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In this paper it will be explicated which are the most important influencing factors on the productivity of knowledge-intensive services. After a short introduction about knowledge-intensive services and research proceedings the authors will present the identified influencing factors on the productivity of knowledgeintensive services. These influencing factors will be assigned to the three dimensions...
For more than a decade, agile methods have shown successful for increasing responsiveness to customer needs. Agile methods advocate close customer collaboration in the early phases of software development. However, research on how to maintain agile ways of working during software evolution is scarce. Based on a qualitative interview study, this paper explores how benefits of agile practices can be...
This paper investigates the impact of the TQM implementation on financial performance of the firm by a sample of public companies that have won China Quality Award from 2001 to 2007 in the mainland of China by using Event study and Panel analysis methods. Our results show that the market share enjoys a significant increase, the ratio of cost to sales is remarkably increased, the asset turnover rate...
The Indian call center workers of a large computer manufacturer receive lower customer service ratings than their America counterparts despite superior repair outcomes. Indian call center managers are unable to bridge the gap between the customer service ratings of their Indian call centers and American call centers despite accent training and significantly more technical training. This study uses...
Interactivity is a key feature of interface between human and technology. This study explores how interactivity perception influence customers' intentions of using an SST The results revealed the elements of interactivity (communication, control, and responsiveness) do impact the intentions of customers to use an SST in the future; however, their impact was mediated through perceived value and satisfaction...
This study aims to investigate the perceptions of software professionals in relation with impact of agile practices to accelerate the delivery of software products. Quantitative data obtained from a sample of 109 professionals were collected and analyzed by Pearson correlation and factor analysis. The results of factor analysis showed that the perception of professionals in relation to agile practices...
In a challenging environment where the electronic marketplace is transparent and competitors are only a click away, web retailers are more vulnerable to customer attrition. Despite that customer retention was widely regarded central to business survival and growth and some studies attempted to find factors that influence customer retention, few measured customer retention quantitatively. Businesses...
The most fundamental definition of a quality product is one that meets the expectations of the customer. In order to use quality as a strategic advantage, quality dimensions relevant within the specific industry needs to be specified. The company at which this case study was conducted faced various problems with regards to product quality and customer satisfaction. The objective of this research was...
There is a remarkable lack of empirical studies investigating the importance of process ownership and continuous process improvement, two dimensions of business process orientation. This study addresses this issue and examines the joint effect of these two concepts on organizational performance. Based on a literature review possible questionnaire items for process ownership, continuous process improvement,...
Based on the generalization of current service quality situation of automobile 4S stores in China, this paper introduces the definition of service quality, the discrepancy analytical model, and the service profit chain of automobile industry. Then it analyzes the evaluation indices system, and establishes a set of evaluation model for measuring the service quality of automobile 4S stores based on...
This paper analyzes the present situation and the existence question of relationship between supply chain partners, then use the customer satisfaction model for analysis, in the end it make appropriate responses and suggestions.
This paper deals with the application of a new method of survey on public opinion, developed by the second author and called People NEWS (Needs, Expectations, Wants and Satisfaction), to have a better understanding about the customers' NEWS on air travel safety and process in Malaysia. This paper will concentrate on the important aspect of safety for check-in and check-out procedure in the air travel...
In this study, a conceptual framework is postulated to mathematically evaluate and ascertain the hypothesised relationship that perceived value and interactivity has with customer dissatisfaction issues. Then, the relationship between customer satisfaction issues and loyalty and customer acquisition, will be tested to enhance customer satisfaction and loyalty. For the qualitative part of the research,...
This paper sets up a performance evaluation index system, based on the balanced scorecard for large enterprise information system within the context of large nuclear power company and determines the weight coefficient of the index system by using Delphi method and the analytic hierarchy process. Then it constructs a performance comprehensive evaluation model for the enterprise information systems...
Customer knowledge that is co-created with the customer offers mutual perceived value for the company and its customer. Many papers discuss the benefits, the process, and the success factors of customer knowledge co-creation, but only a few that discuss the unitary system. This paper promotes measurement framework that could be used to measure and to improve the productivity of the of customer knowledge...
This paper developed a customer satisfaction evaluation model for the actual situation of shipbuilding enterprise. According to the shipbuilding enterprise technology needs for customer evaluation, it puts forth the customer satisfaction evaluation method.
Over the next 4–5 years all Norwegian electricity customers will follow the rest of Europe in implementing automatic meter reading. For the customers, this means new opportunities to monitor one's own power consumption, simpler invoices, access to new services, and it is no longer necessary to read and report the measurements to the grid operator. For the power industry this is an extensive project,...
Customer needs is always a hot topic in the marketing area. Under the force of competition, it is necessary for the companies to grasp the real customers needs After reviewing the classic theory models about customer needs, including Maslow hierarchy of needs theory, Herzberg's two-factor theory, McClelland Achievement Motivation Theory and Kano model, this study focuses on how customer service needs...
A conventional clustering service strategy to divide smart phone users requesting for customer services is based on service levels, e.g., usage support, product maintenance, and others. To provide higher quality services, innovative strategies in clustering services are critical to service providers. Varied factors have to be considered before service agents interact with customers. Therefore, this...
Worldwide, the implementation and incorporation of Information Technology Service Management (ITSM) & Information Technology Infrastructure Library (ITIL) into Organizational Models has become a key issue not only for managing IT operations and processes, but also for ensuring their users obtain better services, and for providing organizations with tools and strategies based on the use of IT to...
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