Search results for "Customer"
showing 10 items of 387 documents
Inspiration, interaction, efficiency and simplicity : 4 values that can be mobilized in store to improve the customer experience
2020
The development of e-commerce is both a source of unprecedented competition for physical stores but also an opportunity to think about their commercial proposition. Creating a unique and memorable experience for their customers has become the major challenge for retailers today. Based on a literature review and customer interviews, this paper suggests four major values of shopping experience -simplicity, efficiency, inspiration and interaction -and their variations. Implications and guidelines are address to retailers willing to develop easily their experience offer.
High performance in after-sales support services in the automotive industry
2009
In the automotive aftermarket industry, market development has become more than merely the offer of a core product portfolio. With the aim of genuine differentiation and increased customer loyalty, the so-called value-added services have been brought into the market as separate/independent services or as product-supporting services by the automotive industry. However, owing to the increasing price erosion and budget pressure in practice, it has become essential for companies to ensure the effectiveness and efficiency of the services offered. The groundwork of effective and efficient service is a market- and customer-oriented service portfolio. This in turn requires a service-controlling sys…
Best practices in the Japanese software market
2007
Globalization of software markets is driving software firms to seek market share and growth opportunities from leading software markets in the world. As the second largest software market, Japan offers high growth potential for foreign software firms. In Japan, the information and communication technology industry is the largest market sector, and the size of the software market in Japan was US$131.8 billion in 2004. Despite great opportunities in the Japanese market, entering the market and conducting successful business there can be difficult due to cultural differences between Japan and Western countries. In this multi-case study we focus on nine software firms in order to examine the be…
Applying Dynamic Performance Management to Public Sector Organizations
2016
This chapter will illustrate different examples of DPM applied to public sector organizations.
Analysis of the Aggregate Financial Behaviour of Customers Using the Transtheoretical Model of Change
2014
Abstract The authors addressed the problem of aggregate financial behaviour of customers by using the transtheoretical model of change. Aggregate financial behaviour of customers was studied by analyzing payment cards, private pension savings and mortgage loans. The transheoretical model of change was chosen as a theoretical framework for the analysis. Conclusions are based on results of regression analysis of empirical evidence of customers’ financial behaviour relation to the given products during the time period 2001-2013 in Latvia and further logical inferences by authors, which are consistent with the chosen theoretical framework of the transtheoretical model of change
Banca ética y banca cooperativa. Un análisis comparativo a través del estudio de Caixa Popular y de Fiare Banca Ética
2017
Los bancos sociales representan en la actualidad una alternativa a la banca convencional, sobre todo para aquellos clientes que demandan un consumo socialmente responsable. La banca social está formada por dos tipos diferentes de entidades de crédito: los bancos cooperativos y los bancos éticos. Los primeros desarrollan su actividad desde hace ya más de un siglo a través de un modelo de banca de proximidad enfocada al territorio. Los segundos llevan tres décadas aproximadamente de funcionamiento, dirigiéndose a la realización de inversiones socialmente responsables (proyectos sociales y medioambientales). En el presente trabajo se analizan las similitudes y diferencias entre ambos modelos d…
Understanding the flat sharing experience: spatial ambivalence of the collaborative consumption
2018
International audience
HOLONIC PRODUCTION SYSTEM TO OBTAIN FLEXIBILITY FOR CUSTOMER SATISFACTION
2008
The Holonic Production System (HPS) can be a valid choice to overcome the problems of traditional production sys-tems’ architectures, thanks to its capability to adapt and react to changes in the business environment whilst being able to maintain systemic synergies and coordination. The HPS is made of holons seen as functional production units which are simultaneously autonomous and cooperative. Although the holonic approach could represent a valid solution in order to pursue the necessary levels of agility of production systems, they have been scarcely implemented in practice and even less studied from a business studies perspective. The purpose of this discussion paper is to show the bene…
CRM in the digital age: implementation of CRM in three contemporary B2B firms
2015
Purpose – The purpose of this study was to contribute to the current discussion on digitization in companies’ marketing from a customer relationship management (CRM) perspective by examining the role and objectives of CRM and the exploitation of social media to serve the objectives of CRM in contemporary business-to-business (B2B) companies. Design/methodology/approach – The data are collected through semi-structured themed interviews with key marketing/sales managers from three B2B firms. Findings – CRM seems to be moving closer to the company’s core activity and becoming everybody’s business to a greater extent than ever before, but its main goal, to enhance customer relationships, will …
Measuring Service Quality in Tourism Industry
2016
AbstractThe expansion of the service sector, the stronger competition resulting from globalization and deregulation, and the emergence of new information technologies have accelerated the shift toward a knowledge-based and innovation-driven economy. With the increasing role of tourism in global economy and the growing competition in the global tourism market, the importance of developing quality tourism products has been recognized by both the public and the private tourism sectors. In order to develop quality tourism, organizations need to know what their competitive advantage is and what capabilities they need to grow and maintain. The aim of this paper is to analyze the customer satisfac…