Search results for "customer"
showing 10 items of 387 documents
An Exploratory Case Study of Offshore Outsourcing: Problems in Multicultural Settings
2014
Outsourcing means using factors which are external to an organization to perform its functions whereas offshore outsourcing relies on using foreign resources to perform those functions. We focus in this paper on offshore outsourcing of information systems (ISs). We have conducted an exploratory case study of outsourcing IS support services. The services have been outsourced by a supplier organization which has been based in Finland. Main parts of its customer support services have been allocated to so-called production centers, which have been located in three countries; Latvia, India, and the Philippines. We have gathered qualitative data from nine experts via theme-based interviews. The e…
Human Resource Development Opportunities in Latvian Health Care Organization
2019
The aim of the research was to investigate the existing human resource management in a health care organization and develop guidelines for improvement, based on the analysis of the theory and empirical research results. In the research a leading health care organization in Latvia was selected. In total, the organization employs over 1300 people, including more than 600 doctors. The study analyzed in two departments: medical center and health center. Several research methods were applied, incl. SWOT analysis, survey and statistical data analysis. The results of the research indicate that employees lack knowledge and motivation that affects their development and career opportunities in the or…
The Antecedents of Customer Loyalty - Results of an Empirical Study in the Automotive Industry
2015
Customer satisfaction is regarded as the key to customer loyalty in the automotive industry. However, this relationship is influenced by several other variables, like switching barriers or variety seeking. This paper provides a structural equation model with latent variables for modeling this complex relationship. According to literature, high satisfaction should lead to loyalty but is heavily affected by moderating variables. An empricial study is reported which supports these predictions as well as the arguments on which they are based.
Key Predictors of Customer Loyalty for Facebook Brand Pages. Empirical Research on Social Media Marketing
2018
The new marketing practices and developments have had incredible impact on consumers’ purchasing process and information-acquisition process, and most notably, social media is changing marketing. The research setting for this paper refers to consumer behavior on social media services, particularly Facebook and consumers’ interactions with brands on this social platform. Through this research, we examine which consumer behavior concept has a higher impact in generating loyalty for the brands consumers interact with on Facebook. Using Automatic Linear Modeling, we forecast and model a target variable (namely, consumer loyalty) based on linear relationships between the target variable and its …
Management Consulting Interventions in Architects' Practices
2015
International audience; This paper is based on intervention-research projects carried out in an 22 architects’practices with SEAM consulting methodology. The architectural Industry is a regulated profession whose field of intervention covers the work submitted to a building permit to set up the architectural project, but also involves more extended missions. Architecture is also an artistic profession. This request was based on the need for practices to reinforce their internal organization, improve customer service, increase economic performance and competitiveness, through developing the involvement and motivation of employees and architects.. Considering the economic importance and impac…
Business models to offer customized output in electronic commerce
2003
Seller-driven business models (e.g. online bookstores) have been successfully implemented and concretized in Electronic Commerce both in practice and science in the last years. In contrast to this we can depict that more customer-driven business models are implemented in the beginning. One major problem of customizable products and services in Electronic Commerce can be found in the adaptation of the human advisory activity which is inevitable in the traditional sale. For this reason we depict the customization in the customer's view and the corresponding business models in electronic markets. Main focus will be on the improvement of the communication interface between customer and seller i…
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.
Shape and dimensional accuracy in Single Point Incremental Forming: State of the art and future trends
2007
Abstract The paper is aimed to discuss some relevant issues concerning an innovative sheet metal forming technology, namely Single Point Incremental Forming. The advantages of this technology are addressed, including its capability to provide effective answers to some impellent industrial requirements: process flexibility, strong customer orientation, production of highly differentiated goods at low industrial costs. As well some relevant drawbacks are highlighted, mainly as concerns the level of accuracy permitted by the process. A wide recognition of the research efforts in this field is presented, taking into account some general considerations on the difference sources of shape and dime…
Engagement del consumidor a través del contenido generado por las empresas en instagram
2021
Purpose: The purpose of this paper is to analyse the impact of consumers’ perceptions of the enjoyment and originality of firm-generated content (FGC) posted on Instagram on affective customer engagement (CE). In addition, an examination is undertaken of affective CE as a driver of customer behaviour. Design/methodology/approach: The paper takes a quantitative approach using a sample of 334 women followers of an eco-friendly restaurant Instagram account. After validation of the measurement scales, the hypotheses were tested through structural equation modelling. Drawing on the stimuli-organism-response framework the authors posit that consumers’ perceptions of the enjoyment and originality …
Justice Perceptions as Predictors of Customer Satisfaction: The Impact of Distributive, Procedural, and Interactional Justice1
2006
This article attempts to extend prior research by testing the effects of justice components (distributive, procedural, and interactional) on customer satisfaction beyond the expectancy disconfirmation paradigm. To this end, two separate field survey studies were conducted. A total of 568 customers were surveyed in 38 hotels and 40 restaurants. The results showed that distributive justice was critical in predicting customer satisfaction, while the influence of procedural and interactional justice was secondary. Justice concepts were also robust against the simultaneous inclusion of disconfirmation and performance in the satisfaction equation. The article concludes with theoretical and manage…