Search results for "relationship"
showing 10 items of 3616 documents
Employees' overestimation of functional and relational service quality: A gap analysis
2005
This study extends previous research on gap analysis of service quality by including not only functional service quality but also relational benefits. To this end, a field study was carried out in 36 hotels and 35 restaurants. The samples consisted of 213 employees and 657 customers. A questionnaire format was used to measure both functional and relational service quality, as well as customers' loyalty. When comparing employee and customer perceptions, gaps potentially range from ‘overestimation’ (employees' perceptions are greater than customers' perceptions) to ‘underestimation’ (customers' perceptions are greater than employees' perceptions). In general, the results indicated that the em…
Determinants of Consumer's Buying Behavior for digital products in Trade Fair
2019
The purpose of this study is to examine the factors which have an effect on the intention to shop digital products at the India International Trade Fair. The study comprises both qualitative and quantitative analysis of the buying behaviour of consumers who visit trade fair. For this, a sample of 160 respondents has been taken by using non-random convenience sampling method. The key factors, i.e., value for money (price and quality), brand awareness and service utility were identified and analysed through the use of factor analysis. Findings point out that value for money and brand awareness are the most important variables that influence decision of consumers to shop at trade fair. The stu…
Exploring web-mediated communication: A genre-based linguistic study for new patterns of doctor–patient interaction in online environment
2016
This paper questions the nature of the communicative event that takes place in online contexts between doctors and web-users, showing computer-mediated linguistic norms and discussing the nature of the participants’ roles. Based on an analysis of 1005 posts occurring between doctors and the users of health service websites, I analyse how doctor–patient communication is affected by the medium and how health professionals overcome issues concerning the virtual medical visit. Results suggest that (a) online medical answers offer a different service from that expected by users, as doctors cannot always fulfill patient requests, and (b) net consultations use aspects of traditional doctor–patient…
Temporal and spatial analysis to personalise an agent's dynamic belief, desire, and intention profiles
2003
The paper addresses the dynamic belief, desire and intention profiles that can be made of an agent following a particular route, for example through a city. It assumes that location of an agent has effects on his beliefs desires and intentions and that the history of agent’s mobility and observed states in different locations can be used to predict his future states if the location is being permanently observed. A formal spatial route language is introduced. Formal relationships between the intentional notions, and the spatial behaviour of an agent are defined. As an application an information agent architecture for reasoning about the intentions of the customers of a mobile location-based …
IMPLEMENTING SERVICES IN PRICING DECISIONS TO ENHANCE THE CUSTOMER RELATIONSHIP — A FRAMEWORK FOR PRICE SETTING
2008
AbstractThis study develops a pricing framework that focuses on relationship-building — a factor that has been largely ignored in the pricing literature. First, a case-study method has been employed to better understand how a production-oriented company sets prices for its products. Then a framework has been developed which incorporates the service component in the pricing equation. The results of this research suggest that factoring in the price for services offered can enhance relationship management, thus having a positive impact on the company's business performance.
The Structure and Formation of Customer value in B-to-B Services
2017
This study investigates the hierarchical construct and the formation of customer value of b-to-b services. In-depth understanding of the construction of customer value and the effects of service quality on customer value are the key to effective development of b-to-b services. This quantitative study was conducted through the structured interview method among Finnish business organizations in early 2009. The data consisted of 90 qualified questionnaires. The customer value of b-to-b services was found to be composed of attribute and consequence levels. The dimensions of service quality influenced to differing degrees the formation of the attribute and consequence levels of the customer valu…
Customer Satisfaction and Quality Services in the Hotel Industry: A Strategic Approach
2018
In the hotel and hospitality industry, managers need to see quality as their main competitive advantage and need the acknowledge the ways in which quality can be used to drive competitiveness. As one of the most important aspects of hotel management and customer relationship management, the quality of all touristic services influenced by the intensifying competition, determine suppliers to take into account more the needs and requirements of customers in order to have a successful strategy. In the digital world where consumers are well-informed, the choice to purchase best quality services is the ultimate choice given the opportunity to compare other services with other companies. Both mana…
Exploring the links between destination attributes, quality of service experience and loyalty in emerging Mediterranean destinations
2020
Abstract Since the publication of the “Experience Economy” work by Pine and Gilmore in 1999, understanding the increasing complexity of the customer experience within the customer journey in the tourism industry is a priority for researchers and destination management organizations. This study contributes to the extension of the Experience Economy in tourism research by examining the links between tourists' assessment of destination attributes, their perceived quality of the service experience and loyalty, in seven emerging Mediterranean destinations. To date, little research has explored the aforementioned aspects, even though the Mediterranean region is the leading tourism destination in …
Artificial neural network applied to the discrimination of antibacterial activity by topological methods
2000
Abstract A new topological method that makes it possible to discriminate the active and inactive molecules on the basis of their chemical structures is applied in the present study to the antibacterial agents. This method uses neural networks in which training algorithms are used as well as different concepts and methods of artificial intelligence with a suitable set of topological descriptors. It is possible to obtain a QSAR interpretation of the information contained in the network after the training has been carried out.
<strong>New tool useful for drug discovery validated through benchmark datasets</strong>
2018
Atomic Weighted Vectors (AWVs) are vectors that contain the codified information of molecular structures, which can apply to a set of Aggregation Operators (AOs) to calculate total and local molecular descriptors (MDs). This article presents an exploratory study of a new tool useful for drug discovery using different datasets, such as DRAGON and Sutherland’s datasets, as well as their comparison with other well-known approaches. In order to evaluate the performance of the tool, several statistics and QSAR/QSPR experiments were performed. Variability analyses are used to quantify the information content of the AWVs obtained from the tool, by the way of an information theory-based algorithm. …