Search results for "customers"
showing 10 items of 16 documents
Flying-Related Concerns among Airline Customers in Finland and Sweden during COVID-19
2022
COVID-19 hit the global economy hard in early 2020, and airline industry was among the biggest commercial victims. Governments closed borders, the virus scared off travelers and the aircraft stayed on the ground to a large extent. The forecasted record year turned out to be the worst in the history of aviation. This study focused on the concerns of airline customers and analyzed the differences between the customer behavior in two focus markets, Finland and Sweden. The article is based on a questionnaire and the answers of 2004 airline customers. The results show that even though the overall COVID-19 strategy was very different between the focus markets, the same concerns still arose. The m…
Le informazioni sulla banca
2017
Lo scritto indaga sulla possibile individuazione nell'ordinamento bancario di norme volte a sancire l'obbligo di fornire ai clienti dei servizi bancari informazioni relative alla banca. Ipotizza poi rimedi a presidio di tale obbligo. The paper investigates the possible identification in the banking system of rules aimed at establishing the obligation to provide banking customers with information relating to the bank. Finally, tha Author examines possible remedies for cases of violation of this obligation.
Bibliotecas versus librerías de grandes superficies comerciales : usuarios y clientes
2007
En este artículo se analiza la polémica que surgió en Estados Unidos en 1998 entre la pervivencia de la biblioteca tradicional y una nueva forma de entender la información en las librerías de las grandes superficies comerciales. Después de una breve historia del origen de las grandes librerías y su posterior integración en las grandes superficies comerciales se examina como ha influido en la biblioteca esta nueva práctica empresarial. Cómo pretende convertir al usuario en cliente y obligarle a pagar por determinados servicios bibliotecarios. Por último, reflexiona de la manera que la popularización del ordenador y la irrupción de Internet han reforzado el papel de la biblioteca como centro …
Employee Satisfaction Measurement – Part of Internal Marketing
2012
Since 1980 service companies have realized that standards and technology are essential for the successful implementing of the adopted strategy, but not enough. Without employees with the proper attitude, knowledge and skills, strategy can not generate the desired results. Great service companies highlight that employees (front-line employees) are responsible for the implementation of the service strategy, their satisfaction and loyalty having a direct and strong influence on the satisfaction and loyalty of the customers. In this context, this paper aims to highlight the importance of employees in delivering reliable services, as well as how to measure employee satisfaction levels. Regarding…
Digital Banking in Northern India: The Risks on Customer Satisfaction
2021
The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means that customers would have to make some changes to their routine. This can constitute risks in terms of maintaining customer satisfaction at previous levels. These risks are associated with customer retention because a service or product needs to be aligned with customer expectations to avoid them switching to other service providers. Moreover, it can also have an effect on reputa- tion. Offering digita…
Banks’ unfairness and the vulnerability of low-income unbanked consumers
2018
This paper’s objective was to explore low-income unbanked consumers’ perceptions of bank fairness and the way these perceptions were linked to consumer experiences of vulnerability. Qualitative data were used to analyse low-income consumers’ perceptions about banks’ services and communications. The study finds that although consumers’ financial inclusion is partially hindered by their personal circumstances, the perceived unfair treatment by banks has an even more negative impact on their financial inclusion. Low-income unbanked individuals report banks avoiding them, discriminating against them and impeding their financial inclusion. Banks’ perceived unfairness towards low-income consumers…
The Value of Trust for Travel Agencies in Achieving Customers' Attitudinal Loyalty
2015
The emergence of e-commerce in the tourism sector has triggered profound changes in the sector's structure. Travel agencies, as the final link in the distribution chain, have been most affected. The globalization of tourism service distributors via the internet has caused competition to intensify and has had strong repercussions. Nevertheless, many travel agencies that also offer online services remain competitive and maintain a loyal customer base. Drawing on data from customers used to purchasing tourism services over the internet, this study analyzed changes in these customers' perceptions of the value offered by traditional travel agencies. Considering the loyalty of clients as a key el…
Consumer Demand for Environmental, Social, and Ethical Information in Fishery and Aquaculture Product Labels
2022
[EN] Customers' attention to sustainability labels in fishery and aquaculture products (FAPs) has been increasing in the last decades, and the industry has adapted to this growing interest by adopting fish ecolabels. However, there is a growing interest to widen the sustainability concept to include the social and ethical information of the fishery and aquaculture industry and to go further from the voluntary approach on the labeling of these aspects in FAPs. For this reason, using data from 2021 Eurobarometer and using machine learning techniques, we disentangle the characteristics of the FAP buyers that consider the importance of environmental impact, ethical, and social information appea…
Scritti in onore di Pellegrino Capaldo
2014
La qualità dei servizi è stata riconosciuta come un rilevante aspetto caratterizzante la performance dell’azienda pubblica, analogamente alla capacità di operare secondo criteri di efficienza e nel rispetto dei vincoli di bilancio. Sebbene sia possibile riscontrare alcuni significativi casi di adozione di politiche di customer satisfaction nelle amministrazioni pubbliche italiane, a tutt’oggi il tema presenta significative criticità, specialmente in ordine agli aspetti metodologici e agli strumenti operativi che consentano di integrare dette politiche nel sistema di programmazione e controllo delle aziende che erogano tali servizi. Il presente lavoro adotta una diversa prospettiva di analis…
Integrazione di celle fotovoltaiche ibride nel vetromattone
2012
L’invenzione riguarda l’integrazione del vetromattone con celle solari ibride (organiche/inorganiche), conosciute come Dye-sensitized Solar Cell (DSC). La combinazione del vetromattone con le DSC consente di migliorare le prestazioni del prodotto originario rendendolo in grado di produrre energia pulita. Le caratteristiche di trasparenza e isolamento termo-acustico del prodotto possono essere regolate agendo sulla configurazione delle DSC. Il prodotto può essere assemblato a formare pannelli fotovoltaici per la realizzazione di facciate traslucide energeticamente “attive” in varie condizioni luminose (condizioni di luce diffusa o artificiale) e indipendentemente dall’angolo di radiazione so…