Informacja

Drogi użytkowniku, aplikacja do prawidłowego działania wymaga obsługi JavaScript. Proszę włącz obsługę JavaScript w Twojej przeglądarce.

English (EN)·Polski (PL)·Yкраїнський (UK)
Przejdź do strony domowej biblioteki Centralna Biblioteka Wojskowa Link otwiera się w nowym oknie Logo biblioteki Prolib Integro - strona głównaCentralna Biblioteka Wojskowa

Wyszukujesz frazę "customer;" wg kryterium: Wszystkie pola

  Lista filtrów

Dostawca treści

Podbaza

Wyrównaj
Wyświetlanie 1-15 z 861
Tytuł:
What do German bank customers want? The importance of customer expectations and the failure of the integral customer advisory service
Autorzy:
Hastenteufel, Jessica
Kiszka, Sabrina
Powiązania:
https://bibliotekanauki.pl/articles/1201255.pdf
Data publikacji:
2020
Wydawca:
Akademia Górniczo-Hutnicza im. Stanisława Staszica w Krakowie. Wydawnictwo AGH
Tematy:
customer expectations
customer satisfaction
customer loyalty
integral customer
advisory service
Opis:
Banks and financial service providers are currently facing numerous challenges due to the ongoing cheap money policy of the European Central Bank, an increasingly regulated market environment and a rapidly progressive digitization. The ongoing decline in interest income and the stagnating of a banks commission income are currently leading to a reduction of a banks total income. In addition, there is digitization that brings numerous new competitors into the market and changes the core business models of banks. As a result, the general conditions in the financial sector change fundamentally and continue to do so in the near future. Moreover, the behaviour and expectations of bank customers have changed in a way that factors such as “convenience”, “flexibility” and “speed” have become increasingly important for them. For this reason, we will start with a theoretical overview of the status quo and the current challenges banks are facing and then present the results of our customer survey to highlight the current expectations of bank customers. Based on this, we formulate recommendations for banks on how to meet their customers’ expectations.
Źródło:
Managerial Economics; 2020, 21, 1; 7-47
1898-1143
Pojawia się w:
Managerial Economics
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Supporting the customer journey with digital instruments of marketing communications
Autorzy:
Ugolkov, Ievgenii
Karyy, Oleh
Powiązania:
https://bibliotekanauki.pl/articles/609794.pdf
Data publikacji:
2019
Wydawca:
Uniwersytet Marii Curie-Skłodowskiej. Wydawnictwo Uniwersytetu Marii Curie-Skłodowskiej
Tematy:
customer journey
customer experience
customer journey map
content
Opis:
This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perception. The customer experience is not limited to certain channels of interaction and is not one-time. Rather, it is the sum of the customer's feelings at every point of their interaction with the company that accumulates during the customer's journey. Managers must design and create a customer's travel map in order to direct their customers to a correct purchase decision, according to the company. The customer journey map includes elements such as staff, instruments and content, each of which influences the final customer experience and together create synergies that give the company the opportunity to maximise customer satisfaction and increase its income. Effective management of the customer’s journey map design must be supported by digital means, especially in marketing communication. The customer’s journey map should be tailored to the specific industry and this opens up the need for further research in this field.
This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perception. The customer experience is not limited to certain channels of interaction and is not one-time. Rather, it is the sum of the customer's feelings at every point of their interaction with the company that accumulates during the customer's journey. Managers must design and create a customer’s travel map in order to direct their customers to a correct purchase decision, according to the company. The customer journey map includes elements such as staff, instruments and content, each of which influences the final customer experience and together create synergies that give the company the opportunity to maximise customer satisfaction and increase its income. Effective management of the customer's journey map design must be supported by digital means, especially in marketing communication. The customer's journey map should be tailored to the specific industry and this opens up the need for further research in this field.
Źródło:
Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia; 2019, 53, 2
0459-9586
Pojawia się w:
Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Customer Experience in the Banking Services Market
Autorzy:
Butor-Keler, Agnieszka
Powiązania:
https://bibliotekanauki.pl/articles/1058078.pdf
Data publikacji:
2019
Wydawca:
Przedsiębiorstwo Wydawnictw Naukowych Darwin / Scientific Publishing House DARWIN
Tematy:
Customer experience
banking services market
customer
Opis:
Customer experience (CX) is extremely important for the banking sector. CX is the sum of all customer experiences, from entering the bank branch to contacting the helpline or online banking. It is how the consumer receives the banks and what emotions associated with contact with the bank have an impact on the overall satisfaction with using the bank's services. Customer satisfaction and the quality of services provided by banks is the basis for building competitive advantage by banks. The purpose of this review article is to present CX development and quality at banks. Tools such as NPS or Mystery Shopper will also be shown to help assess customer satisfaction in banks.
Źródło:
World Scientific News; 2019, 134, 2; 148-160
2392-2192
Pojawia się w:
World Scientific News
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Customer Orientation Management Concept As The Innovative Way For Ukrainian Enterprises
Autorzy:
Illiashenko, Sergii
Golysheva, Ievgeniia
Powiązania:
https://bibliotekanauki.pl/articles/476227.pdf
Data publikacji:
2016
Wydawca:
Wyższa Szkoła Ekonomiczno-Humanistyczna w Bielsku-Białej
Tematy:
customer
customer-oriented concept
product
transition model
customer-oriented company
Opis:
In the article the emergence of the customer-oriented business concept has been analyzed, also differences between a product-oriented enterprise and a customer-oriented company have been discussed. The advantages and disadvantages of the customer-oriented business have been defined. Problems of transition to the customer-oriented concept are grouped according to the following aspects: the state, economic players and an enterprise. As a result the model of the transition from a product-oriented enterprise to a customer-oriented enterprise is developed.
Źródło:
MIND Journal; 2016, 1; 1-15
2451-4454
Pojawia się w:
MIND Journal
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Brand as a customer value driver: relationships with customer engagement
Autorzy:
Maciejewski, Grzegorz
Krowicki, Piotr
Powiązania:
https://bibliotekanauki.pl/articles/11364467.pdf
Data publikacji:
2022-03-30
Wydawca:
Sieć Badawcza Łukasiewicz - Instytut Lotnictwa
Tematy:
brand equity
brand
customer perceived value
perceived value creation
customer engagement
Opis:
This article presents theoretical considerations regarding the concept of 'brand', identifying it as a value driver for customers and defining how important a brand is in the value creation process. Brand-related constructs (brand strength, brand value, brand equity, brand awareness, brand knowledge, brand reputation, brand image, and brand identity) found in the literature are defined, paying particular attention to brand equity as a construct more closely related to the concept of perceived value. The article also discusses the various levels of meaning of a brand and presents the concept of customer engagement (CE), identifying the relationships between a brand, the concept of perceived value, and customer engagement. The conclusions highlight the strong relationships between brands and the category of customer value. Additionally, the article presents the phenomenon of customer engagement as a theoretical perspective for brand identification in the process of customer value creation.
Źródło:
Marketing Instytucji Naukowych i Badawczych; 2022, 43, 1; 53-74
2353-8414
Pojawia się w:
Marketing Instytucji Naukowych i Badawczych
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Application of the Design Thinking Method in Customer Experience Management
Autorzy:
Prorok, Michał
Kosicka, Izabela
Powiązania:
https://bibliotekanauki.pl/articles/11364516.pdf
Data publikacji:
2021-12-30
Wydawca:
Sieć Badawcza Łukasiewicz - Instytut Lotnictwa
Tematy:
design thinking
customer experience management
customer experience
customer journey map
persona
Opis:
The aim of this paper is to conceptualize Design Thinking and customer experience management (CEM), to situate the use of the Design Thinking method in customer experience management processes and to present its practical application based on a case study from the financial services industry — the trade credit insurer, Euler Hermes Poland, Towarzystwo Ubezpieczeń S.A. This article is an attempt to identify actionable Design Thinking process elements and tools and their intersections with the components of the Customer Experience Management processes.
Źródło:
Marketing Instytucji Naukowych i Badawczych; 2021, 42, 4; 35-40
2353-8414
Pojawia się w:
Marketing Instytucji Naukowych i Badawczych
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Customer Perceived Value Towards Convenience Stores in Malaysia: The Influence on Customer Satisfaction,Loyalty and Retention
Autorzy:
Animashaun, Abdulrauf
Tunkarimu, Tarila Iman
Dastane, Omkar
Powiązania:
https://bibliotekanauki.pl/articles/540584.pdf
Data publikacji:
2016
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
Customer Perceived Value
customer satisfaction
customer loyalty and retention
convenience stores
Malaysian retail
Opis:
Numerous researchers have centred their attention on Customer Perceived Value towards brands but only a few have focussed on CPV towards convenience stores. The main purpose of the research is to measure the CPV dimensions and identify which dimension infl uences customer satisfaction and as a result leads to customer loyalty and retention for convenience stores in Malaysia. Independent variables such as functional, conditional, social, emotional and economic values were taken into account; the number of 200 customers were sampled, using a blend of explanatory and descriptive research design and a quantitative research method. The reliability was measured ranging from (α =.560-.966) using Cronbach’s alpha. The application of descriptive statistics and correlation analysis was intended to explain the relationship between the independent and dependent variables of the research, whereas the inferential statistics and linear regression were used to test the hypotheses; with a signifi cance level p ≤ 0/05 whereby the fi ndings of the research showed that economic value has a high infl uence on customer satisfaction as well as loyalty and retention. However, based on the fi ndings customers are highly infl uenced by the economic value they get from a convenience store. Among the realistic contributions are positioning value pricing, formulating a strategy that encourages convenience value, connects to customers’ emotions during shopping and also creates a diverse approach that sets a convenience store apart from another. However, there is a need for future studies to extend the model of this research by adding other perceptions such as demographic features of the consumers.
Źródło:
Journal of Marketing and Consumer Behaviour in Emerging Markets; 2016, 2(4); 4-27
2449-6634
Pojawia się w:
Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Assessment of Customer Satisfaction in Logistic Operators
Autorzy:
Kramarz, Marzena
Slupina, Maciej
Powiązania:
https://bibliotekanauki.pl/articles/504230.pdf
Data publikacji:
2017
Wydawca:
Międzynarodowa Wyższa Szkoła Logistyki i Transportu
Tematy:
Customer Satisfaction Index
quality maps
logistics customer service
Opis:
Among numerous factors which affect a company's success on the market, the customer satisfaction is an important element. This paper presents a proposal for customer satisfaction assessment procedures which takes into account customer segmentation. A survey was carried out among the customers of the Silesian branch of an international logistic operator. As a result, CSI was measured in selected segments, quality maps were prepared and logistic customer service elements requiring improvement were proposed.
Źródło:
Logistics and Transport; 2017, 35, 3; 13-20
1734-2015
Pojawia się w:
Logistics and Transport
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
The mediating role of customer satisfaction and Customer-Company identification in the relationship between corporate social responsibility and customer loyalty (Case study: customers pasargad Bank)
Autorzy:
Rashid, Ali Asghar
Rahmati, Mohammad Hossein
Jandaghi, Gholamreza
Powiązania:
https://bibliotekanauki.pl/articles/1192017.pdf
Data publikacji:
2016
Wydawca:
Przedsiębiorstwo Wydawnictw Naukowych Darwin / Scientific Publishing House DARWIN
Tematy:
Social responsibility
customer loyalty
customer satisfaction
customer identification with company
quality of service
Opis:
Customer loyalty issues that in the service sector, due to its dominant competitive environment has great importance. This study sought to evaluate the effects of variables that "corporate social responsibility", "quality of service" and "customer's identification" on "customer loyalty". The purpose of the present study is based on descriptive research methods. Data were collected in this study was a questionnaire that 390 questionnaires among customers of different branches In Tehran Pasargad Bank in the period January to March 2016 were distributed and 372 valid questionnaires were collected. Data were analyzed using correlation analysis and structural equation modeling was performed with SPSS Amos. This research shows that corporate social responsibility, customer satisfaction, customer identification and customer loyalty organization has a significant impact. Thus, banks paid to the issue of social responsibility and community issues they have committed themselves to respect, in terms of customers, banks with higher perceived service quality and customer satisfaction and loyalty have cause to be.
Źródło:
World Scientific News; 2016, 50; 117-130
2392-2192
Pojawia się w:
World Scientific News
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
The Customer as an Accounting Entity
Klient jako podmiot rachunkowości
Autorzy:
Bochenek, Magdalena
Powiązania:
https://bibliotekanauki.pl/articles/2179809.pdf
Data publikacji:
2022
Wydawca:
Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu
Tematy:
customer
customer value
customer costs
cost accounting
management accounting
klient
wartość klienta
koszty klienta
rachunek kosztów
rachunkowość zarządcza
Opis:
The aim of the article was to present the customer as an accounting entity. The article describes the growing role of the customer in company management. Businesses are increasingly customer-oriented, and this also results in a customer orientation of management accounting methods which can be used to measure customer costs and customer value. The results of the research on customer orientation of enterprises are discussed. The research was conducted among enterprises based in the Podkarpackie region with more than 49 employees. The results confirmed that the employees consider their customers to be important as they generate the most revenue. In contrast, a relatively small number of respondents identified customers as the people through whom the enterprise incurs costs and achieves economic success., whereas most entrepreneurs perceive customers only from the revenue side. The research methods used in the article are a critical analysis of the literature and a quantitative method, which consisted of direct research using the questionnaire technique.
Celem artykułu jest przedstawienie klienta jako podmiotu rachunkowości. Opisano rosnącą rolę klienta w zarządzaniu przedsiębiorstwem. Przedsiębiorstwa w coraz większym stopniu orientują działalność na klienta. Przekłada się to również na zorientowanie metod rachunkowości zarządczej na klienta. Metody rachunkowości zarządczej można wykorzystywać do pomiaru kosztów klienta oraz wartości klienta. Przedstawiono także wyniki badań dotyczące orientacji przedsiębiorstw na klienta. Badania przeprowadzono wśród przedsiębiorstw mających siedzibę w województwie podkarpackim, z liczbą pracowników powyżej 49. Ich wyniki potwierdziły, że pracownicy przedsiębiorstw uważają, że klient jest dla nich ważny. Respondenci uznali klientów za osoby, dzięki którym w największym stopniu osiągają przychody. Natomiast relatywnie niewielka liczba badanych wskazała klientów jako osoby, dzięki którym przedsiębiorstwo ponosi koszty i osiąga sukces ekonomiczny. Większość przedsiębiorców postrzega klientów jedynie od strony przychodowej. Metody badawcze wykorzystane w artykule to krytyczna analiza literatury oraz metoda ilościowa, która polegała na badaniach bezpośrednich z użyciem techniki ankietowania.
Źródło:
Financial Sciences. Nauki o Finansach; 2022, 27, 1; 1-13
2080-5993
2449-9811
Pojawia się w:
Financial Sciences. Nauki o Finansach
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Measuring Customer Retention in the European Automotive Sector
Autorzy:
Sliż, Piotr
Delinska, Liwia
Powiązania:
https://bibliotekanauki.pl/articles/1934175.pdf
Data publikacji:
2021
Wydawca:
Akademia Leona Koźmińskiego w Warszawie
Tematy:
customer retention
customer satisfaction
relationship marketing
aftersales service
automotive
Opis:
Purpose: The main purpose of the work is to present the results of the customer retention level in the automotive sector based on the proposed measurement indicators: “serviced and sold” (SESO) and “sold and serviced” (SOSE). Design/methodology/approach: The study investigates the dealership of passenger cars belonging to one of the European automotive concerns. The following research methods were used in the article: systematic literature review, participant observation, and data mining. Findings: As a result of the implementation of empirical proceedings, we proposed a theoretical model in terms of data flow in sales and aftersales service processes, thus enabling the design of SOSE and SESO retention indicators and their empirical verification in the examined organization. Research limitations/implications: The presented indicators can be widely used in the analysis of retention of aftersales service clients. However, the presented research results cannot be applied to other organizations that provide similar results due to the non-probabilistically selected company. Practical implications: The proposed indicators can be used by other organizations in different industries in assessing the level of retention in manufacturer-user and seller-user relations. Originality/value: The study provides tools that allow for retention analysis from both the customer and product viewpoint. The concept has a universal value for enterprises that conduct sales and aftersales services under one structure.
Źródło:
Central European Management Journal; 2021, 29(3); 63-85
2658-0845
2658-2430
Pojawia się w:
Central European Management Journal
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Effects of customer engagement behavior
Autorzy:
Żyminkowska, Katarzyna
Żyminkowski, Tomasz
Błaszczyk, Rafał
Powiązania:
https://bibliotekanauki.pl/articles/522056.pdf
Data publikacji:
2017
Wydawca:
Uniwersytet Ekonomiczny w Katowicach
Tematy:
Customer engagement behavior
Customer equity management
Firm-level CEB outcomes
Opis:
Aim/purpose – Research addressing the customer engagement behavior (CEB) has rapidly developed in the marketing discipline, contributing to the knowledge on network organization. However, insights into the specific outcomes of CEB remain largely nebulous. Few comprehensive conceptual frameworks of CEB effects exists in the literature to-date. The empirical verification of CEB outcomes, particularly at the firm level, is still missing. Design/methodology/approach – In this article we first provide an overview of the CEB conceptualizations and its effects. Next we develop the CEB firm-level performance outcomes framework. Finally we explore CEB process, forms and outcomes in Stanley Black & Decker, applying qualitative methodological approach (case research incl. participant observation). Findings – We propose the logically arranged CEB effects in the conceptual model integrated with marketing metrics which are related to the recent advances in customer equity and customer asset management. Research implications/limitations – In empirical research we focused on the CEB effects related to one type of customer behaviors, i.e. Stanley Black& Decker customers’ involvement in the product development and innovation which is a limitation in obtaining the comprehensive empirical picture of all CEB forms and its outcomes. Further empirical research (incl. quantitative one) is necessary to verify our conceptual model. Originality/value/contribution – Our model of firm-level performance effects of CEB extends existing proposals and contributes to the knowledge on effective CEB management process in network organizations.
Źródło:
Journal of Economics and Management; 2017, 28; 133-154
1732-1948
Pojawia się w:
Journal of Economics and Management
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
STATISTICAL ANALYSIS THROUGH CUSTOMER RELATIONS IN IRONMONGERY BUSINESS
Autorzy:
Güler, Fazıl
Taskın, Erdogan
Powiązania:
https://bibliotekanauki.pl/articles/450486.pdf
Data publikacji:
2010
Wydawca:
Uniwersytet Gdański. Wydawnictwo Uniwersytetu Gdańskiego
Tematy:
Customer Relations, Customer Expectations
Marketing Concept
Marketing Research.
Opis:
The first purpose of this study is to underline the importance of the responsibilities of the employees for quality customer relations with regard to the ironmongery aspect of the industrial and commercial life. The second purpose of this study is to discover the understanding of the employees towards their own customer relations exhibited during the performance of sale and to reveal the determinant factors that may affect the probability and success of the ironmongery business. Ironmongery business have been focusing on the priorities such as range of goods, supply of materials, and working with low inventories and reducing the transportation costs in consideration to the current economic and market conditions. In this study, we aim to discover the views, opinions and remarks of sale representatives, employees and business owners working at each point of contact with the customers in as “the most reliable” manner as possible in order to reveal the understanding related to customer relations in the ironmongery industry.
Źródło:
International Journal of Emerging and Transition Economies (IJETE); 2010, 3, 2; 209-224
1308-2701
Pojawia się w:
International Journal of Emerging and Transition Economies (IJETE)
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
SOCIAL RELATIONS AND ENVIRONMENTAL INFLUENCE AS A DETERMINANT OF CUSTOMER CAPITAL
Autorzy:
Caputa, Wiesława
Powiązania:
https://bibliotekanauki.pl/articles/489083.pdf
Data publikacji:
2015
Wydawca:
Instytut Badań Gospodarczych
Tematy:
customer
customer capital
company value
business relationships
Opis:
The article presents the influence of feedback and recommendations provided by the customers on the customer purchase behaviour along with the benefits resulting from the use of the customer feedback potential in the process of company value creation. On the basis of survey conducted on the beer market in Poland, it was demonstrated that the customer feedback and recommendations have a significant influence on the purchase behaviour and allow the cost reduction of customer communication. In the analysis of the results the statistical methods were used, including focus analysis, ANOVA test and factor analysis.
Źródło:
Oeconomia Copernicana; 2015, 6, 2; 109-128
2083-1277
Pojawia się w:
Oeconomia Copernicana
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Postmodernism and customer centricity
Autorzy:
Mehraramolan, Amirreza
Powiązania:
https://bibliotekanauki.pl/articles/540600.pdf
Data publikacji:
2016
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
postmodernism
positivism
customer centricity
phenomenology
Opis:
There are many different explanations of customer centricity, and many people are in support of that concept whereas many others are against it. Different meanings can be found for customer centricity in literature. Which one could be the proper and most reliable one? Most of the views on customer centricity are based on foundational philosophical approaches and many different patterns are set as a guideline for the organizations which are willing to be customer-centric. In this paper, the aim is to look at the customer centricity phenomenon from the postmodernist point of view. The question of this study is linked to an anti-foundational philosophical approach (postmodernism) and it is shown how different the answers could be based on the philosophy approach that we choose. To collect the data, 10 in-depth interviews were done with senior business managers of customer-centric organizations in Iran. The results showed completely different answers from the postmodernist point of view.
Źródło:
Journal of Marketing and Consumer Behaviour in Emerging Markets; 2016, 1(3); 34-41
2449-6634
Pojawia się w:
Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:
Biblioteka Nauki
Artykuł
Wyświetlanie 1-15 z 861

Ta witryna wykorzystuje pliki cookies do przechowywania informacji na Twoim komputerze. Pliki cookies stosujemy w celu świadczenia usług na najwyższym poziomie, w tym w sposób dostosowany do indywidualnych potrzeb. Korzystanie z witryny bez zmiany ustawień dotyczących cookies oznacza, że będą one zamieszczane w Twoim komputerze. W każdym momencie możesz dokonać zmiany ustawień dotyczących cookies