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Tchatchouang, Honoré. "La question des « objets vivants » et leur conservation dans le contexte des chefferies de l'Ouest du Cameroun." Electronic Thesis or Diss., CY Cergy Paris Université, 2022. http://www.theses.fr/2022CYUN1158.
Повний текст джерелаIn the Bamileke chiefdoms, the patrimonialization has been translated for severaldecades by the opening of museums. They have the particularity of preserving collectionsfrom the local communities who are the holders. Museum pieces are regularly taken out to be used in social life. This staging of heritage involves at least two groups of actors: on the one hand, the royal servants in charge of customary management, and on the other, the employees of the museum institutions. The ambivalent status of the objects raises questions about the relevance of conservation choices, insofar as they are modelled on the Western model. If it is accepted that the perception of heritage varies from one culture to another, it is also conceivable that the modes of preservation are plural. Based on the study of situated projects, the thesis explores alternative management and preservation approaches that bring together community knowledge and museum management standards. The proposed solutions take intoaccount local realities, chiefdoms' expectations and the types of objects to be preserved. This research is based on the hypothesis that any museum enterprise takes on meaning according to the cultural context and is necessarily part of a political action. The thesis defends the absence of a universal museography and shows that the preservation and valorisation of heritage depend largely on the society in which they are embedded
Larsson, Anton. "The right of states to use force against non-state actors : is the "unwilling or unable" test customary international law?" Thesis, Stockholms universitet, Juridiska institutionen, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:su:diva-120867.
Повний текст джерелаFoukona, Joseph Daniel. "Land, Law and History: Actors, Networks and Land Reform in Solomon Islands." Phd thesis, Canberra, ACT : The Australian National University, 2017. http://hdl.handle.net/1885/144607.
Повний текст джерелаMonmousseau, Philippe. "Passengers : customers, actors and sensors of the air transportation system." Thesis, Toulouse 3, 2020. http://www.theses.fr/2020TOU30244.
Повний текст джерелаAir transportation uses planes to transport passengers efficiently between two airports, and its development has been driven by the continuous improvement of planes as a safe and efficient means of transportation. However, if the COVID-19 pandemic has taught the air transportation system one lesson, it's that a problem affecting passengers can be far more detrimental to the air transportation system than a problem affecting planes. Acknowledging the fact that passengers are omnipresent and necessary to the air transportation system, this study proposes to consider passengers as sensors of the air transportation system and harness data generated by passengers to evaluate in near real time the flight-centric metrics traditionally used to evaluate the air transportation system performance. Data generated by passengers have the additional benefit of offering a means of evaluating the interactions between passengers and the other stakeholders of the air transportation system, such as airlines and airports. The journey of a passenger starting and ending beyond the boundaries of airport facilities, the data generated by passengers throughout their journey can also be used to evaluate the full door-to-door journey of a passenger of the air transportation system
Barari, Mojtaba. "Actor Engagement and Platform Performance in the Sharing Economy: A Big Data Approach." Thesis, Griffith University, 2022. http://hdl.handle.net/10072/415332.
Повний текст джерелаThesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Dept of Marketing
Griffith Business School
Full Text
Lipusch, Nikolaus [Verfasser]. "Crowd-Based Entrepreneurship : How Crowd-Based Infrastructures Can Be Leveraged to Unlock New Innovation Potential for Entrepreneurs, Customers and Actors of Entrepreneurial Ecosystems / Nikolaus Lipusch." Kassel : Universitätsbibliothek Kassel, 2020. http://d-nb.info/1212224116/34.
Повний текст джерелаCarlsson, William, and Fredrik Lidemyr. "Identifying customer value in the new 5G ecosystem : A case study on Ericsson." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-74488.
Повний текст джерелаMouminoux, Claire. "Biais comportementaux et stratégies des acteurs du marché de l'assurance." Thesis, Lyon, 2018. http://www.theses.fr/2018LYSE1213/document.
Повний текст джерелаThis thesis aims at explaining interactions among economic agents operating in the retail insurance market. On the one hand, the policyholder is willing to be covered against a risk. To do so, they have to explore the insurance market to purchase a contract in line with their risk perception. On the other hand, insurers compete in a regulated market which imposes capital constraints for shock loss absorption purposes. In between, intermediaries may provide services in order to facilitate interaction between risk-adverse consumers and risk-taker firms. In this context, we analyze economic behaviors of insurance actors through different perspectives. Chapter 1 and 2 both result from original laboratory experiments, conducted through a web-interface especially designed for these studies. Results in Chapter 3 rely on a theoretical model and numerical simulations. Chapter 1 emphasizes on the relationship between honesty and beliefs about honesty of economic agents. According to laboratory results, we show how the uncertainty and the perception of advantageous conditions impact the level of honesty and beliefs about honesty. In general, consumers estimate that intermediaries are more honest than they really are, hence supporting their physical presence in the insurance market. However, intermediary financial incentives are a source of distortion of honesty beliefs: the weaker the level of the incentive, the stronger the deviation anticipations. In Chapter 2, we shed light on the dilemma faced by insurance purchasers under a multichannel distribution. Should the consumer, themselves, choose from a large set of insurance policies, or rather delegate a part of their decision to a more or less honest intermediary? Using experimental approaches, including exogenous search costs, we show that obfuscation and beliefs about intermediary honesty are the main determinants of individual choices. We also find that obfuscation and intermediaries’ deviation are the main sources of inefficiency in decision-making, especially regarding the features of the insurance contracts chosen by consumers. Our identification of the focal point effect supports the importance of the price level on purchasing decisions rather than the risk environment or the coverage level. The introduction of search costs in the exploration process, as well as the heterogeneity of beliefs about honesty, justify multichannel distribution strategies adopted by insurers. An analysis of insurer price competition with a repeated one-period non-cooperative game is conducted in Chapter 3, where both insurer losses and consumer behaviors are stochastic. Because of regulatory obligations, we consider a solvency constraint when computing Nash-Equilibrium. We determine the sensitivity of the premium equilibrium with respect to the parameters, especially when firms do not benefit from same competitive advantages (i.e. reputation effect leading to differences in consumers inertia or market seniority leading to differences in capital stock). We also study insurers’ market share in response to the entry of new insurer undercutting prices but dealing with binding solvency constraints
Kaiser, Lena Katharina, and Anna Federika Würthner. "Keeping SaaS business clients loyal : An exploratory multi-case study on how to design loyalty initiatives." Thesis, Internationella Handelshögskolan, Jönköping University, IHH, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-48974.
Повний текст джерелаRåbergh, Michaela, and Amanda Sars. "Förändrad interaktion, förändrat värde? : En kvalitativ studie om värdeskapande vid mänsklig och teknisk interaktion." Thesis, Södertörns högskola, Institutionen för samhällsvetenskaper, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-27697.
Повний текст джерелаGrall, Bénédicte. "Le rôle de la technologie dans la construction des représentations et des pratiques de la relation client : le cas des progiciels CRM." Thesis, Jouy-en Josas, HEC, 2014. http://www.theses.fr/2014EHEC0011/document.
Повний текст джерелаThough management tools are more and more present in organizations, little is known on how they act on mindsets, on habits and on behaviours.This dissertation focuses on the role of CRM software packages in the construction of customer relationship representations and practices. These software packages were studied at two different levels: the sales director community and an organization. First of all, a professional journal analysis between 1990 and 2009 was conducted. The results show that CRM software packages were institutionalized and that this institutionalization comes with a shift in the representations of what is considered as "good" customer relationship management. Then, a ten year in-depth case study of the implementation and the use of a CRM software package was conducted.The results show that the implementation of a CRM software package requires a continuous translation process. They also highlight some changes in practices, of which some are unintended. The changes are related to customer knowledge, its sharing and the modes of control inside the firm. Beyond changes in hierarchical control, the CRM software package leads to the implementation of two new modes of control: a lateral control(between peers) and a transversal control (between functions). This research is in line with the literature that considers that more attention has to be paid to management tools, and more generally to artefacts. We illustrate more broadly in this dissertation the interest of addressing organizational processes by taking seriously the technical objects indissociable from action. Taking them as a starting point for research could be a mean to inform currently underexplored phenomena
Ehrenbergerová, Martina. "Podnikatelský záměr." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2012. http://www.nusl.cz/ntk/nusl-223530.
Повний текст джерелаMurakami, Miki. "A Study of Compensation for Face-Threatening Acts in Service Encounters in Japan and the United States." PDXScholar, 2011. https://pdxscholar.library.pdx.edu/open_access_etds/381.
Повний текст джерелаDavid, Thomas. "Trois essais sur la trésorerie des entreprises." Thesis, Paris Sciences et Lettres (ComUE), 2016. http://www.theses.fr/2016PSLED041/document.
Повний текст джерелаThe increasingly competitive and uncertain economic environment requires firms to show caution and to anticipate their needs. Based on this observation, this thesis discusses several topics that are closely related to corporate cash management choices. The first chapter of this thesis show that offering an optional stock dividend enables firms to temporarily reduce cash outflows to shareholders without being penalized by the market. This peculiar type of payout then allows firms to maintain their levels of liquidity and flexibility during economic downturns. The second chapter focuses on the link between customer risk and corporate liquidity management choices. High customer risk then appears to firms holding higher cash reserves compared to credit lines. Finally, the third chapter highlights the benefits of maintaining long-term buyer-supplier relationships. These partnerships then arises as sources of increased operating efficiency and profitability for firms
Svobodová, Veronika. "Hodnocení výkonnosti podniku." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2015. http://www.nusl.cz/ntk/nusl-225076.
Повний текст джерелаLamouroux, Guillaume. "Les subventions aux entreprises privées : contribution à l'analyse civile et fiscale de l'acte neutre." Electronic Thesis or Diss., Bordeaux, 2021. http://www.theses.fr/2021BORD0018.
Повний текст джерелаWhile the notion of subsidy is widely discussed within public law and financial science, private law remains relatively indifferent to this subject. This is particularly detrimental given that the concept of subsidies for and by private companies can only be imperfectly assessed via the classical analysis of these subjects where a subsidy is viewed as an unconditioned financial support. Studying subsidies to private companies thus enables us to assess the appropriateness of this classical analysis and to suggest a renewed understanding of subsidies on three aspects.Firstly, unlike in public law, a subsidy must be viewed as a unilateral contract, not a unilateral act. It is important indeed not to confuse the expression of consent by a legal entity, which results from a unilateral act, with the act of granting a subsidy, which is contractual in nature. A subsidy is also just a type of financial support. It is characterized by a direct wealth transfer from the grantor of the subsidy to its beneficiary, valued on the achievement of a specific goal. These two elements are essential as they differentiate a subsidy from other types of private companies’ support mechanisms (such as debt relief, loans, underpriced or overpriced transactions) and show that being goal-oriented does not commit the beneficiary to realizing the stated objective, rather it is the binding nature of a contract that enforces this obligation. In case of non-compliance, the subsidized entity will be subject to the contract’s termination clauses for being in default of its contractual obligations, a forced contractual compliance being not possible as it remains a management decision. Finally, a subsidy is not exactly an unconditioned financial support, rather it is a support without direct obligations. If its grantor often aims to obtain a direct benefit against the issuance of a subsidy, it often obtains nothing. This alternative reflects the specificity of a subsidy as it can be given for free or not. In other words, a subsidy is a neutral act which explains its numerous practical difficulties. More precisely, as a neutral contract, a subsidy does not express a specific reason, in each case it must thus be assessed if the issuer has a vested interest in the granting of the said subsidy. This research is of great interest, as a subsidy granted for free, in particular by a private enterprise, has consequences in terms of company law – breach of the “specialty” principle – tax law – customary managerial decisions – and criminal law. Showing the limits of the freedom to subsidize private companies contributes to reveal the civil and tax identity of a neutral act
Nangpiire, Clement. "Customer engagement and value co-creation from the customer perspective in the hospitality industry." Doctoral thesis, 2019. http://hdl.handle.net/1822/60237.
Повний текст джерелаThis research seeks to study customer engagement and value co-creation from the guest perspective in the hospitality (hotel) industry in Ghana. It centres on customer’s perspective in the hotel setting as the guest is critical to the efficient provision and delivery of hospitality services since s/he buy memories, meal experience and service experience but not just service delivery, service quality or food and drink. Customers participating and engaging in value co-creation in the hotel sector bring on-board their personal resources (operand and operant) in the form of competencies and experiences to bear on the firm’s resources to co-create value. Customer engagement and value co-creation have been studied extensively in recent times. However, the current literature is silent in the examination of the actors and factors (f/actors) that foster/hinder customer engagement and value co-creation in the hospitality industry and the analysis of the customer's awareness about their contribution to value co-creation. It is also evident that an in-depth knowledge on how guests engage to co-create value and establish their multiple points of interactions are limited. Thus, the purpose of this study is to respond to these literature gaps through an empirical study. The object of study is the guests’ engagement experiences and co-creation practices within/beyond the hospitality industry. We addressed this purpose through five specific objectives as to (1) explore customer engagement and the f/actors that foster or hinder value co-creation within/beyond the hotel; (2) ascertain whether customers are aware/unaware that their competencies aid value co-creation; (3) identify and understand the relevant resource-envelop that customers use to engage in value co-creation; (4) discover value co-creation/destruction practices within/beyond the hotel; and (5) ascertain the consequences of ignoring/involving the customer in the co-creation processes. We established the foundations of our research in an in-depth literature review on Service Dominant Logic (SDL), Value Co-creation (VCC), Service Logic (SL), Customer Dominant Logic (CDL), Awareness, Practices and Customer Engagement (CE) among others. To understand the nature and dynamics of customer engagement, value co-creation or destruction, we designed a qualitative study. We gathered and analysed documents from the internet (hotel websites) related to guests’ experiences and conversations. We conducted four participant observation sessions and 35 in-depth interviews from customers to obtain a qualitative in-depth appreciation of their experiences. To safeguard the trustworthiness of the study, we adopt triangulation of literature, methods, data and researchers. Data was analysed using a thematic analysis framework, designed to ascertain, explore, and describe patterns found in the data with the support of NVivo 11 pro version. The study discovered that guests’ engagement within and beyond the hotel environment with multiple f/actors have an influence on their value co-creation/destruction process. We found that positive engagement like receptive, interactive and honest employees, responsible, helpful and friendly staff/front-office staff, meeting reliable friends/family members, good health services, reliable financial agents and visiting historical sites, safe, secured, serene environment and functional facilities/services bring memorable experiences and foster value co-creation. However, negative acts and situations, such as negligence, un-hospitable staff, deceptive/distrusted employees, police irresponsibility/harassment, distrusted actors, delays at airport, scary news items from televisions and radio stations, dishonest transport owners and robbery cases, frustrate guests, decrease their engagement levels and destroy value. We found that some customers’ level of awareness of their contributions in some cases has an influence on their decisions to deploy more resources. Some customers are aware of their contributions whiles others are unaware. Those aware are willing to deploy and integrate more resources and demand for better services than those who are unaware. We discovered that during the consumption journey, the customers/guests use a variety of resources such as, physical resources (physical features, attitude, time); mental/psychological/emotional/intellectual resources (i.e. competencies, skills, deep thinking, self-generative ideas/activities/practices); social resources (i.e. peers, friends, family, associations like political, religious, old boys/girls) and financial/material resources (i.e. smartphones, laptops, cars, money and bank cards). Guests engaged themselves at different levels via self-engagement; guest-toguest- engagement; and engagement with other f/actors, institutions, individuals and groups. The study also found that customers are willing to share their operant resources with firms for service improvements. They are also prepared to share their experiences and discuss both the strengths and challenges of service providers and go the extra mile to promote the services of firms to their family, friends and co-workers, through positive word-of-mouth (WOM), both personally and through social media. This study offers several contributions grounded on its empirical foundation. It suggests theoretical and managerial implications on how actors’ practices promote or impede customer engagement and value co-creation within/beyond the hotel. It generates a framework of customer engagement and cocreation/ destruction and explain how customer engagement experiences beyond and within the hotel positive/negative can facilitate/inhibit value co-creation or lead to value destruction. It thus extends customer engagement, value co-creation, value destruction and service-dominant Logic literature. The study also allows drawing managerial implications, which shift the focus of value co-creation from the firm circles to the customer domain, urging stakeholders about the growing consciousness of customers since conscious customers will demand for better service delivery. Finally, the study brought to the forefront, the influencing role of the external f/actors which are outside the control of the firm, but influence the way customers engage, co-create/destroy and determine value, suggesting the need for service providers to collaborate with other stakeholders in enhancing customer engagement and value co-creation.
Esta investigação analisa o envolvimento do cliente e a cocriação de valor do ponto de vista dos hóspedes na indústria hoteleira no Gana. Centra-se na perspetiva do cliente, uma vez que o hóspede é um ator crítico na prestação eficiente do serviço, sendo que ele compra memórias, experiências de refeições e experiências de serviços e não serviços por si só, qualidade dos serviços ou alimentos e bebidas. Os clientes que participam na cocriação de valor no setor hoteleiro trazem consigo os seus recursos pessoais (operandos e operantes), na forma de competências e experiências, para sustentar os recursos da empresa e, desta forma, para cocriar valor. O envolvimento do cliente e a cocriação de valor têm sido estudados extensivamente nos últimos anos. No entanto, a literatura é omissa na análise do nível de consciência dos clientes sobre sua contribuição para a cocriação de valor e na análise dos atores e fatores (f/atores) que promovem/dificultam o envolvimento do cliente e a cocriação de valor, em particular na indústria da hoteleira. Também é evidente que existe uma limitação no conhecimento aprofundado sobre a forma como os hóspedes se envolvem na cocriação de valor e como estabelecem os múltiplos pontos de interação que promovem essa cocriação. Neste sentido, o principal objetivo desta investigação é responder a essas lacunas através da realização de uma investigação empírica. O objeto de estudo são as experiências de envolvimento dos clientes e as práticas de cocriação dentro e fora do hotel. Abordamos esse objeto de estudo através de cinco objetivos específicos: (1) explorar o envolvimento do cliente e os f/atores que estimulam ou dificultam a cocriação de valor dentro e fora do hotel; (2) verificar se os clientes estão conscientes ou não da contribuição das suas competências para a cocriação de valor; (3) identificar e compreender o conjunto de recursos (envelope de recursos) relevantes que os clientes usam para participar na cocriação de valor; (4) descobrir práticas de cocriação /destruição de valor dentro/fora do hotel; e (5) analisar as consequências de se ignorar ou envolver o cliente nos processos de cocriação. A fundamentação teórica e conceptual desta investigação é feita através de uma revisão de literatura sobre os temas: Lógica Dominante de Serviços (SDL), Cocriação de Valor (VCC), Lógica de Serviço (SL), Lógica Dominante do Cliente (CDL), Consciência do consumidor, Práticas e Envolvimento do Cliente (CE), entre outros. Para compreender a natureza e a dinâmica do envolvimento do cliente e a cocriação e a destruição de valor, desenvolveu-se uma investigação qualitativa. Analisaram-se documentos da internet (sites de hotéis) relacionados com as experiências e as conversas dos hóspedes. Realizam-se quatro sessões de observação participante e 35 entrevistas aprofundadas a clientes, para obter uma compreensão qualitativa e aprofundada sobre as suas experiências. Para salvaguardar a confiabilidade da investigação, adotou-se a triangulação de literatura, métodos, dados e pesquisadores. Os dados foram analisados com o apoio do software NVivo pro, versão 11, utilizando uma estrutura de análise temática, projetada para averiguar, explorar e descrever os padrões encontrados nos dados. Os resultados da investigação indicam que o envolvimento dos hóspedes dentro e fora do ambiente do hotel com vários f/atores influencia o processo de cocriação/destruição de valor. Descobriu-se que f/atores positivos, como funcionários recetivos, interativos e honestos, pessoal de receção responsável, prestável e amigável, encontros com amigos/familiares confiáveis, bons serviços de saúde, agentes financeiros confiáveis, visita a locais históricos, ambiente seguro e sereno e instalações/serviços funcionais, trazem experiências memoráveis e fomentam a cocriação de valor. No entanto, atos e situações negativas, tais como negligência, funcionários não hospitaleiros, funcionários enganadores/desconfiados, irresponsabilidade e assédio policial, outros atores não confiáveis, atrasos no aeroporto, notícias de televisão e rádio assustadoras, proprietários de transportes desonestos e casos de roubo, frustram os hóspedes, diminuem os seus níveis de envolvimento e destroem o valor da experiência. Descobriu-se que o nível de consciência de alguns clientes acerca da sua contribuição para o processo de cocriação influencia, em certos casos, as suas decisões de integrar mais recursos. Alguns clientes estão conscientes das suas contribuições enquanto outros não o estão sendo que os que estão conscientes estão dispostos a integrar mais recursos na procura de melhores serviços. Observou-se que durante a jornada de consumo, os consumidores/hóspedes usam múltiplos recursos, como recursos físicos (características físicas, atitude, tempo); recursos mentais/psicológicos/emocionais/intelectuais (ou seja, competências, habilidades, pensamento profundo, ideias, atividades, práticas); recursos sociais (ou seja, colegas, amigos, família, associações políticas, religiosas, e antigos colegas) e recursos financeiros/materiais (ou seja, telefones, computadores, automóveis, dinheiro e cartões bancários). Os hóspedes envolveram-se a diferentes níveis através de auto-envolvimento; envolvimento hóspedehóspede; e envolvimento com outros f/atores e instituições, a nível individual e de grupo. A investigação também constatou que os clientes estão dispostos a compartilhar seus recursos operantes (operant resources) com as empresas para melhorias dos seus serviços. Os clientes estão também dispostos a partilhar as suas experiências e a discutir os pontos fortes e os desafios dos serviços oferecidos pelas empresas/hotéis e esforçam-se para promover os serviços das empresas às suas famílias, amigos e colegas de trabalho, por meio de passa-a-palavra positivo, tanto por via pessoal como através do meios digitais (social media). Esta investigação oferece várias contribuições baseadas em dados empíricos. Ela sugere implicações teóricas e de gestão acerca da forma como as práticas dos atores promovem ou impedem o envolvimento do cliente e a cocriação de valor dentro e fora do hotel. Apresenta uma estrutura sobre o envolvimento do cliente e a cocriação/destruição e explica como as experiências positivas e negativas de envolvimento do cliente dentro e fora do hotel podem facilitar/inibir a cocriação de valor ou levar à destruição de valor. Contribui, desta forma, para a literatura sobre o envolvimento do cliente, a cocriação de valor, a destruição de valor e a lógica dominante de serviço. A investigação permite também desenhar implicações práticas, sugerindo a mudança do foco da criação de valor do âmbito da empresa para o domínio do cliente, informando as partes interessadas sobre a crescente conscientização dos clientes para o seu papel no processo de cocriação de valor, já que clientes mais conscientes exigirão uma melhor prestação de serviços. Por fim, a investigação realçou também a influência e o papel dos f/atores externos na cocriação de valor, os quais estando fora do controle da empresa influenciam a forma como o cliente se envolve, cocria/destrói valor e o determina. Esta constatação sugere a necessidade de os prestadores de serviços colaborarem com diversas outras partes interessadas na criação de condições favoráveis ao envolvimento positivo do consumidor e à cocriação de valor.
Hentzen, Janin Karoli. "Technology-Facilitated Customer Engagement and Actor Networks in Financial Services – A Retirement Planning Perspective." Thesis, 2022. https://hdl.handle.net/2440/135613.
Повний текст джерелаThesis (Ph.D.) -- University of Adelaide, Business School, 2022
Chuang, Hsaio-wei, and 莊小葳. "How to care your customers sincerely and effectively?The influence of different recovery actions on customer satisfaction of recovery in incidental service failure of the caring program." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/g3k9xs.
Повний текст джерела國立臺灣科技大學
企業管理系
94
In the highly customer-oriented service industry, most companies claim that they care for their customers. However, any unmentioned details or inadequate communication may cause the misunderstanding of the caring program. In such situation, service failure occurs and companies would try to recover it. During the process of recovery, companies face the dilemma of giving up or persisting in the caring program. Do they give up the initial caring mind to compensate customers by following their desires or persist in it to provide adequate explanation without tangible compensation? And what kind of explanation brings the higher satisfaction toward the recovery? In the past, few researches talked about the topic of service recovery and caring programs. Our research focused on the caring program and two experiments were designed to investigate the relationship between the different recovery actions and satisfaction toward recovery. Study 1 examined the influence of satisfaction toward three different service recovery actions. The result revealed that“action without explanation” would bring the lowest satisfaction. However, among the discussion of giving up or persisting in the caring program, it discovered that consumers still want to be compensated by following their original desire. Even the companies indeed care them and offer the reasonable explanation; it would not bring the higher satisfaction. In study 2, we join the effect of “regulatory fit” during the recovery to discover the best strategy for companies to deal with the service failure without abandoning the caring program. The result exposed that while making customers get regulatory fit, “action with counterfactual reasoning explanation” would bring the satisfaction as good as “action that follows customers’ desire.” This research provided some suggestions for companies to recover the service occurred in the caring program. We find that if the companies make customers feel “regulatory fit”, it is not necessary to follow customers’ intention but bring as good as satisfaction. Therefore, companies can look after both sides of caring program and satisfaction.
Chen, Hung-Ling, and 陳弘霖. "The Strategic Actions with Regard to Customer variability and Employee variability – The Empirical Study for Hotel Industry." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/56a86h.
Повний текст джерела中原大學
工業與系統工程研究所
99
The government in Taiwan has always emphasized the tourism industries, the aim is to help the tourism industry to enhance their competitive advantage and future development. Hotel industries play the critical roles in the development of tourism industry. During the provision process of hotel service, both customers and employees involve in the process, therefore, the customer variability and employee variability are the key factors that affact the service quality significantly. It is thus that these kinds of variability determine the customer satisfaction, and hence the customer loyalty. Regard to this critical view, the issues of customer variability and employee variability in hotel service are worthy to study. Based on the related studies, we first discuss the typologies of customer variability and employee variability in the hotel service, and study the strategic actions used to decrease these variability. After these conceptural frameworks are developed, this study use questionnaire survey to investigate the actual situations of these typologies of customer variability and employee variability for hotel industry, and the implementation levels of the strategic actions used to decrease the customer variability and employee variability. In the final, we use statistical analysis and I-P analysis model to find out the critically strategic actions. The result of this study can offer the hotel industries as a reference when they want to plan the strategies and control actions to reduce the variability of service, and enhance the customer satisfaction.
Vicente, Catarina Gonçalves Simões Nicolau. "Machine Learning Algorithms – Application on Big Data to Predict Retention Actions Needs." Master's thesis, 2020. http://hdl.handle.net/10362/103843.
Повний текст джерелаWei-ChihTseng and 曾薇芝. "A Research on Perceived Value, Perceived Risk and Purchase Intention—Take the Purchasing Actions of Taiwanese Customers on the Taiwanse and Korean Homeshopping Websites as Examples." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/28782458743834033925.
Повний текст джерела