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    Wyświetlanie 1-6 z 6
    Tytuł:
    Determinants, Moderators and Consequences of Organizational Interaction Orientation
    Autorzy:
    Hoops, Christian
    Bücker, Michael
    Powiązania:
    https://bibliotekanauki.pl/articles/475024.pdf
    Data publikacji:
    2013
    Wydawca:
    Fundacja Upowszechniająca Wiedzę i Naukę Cognitione
    Tematy:
    Determinants
    Moderators and Consequences of Organizational Interaction Orientation
    adaptive selling
    cook’s distance
    customer-oriented selling
    entrepreneurial
    orientation
    environment
    financial services
    interaction orientation
    learning orientation
    market orientation
    organizational culture
    organizational strategy
    organizational structures
    Opis:
    Interaction orientation reflects the ability of a company to interact with the individual customer and to gather information from successful interactions. Four dimensions of interaction orientation are identified in the literature: customer concept, interaction response capacity, customer empowerment and customer value management (Ramani and Kumar, 2008). This study shows that indeed a fifth dimension of interaction orientation exists and investigates the determinants, moderators and consequences of this construct. The first notable finding is that B2B companies exhibit a greater degree of interaction orientation than B2C firms. Ramani and Kumar hypothesized that in their study. We show that there are B2C industries such as financial services, whose companies also have a greater interaction orientation. This could be the reason why the authors could not prove their hypothesis. Furthermore, we examine the influence of strategic orientations on organizational performances and compare various orientations with each other.
    Źródło:
    Journal of Entrepreneurship, Management and Innovation; 2013, 9, 4; 73-100
    2299-7075
    2299-7326
    Pojawia się w:
    Journal of Entrepreneurship, Management and Innovation
    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:
    Students’ Expectations of Higher Educational Experience in Public vs. Private Universities in Indonesia
    Autorzy:
    Wulandari, Nuri
    de Jager, Johan W
    Powiązania:
    https://bibliotekanauki.pl/articles/1969047.pdf
    Data publikacji:
    2018-12-31
    Wydawca:
    Wydawnictwo Adam Marszałek
    Tematy:
    higher education institution
    consumer behaviour
    marketing
    customer-oriented
    university
    study experience
    Opis:
    In the education industry, it is critical to understand the expectations of students concerning providing the best educational experience. Thus, in higher education institutions (HEI) the adoption of customer-oriented approaches in the management practice is widespread. The customer-oriented approach regarding students as customers has been discussed in academic literature from several perspectives. However, it has been rarely studied from the point of view of comparing public and private universities. The presented study tried to apply a student-customer orientation questionnaire (SCOQ) to investigate differences between student expectations of their educational experience in public vs. private universities. The sample consisted of 238 undergraduate students in Indonesia’s higher education institutions. The study found interesting differences within the student-customer-oriented variables between university types in terms of graduation, curriculum design, communication with service staff, classroom studies, individual studies and course design.
    Źródło:
    The New Educational Review; 2018, 54; 146-156
    1732-6729
    Pojawia się w:
    The New Educational Review
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Customer Journey Clue-based Service Failure Prevention
    Autorzy:
    Labajan, Ruth April A.
    Koomsap, Pisut
    Powiązania:
    https://bibliotekanauki.pl/articles/111856.pdf
    Data publikacji:
    2019
    Wydawca:
    Stowarzyszenie Menedżerów Jakości i Produkcji
    Tematy:
    customer-centric service failure prevention
    customer journey
    service clues
    customer-oriented FMEA
    zarządzanie jakością
    zorientowanie na klienta
    FMEA
    Opis:
    Customers and their perception towards service are considered as a determinant of service failure, and so, service failure and its prevention must be looked into from the perspective of the customers. This paper presents a customer-centric service failure prevention framework, which aims to provide a holistic way of service failure prevention by integrating service delivery assessment and failure analysis from a customer perspective, encompassing failure identification, assessment and prioritization of failures as a basis for corrective actions. Customer journey, service clues, and customer oriented-FMEA are employed to develop the proposed framework. The approach was applied to an enrolment process showing that using customer journey assists in determining customer processes, needs, wants and touch points in the service, and when used together with service clues further facilitates systematic and effective unveiling of potential failures that are important to customers. Assessment of failures and its prioritization with customer perspective leads to better prioritization that is reflective of the voice of customers. The case study shows that higher risk is imposed by actions emanating from the employees, reinforcing further that service failures not only concern functionality of the service but equally important also are the encounter of customers with service employees and the environment.
    Źródło:
    Production Engineering Archives; 2019, 25; 21-34
    2353-5156
    2353-7779
    Pojawia się w:
    Production Engineering Archives
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Smart shop services for building customer-oriented scenarios
    Autorzy:
    Krawczyk, Henryk
    Sobecki, Andrzej
    Powiązania:
    https://bibliotekanauki.pl/articles/1954604.pdf
    Data publikacji:
    2020
    Wydawca:
    Politechnika Gdańska
    Tematy:
    electronic commerce
    categories of shop services
    knowledge sources
    smart services
    customer-oriented scenarios
    integrated platforms
    handel elektroniczny
    kategorie usług sklepowych
    źródła wiedzy
    usługi inteligentne
    scenariusze zorientowane na klienta
    zintegrowane platformy
    Opis:
    The shops of today mostly support the customer by offering him or her products based on basic relationships between products viewed or ordered by users with similar tastes. This common approach may fail in many cases especially when the user does not have sufficient knowledge about the market, or when he or she wants to build a set of products in more than one shop. New categories of smart shop services are proposed in order to execute such customer-oriented scenarios where recommended products do meet mutual dependencies with products previously ordered by the customer. An attempt is made to collect additional information about the behavior of users (from past and current contexts) and represent it in a targeted graph called the customer-oriented scenario. Four types of such scenarios are distinguished depending on how many shops have been visited by the user before buying the expected products and how many products the user wants to buy. Moreover, the proposed scenario model provides the possibility of showing which services had been used by the user before the selection was made. Customer-oriented scenarios may be created post factum based on event data logs or before the user will use the shop, which means that it can be arranged which information, knowledge sources (internal or external), products or categories should be suggested in some context of the user's decision. The possibility of leveraging additional smart services into a traditional trading platform may help users, especially when they want to implement a complex scenario and order many products with mutual dependencies or in a situation when the user wants to understand the market before buying something. Using internal and external services allows creating a network for distributing knowledge focused on the actual customer context in a shop.
    Źródło:
    TASK Quarterly. Scientific Bulletin of Academic Computer Centre in Gdansk; 2020, 24, 3; 221-242
    1428-6394
    Pojawia się w:
    TASK Quarterly. Scientific Bulletin of Academic Computer Centre in Gdansk
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Multicriteria models in revenue management
    Autorzy:
    Fiala, Petr
    Majovská, Renata
    Powiązania:
    https://bibliotekanauki.pl/articles/33948716.pdf
    Data publikacji:
    2023
    Wydawca:
    Uniwersytet Ekonomiczny w Katowicach
    Tematy:
    revenue management
    performance measurement
    multiple criteria
    Analytic Hierarchy Process (AHP)
    Analytic Network Process (ANP)
    Data Envelopment Analysis (DEA)
    customer behavior
    efficient frontier
    Aspiration Level Oriented Procedure (ALOP)
    Opis:
    Revenue management (RM) deals with selling the right product to the right customer at the right time at the right price through the right channel to maximize revenue. The innovation of RM lies in the way decisions are made. The performance of revenue management approaches can be evaluated against several criteria. Both discrete and continuous multicriteria models can be used to analyse RM. The performance pyramid is a comprehensive, fully integrated per performance system that captures multiple perspectives such as internal, financial, customer and innovation. The assessment is based on a combination of Analytic Hierarchy Process (AHP), Analytic Network Process (ANP) and Data Envelopment Analysis (DEA) approaches. Customer behaviour modelling is gaining increasing attention in revenue management. Customer choice models can be extended with more inputs and more outputs. Evaluation of alternatives can be performed using DEA based evaluation methods. The search for an efficient frontier in a DEA model can be formulated as a multiobjective linear programming problem. We propose to use an Aspiration Level Oriented Procedure (ALOP) to solve the problem.
    Źródło:
    Multiple Criteria Decision Making; 2023, 18; 29-46
    2084-1531
    Pojawia się w:
    Multiple Criteria Decision Making
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
      Wyświetlanie 1-6 z 6

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