55,598 research outputs found
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Linking experience realms and experiential service brand loyalty: Determinants and outcomes for future operationalization
The concept of âCustomer Experienceâ has evolved as an imperative area of study within the marketing discipline. Despite its importance and the positive attention this concept received during the last few years, the explanation of customer experiences have remained vague and lack a thorough theoretical foundation. This paper aims to address the gap in the literature and to facilitate better understanding of the concept of customer experience and its antecedents and consequences from the consumer perspective. The paper examines the impact of customer experience on brand loyalty via a comprehensive review of existing literature on the concept of customer experience and service brand literatures. Additionally, twelve hypotheses, which describe and explain the antecedents of customer experience and impacts upon brand loyalty within the service sector, are presented. The outcome of this paper adds novel perspective to the growing body of brand literature, particularly service brand and suggests directions for future research
Crashworthiness capability of jute and glass fibre reinforced epoxy tubes under quasi-static loading condition for automotive application
During last few years, the interest in using natural fibers as reinforcement in polymers has increased dramatically. Natural fibers are not only strong and lightweight but also relatively very cheap. This study examined the potential utilization of jute in the crash energy absorption. A combination of hand layup and vacuum bladder technique was kused to search the influence of utilizing jute fibre on crashworthiness parameters of composite materials. To improve the mechanical properties, jute fiber was hybridized with glass fiber. In this work, there are two main parts of study. Firstly, it is to investigate the effect of cross-sectional shapes, number of layers and temperature treatment on the progressive deformation of jute/epoxy composite tubes. Secondly, the suitable type of geometry was chosen to study the effect of hybrid (jute-glass/epoxy) onto the structural designs. All the tests were undergone quasi-static axial crushing of 10 mm/min. Their peak load (Pmax), mean load (Pm), energy absorption (EA) and specific energy absorption (SEA) were discussed in detail. In the study of types of five geometrical shapes (corrugated, circular, hexagonal, octagonal and decagonal cross sectional) with different number of layers (two, three and four layers). It is found that the corrugated geometric shape with three layers (RHS) gives the best energy absorption (30.92 J/g) in specific energy absorption parameter compared to other geometries used in present study. For the temperature treatment, the results showed that the post-curing by gradual temperature treatment (TT) improved the peak load by decreased with 55% as compared to similar circular specimen without temperature treatment (No TT). From the test, it is found that the substitution of one layer of jute fibre with one layer of glass fibre resulted in an improvement in the crashworthiness parameters than layers jute. The best result was obtained when hybrid jute-glass was used, where the energy absorption and specific energy absorption was improved by about 43% and 31%, respectively
Internet sales as a new mode of internationalization
The way that organizations explore the Internet has been the focus of a substantial body of scientific studies and non-academic reflection. The main goal of this study is to analyze the potential of the internet as a mode of internationalization and the factors that influence the results of the adoption of this mean to access foreign markets. For this purpose, we examine the determinants of the level of international sales made via internet estimating an ordered probit model. The results show that the importance of previous experience in using the internet and developing international activity, together with the level of internet marketing budget , the level of investment on internet sophistication, the firm dimension, the business age and the type pf activity are variables that determine the results obtain in the international sales trough the internet.info:eu-repo/semantics/publishedVersio
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A cultural approach to study customer relationship management (CRM) systems
As this paper takes new approach to defining and studying CRM, it defines CRM as a business strategy that seamlessly integrates every aspect of business that touches customer. Going through CRM literature, the authors notice that, there are different objectives for CRM systems i.e. retains customers for long, increase sales to existing customers and candidate customers, and others. Over the last decade there has been a dramatic growth in the acquisition of Customer Relationship Management (CRM) Systems. However more recently, there has been an increase in reported CRM failures, suggesting that the implementation issues are not just technical, but encompass wider behavior and cultural factors. Multinational organization is faced by that problem, how they build a relationship with different customer in different culture contexts. The literature on culture provides a set of general concepts and ideas as a way of looking at the world. However, the typologies of culture have inherent weaknesses e.g. they do not reflect the variety of values and attitude that may exist in a country, nor do they explain how cultures have developed over time. These limitations will need to be borne in mind, as we consider potential culture impact on the use of information systems, particularly customer relationship management systems. The authors try to highlight the interaction between cultures in macro and micro level in the context of CRM systems. The authors conclude that social and cultural issues of the main area related to studying of CR
Improving the Service Quality as a Socially Responsible Activity of Hotel Companies
In this article, the results of the survey examining quality of service in spa hotels are interpreted. Research was conducted in five spas in West Morava region during August and September 2008. Service quality was measured with a model based on SERVQUAL model. Collected data were analyzed using statistical methods of descriptive statistical analysis and analysis of variables ANOVA, which were useful in defining whether there is statistically significant connection between dependant variables (questions on expectations and perception) and independent variables (structure of respondents regarding their occupation). The results indicate negative SERVQUAL gap in total (-0.21). The largest negative SERVQUAL gap was noted at the first determinant related to the tangible elements of service, which further points to conclusion that main problems in providing high-quality services in the spa hotels are inappropriate arrangement of facilities and equipment, time worn of facilities in general, lack of understanding of contemporary demand trends, unaccomplished process of hotel privatization, uniformity of tourism offer and lack of market research related to hotel services consumers. In the authorsâ opinion, the aforementioned problems could be overcome with creation and implementation of development strategies with short and long term development plans, as well as with investment incentives in spa tourism development. The organization with strategy based on the principles of social responsibility has the potential to built and sustain successful relationships with present and potential customers, as well as with all interested stakeholders.service quality, SERVQUAL, spa hotels, corporate social responsibility
Leadership style in knowledge-based culture: The competitive advantage approach
In nowadays economy, knowledge becoming the primary bases of core
competency and key to superior performance. Several reasons are advanced for
the implementation of knowledge management (KM) within companies. These
includes of the widespread digitalisation of business environments; the rise of
time-based competition that require firms to learn as much as possible in very
short periods; the globalization of operations; and the high incidence of
mergers and takeovers. Thus, for these reasons, it is crucial for a company to
explore any factors that can enhance the knowledge-based organization. The
proper way in managing the knowledge will lead to firmâs competitive
advantage achievement. In this paper, the leadership styles as important factors
in enhance the practices of knowledge-based culture will be the main focused.
Specifically, this paper is to address three main objectives. First objective is to
discuss the important of leadership styles in association to organizational
learning culture, the most excellent principal in order to manage and value
knowledge. Secondly, this paper will explain the important of leadership styles
in firmâs competitive advantage achievement. And lastly, this paper will
further discuss the important of leadership role in inter-firm settings and it relationship to competitive advantage
Towards a co-creation framework in the retail banking services industry: a cross-cultural analysis
An underlying theme in modern marketing is the notion that value is not solely created within the boundaries of the firm, it is created co-jointly with outside parties. This paper aims to study the outcomes of co-creation from a customer perspective. Specifically, it examines the effects of co-creation on customer satisfaction, loyalty and word-of-mouth (WOM) within the banking services industry. Furthermore, we consider potential differences between consumers from Spain and the UK, thus incorporating cross-cultural aspects in our research.
The research demonstrates that firms should not only respond to the differences that exist within different cultural contexts and incorporate these in co-creation initiatives; more importantly, firms should undertake co-creation activities themselves as these can result in customers who are more satisfied, loyal to the company and more likely to carry out positive WOM, which can ultimately lead to new customers
Satisfying customers using total quality management: the mediating role of control systems
The premise of this paper is that Total Quality Management (TQM) must be adopted as a way of life for employees and not just as a slogan per se, so that the intended goal of implementing TQM can be fully realised. In order to internalise the philosophy of TQM into each organisational member, control systems play an important role. Control systems, among others, are implemented as systems for aligning the intended objectives of TQM and the individual objectives of each employee. The findings of this study supported the contingency theory that suggested the control systems being practised should be aligned with the strategy pursued to achieve the intended objectives. This paper extends the current existing knowledge by investigating the mediating role of control systems in explaining the relationship between TQM and customer satisfaction
Internet-driven customer centric : an exploratory analysis
Firmâs are becoming everyday more focus on customer orientation, leading to the need use of new techniques or combine use of existent ones. Both Customer Relationship Management and Knowledge Management are increasingly relevant in the corporate agendas as well as been broadly studied by academic researchers and with the development of the digital economy itâs necessary to have a larger understanding of their role in e-business performance. Thus, our aims are to determine whether the implementation of virtual CRM and KM is linked to e-business performance and to identify the nature of the relationship existing in the combine use of these tools. Thus, this paper establishes a new model of the practices and results of the both tools which has been tested in European companies. For that purpose, we used a structural equation modelling analysis. The results show that both virtual CRM and KM have a positive impact on the maximization of e-business performance and that their combine use has also a positive impact on e-business performance. As limitations of the study we consider the need for more research into this field and the inclusion of news elements such as technological readiness and management support. This paper contributes to the research on this topic with new evidence in a broad sample.info:eu-repo/semantics/publishedVersio
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Applying marketingâs new dominant logic for interpreting customer experiences with brands
The concept of customer experience is evolving to an imperative area of study within the marketing discipline. Despite its importance and the positive attention this concept is receiving in the literature, the explanation of customer experiences remains vague and a thorough theoretical foundation is lacking. This paper addresses the gap in the literature and to facilitate a brand-management understanding of the concept of customer experience and its antecedents and consequences. The paper examines the impact of customer experience on brand loyalty via a comprehensive review of existing literature on the concept of customer experience and service brand literatures. Additionally, twelve propositions describe and explain the antecedents of customer experience and impacts upon brand loyalty within a service-centered marketing logic. This paper contributes a novel customer-brand experience perspective and conceptual tools relevant for further theory development and for effectively managing customer-brand relationships
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