Search results for "Customer"
showing 10 items of 387 documents
Customer satisfaction in B2B cloud services
2013
Tutkimuksen tavoitteena on kirjallisuuskatsauksen kautta esitellä B2B-pilvipalveluiden asiakastyytyväisyyteen vaikuttavia seikkoja, ja kuinka näitä seikkoja tulisi ottaa huomioon asiakastyytyväisyyden parantamisessa. Tässä tutkimuksessa verkkopohjaiseen liiketoimintaan liittyvää asiakastyytyväisyyden tutkimusta käytettiin pohjana etsiessä asiakastyytyväisyyteen vaikuttavia seikkoja pilvipalveluissa. Tutkimuksessa vertaillaan asiakastyytyväisyyteen vaikuttavia seikkoja vertailemalla tyytyväisyyteen vaikuttavia seikkoja verkkopohjaisen liiketoiminnan, yritysliiketoiminnan (B2B) ja kolmen asiakastyytyväisyyden ja palvelun laadun mallin (American Customer Satisfaction Index, SERVQUAL and SaaS-Q…
CRM -käyttöönotossa huomioitavat tekijät
2010
Korhonen, Jussi Tapani Tietojärjestelmätieteen kandidaatintutkielma / Jussi Korhonen Jyväskylä: Jyväskylän yliopisto, 2010. 40 s. Kandidaatintutkielma Tutkielmassa selvitetään kirjallisuuskatsauksen kautta tekijöitä, jotka vaikuttavat CRM:n käyttöönotossa onnistumiseen. Tutkielmassa esitellään CRM:n määritelmä, kartoitetaan CRM-järjestelmää sekä sen osia, selvitetään miksi CRM:ää tulisi tarkastella strategisesta näkökulmasta sekä havainnollistetaan hyötyjä joita CRM:llä on mahdollista saavuttaa. Tämän jälkeen tuodaan esille kirjallisuudessa esitettyjä tekijöitä, joiden on havaittu olevan syynä CRM:n surullisenkin kuuluisaan onnistumistodennäköisyyteen. Näiden havaintojen pohjalta esitellään…
Adapting and validating scale of customer engagement in online travel communities
2020
Increasing attention towards customer engagement has caused its measurement to remain a highly debated issue among scholars. This study adapts and validates measurement scales for customer engagement in Online Travel Communities. It builds on previous studies on scale development for customer engagement. Data were collected from 450 members of Online Travel Communities in eight countries: Australia, Canada, Hong Kong (Chinese territory), New Zealand, Singapore, South Africa, the United Kingdom and the United States of America. The process of adapting and validating the scale involved exploratory factor analysis, testing for differential item functioning, examination of item response theory,…
STUDY REGARDING OCCUPATIONAL STRESS MANAGEMENT IN THE LOCAL PUBLIC ADMINISTRATION WITH THE PURPOSE OF IMPROVING THE QUALITY OF THE SERVICES RENDERED
2013
The paper aims at highlighting the implications of a certain psycho-social factor in a chosen unit - local public administration.The case study for the analyzed public institution has been elaborated based on different problems which come up during working hours and after several discussions with public employees from within several of the institution's structures.In the current context, one places emphasis more and more on the study of occupational stress, so that we have considered opportune the elaboration of an adequate study with distinctiveness on the local administration type of organization, with emphasis on improving the services rendered with the purpose of increasing citizen sati…
The effects of perceived value, satisfaction, and advertising on share of wallet and word of mouth in a retailing context
2016
Customer loyalty as a topic has been of interest to managers and researchers for several decades. There are a few antecedents for explaining customer loyalty in marketing literature, and researchers have discussed the consequences of loyalty. The reason for interest toward loyalty is the wide assumption that loyal customers have higher retention rates, they buy more, and are more willing to share by word of mouth (WOM) and electronic WOM (eWOM). This is why loyalty is linked to companies' financial performance. The aim of this study was to investigate perceived value (PEVA) and customer satisfaction as the antecedents of loyalty outcomes, such as share of wallet (SOW) and WOM in a retailing…
CSR i jego znaczenie dla kształtowania relacji z klientami - w świetle wyników badań ankietowych
2016
Społeczna Odpowiedzialność Biznesu (CSR) jest nową, dynamicznie rozwijającą się koncepcją zakładającą równowagę między trzema wymiarami – ekonomicznym, społecznym i ekologicznym. Od przedsiębiorstwa oczekuje się nie tylko pomnażania zysków, ale również pełnego spojrzenia na otoczenie i pracowników. Społeczne zaangażowanie to obecnie, poza działalnością charytatywną, odpowiedź na potrzeby społeczności. Najważniejsze jest, by przedsiębiorstwa wdrożyły procesy, dzięki którym względy społeczne, środowiskowe i etyczne oraz kwestie praw człowieka staną się stałym elementem ich działalności i strategii biznesowej.
The role of verbal and multimodal interactions in waiters-customers relationship in restaurants: a single case analysis
2009
International audience
BENEFICIOS RELACIONALES, SATISFACCIÓN Y LEALTAD EN EL COMERCIO MINORISTA: UNA COMPARATIVA INTERSECTORIAL
2009
RESUMENEn el contexto del marketing de relaciones, resulta de gran importancia para el establecimiento minorista identificar el tipo de beneficios de la relación que influye en mayor medida sobre sus resultados en términos de satisfacción del cliente y lealtad hacia el minorista, de manera que se garantice una relación continua y satisfactoria. Dichos beneficios pueden tener distinto peso en función del tipo de actividad llevada a cabo por el minorista. El presente trabajo pretende analizar empíricamente un modelo que refleje los distintos tipos de beneficios relacionales obtenidos por los clientes, así como los beneficios obtenidos por la organización en términos de lealtad del consumidor …
Exploring positive online customer experience formation : a study of food waste shoppers
2022
This qualitative study investigates the formation of positive online customer experiences in the context of online grocery shopping. This study analyzes customers’ written descriptions of the causes of their positive experiences when visiting an online store. Data were collected with an online survey of 581 respondents. The case company is a Finnish online retailer, Fiksuruoka Ltd. Fiksuruoka’s business idea is to sell food waste; its product range consists of surplus groceries that are in danger of being disposed of. The findings show that four main themes contribute positively to the online customer experience. Positive customer experiences were explained by factors related to 1) the shop…
How is social capital formed across the digital-physical servicescape?
2022
This study examines how consumers create social capital in interactions with other customers and service personnel while shopping in retail stores that consist of both physical and digital locations. We draw on servicescape literature to explore the role of social capital in determining the social realm in digital-physical servicescapes using data from focus group discussions. We demonstrate how customers utilize both the digital and physical servicescapes in a convergent manner to form the social realm of the servicescape with the other people in service encounters. The implications provide guidelines on how the integration of digital and physical channels facilitates trust, human contact,…