Search results for "Customer"
showing 10 items of 387 documents
Activity-Centered Design: An Appropriation Issue
2011
When designing workplace computer systems one must take human activity into account. It has become standard practice to approach this issue through user-centered design. The aim of this paper is to stimulate thought on activity-centered design and to propose the concept of appropriation as a fundamental principle of this design approach. This orientation aims to take into consideration the constituent function of tools during conception. We will take the design of computer systems dedicated to customer relations as an example.
Effects of Client Pressure and Audit Firm Management Control Systems on Auditor Judgments
2015
We examine the effects of pressures from client management and the audit firm’s own management control systems (MCS) on auditors’ willingness to accept an aggressive accounting that is preferred by client management. We find that auditors perceiving more pressure from client management to accept the client’s aggressive accounting react by increasing the size of the proposed adjustment needed to bring the client’s accounting into conformity with GAAP. However, we find that when client management promotes the jointness of interests they share with the auditor or the audit firm’s MCS focuses the auditor more on client service quality the auditor experiences increased affinity for the client an…
Enhancing strategy design and planning in public utilities through “dynamic” balanced scorecards: insights from a project in a city water company
2008
In the last decade there has been an increasing effort to provide public utilities managers with planning and control tools, to take into account not only operational but also strategic issues. Among them are customer satisfaction, internal business process efficiency, business image, and bargaining power against other counterparts (e.g., the municipal administration). Often, however, such an effort has been oriented to generate a large volume of data, focused only on financial indicators and on a static view of the relevant system. This paper shows how the use of “dynamic” balanced scorecards can significantly improve the planning process in a strategic learning perspective. Insights from …
Le informazioni sulla banca
2017
Lo scritto indaga sulla possibile individuazione nell'ordinamento bancario di norme volte a sancire l'obbligo di fornire ai clienti dei servizi bancari informazioni relative alla banca. Ipotizza poi rimedi a presidio di tale obbligo. The paper investigates the possible identification in the banking system of rules aimed at establishing the obligation to provide banking customers with information relating to the bank. Finally, tha Author examines possible remedies for cases of violation of this obligation.
Bibliotecas versus librerías de grandes superficies comerciales : usuarios y clientes
2007
En este artículo se analiza la polémica que surgió en Estados Unidos en 1998 entre la pervivencia de la biblioteca tradicional y una nueva forma de entender la información en las librerías de las grandes superficies comerciales. Después de una breve historia del origen de las grandes librerías y su posterior integración en las grandes superficies comerciales se examina como ha influido en la biblioteca esta nueva práctica empresarial. Cómo pretende convertir al usuario en cliente y obligarle a pagar por determinados servicios bibliotecarios. Por último, reflexiona de la manera que la popularización del ordenador y la irrupción de Internet han reforzado el papel de la biblioteca como centro …
Asiakkuudenhallinta ja sen hyödyt sekä haasteet palveluyrityksissä
2015
Asiakkuudenhallinta hyödyttää yrityksen liiketoimintaa useilla eri tavoilla. Jatkuvasti kasvavan palvelusektorin yrityksille se luo paljon lisäarvoa asiakas-suhteiden hallinnan ja kehittämisen muodossa. Tässä kandidaatin tutkielmassa on tarkasteltu asiakkuudenhallinnan hyödyntämistä palveluyrityksissä. Lisäk-si tutkielmassa on arvioitu asiakkuudenhallinnan haasteita ja mahdollisia on-gelmia palveluyrityksissä ja palvelutuotannossa yleisesti. Aluksi on tarkasteltu asiakkuudenhallintaa yleisellä tasolla, määritelty keskeiset käsitteet, kuvattu asiakkuudenhallinnan yleiset vaiheet ja prosessit sekä tarkasteltu asiakkuu-denhallinnan toteuttamisessa hyödynnettäviä tietojärjestelmiä. Seuraavassa …
World`s Most Valuable Brand Resonation With Categories of Different Customer Needs
2017
One of the key performance indicators of brand success is its value. Brand value is an outcome of brand`s performance in market, and is largely depended from brand`s ability to satisfy certain customer needs. For the greatest success in the world`s market brand should resonate its ability to satisfy some of customer`s most universal needs. In this paper authors strives to find out which of the needs world`s most successful brands are resonating with. Therefore paper goal is to is to determine what customer needs world`s most valuable brands are primarily satisfying. First part of paper authors briefly evaluate Maslow theory of needs. In second part of paper authors identify main challenges …
Role of Marketing and Technological Innovation on Satisfaction and Word of Mouth in Retailing
2017
Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work analyses innovation in retail experiences from two aspects—marketing innovation and technological innovation—to understand the role it exercises in satisfaction and subsequent recommendation. For that purpose, our objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word of mouth through three core constructs: store image, consumer value, and …
Employee Satisfaction Measurement – Part of Internal Marketing
2012
Since 1980 service companies have realized that standards and technology are essential for the successful implementing of the adopted strategy, but not enough. Without employees with the proper attitude, knowledge and skills, strategy can not generate the desired results. Great service companies highlight that employees (front-line employees) are responsible for the implementation of the service strategy, their satisfaction and loyalty having a direct and strong influence on the satisfaction and loyalty of the customers. In this context, this paper aims to highlight the importance of employees in delivering reliable services, as well as how to measure employee satisfaction levels. Regarding…
Services supérieurs et recomposition urbaine
2000
Since the 1980s, we have observed an increasing tendency o f specialized services like producer services to leave their « natural habitat » in the center o f large met ropolitan areas in order to re loc at e in suburban zones. This phenomenon is particularly apparen t in North American citi es and seems to be occurring around certain French cities too. This paperinvestigates the forms taken by this new trend, and the reasons behind it. Taking economic geography and economics of cities as our theoretical basis, we first describe the main forces deter mining the agglomeration o f producer services and their preference for certain big cities. Agglomeration factors are to be looked for not only…