Search results for "servi"
showing 10 items of 4470 documents
Drivers and outcomes of consumer engagement : Insights from mobile money usage in Ghana
2019
Purpose The purpose of this paper is to examine the drivers of consumer engagement and its consequences via the experiences of mobile money services’ users in Ghana and to discuss its implications for the society, financial service innovation, delivery and operations. Design/methodology/approach A pre-tested survey instrument was used with a sample of 595 mobile money services users in Ghana. SmartPLS application was used to analyze the data and report findings. Findings The study shows that perceived risk, consumer empowerment, subjective norm, performance expectancy and effort expectancy influence the affect component of consumer engagement and explain around half of its variance. The ef…
How Are Negative Customer Experiences Formed? A Qualitative Study of Customers’ Online Shopping Journeys
2019
This study investigates how negative customer experiences are formed during customers’ online shopping journeys. A qualitative, in-depth dataset collected from 34 participants was employed to identify negatively perceived touchpoints that contribute to the customer experience in a negative way. The findings reveal that negative touchpoints are experienced during customers’ entire journeys, particularly after a purchase is completed. We identified 152 negative touchpoints from the data, of which 53 were experienced during search and consideration, 35 when finalizing a purchase, 33 during delivery, and 31 during after-sales interactions with the company. Within these four main categories, 20 …
Value co-creation in health care : insights into the transformation from value creation to value co-creation through digitization
2016
This study explores the transformation of value creation into value co-creation and how the digitization of services plays a key role in this transformation within the health-care sector, which faces new challenges with the increasingly active role of the customer. Customers are becoming active participants in value co-creation and now have expectations based on their needs from the service. The objective of this study is to provide a more holistic view of the customer’s role and value cocreation within digital health-care services. This study emphasizes the necessity of the co-creation of value within the health-care sector and introduces a paradigm shift through the digitization of value …
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…
Extending customer relationship management. From empowering firms to empowering customers
2013
Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper seeks to explore and analyse contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within CRM. This provides a good basis for critically analysing the current status of both CRM theory and practice. Design/methodology/approach – The paper reviews CRM literature published 2003-2011. Based on the literature review, it introduces a conceptual framework of the changing role of customer d…
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…
PASSENGER SATISFACTION WITH HYBRID ELECTRIC BUS SERVICE IN NORWAY : A PLS Structural Equation Modelling Approach
2019
Master's thesis Business Administration BE501 - University of Agder 2019 The use of hybrid electric buses (HEBs) in public transit is one of the global attention received topics in this 21st century because of its environment friendly nature. This study focusses on effect of bus service quality dimensions such as bus driver's quality, bus tangible and empathy to determine customer satisfaction level of bus service in Kristiansand region. Structural equation model is used for an empirical investigation to find out the association of perceived bus service quality dimensions with word of mouth mediated by perceived value and customer satisfaction. A total of 276 valid university student respon…
Comparative evaluation of critical factors in Delivering service quality gaps in the Bangladeshi banking industry
2018
Master's thesis Business Administration BE501 - University of Agder 2018 This research study aims to search for the gaps in the quality of the service for the customers in different types of banks in Bangladesh. The study will evaluate the service quality gaps regarding different critical factors based on the SERVQUAL model which is initially established by Parasuraman. The relative importance and necessity of these vital factors in the evaluation of overall service qualitygaps investigated in the dominance analysis technique. This study was run by the questions and interviews of bank customers to find their perceptions about the service quality of selected Bangladeshi banks (Mary & Karl 20…
Ultrastructural and histochemical analysis reveals ethylene-induced responses underlying reduced peel collapse in detached citrus fruit
2010
Fruits from many citrus cultivars develop depressed areas in the flavedo (outer part of the peel) and albedo (inner part) following detachment. Although ultrastructural analysis may provide important information about multiple plant responses to stresses and external stimuli at the cell and tissue levels, and despite the proved efficacy of ethylene in reducing peel damage in citrus fruit, cytological responses of this horticultural crop to protective ethylene concentrations have not yet been reported. We show that applying high ethylene levels (2 mu L L(-1) for 14 days) causes sublethal stress as it favored the alteration of cuticle, vacuole, middle lamella and primary wall, especially in t…
All-Atom simulations disclose how cytochrome reductase reshapes the substrate access/egress routes of its partner cyp450s
2020
Cytochromes P450 enzymes (CYP450s) promote the oxidative metabolism of a variety of substrates via the electrons supplied by the cytochrome P450 reductase (CPR) and upon formation of a CPR/CYP450 adduct. In spite of the pivotal regulatory importance of this process, the impact of CPR binding on the functional properties of its partner CYP450 remains elusive. By performing multiple microsecond-long all-Atom molecular dynamics simulations of a 520â »000-Atom model of a CPR/CYP450 adduct embedded in a membrane mimic, we disclose the molecular terms for their interactions, considering the aromatase (HA) enzyme as a proxy of the CYP450 family. Our study strikingly unveils that CPR binding alters…