Search results for "Custom"
showing 10 items of 488 documents
Factor Analysis of Passengers’ Satisfaction at “RIGA International Airport”
2015
Abstract The aim of the paper is to determine complex factors influencing passengers’ satisfaction at RIGA International Airport (Latvia). Theoretical evidence was examined and factor analysis was carried out to identify the main groups of factors affecting passengers’ satisfaction at the Airport. The findings of the study show that the most important five factors affecting it are: (1) availability of telecommunications, (2) effective way finding signs, (3) cleanliness of restrooms, (4) courtesy of staff and (5) availability of staff. The results based on this study will help airport managers in the Baltic Sea region to better serve their passengers through introduction of modern technologi…
Il tesoro recuperato. L’inventario dei beni delle regine di Sicilia confiscati a Manfredi Alagona nel 1393
2007
Partendo dal ritrovamento, presso l’Archivio di Stato di Palermo, di un inventario di beni confiscati a Manfredi Alagona nel 1393, il lavoro ricostruisce il percorso del tesoro delle regine siciliane (Costanza d’Aragona, Maria di Sicilia) che era stato incamerato dagli Alagona, potente famiglia di origine aragonese trapiantata in Sicilia. Uno studio dettagliato degli oggetti inventariati permette l’analisi di vari aspetti legati al costume e alla società sul finire del XIV secolo, dall’abbigliamento alla tavola, dal gusto e la moda del tempo alla cura della persona, dalla passione per i gioielli al culto per le reliquie. Beginning from the discovery, in the “Archivio di Stato” of Palermo, o…
Loyalty Formation for Different Customer Journey Segments
2019
The proliferation of new touchpoints empowers today's customers to design their own journey from search to purchase. To address this new complexity, we segment customers by their use of specific touchpoints in the customer journey, investigate the association of several covariates with segment membership, consider the rise of mobile devices as potential "game changers" of existing segments, and explore how the relationships among product satisfaction, journey satisfaction, customer inspiration, and customer loyalty differ across segments. Based on anticipated utility theory and using latent class analyses on large-scale data from two samples of 2,443 and 2,649 journeys, we identify five tim…
Information and Communication Technology as a Differentiation Tool in Restaurants
2014
Hospitality companies implement various communication and information technologies to improve efficiency and customer service, among other aspects. However, the literature has paid little attention to investment in technology by restaurants. Therefore, this article aims at testing the use of technology as a differentiation instrument by restaurants. As a result of this analysis for a sample of 150 restaurant owners or managers, these findings allow the identification of the specific technology solutions that make the difference across restaurants and, thus, to infer the information and communication technologies that should be prioritized by restaurant owners/managers depending on their res…
Analysis of User Needs for the Redesign of a Postural Seat System
2009
The identification and translation of customer needs early in the design process is a major challenge for product design researchers. Some needs are explicit and customers can state them very clearly. Other needs are implicit, so customers cannot express them, e.g., those pertaining to the affective and emotional sphere. In this work, we describe the methods most commonly used to capture explicit and emotional customer needs, and the traditional ways in which they are used. Moreover, an integration of QFD and Kansei engineering, a simplification of Kano methodology, and a new attribute weighing methodology based on the “choice time” are discussed for the design of an innovative postural sea…
Brancati su Pirandello e il pirandellismo
2019
Nel romanzo breve "Sogno di un valzer" uscito a puntate su “Quadrivio”, dal 5 giugno al 14 agosto 1938, Vitaliano Brancati mette in scena, tra osservazione dei luoghi e rilevamento di costume, un’umanità fuori misura, continuamente in bilico tra realtà e sogno. A Caltanissetta (Nissa) la città nel cui Istituto magistrale lo scrittore, voltate le spalle alla Roma fascista, è venuto a insegnare, personaggi non appariscenti, insignificanti, che tuttavia covano desideri, si arrovellano in domande metafisiche. Prende così forma il leitmotiv delle critica al pirandellismo che più volte con ironia sottile affiora negli scritti brancatiani. Il saggio mostra come esso si intrecci con la comicità sul…
Decoding the XXI Century’s Marketing Shift: An Agency Theory Framework
2016
Since the beginning of the XXI century, marketing theory has moved through a series of epistemological shifts from modern positivism to postmodern constructivism. This has resulted in a series of changes to the main concepts of “traditional” marketing such as: market, product, customer, and value. These shifts can be better viewed under a social cybernetics approach such as agency theory. This is because there is now a view that the linear concept of value creation needs to give way to the more complex process of value cocreation, where value is created collectively. Agency theory is one approach that is able to shed light on how customers and providers are able to recursively create collec…
A framework for a network-level performance measurement system in SME networks
2008
The present study aims to present a theoretical framework for a network-level performance measurement system. The suggested framework for the performance measurement system is composed of the factors that enable and cause the productivity and profitability of the network form of organisation. The framework developed in this study can be divided into six subdimensions: (1) network culture, (2) resources and competences, (3) models of action, (4) internal processes, (5) customer perspective and (6) financial indicators of the network. We argue that this framework provides research opportunities to study the performance of the network form of organisation; but even more importantly, it provide…
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…
Antecedents and consequences of virtual customer co-creation behaviours
2019
Purpose The purpose of this paper is to compare the antecedents and consequences of two distinct types of virtual co-creation behaviours that require different degree of effort from the customer, i.e. customer participation (CPB), and customer citizenship (CCB) behaviour, in a cross-cultural study. Design/methodology/approach A survey was conducted among members of online panels in the UK and Spain, reaching a sample of 800 online individuals who participate in online co-creation processes with fashion retailers. This design allows us to test the cross-cultural effects. Multi-group structural equations modelling was used to analyse the data. Findings Virtual co-creation behaviours are driv…