SHOULD WE DIFFERENTIATE BETWEEN BUSINESS AND PRIVATE CUSTOMERS?

The literature on how customers make their service-provider choices largely distinguishes between private and business customers, and companies’ offerings have been separated accordingly. This study takes a closer look at the possible differences between these two customer categories. The results are explorative and based on both qualitative and quantitative studies focusing on customers’ actual behavior. The findings show that it is not only job-related aspects such as “being able to work” that influence business travel, and that private matters such as “time with the family” are clearly of equal significance in the choice situation. Price perception is important, but only when it is set against the appropriate social costs. The contradiction appears in the airlines’ offers to these customers, which are generally specifically job related. The results of the present study show that most business customers are, in fact, “private customers”.air travel, customer relationships, business-to-business relationships, preferences, choice, service

Smooth potentials with prescribed boundary behaviour

This paper examines when it is possible to find a smooth potential on a C1 domain D with prescribed normal derivatives at the boundary. It is shown that this is always possible when D is a Liapunov-Dini domain, and this restriction on D is essential. An application concerning C1 superharmonic extension is given

Determining Attribute Importance in a Service Satisfaction Model

Determining the importance that customers place on the product and service attributes that drive their satisfaction with, and loyalty to, service providers is an essential part of a firm’s resource allocation process. An unsettled issue is whether importance measures should come directly from customers or be derived statistically and, if so, how. The authors compare direct importance ratings with a variety of methods for statistically deriving attribute importance in a customer satisfaction model. Using three data sets, the methods are compared on criteria that include their ability to explain variation in satisfaction, to identify customers’ more important attributes, and to be interpretable. The findings suggest that because each of the tested methods has its strengths and weaknesses, it is essential to choose a method that is compatible with the research goals and context

Measuring and Managing the Satisfaction-Loyalty-Performance Links at Volvo

In this paper a general framework is developed for linking measures from quality to business performance via customer satisfaction and loyalty. The authors illustrate how the framework has been applied at Volvo Car Corporation. The example shows that it is possible to establish where a company should focus its improvement efforts in order to make it pay off. In this example Volvo gains a greater number of loyal customers who spend more money with the company

Фармакогностический анализ сабельника болотного

АВТОРЕФЕРАТЫ ДИССЕРТАЦИЙБИОЛОГИЧЕСКИ АКТИВНЫЕ ВЕЩЕСТВАЛЕКАРСТВЕННЫЕ СРЕДСТВАРАСТЕНИЯ ЛЕКАРСТВЕННЫЕРАСТИТЕЛЬНОЕ ЛЕКАРСТВЕННОЕ СЫРЬЕСАБЕЛЬНИК БОЛОТНЫЙФАРМАКОГНОЗИЯФАРМАКОЛОГИЯФИТОПРЕПАРАТЫХИМИЯ ФАРМАЦЕВТИЧЕСКА

(Di)lepton physics with ALICE

Physics perspectives with(di)lepton measurements with the ALICE detector at the LHC are reviewed. Special emphasis is placed on heavy flavor physics.Comment: 4 pages, 1 figure, 18th International Conference on Ultrarelativistic Nucleus-Nucleus Collisions : Quark Matter 2005, Budapest, Hongrie, Ao\^{u}t 2005, submitted to Nuclear Physic