Search results for "customer"
showing 10 items of 387 documents
EVALUATING A CUSTOMER-CENTRIC APPROACH
2007
Customer focus is, at best, only one element of the relationship between a company and its customers. At worst it is a board-room buzzworld, witch makes every board member feel a little more secure. Not unlike the phrase “working towards equal opportunities”, it is showing an awareness of a need but is not addressing the issues. Customer focus must lead to something meaningful, will probably require sacrifices and is just one of the steps necessary to become truly customer-centric. A customer focus puts your customers high on your list of priorities. When you put your customers into the heart of your business, make customers part of the culture, then you to become customer-centric.
Analyzing Mediators of the Customer Satisfaction - Loyalty Relation in Internet Retailing
2014
This study explores the customer satisfaction – loyalty relation in the context of online shopping by introducing various mediators, such as trust, attitude, hedonic value, and utilitarian value. For data collection, we used an online consumer survey in relation to Internet retailing. In this paper we found empirical evidence that loyalty and satisfaction have a reciprocal relationship, but that mediators exist between satisfaction and loyalty. The findings of this study have consequences for customer relationship management, particularly in terms of retention, of the satisfied consumers in an e-shopping environment.
How Do QR Codes Enhance Customer Experience? : Omnichannel Customer Experiences in a Brick-and-Mortar Fashion Store
2023
In this qualitative study, we investigate how customers perceive QR codes enhancing their customer experience (CX) in the brick-and-mortar (B&M) store environment. Introducing QR codes to B&M stores is a part of the larger phenomenon of retailers creating omnichannel CXs by utilizing digital and cyber-physical elements in B&M stores. To collect data from real customers’ CXs, we displayed QR codes in a Finnish fashion brand’s B&M store and interviewed customers who had authentically visited the store. The QR codes displayed in the store were linked to a product information page on the brand’s online store, a brand ambassador’s Instagram posts, and an online survey. The data consist of 15 ind…
Customers’ QR Code Usage Barriers in a Brick-and-Mortar Store : A Qualitative Study
2023
The purpose of this study is to explore the factors that hinder customers from utilizing QR codes when they visit brick-and-mortar (B&M) stores. The research was conducted at a Finnish fashion retailer, where three types of QR codes were displayed for customers to use. In order to identify the barriers that customers face, two different sets of data were collected and analyzed: open-ended survey data (n = 101) and interview data (n = 16). The findings showed two main categories of barriers,customer and company related, with seven sub-barriers. The customer-related barriers included lack of interest in QR codes, user-related usage issues, desire for a device-free B&M store, and dislike towar…
The Cross-Channel Effects of In-Store Customer Experience in the Case of Omnichannel Fashion Retailing in Finland
2023
Although omnichannel retailing has emerged as a popular research topic in academic research, there are still gaps in our understanding of this phenomenon. One such gap concerns omnichannel customer experience and particularly the cross-channel or spillover effects of how customer experience in one channel may affect customer behaviour not only in that specific channel but also in the other channels of the same retailer. In this study, we aim to address this gap by examining how customer experience in the offline channel affects customer behaviour in both the offline and the online channel, more specifically how in-store customer experience affects both brick-and-mortar store and online stor…
Effects of company reputation on commitment, loyalty, and identification, and their respective influence on customer citizenship behaviours
2016
Company reputation is considered a hard to build, but an easy to lose immaterial asset. It is known to offer numerous financial and non-financial benefits, such as increased price premiums, customer loyalty, stronger company growth, and attracting better recruits. Included among these are also the so-called citizenship behaviours. The purpose of the study was to expand knowledge on the connections between company reputation and citizenship behaviours. Commitment and loyalty are constructs known to be influenced by reputation, and likewise to influence citizenship behaviours. One of the objectives was to confirm their status. The focal point of the study was to expand the model to include cu…
Customer satisfaction within a large scale retail trading group: research design and control
2010
Even in contexts where Customer Management techniques are not very advanced, the need for relations with customers is as strong as to suggest expensive ad hoc researches able to simultaneously measure the satisfaction levels, to detect the eventual inadequacy of selling actions, to investigate the relations of customers with competitors. This is why the Grande Migliore Group in Palermo commissioned a research from the University of Palermo. The research was made in year 2008 at 10 Grande Migliore shops in Palermo and in other Western Sicily towns. The multipurpose nature of the research and the features of the customers population suggested the adoption of an ad hoc research design, the fea…
CLUSTER APPROACH AS ONE OF DETERMINANTS FOR INCREASING COMPETITIVENESS OF RIGA FREEPORT
2011
The cluster-based approach offers a new way of dividing and understanding an economy and competitiveness. The main objective of the present study was to reveal the influence of industrial clusters on Freeport’s of Riga business competitiveness and integrated development. The cluster environment stimulates competitiveness and competition inside the cluster and the industry. One of the reasons for the current problems of Latvia’s competitiveness is the low level of business entities’ co-operation and business integration in the national economy of Latvia and the Freeport of Riga in particular. Companies are isolated in their approaches to increasing their competitiveness and entering the glob…
Goodwill and Criteria for its Recognition in Financial Statements
2004
The article summarises a research on goodwill which is one of the most controversial assets. The research includes a comparison between the descriptions of the economic nature of goodwill and an analysis of various valuation methods and accounting policies. The article discusses the internationally recognised problem that there coexist several accepted methods of accounting for goodwill arising from the acquisition of an enterprise, as a result of which the accountancy data of different enterprises and countries are incomparable.
Dictamen profesional sobre la fusión y escisión como extrategias alternativas en un grupo de sociedades
2021
This work is a professional, legal opinion which sets out two alternative strategies (merger by absorption and partial demerger) in order to bring together the different areas of activity of the various companies in a group of companies. The aim is to provide solutions to the questions raised by customers and, therefore, to set out clearly and simply the procedure to be followed in each of the strategies, weighing up the advantages and disadvantages from each of them