Search results for "customer"
showing 10 items of 387 documents
Market orientation, trust and satisfaction in dyadic relationships:a manufacturer‐retailer analysis
2003
This paper studies the relationships between the manufacturer's market orientation behaviours and the distributor's trust in the relationship and satisfaction with it. It also analyses the effect of the distributor's trust on his/her satisfaction. Following a review of the literature, three alternative models of relationships between trust and satisfaction are compared. For this purpose the article presents the results of a study of the Spanish ceramic industry. These establish that the effect of the manufacturer's market orientation on the distributor's trust and on its satisfaction with the relationship is different depending on which dimension is considered. The model that best fits the …
Application of the Information Bottleneck method to discover user profiles in a Web store
2018
The paper deals with the problem of discovering groups of Web users with similar behavioral patterns on an e-commerce site. We introduce a novel approach to the unsupervised classification of user sessions, based on session attributes related to the user click-stream behavior, to gain insight into characteristics of various user profiles. The approach uses the agglomerative Information Bottleneck (IB) algorithm. Based on log data for a real online store, efficiency of the approach in terms of its ability to differentiate between buying and non-buying sessions was validated, indicating some possible practical applications of the our method. Experiments performed for a number of session sampl…
ICT for external use in Croatian four- and five-star hotels
2016
The Purpose – The objective of the paper is to examine the implementation of advanced technology and promotional supports in hotel companies and to compare their performance in four- and five-star hotels. More specifically, ICT for external use are analysed, i.e. customer relationship management (CRM), communication with customers, promotional supports, and online order receptions. Design/Methodology/Approach – The empirical research took place in 38 upscale (26 four and 12 five-star) hotels located in Croatia, in the regions of Dalmatia, Istria, and Kvarner, and in the city of Zagreb. The data were collected through a structured questionnaire administered mainly during personal interviews …
Etyczny wymiar relacji w sektorze finansowym w świetle koncepcji personalistycznej
2018
Współcześnie zaznacza się potrzebę dogłębnej analizy problemów etycznych, które mają miejsce w świecie ekonomii i gospodarki. Rozdział porusza kwestie dotyczące relacji zachodzących między klientem, pracownikiem (sprzedawcą) a przedsiębiorcą na rynku finansowym. Punktem wyjścia dla analizy problemów etycznych jest personalistyczne rozumienie pracy oraz przedstawienie koncepcji dobra wspólnego wraz z podstawowymi założeniami personalizmu ekonomicznego. Zostały wskazane wybrane zagadnienia związane z konkretnymi relacjami w sektorze finansowym.
A Customer Perspective on Omnichannel Customer Journey and Channel Usage : A Qualitative Study
2022
This qualitative study investigates customer behavior during the omnichannel customer journey. The study aims to increase the understanding of omnichannel service environments from a customer-centric point of view. The data was collected by interviewing 10 young adults (from 26 to 30 years old) who had bought a Finnish clothing brand (R-Collection) product via a digital or a physical channel. The research interviews dealt with the interviewees' experiences and channel behavior during their shopping journeys. Our results reflect the multidimensional nature of the omnichannel customer journey and give interesting insights into the usage of digital channels and technologies for clothing shoppi…
Analyzing the Current Phase of the OSS/BSS Software Market
2009
In this section, the evolution of the OSS/BSS software industry is described, and the current phase of the OSS/BSS software market is analyzed using quantitative data. The first analysis uses the viewpoint of the general industry lifecycle stage models. This is followed by an analysis from the viewpoint of the vertical software market evolution model. The last section analyses the mergers and acquisitions of the OSS/BSS market from the last few years.
Evaluation of customer satisfaction with the hospital catering system in the city of Palermo (Italy) [Valutazione della Customer Satisfaction nella “…
2009
Obiettivi: lo scopo dello studio è stato quello di rilevare la ”customer satisfaction” nella ristorazione ospedaliera di pazienti ricoverati in due strutture pubbliche (Azienda Ospedaliera Universitaria Policlinico e Presidio Ospedaliero Asl 6) ed in un Presidio Ospedaliero privato di Palermo, valutandone le differenze anche in relazione alla diversa tipologia di preparazione dei pasti, con “cucina centralizzata”, nel pubblico, ed “in loco”, nel privato. Metodi: l’indagine è stata realizzata con questionario a risposta multipla mediante intervista diretta, somministrato a 207 pazienti, su 227 presenti, che hanno collaborato all’inchiesta. Risultati: Giudizi favorevoli sono stati espressi so…
Examining the Impact of eWOM-triggered Customer-to-Customer Interactions on Travelers’ Repurchase and Social Media Engagement
2021
Electronic word-of-mouth (eWOM) communication on social media has revolutionized how travelers search for and share information and how they interact with one another digitally. This research examines the effects of eWOM-triggered customer-to-customer (C2C) interactions on travelers’ post-eWOM behaviors (i.e., repurchase and customer engagement) in a cross-cultural context. Drawing upon cognitive dissonance theory, a scenario-based experiment was conducted using a sample of 461 African tourists with recent intracontinental travel experience. Our findings suggest that a customer’s repurchase intention and engagement in social media C2C interactions are significantly influenced when their eWO…
Role of Marketing and Technological Innovation on Satisfaction and Word of Mouth in Retailing
2017
Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work analyses innovation in retail experiences from two aspects—marketing innovation and technological innovation—to understand the role it exercises in satisfaction and subsequent recommendation. For that purpose, our objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word of mouth through three core constructs: store image, consumer value, and …
Sources of Dissatisfaction: Mobile Interaction with the Real World and Other Mobile Internet Applications
2013
Current consumer-level mobile Internet applications involve many potential sources of dissatisfaction. Studying these sources is necessary, especially for newer application areas such as mobile interaction with the real world. This study combined previous studies to form a categorization framework of dissatisfaction sources and gathered qualitative data using critical incident technique and overall evaluation questionnaire to describe the sources in detail. This article proposes insights into characteristics, temporality, and combinations of sources. peerReviewed