Search results for "customer"
showing 10 items of 387 documents
A Comparative Facebook Content Analysis between Romanian and Western European Airline Carriers
2014
This research aims to investigate the different social media strategies adopted by the airline companies from two European regions. In the attempt to land more customers on their social media runway, drive more sales from social media content, increase customer satisfaction through a high response rate or increase their brand awareness, the airlines combine creativity and high-quality ideas to better promote their products and services to customers all around the globe. The paper analyses the content (number of fans, posts, number of likes, the dynamics of comments, response rate) on the Facebook pages of Tarom, Blue Air, Wizz Air, Lufthansa, Austrian Airlines, KLM International and Air Eur…
A M3G Talking Head for Smartphones
2011
Often customer information services or virtual support guides make use of friendly interface to facilitate human-machine interaction. Indeed, virtual guided tours or helpdesks use a talking anthropomorphic head to communicate with the user. In this paper, we present a talking head for Smart phones, PDAs and, in general, all the mobile devices able to support J2ME and MIDP protocol. The objective of this article is to illustrate how to make such an interface as portable as possible by maximizing the limited computational resources of these devices.
Rehabilitation agency of older adults in group-based intervention
2019
Aims: This study investigated the individual rehabilitation agency of older adults in a one-year group-based gerontological rehabilitation context. Here, rehabilitation agency is understood as being manifested when older adults make choices and decisions regarding their everyday lives, including notions of themselves. Methods: The data were obtained via non-participant observation of the final individual goal evaluation sessions of 38 older adults with their personal counselor. In these sessions, older adults discussed their rehabilitation outcomes, actions, choices and decisions during the rehabilitation year, along with their future in home settings. The data were analyzed using qualitati…
From the memory of the experience to the relationship with the retailer : a theoretical and methodological exploration in the field of retail
2015
Our research proposes an enrichment of the experiential paradigm by focusing on the consequences of experience. We support the view that an approach by the memory of the experience can partly compensate for the limitations of satisfaction in understanding the retailer-customer relationship. Our literature review leads us to a better understanding of the relationship between experience, memory of the experience and remembered experience. The completion of two longitudinal studies helps to: [1]. conceptualize dimensions of the memory of the shopping experience; [2]. understand the evolution of memory over time; [2]. study its effects on satisfaction, retailer attitude, retailer commitment, an…
HIGHER EDUCATION MARKETING ABROAD AND IN LATVIA
2012
The changes in higher education funding system has fostered the universities to introduce the tuition fees for studies and the revenue from tuition fees have become one of the main funding sources for higher education organizations. Consequently, the universities have become more active of using in the business world applied marketing techniques and strategies to attract more students. In this article the author examines marketing techniques and strategies used so far by higher education organizations and which are successfully adapted to the higher education industry, as well as author makes suggestions for future research. DOI: http://dx.doi.org/10.5755/j01.em.17.4.3021
Virtual and augmented reality: Advancing research in consumer marketing
2020
Abstract Virtual reality (VR) and augmented reality (AR) technologies are having a profound impact on a variety of marketing practices and are attracting increasing attention from marketing researchers. In this article, we review developments in VR/AR applications and research in the area of consumer marketing. We propose a conceptual framework for VR/AR research in consumer marketing that centers around consumer experiences provided by VR/AR applications along the customer journey and the effectiveness of such applications, and delve into the key concepts and components of the framework. Next, we provide a comprehensive overview of VR/AR applications in current practices and extant researc…
The influence of price fairness on customer satisfaction: an empirical test in the context of automobile purchases
2007
PurposeThis paper aims to link conceptually the concepts of price fairness and customer satisfaction and empirically demonstrate the influence of perceived price fairness on satisfaction judgments. Further, it seeks to examine specific factors that influence fairness perceptions including price perception and consumer vulnerability.Design/methodology/approachThe study is conducted in the context of automobile purchases in major German car dealerships. Based on a theoretical conceptualization of the constructs and an empirical pretest, 246 car buyers were surveyed and their fairness perceptions and satisfaction judgments with the car buying process measured.FindingsThe research shows that pr…
The impact of IT applications on customer satisfaction: some new perspectives in the supplier-retailer relationships
2010
The widely-reported advantages of information technologies (IT) in business processes have driven companies to devote important financial resources to IT solutions. However, academics suggest that investment in IT should be carefully assessed and restricted to what is strictly necessary. In this line, this paper aims at analysing the relationship between the customer perception about the IT intensity of use by its main provider and customer satisfaction with the provider's IT solutions as well as the existence of differences across activity sectors. For a sample of retailers of four different industries – i.e., grocery, apparel, electronics and furniture – results support the existence of s…
Impact of Service Quality Dimensions on the Formation of Customer Value in B to B Services
2013
PurposeCustomer and value‐oriented business strategies are increasingly important in the context of business to business services. However, little is known about the construction of customer value of B to B services. Also the influences of specific dimensions of service quality on customer value are open to debate. This study aims to explore the construction of customer value of B to B services, and to examine how specific dimensions of service quality contribute to customer value.Design/methodology/approachThe research data consists of 90 questionnaires which were collected through the structured interview method among Finnish business organizations. Hypothesis testing was conducted throug…
Customer satisfaction as an antecedent of price acceptance: results of an empirical study
2001
The goal of this current study is to extend customer satisfaction research in two important ways. First, it attempts to demonstrate the relationship between customer satisfaction and price acceptance. Second, as Voss, Parasuraman and Grewal claim that only a small proportion of the existant satisfaction research focuses on services, we empirically analyze the relationship between customer satisfaction and price acceptance in the hotel industry. Finally, the implications of the study’s findings for research into purchasing patterns and pricing policy are discussed.