Self-checkout kiosk system with RFlllbased payment module

The Self-checkout kiosk system with RFID-based payment module (SCHECK) is to provide a convenient checkout alternative for customers in hypermarts to checkout their items. The system shall reduce the overall time taken for the whole checkout process and is specially addressed for the time-crunched individuals. The system will embodies the oonventional cheokout pnocess in hypermarts while enhancing the convenience for customers and speed the overall process. The author, inspired by the capabilities and potential in RFID technology has decided to embed the technology into his project. SCIIECK will use the RFID technology in its payment module in order to provide a speedy checkout elperience for customers in hypermarts. In fact, through SCIIECK, the author aspires to orpose the Malaysian community to the RFID based payment card technology; e.g. Touch n Go card and leverage the utilization of the technology in the couutry through the retail industry, Lastly, this project will also act as a platform to study the implementation of RFID based payment card technology in lvlalaysia and its acceptance rate among the Malaysian community

Understanding the customer experience for service design

Tese de mestrado. Engenharia de Serviços e Gestão. Faculdade de Engenharia. Universidade do Porto. 201

Decent and good work in the platform economy: private hire and taxi work in Nottingham

During 2018 and 2019 a research team at Nottingham Trent University (NTU) conducted research concerning working conditions for private hire and Hackney taxi drivers in Nottingham, England. Our findings are informed by an exploratory literature review and in-depth interviews with eight individuals from four local drivers’ organisations, Nottingham City Council, and an organisation supporting students on nights out. This data was used to explore drivers’ working conditions, to which established criteria for ‘Good Work’ and ‘Decent Work’ were applied, subsequently considering possible strategies for improvement

Analyzing the effect of the expanded servicescape on visitor's satisfaction and loyalty in museums

La presente tesis doctoral tiene como objetivo estudiar la relación entre el servicescape extendido y el comportamiento post-compra, como la satisfacción y la fidelidad de los consumidores de la industria cultural. La orientación sexual se ha identificado como la variable moderadora de la relación entre el servicescape extendido y el comportamiento post-compra. El servicescape extendido se modeló como un factor de segundo orden que refleja cuatro dimensiones subyacentes: física, social, socialmente simbólica y entorno natural. El modelo se aplicó al contexto de los museos de arte y las exposiciones. La investigación se llevó a cabo mediante la realización de una encuesta en línea (julio de 2021) a visitantes de museos de arte y exposiciones en los últimos 24 meses. Se construyó un modelo SEM y se analizaron los datos utilizando el software estadístico R. Los resultados confirman que es posible aplicar el servicescape extendido al contexto de los museos de arte y exposiciones, evidenciando cómo las cuatro dimensiones tienen un impacto en la satisfacción y la fidelidad de los consumidores. Sin embargo, no se han encontrado diferencias relevantes según la orientación sexual y no se ha confirmado el impacto de la variable moderadora sobre la satisfacción y la lealtad.The present doctoral thesis aims at studying the relationship between the expanded servicescape and post-purchase behaviors such as satisfaction and loyalty of cultural consumers. Sexual orientation has been tested as moderating variable for the relationship between the expanded servicescape and post-purchase behaviors. The expanded servicescape was modeled as a second-order factor reflective of four underlying dimensions: physical, social, socially symbolic, and natural environment. The model was applied to the context of art museums and exhibitions. The research has been conducted through the administration of an online survey (July 2021) to visitors of art museums and exhibitions in the past 24 months. A SEM model was built and data were analyzed using the statistical software R. The results confirm that it is possible to apply the expanded servicescape model to the context of arts museums and exhibitions, showing how the four dimensions have an impact on satisfaction and loyalty. However, no relevant differences have been found across sexual orientation and the impact of the moderating variable on satisfaction and loyalty has not been confirmed

Antecedents and Consequences of Customer Experience in Beverage Establishments

It is estimated that there are approximately 42,000 beverage establishments in the U.S. whose annual revenue surpasses $20 billion (First Research, 2014). To facilitate discussion of beverage establishments, it is essential to recognize beverage establishments as businesses whose majority of sales come from alcoholic drinks (Moss, 2010a). In this research, beverage establishments are divided into beverage-only bars, bar/entertainment combinations, and food and beverage combinations. Even though they are a well-established industry, beverage establishments have received little academic attention (Moss, 2010b). For example, previous studies have given little attention to the development of the model that examines the relationships between quality attributes, convenience, perceived price fairness, customer experience, and customer loyalty in beverage establishments. However, current research in other service sectors has showed that quality, pricing and convenience have a strong effect on customer experience and behavioral intentions (Baker & Crompton, 2000; Cronin et al., 2000; Taylor & Baker, 1994; Tian-Cole, Crompton, & Willson, 2002; Woodside et al., 1989). Quality is tightly related to customer experience since it positively affects customer satisfaction and therefore company\u27s profitability (Hallowell, 1996). This study has the following objectives: (1) to develop an instrument to measure the antecedents of customer experience in beverage establishments; (2) to examine the relative importance of different antecedents of customer experience in different types of beverage establishments; and (3) to build a model of various antecedents of customer experience in beverage establishments. This study was conducted in six phases. The first phase was the analysis of previous literature regarding quality attributes, convenience, perceived price fairness, customer experience, customer loyalty, and beverage establishments. The second phase was a development of mixed methodology research design. The third phase was the data collection based on interviews with management of beverage establishments, customer focus groups, and a survey of customers of beverage establishments. The fourth phase was a pilot study that involved a refinement of the study instrument. The fifth phase was a main quantitative study based on the survey design. The results from each qualitative and quantitative phase of the study were integrated and analyzed. The results from the instrument development part of the study identified the following eleven antecedents of customer experience in beverage establishments: (1) service quality, (2) product quality, (3) physical environment design, (4) physical environment layout, (5) music quality, (6) social environment, (7) information convenience, (8) location convenience, (9) parking convenience, (10) entrance fee fairness, and (11) perceived price fairness. Additionally, the second instrument development study was used to recognize different customer experiential state dimensions. The factor structure included two customer experiential states: (1) the affective experiential state and (2) the cognitive experiential state. A comprehensive theoretical model that integrates different dimensions of antecedents of customer experience, customer experiential states, customer loyalty and the moderating affect of the type of the beverage establishment was developed. One of the most important findings of the study is the relationship between the social environment and the affective experiential state. The results of the study indicate that the majority of other antecedents of customer experience did not have a significant effect on two experiential states or that effect was relatively weak. However, social environment was the strongest predictor of customers\u27 positive emotions and therefore customer loyalty and behavioral intentions. Finally, the study results confirmed Oliver\u27s (1997) theory of customer loyalty by providing support for the sequential relationship between cognitive, affective, and conative loyalty. This study has several important theoretical contributions. Different antecedents of customer experience in beverage establishments were recognized and an instrument that measures these dimensions was developed. To the best of our knowledge, this is the first scale specifically developed to measure experience in beverage establishments. Additionally, the importance of each of the antecedent of customer experience was examined in regards to their effect on customer experience. Additionally, an instrument that measures cognitive and affective experiential states was developed and was a foundation for the study model. Finally, this study integrates different customer experience and customer loyalty dimensions into a comprehensive theoretical model that could be applied and retested in other service settings

N/A

N/ACustomer experience is one strategic option for organisations wishing to differentiate their service offering. Little research however has been conducted to explain how service design and management practices influence customer experience in non-hedonic contexts, settings in which the objectives for the design of the delivery system are not experiential. The objective of this research is to address this gap in academic knowledge. The conceptual framework used as the basis of the empirical research demonstrates how four experience mechanism constructs, incorporated into the design of the delivery system, facilitate the customer’s involvement in the delivery of the service and influence how they perceive the experience that emerges as a result. To explore the relevance of the framework two case studies were conducted. Data was collected principally through interviews with employees working at various levels throughout the organisations hierarchy and with customers. Observations and secondary source material also provided additional evidence. The thesis provides an original and distinct contribution to knowledge, through three main findings: Firstly, the research found evidence that the conceptual framework was relevant to the design of the delivery system and in customers’ perception of their experience. This challenges assumptions in existing literature that experience might not be a relevant design consideration in non-hedonic service contexts. Secondly, the findings provide a point of distinction between experiences in hedonic and non-hedonic contexts. Finally the study extends experience design theory demonstrating how in the contexts studied, the experience mechanisms act as antecedents for the experience a customer perceives. Whilst conducting only two case studies limits the impact of the findings, the propositions formulated to explain the key themes identified, can be used as a vehicle through which future quantitative research can be carried out, therefore extending the generalisability of the study beyond the contexts studied.N/

Understanding the customer experience for service design

Tese de mestrado. Engenharia de Serviços e Gestão. Faculdade de Engenharia. Universidade do Porto. 201

Assessment of the quality of international court libraries: a study of the African Union Court on Human and Peoples’ rights Library

Text in EnglishThe study sought to assess the quality of library services by investigating the gaps between various service quality variables using the LibQUAL, SERVQUAL and SERVPERF models. The pragmatic paradigm formed the basis of this study while the mixed methods approach was adopted. The convergent parallel mixed methods design where both quantitative and qualitative data collection methods and data were integrated was adopted. Using the side-by-side comparison style, both sets of data were separately analysed and presented. The results were then compared to establish if they confirm or disconfirm each other. Questionnaires were administered to 94 users of the library. To calculate the level of service quality, the study measured the service adequacy gap (SAG), service superiority gap (SSG), zone of tolerance (ZoT), and D-M scores. Followup focus group discussions (FGDs) were conducted to validate, supplement and further explore the issues that arose from data collected using the questionnaires. The findings revealed a gap between the users’ expectations and perceptions of service quality and that library services were not meeting users’ expectations. The users’ expectations exceeded their perceptions since all service quality scores (SAG, SSG, ZoT and D-M scores) were either low or negative. Generally, the library performed well in the dimensions that touch on human aspects of the library but did poorly in the aspects that touch on information collections, library space and equipment. There were no significant differences between the protocols, with the overall gaps between perceptions and desires being all negative. The findings of the FGDs confirmed those of the questionnaires. The study recommended that the Court should allocate resources in a way that ensures human aspects of the library remain at high levels of service quality, while the shortcomings on aspects of information control, library space and equipment addressed. However, while addressing the physical space aspects, the library should bear in mind that users did not rate them as important for their purposes. This means that the library will need to invest in electronic content that can be accessed remotely by users. In view of the findings, the study concluded by developing a service quality framework on quality improvement and its sustenance at the library and the Court at large.Information ScienceD. Litt. et Phil. (Information Science

Travelling shoppers' perceptions on the comprehensive servicescape within the South African retail environment

The study is on the influence of comprehensive servicescape on shopping behaviour of road and rail travelling shoppers. The comprehensive servicescape is referred to as synchronization of the multidimensional servicescape dimensions, which are the physical environment, social environment, socially symbolic and the natural dimensions into one entity that the travellers encounter during the shopping exercise. The servicescape cues that include shoppers and the physical set-up of the service firm are important in influencing service quality evaluation and consumer satisfaction. The aim of this study was to establish the impact of servicescape on travelling shoppers’ buying behaviour and shopping motivations amongst different shoppers that were identified within the South African bus and railway stations. The bus and railway station environment induces an interesting type of shopping behaviour amongst the travelers. The purpose of the study was also to explore the travelling shoppers’ expectations and perceptions on the comprehensive servicescape within the bus station’s retail environment. Additionally the study attempted to address important gaps in the South African literature in respect of the influence of socialservicescape on the buyer behaviour and hedonic motivation of travelling shopper. The questionnaires used in the study were constructed along five dimensions of service quality containing statements linked to a five-point Likert-type interval scale anchored by “strongly agree” and “strongly disagree. Self administered questionnaires were used for data collection from the travelling shoppers through “mall intercept technique” and 300 questionnaires were collected from respondents. The academia benefits from this study from the comprehensive servicescape model of the South African bus and railway stations that was developed. The study built on literature by nvestigating the influence of the comprehensive servicescapes as perceived by travelling shoppers within the South African retail environment. Additionally it was shown both theoretically and empirically, that, that service quality in high contact service environment like the bus and railway station can best be explained by an analysis of the comprehensive servicescape or the multidimensional and hierarchical model. As a result of this study retailers will have a full picture on the specific needs, perception and expectations of road and rail travellers in relation to the quality of the stations’ servicescape, which retailers have to improve in order to increase customer patronage. It is assumed that retailers will be aware that store image and the store ambience should meet the challenges of the perceptions, motivations and consumer behaviour of travellers within the comprehensive servicescape of the station. This study provides a trigger effect to spatial planners to design high quality servicescape that will attract travellers for both hedonic and utilitarian shopping. Hirschman and Holbrook (1982) believed that shoppers derive pleasure from the experience of shopping itself, regardless of the joy from acquiring goods, this more so with travelling shoppers. A bus station can be both a growth node and a tourist attraction, if its features are attractive, therefore planners can benefit from this study. In this study theory that forms the bases of the influence of social servicescape on the behaviour of travelling shoppers that frequently visit and participate in shopping at various South African bus station retail outlets is provided. Additionally, this study provided empirical information on the relationships that exist amongst the characteristics of the South African Park Stations’ physical retail environments, user perceptions and interpersonal encounters. The behaviour of shopping travellers was extensively discussed to provide the background of theories and various models concerning shopping behaviour of travellers. Through this work, clarity on consumer behavioural trends of travelling shoppers in the South African retail sector is provided, which assist in differentiating retail products, services and segmentation of markets in a way that could enhance marketing effectiveness amongst the travelling shopping segment. Special attention was paid to factors that motivate road travellers’ choice of stores; the type of products they purchase and their decision making processes. Effort were made to identify, categorize and segment shopper typologies and their shopping behaviours. Effort was also made to discuss extensively the social and physical influences of environments in a retail environment such as that of the bus and railway station. The discussions in this study focussed on describing the comprehensive servicescape model dimensions which shoppers encountered during their shopping activity. The study also indicated the significance of the interaction of service staff with the customers in determining the service quality, customer satisfaction and the future intention of travelers. Additionally this study emphasised the importance of social encounters and perceptiveness to cues within the station, which determine whether they actively or passively are involved in the shopping encounter. The research findings reveal that, travellers perceive the servicescape within the bus station as unattractive and lack appropriate facilities. Furthermore travelers considered the two dimensions (store image and store ambience) of the store’s servicescape as one composite unit of the servicescape. This position is supported in literature, where it is argued that people respond to their environment holistically, rather than to individual stimuli. The travelling shoppers reveal that although they always find the shops from the bus station clean and neat, consumers expect a certain level of ambient environmental conditions to be present. The empirical findings in this study indicate that travelling shoppers are not interested in visiting the stores at the bus and railway station for shopping because merchandise from the bus station stores is poor in quality and unreliable; the surroundings at the station as unpleasant and the bus and railway station stores are congested. Thus, hasty shopping and spending more time or stay longer than planned for shopping at the bus and railway station is not useful to travelling shoppers. Therefore, travellers feel strongly that the shopping environment of the station is not conducive to shopping. These facilities (stations) are only used for travelling purposes; therefore there is a need for improvement in the retail and station facilities in order to increase shopping activities within this servicescape. The research findings reveal that shopping at the bus station seems to be driven by traditional needs such as functional and experiential motivations as well as travelrelated needs such as busstation-atmosphere-related and bus station-infrastructurerelated motivations. It was difficult to deduce a particular typology of shoppers in this environment, but due to the stress related to travelling. Passive shopping was observed amongst travellers, which is not a positive shopping behaviour for retailers

A study into marketing automation and its role in unifying the sales and marketing cycle within product-service systems B2B manufacturers

The economic and social landscape facing Small and Medium Enterprises (SMEs) today means that many are facing significant business challenges. B2B technology manufacturers are one group of small businesses that are now being forced to look for alternative management approaches to compete in their existing marketplaces due to increased competition and rising costs. Indeed, Servitization is considered by many B2B technology manufacturers and business practitioners as a possible solution. However, this shift towards Servitization has created new challenges for B2B manufacturers' sales cycles, which are now more prolonged and complex than traditional sales methods. This has led this research to examine the impact of Servitization on B2B SME technology manufacturers and how it affects their sales funnel. Additionally, the study examines the role of marketing within such organisations and the potential for Marketing Automation to optimise the alignment of Sales and Marketing activities in Servitized product-service systems (PSS). The specific aim of this DBA research is to “How can Marketing Automation optimise, integrate and evolve the sales cycle within B2B Servitized technology manufacturing businesses?”. The study uses a qualitative approach to gather data from 10 participants through semi-structured interviews. It follows a multi-case study approach, examining the sales funnel of five businesses and conducting further interviews with five Marketing Automation experts to discuss the challenges faced by these businesses and how Marketing Automation can help improve their processes. The data is analysed using template analysis to produce a detailed Sales and Marketing funnel framework that unifies Sales and Marketing functions and improves the existing funnel adopted by PSS B2B manufacturers. The findings acknowledge that there is a clear disconnection between Sales and Marketing alignment in PSS businesses and that Marketing Automation can play an important role in improving the challenges such businesses face in their sales cycle. The proposed master Sales and Marketing funnel framework represents an optimised way to align Sales and Marketing activities in Servitized PSS businesses. This study makes a significant contribution to professional practice by providing a framework that can be used to align Sales and Marketing activities in PSS businesses. The research also contributes to theory by providing new insights into the impact of Servitization on PSS manufacturers, the challenges that salespeople face in their daily work, and how marketing can help alleviate those challenges. Furthermore, this research has also identified a potential new area for future research to explore the integration of Marketing Automation with technical teams and post-sales activities