Search results for "Advocacy"

Management of intracranial hemorrhage in adult patients on extracorporeal membrane oxygenation (ECMO): An observational cohort study.

2017

Background Intracranial hemorrhage (ICH) is a common complication in adults treated with extracorporeal membrane oxygenation (ECMO). The aim of this study was to identify predictors of outcome and investigate intervention strategies following ICH development in ECMO-treated adult patients. Methods We conducted a retrospective review of adult patients (≥18 years) who developed an ICH during ECMO treatment at the Karolinska University Hospital (Stockholm, Sweden) between September 2005 and May 2017. Outcome was assessed by 30-day mortality and Glasgow Outcome Scale (GOS) after 6 months. The statistical analysis was supplemented by a case series of patients who were surgically treated for an I…

Impact of cause‐related marketing on consumer advocacy and cause participation: A causal model based on self‐reports and eye‐tracking measures

2021

Impact of Service Quality Dimensions on the Formation of Customer Value in B to B Services

2013

PurposeCustomer and value‐oriented business strategies are increasingly important in the context of business to business services. However, little is known about the construction of customer value of B to B services. Also the influences of specific dimensions of service quality on customer value are open to debate. This study aims to explore the construction of customer value of B to B services, and to examine how specific dimensions of service quality contribute to customer value.Design/methodology/approachThe research data consists of 90 questionnaires which were collected through the structured interview method among Finnish business organizations. Hypothesis testing was conducted throug…

Customer satisfaction as an antecedent of price acceptance: results of an empirical study

2001

The goal of this current study is to extend customer satisfaction research in two important ways. First, it attempts to demonstrate the relationship between customer satisfaction and price acceptance. Second, as Voss, Parasuraman and Grewal claim that only a small proportion of the existant satisfaction research focuses on services, we empirically analyze the relationship between customer satisfaction and price acceptance in the hotel industry. Finally, the implications of the study’s findings for research into purchasing patterns and pricing policy are discussed.

The Impact of Brand Personality and Customer Satisfaction on Customer's Loyalty: Theoretical Approach and Findings of a Causal Analytical Study in th…

2003

For the past few years, companies within the telecommunication and media industry have been operating within the environment of digital convergence. Internet Service Providers especially are, therefore, confronted with a new competitive landscape, which is characterized by an increased complexity and dynamics. This development implies a need for change in the strategic alignment, a change away from transaction towards relationship orientation understanding loyal customers as an asset. In many different industrial and service providing sectors customer satisfaction is regarded as the key to customer loyalty. However, this relationship is influenced by several other variables, such as the con…

Customer relationship management: The evolving role of customer data

2013

Purpose – Customer relationship management (CRM) developed a separate identity as a result of companies utilising customer data in managing customer relationships. In this evolution, CRM became a heavily company-oriented construct: customer data were used instrumentally to serve companies’ purposes. However, as companies increasingly shift attention from selling products to serving customers, traditional CRM activities, such as segmentation and cross-selling, may prove inappropriate owing to their inherent orientation towards selling more products to customers. The perspective on customer data usage needs to better address the strategic goal of serving customers. Consequently, the purpose …

Relational benefits and loyalty in retailing: an inter‐sector comparison

2009

PurposeThe purpose of this paper is to empirically a model that reflects the different types of relational benefits perceived by customers, as well as the benefits obtained by the organization in terms of customer loyalty.Design/methodology/approachIn order to achieve the aim of this paper, a quantitative analysis through a personal survey to consumers for four types of retailing activities is performed. Data are analyzed through factor analysis and a structural equation model is estimated.FindingsConfidence benefits and special treatment benefits have major influence on customer loyalty towards the retailer. These results are consistent across retail activities.Research limitations/implica…

Service firm capabilities and performance: Contingent analysis of customer contact

2015

Abstract From the competence-based view, this study contributes to understanding how service firm capabilities affect firm performance. The study examines managerial capabilities, organizational capabilities, marketing capabilities, and service quality capabilities. This study investigates whether interaction between these capabilities and their contribution to firm performance differ depending on the service's customer-contact level. To do so, the study analyzes data from a sample of Spanish service firms. Results show that managerial and organizational capabilities strengthen service quality and marketing capabilities. In addition, service quality and marketing capabilities significantly …

Collaborating to innovate: Effects on customer knowledge management and performance

2015

Abstract Scholars regard customer knowledge management (CKM) as a strategic resource for businesses to improve innovation, facilitate the detection of new market opportunities, and support long-term customer relationship management. However, literature suffers from a lack of understanding of customer collaboration's role in the innovation process and innovation orientation in CKM. Accordingly, this paper tests a model examining how both variables act as antecedents of CKM. The model also explores CKM and customer collaboration's effect on marketing results. Findings have important academic and managerial implications, and show that collaboration with customers and openness to innovation are…

The "PC-WIRED" study: Patient Centred Evolution of Websites of Italian Radiotherapy Departments.

2021

Abstract Objectives The aim of this paper was to conduct a survey about the evolution of the information provided by Italian radiotherapy departments with a special focus on patients’ perspective. Methods A two-steps analysis was conducted in 2013 and 2020. Starting from analysis of data for the existing websites of Italian radiotherapy departments, main potential areas of interest for patients were discussed within a dedicated multidisciplinary team composed of radiation oncologists, a web designer, a blogger, a psyco-oncologist, a volunteer and a representative of patients’ association. Results Six patient-oriented features to evaluate the websites of Italian radiotherapy departments were…