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Heath, Eric Ernie. "The determinants of customer co-production and satisfaction in a compliance dependent service". Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/24649.
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Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they followed prior to commencement of the programme. This could have a negative effect on their satisfaction levels. It is, therefore, imperative to ensure that all customers who join a lifestyle management programme are motivated and are able to comply with the directives of the programme to ensure the successful completion thereof.Dissertation (MCom)--University of Pretoria, 2012.
Marketing Management
MCom
Unrestricted
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Lee, Linda. "Customer-to-customer roles and impacts in service encounters". Doctoral thesis, KTH, Industriell ekonomi och organisation (Inst.), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-186294.
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This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between customers are not peripheral to the service, where there can be an expectation to interact with the other customers, and are common in tourism and hospitality, recreation, and education. The second angle is a focus on service outcomes after the service encounter, including satisfaction, intention to recommend, and online word-of-mouth. Paper 1 explores how firms view and manage customer-to-customer interactions during group service encounters. It finds that the differences in attitude and conduct of firms create four possible stances toward customer-to-customer interaction. Paper 2 delves deeper into how customer-to-customer interactions impact the design and delivery of group service encounters, develops a typology of customer cohort climates (CCCs), and identifies how each CCC can be created through four elements of group service encounters. Paper 3 investigates how positive and negative customer-to-customer interactions impact service outcomes and finds that customer-to-customer interaction is a dissatisfier. Paper 4 examines how customers produce online hotel reviews and finds that content analysis of online reviews yields similar findings to more traditional quantitative research methods. This thesis advances research on the impact of customers on each other and provides evidence that other customers can and should be managed to achieve desired service outcomes. It further proposes how these interactions can be managed to further enhance service firm offerings.QC 20160516
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Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry". Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.
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South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolving technology. The mobile network operators saw interconnect fees, which amounted to fifteen per cent of total revenue for each of these operators, being reduced by more than half, with Government foreseeing total removal of these fees. At the same time, the number of competitors grew from one to three within a period of five years forcing all operators, especially Vodacom and its Vodashops, to search for winning strategies that could ensure retention of their customers thus their revenue. Therefore, the intention of this research is to investigate various strategies that are suitable and can be implemented for one of the Vodashops in Cape Town, namely Canal Walk Vodashop, to ensure that this store manages to retain and possibly grow its existing customers. The investigation led the researcher to find that, in a situation where the affected organisation is at the maturity level of the business, as it is the case with the selected store, the most effective strategy to retain and grow customers is the customer service strategy. This strategy includes various elements which are very important to its success; these elements include providing job specific skills to employees, designing and implementing suitable processes and creating best value for customers on products and services that the company offers. The research was achieved by following the approach below: • A literature study was done in order to determine the key elements of an effective customer service strategy; • A survey of literature focusing specifically on employee skills development, design and implementation of processes and creation of value for the offered products and service; • Insights of customers from the selected Vodashop were obtained via interviews to determine their perception on products and services offered; and • Lastly, interview results were analysed to determine the areas of improvement and also what customer service strategies are suitable for highlighted problems. Through this research, various customer service strategies that must be consistently and continuously executed in order to achieve this excellent customer service were recommended. The recommended strategies include training and development of employees, design and implementation of processes that are aligned to the selected Vodashop and also to the needs and expectations of customers.
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Bergström, Sebastian. "Customer segmentation of retail chain customers using cluster analysis". Thesis, KTH, Matematisk statistik, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-252559.
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In this thesis, cluster analysis was applied to data comprising of customer spending habits at a retail chain in order to perform customer segmentation. The method used was a two-step cluster procedure in which the first step consisted of feature engineering, a square root transformation of the data in order to handle big spenders in the data set and finally principal component analysis in order to reduce the dimensionality of the data set. This was done to reduce the effects of high dimensionality. The second step consisted of applying clustering algorithms to the transformed data. The methods used were K-means clustering, Gaussian mixture models in the MCLUST family, t-distributed mixture models in the tEIGEN family and non-negative matrix factorization (NMF). For the NMF clustering a slightly different data pre-processing step was taken, specifically no PCA was performed. Clustering partitions were compared on the basis of the Silhouette index, Davies-Bouldin index and subject matter knowledge, which revealed that K-means clustering with K = 3 produces the most reasonable clusters. This algorithm was able to separate the customer into different segments depending on how many purchases they made overall and in these clusters some minor differences in spending habits are also evident. In other words there is some support for the claim that the customer segments have some variation in their spending habits.I denna uppsats har klusteranalys tillämpats på data bestående av kunders konsumtionsvanor hos en detaljhandelskedja för att utföra kundsegmentering. Metoden som använts bestod av en två-stegs klusterprocedur där det första steget bestod av att skapa variabler, tillämpa en kvadratrotstransformation av datan för att hantera kunder som spenderar långt mer än genomsnittet och slutligen principalkomponentanalys för att reducera datans dimension. Detta gjordes för att mildra effekterna av att använda en högdimensionell datamängd. Det andra steget bestod av att tillämpa klusteralgoritmer på den transformerade datan. Metoderna som användes var K-means klustring, gaussiska blandningsmodeller i MCLUST-familjen, t-fördelade blandningsmodeller från tEIGEN-familjen och icke-negativ matrisfaktorisering (NMF). För klustring med NMF användes förbehandling av datan, mer specifikt genomfördes ingen PCA. Klusterpartitioner jämfördes baserat på silhuettvärden, Davies-Bouldin-indexet och ämneskunskap, som avslöjade att K-means klustring med K=3 producerar de rimligaste resultaten. Denna algoritm lyckades separera kunderna i olika segment beroende på hur många köp de gjort överlag och i dessa segment finns vissa skillnader i konsumtionsvanor. Med andra ord finns visst stöd för påståendet att kundsegmenten har en del variation i sina konsumtionsvanor.
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Raja, Abbas Haider, Chokaew Koobgrabe e Punyanuch Chutima. "Customer satisfaction toward TrueMove customer service". Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-875.
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Title: Customer Satisfaction toward TrueMove Customer Service
Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?
Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop.
Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research.
Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions.
Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.
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Lövstrand, Christoffer, e Daniel Nilsson. "Kitchen Worktop Expectations". Thesis, Mälardalens högskola, Akademin för innovation, design och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-29298.
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IKEA was founded in 1943 by Ingvar Kamprad and is currently retailing in 44 different countries around the globe. With the implementation of 25 year warranty the importance to validate the quality have increased to satisfy the customer. The aim of this thesis have therefore been to find out the critical factors for kitchen worktops through the expectations of the customers. In addition to this the product development process was investigated to gain an understanding on how IKEA deals with customer complaints today. The thesis was divided in four stages. First the customers’ expectations were investigated by using the survey research method. The formulations of the questions are of great importance in this research method so that the information needed can be gathered without confusion and irritation. The critical factors of the kitchen worktops were also located in this survey and are out of the customer point of view. After the survey was done and the critical factors identified a concept generation phase was started to analyze possible ways of solving the issues with the kitchen worktops. Three proposals of concepts was generated; improvement in quality, improvement in the information communicated by IKEA, and a combination of these two. These proposals were analyzed against each other, against the survey and against the possible concrete gains. When the proposals of concepts were completed a decision to investigate the product development process was made and suggestions on how these critical factors could be found earlier in the process were made. Lastly a proposal of a database system for categorizations of the customer complaints when it comes to different defects were made and proposed to IKEA. Out from the information received by the survey these proposals could be made and the conclusion that scratches and to some extent heat was the most critical flaws, which would be the thing to focus further on. The product development process could also be improved to make it possible to take notice of these critical flaws earlier in the process. To summarize the project was successful and IKEA was really happy with the results, and the extra tasks that were added to this thesis. The first problem description was to only find the customers’ expectations but to get something out of this we added the proposals and the attempt to change the product development process when it comes to kitchen worktops.
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Ferraz, Sofia Batista. "Customers as fellows: analyzing customer citizenship behavior in services marketing". Universidade de São Paulo, 2018. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-04072018-144431/.
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Fellow customers may need opinions about a new gadget, instructions on how to adjust gym equipment or even a lesson on how to self-check-in at the airline kiosk. The possibilities of consumers helping each other vary across services and emphasize its dynamic and interdependent nature. The main purpose of this dissertation threefold. First, we offer theoretical contributions to future studies comprising Customer Citizenship Behavior (CCB). Conducting a systematic review with 92 articles, we suggest new avenues of research regarding theoretical and methodological possibilities. Second, we investigate how customers perceive value by engaging in citizenship behaviors towards the company and other customers. Based on 20 interviews, we draw on Holbrook\'s typology of values (1999) and Clary et al. (1998) functional theory to suggest contribution regarding the following dimensions: Efficacy or Quality; Social or Esteem; Play or Peace; and Ethics and Spirituality. Third, considering social exchange and self-completion theory, we propose that by endorsing CSR actions and achieving self-definition goals, customers may inhibit posterior displays of CCB considering that they already obtained satisfaction for helping third parties. Based on 2 experimental studies, we offer support for our proposition with moderation evidence, as well as showing that those participants who perceived a higher entitativity among customers of the companies were more willing to help others in a following situation. Future studies can address the value of CCB by helped customers and employees of the firm. CCB literature is still concentrated on customers who help rather than the ones helped. Other types of citizenship behaviors, such as advocacy, cooperation, and facilitation may comprehend different perceived values and sources of motivation than those explored in this study. Also, regarding our third proposition, studies can evaluate the extent to which those helping behaviors embody self-symbolizing needs and social identifications. Furthermore, the satiation effect of self-completion that we propose in this article happens in a social identity context. Next studies can investigate these effects in other domains, such as self-consistency theoryConsumidores podem precisar de opiniões sobre um novo produto, instruções de como ajustar o equipamento na academia ou até mesmo uma instrução de como fazer o auto check-in na máquina da companhia aérea. As possibilidades de consumidores ajudando uns aos outros variam de acordo com os serviços, enfatizando a sua dinâmica e natureza interdependente. São três os principais propósitos dessa tese. Primeiro, oferecemos contribuições teóricas a futuros estudos no campo do Comportamento Cidadão do Consumidor. Por meio da condução de uma revisão sistemática de 92 artigos, sugerimos novo caminhos para pesquisa teórica e possibilidades metodológicas. Segundo, investigamos como consumidores percebem valor mediante o engajamento em comportamentos cidadãos com a empresa e outros consumidores. Baseado em 20 entrevistas, o estudo está ancorado na tipologia de valores de Holbrook (1999) e teoria funcional de Clary et al. (1998) para sugerir contribuições referentes às seguintes dimensões: Eficácia ou Qualidade; Social ou Estima; Diversão ou Paz; e Ética ou Espiritualidade.Terceiro, considerando Teoria da Troca Social e Teoria da Auto-Complementação Simbólica, propõe-se que, ao endossar ações de Responsabilidade Social Corporativa e atingindo objetivos de auto-definição, consumidores podem inibir demonstrações posteriores de CCB, considerando que eles já obtiveram satisfação por ajudar terceiros. Baseado em dois estudos experimentais, oferece-se suporte para a proposição de evidência de moderação, assim como mostra-se que estes participantes perceberam a alta entitatividade entre consumidores das empresas estão mais propensos em ajudar outros em uma situação subsequente. Estudos futuros podem endereçar o valor do CCB relacionado aos consumidores e empregados ajudados. A literatura de CBB ainda é muito concentrada em consumidores que ajudam, ao invés daqueles que são ajudados. Outros tipos de comportamento de cidadania do consumidor, como advocacia, cooperação e facilitação podem compreender diferentes fontes de valor percebidas e fontes de motivação que aquelea comportamentos explorados neste estudo. Ademais, sobre a nossa terceira proposição, estudos podem avaliar a extensão na qual esses comportamentos de ajuda compreendem necessidades de auto-simbolização e identificações sociais. Por fim, o efeito de saciedade da auto-complementação que se propõe nesse artigo acontece em um contexto de identidade social. Estudos futuros podem investigar esse efeito em outros domínios, como a teoria da auto-consistência
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Danielsson, Axel, e Simon Broström. "A Happy Customer is a Paying Customer". Thesis, Umeå universitet, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-166564.
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This cross-sectional study has investigated the relationship between how parents perceive retail stores that try to be more family friendly. It has also examined which factors parents value when it comes to stores being family friendly. Very little public research has been done on the subject of what parents’ value when it comes to store design, which is why the authors chose this topic. The theoretical framework, as well as the questions used in the interviews, were based on theories the authors deemed connected to the subject in question. The main areas from which the authors have used theories range from competitive advantages, targeting and segmentation, consumer loyalty and the connection between stress and shopping. Four themes were identified through the literature, and qualitative interviews were conducted over the phone based on the themes. Observations were also collected in retail stores to further explore the themes. Building on these themes, we suggest four propositions based on the data collected which can be further researched. Since the purpose of this paper was to allow respondents to freely discuss factors they value, a qualitative approach was used for the study. The interview subjects were approached while shopping with their children, and a phone interview was scheduled for later. The authors also collected observational data in three stores with different degrees of family friendliness, to further add further foundation to their themes. In addition, the authors present a theoretical model, based upon the four propositions presented. The authors have found that the most common feeling parents associate with shopping while accompanied by their children is stress. Because of this, shopping becomes an unpleasant experience that parents try to finish as quickly as possible, often resulting in fewer items bought. It was also discovered that parents have more positive feelings towards stores that try to be more family friendly. Through the interviews and observations, a pattern was discovered. Families spent longer time and purchased more goods in stores with family friendly solutions installed. Through interviews, many different elements that can reduce parents shopping stress were identified. The main thing the authors take away from the interviews is the fact that what parents value the most, is feeling welcome when they bring their children with them. Stores that implement even small solutions, contribute to parents feeling validated, which then reduces their stress levels. Our conclusion is that store owners need to realize that it does not have to be hard to attract more families. Implementing elements in their stores that aid families in different ways will contribute to increased sales and happier customers. The authors also give suggestions on further research, namely on the relationship between pricing or location-elasticity versus family friendliness, as well as to which degree children in stores may have negative impacts on other shoppers. Key concepts: Stress, Consumer Decision Making, Customer Loyalty, Shopping with Children, Competitive Advantage, Customer Segmentation, Targeting
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Chan, Wa Kimmy. "Three studies on understanding customer relationship management in services customer-firm affection, customer-staff proximity, and customer co-production /". Click to view the E-thesis via HKUTO, 2008. http://sunzi.lib.hku.hk/hkuto/record/B39794039.
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Chan, Wa Kimmy, e 陳華. "Three studies on understanding customer relationship management in services: customer-firm affection, customer-staff proximity, and customer co-production". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2008. http://hub.hku.hk/bib/B39794039.
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The Best PhD Thesis in the Faculties of Architexture, Arts, Business & Economics, Education, Law and Social Sciences (University of Hong Kong), Li Ka Shing Prize, 2007-2008.published_or_final_version
Business
Doctoral
Doctor of Philosophy
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Amarsanaa, Bolor, e Joshua Anjorin. "Mobile Marketing : Study of ICA - Correlation between mobile marketing and customer loyalty". Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-11766.
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ABSTRACT Title: Mobile Marketing: Study of ICA – Correlation between mobile marketing and customer loyalty Level: Master Degree in Business Administration Authors: Bolor Amarsanaa and Joshua Anjorin Supervisor: Ernst Hollander Date: 2012 – January Aim: Having loyal customers is a key for successful organizations. There is increased complexity and competitiveness in the market place as regards to what companies need to do and how to do them in meeting the needs of customers. Is that why companies today are exploring the potentials of mobile phones to ultimately earn customers’ loyalty? However, there is not much research done in this area, especially in finding correlation between mobile marketing and customer loyalty. Thus, this research aims to examine correlation between mobile marketing and customer loyalty. Method: Data collection methods included literature reviews, a questionnaire and interviews. These were analysed by hypothesising, comparing with theories, and the use of descriptive analysis, correlation, and other methods presented as discussions, tables, and charts. Results & Conclusions: The theoretical and empirical research findings show that customer loyalty is positively related with mobile marketing. Use of mobile marketing such as mobile application, mobile web and SMS can perhaps enhance customer loyalty by meeting the demand of customers; increasing interaction and communication with customers; and increasing customer satisfaction. However, due to the research limitations and due to the fact that mobile marketing is a relatively new field of study, it needs some more time and more extensive research to make a general assumption about relationship between them and the strength of such relationship. Suggestions for future research: For further research, more extended research with broader samples is essential. It will be also crucial to investigate how much of an effect mobile marketing has on customer loyalty by scrutinizing company’s cost and profit measurements of mobile marketing besides opt-in and opt-out measurements of customers. Contribution of the thesis: We hope that this research has scratched the surface to this new field of study and made an addition to existing theory. It also stirs up interests in the emerging research on mobile marketing’s untapped potentials. Key words: Mobile Marketing, Customer loyalty, mobile phone, customer satisfaction, communication with customers.
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Nacif, Roberta C. "Online customer loyalty : forecasting the repatronage behavior of online retail customers /". Wiesbaden : Dt. Univ.-Verl, 2003. http://www.gbv.de/dms/zbw/374160546.pdf.
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Verbauskienė, Lina. "Effect of customer experience on satisfaction and intentions of hospitality customers". Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2014. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2014~D_20141222_102513-16573.
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The analysis of the concept of customer experience, the types and peculiarities of customer experience, the concepts of experience and experiential marketing, the meaning and differences between these two concepts, the main aspects and peculiarities of these concepts are presented in the theoretical part of the thesis. This part of the paper also focuses on the explanation of the concept of hospitality and the composition of the sector of hospitality services. The peculiarities of hospitality customers, their experiences and application of experience marketing in the sector of hospitality are also explained in the theoretical section. The theoretical modelling of the effect of hospitality customers on customer satisfaction and intentions was made after the analysis of all the concepts mentioned. In order to reason the methodology of future research, the second part of the paper presents the empirical studies performed by other scientists. The methodological reasoning of research, instruments, logical structure of research and description of research process are described in the second part of the thesis. The third part of the paper presents research results and their interpretations regarding the effect of customer experience on satisfaction and intentions of hospitality customers based on experience marketing. Research results permits to confirm the hypotheses of the research and show the strength and relationships between variables researched. Having considered research... [to full text]Teorinėje disertacijos darbo dalyje išnagrinėta vartotojų patirties sąvoka, išanalizuoti vartotojų patirties tipai, pateikiant jų sampratas ir ypatumus, pateikta patirties ir patyriminio marketingo sąvokos, išsiaiškinta šių sąvokų prasmė ir skirtumai, bei pateikiami pagrindiniai šios koncepcijos aspektai ir ypatumai. Išanalizuota svetingumo samprata bei apibrėžta svetingumo paslaugų sektoriaus sudėtis. Pateikti svetingumo paslaugų vartotojų ir jų patirčių bei patirties marketingo taikymo ypatumai šiame sektoriuje. Atlikus šių koncepcijų analizę, atliktas svetingumo paslaugų vartotojų patirties poveikio vartotojų pasitenkinimui ir ketinimams teorinis modeliavimas. Antrojoje darbo dalyje, norint pagrįsti būsimo tyrimo metodologiją, aptarti kitų mokslininkų atlikti empiriniai tyrimai. Pateikiamas metodologinis tyrimo pagrindimas, instrumentarijai, loginė tyrimo struktūra ir tyrimo proceso aprašymas. Trečiojoje darbo dalyje yra pateikiami vartotojų patirties poveikio svetingumo paslaugų vartotojų pasitenkinimui ir ketinimams patirties marketingo pagrindu tyrimo rezultatai ir jų interpretacijos. Tyrimo rezultatai parodė darbe keliamų hipotezių patvirtinimą bei stiprumą ir ryšius tarp tiriamų kintamųjų. Gavus tyrimo rezultatus, atskiriems svetingumo paslaugų sektoriams yra pateikiamos rekomendacijos, kaip vertinti ir valdyti skirtingas vartotojų patirtis.
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Behrami, Faton, e Mikael Jonasson. "Kundlojalitet : en studie om vilken påverkan de demografiska aspekterna har på kundens lojalitet mot sin bank". Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-11008.
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In Sweden today almost all people are connected to a bank in some way. It can range from loans, savings, shares, etc. They have a current account where salaries, student aid etc. is paid. Due to the large selection of banks, it has become more important for banks to be competitive in their services to their customers so they don’t change bank. This has led to that more and more banks are trying to get their customers to be more loyal to the bank by being more competitive. Loyalty is the result of several interrelated factors such as customer satisfaction and service. This leads to the purpose of this study to investigate if the demographic aspects have any influence on loyalty. Through a questionnaire survey, this study examined whether there is an influence of the demographic aspects on loyalty. The questionnaire consisted of questions based on previous research. It was distributed to people in Kristianstad on three different locations. Overall response rate to the questionnaires distributed gave us a participation of 110 respondents. The results were then statistically processed in order to test if there is a significant difference in loyalty within the various demographic aspects. According to this study, we could not find any differences in the demographic aspects. However, we were able to find small differences in the mean values between the different groups in the demographic aspectsI dagens Sverige är i stort sett alla personer på något sätt kopplade till en bank. Det kan vara alltifrån lån, sparande, aktier m.m. Nästan alla personer i dagens Sverige har ett transaktionskonto dit lön, studiemedel m.m. utbetalas. På grund utav det stora utbudet av banker har det blivit viktigare för bankerna att vara konkurrenskraftiga i sina tjänster till sina kunder så att de inte byter bank. Detta har medfört att fler och fler banker satsar mycket resurser på att få sina kunder att bli lojala mot banken. Lojalitet är resultatet utav flera sammanhängande faktorer som exempelvis kundnöjdhet och service. Detta leder till uppsatsens syfte att undersöka ifall de demografiska aspekterna har påverkan på lojalitet. Genom en enkätundersökning har denna studie undersökt ifall det finns en påverkan av de demografiska aspekterna på lojalitet. Enkäten bestod av frågor som grundar sig på tidigare forskning. Den delades ut till personer i Kristianstad vid tre olika tillfällen. Totala svarsfrekvensen på de utdelade enkäterna gav oss ett deltagande på 110 respondenter. Resultaten har sedan bearbetats statistiskt för att testa ifall det råder signifikanta skillnader på lojalitet inom de olika demografiska aspekterna. Enligt denna studie kunde vi inte påvisa några skillnader inom dem demografiska aspekterna. Däremot kunde vi urskilja små skillnader i medelvärdena mellan de olika grupperna i de demografiska aspekterna.
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Vallaud, Thierry. "Estimating potential customer value using customer data : using a classification technique to determine customer value /". Abstract and full text available, 2009. http://149.152.10.1/record=b3077978~S16.
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Thesis (M.S.) -- Central Connecticut State University, 2009.Thesis advisor: Daniel Larose. "... in partial fulfillment of the requirements for the degree of Master of Science in Data Mining." Includes bibliographical references (leaves 37-39). Also available via the World Wide Web.
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Oad, Maneeka. "Customer churn analysis : the tactics of handling customer complains". Thesis, University West, Department of Economics and IT, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hv:diva-457.
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The Retention has been most important factors for the companies because the cost of looking for much higher than the cost of keeping relation with current customers. The customer retention is to understand your customers through the Customer Relationship management and the more you know about them the better: their expectations, satisfaction levels, demographic & geographic & psychographic tendencies If you understand more about your customers and know more about which customer groups are defecting to rival providers, more effective retention strategies can be developed. This is the key to the successful retention marketing. The aim of this report is two fold:To help the company confronting the problem of the churn customer with complains at 60 percent due to the different reasons in the business of delivery the paper. Here the literature study from the other authors been taken as the reference. Maslow Theory has been served as the background model theory of this study. To deliver how the churn analysis could be helpful to solve the problem. It serves with detailed information, a strategy, recommendations to handle the customer complains in reflection of the churn and customer relation ship management. In addition to this, data ware house gives an open invitation to the data mining. The churn ratio of the customer can be identified as in the groups for the variables in respect to the calls received, tear paper call, wet paper calls. So in data mining one can analyse the data with the high or the low degree of description of the variables. In this manner there could be the chances the variable for the tear paper variable shows more in the customer segment. The data mining has been tried to apply here with some of the theories.
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Aubert, Benoit. "Customer education : definition, measures and effects on customer satisfaction". Thesis, University of Newcastle Upon Tyne, 2007. http://hdl.handle.net/10443/248.
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Despite companies' growing interest for customer education (for instance: Nikon, Orange, Sony) and the recent awareness in marketing literature of this concept (Hennig-thurau et al., 2005), research on customer education remains relatively scarce. Thus, the present research study aims to contribute to the development of knowledge on customer education. More specifically, it endeavours to clarify the concept of customer education and to understand and measure its outcomes on customer satisfaction, a key indicator of corporate performance. To achieve this goal, a literature review was conducted in order to provide an original conceptualization of customer education and its outcomes. Then, a reliable and valid scale to measure customer education was developed. Finally, an experimental procedure based on hypothetic-deductive methodology was performed. A structural model was built that depicts the effects of customer education on customer satisfaction and tested a set of hypotheses covering the mediating and moderating effects. The experimental fieldwork was conducted in partnership with the digital camera manufacturer Nikon France, on a sample of 321 customers. Structural Equation Modelling was used to test the hypotheses. The results of this research were twofold. First, a 5-item original scale to measure customer education was developed. The psychometric qualities of this scale were shown, using Churchill's procedure (1979). Second, a model which details the relationships between customer education and customer satisfaction was proposed and validated. The existence of two mediating variables was unveiled: product usage and product-usage related knowledge and skills. The moderating role of customer expertise with a product category was also substantiated. Keywords: customer education, customer satisfaction, product usage, product usage related knowledge and skills.
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Davis, William John Gronow. "Investigating customer loyalty programmes : evolving to true customer loyalty". Thesis, Stellenbosch : Stellenbosch University, 2011. http://hdl.handle.net/10019.1/85164.
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Customer loyalty programmes are widely regarded by companies as an effective means of achieving a strategic advantage over competitors and as a highly-effective platform to build lasting relationships with their most-valued customers. However, in today’s fast-paced world and loyalty-mature marketplace, customer loyalty programmes are showing signs of limited sustainability. Companies are starting to realise the importance of focusing on deeper, more meaningful, relevant and mutually-beneficial relationships with their customers in an attempt to sustain brand loyalty. The process of developing true customer loyalty involves companies adding extraordinary human level customer treatment.
The purpose of this study is to explore whether customer loyalty programmes are developing true customer loyalty amongst customers. This research study explicitly investigates the views, attitudes, beliefs and perceptions of consumers partaking in customer loyalty programmes. At the outset of the study a literature review was conducted to explore and discuss literature pertaining to the key concepts of this study, namely customer loyalty programmes and true customer loyalty. This research study initially made use of a qualitative research method in the form of a focus group. The findings from the focus group contributed to the design of the questionnaire for the survey. A survey formed the quantitative component of the research. The survey questionnaire was distributed by means of a mall intercept to shoppers in a predetermined shopping mall. The ordinal data was analysed using descriptive and inferential statistical methods.
The analysis indicated a marked disconnect between customer loyalty programmes and true customer loyalty. Customer loyalty programmes are generally regarded by customers as discount drivers rather than loyalty drivers. Customers indicated superior service, quality, trust and aligned values as key drivers in developing true customer loyalty. The majority of respondents stated that their selected customer loyalty programme was not developing true customer loyalty. The study provides a clear indication that customer loyalty programmes are not shifting attitudes that lead to ongoing behavioural change such as motivating multiple purchases.
A key recommendation resulting from this study is for companies to develop customer-centric loyalty programmes that sincerely consider the needs of the customer, rather than merely attempting to drive sales through discount initiatives masked as customer loyalty programmes.
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Yetis, Alkim, e Erkut Kavak. "Analysis of Customer Behaviours on Customer Reviews and Ratings". Thesis, KTH, Skolan för industriell teknik och management (ITM), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-279739.
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With the rapid accretion of online shopping, online customer reviews have become a very essential source. An interpretation of this essential source is not fulfilled with every aspect since online customer reviews consists of unstructured information. This paper enlightens the understanding of behavioural analysis on how customers rate and review gender-based products by focusing on two brands in the fashion industry. Since gender-based products are analysed, gender as a search term is used for diversification in terms of product categories. To understand behavioural differences of customers to rate gender-based products, quantitative statistical methods were used. The two-sample t-test investigates if the means of two samples have statistically significant differences. Additionally, the word frequencies are analysed with the quantitative content analysis methodology to procure an answer for how customers review gender-based products for different product categories. The results show that the product categories which consist of the keyword “Men” in their product description have earned a higher average of total number or reviews and star rating. However, the words that customers type have similarities among different product categories and there are not any consistencies in their frequencies. Therefore, our results show that the customer comments are not significantly dependent for the determined gender-based product categories.Med den snabba ökningen av online-shopping har kundrecensioner på nätet blivit en viktig källa. Kundrecensioner består av information som är ostrukturerad, vilket betyder att tolkningsprocessen av kundrecensionerna försvåras. I denna uppsats är en beteendeanalys genomförd för att belysa förståelsen av hur kunder betygsätter och recenserar könsinriktade produkter. Fokus har lagts på två varumärken inom modebranschen. Eftersom produkterna är könsinriktade används kön som en sökterm för att differentiera produktkategorierna. För att förstå skillnaden i kundernas beteende vid betygsättning av könsinriktade produkter användes kvantitativa statistiska metoder. Ett ”two-sample” t-test användes för att undersöka om det fanns statistiskt signifikanta skillnader i stickprovernas medelvärden. Med en kvantitativ innehållsanalys undersöktes ordfrekvensen för att få en förståelse av hur kunder granskar könsinriktade produkter, inom olika produktkategorier. Resultatet visar att de produktkategorier vars produktbeskrivning består av nyckelordet ”män”, har fått ett högre genomsnitt av antal recensioner samt fått högre betyg. Orden som kunder använder är lika inom de olika produktkategorierna och ordfrekvensen har ingen fast struktur. Resultatet visar därmed att kundrecensionerna inte är signifikant beroende av de fastställda könsinriktade produktkategorierna.
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Bae, Young Han. "Three essays on the customer satisfaction-customer loyalty association". Diss., University of Iowa, 2012. https://ir.uiowa.edu/etd/3255.
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The association between customer satisfaction and customer loyalty is one of the most central relationships for marketing theory and practice. To improve our understanding of this essential relationship in marketing, we develop a comprehensive and flexible theoretical framework for analyzing the association between customer satisfaction and customer loyalty, which simultaneously incorporates heterogeneity in the possible dimensions of competitive settings. This theoretical framework is grounded by more than 40 years of academic and practitioner research on the association between these two constructs, which allows us to more precisely examine the true nature of the association between satisfaction and loyalty by incorporating competitive setting heterogeneity. In addition, we test our theoretical framework by estimating a 3-level empirical hierarchical linear model, using American Customer Satisfaction Index data and several customer, firm and industry characteristics.
Our findings indicate that the true nature of the association between satisfaction and loyalty is significantly influenced by competitive setting differences. Accounting for such differences allows firms and managers to significantly increase their ability to effectively convert satisfaction investments into loyalty. Also, we identify important trade-offs between the intercept and slope of the association between the two metrics, indicating that firms' incentives to invest or not in satisfaction differ dramatically across industries. Depending on the shape of their satisfaction-loyalty curve, firms can obtain a certain level of loyalty by indirectly choosing how much to invest in satisfaction. Therefore, customer satisfaction must be treated as an endogenous variable. In our subsequent analysis, we control for both satisfaction endogeneity and competitive settings heterogeneity using a Two-Stage Least Squares 3-level hierarchical linear model, correcting the standard error estimates via a jackknife procedure. This research provides precise, important theoretical and managerial insights, and broadens our understanding of the essential features of the satisfaction-loyalty relationship.
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Carr, Anthony A. "Customer equity management : the impact of strategy drivers and customer data management on customer equity outcomes". Thesis, Queensland University of Technology, 2013. https://eprints.qut.edu.au/62010/1/Anthony_Carr_Thesis.pdf.
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This research contributes to the field of customer equity by examining how important the strategy drivers of consumption and customer data management are in contributing to the value of the customer asset. A mixed methods approach focused on one sector: the Australian accommodation hotels. From this research, a deeper understanding of how to theorise, conceptualise and practice customer equity management has been achieved.
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Johansson, Malin, Markus Nilsson e Carl-Douglas Thulin. "Factors Influencing Customer-relations in B2B - A Survey of Medical Rubber's Customers". Thesis, Kristianstad University College, Department of Business Administration, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-3159.
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In order to be successful on the market it gets more and more important to have a good relation to your customer. Without a good relationship to your customer you are just one among many other competitors. A healthy relationship in which both parties are satisfied is probably based on many different reasons. Many researchers in this field believe that power/dependence and commitment/trust are essential cornerstones in a business relationship. However, the researchers all stresses different factors that they believe influence these cornerstones. Our work is based on power, commitment and trust, and our intention is to point out the different factors that we believe are influencing our cornerstones. Furthermore we have constructed a model and created hypotheses that are tested through a survey conducted on Medical Rubbers customers.
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Vu, Long, Nga Phan e Ha Truong. "E-Customer values in Vietnamese apparel industry : A study from customers' perception". Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15965.
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Key words: Customer value, value-adding factors, e-commerce, apparel industry, Vietnamese market, customers’ perception. Background: Along with the development of many applications from Internet, Electronic Commerce (e-commerce) has changed the business scene in the global economy by emerging as a new, efficient channel of doing business. The apparel industry has also been approaching this way of doing business as an attempt to improve the effectiveness and efficiency of operations at various extents. In the Vietnamese market, Ninomaxx being well-known as leading fashion brand for young and proactive people is in the process of launching its very first online shop. However, the lack of information and the vagueness in regard to customers preference and shopping habit in the context of e-commerce leads to many difficulties for fashion companies like Ninomaxx. These lacking can all be traced back to one universal cause that is the insufficiency in understanding customers’ perceived value. Accordingly, it raises the authors’ interests to conduct a research of customers’ perception concerning customer value in Vietnamese apparel industry within the e-commerce context. Purpose: The purpose of this thesis is to identify elements of e-commerce that customers perceive as value-adding factors in the context of Vietnamese apparel industry. Accordingly, thesis will examine how value can be created and enhanced for customers in the case of Ninomaxx and Vietnamese apparel firms in general. Method: In this thesis, authors chose to collect and analyze data mainly through a quantitative approach. Prospective customers of Ninomaxx, whose ages were from 17 to 30, were the surveyed group. A questionnaire was employed to collect response from the group and was distributed in two ways: an online link and offline papers. Various nonparametric statistical techniques and one extensive model were used to analyze results of the survey. Conclusion: From the perception of Vietnamese customers from 17 to 30 years old, there are 5 elements of e-commerce that are identified as very strong value-adding factors, namely, availability of information on the website, accuracy of demonstrating products’ color on website, seller’s ensuring products’ quality, seller’s trustworthiness and safety of using products. There are additionally 11 strong value-adding factors from perception of apparel customers in Vietnam. However, there is evidence of differences in customers’ response regarding their demographic characteristics and Internet usage. Apparel companies should consider accordingly in order to form the optimal strategy for e-commerce retail channel in Vietnam.
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Hua, Lin Chia, e 林佳樺. "Customers Relationshop Management : Customer Valuation Measurment". Thesis, 2002. http://ndltd.ncl.edu.tw/handle/89431987508610496007.
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碩士國立臺北大學
企業管理學系
90
Customer Relationship Management is importance in market competition recently. Measurement of customer valuation depends on defining the customer, estimating the revenue and costs associated with each customer, and combining these elements into an estimated profitability for each customer. Effective use can align the business strategy and the organizational delivery system with customer requirements. This research uses the SMC model to determine the customer valuation. The SMC model can calculate the number of transactions in the next coming year and the sum of the customer transaction spent. Furthermore, we use the customer valuation and the customer reaction to segment recent customers. According to the fours segments, we can make marketing budget allocation efficiency and the customer differentiation management.
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Chia-Ling, Chien, e 簡嘉玲. "A Study of Customer Empowerment, Perceived Support for Customers and Customer Voluntary Performance". Thesis, 2011. http://ndltd.ncl.edu.tw/handle/04810176211465974686.
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碩士中國文化大學
企業實務管理數位學習碩士在職專班
99
Enterprise business models today are facing rapid change, expertise and knowledge of the customer becoming richer indirect influence consumer behavior. Meanwhile, customers expect businesses to adjust their products and services to meet their needs. Changes in consumption patterns so that enterprises face when a new customer from generation to generation, basic business logic must be changed fundamentally. However, advances in technology to improve the interaction between the enterprise and the customer, enterprise needs and customer interaction, to ascertain the customer's taste and preferences, develop customer-oriented products and services, improve your profit (Girish Ramani and v. Kumar, 2008) . However customers authorized to provide communication channels between the customer and, through empowering customers, developing more consistent with consumer products and services. With this interactive experience, interactive support, common development, will allow businesses to better understand customer needs, enhance the overall competitive advantage (C.K. Prahalad and Venkat Ramaswamy, 2003) . Main purpose of this study is: 1. support view customer licensing and customer perception of relationship type. 2. To support customer perception as intermediary, support review customer perception on spontaneous behavior between customer licensing and customer results. Research object in Taipei area "well-known professional slimming industry chain of" in-store customer survey research samples recovered 300 samples of questionnaires, through descriptive statistics analysis, factor analysis, reliability analysis, verification and analysis of correlation and regression analysis. Results found: 1. customer licensing and customer behavior is to spontaneously; authorized customer behavior and customer loyalty is a forward relationship customers authorize cooperation with customer behavior is a forward relationship; customer licensing and customer participation is positive. 2. Customers authorized support and customer perception is positive relationships. 3. Customer perception authorized spontaneous behavior and customer support to customers, with intermediary effects; support the mediating effect of customer authorization through customer perception, increase customer loyalty, cooperation, participation in behaviour. Keywords: Customer authorization (Customer Empowerment) Customer perception support (Perceived Support for Customers) Customers spontaneous behavior (Customer Voluntary Performance)
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Bogomolova, Svetlana. "Customer-based brand equity of lost customers". 2009. http://arrow.unisa.edu.au:8081/1959.8/63940.
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This thesis explores the reasons why customers stop buying brands. The first part quantifies what proportion of customers defect for the reasons that are within and beyond brand managers' control. The second part examines how the reasons for defection impact on post-defection brand equity of former brand.
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Huang, Yi Jen, e 黃儀真. "The Relationships among Customer-to-customer Interaction Events, Role Typologies, Compatibility and Customers Reaction". Thesis, 2003. http://ndltd.ncl.edu.tw/handle/29339228629916125569.
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碩士銘傳大學
管理科學研究所
91
Service encounter has been an important topic in the service industry management. Previous students on service encounter have focused on three subjects: the interaction between contact personnel and customers, the customers’ roles in service encounter and the interaction between customers and material service environment. Relatively few research focused on customer-to-customer interaction will affect of it on service satisfaction. However, many relevant studies argue that customer-to-customer interaction will affect customers’ evaluation of service experiences. Consequently, the objective of research is to investigate how customer-to-customer interaction affects service encounter and customer reaction. This research will adopt the study from Martin (1996) which used critical Incident technique (CIT) to collect key events happened when a customer interact with other customers. Then use questionnaires to measure the effects these critical events have on customer reaction. The results identify that: 1.Customer-to-customer interaction events include six factors: “Gregarious”, “Grungy and Rude”, “Inconsiderate”, “Crude”, “Violent”, “Malcontent”. Among the research, “Gregarious” events are significantly positive effect on customer satisfaction. “Crude” and “Malcontent” events are significantly negative effect on customer loyalty. 2.Customer role typologies are significantly positive effect on the relationship between customer-to-customer interaction events and customer satisfaction. 3.Different gender compatibility is significantly positive effect on the relationship between customer-to-customer interaction events and customer satisfaction. 4.Customer satisfaction is significantly positive effect on customer loyalty.
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Wang, Chung-Hui, e 王寵惠. "Customer Empowerment, Customer Trust and Customer Voluntary Perfomance". Thesis, 2015. http://ndltd.ncl.edu.tw/handle/53454461341535972818.
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碩士中國文化大學
國際企業管理學系碩士在職專班
103
Today consumers in the industrial system, the role of a major change; how compa-nies create value with customers, so that customers are willing to offer themselves to share experience and resources and corporate information, suggestions and ideas of spontaneous behavior of customers, has become enterprises to enhance competitiveness the key factor. When the higher the degree of relationship between enterprises and cus-tomers combine the competitiveness of enterprises gained the stronger. Companies must rethink how to make the customer voluntarily and actively participate in, rather than develop a learning relationship, to get potential customers agree. The main purpose of this study is to: 1. View customer authorization and customer relationship model of spontaneous behavior. 2. Customer trust for intervening variables, examine the relationship between the customer authorized the spontaneous behavior of the customer. The study object in "metalworking studio" hand-made consumer experi-ence study sample text volume survey sample recovered 300 questionnaires, and then through the descriptive statistical analysis, factor analysis, reliability analysis, correlation analysis and regression analysis verification and analysis. Research results showed that: a customer authorization and a positive relationship between customer loyalty behavior; customer authorization and a positive relationship between customer cooperative behavior; customer authorization and a positive rela-tionship between customer participation behavior. 2. Authorized Customers trust a posi-tive relationship with customers. 3. Customer trust customer authorization and customer spontaneous behavior, with the intermediary results; customer authorization through customer trust intermediary effect, enhance customer loyalty behavior, cooperative be-havior, participation behavior.
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Yang, Ya-lin, e 楊亞霖. "Characteristics of Internet Customer Review and Potential Customers". Thesis, 2008. http://ndltd.ncl.edu.tw/handle/4czdkh.
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碩士國立中山大學
企業管理學系研究所
96
Along with increasing users and contents, the Internet has gradually become the main channel for customers to acquire information of products and services. Yet the development of the Internet has brought about information overload problems. When facing oversized information, consumers tend to solicit for others’ help. Under such circumstance, reviewing systems and forums on the Internet are flourishing. With the popularization of Internet technologies, these Internet customer review systems have gradually become critical necessary information when consumers are making purchase decisions. This research took two experiments as the methodology used in examining the relation between Internet customer reviews and customers, tourism was selected as the condition of experiment. The first experiment discussed about general Internet customer reviews, including the dispersion of reviews, reviewing scores, number of reviewers and so on and examined the relation between different levels and customers’ trust in the reviews. The second experiment examined the relation between personal risk attitude, perceived risk and customers’ level of trust and willingness of purchase. Outcomes indicate that: 1.The lower dispersion of reviews, the higher the level of customers’ trust in the reviews. 2.The higher review scores, the higher the level of customers’ trust in the reviews. 3.The more reviewers, the higher the level of customers’ trust in the reviews. 4.Dispersion of reviews, review scores and number of reviewers possess reciprocation relations with customers’ trust in the reviews, and the level of influence is score > dispersion > number of reviewers. 5.Personal risk attitude and perceived risk play roles in explaining consumers’ trust in reviews and willingness of purchase.
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Chen, Chih-Cheng, e 陳志誠. "The Impact of Customer Participation: The Customers' Perspective". Thesis, 2014. http://ndltd.ncl.edu.tw/handle/74056426751082970153.
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博士國立中央大學
企業管理學系
102
Encouraging customer participation has even become a central tenet of a proposed service-dominant logic for marketing which could be the “next frontier in competitive effectiveness”. This new service-dominant logic views customers as proactive cocreators rather than as passive receivers of value and views companies as facilitators in the value cocreation process rather than as producers of standardized value. The purpose of this paper is to examine the impact of customer participation in the service delivery process by designing and testing an empirical model with the customers’ point of view in mind. This study was conducted in the winter of 2010 aimed at the financial insurance industry in Taiwan. A two-stage cluster sampling design based on company size was used in the first stage sampling frame. The second stage was dependent on the enrollment size. Every xth customer was selected using a systematic sampling method. A total of 176 usable questionnaires were returned, meaning a response rate of 38.8 per cent. The proposed model is analyzed with partial least squares (PLS) path modeling in SmartPLS 2.0 software. The results of this study show that customer participation produces positive effects on customer satisfaction and affective commitment through the customer relational value. Affective commitment are strong predictors of repurchase intent, but no relationship between customer satisfaction and repurchase intent was found. This study suggests that customer participation can be a win-win situation for customers and the service firm. Customers who create relational value with their service providers effectively enjoy their services more and are more likely to build and maintain long-term relationships with their service firm. Our findings highlight the roles of the customer and indicate the heuristic value of viewing customer satisfaction and affective commitment as consequences of customer participation. The research contributes to the existing literature by demonstrating that customer participation can improve service outcomes through their positive effects on specific factors. By identifying the effects of customer participation in the service interaction, organisations can determine optimum roles for customers in the service delivery process that will yield a more efficient use of organization resources and improve operational performance.
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HSU, CHING-TING, e 許景婷. "Mining the Potential Customers from Analyzing Customer Journeys". Thesis, 2019. http://ndltd.ncl.edu.tw/handle/k238wn.
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碩士東吳大學
資訊管理學系
107
Many customers will search information or favorite designers on the Internet when they have the needs of interior decoration with the rapid development of the Internet network. Therefore, it becomes a very important part of the company that understanding the preferences of consumers. The purpose of the study was explored the customer journey form the interior decoration platform. The data of customer journey can be recorded through the web log, including various behaviors of the customer browsing the web. This study used the decision trees, support vector machines, text mining and principal component analysis to analyze the data of customer journey. Based on the classification technology, the decision trees have the best performance. We can not only identify potential customers of the website but also improve the experience of online users by analyzing data of customer journey, and lastly enhance the willingness of consumers to shop on the Internet.
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Dan, Tong Le, e Tong Le Dan. "Assess Customer Satisfaction With E-customs Procedures". Thesis, 2013. http://ndltd.ncl.edu.tw/handle/37720454130066388845.
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Phaswana, Tinyiko Patience. "Investigating restaurant customer complaints in Polokwane Malls, Limpopo Province". Thesis, 2017. http://hdl.handle.net/10386/2523.
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Thesis (MBA.) --University of Limpopo, 2017The research was qualitative, where groups of restaurants managers/owners were interviewed in the three Polokwane Malls namely Limpopo Mall, Savannah Mall and Mall of the North. The purpose of the interviews was to find out what customers complain about in restaurants. To find how the customers in restaurants lodge their complaints; how the businesses deal with complaints; how customers bring forth their complaints in different ways; and to identify which groups complain the most. Further, to find out how restaurant owners handle customer complaints and to whom customers lodge those complaints, and the ways which restaurants use to respond to the customers’ complaints. The research results show that restaurant customers complain mostly verbally to the managers. Females are the ones complaining more than their male counterparts. Levels of education make no difference to how customers complain. Waiters need to render quality service as product knowledge is not the only product customers prefer; they actually value service more. The study recommends that restaurants need to pay careful attention to services such as a clean eating area to avoid complaints as most complaints come about this area; verbal and nonverbal skills of employees should be developed in order to avoid complaints from customers. Managers should be equipped to handle customers’ complaints as they are the people to whom such complaints are addressed and waiters/waitress should be made aware that customers are important and their complaints are always valued in the business in order to improve service
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Chen, Fang-Yuan, e 陳方元. "The Relationships Between Customer Relational Benefits and Customer loyalty – An Empirical Study of Airline Customers in Taiwan". Thesis, 2006. http://ndltd.ncl.edu.tw/handle/66862171855946999328.
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博士國立成功大學
交通管理學系碩博士班
94
The airline market in Taiwan has shrunk a geat deal since 1997. In the face of new market situation, airlines were shifting their strategic focus toward retaining existing customers. To make matters worse, the Taiwan High-Speed Rail is projected to commence revenue service by the end of October 2006 which is expected to have a profound impact on airline market in Taiwan. It is therefore critical for airlines to maintain good relationships with existing customers and gain their loyalty. The purpose of this thesis is to propose and test an integrated model investigating the relationships among customer relational benefits, customer satisfaction, switching barriers, commitment, and customer loyalty. This study adopted a two-stage research approach. In-depth interviews with airline customers were first conducted to categorize the types of customer relational benefits in Taiwan’s airline market. Following the qualitative work, a research model was proposed to test the hypotheses. The second phase included an airline passenger survey administered at four major airports in Taiwan between July and August 2005. The structural equation modeling (SEM) was used to analyze survey data. The results revealed that relational benefits airline customers perceived included confidence benefits, social benefits, special treatment benefits, and respect benefits. The relative importance of relational benefits customers attached were confidence benefits, respect benefits, special treatment benefits, and social benefits. Confidence benefits were found to have the strongest direct impact on customer satisfaction, followed by respect benefits. In most cases, social benefits had positive impact on switching barreirs and commitment; customer satisfaction and switching barriers both had significant positive impact on commitment. In addition, customer satisfaction was positively correlated with behavioral loyalty and attitudinal loyalty. Among the exogenous variables, confidence benefits and respect benefits had the strongest total effects on behavioral loyalty and attitudinal loyalty. In terms of endogenous variables, customer satisfaction had the largest total effects on behavioral loyalty and attitudinal loyalty, respectively. Findings from the customer subgroup analyses indicated that commitment was an important variable that partially mediated the relationship between customer satisfaction, switching barriers and the two loyalty variables for high customer relationship proneness and female customer groups. A number of theoretical and practical implications were discussed and limitations and directions for future research were also addressed.
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Ling, Yu-Mei, e 凌毓鎂. "The associated relations of customer relationship management resources, customer relationship management practices and customer voluntary behavior: A case of customers at Taiwan Taoyuan international airport". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/773h5x.
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碩士國立東華大學
國際企業學系
95
In the recent years, as international airlines have emerged into competitive markets, many airlines have turned to customer relationship management (CRM). Moreover, airline companies also take advantage of customer data management to support them to obtain greater insights into their customer needs. This study investigates CRM resources of companies which have customer data management, relational selling behavior, cultural compatibility, and absorptive capacity to CRM practices including transparency and customization and customer voluntary behavior. Sampling population was taken from international airlines at the Taoyuan International Airport in Taiwan. Empirical results indicate that there are positive relationships on the targeted hypotheses that show that different CRM resources directly influence the practices of companies and improve customers’ voluntary behavior for companies. Our findings can provide the airline organizations to invest in and develop these resources of companies, and apply them toward improving their practices and building their services that can meet the passengers’ expectations and needs.
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SHEN-CHANGSUN e 孫伸暢. "The Moderation of Customer Personality on the Relationship between Customer Intimacy, Customer Satisfaction and Customer Loyalty". Thesis, 2019. http://ndltd.ncl.edu.tw/handle/48d3fu.
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碩士國立成功大學
經營管理碩士學位學程(AMBA)
107
With the help of demand for leisure, Tourism industry has been buoyant for few years, especially B＆B business in Taiwan. However, there is a trend that B＆B market has an oversupply due to reduction of Mainland China traveler and other factors. Therefore, B＆B hosts are facing the issue that how to survival from the increasingly competitive market. Based on literature review in hospitality industry, it is found that customer intimacy has significant influence on customer satisfaction and loyalty; while, customer personality also has significant influence on customer satisfaction and loyalty. However, there are few paper that focus on the moderation of customer personality on the relationship between customer intimacy, customer satisfaction and customer loyalty. Hence, the purpose of the paper is to explore how customer intimacy could influence customer satisfaction and loyalty under the moderation of customer personality. 400 questionnaires were distributed from 7th April to 14th April, 2019, and 341 questionnaires has been completed as valid. The finding suggests that openness, extraversion, agreeableness and neuroticism significantly moderate the relationship between customer intimacy, customer satisfaction and loyalty.
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WU, CHUN-YI, e 吳君儀. "The Relationships among Mobile Service Quality, Customer Satisfaction and Customer Loyalty– A Case study of Mobile Payment Customers". Thesis, 2019. http://ndltd.ncl.edu.tw/handle/kpcz5c.
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碩士長榮大學
企業管理學系碩士班
107
In Taiwan, social media and use of mobile devices is already quite mature, Market Intelligence & Consulting Institute report released on mobile payment market in 2017, we found that there are 80% of the general public will use mobile payment, and with the financial technology development of mobile commerce in the future have the opportunity to overturn the traditional consumption patterns, changing the original consumption habits.Therefore, this study is to investigate the relationship among the quality of mobile services and customer satisfaction and customer loyalty. Through the network to collect questionnaires, a total of 314 samples were collected, and 296 valid questionnaires were obtained with an effective rate of 94.3%. Research results (1) The mobile services quality has a positive impact on customer satisfaction; (2) Customer satisfaction has a positive impact on customer loyalty; (3) The mobile services quality has a positive impact on customer loyalty; (4)In this study, customer satisfaction has the partial mediation between mobile services quality and customer loyalty. Therefore, the technology of system availability and efficiency of mobile payment operators must be continuously strengthened to enhance user satisfaction. The services provided by the customer service department in response and communication will be differentiated if they are different from those of competitors. Strategy to increase customers willingness to use.
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Chen, Mei-Chi, e 陳美錤. "The Customer Journey Mapping- Female Customers of Facial Skincare Products". Thesis, 2015. http://ndltd.ncl.edu.tw/handle/31345695080438114779.
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碩士國立臺灣大學
商學研究所
103
It has always been an important issue for companies to “know their customers.” The emergence and development of “Customer Journey Mapping” became the key to deal with this issue. It helps the company to identify if there is any room for service improvement and to find more business opportunities. By adopting this tool, company can appreciate customers’ needs, feelings and thoughts from customers’ perspectives more effectively. In the beginning part of this study, the definition, related concepts, applications and the executing methods of customer journey mapping will be comprehensively discussed and clarified. This study aims to build and compare the customer journeys of different types of customers, and therefore to discover the customers’ needs that are not yet satisfied by the products or services, with an eye to concluding further managerial implications. This research applied the customer journey mapping tool to analyzing 20- to 35-year-old Taiwanese female customers of skincare products, in order to comprehend their information- and purchase-behaviors. The method of research started from generalizing the interviewees into 3 kinds of personas. Secondly, divided the customer journey into 5 phases; furthermore, to know customers’ goals, touchpoints, feelings and thoughts in respective phases. This research will help companies to compare the differences among types of customers, investigate and identify their unsatisfied needs, and therefore provide executable solutions to solve these problems. The results shows that no matter which type the female customer belongs to, the process of collecting sufficient data plays an important role. The source of differences mainly comes from the “purchase phase,” where each type of customers chooses distinct channels because of different reasons. In addition, this study also discovered several customer dissatisfactions and formed corresponding managerial suggestions.
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Chuang, Ching-Ju, e 莊靜儒. "Customer Satisfaction and Customer Loyalty: Meta-Analysis". Thesis, 2015. http://ndltd.ncl.edu.tw/handle/5e9q5f.
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碩士國立臺北大學
企業管理學系
103
The purpose of this research is to investigate the relationship between customer satisfaction and customer loyalty. A meta-analysis of customer satisfaction-customer loyalty constructs was conducted to identify the strength of the relationship and the influence of moderating factors affecting those relationships. By collecting articles from three databases (EBSCOhost: Business Source Complete, ProQuest: ABI/INFORM Complete and ScienceDirect Online, search the quantitative articles collected in the top 40 marketing journals, ranked by Hult, Neese, & Bashaw (1997), with keywords of: customer satisfaction to customer loyalty, repurchase, referral/ recommend and word-of mouth (WOM). After meta and regression analysis, here are our conclusion, first of all, customer satisfaction and customer loyalty indicate strong positive relationships (0.52160), second, sample size and whether if it is student sample would effect the relationship between customer satisfaction and customer loyalty.
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Lin, I.-Ju, e 林意茹. "The Impact of Customer Profile and Customer Participation on Customer Relatioship Management Performance". Thesis, 2003. http://ndltd.ncl.edu.tw/handle/27564469027341767445.
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碩士輔仁大學
資訊管理學系
91
The market has rapidly changed and so has the customer’s needs as well. After realizing the major source of the value is created from customers, the companies are now focusing on maintaining long term customer relationships. To reach this goal, the companies must understand customer needs. It indicates that the knowledge about customer as crucial factor. The knowledge about customers comes from customer profile and customer participation. The companies use the information technologies to get the customer profiles, include data and information of customers, and the tacit knowledge about customer via customer participation. This study attempts to clarify the potential relationship among the above constructs via experiment. The results of this experiment show that the customer profile improves customers’ perception on goods qualities and then increase the effectiveness of CRM. In addition, customer participation can help to improve customers’ perception on goods qualities and enhance performance of CRM through perceived participation. Also customer participation make customers involve the value delivery process and raise the perceived participation to change acknowledge and attitude toward company and produces or service. The result indicates that in order to firmly establish the customer relationship should based on the understanding of customers’ needs and company would gain more complete knowledge about customer through customer profile and customer participation.
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Yeh, Jin-Yu, e 葉金玉. "A Study on The Service Quality, Customer Satisfaction, Customer Relationship and Customer Loyalty". Thesis, 2013. http://ndltd.ncl.edu.tw/handle/27202067875095047747.
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碩士逢甲大學
經營管理碩士在職專班
101
In recent years, due to rapid global economic changes and the uncertainty of the European debt crisis, Taiwan&;#39;s banking industry is facing considerable challenges. In order to response the global competitive environment, Taiwan&;#39;s government timely implement the relevant laws and regulations which include Financial Holdings Act, that makes the whole banking structural changes, including : oligopoly financial markets becoming an open market, a financial holding company set up, the invasion of multinational financial group, the signed of the ECFA, Chinese banks to enter the Taiwan market, financial product homogeneity and lack of new product development capability of local banks, the market into a price competition. Banks should ponder how to improve service quality, to establish a good brand image, provide goods or services to meet customer demand, to maintain long-term stable relationship of the customer and the bank, improve customer satisfaction and loyalty, and strengthen their competitive advantage. In this study, a questionnair survey is used to obtain data, the relationship among quality of banking services, customer satisfaction, loyalty and customer relationship marketing are discussed, and the banking correspondents are as the object of study. The SPSS software are used to analyze the statistical data, and the results are as follows: 1. Banking customer service quality has a significant positive affect on customer satisfaction 2. Banking customer service quality has Significant positive affect on relationship marketing. 3. Banking customer relationship marketing has a significant positive affect on customer satisfaction. 4. Banking customer service quality has a significant positive affect on customer loyalty 5. Customer satisfaction has a significant positive affect on customer loyalty. 6. Banking customer relationship marketing has a significant positive affect on customer loyalty. The results of this study hopes to provide the reference and the banking sector to strengthen the relationship marketing decisions. The study concludes that the managerial implications and specific suggestions.
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NGUYEN, THI PHUONG-ANH, e 阮氏芳英. "The Influence of Customer Orientation on Customer Value, Relationship Quality and Customer Loyalty". Thesis, 2017. http://ndltd.ncl.edu.tw/handle/k7r7bp.
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碩士國立臺北科技大學
技術及職業教育研究所
105
Education is considered to play an important role in social, popularing education is always a special mission. The development of a country usually begins from education. Nowadays, customer orientation becomes more and more popular not also in government school but also in private school. Besides, education organization is relised to be a business model, gives away many beautiful values to thousands and thousands students. Schools give educational values to students, and students are the customers of school. Based on students of satisfaction and trusts, schools will find the solutions and elevate the brand performance. As the result, this study observes the phenomenon as the research background and motivation. Through the integration of the past researches, this research has developed a customer orientation, brand value, emotion value, trust, satisfaction and customer loyalty of the theoretical framework. In this study, an empirical investigation education industry to explore the relationship between the variables, and to develop marketing strategy for the industry as a reference, hoping to contribute to the development of its strategy. The result indicates that: customer orientation has significant positive effect on customer value (brand value and emotion value), customer value has significant positive effect on relationship quality (trust and satisfaction), relationship quality (trust and satisfaction) has significant positive effect on customer loyalty.
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Liu, Wei-Liang, e 劉韋良. "Relationship of Content Marketing Among Customer Satisfaction, Customer Perceived Value and Customer Loyalty". Thesis, 2018. http://ndltd.ncl.edu.tw/handle/x7sttg.
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碩士國立中興大學
企業管理學系所
106
The purpose of this study is to explore the impact of content marketing on customer perceived value, customer satisfaction, and customer loyalty. According to previous literature, customer satisfaction increases will cause customer loyalty increase and customer perceived value increase will cause customer loyalty increase. Hence, This paper specifically discusses whether companies through content marketing can increase customer satisfaction and customer perceived value through content marketing, and then increase customer loyalty to make the company earn more customers. Using online questionnaires, the analysis found that the most effective target group is young people aged 23 to 27, the impact on women is higher than men, and university-educated people are relatively better able to understand the information delivered by content marketing. Beside customer with higher frequency of viewing advertisements also have higher customer satisfaction, customer perceived value, and customer loyalty. After the company understands the target group, it can put the target of content marketing on young people, and it will get a higher hit rate and resonance. The company indirectly promotes customer loyalty through the content marketing, to increase customer satisfaction and customer perceived value. After the company increases customer loyalty, it can make the company have more customers, maintain good relationships with old customers and establish new relationships with new customers, and also the company always regards increasing loyalty as one of its long-term goals.
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Cheng, Hui-Hung, e 鄭惠紅. "The Impacts of Customer-Related CSR and Service Quality on Customer Loyalty--The Moderating Effects of Customer's Attributions". Thesis, 2010. http://ndltd.ncl.edu.tw/handle/kdnbam.
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碩士國立交通大學
經營管理研究所
98
Despite there is an increasing emphasis on CSR in the marketplace, little is known about the effects of a company’s CSR actions on customer loyalty. Previous researches indicate that there are several factors influence customer loyalty, such as service quality, customer satisfaction, and customer trust. Based on previous studies, this study argues that a firm’s customer loyalty are determined by both of consumer satisfaction and customer’s trust in management practices and policies, which are further predicted by a firm’s key business practices for customer-related CSR and service quality. Besides, the moderating effects of customer’s different attributions to a firm’s CSR initiatives on the causal relationships proposed in this study are also examined. The proposed model is to be empirically examined by the data collected from the convenience store industry. In Taiwan, convenience stores open 24 hours a day and 7 days a week, and offer many products and services for daily use to customers quickly. Thus, convenience store is indispensable to everyone’s daily life in Taiwan. With about 8,400 stores, the market share of the top three convenience stores is more than 90% (7-11, FamilyMart, Hi-Life). Moreover, due to customers patronize convenience stores frequently, these convenience stores can play a good platform role to promote CSR activities and concept to these customers. That is why this study chooses convenience stores as the study target. There were 309 valid questionnaires collected by quota-sampling for analysis after deleting invalid questionnaires. According to Anderson and Gerbing (1988), a two-step approach was adopted to examine the causal relationships. In addition, chi-square difference tests were used to test the moderating effects of customer’s attributions on the proposed causal relationships. In this study, the results indicate that the convenience store’s key business practices for customer-related CSR and service quality have positive effects on customer satisfaction and customer’s trust in MPPs, which in turn have positive effects on customer loyalty. In addition, the results indicate that only three of four attribution types have moderating impacts on the proposed model: customer’s benevolence attribution, stakeholder attribution, and egoistic attribution obtain partial supports. For practical managers, despite that the convenience stores do CSR activities can increase customer satisfaction, customer’s trust in MPPs, and customer loyalty, they should also concerned customer’s attributions. Based on the results of the empirical study, this study provides some suggestions for the practical managers to increase customer loyalty.
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Pai, Min-hua, e 白敏華. "The effect of customer orientation of salesperson on customer satisfaction and sales performance-Moderating effects of customer’s personality". Thesis, 2010. http://ndltd.ncl.edu.tw/handle/71843229049078678178.
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碩士國立中山大學
人力資源管理研究所
98
This study is to discuss the correlation between customer orientation, customer satisfaction and sales performance, also discuss the mediating effect of customer satisfaction and moderating effects of customer’s personality of salesperson in the animal health industry. “Customer-oriented” selling can be viewed as the practice of the marketing concept at the level of the individual salesperson and customer. The marketing concept requires an organization to determine the needs of a target market and adapt itself to satisfying those needs better than its competitors. In the marketing concept, all parts of an organization are oriented toward solving customer problems and meeting the needs of the marketplace. “Customer-oriented” selling is directed toward providing customer satisfaction and establishing mutually beneficial, long-term relationships with its market. The conclusions of this study and significant to the management are presented as follows: 1.Customer satisfaction and sales performance are significantly related to the practice of customer-oriented selling. 2.Customer satisfaction is significantly related to sales performance. 3.The mediating effect of customer satisfaction is significantly related to sales performance. 4.The interaction between customer personality types (as measured by the MBTI) and customer-orientation were not found to have significant influence. 5.Salespeople might improve customer satisfaction and their performance if they attempted to solve customer problems and meet their needs. 6.Understand the different personal-approach needs of the customers can maintain loyalty and long-term customers and increase sales effectiveness.
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Chiu, I.-Chih, e 邱奕智. "On Customer Satisfaction and Customer Loyalty: A Confirmatory Research of One Machine Tool Manufacturer and Its Domestic Customers in Taiwan". Thesis, 2004. http://ndltd.ncl.edu.tw/handle/2ft6e8.
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碩士朝陽科技大學
工業工程與管理系碩士班
92
The conceptual framework of this study is based on the ECSI (European Customer Satisfaction Index) model from ECSI technical committee in 1998. This study would like to use ECSI model to test and verify the hypotheses and relationships among the point of view on customer satisfaction, customer loyalty, corporation image, customer expectations, product quality, service quality and perceived value in one machine tool manufacturer and its domestic customers. The objectives of this study are as follows: 1.Investigating whether the manufacturer and its domestic customers have significant differences in view of corporation image, customer expectations, product quality, service quality, perceived value, customer satisfaction and customer loyalty. 2.Investigating whether customer satisfaction and customer loyalty have significant correlation with other dimensions of this study. 3.To test and verify the ECSI model by the points of view of one machine tool manufacturer and its domestic customers in Taiwan. According to the conceptual framework, hypotheses and objectives, by way of factor analysis, validity and reliability analysis, multivariate analysis of variance and independent-samples t test, Pearson correlation coefficient test, path analysis and stepwise regression analysis, the major findings of this study are as follows: 1.There are significant differences on the points of view of perceived value and customer loyalty for the manufacturer from those of its domestic customers. 2.Customer satisfaction and loyalty have significant correlation with other dimensions of this study. 3.Corporation image, customer expectations, product quality, service quality and perceived value have significant effectiveness to customer satisfaction and customer loyalty. 4.Service quality has the most interpretation power to customer satisfaction. 5.Customer satisfaction has the most interpretation power to customer loyalty.
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Jung, Shiwen, e 鍾喜文. "A Study on the Relationships of Customer Value, Customer Satisfaction, Customer Loyalty and Customer Relationships in Taiwan Beauty SPA Industry". Thesis, 2013. http://ndltd.ncl.edu.tw/handle/36400213669326905396.
Texto completo da fonteResumo:
碩士靜宜大學
管理碩士在職專班
101
The beauty industry in Taiwan has been booming in recent years, and its business model could be a personalization, a home industry or even like a large multi-national corporation that yearly income is over several billion US dollars. Alouth the beauty industry seems to be a simple business to operate for its relatively small investment and lower entry barriers, notice that it is not so easy to be success. The purpose of the was to explore business models of beauty SPA centers and identify the relationships between beauty SPA center dealers and their customers through the points of view of consumers for customers retention. 150 copies of questionnaires were designed to examine the relationship between beauty SPA center dealers and their consumers and to explore the customer value, customer satisfaction, customer loyalty and customer relationships. The results show that customer value represented by beauty SPA consumers displays a positive correlation with both customer loyalty and customer satisfaction; in addition, the positive correlationship is developed for customer satisfaction and customer loyalty. Also, the relationships between the beauty SPA center dealers and customers have been shown to be positively with both customer satisfaction and customer loyalty. Moreover, the significant difference is between certain responsers’ characteristics and customer value, customer satisfaction, customer loyalty and customer relationship respectively. To reduce costs of customers searching and to gain strategic advantage, the study suggests that beauty industries should pay more attention to customer value, enhance customer satisfaction to earn great customers’ loyalty, and keep long-term business relationships with their customers.
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CHENG, PENG GUO, e 彭國成. "A Study of the Relationships among Customer Involvement, Customer Brand Engagement, and Customer Loyalty". Thesis, 2016. http://ndltd.ncl.edu.tw/handle/32801278180619233167.
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博士大葉大學
企業管理學系碩士班
104
ABSTRACT The importance of developing and sustaining strong and enduring customer-brand relationships continues to be heavily documented in relationship marketing research field, since strong customer-brand relationships will positively influence brand loyalty. Within the conceptual framework of relationship marketing, customer satisfaction has traditionally been investigated as perhaps the key mediator of customer loyalty, with high levels of satisfaction being linked to the achievement of customer loyalty. Previous empirical studies, however, generally fail to confirm such view. Consumer engagement is emerging as a new central concern in brand loyalty strategies. Nonetheless, the concept is new and has been dealt with so far in widely differing and sometimes contradictory ways in both the academic and professional literature, so understanding the true nature of engagement is now both timely and necessary. The basic aim of this study is to explore the relationships among customer involvement, customer brand engagement, and brand loyalty. The data for this study was collected through a survey. The results of the study indicate that the higher the customer brand engagement, the higher the degree of brand loyalty. Furthermore, customer brand engagement will partially mediating the relationship between customer involvement and brand loyalty. These findings have important implications for the management of customer-brand relationships amongst different customer segments and for the development of operational strategies. Key words: Customer brand engagement, Customer involvement, Brand loyalty
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Fu, Ching-Wen, e 傅晴雯. "The Relationship among Ambidexterity, Customer Identification and Customer Satisfaction: Customer Trust as Moderating Variables". Thesis, 2014. http://ndltd.ncl.edu.tw/handle/99246689101709708263.
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碩士東吳大學
國際經營與貿易學系
102
Ambidexterity is a metaphor to describe and organization’s ability to perform seemingly conflicting tasks or pursue disparate goals simultaneously. During the past, researches on ambidexterity have been focused primarily at the organizational level; seldom concentrated at the individual level. This study focused at the psychological effect of the customers when they face service staff’s operation of ambidexterity under manipulative environment. Referred to literature review, this study selected ambidexterity as independent variable, customer identification and satisfactions as dependent variables; customer trust as the moderating variable to examine the effect of the research framework. The questionnaire is designed and disseminated to teller of the planned bank. From 360 questionnaires disseminated, 340 copies were collected. Data were put into analysis with factor analysis, ANOVA and multiple comparison analysis testing etc. According to the result, ambidexterity is shown to have significant effects on customer identification and satisfaction. Under a higher sale ambidexterity level, the customer satisfaction is lower. However, customer trust does not moderate the effect of ambidexterity on the customer identification and satisfaction. Only in case of low level of customer trust, higher level of ambidexterity associates with lower level of caring dimension of identification. The conclusion suggests that enterprises should establish a training protocol of embedding selling skill into the services for ambidexterity setting. Besides, to increase the level of customer identification and satisfaction, the management is not recommended to operate ambidexterity into the goal-setting method. The organizations could design the departments or teams according to the different demands of customers to offer all kind of services and selling functions thus achieve the total objectives of the company.
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CHANG, YU-CHENG, e 張堉程. "The Effect of Membership duration on customer Perceived Value, Customer Satisfaction and Customer Loyalty". Thesis, 2017. http://ndltd.ncl.edu.tw/handle/61311664496445281479.
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碩士國立高雄第一科技大學
行銷與流通管理系連鎖加盟管理碩士班
105
In recent years, the retail industry has almost reached saturation point, leading to increased competition. In addition to attracting new customers, loyalty programs are launched to retain the existing customers, offering benefits such as accumulation of bonus points etc.. Due to the widespread use of loyalty programs, however, the effectiveness of such programs must be put in question and the future development of loyalty programs needs to be discussed. In this study, 200 questionnaires were collected from customers of a large warehouse retailer. The data was analyzed using the statistical software SPSS20.0, applying descriptive statistics, reliability and validity analysis, factor analysis, regression analysis and MANOVA analysis. The results show that: (1) perceived value will positively affect customer satisfaction; (2) customer satisfaction will positively affect customer loyalty; (3) perceived value will positively affect customer loyalty; (4) There is a significant difference among new and longtime members with respect to the perceived value, customer satisfaction and customer loyalty causal chain. Based on the above research results, managerial implications are discussed and suggestions provided to retailers as to how to enhance their membership card function in order to increase customer perceived value, create higher levels of customer satisfaction, and enhance customer loyalty.