Search results for "Customer"

The Current and Future Role of Carsharing in Palermo: Analysis of Collected Data and Results of a Customer Satisfaction Survey

2018

In recent years many cities, both in Italy and abroad, have adopted Sustainable Urban Mobility Plans, in which one of the key action is the developing of the sharing mobility. The aim of the paper is to define the role that carsharing plays in Palermo today and it will play in the future, thanks to the adoption of new strategies, such as the introduction of the free-floating system, and transport demand orientation policies, such as the increase in the parking fees for private cars or the expansion of the ZTL. The average user profile of carsharing in Palermo has been identified through a customer satisfaction survey and the potential demand of carsharing in Palermo has been studied using G…

(Im)politeness in Service Encounters

2017

This chapter examines sociopragmatic research on commercial service encounters. It offers a precis of the studies that have utilised service encounters as a vehicle to examine (Im)politeness manifestations. It addresses the methodological advantages of the service encounter as a relatively formalised interactional site in which sociability and efficiency are managed, hence as a locus for the emergence of (Im)politeness orientations. The chapter traces the evolution of (Im)politeness research and discusses the complexities of capturing (Im)politeness practices in transformation: from face-to-face and telephone-mediated encounters to newer communicative arenas resulting from technological adv…

Flying-Related Concerns among Airline Customers in Finland and Sweden during COVID-19

2022

COVID-19 hit the global economy hard in early 2020, and airline industry was among the biggest commercial victims. Governments closed borders, the virus scared off travelers and the aircraft stayed on the ground to a large extent. The forecasted record year turned out to be the worst in the history of aviation. This study focused on the concerns of airline customers and analyzed the differences between the customer behavior in two focus markets, Finland and Sweden. The article is based on a questionnaire and the answers of 2004 airline customers. The results show that even though the overall COVID-19 strategy was very different between the focus markets, the same concerns still arose. The m…

Enabling Sociability When Using Virtual Reality Applications : A Design Science Research Approach

2019

Immersive virtual reality applications aim at providing an all-encompassing spatial experience where a user can feel like being in another world or dimension. The systems are inherently designed for individual use as the devices disconnect the user from the physical environment. However, the applications are seldom used alone. Specifically, when used for sales and marketing, the user often needs help from other people but also benefits from social interaction as a part of the experience. Design research methodology is applied to three iterative development versions of a virtual-reality application. The focus of the evaluation of the artifacts is in the social use emphasizing three sociabili…

Strategic analysis of transit service quality using fuzzy AHP methodology

2013

Customer satisfaction analyses are deeply based on customers' judgments and as consequence, they can be characterized by a certain degree of uncertainty generally ascribed to coexistence of three relevant aspects: vagueness, imprecision and subjectivity. In the present paper, a methodology able to handle such uncertainty, based on the ServQual discrepancy paradigm and that uses in combined manner the AHP method and the Fuzzy Sets Theory is proposed in order to overcome limitations of the traditional service evaluation approaches. Subsequently, by considering the Italian public transit service sector, a service quality analysis is conducted and the overall transit service quality structure i…

Indagine di Customer Satisfaction condotta dall'Ufficio Relazioni con il pubblico (URP) dell'Azienda Ospedaliera Policlinico (AOUP) "Paolo Giaccone" …

2011

Marketing communication in Finnish industrial companies

2010

Marketing communication has a significant role for profitable businesses in industrial markets, and its role is only expected to rise in the future. Especially, integrated marketing communication (IMC) and customer-oriented approach are universally regarded fundamental developments in the field of marketing. Secondly, Finnish companies’ marketing competences are commonly considered insufficient in general. The purpose of this study was to describe how Finnish industrial companies execute their marketing communication. In addition, the study examines the marketing communication’s strengths, weaknesses, opportunities, threats, and targets for development; how different marketing communication…

Competitive intelligence embeddedness: Drivers and performance consequences

2019

Abstract The proliferation of Web-based information sources and social media draw firms' attention to these channels as sources of competitive intelligence (CI). To date, research has focused mainly on information collection techniques rather than on CI uses and its influence on firm performance. We define CI embeddedness as the extent to which management and employees incorporate CI in daily routines, so that actionable knowledge is transferred throughout the organization. A survey of 124 decision makers reveals positive impact of Web CI sources as well as alliances with information providers on CI embeddedness. Furthermore, while CI embeddedness shows no direct influence on firms’ perform…

Die Herausbildung von Zufriedenheits-urteilen bei Alternativenbetrachtung

1999

Traditional elements of competitive differentiation are declining. As industries and firms worldwide face increasing competition, slower growth rates, and price pressures, greater attention is being placed on customer satisfaction. However the research in satisfaction never consider alternatives, when customer satisfaction is formed. It has been the approach of this paper to present an extension for this circumstance. Therefor the regret theory, a diversion of the expectation utility theory, is used to explain the phenomena. According to this theory, each outcome has associated with it the evaluation of the difference between the outcome and the outcome that would have been received had a d…

Feasibility and psychometric properties of the Finnish version of the measure of processes of care for adults

2018

To assess the psychometric properties and feasibility of the Finnish translation of the measure of processes of care for adults (MPOC-A) when used in an inpatient rehabilitation setting.A feasibility study.Inpatient rehabilitation settings.A total of 858 people with severe neurological disabilities, musculoskeletal problems, and mental disorders were recruited to the study.The MPOC-A questionnaire is a self-administered questionnaire consisting of 34 items in five-factorial domains. The construct validity of the translated questionnaire was evaluated using confirmatory factor analysis. To compare the fit of the model to the fit of the independent null-model Comparative Fit Index was used. I…