Search results for "Customer"

Knowledge management in cyberphysical systems: determining the quality requirements for health systems with the Kano model

2018

This paper focuses on knowledge management in cyberphysical systems (CPS), dealing with the importance and influence of smart technologies for the creation of the smart health systems as a part of the smart home. This approach considers the reorganisation and adaptation of medicine and health systems, building the research framework upon knowledge management 4.0 for health systems. Customer satisfaction or dissatisfaction was researched using the qualitative methodology of the Kano model. The questionnaire deals with five factors that play a crucial role in the decision to purchase such a system: 1) software reliability; 2) medical device interoperability; 3) security and privacy; 4) system…

Smart ICT Support for Business Networks

2005

Modern companies lean increasingly towards innovating and renewing their business operations in a more value-adding and customer-centric direction. As a prerequisite to this, a number of companies are willing to combine their knowledge and resources, for instance by forming strategic alliances supported by a mixture of open ICT infrastructure and proprietary and interoperable ICT applications. This study examines a network of three focal companies that are seeking cost-efficient expansion of their services. As the potential market for these complex customer services is worldwide, the objective is expected to be met only with the help of ICT. Furthermore, the view among the companies is rela…

Barriers to the use of mobile sales force automation systems: a salesperson’s perspective

2015

Purpose – The purpose of this paper is to examine the barriers associated with the adoption and use of mobile sales force automation (SFA) systems from a salesperson’s perspective. Design/methodology/approach – A qualitative investigation of two business-to-business companies was conducted. Data collected from ten semi-structured interviews with directors or sales managers were analyzed to understand the main barriers to SFA system adoption. Findings – The study confirms the existence of three barriers (customer knowledge, quality of information and the characteristics of mobile devices) to a mobile SFA system use and identifies two additional barriers: lack of time and optimization issues…

A holistic approach to manage environmental quality by using the Kano model and social cognitive theory

2020

International audience; Since its first proposition in 1984, the Kano model has been used extensively in a variety of contexts within industries and academic research demonstrating its wide applicability. The Kano model allows for describing the relationship between an objective aspect and a subjective aspect. Yet is this relevant for environmental quality as well? In this study, we explore the cases where the Kano model is used for assessing environmental quality and its perception by consumers and identify the potential influencing factors for its application with this respect. We find that the Kano model can serve as an effective tool for converging towards environmental quality and sust…

Customer Relationships Management in Organizations

2013

Abstract In recent years, the market for on-demand CRM applications suffered especially in the segment of small and medium companies because of the concerns about the cost and the complexity of on request implementations. CRM on demand is a good choice for companies that want to implement standard processes that can use data structures “out of box” with little or not at all internal IT support and does not require complex or real-time integration with back office systems. However, on-demand CRM software is not always as simple as vendors want us to believe. Customizing can be problematic and interface tools of CRM vendors can not provide desired levels of integration. Implementing a hosted …

Using Social Networks to Enhance Customer Relationship Management

2013

International audience; In recent years, the Web has evolved into an exchange platform. Customer Relationship Management (CRM) must follow this evolution and connect CRM tools to social networks in order to place companies in the center of all the exchanges. We propose, in this article, a community detection approach that identi fies clusters of customers of a company using their explicit and implicit behaviour. Our contribution is the definition of a composite pro le that integrates various informations gathered from di erent applications, such as the information system of the company, the existing CRM, or Twitter. We de ne a similarity measure, between a user and a tag, that takes into ac…

Mobile Customer Relationship Management: a communication perspective

2007

Although communication has been investigated within relationship-oriented contexts, studies concerning communication within Customer Relationship Management (CRM) are scarce, especially when customer relationships are managed with the aid of the mobile medium. The purpose of this study is to increase general understanding of communication within the mobile context, in which the communicating parties are connected through the mobile medium. The authors present a model of the communication process within the mobile context based on a case study. The main results of the study indicate that the communication process within the mobile context differs significantly from the process through tradit…

Intention to use mobile customer relationship management systems

2014

Purpose – The purpose of this paper is to investigate the behavioral intentions of business-to-business (B2B) sales managers to use mobile customer relationship management (CRM) systems in the course of their day-to-day activities. Design/methodology/approach – An extended Technology Acceptance Model (TAM) of mobile CRM system adoption is developed and tested with data from 105 international sales managers representing five B2B companies. Findings – The study extends the TAM framework with three additional constructs derived from mobile technology and sales force automation literature, namely personal innovativeness in the domain of IT, perceived risk, and perceived reachability. The model…

COOK AND CHILL: RISULTATI DI UN'INDAGINE CONDOTTA PRESSO L'U.O. DI ORTOPEDIA DELL'AZIENDA OSPEDALIERO-UNIVERSITARIA POLICLINICO (AOUP)"P.GIACCONE" DI…

2008

Banks’ unfairness and the vulnerability of low-income unbanked consumers

2018

This paper’s objective was to explore low-income unbanked consumers’ perceptions of bank fairness and the way these perceptions were linked to consumer experiences of vulnerability. Qualitative data were used to analyse low-income consumers’ perceptions about banks’ services and communications. The study finds that although consumers’ financial inclusion is partially hindered by their personal circumstances, the perceived unfair treatment by banks has an even more negative impact on their financial inclusion. Low-income unbanked individuals report banks avoiding them, discriminating against them and impeding their financial inclusion. Banks’ perceived unfairness towards low-income consumers…