Search results for: customer relationship

Authors: Mehdi Shami Zanjani, Roshanak Rouzbehani, Hosein Dabbagh

Abstract:

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

Abstract:

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: Aurora Garrido-Moreno, Antonio Padilla-Meléndez, Ana Rosa Del Águila-Obra

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After reporting a literature review on Customer Relationship Management (CRM) and knowledge management, some important issued arise, in particular related to the lack of success of CRM strategies implementation. The paper contributes to this proposing an integrated model of CRM success taking into account complementary factors such as organizational factors, technology, knowledge management and customer orientation.

Keywords: knowledge management, CRM, CRM success, organizational factors.

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Authors: Chien-Hua Wang, Meng-Ying Chou, Chin-Tzong Pang

Abstract:

In the era of great competition, understanding and satisfying customers- requirements are the critical tasks for a company to make a profits. Customer relationship management (CRM) thus becomes an important business issue at present. With the help of the data mining techniques, the manager can explore and analyze from a large quantity of data to discover meaningful patterns and rules. Among all methods, well-known association rule is most commonly seen. This paper is based on Apriori algorithm and uses genetic algorithms combining a data mining method to discover fuzzy classification rules. The mined results can be applied in CRM to help decision marker make correct business decisions for marketing strategies.

Keywords: Customer relationship management (CRM), Data mining, Apriori algorithm, Genetic algorithm, Fuzzy classification rules.

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Authors: Vichada Chokesikarin

Abstract:

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: Lara F. Horani, Shurong Tong

Abstract:

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: T. Saarelainen, O. Piha, P. Makkonen, J. Orkas

Abstract:

Global competition is tightening and companies have to think how to remain competitive. The main aim of this paper is to discuss how Finnish foundries will remain competitive. To fulfil the aim, we conducted interviews in nine companies using castings and analysed buyer–supplier relationships, current competitive advantages of Finnish foundries and customer perspectives on how Finnish foundries remain competitive. We found that the customerfoundry relationship is still closer to traditional subcontracting than partnering and general image of foundries is negative. Current competitive advantages of Finnish foundries include designing cooperation, proximity and flexibility. Casting users state that Finnish foundries should sell their know-how and services instead of their capacity, concentrate on prototype, single and short series castings and supply ready-to-install cast components directly to customers- assembly lines.

Keywords: Buyer-supplier relationship, casting, competitiveadvantage, customer prespective.

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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

Abstract:

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: Abbas Al-Refaie

Abstract:

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: L. Tirabeni, K. E. Soderquist, P. Pisano

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Our purpose is to investigate how the relationship between employees and innovation management processes can drive organizations to successful innovations. This research is deeply related to a new way of thinking about human resources management practices. It’s not simply about improving the employees’ engagement, but rather about a different and more radical commitment: the employee can take on the role traditionally played by the customer, namely to become the first tester of an innovative product or service, the first user/customer and eventually the first investor in the innovation. This new perception of employees could create the basis of a novelty in the innovation process where innovation is taken to a next level when the problems with customer driven innovation on the one hand, and employees driven innovation on the other can be balanced. This research identifies an effective approach to innovation where the employees will participate throughout the whole innovation process, not only in the idea creation but also in the idea definition and development by giving feedback in parallel to that provided by customers and lead-users.

Keywords: Employee-Driven Innovation, engagement, human resource management, innovative companies.

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Authors: Damith Senanayake, Lakmal Muthugama, Laksheen Mendis, Tiroshan Madushanka

Abstract:

Customer churn prediction is one of the most useful areas of study in customer analytics. Due to the enormous amount of data available for such predictions, machine learning and data mining have been heavily used in this domain. There exist many machine learning algorithms directly applicable for the problem of customer churn prediction, and here, we attempt to experiment on a novel approach by using a cognitive learning based technique in an attempt to improve the results obtained by using a combination of supervised learning methods, with cognitive unsupervised learning methods.

Keywords: Growing Self Organizing Maps, Kernel Methods, Churn Prediction.

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Authors: Mark Schudeleit, Christian Sieg, Ferit Küçükay

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This paper describes how to dimension the electric components of a 48V hybrid system considering real customer use. Furthermore, it provides information about savings in energy and CO2 emissions by a customer-tailored 48V hybrid. Based on measured customer profiles, the electric units such as the electric motor and the energy storage are dimensioned. Furthermore, the CO2 reduction potential in real customer use is determined compared to conventional vehicles. Finally, investigations are carried out to specify the topology design and preliminary considerations in order to hybridize a conventional vehicle with a 48V hybrid system. The emission model results from an empiric approach also taking into account the effects of engine dynamics on emissions. We analyzed transient engine emissions during representative customer driving profiles and created emission meta models. The investigation showed a significant difference in emissions when simulating realistic customer driving profiles using the created verified meta models compared to static approaches which are commonly used for vehicle simulation.

Keywords: Customer use, dimensioning, hybrid electric vehicles, vehicle simulation, 48V hybrid system.

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Authors: Marios N. Moschakis

Abstract:

This paper deals with the assessment of faulted area around an industrial customer connected to a particular electric grid that will cause a certain sag magnitude on this customer. The faulted (critical or exposed) area’s length is calculated by adding all line lengths in the neighborhood of the critical node (customer). The applied method is the so-called Method of Critical Distances. By using advanced short-circuit analysis, the Critical Area can be accurately calculated for radial and meshed power networks due to all symmetrical and asymmetrical faults. For the demonstration of the effectiveness of the proposed methodology, a study case is used.

Keywords: Critical area, fault-induced voltage sags, industrial customers, power quality.

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Authors: Harpreet Singh

Abstract:

Finding relevant information on the World Wide Web is becoming highly challenging day by day. Web usage mining is used for the extraction of relevant and useful knowledge, such as user behaviour patterns, from web access log records. Web access log records all the requests for individual files that the users have requested from the website. Web usage mining is important for Customer Relationship Management (CRM), as it can ensure customer satisfaction as far as the interaction between the customer and the organization is concerned. Web usage mining is helpful in improving website structure or design as per the user’s requirement by analyzing the access log file of a website through a log analyzer tool. The focus of this paper is to enhance the accessibility and usability of a guitar selling web site by analyzing their access log through Deep Log Analyzer tool. The results show that the maximum number of users is from the United States and that they use Opera 9.8 web browser and the Windows XP operating system.

Keywords: Web usage mining, log file, web mining, data mining, deep log analyser.

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Authors: Nishiyama Toshiaki, Tadayuki Kyountani, Nguyen Huu Phuc, Shigeyuki Haruyama, Oke Oktavianty

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It is important to clarify the company’s core technology in product development process to strengthen their power in providing technology that meets the customer requirement. QFD method is adopted to clarify the core technology through identifying the high element technologies that are related to the voice of customer, and offer the most delightful features for customer. AHP is used to determine the importance of evaluating factors. A case study was conducted by using this approach in Japan’s Monozukuri Company (so called manufacturing company) to clarify their core technology based on customer requirements.

Keywords: QFD, product development process, core technology, AHP.

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Authors: Al-Rousan, M. Ramzi, Badaruddin Mohamed

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In the present Jordan hotels scenario, service quality is a vital competitive policy to keep customer support and build great base. Hotels are trying to win customer loyalty by providing enhanced quality services. This paper attempts to examine the impact of tourism service quality dimension in the Jordanian five star hotels. A total of 322 surveys were administrated to tourists who were staying at three branches Marriott hotel in Jordan. The results show that dimensions of service quality such as empathy, reliability, responsiveness and tangibility significantly predict customer loyalty. Specifically, among the dimension of tourism service quality, the most significant predictor of customer loyalty is tangibility. This paper implies that five star hotels in Jordan should also come forward and try their best to present better tourism service quality to win back their customers- loyalty.

Keywords: Tourism, Service Quality, Loyalty, Five Star hotels, Jordan.

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Authors: M. Holle, M. Roth, M. R. Gürtler, U. Lindemann

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This paper gives insights into the research project “InnoCyFer” (in the form of an outlook) which is funded by the German Federal Ministry of Economics and Technology. Enabling the integrated customer individual product design as well as flexible manufacturing of these products are the main objectives of the project. To achieve this, a web-based Open Innovation-Platform containing an integrated Toolkit will be developed. This toolkit enables the active integration of the customer’s creativity and potentials of innovation in the product development process. Furthermore, the project will show the chances and possibilities of customer individualized products by building and examining the continuous process from innovation through the customers to the flexible manufacturing of individual products.

Keywords: Customer Individual Product Design, Innovation Networks, Open Innovation, Open Innovation Platform and Toolkit.

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Authors: Wichai Onlaor, Siriluck Rotchanakitumnuai

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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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Authors: Norazah Mohd Suki, Norbayah Mohd Suki

Abstract:

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: In-Chul Jung, Young S. Kwon

Abstract:

Knowing about the customer behavior in a grocery has been a long-standing issue in the retailing industry. The advent of RFID has made it easier to collect moving data for an individual shopper's behavior. Most of the previous studies used the traditional statistical clustering technique to find the major characteristics of customer behavior, especially shopping path. However, in using the clustering technique, due to various spatial constraints in the store, standard clustering methods are not feasible because moving data such as the shopping path should be adjusted in advance of the analysis, which is time-consuming and causes data distortion. To alleviate this problem, we propose a new approach to spatial pattern clustering based on the longest common subsequence. Experimental results using real data obtained from a grocery confirm the good performance of the proposed method in finding the hot spot, dead spot and major path patterns of customer movements.

Keywords: customer path, shopping behavior, exploratoryanalysis, LCS, RFID

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Authors: Quanru Pan

Abstract:

How to maintain the service speeds for the business to make the biggest profit is a problem worthy of study, which is discussed in this paper with the use of queuing theory. An M/M/1/N queuing model with variable input rates, variable service rates and impatient customers is established, and the following conclusions are drawn: the stationary distribution of the model, the relationship between the stationary distribution and the probability that there are n customers left in the system when a customer leaves (not including the customer who leaves himself), the busy period of the system, the average operating cycle, the loss probability for the customers not entering the system while they arriving at the system, the mean of the customers who leaves the system being for impatient, the loss probability for the customers not joining the queue due to the limited capacity of the system and many other indicators. This paper also indicates that the following conclusion is not correct: the more customers the business serve, the more profit they will get. At last, this paper points out the appropriate service speeds the business should keep to make the biggest profit.

Keywords: variable input rates, impatient customer, variable servicerates, profit maximization.

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Authors: F. Amin, S. Feizi

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Big data has the potential to improve the quality of services; enable infrastructure that businesses depend on to adapt continually and efficiently; improve the performance of employees; help organizations better understand customers; and reduce liability risks. Analytics and marketing models of fixed and mobile operators are falling short in combating churn and declining revenue per user. Big Data presents new method to reverse the way and improve profitability. The benefits of Big Data and next-generation network, however, are more exorbitant than improved customer relationship management. Next generation of networks are in a prime position to monetize rich supplies of customer information—while being mindful of legal and privacy issues. As data assets are transformed into new revenue streams will become integral to high performance.

Keywords: Big Data, Next Generation Networks, Network Transformation.

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Authors: Mohammed T. Simsim

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This paper discusses telecominication market developments in Saudi Arabia. Empirical research was carried in the holy city of Makkah to study the customer's preference for mobile cellular service and  
the factor influencing their subscription of the mobile 
phone service. Results indicate that the financial factor sicnificantly influence the customer's selection of the service provider.  


   

  
  



 


  


  




 
 
  



 
 


  
 


 
   

Keywords: Customer, Makkah, Mobile phone, Operator, Saudi Arabia

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Authors: Ming-Hsiung Wu, Yu-Hsi Yuan

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The aim of the research is to understand whether the accuracy of customer detection of employee emotional labor strategy would influence the overall service satisfaction. From path analysis, it was found that employee-s positive emotions positively influenced service quality. Service quality in turn influenced Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy. Lastly, Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy positively influenced service satisfaction. Based on the analysis results, suggestions are proposed to provide reference for human resource management and use in relative fields.

Keywords: Emotional labor, Emotional deep action strategy, Emotional surface action strategy, Service satisfaction

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Authors: Abdel-Aziz M. Mohamed, Nermeen Coutry

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Lead time is a critical measure of a supply chain's performance. It impacts both the customer satisfactions as well as the total cost of inventory. This paper presents the result of a study on the analysis of the customer order lead-time for a multinational company. In the study, the lead time was divided into three stages respectively: order entry, order fulfillment, and order delivery. A sample of size 2,425 order lines was extracted from the company's records to use for this study. The sample data entails information regarding customer orders from the time of order entry until order delivery. Data regarding the lead time of each stage for different orders were also provided. Summary statistics on lead time data reveals that about 30% of the orders were delivered later than the scheduled due date. The result of the multiple linear regression analysis technique revealed that component type, logistics parameter, order size and the customer type have significant impacts on lead time. Data analysis on the stages of lead time indicates that stage 2 consumed over 50% of the lead time. Pareto analysis was made to study the reasons for the customer order delay in each stage. Recommendation was given to resolve the problem.

Keywords: Lead time reduction, customer satisfaction, service quality, statistical analysis.

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Authors: Khairullah Khan, Baharum B. Baharudin, Aurangzeb Khan, Fazal_e_Malik

Abstract:

Opinion extraction about products from customer reviews is becoming an interesting area of research. Customer reviews about products are nowadays available from blogs and review sites. Also tools are being developed for extraction of opinion from these reviews to help the user as well merchants to track the most suitable choice of product. Therefore efficient method and techniques are needed to extract opinions from review and blogs. As reviews of products mostly contains discussion about the features, functions and services, therefore, efficient techniques are required to extract user comments about the desired features, functions and services. In this paper we have proposed a novel idea to find features of product from user review in an efficient way. Our focus in this paper is to get the features and opinion-oriented words about products from text through auxiliary verbs (AV) {is, was, are, were, has, have, had}. From the results of our experiments we found that 82% of features and 85% of opinion-oriented sentences include AVs. Thus these AVs are good indicators of features and opinion orientation in customer reviews.

Keywords: Classification, Customer Reviews, Helping Verbs, Opinion Mining.

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Authors: Ahmed Shuhaiber, Hans Lehmann

Abstract:

Mobile payments have been deployed by businesses for more than a decade. Customers use mobile payments if they trust in this relatively new payment method, have a belief and confidence in, as well as reliance on its services and applications. Despite its potential, the current literature shows that there is lack of customer trust in B2C mobile payments, and a lack of studies that determine the factors that influence their trust in these payments; which make these factors yet to be understood, especially in the Middle East region. Thus, this study aims to explore the factors that influence customer trust in mobile payments. The empirical data for this explorative study was collected by establishing four focus group sessions in the UAE. The results indicate that the explored significant factors can be classified into five main groups: customer characteristics, environmental (social and cultural) influences, provider characteristics, mobile-device characteristics, and perceived risks.

Keywords: B2C mobile payments, Mobile commerce, Mobile payment services and application, Trust in mobile payments.

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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: Š. Čemerková, M. Wilczková

Abstract:

The paper deals with the importance of information flow for providing of defined level of customer service in the firms. Setting of the criteria for the selection and implementation of logistics information system is a prerequisite for ensuring of the flow of information in firms. The decision on the selection and implementation of logistics information system is linked to the investment costs and operating costs, which are included in the total logistics costs. The article also deals with the conclusions of the research focused on the logistics information system selection in companies in the Czech Republic.

Keywords: Customer service, information system, logistics, research.

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