Search results for " innovation."
showing 10 items of 1463 documents
Imaging Cultural Heritage at Different Scales: Part I, the Micro-Scale (Manufacts)
2023
Applications of non-invasive sensing techniques to investigate the internal structure and surface of precious and delicate objects represent a very important and consolidated research field in the scientific domain of cultural heritage knowledge and conservation. The present article is the first of three reviews focused on contact and non-contact imaging techniques applied to surveying cultural heritage at micro- (i.e., manufacts), meso- (sites) and macro-scales (landscapes). The capability to infer variations in geometrical and physical properties across the inspected surfaces or volumes is the unifying factor of these techniques, allowing scientists to discover new historical sites or to …
Linking service structural complexity to customer satisfaction
2001
The literature shows a paradox in the understanding of the relationship between structural complexity (defined as the diversity of services offered by an organization) and customer satisfaction. Structural complexity tends to be a popular strategy designed to satisfy different customer needs. However, a negative relationship between structural complexity and customer satisfaction has also been argued. Based on the research on the public versus private distinction, this paper proposes that type of ownership is associated with the paradox mentioned, moderating the relationship between structural complexity and customer satisfaction. The authors tested this hypothesis using a sample of 60 mana…
EFFECTS OF CUSTOMER KNOWLEDGE MANAGEMENT AND CUSTOMER ORIENTATION ON INNOVATION CAPACITY AND MARKETING RESULTS IN SMEs: THE MEDIATING ROLE OF INNOVAT…
2018
Managing customer knowledge is a key of source for SMEs. The principal aim of this paper is to provide empirical evidence on the direct effects of two specific strategic resources: customer orientation and customer knowledge management (CKM), on innovation capacity and marketing results in SMEs. The study also examines the role of innovation orientation as a mediator between customer orientation and CKM. For this purpose, a structural model was proposed and tested through an empirical investigation with variance-based structural equation modeling (PLS) using a sample made up of 210 Spanish SMEs. The findings highlight the relevance of CKM and customer orientation as important strategic res…
Consumers' perceptions of mobile banking continuous usage in Finland and South Africa
2015
This study examines continuous usage behaviour related to mobile banking (m-banking) among consumers living in Finland (FI) and South Africa (ZA). The study investigates three post-adoption behavioural consequences - namely, trust, satisfaction and word of mouth. Using purposeful sampling techniques, we found that trust plays a significant role in promoting continuous usage of m-banking. In general, the respondents reported high levels of trust in m-banking technology and were satisfied with the m-banking application and services. In addition, convenience, user friendliness and speed emerged as the main sub-topics related to satisfaction. In most cases, the convenience of using m-banking do…
Digital Banking in Northern India: The Risks on Customer Satisfaction
2021
The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means that customers would have to make some changes to their routine. This can constitute risks in terms of maintaining customer satisfaction at previous levels. These risks are associated with customer retention because a service or product needs to be aligned with customer expectations to avoid them switching to other service providers. Moreover, it can also have an effect on reputa- tion. Offering digita…
Customer’s role in knowledge management and in the innovation process: effects on innovation capacity and marketing results
2016
Scholars have acknowledged customer knowledge management (CKM) as a key strategic resource for improving innovation and supporting long-term customer relationship management. This study provides a deeper understanding of the internal antecedents of business innovation capacity overcoming previous approaches. A model that had not previously been tested was used to analyse the role of customer collaboration and CKM – measured as a second-order construct – in innovation processes and marketing results. To test the model, structural equation modelling (partial least squares) was applied to a random sample of 210 Spanish companies. Results confirm that CKM and customer collaboration are antecede…
Measuring the antecedents of e-loyalty and the effect of switching costs on website
2010
This paper deals with the process by which electronic customer loyalty (e-loyalty) is formed. The twofold aim is to analyse e-loyalty, describing its development in terms of how it is influenced by several determinants and to study potential barriers to switching which significantly affect the repeat purchase decision. In particular, an integrating theoretical framework is proposed to determine the e-loyalty dependency of electronic service quality and perceived value, and how this last relationship can be moderated by switching costs. Results offer evidence for the important role of customer's perceptions of e-service quality and value in e-loyalty. Proposals are made of how companies that…
Ein Ansatz zur Erklärung der Kundenbindung auf Basis der Theorie des geplanten Verhaltens
2005
Traditional customer satisfaction and customer retention models are extended by integrating variables such as perceived action control or social norm. These constructs are suggested by the attitude theory as well as the theory of planned behaviour. The extended model is tested in an empirical study carried out in the movie theatre industry. The model provides an excellent explanation of customer retention, which is the target variable in the study. Implications are derived for satisfaction managers which focus on the social group when approaching a specific customer. Finally, an outline for further theoretical and empirical studies is given as well as some limitations of the proposed model.
An Open Innovation Decision Support System to Select a Biopharmaceutical R&D Portfolio
2016
Drugs available in the market today, selected several years ago under very uncertain future scenario, have experienced a long and expensive process of research and development carried out following both a closed and an open innovation path. To support this critical selection process, we propose a Decision Support System, able to choose among different candidates the most promising drugs along their best development path. The Decision Support System, based on a real options portfolio optimization model, mapping tools, and what-if rules as well, has been applied to a numerical example available in literature, and the research findings show interesting managerial and academic implications
An empirical study of lean production in ceramic tile industries in Spain
2006
PurposeTo determine the degree of use of some of the most representative lean production (LP) practices in the Spanish ceramic tile industry, their relationship with plant size and their effect on the operational performance of the companies in the sector.Design/methodology/approachA questionnaire was developed for data collection. Findings are presented from 76 companies (79.17 per cent of the total sample) that specialise in single firing ceramics.FindingsIn the sector under study, there is one set of practices that have as yet scarcely been implemented (group technology, kanban, reduction of set‐up time, development of multi‐function employees and visual factory) and another set whose us…