Search results for "customer"

Online value creation in small service businesses: the importance of experience valence and personal values

2012

Perceived value is of great interest in current marketing research. However, in the area of Internet as a shopping channel of small businesses, there has been little analysis of customer perceived value and its determinants. This paper examines two little analysed aspects of value creation, experience valence and personal values. The analysis of data from a survey of tourism service purchase shows that experience valence, in terms of relevant information, ease of use and customer service, clearly influences perceived value after the online shopping experience. In contrast, only personal values of sense of security and sense of accomplishment influence perceived value.

An Integrative Approach for Product Development and Customer Satisfaction Measurement

1999

As soon as the automotive industry in the western world countries recognizes that the outstanding performance of Japanese manufacturers is the result of a customer-oriented understanding of quality, the QFD approach became a famous instrument to achieve the product quality demanded by customers. Nevertheless this concept has its limits. In this article we suggest the extension of the QFD approach on the base of customer values and benefits.

Similarity Mashups for Recommendation

2013

Recommendation systems are becoming a state of the art for web-based systems as they produce additional product exposure and customer satisfaction. The Semantic Web and mashups can improve recommendation systems and provide new ways for their creation. In the web it is possible to analyze product descriptions and to use Linked Data for characterizing the similarity of objects or of objects and user interests. In this chapter, we give a brief overview of existing technical approaches and tools for creating recommendation systems that can be used to create mashups as recommendation systems.

Comparing the Capabilities of Mobile Platforms for Business App Development

2015

Businesses increasingly embrace the possibilities of mobile computing. While there is broad advice for app developers in general, development of apps for enterprises is hardly covered. Business apps support internal processes and contribute to customer relationship management. The heterogeneity of platforms for mobile devices makes development difficult. At the same time, companies seek to support several platforms with their apps to maximize customer acceptance and to support the platforms best suited for their employees. Aiming at improving the knowledge on business app development, we present a framework for assessing mobile platforms. For this purpose, we have developed a distinct set o…

Airlines Customer Segmentation in the Hyper-Competition Era

2019

As the airline industry reaches its maturity, so do the passengers who are looking for more sophistication in terms of the products and services they buy or expect. Offering a large array of services to customers with different expectations who await customization along their journey has become more challenging for airlines all over the world. Coping with changes in a volatile environment means that airlines need to redefine their customer segmentation, evolving from a social-demographic to a more complicated behavioral approach which encompasses the whole traveling experience and the way airlines deliver at every touching point.

Opiskelijan brändisuhteen kehittyminen Jyväskylän ammattikorkeakouluun

2015

Analiza PROFIT i jej wykorzystanie w budowie mapy preferencji parametrów logistycznej obsługi klienta

2017

Artykuł podejmuje problematykę badania preferencji nabywców z wykorzystaniem analizy PROFIT. Jego celem jest wskazanie możliwości zastosowania tej metody w tworzeniu mapy percepcji elementów obsługi klienta oraz korzyści płynących z jej zastosowania. Metoda ta pozwala na identyfikację preferencji odbiorców z punktu widzenia określonych zmiennych.

Understanding moderating effects in increasing share-of-wallet and word-of-mouth : A case study of Lidl grocery retailer

2018

This study examines how five moderating variables (the length of the customer relationship, following a company in print media and on social media, remembering online advertisements, and the customer’s age) affect the relationships between perceived value and loyalty and satisfaction and loyalty in the grocery retailing sector. A series of hypotheses were developed and tested with a sample of 2,072 discount retailer customers in Finland. The results support all the direct effects hypotheses and show that perceived value and satisfaction both have a positive effect on loyalty, measured as a share of wallet and word of mouth and that the effect of perceived value tends to be stronger in the s…

Customer brand engagement : affection to brand usage intent and moderating effect of brand experience

2015

Customer engagement is a relatively new area in the marketing literature and academic research has only shortly studied the nature of customer engagement. Despite the slight research numerous work have recognized the growing attention of customer brand engagement and consequently Marketing Science Institute has listed it as one of its key research priorities. Another important research interest which highly affects to customers satisfaction and loyalty, is brand experience. The indirect effect of brand experience to the relationships between customer brand engagement and its consequences are insufficiently examined and therefore in this study brand experience is used as a moderator factor. …

Paths to purchase : the role of the online environment and the fluctuation of customer brand engagement

2016

Customers´ paths to purchase are constantly developing due to digitalization. Online channels enable customers to guide their own decision processes more than ever. When understanding the complex buying journeys, companies can gain competitive advantage. Another current and interesting phenomena in the field of marketing lies in a fairly new concept called customer brand engagement (CBE). The nature of CBE has been studied to some extent, but further research is needed, especially on fluctuation, since most research focuses on observing CBE levels during a specific context and time. The aim of this research is to create insight into the customer decision-making process and CBE. The focus is…