Search results for "Customer"

How to build an e-learning product: factors for student/customer satisfaction

2013

Abstract The increasing use of web technologies has changed the way business is done, including in the field of education. In the last decade, the development of electronic learning ( e-learning ) systems became crucial to meet students’ demand. In this study, we adopt a relationship marketing perspective and apply the Kano Model to propose a way to build a non-academic e-learning course that can achieve student satisfaction. We measure the relevance of e-learning requirements from university students’ perspective to identify their expectations about e-learning courses and obtain relevant characteristics that can help to plan an e-learning product capable of achieving high customer satisfac…

The role of value in services: a study in a retail environment

2006

PurposeThis paper aims to underline the effects of shopping value on customer satisfaction and to determine its antecedent variables.Design/methodology/approachA qualitative survey through interviews with hypermarket customers was first carried out. It was followed by a quantitative study, carried out in two stages: 199 patrons were first interrogated in order to clarify the outlet characteristics scale. A second set of data was then collected (436 respondents). Factorial analysis, confirmatory factorial analysis and analysis of regression were conducted.FindingsThe last study results show that both utilitarian and hedonic values have an influence on satisfaction; they tend to indicate that…

Digital content marketing in business markets : Activities, consequences, and contingencies along the customer journey

2022

Fundamental shifts in business-to-business (B2B) buying behavior make digital content marketing (DCM) a strategic priority for vendors, though firms struggle to achieve its full potential, as a customer-centric marketing approach. To address important knowledge gaps in extant research, this study identifies key activities for realizing customer-centric DCM in B2B markets and key contingencies that influence its performance outcomes. A theories-in-use approach, building on 56 interviews with managers at 36 B2B companies that have invested heavily in DCM, advances current literature by developing an activity-based conceptualization, grounded in relevant marketing research streams (customer en…

Becoming TikTok Famous : Strategies for Global Brands to Engage Consumers in an Emerging Market

2022

This study examines the effects of content characteristics (i.e., informational and emotional characteristics), language, and nonverbal information on social media engagement (SME; i.e., likes, shares, and comments) in the context of global brands operating in an emerging market and implementing TikTok as a tool for social media marketing. The data set comprised 680 posts, 1,527,340 likes, 58,529 shares, and 18,743 comments collected from global smartphone brands’ TikTok accounts specifically targeting Indonesian consumers. The findings confirm that informational content mainly generates higher SME than emotional content. English and code-switched languages generally improve SME, whereas n…

Advancing value-based selling research in B2B markets : A theoretical toolbox and research agenda

2023

Value-based selling (VBS) has become an increasingly important selling practice in contemporary business-to-business (B2B) markets, but currently most VBS studies are limited to exploratory and descriptive case studies. Therefore, the purpose of this paper is to develop a theoretical toolbox that provides a foundation for more theory-driven research on VBS and thereby advances both the theoretical and managerial understanding of VBS. Specifically, we consider equity theory, framing theory, mental accounting, social exchange theory, signaling theory, agency theory, game theory, and institutional theory in terms of their implications for VBS. We provide a brief overview of each theory and its…

PODOLOGICAL ASPECTS OF FOOT CARE IN SOCIAL CARE CENTERS

2018

Investigate the necessity for therapeutic foot care and the involvement of a podologist in an interdisciplinary health care team in social care institutions in Latvia. So far, no study has been conducted on the need for therapeutic pediatric care for Social Care Center (SCC) clients in Latvia; it is known that in individual SCC’s where some podologists work part-time, another podologist is invited in specific cases, or clients are taken to a podologist at a medical institution. The study was conducted in 15 Latvian Social Care Centers (SCC), surveying 750 customer feet. People who, for various reasons, are no longer capable of foot care, is a highly necessary specialist who will do it profe…

Modelli concettuali e strumenti operativi per la valutazione e il miglioramento della «performance» nell’erogazione dei servizi pubblici in una prosp…

2014

La qualità dei servizi è stata riconosciuta come un rilevante aspetto caratterizzante la performance dell’azienda pubblica, analogamente alla capacità di operare secondo criteri di efficienza e nel rispetto dei vincoli di bilancio. Sebbene sia possibile riscontrare alcuni casi di customer satisfaction nelle amministrazioni pubbliche italiane, a tutt’oggi il tema presenta significative criticità, specialmente in ordine agli aspetti metodologici e agli strumenti operativi che consentano di integrare tali valutazioni nel sistema di programmazione e controllo e nel più ampio sistema di controllo organizzativo delle aziende che erogano tali servizi. Il presente lavoro adotta una diversa prospett…

Integrated Tool for Assisted Predictive Analytics

2021

Organizations use predictive analysis in CRM (customer relationship management) applications for marketing campaigns, sales, and customer services, in manufacturing to predict the location and rate of machine failures, in financial services to forecast financial market trends, predict the impact of new policies, laws and regulations on businesses and markets, etc. Predictive analytics is a business process which consists of collecting the data, developing accurate predictive model and making the analytics available to the business users through a data visualization application. The reliability of a business process can be increased by modeling the process and formally verifying its correctn…

Multichannel intra-group coopetition and customer satisfaction

2014

Sources of Dissatisfaction: Mobile Interaction with the Real World and Other Mobile Internet Applications

2013

Current consumer-level mobile Internet applications involve many potential sources of dissatisfaction. Studying these sources is necessary, especially for newer application areas such as mobile interaction with the real world. This study combined previous studies to form a categorization framework of dissatisfaction sources and gathered qualitative data using critical incident technique and overall evaluation questionnaire to describe the sources in detail. This article proposes insights into characteristics, temporality, and combinations of sources. peerReviewed