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Based on the design of quantitative research, this study conducted questionnaire survey on the employees of international tourist hotels. A total of 227 effective questionnaires were collected between March 1, 2008 and May 31, 2008, and the data were analyzed by regression analysis to find out relationships among internal marketing, work attitude and organizational commitment in organizations. The...
To understand the antecedents of customer loyalty from a service marketing perspective is crucial for both practice and academic research. We build and test a causal model based on data from Chinese consumers in the personal financial planning industry. Conducting the data analysis through structural equation modeling, we found that both company reputation and perceived price can enhance perceived...
Retail industry as a highly customer-interacting industry, not only provides products to meet customers' needs, but also constantly improving their service to enhance the satisfaction and loyalty towards customers. Under the influence of the service tenet “customer is God”, the study of customer counterproductive behavior, which passively affects retail companies, has been ignored. This paper systematic...
Selection of appropriate suppliers in supply chain management is a challenging issue. Many methods have been proposed in response to the issue. However, common character of those methods is that decision-maker must set the weights of multi-level index of supplier before selection. Because of the weights depended on the decision-maker's knowledge structure and historical experience, it affects the...
The enterprise e-commerce marketing strategy is developed on the basis of a scientifically-based segmentation of its customers, and the key way to its profits is to try to build and maintain the customer loyalty. Therefore this paper brings together customer-value and customer-loyalty to segment e-commerce customers, and then establishes a customer-segmentation-matrix of customer-value and customer-loyalty,...
In recent years strategic planners have come to realize that, in line with the marketing concepts, mission statements must be customer-oriented, since the customers have been dealing with the firm actually. Under the background of Ecommerce, traditional marketing is challenged to a large degree. Based on the Customer Life Cycle and Extended Marketing Mix (7Ps) Model, this paper attempts to explore...
With the rapid network technology development, electronic commerce is rapid developing in the world. Study customer loyalty has become an important issue under the background of electronic commerce. This paper summarized customer loyalty influencing factors and relevant research under the background of electronic commerce consumption.
Despite the debate over whether customer satisfaction enhances business benefits, due to difficulties in data collection, little research has investigated the relationship between customer satisfaction and customer contribution. This study examined 373 valid bank customer samples of individual customer product/service satisfaction and their related contribution. Major findings are that the customer...
Today, service industry has become the economic core of each country. Recently, the concept of e-service extends the business model of electronic commerce. This research attempts to investigate alliance of e-service from customer perspective. This research utilizes the concept of Allee (2000) to construct the value network of cooperation. We aim to consider customer assessment for all features (e...
Software deployment, including both clean installs and updates, is a crucial activity for all software vendors. It starts with a customer's order of a new release and incorporates all steps taken until the customer is satisfied with the deployed product. Using interviews as the main data collection method, we conducted a case study of four companies to discover their software deployment activities...
Recently, QFD is one of hotspots for researchers, which is an effective quality management techniques and methods in the international community. It is an important tool that is used to design production, improve customer satisfaction, and gain an edge in the markets. This paper researches QFD applications method in development of smart substation monitoring system. Through the QFD method, designers...
This research applied the information processing theory to evaluate the risks that are associated with B2B systems of book supply chain. Hypotheses were proposed to examine the relationships between the risks of information processing needs and the performance of B2B systems. Understanding these relationships can help companies to prioritize their task of risk reduction in a performance-driven environment...
On this paper we proceed to the analysis of the means of obtaining customer feedback through the Internet. Keeping demanding customers as well as attract new ones, has always been a major concern for the majority of the companies. Knowing what customers think is an important part of developing products and services, and differentiating factor against the competition. Obtaining customer feedback through...
Over the past several years scrum has grown to become the most commonly used product development method at Adobe Systems. Large desktop software products like Premiere Pro and After Effects, Platform tools like Adobe AIR, and Software as a Service products like Acrobat Connect and Omniture SiteCatalyst are using scrum to become more effective at delivering the right solutions to customers with higher...
ASP outsourcing is one promising business activity and efforts have been done to investigate the critical factors which improve clients' satisfaction level in developed countries. However, no efforts have been made to investigate the contributing role of functional capability of ASP to the increase of clients' satisfaction in China, one of the biggest SMEs market to develop ASP business. The results...
Enterprise Resource Planning (ERP) systems and Key Performance Indicators (KPI) in general are currently experiencing an increasing interest from both the academic and business communities. This paper examines the relative influence of eight KPIs determinants and the use of ERP in Portuguese Small and Medium-sized Enterprises (SMEs). Through a web survey, data was collected and validated from 85 firms...
In every business, firms are facing with several kinds of customer groups. By considering limited resource, companies should rank customers according to their values and allocate them proper portion of marketing resources. If firms allocate resources to valuable customers, they earn more profit. Although there are many methods for customer value calculation such as Share of Wallet, Past Customer Value,...
In this paper the authors have shown the ebb and flow of subscribers of different cell operators in Bangladesh based on their call rate, network, and other external facilities and suggests a new approach for the constituency of these operators to find out how all the operators can ensure customer satisfaction. Performance of a cellular system mainly depends on circuit merits (CM) of voice quality,...
This paper presents a study conducted with the aim of completing an activity model about information-sharing in the ceramic NPD process. Information flows with customers (about their design preferences) were not included in this model. From previous results (a conceptual framework and a pilot study), this paper raises the modification of the original activity model, studying the information dependences...
In current dynamic manufacturing environment, Small, Medium Enterprises (SMEs) must develop new products successfully in order to maintain a competitive advantage. SMEs differ from large companies due to their limited resources. Currently, most of SMEs lack a structured process in their New Product Development (NPD) management. NPD is vital for SMEs to survive in a competitive business environment...
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