Search results for "Service-orientation"
showing 3 items of 3 documents
Guest Editorial Special Section on Recent Trends and Developments in Industry 4.0 Motivated Robotic Solutions
2018
The twelve papers in this special section focus on the development of robotic solutions for smart factories in industry - the concept of the fourth industrial revolution (industry 4.0). The inclusion of robotics is expected to deeply change the future manufacturing and production processes, and lead to smart factories that will benefit from the main design principles of Industry 4.0: interoperability, virtualization, decentralization, real-time capability, service orientation, and modularity. Robotics will have a key role in this development since innovative technologies and solutions, traditionally associated with the service robotics sector, are going to migrate to industrial smarter robo…
Extending customer relationship management. From empowering firms to empowering customers
2013
Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper seeks to explore and analyse contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within CRM. This provides a good basis for critically analysing the current status of both CRM theory and practice. Design/methodology/approach – The paper reviews CRM literature published 2003-2011. Based on the literature review, it introduces a conceptual framework of the changing role of customer d…
Relationships among customer orientation, service orientation and job satisfaction in financial services
2005
PurposeThe present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its external finance division.Design/methodology/approachAfter the literature review, the method of empirical analysis consisting in quantitative intervention with an ad hoc survey using a structured questionnaire was developed. Regression analysis with mediation is used to contrast the hypotheses on the links between the constructs analysed.FindingsBoth reliability and factori…