Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 4

Customer Value Related Abstracts

4 Supply Chain Competitiveness with the Perspective of Service Performance Between Supply Chain Actors and Functions: A Theoretical Model

Authors: Umer Mukhtar

Abstract:

Supply Chain Competitiveness is the capability of a supply chain to deliver value to the customer for the sake of competitive advantage. Service Performance and Quality intervene between supply chain actors including functions inside the firm in a significant way for the supply chain to achieve a competitive position in the market to gain competitive advantage. Supply Chain competitiveness is the current issue of interest because of supply chains’ competition for competitive advantage rather than firms’. A proposed theoretical model is developed by extracting and integrating different theories to pursue further inquiry based on case studies and survey design. It is also intended to develop a scale of service performance for functions of the focal firm that is a revolving center for a whole supply chain.

Keywords: Value Chain, Customer Value, supply chain competitiveness, service performance in supply chain, service quality in supply chain, competitive advantage by supply chain, networks and supply chain, value supply chain

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3 Maximizing Customer Service through Logistics Service Support in the Automobile Industry in Ghana

Authors: John M. Frimpong, Matilda K. Owusu-Bio, Caleb Annan

Abstract:

Business today is highly competitive, and the automobile industry is no exception. Therefore, it is necessary to determine the customer value and service quality measures that lead to customer satisfaction which in turn lead to customer loyalty. However, in the automobile industry, the role of logistics service support in these relationships cannot be undermined. It could be inferred that logistics service supports and its management has a direct correlation with customer service and or service quality. But this is not always the same for all industries. Therefore, this study was to investigate how automobile companies implement the concept of customer service through logistics service supports. In order to ascertain this, two automobile companies in Ghana were selected, and these are Toyota Ghana Limited and Mechanical Lloyd Company Ltd. The study developed a conceptual model to depict the study’s objectives from which questionnaires were developed from for data collection. Respondents were made up of customers and staff of the two companies. The findings of the study revealed that the automobile industry partly attributes their customer satisfaction to the customer value, service quality or customer value. It shows a positive relationship between logistics service supports and service quality and customer value. However, the results indicate that customer satisfaction is not predicted by logistics services. This implies that in the automobile industry, it is not always the case that when customer service is implemented through logistics service supports, it leads to customer satisfaction. Therefore, there is the need for all players and stakeholders in the automobile industry investigate other factors which help to increase customer satisfaction in addition to logistics service supports. It is recommended that logistics service supports should be geared towards meeting customer expectations and not just based on the organization’s standards and procedures. It is necessary to listen to the voice of the customer to tailor the service package to suit the needs and expectations of the customer.

Keywords: Customer Service, Customer Loyalty, Customer Satisfaction, Customer Value, logistics service supports

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2 The Effect of Physical Evidence of Themed Casino Hotels on Customer Value and Satisfaction

Authors: Tao Zhang, Fen Zhang

Abstract:

Physical evidence has emerged as an important concept for understanding customers' behavior in the service industry. While it is still not clear about the effect of physical evidence of themed casino hotels on customer value and satisfaction. After deciding on the research context, the processes of this research started with a review of literature in three subject areas: physical evidence, customer value, and customer satisfactions. Insights from the literature review and pilot interviews are important input that informs the development of the specific research questions. Data collection for this research will be done for two studies: a photo elicitation study and an in-depth interview study.

Keywords: Hotel, Casino, Customer Satisfaction, Customer Value, physical evidence

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1 Competitors’ Influence Analysis of a Retailer by Using Customer Value and Huff’s Gravity Model

Authors: Yepeng Cheng, Yasuhiko Morimoto

Abstract:

Customer relationship analysis is vital for retail stores, especially for supermarkets. POS systems make it possible to record the daily purchasing behaviors of customers as an ID-POS database, which can be used to analyze customer behaviors of a supermarket. RFM analysis is a traditional method based on the ID-POS database for detecting the customer loyalty of a store. In general, there are many supermarkets in a city, and other nearby competitor supermarkets significantly affect the daily purchasing behaviors of customers of a supermarket. However, it is impossible to get detailed ID-POS databases of competitor supermarkets. Hence, to predict the influence of competitors has always been a critical and challenging problem for a supermarket. This paper discusses a method for predicting influences of competitor supermarkets only from a POS database of a supermarket chain. We first focused on the distance between a customer's home and a shop and proposed a new method based on Huff's gravity model to convert the distance data into attractiveness probability to solve the multicollinearity problem in logistic regression analysis. Then we built a loyal customer analysis model consist of RFM scores and attractiveness probabilities to analyze correlations between distance and purchasing behaviors. In numerical experiments, we empirically evaluated the influence of the other nearby supermarkets on loyal customers purchasing of a supermarket from the viewpoint of partial regression coefficients and accuracy.

Keywords: Customer Value, POS, Huff's Gravity Model, Retailer

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