Search results for: Customer Relationships

Authors: R. Öztürk

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Experiential marketing is one of the marketing approaches that offer an exceptional framework to integrate elements of experience and entertainment in a product or service. Experiential marketing is defined as a memorable experience that goes deeply into the customer’s mind. Besides that, customer satisfaction is defined as an emotional response to the experiences provided by and associated with particular products or services purchased. Thus, experiential marketing activities can affect the level of customer satisfaction and loyalty. In this context, the research aims to explore the relationship among experiential marketing, customer satisfaction and customer loyalty among the cosmetic products customers in Konya. The partial least squares (PLS) method is used to analyze the survey data. Findings of the present study revealed that experiential marketing has been a significant predictor of customer satisfaction and customer loyalty, and also experiential marketing has a significantly positive effect on customer satisfaction and customer loyalty.

Keywords: Customer satisfaction, customer loyalty, experiential marketing.

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Authors: M. Dachyar, Fatkhurrohman

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Innovation is being view from four areas of innovation, product, service, technology, and marketing. Whereas customer loyalty is composed of customer expectation, perceived quality, perceived value, corporate image, customer satisfaction, customer trust/confidence, customer commitment, customer complaint, and customer loyalty. This study aimed to investigate the influence of innovation factors to customer loyalty to GSM in the telecom companies where use of products and services. Structural Equation Modeling (SEM) using to analyze innovation factors. It was found the factor of innovation have significant influence on customer loyalty.

Keywords: Innovation, telecommunication, customer loyalty, SEM

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Authors: Fauziah Sh. Ahmad, Rosmini Omar, Siti Zaleha Abdul Rasid, Muslim Amin

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The purpose of this paper is to examine the inter relationships among various leadership branding constructs of entrepreneurs in small and medium sized enterprises (SMEs). We employ a quantitative structural equation modeling through a new leadership branding engagement model comprises constructs of leader-s or entrepreneur-s personality, branding practice and customer engagement. The results confirm that there are significant relationships between the three constructs and the major fit indices indicate that the data fits the proposed model. The findings provide insights and fill in the literature gaps on statistically validated representation of leadership branding for SMEs across new economic regions of Malaysia that may implicate other economic zones with similar situations. This study extends the establishment of a leadership branding engagement model with a new mechanism of using leaders- personality as a predictor to branding practice and customer engagement performance.

Keywords: Leadership Branding, Malaysia Brands, Customer Engagement, SME Branding.

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Authors: Kiyoko Yoshimura, Yasunobu Kino

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Focusing on professional call centers where workers with expertise perform services, this study aims to clarify the relationships between emotional labor and job satisfaction and the effects of recognition of customer feedback. Since the professional call center operators consist of professional license holders (qualification holders) and those who do not (non-holders), the following three points are analyzed in the two groups by using covariance structure analysis and simultaneous multi-population analysis: 1) The relationship between emotional labor and job satisfaction, 2) customer feedback and job satisfaction, and 3) the intermediation effect between the emotional labor of customer feedback and job satisfaction. The following results are obtained: i) No direct effect is found between job satisfaction and emotional labor for qualification holders and non-holders, ii) for qualification holders and non-holders, recognition of positive feedback and recognition of negative feedback had positive and negative effects on job satisfaction, respectively, iii) for qualification and non-holders, “consideration for colleagues” influences job satisfaction by recognizing positive feedback, and iv) only for qualification holders, the factors “customer-oriented emotional expression” and “emotional disharmony” have a positive and negative effect on job satisfaction, respectively, through recognition of positive feedback and recognition of negative feedback.

Keywords: Call center, emotional labor, professional service, job satisfaction, customer feedback.

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Authors: Yongsheng Guo, Mengyu Lu

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This study investigates how Chinese Small and Medium-sized Enterprises (SMEs) manage financial risks in financing from customers from the perspectives of ethics and national culture. A grounded theory approach is adopted to identify the causal conditions, actions/interactions, and consequences. 32 interviews were conducted, and systematic coding methods were used to identify themes and categories. This study found that Chinese ethical principles, including integrity, friendship, and reciprocity, and cultural traits, including collectivism, acquaintance society, and long-term orientation, provide conditions for financing from customers. The SMEs establish trust-based relationships with customers through personal communications and social networks and reduce financial risk through diversification, frequent operations, and enterprise reputations. Both customers and SMEs can get benefits like financial resources and customer experiences. This study creates a theoretical framework that connects the causal conditions, processes, and outcomes, providing a deeper understanding of financing from customers. A resource and process capability theory of SMEs and a customer capital and customer value model are proposed to connect accounting and finance concepts. Suggestions are proposed for the authorities as more guidance and regulations are needed for this informal finance.

Keywords: Culture, Customer Relationships, Small and Medium-sized Enterprises, SME, Risk management.

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Authors: Dayang Nailul Munna Abang Abdullah, Francine Rozario

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The main objectives of this study were to identify attributes that influence customer satisfaction and determine their relationships with customer satisfaction. The variables included in this research are place/ambience, food quality and service quality as independent variables and customer satisfaction as the dependent variable. A survey questionnaire which consisted of three parts to measure demographic factors, independent variables, and dependent variables was constructed based on items determined by past research. 149 respondents from one of the well known hotel in Kuala Lumpur, MALAYSIA were selected as a sample. Psychometric testing was conducted to determine the reliability and validity of the questionnaire. From the findings, there were positive significant relationship between place/ambience (r=0.563**, p=0.000) and service quality (r=0.544**, p=0.000) with customer satisfaction. However, although relationship between food quality and customer satisfaction was significant, it was in the negative direction (r=- 0.268**, p=0.001). New findings were discovered after conducting this research and previous research findings were strengthened by the results of this research. Future researchers could concentrate on determining attributes that influence customer satisfaction when cost/price is not a factor and reasons for place/ambience is currently becoming the leading factor in determining customer satisfaction.

Keywords: Ambience, Customer Satisfaction, Food Quality, Service Quality.

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Authors: Yuan-Jye Tseng, Ching-Yen Chen

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In the design cycle, a main design task is to determine the external shape of the product. The external shape of a product is one of the key factors that can affect the customers’ preferences linking to the motivation to buy the product, especially in the case of a consumer electronic product such as a mobile phone. The relationship between the external shape and the customer preferences needs to be studied to enhance the customer’s purchase desire and action. In this research, a design for customer preferences model is developed for investigating the relationships between the external shape and the customer preferences of a product. In the first stage, the names of the geometric features are collected and evaluated from the data of the specified internet web pages using the developed text miner. The key geometric features can be determined if the number of occurrence on the web pages is relatively high. For each key geometric feature, the numerical values are explored using the text miner to collect the internet data from the web pages. In the second stage, a cluster analysis model is developed to evaluate the numerical values of the key geometric features to divide the external shapes into several groups. Several design suggestion cases can be proposed, for example, large model, mid-size model, and mini model, for designing a mobile phone. A customer preference index is developed by evaluating the numerical data of each of the key geometric features of the design suggestion cases. The design suggestion case with the top ranking of the customer preference index can be selected as the final design of the product. In this paper, an example product of a notebook computer is illustrated. It shows that the external shape of a product can be used to drive customer preferences. The presented design for customer preferences model is useful for determining a suitable external shape of the product to increase customer preferences.

Keywords: Cluster analysis, customer preferences, design evaluation, design for customer preferences, product design.

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Authors: Denisa Ferenčíková, Petr Briš

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Customer audits are generally used to ensure customer that supplier is continuously able to meet his requirements while supplying him required products and services. However, customer audits can be considered as a very useful quality control tool for suppliers as well. In our paper, we analyzed the process of customer audits realized in Czech companies from both perspectives: a supplier´s viewpoint and customer´s viewpoint. At the end, we tried to emphasize some areas that should not be omitted during the audit process.

Keywords: Customer Audit, Quality Control, Quality Management, Product Quality, Service Quality, Process Quality.

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Authors: Alireza Faed, David Forbes

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Complaints today have the ability to retain customer loyalty using state of the art systems and strategies in customer relationship management to analyze and respond to a plethora of customer perception. The Majority of companies are not aware of the beneficiary utilization of customer complaints for the sake of quality improvements. Also, some companies have problems determining how resolution of complaints can be profitable. In this study, we will define the problems and ascertain the importance of customer management system on the companies. Furthermore, we will determine the impact of such a system on efficiency, confidence, profitability and customer complaints. Eventually, we will develop methods and address the issues. In this paper, we used an open-ended questionnaire and distributed that to 30 randomly chosen respondents which were the passengers in an airport. We also define three hypotheses for our study and we will validate each of them. Then using frequency, Chi- Square and quality control method we optimized the size of customers- negative feedback and improved the process of customer retention.

Keywords: Complaint, Complaint management system, Customer relationship management, Retention.

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Authors: Norazah Mohd Suki, Norbayah Mohd Suki

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This study proposes a conceptual model and empirically tests the relationships between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The SERVQUAL instrument was administered to 100 respondents which comprises of staff and students at a public higher learning institution in the Federal Territory of Labuan, Malaysia. They were public university library users. Results revealed that all service quality dimensions tested were significant and influenced customer satisfaction of visitors to a public university library. Assurance is the most important factor that influences customer satisfaction with the services rendered by the librarian. It is imperative for the library management to take note that the top five service attributes that gained greatest attention from library visitors- perspective includes employee willingness to help customers, availability of customer representatives online for response to queries, library staff actively and promptly provide services, signs in the building are clear and library staff are friendly and courteous. This study provides valuable results concerning the determinants of the service quality and customer satisfaction of public university library services from the users' perspective.

Keywords: Service Quality, Customer Satisfaction, SERVQUAL Model, Multiple Regression Analysis

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Authors: Taşkın Dirsehan

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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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Authors: Cheng Fang Hsu, Shinn-Jong Lin

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This paper aims at a new challenge of customer satisfaction on mobile customer relationship management. In this paper presents a conceptualization of mCRM on its unique characteristics of customer satisfaction. Also, this paper develops an empirical framework in conception of customer satisfaction in mCRM. A single-case study is applied as the methodology. In order to gain an overall view of the empirical case, this paper accesses to invisible and important information of company in this investigation. Interview is the key data source form the main informants of the company through which the issues are identified and the proposed framework is built. It supports the development of customer satisfaction in mCRM; links this theoretical framework into practice; and provides the direction for future research. Therefore, this paper is very useful for the industries as it helps them to understand how customer satisfaction changes the mCRM structure and increase the business competitive advantage. Finally, this paper provides a contribution in practice by linking a theoretical framework in conception of customer satisfaction in mCRM for companies to a practical real case.

Keywords: Customer Satisfaction; mCRM; MobileCommunication.

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Authors: Saeed Rahmani Bagha, Mohammad Mirzahosseinian, Sonatkhatoon Kashanimotlagh

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Nowadays, under developed countries for progress in science and technology and decreasing the technologic gap with developed countries, increasing the capacities and technology transfer from developed countries. To remain competitive, industry is continually searching for new methods to evolve their products. Business model is one of the latest buzzwords in the Internet and electronic business world. To be successful, organizations must look into the needs and wants of their customers. This research attempts to identify a specific feature of the company with a strong competitive advantage by analyzing the cause of Customer satisfaction. Due to the rapid development of knowledge and information technology, business environments have become much more complicated. Information technology can help a firm aiming to gain a competitive advantage. This study explores the role and effect of Information Communication Technology in Business Models and Customer satisfaction on firms and also relationships between ICTs and Outsourcing strategic.

Keywords: Information Communication Technology, Outsourcing, Customer Satisfaction, Business Plan

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Authors: Srisawas Siriporn, Rotchanakitumnuai Siriluck

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The study aims to develop a framework of social network management to enhance customer relationship. Social network management of this research is derived from social network site management, individual and organization social network usage motivation. The survey was conducted with organization employees who have used social network to interact with customers. The results reveal that content, link, privacy and security, page design and interactivity are the major issues of social network site management. Content, link, privacy and security, individual and organization motivation have major impacts on encouraging business knowledge sharing among employees. Moreover, Page design and interactivity, content, organization motivation and knowledge sharing can improve customer relationships.

Keywords: Social network management, social network site, motivation, knowledge sharing, customer relationship

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Authors: Babak Mohajeri, Sen Bao, Timo Nyberg

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Customer experience is increasingly the differentiator between successful companies and those who struggle. Currently, customer experiences become more dynamic; and they advance with each interaction between the company and a customer. Every customer conversation and any effort to evolve these conversations would be beneficial and should ultimately result in a positive customer experience. The aim of this paper is to analyze the evolving customer experience management landscape and the relevant challenges and opportunities. A case study on the “paper machine” companies is chosen. Hence, this paper analyzes the challenges and opportunities in customer experience management of paper machine companies for the case of “road to steel”. Road to steel shows the journey of steel from raw material to end product (i.e. paper machine in this paper). ALPHA (Steel company) and BETA (paper machine company), are chosen and their efforts to evolve the customer experiences are investigated. Semi-structured interviews are conducted with experts in those companies to identify the challenges and opportunities of the evolving customer experience management from their point of view. The findings of this paper contribute to the theory and business practices in the realm of the evolving customer experience management landscape.

Keywords: Customer experience management, paper machine risk analysis, value chain management.

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Authors: Vichada Chokesikarin

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The study aims to determine which factors account for customer satisfaction and to investigate the relationship between entrepreneurial orientation and business success, in particular, context of the information understanding of hostel business in Pranakorn district, Bangkok and the significant element of entrepreneurship in tourism industry. This study covers 352 hostels customers and 61 hostel owners/managers nearby Khao San road. Data collection methods were used by survey questionnaire and a series of hypotheses were developed from services marketing literature. The findings suggest the customer satisfaction most influenced by image, service quality, room quality and price accordingly. Furthermore the findings revealed that significant relationships exist between entrepreneurial orientation and business success; while competitive aggressiveness was found unrelated. The ECSI model’s generic measuring customer satisfaction was found partially mediate the business success. A reconsideration of other variables applicable should be supported with the model of hostel business. The study provides context and overall view of hostel business while discussing from the entrepreneurial orientation to customer satisfaction, thereby reducing decision risk on hostel investment.

Keywords: Customer satisfaction, ECSI Model, entrepreneurial orientation, small hotels, hostel, business performance.

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Authors: Olga V. Krivobokova

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A major goal of any enterprise is to create a ratings system of customer satisfaction, goods and services. It is obvious that the company cannot change what is not measured. In order to get a clearer picture of the preferences of the major consumer groups, this stage should be based on extensive research, including a variety of interviews and surveys. It is necessary to know the key benefits, which determine customer satisfaction in the market segment, of the properties of certain goods and services. It is important to estimate the terms of these preferences from the viewpoint of the client. This article discusses the importance of customer satisfaction, and ways of assessing it.

Keywords: Costs, customer, evaluation, organization, producer, quality management, satisfaction.

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Authors: Ikilem Gocek, Senem Kursun, Yesim Iridag Beceren

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The customer satisfaction for textile sector carries great importance like the customer satisfaction for other sectors carry. Especially, if it is considered that gaining new customers create four times more costs than protecting existing customers from leaving, it can be seen that the customer satisfaction plays a great role for the firms. In this study the affecting independent variables of customer satisfaction are chosen as brand image, perceived service quality and perceived product quality. By these independent variables, it is investigated that if any differences exist in perception of customer satisfaction according to the Turkish textile consumers in the view of gender. In data analysis of this research the SPSS program is used.

Keywords: Customer satisfaction, textile industry, brand image, service quality, product quality, gender.

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Authors: Mehdi Shami Zanjani, Roshanak Rouzbehani, Hosein Dabbagh

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Although current competitive challenges induced by today-s digital economy place their main emphasis on organizational knowledge, customer knowledge has been overlooked. On the other hand, the business community has finally begun to realize the important role customer knowledge can play in the organizational boundaries of the corporate arena. As a result, there is an emerging market for the tools and utilities whose objective is to provide the intelligence for knowledge sharing between the businesses and their customers. In this paper, we present a conceptual model of customer knowledge management by identifying and analyzing the existing tools in the market. The focus will be upon the emerging British dotcom industry whose customer based B2C behavior has been an influential part of the knowledge based intelligence tools in existence today.

Keywords: Customer knowledge, customer knowledge management, knowledge management, B2C E-commerce.

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Authors: Khaled N. El-Hashmi, Omar K.Gnieber

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The clinical laboratory has received considerable recognition globally due to the rapid development of advanced technology, economic demands and its role in a patient’s treatment cycle. Although various cross-domain experiments and practices with respect to clinical laboratory projects are ready for the full swing, the customer needs are still ambiguous and debatable. The purpose of this study is to apply Kano’s model and customer satisfaction matrix to categorize service quality attributes in order to see how well these attributes are able to satisfy customer needs. The result reveals that ten of the 26 service quality attributes have greater impacts on highly increasing customer’s satisfaction and should be taken in consideration firstly.

Keywords: Clinical laboratory, Customer satisfaction matrix, Kano’s Model, Quality Attributes, Voice of Customer.

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Authors: Nedra Bahri-Ammari

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Literature review revealed the importance of the adoption of marketing Relationship for loyalty and retaining profitable customer (Customer Relationship Management). LPQ satisfaction will reinforce the loyalty and customer brand attachment. Customer will communicate the operator to others. The focus of this study is to examine the relationship between the LPPQ and the WOM recommendations through: customer satisfaction, loyalty and attachment. The results show that LPQ affect positively the satisfaction, negatively the loyalty. LPQ has an indirectly effect on WOM recommendations but through the satisfaction and attachment. The mediating effect of satisfaction in the relationship between LPQ and Loyalty is rejected. This finding can be explained by the nature of mobile sector in Tunisia.

Keywords: Attachment, Loyalty program quality, satisfaction, WOM

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Authors: Ngoc Dang Khoa Nguyen, Imran Ali

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The cloud customer relationship management (CRM) has emerged as an innovative tool to augment the customer satisfaction and performance of banking systems. Cloud CRM allows to collect, analyze and utilize customer-associated information and update the systems, thereby offer superior customer service. Cloud technologies have invaluable potential to ensure innovative customer experiences, successful collaboration, enhanced speed to marketplace and IT effectiveness. As such, many leading banks have been attracted towards adoption of such innovative and customer-driver solutions to revolutionize their existing business models. Chief Information Officers (CIOs) are already implemented or in the process of implementation of cloud CRM. However, many organizations are still reluctant to take such initiative due to the lack of information on the factors influencing its implementation. This paper, therefore, aims to delve into the strategies, benefits and challenges intertwined in the implementation of cloud CRM in banking sector and provide reliable solutions.

Keywords: Banking sector, cloud computing, cloud CRM, strategy.

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Authors: Samin Jirehbandei, Alireza Nemaney Pour

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Bythe development of the Internet, e-commerce has got very popular between organizations. E-commerce means buying and selling products and services over the Internet. One of the challenging issues in e-commerce is how to attract the customers and how to satisfy them. Therefore, it is important to keep good relationship with the customers. This paper proposes a new model to increase the customer satisfaction by introducing live-operator. Live-operator is a system which is involved both with the customers and the organization.In this system the customers feelthatthey receive the service directly from the organization. This model decreases the response time and the customer loss. Moreover, it increases customer trust and the ability of organizations.

Keywords: Customer, Customer Satisfaction, e-Commerce, e-CRM, Live-Operator, Organization

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Authors: Lara F. Horani, Shurong Tong

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Identification of customer requirements and their preferences are the starting points in the process of product design. Most of design methodologies focus on traditional requirements. But in the previous decade, the green products and the environment requirements have increasingly attracted the attention with the constant increase in the level of consumer awareness towards environmental problems (such as green-house effect, global warming, pollution and energy crisis, and waste management). Determining the importance weights for the customer requirements is an essential and crucial process. This paper used the analytic hierarchy process (AHP) approach to evaluate and rate the customer requirements for green products. With respect to the ultimate goal of customer satisfaction, surveys are conducted using a five-point scale analysis. With the help of this scale, one can derive the weight vectors. This approach can improve the imprecise ranking of customer requirements inherited from studies based on the conventional AHP. Furthermore, the AHP with extent analysis is simple and easy to implement to prioritize customer requirements. The research is based on collected data through a questionnaire survey conducted over a sample of 160 people belonging to different age, marital status, education and income groups in order to identify the customer preferences for green product requirements.

Keywords: Analytic hierarchy process, green product, customer requirements for green design, importance weights for the customer requirements.

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Authors: Taghreed Abu-Salim

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This paper develops and investigates a framework for the assessment of customer involvement in the service design process of result oriented product-service systems in order to improve the service offering in a business-to-business (B2B) context. The framework comprises five main criteria and fifteen sub-criteria that contribute to customer involvement in a hierarchy using a maturity grid to highlight the strengths and weaknesses for each criterion. To develop the customer involvement framework, an extensive literature review related to service design, result oriented product-service system (PSS) and customer involvement in service design was carried out. Key factors that significantly influence customer involvement from industry and literature were identified to develop the framework. A major contribution of the developed framework includes a hierarchy of appropriate criteria for assessing customer involvement in the service design process within results oriented PSS; the definition of four maturity levels which are suitable to describe the whole spectrum of customer involvement in the service design process; and finally, The paper concludes by enabling service providers to: take proactive decisions; screen and evaluate new services; improve perceived service quality; and provide barriers against imitation.

Keywords: Customer involvement, maturity grid, new service development, result oriented product-service system, service design.

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Authors: Hazem J. Smadi

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Performance of a supply chain is directly related to a distribution network that entails the location of storing materials or products and how products are delivered to the end customer through different stages in the supply chain. This study analyses the current distribution network used for delivering gas cylinders to end customer in Jordan. Evaluation of current distribution has been conducted across customer service components. A modification on the current distribution network in terms of central warehousing in each city in the country improves the response time and customer experience. 

Keywords: Distribution network, gas cylinder, Jordan, supply chain.

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Authors: Yepeng Cheng, Yasuhiko Morimoto

Abstract:

Customer relationship analysis is vital for retail stores, especially for supermarkets. The point of sale (POS) systems make it possible to record the daily purchasing behaviors of customers as an identification point of sale (ID-POS) database, which can be used to analyze customer behaviors of a supermarket. The customer value is an indicator based on 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 customer value of customers of a supermarket. However, it is impossible to get detailed ID-POS databases of competitor supermarkets. This study firstly focused on the customer value and distance between a customer's home and supermarkets in a city, and then constructed the models based on logistic regression analysis to analyze correlations between distance and purchasing behaviors only from a POS database of a supermarket chain. During the modeling process, there are three primary problems existed, including the incomparable problem of customer values, the multicollinearity problem among customer value and distance data, and the number of valid partial regression coefficients. The improved customer value, Huff’s gravity model, and inverse attractiveness frequency are considered to solve these problems. This paper presents three types of models based on these three methods for loyal customer classification and competitors’ influence analysis. In numerical experiments, all types of models are useful for loyal customer classification. The type of model, including all three methods, is the most superior one for evaluating the influence of the other nearby supermarkets on customers' purchasing of a supermarket chain from the viewpoint of valid partial regression coefficients and accuracy.

Keywords: Customer value, Huff's Gravity Model, POS, retailer.

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Authors: Abbas Al-Refaie

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The research examines the factors that affect customer churn (CC) in the Jordanian telecom industry. A total of 700 surveys were distributed. Cluster analysis revealed three main clusters. Results showed that CC and customer satisfaction (CS) were the key determinants in forming the three clusters. In two clusters, the center values of CC were high, indicating that the customers were loyal and SC was expensive and time- and energy-consuming. Still, the mobile service provider (MSP) should enhance its communication (COM), and value added services (VASs), as well as customer complaint management systems (CCMS). Finally, for the third cluster the center of the CC indicates a poor level of loyalty, which facilitates customers churn to another MSP. The results of this study provide valuable feedback for MSP decision makers regarding approaches to improving their performance and reducing CC.

Keywords: Cluster analysis, telecom industry, switching cost, customer churn.

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Authors: Soheila Raeisi, Meng Lingjie

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The interaction of customers with businesses is a process that is critical to the running of those businesses. Different levels of customer engagement and service innovation exist when pursuing value co-creation endeavors. The important thing in this whole process is for business managers know the benefits that can be realized when these activities are pursued effectively. The purpose of this paper is to first identify the importance of value co-creation when pursued via customer engagement and service innovation. Secondly, it will also identify the conditions under which value co-destruction can occur on the same. The background of the topic will be reviewed followed by the literature review with a special focus on the definition of these terms and the research design to be used. The research found that it is beneficial to have a strong relationship between stakeholders and the business in order to have strong customer engagement and service innovation.

Keywords: Customer engagement, service innovation, value co-creation, value co-destruction.

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Authors: Dim En Nyaung, Thin Lai Lai Thein

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Due to the rapid increase of Internet, web opinion sources dynamically emerge which is useful for both potential customers and product manufacturers for prediction and decision purposes. These are the user generated contents written in natural languages and are unstructured-free-texts scheme. Therefore, opinion mining techniques become popular to automatically process customer reviews for extracting product features and user opinions expressed over them. Since customer reviews may contain both opinionated and factual sentences, a supervised machine learning technique applies for subjectivity classification to improve the mining performance. In this paper, we dedicate our work is the task of opinion summarization. Therefore, product feature and opinion extraction is critical to opinion summarization, because its effectiveness significantly affects the identification of semantic relationships. The polarity and numeric score of all the features are determined by Senti-WordNet Lexicon. The problem of opinion summarization refers how to relate the opinion words with respect to a certain feature. Probabilistic based model of supervised learning will improve the result that is more flexible and effective.

Keywords: Opinion Mining, Opinion Summarization, Sentiment Analysis, Text Mining.

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