1,018 research outputs found

    INTERVAL TYPE-2 FUZZY MODEL FOR CUSTOMER COMPLAINT HANDLING

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    Complaint management system (CMS) has become increasingly important for organizations, businesses, and government in Malaysia. The interaction between customers and business provider based on complaints which referring to perceptions and wording involves uncertainties and not an easy task in complaint handling process to rank the complaint

    An Intelligent Customer Relationship Management (I-CRM) Framework and its Analytical Approaches to the Logistics Industry

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    This thesis develops a new Intelligent Customer Relationship Management (i-CRM) framework, incorporating an i-CRM analytical methodology including text-mining, type mapping, liner, non-liner and neuron-fuzzy approaches to handle customer complaints, identify key customers in the context of business values, define problem significance and issues impact factors, coupled with i-CRM recommendations to help organizations to achieve customer satisfaction through transformation of the customer complaints to organizational opportunities and business development strategies

    INTERVAL TYPE-2 FUZZY MODEL FOR CUSTOMER COMPLAINT HANDLING

    Get PDF
    Complaint management system (CMS) has become increasingly important for organizations, businesses, and government in Malaysia. The interaction between customers and business provider based on complaints which referring to perceptions and wording involves uncertainties and not an easy task in complaint handling process to rank the complaint

    Service Experience in an Innovation Context

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    Service researchers and practitioners have repeatedly claimed that customer service experiences are essential to all businesses. Therefore comprehension of how service experience is characterised in research is an essential element for its further development through research. The importance of greater in-depth understanding of the phenomenon of service experience has been acknowledged by several researchers, such as Carú and Cova and Vargo and Lusch. Furthermore, Service-Dominant (S-D) logic has integrated service experience to value by emphasising in its foundational premises that value is phenomenologically (experientially) determined. The present study analyses how the concept of service experience has been characterised in previous research. As such, it puts forward three ways to characterise it in relation to that research: 1) phenomenological service experience relates to the value discussion in S-D logic and interpretative consumer research, 2) process-based service experience relates to understanding service as a process, and 3) outcome-based service experience relates to understanding service experience as one element in models linking a number of variables or attributes to various outcomes. Focusing on the phenomenological service experience, the theoretical purpose of the study is to characterise service experience based on the phenomenological approach. In order to do so, an additional methodological purpose was formulated: to find a suitable methodology for analysing service experience based on the phenomenological approach. The study relates phenomenology to a philosophical Husserlian and social constructionist tradition studying phenomena as they appear in our experience in a social context. The study introduces Event-Based Narrative Inquiry Technique (EBNIT), which combines critical events with narratives and metaphors. EBNIT enabled the analysis of lived and imaginary service experiences as expressed in individual narratives. The study presents findings of eight case studies within service innovation of Web 2.0, mobile service, location aware service and public service in the municipal sector. Customers’ and service managers’ stories about their lived private and working lifeworld were the foundation for their ideal service experiences. In general, the thesis finds that service experiences are (1) subjective, (2) context-specific, (3) cumulative, (4) partially socially constructed, (5) both lived and imaginary, (6) temporally multiple-dimensional, and (7) iteratively related to perceived value. In addition to customer service experience, the thesis brings empirical evidence of managerial service experience of front-line managers experiencing the service they manage and develop in their working lifeworld. The study contributes to S-D logic, service innovation and service marketing and management in general by characterising service experience based on the phenomenological approach and integrating it to the value discussion. Additionally, the study offers a methodological approach for further exploration of service experiences. The study discusses managerial implications in conjunction with the case studies and discusses them in relation to service innovation

    Evolving e-learning : Contributions and evaluations of the learning blend for higher education

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    This thesis addresses research on the introduction, use and effectiveness of Virtual Learning Environments (VLEs), learning resource supports and experiences of applying these as blended learning supports for modules and programmes in universities. The author's five selected papers, which span seven years, address these perspectives and outline experiences of how student feedback can inform design of the learning blend and the effects on student learning experiences in business higher education. The papers relate to linked strands of enquiry within the set of publications, namely: Web-based Learning Supports for Higher Education; Web-based administrative supports and Infrastructure Issues for Higher Education; Developing e-resources for Higher Education Virtual Learning Environments (VLEs); Use of e-Learning resources and VLEs to support action learning for postgraduate students in Higher Education; Developing models to evaluate Student Satisfaction. The contribution to knowledge consists of a foundation for understanding new skills and competences for digital supports as they contribute to blended learning environments and in their support of different learning approaches and for a range of historical approaches that evolve to currently used methods in strategy, design; infrastructure; student feedback/assessment issues. Also evaluations undertaken in support of the papers demonstrate how academics and students behave, relate and learn in digital media, including resource provision and perspectives on how instructors' can promote blended, problem-based and action learning. The papers present the development of a series of evaluation models that have proven to be robust in terms of adapting to changes in the support of VLEs, the differing blends and the approaches to learning. The models are flexible enough to incorporate the variable elements of a full range of philosophical stances to evaluations, where necessity requires

    The role of ethnicity in consumer evaluation of services : a study of retail banking in the UK

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    Research looking at ethnicity and aspects of consumer financial behaviour in the UK suggests that ethnicity is overlooked among bank marketers, hence ignoring the potential marketing opportunities posed by the continuing existence of ethnic groups in the market place. This study aimed to understand the role played by ethnicity in shaping consumers' perceptions of service in the context of retail banking. This study employed a qualitative exploratory approach, and adopted an interpretative and subjective stance with emphasis on meaning and experience. Data were collected from 30 individuals via in-depth ethnographic and phenomenological interviews over a two-stage process looking at ethnicity and services evaluation respectively. The interest here was to develop a description of the context in which ethnicity takes place, and to see how these meanings may come together to influence a consumption experience (services evaluation). The data were analysed by seeking and identifying common themes, to develop a description of how the phenomena (ethnicity and service evaluation) are experienced by informants and to determine the interrelationships between the concept of ethnicity and services evaluation. The empirical evidence showed that the meanings associated with the concept of ethnicity for the informants of this study centred on three major elements of identity, culture and perceived discrimination and prejudice. These elements were further operationalised as an ethnic experience script that customers brought to the service encounter. The ethnic experience script formed one of the bases for the perception of service, especially when there was a service failure. The perception of service was tied to the script, in that, the script largely determined which of a respondent's previous experiences gained from being a member of an ethnic group and not of the service per se was relevant in judging the service encounter. This thesis argues against the assumption made in the service evaluation literature that standards used as references by consumers are mostly bound to the knowledge relating the specific service category with which the customer is involved. This study's contribution is that there are other contextual knowledge representations (information not necessarily gained/tied to the existing service). One example is the ethnic experience script, which influences perceptions of service in addition to the traditionally modelled antecedents (for example in comparison with norms). A key research implication that arises for this study is that understanding the role of ethnicity in service evaluation requires knowledge, not only of the attributes of a service. But also, the psychological and experientially determined ways by which ethnicity may shape the perception and interpretation of a service experience

    Semantic discovery and reuse of business process patterns

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    Patterns currently play an important role in modern information systems (IS) development and their use has mainly been restricted to the design and implementation phases of the development lifecycle. Given the increasing significance of business modelling in IS development, patterns have the potential of providing a viable solution for promoting reusability of recurrent generalized models in the very early stages of development. As a statement of research-in-progress this paper focuses on business process patterns and proposes an initial methodological framework for the discovery and reuse of business process patterns within the IS development lifecycle. The framework borrows ideas from the domain engineering literature and proposes the use of semantics to drive both the discovery of patterns as well as their reuse

    Values and value in design

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    Relatively little is known about how concepts of human values and value interact during the construction design process. Whilst researchers of value management have expounded in this context upon the complexity of the design process, problem-solving and sense-making, little is said about the alignment and reconciliation of multiple-stakeholder values and value judgements. An abductive reasoning and a grounded theory approach was adopted that iterated between literature and empirical observation to obtain new insights. The initial phase created a values and value framework and Value in Design (VALiD) approach through seven unstructured interviews, a design workshop, four Schwartz Values Surveys (with 545 participants) and 55 semi-structured interviews. The values and value parts were then separately implemented, developed and validated through action research on five live education capital projects, involving over 250 participants. Subsequently, a middle-range theory of values and value is proposed through theoretical triangulation. This draws on seven related theories to provide greater explanatory pluralism, uncover hidden phenomena and enable convergence. The research findings are significant in focusing soft value management on underlying stakeholder values and subjective value judgements. A more nuanced and intertwined relationship between stakeholder values, attitudes, behaviours and qualities during the design process is offered that promotes compromise and sense-making

    Management accounting and value creation

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    This thesis presents an exploration of a branch of contemporary management accounting practice that is concerned with creating value for an organisation. Scholars within management accounting have highlighted the impact that such techniques have had in changing the practical landscape of organisational practices, but that paradoxically, there is a lack of corresponding empirical and theoretical knowledge about them. Therefore, this thesis examines these contemporary practices: firstly in a theoretical manner, through an examination of underlying theoretical influences, and secondly in practical contexts by analysing two case studies of implementation. The case studies adopt a critical realist framework to examine the extent and effects of accounting change stemming from the implementation of contemporary practice, arguing that within the case study organisations contemporary practices are not as divergent in their use as presented within the extant management accounting literature. Instead, empirical findings suggest that contemporary practices are representative of an extension of traditional management accounting logic. By utilising critical realism, an exploration of the socio-political context of these contemporary practices is also considered
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