Search results for " marketing"
showing 10 items of 1527 documents
Social Network Banking : A Case Study of 100 Leading Global Banks
2018
Social media is widely recognized as a challenging new communication technology in both economic and social contexts. The present article explores how banks have exploited this technology in the range of consumer retail banking services offered by 100 leading global banks on the three major social networking sites (SNS): Facebook, Twitter, and YouTube. Viewing social network (SN) banking as a separate delivery channel and offering a working definition of SN banking, the article shows that banks have been more cautious than other businesses in using SNS. The available services are classified on nine main dimensions: marketing, financial education and advice, information support, customer sup…
How Are Negative Customer Experiences Formed? A Qualitative Study of Customers’ Online Shopping Journeys
2019
This study investigates how negative customer experiences are formed during customers’ online shopping journeys. A qualitative, in-depth dataset collected from 34 participants was employed to identify negatively perceived touchpoints that contribute to the customer experience in a negative way. The findings reveal that negative touchpoints are experienced during customers’ entire journeys, particularly after a purchase is completed. We identified 152 negative touchpoints from the data, of which 53 were experienced during search and consideration, 35 when finalizing a purchase, 33 during delivery, and 31 during after-sales interactions with the company. Within these four main categories, 20 …
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…
Value co-creation in health care : insights into the transformation from value creation to value co-creation through digitization
2016
This study explores the transformation of value creation into value co-creation and how the digitization of services plays a key role in this transformation within the health-care sector, which faces new challenges with the increasingly active role of the customer. Customers are becoming active participants in value co-creation and now have expectations based on their needs from the service. The objective of this study is to provide a more holistic view of the customer’s role and value cocreation within digital health-care services. This study emphasizes the necessity of the co-creation of value within the health-care sector and introduces a paradigm shift through the digitization of value …
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…
Influence of the type of reciprocating motion on the cyclic fatigue resistance of reciprocating files in a dynamic model
2021
Abstract Background The aim of this study was to compare the influence of two novel reciprocating movements on the cyclic fatigue resistance of endodontic reciprocating files. Methods 30 Procodile® (Komet Medical, Lemgo, Germany) files were selected in this study and distributed according to the following study groups depending on the movements to be performed: ReFlex Dynamic (n = 10), ReFlex Smart (n = 10) and Reciproc (n = 10) reciprocating movement. These files were fixed to a specific dynamic cyclic fatigue device designed and manufactured by 3D impression to simulate the pecking motion performed by the operator. The time to failure and the number of cycles of in-and-out of the endodont…
Emotionality, Reason, and Dark Tourism
2018
The present chapter questions to what extent visitors in dark sites are really interested for heritage issues or understanding the roots of moral disasters as the specialized literature suggests or simply are in quest of pleasure-maximization. This text is based on a criticism of the book Heritage that hurts authored by Joy Sather-Wagstaff. Far from any emotionality, dark tourism represents an ideological mechanism to reinforce the supremacy of liberal cultural values which are enrooted in late-capitalism. As the previous backdrop, to what extent tourists visiting these sites emulate (living as victims) or produce a genuine empathy with suffering is the main question goes unnoticed for soci…
Politics of Dark Tourism: The Case of Cromañón and ESMA, Buenos Aires, Argentina
2018
Tourism has been recently catalogued as a key global industry (Shaw et al. 1990; Buckley and Witt, 1990; Lee and Chang, 2008). The influx of visitors not only potentially revitalises cultural resources but also generates economic resources of specific destinations. Recently, even spaces of mass-death or disasters such as Ground Zero in New York (9/11 terrorist attack), the Tsunami on Sri Lanka, or Katrina Hurricane hitting New Orleans, USA, can be ‘recycled’ by adopting tourism policies that take death as a main attraction (Klein, 2007). Although this type of tourism has attracted criticism of post-Marxist sociologists, as the sign of sadist spectacle (Bloom 2000; Baudrillard 1996, 2006; Ko…
Virtual Dark Tourism
2018
This study looks at some primary points in the discourse of virtual dark tourism (VDT) formation. Derived from the spectrum of sound branding (SB), virtual reality (VR), coupled with augmented reality (AR), the case is used as a tool to support the claims of VDT. Findings suggest viewpoints for making death sites exclusive, and offer valuable clues to the design of VDT formation as an option to include death sites as market offerings of dark tourism. Guided by social constructionist research philosophy, coupled with semiology and compositional interpretation, the analysis offers valuable clues to position sites built around the narratives of death. Not only does it verify elements of unique…
Smoking ban in public places and myocardial infarction hospitalizations in high cardiovascular risk European country – insights from the Polish natio…
2019
Introduction Previous studies demonstrated a possible positive effect of a smoking ban in public places on cardiovascular outcomes. However, little is known about the influence of such regulations in Poland, a country with a high cardiovascular risk. Objectives We aimed to evaluate the association of hospitalization rates for acute myocardial infarction (AMI) in Poland before and after the introduction of the smoking ban in public places in November 2010. Patients and methods The Nationwide Acute Myocardial Infarction Database (AMI‑PL) was searched for the cases of AMI that occurred between 2009 and 2014. The analysis considered sex, age (20-64 years vs 65 years or older), and the place of …