Publications | Economics and Management Engineering
Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 1998

World Academy of Science, Engineering and Technology

[Economics and Management Engineering]

Online ISSN : 1307-6892

288 Drivers of Customer Satisfaction in an Industrial Company from Marketing Aspect

Authors: M. Arefi, A.M. Amini, K. Fallahi

Abstract:

One of the basic concepts in marketing is the concept of meeting customers- needs. Since customer satisfaction is essential for lasting survival and development of a business, screening and observing customer satisfaction and recognizing its underlying factors must be one of the key activities of every business. The purpose of this study is to recognize the drivers that effect customer satisfaction in a business-to-business situation in order to improve marketing activities. We conducted a survey in which 93 business customers of a manufacturer of Diesel Generator in Iran participated and they talked about their ideas and satisfaction of supplier-s services related to its products. We developed the measures for drivers of satisfaction first by as investigative research (by means of feedback from executives and customers of sponsoring firm). Then based on these measures, we created a mail survey, and asked the respondents to explain their opinion about the sponsoring firm which was a supplier of diesel generator and similar products. Furthermore, the survey required the participants to mention their functional areas and their company features. In Conclusion we found that there are three drivers for customer satisfaction, which are reliability, information about product, and commercial features. Buyers/users from different functional areas attribute different degree of importance to the last two drivers. For instance, people from buying and management areas believe that commercial features are more important than information about products. But people in engineering, maintenance and production areas believe that having information about products is more important than commercial aspects. Marketing experts should consider the attribute of customers regarding information about the product and commercial features to improve market share.

Keywords: B2B, Customer satisfaction, Commercial, Industry.

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287 Identification of the Key Sustainability Issues to Develop New Decision Support Tools in the Spanish Furniture Sector

Authors: P.Cordero, R.Poler, R.Sanchis

Abstract:

The environmental impacts caused by the current production and consumption models, together with the impact that the current economic crisis, bring necessary changes in the European industry toward new business models based on sustainability issues that could allow them to innovate and improve their competitiveness. This paper analyzes the key environmental issues and the current and future market trends in one of the most important industrial sectors in Spain, the furniture sector. It also proposes new decision support tools -diagnostic kit, roadmap and guidelines- to guide companies to implement sustainability criteria into their organizations, including eco-design strategies and other economical and social strategies in accordance with the sustainability definition, and other available tools such as eco-labels, environmental management systems, etc., and to use and combine them to obtain the results the company expects to help improve its competitiveness.

Keywords: Furniture sector, eco-design, sustainability, economical crisis, market trends, roadmap

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286 Customer-Supplier Collaboration in Casting Industry: a Review on Organizational and Human Aspects

Authors: Taneli Eisto, Venlakaisa Hölttä

Abstract:

Customer-supplier collaboration enables firms to achieve greater success than acting independently. Nevertheless, not many firms have fully utilized the potential of collaboration. This paper presents organizational and human related success factors for collaboration in manufacturing supply chains in casting industry. Our research approach was a case study including multiple cases. Data was gathered by interviews and group discussions in two different research projects. In the first research project we studied seven firms and in the second five. It was found that the success factors are interrelated, in other words, organizational and human factors together enable success but not any of them alone. Some of the found success factors are a culture of following agreements, and a speed of informing the partner about changes affecting to the product or the delivery chain.

Keywords: Casting industry, collaboration success factors, customer-supplier collaboration, supply chain collaboration.

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285 Interstate Comparison of Environmental Performance using Stochastic Frontier Analysis: The United States Case Study

Authors: Alexander Y. Vaninsky

Abstract:

Environmental performance of the U.S. States is investigated for the period of 1990 – 2007 using Stochastic Frontier Analysis (SFA). The SFA accounts for both efficiency measure and stochastic noise affecting a frontier. The frontier is formed using indicators of GDP, energy consumption, population, and CO2 emissions. For comparability, all indicators are expressed as ratios to total. Statistical information of the Energy Information Agency of the United States is used. Obtained results reveal the bell - shaped dynamics of environmental efficiency scores. The average efficiency scores rise from 97.6% in 1990 to 99.6% in 1999, and then fall to 98.4% in 2007. The main factor is insufficient decrease in the rate of growth of CO2 emissions with regards to the growth of GDP, population and energy consumption. Data for 2008 following the research period allow for an assumption that the environmental performance of the U.S. States has improved in the last years.

Keywords: Stochastic frontier analysis, environmental performance, interstate comparisons.

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284 The Impact of Website Personality on Consumers' Initial Trust towards Online Retailing Websites

Authors: Jasmine Yeap Ai Leen, T. Ramayah, Azizah Omar

Abstract:

E-tailing websites are often perceived to be static, impersonal and distant. However, with the movement of the World Wide Web to Web 2.0 in recent years, these online websites have been found to display personalities akin to 'humanistic' qualities and project impressions much like its retailing counterpart i.e. salespeople. This paper examines the personality of e-tailing websites and their impact on consumers- initial trust towards the sites. A total of 239 Internet users participated in this field experiment study which utilized 6 online book retailers- websites that the participants had not previously visited before. Analysis revealed that out of four website personalities (sincerity, competence, excitement and sophistication) only sincerity and competence are able to exert an influence in building consumers- trust upon their first visit to the website. The implications of the findings are further elaborated in this paper.

Keywords: E-commerce, e-tailing, initial trust, online trust, partial least squares, website personality.

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283 Continual Improvement with Integrated Management System

Authors: Sharareh Mirsaeidi Farahani , Gholamreza Chitsaz

Abstract:

Management Systems are powerful tools for businesses to manage quality , environmental and occupational health and safety requirements . where once these systems were considered as stand alone control mechanisms , industry is now opting to increase the efficiency of these documented systems through a more integrated approach . System integration offers a significant step forward, where there are similarities between system components , reducing duplication and adminstration costs and increasing efficiency . At first , this paper reviews integrated management system structure and its benefits. The second part of this paper focuses on the one example implementation of such a system at Imam Khomeini Hospital and in final part of the paper will be discuss outcomes of that proccess .

Keywords: environmental management , Integratedmanagement systems, occupational healt and safetymanagement , quality management.

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282 Fuzzy Group Decision Making for the Assessment of Health-Care Waste Disposal Alternatives in Istanbul

Authors: Mehtap Dursun, E. Ertugrul Karsak, Melis Almula Karadayi

Abstract:

Disposal of health-care waste (HCW) is considered as an important environmental problem especially in large cities. Multiple criteria decision making (MCDM) techniques are apt to deal with quantitative and qualitative considerations of the health-care waste management (HCWM) problems. This research proposes a fuzzy multi-criteria group decision making approach with a multilevel hierarchical structure including qualitative as well as quantitative performance attributes for evaluating HCW disposal alternatives for Istanbul. Using the entropy weighting method, objective weights as well as subjective weights are taken into account to determine the importance weighting of quantitative performance attributes. The results obtained using the proposed methodology are thoroughly analyzed.

Keywords: Entropy weighting method, group decision making, health-care waste management, hierarchical fuzzy multi-criteriadecision making

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281 The Introduction of Compulsory Electronic Exchange of Documents in the Czech Republic: Comparing Expectation and Reality

Authors: Kamila Tišlerová

Abstract:

This contribution aims to outline some topics around the process of introduction of compulsory electronic exchange of documents (so called e-Boxes) in public administration. The research was conducted in order to gauge the difference between the expectation of those using internal email and their experience in reality. Both qualitative and quantitative research is employed to lead also to an estimation of the willingness and readiness of government bodies, business units and citizens to adopt new technologies. At the same time the most potent barriers to successful e-communication through the e-Boxes are identified.

Keywords: E-Box, e-Government, electronic document exchange, digitalisation, public administration.

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280 The Impact of ERP Systems on Accounting Processes

Authors: Despina Galani, Efthymios Gravas, Antonios Stavropoulos

Abstract:

Advances in information technology, recent changes in business environment, globalization, deregulation, privatization have made running a successful business more difficult than ever before. To remain successful and to be competitive have forced companies to react to the new changes in order to survive and succeed. The implementation of an Enterprise Resource planning (ERP) system improves information flow, reduce costs, establish linkage with suppliers and reduce response time to customer needs. This paper focuses on a sample of Greek companies, investigates the ERP market in Greece, the reasons why the Greek companies are investing in ERP systems, the benefits that users have achieved and the influence of ERP systems on the use of new accounting practices. The results indicate a greater level on information integration, flexibility in information access and greater functionality provided by ERP systems but little influence on the use of new accounting practices.

Keywords: Advanced Accounting Practices, EnterpriseResource Planning, Management Accounting.

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279 Role of Credit on Production Efficiency of Farming Sector in Pakistan(A Data Envelopment Analysis)

Authors: Saima Ayaz, Zakir Hussain, Maqbool Hussain Sial

Abstract:

The study identified the sources of production inefficiency of the farming sector in district Faisalabad in the Punjab province of Pakistan. Data Envelopment Analysis (DEA) technique was utilized at farm level survey data of 300 farmers for the year 2009. The overall mean efficiency score was 0.78 indicating 22 percent inefficiency of the sample farmers. Computed efficiency scores were then regressed on farm specific variables using Tobit regression analysis. Farming experience, education, access to farming credit, herd size and number of cultivation practices showed constructive and significant effect on the farmer-s technical efficiency.

Keywords: Agricultural credit, DEA, Technical efficiency, Tobit analysis

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278 A Study of the Role of Perceived Risk and User Characteristics in Internet Purchase Intention

Authors: Ali Hajiha, Farhad Ghaffari, Nooshin Gholamali Tehrani

Abstract:

This study aims at investigating the empirical relationships between risk preference, internet preference, and internet knowledge which are known as user characteristics, in addition to perceived risk of the customers on the internet purchase intention. In order to test the relationships between the variables of model 174, a questionnaire was collected from the students with previous online experience. For the purpose of data analysis, confirmatory factor analysis (CFA) and structural equation model (SEM) was used. Test results show that the perceived risk affects the internet purchase intention, and increase or decrease of perceived risk influences the purchase intention when the customer does the internet shopping. Other factors such as internet preference, knowledge of the internet, and risk preference affect the internet purchase intention.

Keywords: Perceived risk, Internet preference, Internetknowledge, Risk preference, Internet purchase intention

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277 Sustainability Strategy and Firm Performance in Residential Trade and Industry: A Conceptual Analysis

Authors: Martin Macion

Abstract:

The request for a sustainable development challenges both managers and consumers to rethink habitual practices and activities. While consumers are challenged to develop sustainable consumption patterns, companies are asked to establish managerial systems and structures considering economical, ecological, and social issues. As this is in particular true for housing associations, this paper aims first, at providing an understanding of sustainability strategy in residential trade and industry (RTI) by identifying relevant facets of this construct and second, at conceptually analyzing the impact of sustainability strategy in RTI on operational efficiency and performance of municipal housing companies. The author develops a model of sustainability strategy in RTI and its effects and further, sheds light in priorities for future research.

Keywords: firm performance, sustainability strategy, residentialtrade and industry

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276 Factors Paving the Way towards Islamic Banking in Pakistan

Authors: Muhammad Mazhar Manzoor, Muhammad Aqeel, Abdul Sattar

Abstract:

Islamic banking is one the most blossoming doctrine in economic system of the world. The Fast growing awareness about Islamic financial system has brought strong feeling to Muslims to confront the western interest-based economic cycle. The Islamic economic system is emerging as a reliable alternative to the interest based system. This study is proposed to ascertain the motivational factors encouraging people to go for Islamic banking in Pakistan. These pulsing factors are determined by generation of hypothesis that there are certain factors which are urging people to opt Islamic banking system and to see the differences in their ranking by applying Friedman test. These factors include: Economically derived factors such as stability of Islamic banks in crisis, profit and loss sharing doctrine and equity sharing etc. This study also highlights the religiously derived factors such as interest free banking, Shariah tenets and supervisory of Islamic Shariah board and sociopsychological factors.

Keywords: Islamic banking, motivational factors, religiousfactors, socio-psychological factors and economic factors

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275 Entrepreneur Features as a Competence in the Design of the European Higher Education Area Degrees

Authors: Herruzo E., Espejo R.A., Moreno R., González C., Benavides J.I., Plata, O.

Abstract:

This paper aims to explain the project carried out at the University of Cordoba, specifically at the High Polytechnic School in collaboration with two other organizations belonging to the Andalusian Ministry of Innovation, Science and Business: Andalusian Innovation and Development Agency (IDEA agency) [1] and the Territorial Net of Entrepreneurship Support (in Spanish Red Territorial de Apoyo al Emprendedor) [11]. The project is being developed in several stages of which only the first one has already been completed. However, several important preliminary results derive from it, based mainly in the description of the nature of entrepreneurship in the field of university education and its impact on student-s competency as recommended by the European Higher Education Area. Some problems holding back the correct future development will also be shown as derived from the specific context of application of the project.

Keywords: EHEA, Entrepreneurship, Innovation, TransversalCompetence.

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274 Developing and Implementing Successful Key Performance Indicators

Authors: Marie Mikušová, Viktorie Janečková

Abstract:

Measurement and the following evaluation of performance represent important part of management. The paper focuses on indicators as the basic elements of performance measurement system. It emphasizes a necessity of searching requirements for quality indicators so that they can become part of the useful system. It introduces standpoints for a systematic dividing of indicators so that they have as high as possible informative value of background sources for searching, analysis, designing and using of indicators. It draws attention to requirements for indicators' quality and at the same it deals with some dangers decreasing indicator's informative value. It submits a draft of questions that should be answered at the construction of indicator. It is obvious that particular indicators need to be defined exactly to stimulate the desired behavior in order to attain expected results. In the enclosure a concrete example of the defined indicator in the concrete conditions of a small firm is given. The authors of the paper pay attention to the fact that a quality indicator makes it possible to get to the basic causes of the problem and include the established facts into the company information system. At the same time they emphasize that developing of a quality indicator is a prerequisite for the utilization of the system of measurement in management.

Keywords: performance, measurement, firm, indicator

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273 Technological Innovation Capabilities and Firm Performance

Authors: Richard C.M. Yam, William Lo, Esther P.Y. Tang, Antonio, K.W. Lau

Abstract:

Technological innovation capability (TIC) is defined as a comprehensive set of characteristics of a firm that facilities and supports its technological innovation strategies. An audit to evaluate the TICs of a firm may trigger improvement in its future practices. Such an audit can be used by the firm for self assessment or third-party independent assessment to identify problems of its capability status. This paper attempts to develop such an auditing framework that can help to determine the subtle links between innovation capabilities and business performance; and to enable the auditor to determine whether good practice is in place. The seven TICs in this study include learning, R&D, resources allocation, manufacturing, marketing, organization and strategic planning capabilities. Empirical data was acquired through a survey study of 200 manufacturing firms in the Hong Kong/Pearl River Delta (HK/PRD) region. Structural equation modelling was employed to examine the relationships among TICs and various performance indicators: sales performance, innovation performance, product performance, and sales growth. The results revealed that different TICs have different impacts on different performance measures. Organization capability was found to have the most influential impact. Hong Kong manufacturers are now facing the challenge of high-mix-low-volume customer orders. In order to cope with this change, good capability in organizing different activities among various departments is critical to the success of a company.

Keywords: Hong Kong/Pearl River Delta, Innovationaudit, Manufacturing, Technological innovation capability

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272 The Effect of Board Composition and Ownership Concentration on Earnings Management: Evidence from IRAN

Authors: F. Rahnamay Roodposhti, S. A. Nabavi Chashmi

Abstract:

The role of corporate governance is to reduce the divergence of interests between shareholders and managers. The role of corporate governance is more useful when managers have an incentive to deviate from shareholders- interests. One example of management-s deviation from shareholders- interests is the management of earnings through the use of accounting accruals. This paper examines the association between corporate governance internal mechanisms ownership concentration, board independence, the existence of CEO-Chairman duality and earnings management. Firm size and leverage are control variables. The population used in this study comprises firms listed on the Tehran Stock Exchange (TSE) between 2004 and 2008, the sample comprises 196 firms. Panel Data method is employed as technique to estimate the model. We find that there is negative significant association between ownership concentration and board independence manage earnings with earnings management, there is negative significant association between the existence of CEO-Chairman duality and earnings management. This study also found a positive significant association between control variable (firm size and leverage) and earnings management.

Keywords: Earnings management, board independence, ownership concentration, corporate governance.

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271 Knowledge Flows and Innovative Performances of NTBFs in Gauteng, South Africa: An Attempt to Explain Mixed Findings in Science Park Research

Authors: Kai-Ying A. Chan, Leon A.G. Oerlemans, Marthinus W. Pretorius

Abstract:

Science parks are often established to drive regional economic growth, especially in countries with emerging economies. However, mixed findings regarding the performances of science park firms are found in the literature. This study tries to explain these mixed findings by taking a relational approach and exploring (un)intended knowledge transfers between new technology-based firms (NTBFs) in the emerging South African economy. Moreover, the innovation outcomes of these NTBFs are examined by using a multi-dimensional construct. Results show that science park location plays a significant role in explaining innovative sales, but is insignificant when a different indicator of innovation outcomes is used. Furthermore, only for innovations that are new to the firms, both science park location and intended knowledge transfer via informal business relationships have a positive impact; whereas social relationships have a negative impact.

Keywords: knowledge flows, innovative performances, science parks, new technology-based firms

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270 Effects of the Stock Market Dynamic Linkages on the Central and Eastern European Capital Markets

Authors: Ioan Popa, Cristiana Tudor, Radu Lupu

Abstract:

The interdependences among stock market indices were studied for a long while by academics in the entire world. The current financial crisis opened the door to a wide range of opinions concerning the understanding and measurement of the connections considered to provide the controversial phenomenon of market integration. Using data on the log-returns of 17 stock market indices that include most of the CEE markets, from 2005 until 2009, our paper studies the problem of these dependences using a new methodological tool that takes into account both the volatility clustering effect and the stochastic properties of these linkages through a Dynamic Conditional System of Simultaneous Equations. We find that the crisis is well captured by our model as it provides evidence for the high volatility – high dependence effect.

Keywords: Stock market interdependences, Dynamic System ofSimultaneous Equations, financial crisis

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269 Toward Full Public E-Service Environment in Developing Countries

Authors: H. S. Hassan, E. Shehab, J. Peppard

Abstract:

Changing technology and increased constituent demand for government services derive the need for governmental responsiveness. The government organisations in the developing countries will be under increased pressure to change their bureaucratic systems to be able to respond rapidly to changing and increasing requirements and rapid technology advancements. This paper aims to present a conceptual framework for explaining the main barriers and drivers of public e-service development. Therefore, the framework provides a basic context within which the process and practice of E-Service can be implemented successfully in the public sector organisations. The framework is flexible enough to be adopted by governments at different levels; national or local by developing countries around the world.

Keywords: Developing countries, E-service, Governmentservices, Public administration.

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268 Choice of Exchange Rate Regimes: Case of Ex-Yugoslavia Countries

Authors: Ivan Lovrinović, Gordana Kordić, Martina Nakić

Abstract:

There are little subjects in macroeconomics that are so widely discussed, but at the same time controversial and without a clear solution such as the choice of exchange rate regime. National authorities need to take into consideration numerous fundamentals, trying to fulfil goals of economic growth, low and stable inflation and international stability. This paper focuses on the countries of ex- Yugoslavia and their exchange rate history as independent states. We follow the development of the regimes in 6 countries during the transition through the financial crisis of the second part of the 2000s to the prospects of their final goal: full membership in the European Union. Main question is to what extent has the exchange regime contributed to their economic success, considering other objective factors.

Keywords: European Union, exchange rate regime, ex- Yugoslavia countries

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267 Duration Analysis of New Firms in the Banking Industry

Authors: Jesus Orbe, Vicente Nunez-Anton

Abstract:

This paper studies the duration or survival time of commercial banks active in the Moscovian three month Rouble deposits market, during the 1994-1997 period. The privatization process of the Russian commercial banking industry, after the 1988 banking reform, caused a massive entry of new banks followed by a period of high rates of exit. As a consequence, many firms went bankrupt without refunding their deposits. Therefore, both for the banks and for the banks- depositors, it is of interest to analyze which are the significant characteristics that motivate the exit or the closing of the bank. We propose a different methodology based on penalized weighted least squares which represents a very general, flexible and innovative approach for this type of analysis. The more relevant results are that smaller banks exit sooner, banks that enter the market in the last part of the study have shorter durations. As expected, the more experienced banks have a longer duration in the market. In addition, the mean survival time is lower for banks which offer extreme interest rates.

Keywords: Banking, censored, duration, Kaplan-Meier.

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266 The Weight of Corporate Social Responsibility Indicators in Measurement Procedure

Authors: Grigoris Giannarakis, Despina Galani, Charitoudi Georgia, Nikolaos Litinas

Abstract:

The Corporate Social Responsibility (CSR) performance has garnered significant interest during the last two decades as numerous methodologies are proposed by Social Responsible Investment (SRI) indexes. The weight of each indicator is a crucial component of the CSR measurement procedures. Based on a previous study, the appropriate weight of each proposed indicator for the Greek telecommunication sector is specified using the rank reciprocal weighting. The Kendall-s Coefficient of Concordance and Spearman Correlation Coefficient non-parametric tests are adopted to determine the level of consensus among the experts concerning the importance rank of indicators. The results show that there is no consensus regarding the rank of indicators in most of stakeholders- domains. The equal weight for all indicators could be proposed as a solution for the lack of consensus among the experts. The study recommends three different equations concerning the adopted weight approach.

Keywords: Corporate Social Responsibility, Indicator, Weight.

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265 Enhancing Customer Loyalty towards Corporate Social Responsibility of Thai Mobile Service Providers

Authors: Wichai Onlaor, Siriluck Rotchanakitumnuai

Abstract:

The aim of this research is to develop the understanding of corporate social responsibility (CSR) from consumers- perspective toward Thai mobile service providers. Based on the survey from 400 mobile customers, the result shows that four dimensions of CSR of Thai mobile service providers consist of economic, legal, ethical and philanthropic responsibility. These four CSR factors have positive impacts on enhancing customer satisfaction except one item of economic responsibility - profitability to shareholders. Ethical dimension has the strongest impact on customer satisfaction. Economic, legal, ethical, philanthropic responsibility and customer satisfaction have major impact on loyalty, whilst philanthropic component mostly affects loyalty.

Keywords: Corporate Social Responsibility, PriceFairness, Service Quality, Privacy Concern, CustomerSatisfaction, Customer Loyalty

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264 The Service Failure and Recovery in the Information Technology Services

Authors: Jun Luo, Weiguo Zhang., Dabin Qin

Abstract:

It is important to retain customer satisfaction in information technology services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Although companies cannot avoid all problems and complaints, they should try to make up. Therefore, service failure and service recovery have become an important and challenging issue for companies. In this paper, the literature and the problems in the information technology services were reviewed. An integrated model of profit driven for the service failure and service recovery was established in view of the benefit of customer and enterprise. Moreover, the interaction between service failure and service recovery strategy was studied, the result of which verified the matching principles of the service recovery strategy and the type of service failure. In addition, the relationship between the cost of service recovery and customer-s cumulative value of service after recovery was analyzed with the model. The result attributes to managers in deciding on appropriate resource allocations for recovery strategies.

Keywords: service failure, service recovery, informationtechnology services

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263 Operational Risk – Scenario Analysis

Authors: Milan Rippel, Petr Teply

Abstract:

This paper focuses on operational risk measurement techniques and on economic capital estimation methods. A data sample of operational losses provided by an anonymous Central European bank is analyzed using several approaches. Loss Distribution Approach and scenario analysis method are considered. Custom plausible loss events defined in a particular scenario are merged with the original data sample and their impact on capital estimates and on the financial institution is evaluated. Two main questions are assessed – What is the most appropriate statistical method to measure and model operational loss data distribution? and What is the impact of hypothetical plausible events on the financial institution? The g&h distribution was evaluated to be the most suitable one for operational risk modeling. The method based on the combination of historical loss events modeling and scenario analysis provides reasonable capital estimates and allows for the measurement of the impact of extreme events on banking operations.

Keywords: operational risk, scenario analysis, economic capital, loss distribution approach, extreme value theory, stress testing

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262 Development of a Robust Supply Chain for Dynamic Operating Environment

Authors: Shilan Li, Ivan Arokiam, Peter Jarvis, Wendy Garner, Gazelleh Moradi, Stuart Wakefield

Abstract:

Development of a Robust Supply Chain for Dynamic Operating Environment as we move further into the twenty first century, organisations are under increasing pressure to deliver a high product variation at a reasonable cost without compromise in quality. In a number of cases this will take the form of a customised or high variety low volume manufacturing system that requires prudent management of resources, among a number of functions, to achieve competitive advantage. Purchasing and Supply Chain management is one of such function and due to the substantial interaction with external elements needs to be strategically managed. This requires a number of primary and supporting tools that will enable the appropriate decisions to be made rapidly. This capability is especially vital in a dynamic environment as it provides a pivotal role in increasing the profit margin of the product. The management of this function can be challenging by itself and even more for Small and Medium Enterprises (SMEs) due to the limited resources and expertise available at their disposal. This paper discusses the development of tools and concepts towards effectively managing the purchasing and supply chain function. The developed tools and concepts will provide a cost effective way of managing this function within SMEs. The paper further shows the use of these tools within Contechs, a manufacturer of luxury boat interiors, and the associated benefits achieved as a result of this implementation. Finally a generic framework towards use in such environments is presented.

Keywords: Lean, Supply Chain, High variety Low volume, Small and Medium Enterprises.

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261 Exploring the Customer Experiences in Bosphorus Zoo

Authors: Taşkın Dirsehan

Abstract:

The main purpose of this study is to explore current and possible customer experiences in Bosphorus Zoo. Since there is no previous research conducted on Turkish zoos- customer experiences, we conduct an exploratory research taking the form of depth interviews. Then, we group the experiences according to strategic experiential modules (sense, feel, think, act and relate).

Keywords: Customer Experience, Experiential Marketing, Services Marketing

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260 The Application of Real Options to Capital Budgeting

Authors: George Yungchih Wang

Abstract:

Real options theory suggests that managerial flexibility embedded within irreversible investments can account for a significant value in project valuation. Although the argument has become the dominant focus of capital investment theory over decades, yet recent survey literature in capital budgeting indicates that corporate practitioners still do not explicitly apply real options in investment decisions. In this paper, we explore how real options decision criteria can be transformed into equivalent capital budgeting criteria under the consideration of uncertainty, assuming that underlying stochastic process follows a geometric Brownian motion (GBM), a mixed diffusion-jump (MX), or a mean-reverting process (MR). These equivalent valuation techniques can be readily decomposed into conventional investment rules and “option impacts", the latter of which describe the impacts on optimal investment rules with the option value considered. Based on numerical analysis and Monte Carlo simulation, three major findings are derived. First, it is shown that real options could be successfully integrated into the mindset of conventional capital budgeting. Second, the inclusion of option impacts tends to delay investment. It is indicated that the delay effect is the most significant under a GBM process and the least significant under a MR process. Third, it is optimal to adopt the new capital budgeting criteria in investment decision-making and adopting a suboptimal investment rule without considering real options could lead to a substantial loss in value.

Keywords: real options, capital budgeting, geometric Brownianmotion, mixed diffusion-jump, mean-reverting process

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259 Role of Investment in the Course of Economic Growth in Pakistan

Authors: Maqbool Hussain Sial, Maaida Hussain Hashmi, Sofia Anwar

Abstract:

The present research was focused to investigate the role of investment in the course of economic growth with reference to Pakistan. The study analyzed the role of the public and private investment and impact of the political and macroeconomic uncertainty on economic growth of Pakistan by using the vector autoregressive approach (VAR). In long-run both public and private investment showed a positive impact on economic growth but the growth was largely driven by private investment as compared to public investment. Government consumption expenditure, economic uncertainty and political instability hampered the economic growth of Pakistan. In short-run the private investment positively influences the growth but there was negative and insignificant effect of the public investment and government consumption expenditure on the growth. There was a positive relationship found between economic uncertainty (proxy for inflation) and GDP in short run.

Keywords: Investment, Government Consumption, Growth, Co-integration, Pakistan.

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