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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 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:
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:
University youth and ethical purchases
Autorzy:
Gołaszewska-Kaczan, Urszula
Kuzionko-Ochrymiuk, Ewa
Powiązania:
https://bibliotekanauki.pl/articles/2128595.pdf
Data publikacji:
2020
Wydawca:
Uniwersytet w Białymstoku. Wydawnictwo Uniwersytetu w Białymstoku
Tematy:
ethical consumption
modern customer
ethical customer
Opis:
Purpose – The goal of this paper was to present the views, opinions and attitudes of university students on the topic of ethical shopping. It was based on theoretical considerations concerning the characteristics of a modern customer and ethical consumption. Research method – The study was conducted on a group of students from the Faculty of Economics and Management at the University of Bialystok. A survey was used in order to gather information. It consisted of 12 questions, including 7 questions in the content-related part with 5 questions concerning the specifics of the respondents’ examined. The latter section included characteristics such as their field of studies, gender, employment status, the amount of income a respondent can dedicate to shopping activities (after paying fixed expenses). The selection of the personal characteristics was not a random process. It was hypothesised that those characteristics could differentiate the students’ approach to ethical consumption. Results – It was established that the amount of money a student can devote to shopping did not have any significant influence on the survey responses. It seems necessary to conduct further research in order to provide more comprehensive information on the actual attitude of respondents, as well as on the impact of education on changes in the students attitudes to ethical consumption and shopping. Also, further analysis of other details of the respondents may be beneficial for deeper findings. Implications /originality /value – The paper provides interesting information about the academic youths’ attitude to ethical consumption. It also encourages further in-depth research.
Źródło:
Optimum. Economic Studies; 2020, 1(99); 155-173
1506-7637
Pojawia się w:
Optimum. Economic Studies
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Wybrane czynniki demograficzne jako determinanta lojalności klientów
The selected demographic factors as a determinant of customer loyalty
Autorzy:
Caputa, W.
Powiązania:
https://bibliotekanauki.pl/articles/323111.pdf
Data publikacji:
2015
Wydawca:
Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
Tematy:
lojalność
kapitał klienta
postawa klienta
customer loyalty
customer capital
customer attitude
Opis:
Kluczowym wyzwaniem dla przedsiębiorstwa jest obecnie pozyskanie i utrzymanie klientów w długim okresie. Rodzi to konieczność ukierunkowania działań na kreowanie lojalności klientów, a co za tym idzie identyfikacji czynników determinujących ich zachowania nabywcze. W zbiorze tych czynników wskazuje się również na czynniki demograficzne. W efekcie, weryfikację postawionych hipotez, zakładających istnienie związku pomiędzy wiekiem oraz płcią klientów a ich zachowaniem nabywczym, oparto na badaniach ankietowych przeprowadzonych na rynku piwowarskim, które poddano analizie statystycznej.
A key challenge for the company is currently attract and retain customers over the long term. This raises the need for direct action to create customer loyalty, and thus to identify the factors determining their purchasing behavior. The collection of these factors also indicates demographic factors. As a result, verification of hypotheses, which assume a relationship between the age and gender of customers and their purchasing behavior based on survey research conducted on the beer market, which were statistically analyzed.
Źródło:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2015, 86; 29-38
1641-3466
Pojawia się w:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
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:
Effects of Promotional Campaign in the Logistics Customer Service
Autorzy:
Wyrwicka, M. K.
Kliber, M. C.
Brzeziński, Ł.
Powiązania:
https://bibliotekanauki.pl/articles/409093.pdf
Data publikacji:
2015
Wydawca:
Politechnika Poznańska. Wydawnictwo Politechniki Poznańskiej
Tematy:
customer service
logistics customer service
promotional campaign
Opis:
In companies often are overlooked the opportunities to increase sales by employees, who in the daily responsibilities are supporting customers. Therefore, the aim of this article is to present the effects of the implemented promotional campaign in logistics customer service in a selected company from the pharmaceutical industry. The project was implemented in March 2014. The implementation of promotional campaign in a selected company proceeded in accordance with the phases of the promotion strategy described in the literature. The most important effect is to increase sales volume by 24% (14 thousand units of product). This undertaking also allowed for adjusting the activities to the expectations of customers. This resulted in an additional value which is the customer satisfaction from the performed services by the company, which resulting in long-term cooperation.
Źródło:
Research in Logistics & Production; 2015, 5, 4; 407-416
2083-4942
2083-4950
Pojawia się w:
Research in Logistics & Production
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:
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:
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:
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:
The Support of Analysis of Level for Customer Service by Network Visualization
Autorzy:
Brzeziński, Ł.
Kliber, M. C.
Wyrwicka, M. K.
Powiązania:
https://bibliotekanauki.pl/articles/409554.pdf
Data publikacji:
2016
Wydawca:
Politechnika Poznańska. Wydawnictwo Politechniki Poznańskiej
Tematy:
customer service
indicators of customer service
network visualization
Opis:
The concept of network in economic sciences is generally referenced to companies connecting into a network (and related to the effects of this phenomenon) than to the relationship between the elements in organizations, which are shaping such a network (and the result of such approach). Occurring today dynamic and unexpected market changes enforce a special data presentation, so that based on them decision-making in the company will be resulted on their absorption or appropriate deformation of management system. The aim of the article is to use the visualization network to analyze the level of customer service and improve achieved indicator values of service in the selected company of the pharmaceutical industry. The tool for analysis and visualization was program Pajek by Vladimir Batagejl and Andrei Mrvar. For the most important results of the study should be included a positive opinion on the suitability of network visualizations (and their characteristics as the value of belonging and vector) for solving these types of problems.
Źródło:
Research in Logistics & Production; 2016, 6, 1; 25-38
2083-4942
2083-4950
Pojawia się w:
Research in Logistics & Production
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Oczekiwania klientów bankowości korporacyjnej wobec banków
Corporate Banking Clients Expectations towards Banks
Autorzy:
Włodarczyk, Bogdan
Powiązania:
https://bibliotekanauki.pl/articles/589058.pdf
Data publikacji:
2013
Wydawca:
Uniwersytet Ekonomiczny w Katowicach
Tematy:
Banki
Klient
Klient korporacyjny
Banks
Corporate customer
Customer
Opis:
The relations between entrepreneurs and banks are constantly changing. It results from the changes in the economic environment as well as the development processes taking place in enterprises. Banks are for the enterprises the main source of investing and turnover capital, at the same time stimulating their development. To some extent banks also add to the system of their internal control and warn against the enterprises' inefficient decisions. By fulfilling these functions they become, both directly and indirectly, institutions backing the economic development on the macroeconomic scale. In this article, a trial to identify and assess the big enterprises' expectations towards banks have been undertaken. The results of the research indicate the directions of changes which the banks should follow in order to fully match their offer with the needs and expectations of their corporate clients. The correctness of these relations and mutual satisfaction, supported by the realization of business, guarantees the development of enterprises and complies with the interests of national economy.
Źródło:
Studia Ekonomiczne; 2013, 173; 307-317
2083-8611
Pojawia się w:
Studia Ekonomiczne
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:
Dochód konsumenta jako determinanta rentowności liderów rynku piwowarskiego w Polsce
Consumer income as a determinant of the profitability of the leaders of the beer market in Poland
Autorzy:
Caputa, W.
Powiązania:
https://bibliotekanauki.pl/articles/322193.pdf
Data publikacji:
2015
Wydawca:
Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
Tematy:
dochód konsumenta
kapitał konsumenta
wartość przedsiębiorstwa
rentowność klienta
customer income
customer capital
value enterprise
customer profitability
Opis:
Celem artykułu jest analiza potencjału dochodowego konsumentów piwa w kontekście jego wpływu na rentowność wiodących producentów tego alkoholu w Polsce. Na tle zmian zachodzących w dynamice rynku i zachowaniach konsumentów wykazano istnienie związku pomiędzy rentownością prowadzonej działalności a sytuacją społeczno-ekonomiczną gospodarstw domowych. Badania oparto na analizie sprawozdań finansowych liderów rynku piwowarskiego, w której wykorzystano wskaźniki rentowności, w tym EVA, raporty statystyczne oraz wewnętrzne materiały przedsiębiorstw.
The aim of the article is to analyze the income potential consumers of beer in the context of its impact on the profitability of the leading brewers in Poland. Against the background of changes in market dynamics and consumer behavior hypothesis was verified an association between profitability of the business, and the socio-economic situation of households. Verification of the hypothesis is based on an analysis of the financial statements of the leaders of the beer market, which uses profitability ratios, including EVA, statistical reports and internal materials businesses.
Źródło:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2015, 86; 15-28
1641-3466
Pojawia się w:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Customer knowledge in (co)creation of product. A case study of IKEA
Autorzy:
Koniorczyk, Grażyna
Powiązania:
https://bibliotekanauki.pl/articles/522124.pdf
Data publikacji:
2015
Wydawca:
Uniwersytet Ekonomiczny w Katowicach
Tematy:
Customer co-creation
Customer knowledge
IKEA
Value co-creation
Opis:
Customers knowledge is an attractive and effective source of ideas for proposals innovative products (services) as well as changes in existing products (services). Contemporary firms recognize the need to co-create product (services) with the participation of customers. The aim of this article is to define customer knowledge, value co-creation and customer co-creation concepts. The activities of IKEA were used to illustrate the issues presented in the article.
Źródło:
Journal of Economics and Management; 2015, 22; 107-120
1732-1948
Pojawia się w:
Journal of Economics and Management
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Regulations as a tool to increase consumer protection on the European retail payment market
Autorzy:
Harasim, Janina
Klimontowicz, Monika
Powiązania:
https://bibliotekanauki.pl/articles/522224.pdf
Data publikacji:
2018
Wydawca:
Uniwersytet Ekonomiczny w Katowicach
Tematy:
Customer protection
Customer risk
Financial markets
Retail payment market
Opis:
Aim/purpose – The purpose of the paper is to identify the main areas of customers’ threats concerning using financial services and the in-depth review of European industry- -specific consumer regulations concerning current accounts and payments. Design/methodology/approach – Desk research including in-depth analysis of industry- specific consumer regulations referring to current accounts and payment services having the character of EU directives and regulations, European Commission reports, and documents. Findings – The paper shows that consumers’ interests are threatened even when they use basic financial services as current account and combined payment instruments. The analysis based on of desk resources has revealed that the regulations give effect to customer protection only if they strictly correspond to defined areas of threats and particular types of risks. Research implications/limitations – The experience of the recent financial crisis proved that the asymmetry of knowledge and information was one of the crucial reasons disrupting customers’ position on financial markets. Research findings will help to identify gaps in regulations and develop the quality of further initiatives aimed on informing customers about the implementation of regulations and improving their financial literacy level. Originality/value/contribution – The payment products are rarely discussed in the literature in the context of consumers’ protection and financial regulations. This paper contributes to the debate by providing an overview of financial consumer protection issues concerning retail payments.
Źródło:
Journal of Economics and Management; 2018, 31; 50-73
1732-1948
Pojawia się w:
Journal of Economics and Management
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
In the Country or Abroad? The Europeans Doing Shopping - Research Results
Autorzy:
Jaciow, Magdalena
Powiązania:
https://bibliotekanauki.pl/articles/586664.pdf
Data publikacji:
2013
Wydawca:
Uniwersytet Ekonomiczny w Katowicach
Tematy:
Klient
Klienci indywidualni
Zachowania klientów
Customer
Customer behaviour
Individual clients
Opis:
For many companies market is no more geographically limited. The European market is united by a common demographic, economic and cultural trends. Consumers in Europe are generally characterized by a similar type and style of consumption. A group of consumers who behave the most similarly, regardless of their country of origin, are young buyers. The purpose of this article is to identify the places and countries where young e-consumers, from selected European countries, do their online shopping (based on the results of international comparative research carried out in 2012 in six European countries on a sample of 1800 people).
Źródło:
Studia Ekonomiczne; 2013, 151; 154-168
2083-8611
Pojawia się w:
Studia Ekonomiczne
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Customer satisfaction in retail banking – current and future research trends
Autorzy:
Bugdol, Marek
Jemczura, Tomasz
Powiązania:
https://bibliotekanauki.pl/articles/321978.pdf
Data publikacji:
2019
Wydawca:
Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
Tematy:
customer satisfaction
customer
client
bank
service
satysfakcja klienta
klient
usługa
Opis:
The article discusses current trends and directions of research related to diagnosing the level of customer satisfaction in retail banking. The authors review the literature and organize the main research areas. In addition, they undertake a discussion and review of current directions of customer satisfaction studies and propose new directions resulting from current research gaps. The problem of customer satisfaction surveys has been presented both ways – from the research and scientific perspective, as well as from the viewpoint of customer satisfaction surveys completed by one of the biggest banks in the world.
Źródło:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2019, 136; 69-85
1641-3466
Pojawia się w:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
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:
Proposal of methodology for customers relationships establishing in terms of transport services
Autorzy:
Hajduk, Iwona Ewa
Poliak, Miloš
Powiązania:
https://bibliotekanauki.pl/articles/24200870.pdf
Data publikacji:
2023
Wydawca:
Sieć Badawcza Łukasiewicz. Przemysłowy Instytut Motoryzacji
Tematy:
management
transport sector
consumer
relationship
customer satisfaction
Customer Relationship Management
Opis:
Currently, the market is focused not only on the quality of services, but also on customer comfort, requiring service providers to constantly modernize their methods of operation. Due to the progressing digitization of various areas of business activity, it is necessary to implement current available technological aids in order to maintain competitiveness and build long-term relationships with the client. Delivering products to the point of consumption is a very important element in the supply chain, and transport companies act as both intermediaries and service providers. The article is a proposal of a methodological solution for companies dealing with transport services in the field of building long-term relationships with the client using modern technologies and methodologies. The results show the strategies and systems with which transport companies can strive to build a competitive offer in the supply chain. As a target solution, it was proposed to use solutions such as Customer Relationship Management (CRM) in the process of developing a methodology for building relationships with customers in the area of transport services. The development and functioning of the global economy market is not possible without a net-work of transport connections-communication infrastructure, as well as a service provider-consumer relationship.
Źródło:
Archiwum Motoryzacji; 2023, 101, 3; 5--31
1234-754X
2084-476X
Pojawia się w:
Archiwum Motoryzacji
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:
A dual perspective of value in a bundle of product and service
Autorzy:
Safarpour, N.
Sillanpää, I.
Powiązania:
https://bibliotekanauki.pl/articles/407325.pdf
Data publikacji:
2017
Wydawca:
Polska Akademia Nauk. Czytelnia Czasopism PAN
Tematy:
customer value
value proposition
customer life-time value
service
smart
connected
Opis:
Focusing on value creation in marketing has always been the key to success for companies. As a result, the definition, analysis and communication of value has gained importance. Companies are making an attempt to make a value proposition that is not only lucrative for the customer, but also has great returns for the company itself. Although this might sound simple on paper, since it is the basis for business logic, it is much more complicated in real life situations. With the service elements in the offering and the emergence of technologies such as smart and connected phenomenon, the business models become more innovative and more complexity is added to the analysis of value. The objective of this paper is to introduce a method for the dual perspective of value in a bundle of product and service in a smart and connected context. This method draws from the customer value and customer lifetime value concepts to offer an all-inclusive study on value. This assists companies in crafting an appealing value proposition in a cost-saving offering for a client that offers value to the company over its lifetime. This study specifically deals with the state of the arts smart and connected phenomenon and provides a view on how value works in that context. The framework created through this study serves to help the company choose a client that is of most value to the firm over the time of their cooperation. It then leads the company towards a better fabrication of the offering that is not only an attractive proposition to the client but also for the company. It gives a close insight onto where the benefit comes from and how a smart and connected bundle of products, services and relationships must be put together for maximum results in the modern age.
Źródło:
Management and Production Engineering Review; 2017, 8, 4; 27-41
2080-8208
2082-1344
Pojawia się w:
Management and Production Engineering Review
Dostawca treści:
Biblioteka Nauki
Artykuł
Wyświetlanie 1-25 z 694

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