Search results for " client"
showing 10 items of 84 documents
Customer data collection infrastructure and Customer Experience Management:The SAQ Case Study
2017
Channel integration makes Customer Experience Management more complex and requires from retailers a regeneration of their value proposition. A longitudinal case study reveal a hierarchical sequence of operant resource triad: cultural mindsets, strategic directions for designing value propositions, and a dynamic system of capabilities for continually renewing customer experiences. The implementation of a customer data collection infrastructure, the adoption of an iterative and sequential innovation process, and the mobilization of cross-functional and multidisciplinary project teams, will help develop the firm’s dynamic system of capabilities.
Evaluation of customer satisfaction with the hospital catering system in the city of Palermo (Italy) [Valutazione della Customer Satisfaction nella “…
2009
Obiettivi: lo scopo dello studio è stato quello di rilevare la ”customer satisfaction” nella ristorazione ospedaliera di pazienti ricoverati in due strutture pubbliche (Azienda Ospedaliera Universitaria Policlinico e Presidio Ospedaliero Asl 6) ed in un Presidio Ospedaliero privato di Palermo, valutandone le differenze anche in relazione alla diversa tipologia di preparazione dei pasti, con “cucina centralizzata”, nel pubblico, ed “in loco”, nel privato. Metodi: l’indagine è stata realizzata con questionario a risposta multipla mediante intervista diretta, somministrato a 207 pazienti, su 227 presenti, che hanno collaborato all’inchiesta. Risultati: Giudizi favorevoli sono stati espressi so…
Interferenze e convergenze fra prostituzione e tratta nelle recenti proposte di incriminazione del cliente
2017
Il sesso a pagamento è un fenomeno fortemente eterogeneo: se la prostituzione volontaria è rivendicata come scelta dai c.d. sex worker, proprio lo sfruttamento sessuale costituisce una delle principali attività di lucro per i gruppi criminali che operano nel traffico di esseri umani. Di recente, in Europa, sembra riscuotere un certo successo la convinzione che l’incriminazione del cliente possa scoraggiare la « domanda » di persone da utilizzare nel mercato dello sfruttamento sessuale: oltre al modello svedese che punisce il cliente tout court, nella direttiva anti-trafficking si invitano gli Stati membri ad introdurre norme penali contro il cliente consapevole della condizione di soggiogam…
Segmentando clientes a partir del valor del servicio. Una aproximación en el contexto de la relación entre empresas
2007
ResumenSe argumenta en la literatura de marketing de servicios que el proceso de servicio puede ser el antecedente más importante de la evaluación que el cliente hace sobre su resultado, y que en ese juicio evaluativo último, el valor del servicio adquiere un papel esencial al explicar la retención del cliente. Sin embargo, las características de este proceso de creación no han sido extensamente estudiadas, especialmente en un contexto de relación entre empresas. El objetivo de este trabajo es proponer y testar un esquema conceptual que explore las relaciones existentes entre el valor, la satisfacción y la respuesta conductual del cliente, recogiendo la propuesta de Parasuraman, quien recon…
Inspiration, interaction, efficiency and simplicity : 4 values that can be mobilized in store to improve the customer experience
2020
The development of e-commerce is both a source of unprecedented competition for physical stores but also an opportunity to think about their commercial proposition. Creating a unique and memorable experience for their customers has become the major challenge for retailers today. Based on a literature review and customer interviews, this paper suggests four major values of shopping experience -simplicity, efficiency, inspiration and interaction -and their variations. Implications and guidelines are address to retailers willing to develop easily their experience offer.
Engager la réciprocité du client réclamant à l’ère digital
2019
International audience
Cultural adaptation of the Smiling is Fun program for the treatment of depression in the Ecuadorian public health care system: A study protocol for a…
2021
Background Depression is one of the world's major health problems. Due to its high prevalence, it constitutes the first cause of disability among the Americas, where only a very low percentage of the population receives the adequate evidence-based psychological treatment. Internet-Based Interventions (IBIs) are a great alternative to reduce the treatment gap for mental disorders. Although there are several studies in low-and middle-income countries proving IBIs' feasibility and acceptability, there is still little evidence of the effectiveness in diverse social and cultural contexts such as Latin America. Methods Two studies will be described: Study 1 is focused on the cultural adaptation o…
Analysis of the adopting process of a new retailing formule : contribution of the organizational socialisation
2013
This thesis focuses on the analysis of a retailing innovation adoption process by customers. More in particular it examines the effect of Customer Organizational Socialization on the relationship between Relational Satisfaction and Customer Loyalty to a new form of selling.Towards this end, we conducted an exploratory study to identify variables promoting the success of a retailing innovation as well as the adoption and learning processes of a new form of selling. The advantage of our approach lies not only on having surveyed various customers and non-customers groups but also on having observed employees of a "Click and Collect". The first part led to a model of the adoption of a retailing…
From the memory of the experience to the relationship with the retailer : a theoretical and methodological exploration in the field of retail
2015
Our research proposes an enrichment of the experiential paradigm by focusing on the consequences of experience. We support the view that an approach by the memory of the experience can partly compensate for the limitations of satisfaction in understanding the retailer-customer relationship. Our literature review leads us to a better understanding of the relationship between experience, memory of the experience and remembered experience. The completion of two longitudinal studies helps to: [1]. conceptualize dimensions of the memory of the shopping experience; [2]. understand the evolution of memory over time; [2]. study its effects on satisfaction, retailer attitude, retailer commitment, an…
Predicting future intentions of basketball spectators using SEM and fsQCA
2016
This study analyzes relationships among service quality, perceived value, satisfaction, emotions, and future intentions of spectators of a professional basketball competition using a sample of 429 basketball spectators of a premier division in Spain. The results from structural equation modeling support the hypotheses, except for the effect of emotions and match result on future intentions. The results from fuzzy-set qualitative comparative analysis (fsQCA) with the same data set show that none of the variables are necessary conditions for positive future intentions of spectators. However, seven combinations of these variables are sufficient conditions for explaining positive future intenti…