846 research outputs found

    Effect of Relationship Quality and Cost to Serve on Customer Value in Business Market

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    Traditionally, marketers have assumed that investing in the quality of relationships with customers would generate superior profitability to the selling firm. The assumption is that coordination and collaboration between buyer and seller create value for both firms by reducing costs and expanding revenue opportunities. However, such value creation mechanism does not work every time. Closer relationships require customer specific investments and a higher level of service that may create more cost to the seller than the potential gain in revenue, negatively impacting profitability of the selling firm. This research explores the effect of buyer-seller relationship quality on value creation for the selling firm, emphasizing the understanding of costs associated with serving the relationship. Two studies were conducted: Study 1 qualitatively examines the cost associated with serving customers and estimates actual cost-to-serve for individual customers. Study 2 measures the quality of customer relationships, past customer profitability and customer lifetime value for each customer relationship in the proposed sample. Finally, the effect of RQ on customer lifetime value is evaluated. Results suggest that investing in customer relationships have an effect on the drivers of customer cost and profitability. However, the net effect on customer value is not as clear as it depends on the trade offs of the different drivers of cost and profit

    COVID-19 crisis and resilience: challenges for the insurance sector

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    The main role of the insurance sector is the coverage of risks through pooling techniques. Against the payment of a premium, the insurance company compensates for unexpected losses, including catastrophic events and pandemics. However, differently from a catastrophic event, the COVID-19 pandemic has highlighted that the global impact on economic and financial activities is highly correlated. The insurance sector itself has been strongly affected both by the exponential growth of claims in the life and non-life sectors and by the negative impact on financial activities. Past experiences in pandemic risk management have been unsuccessful. This paper retraces the instruments issued following the past pandemics and tries to reflect on how the insurance sector can implement innovative solutions to support post-pandemic resilience

    Efficient audit strategies for defined benefit pension plans

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    The aim of this paper is to describe efficient audit strategies for the the risk management of defined benefit pension plans

    Influence of High-Productivity Process Parameters on the Surface Quality and Residual Stress State of AISI 316L Components Produced by Directed Energy Deposition

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    The production of large components is one of the most powerful applications of laser powder-directed energy deposition (LP-DED) processes. High productivity could be achieved, when focusing on industrial applications, by selecting the proper process parameters. However, it is of crucial importance to understand the strategies that are necessary to increase productivity while maintaining the overall part quality and minimizing the need for post-processing. In this paper, an analysis of the dimensional deviations, surface roughness and subsurface residual stresses of samples produced by LP-DED is described as a function of the applied energy input. The aim of this work is to analyze the effects of high-productivity process parameters on the surface quality and the mechanical characteristics of the samples. The obtained results show that the analyzed process parameters affect the dimensional deviations and the residual stresses, but have a very little influence on surface roughness, which is instead dominated by the presence of unmelted particles

    On the quality of unsupported overhangs produced by laser powder bed fusion

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    One of the main design constraints for additive manufacturing is the definition of downward-facing surfaces, which can lead to problems, like part failing or warping, during construction and poor surface quality. In this paper, a specific index has been defined to represent the surface quality of the downward-facing surfaces induced by the laser powder bed fusion (L-PBF) process. In order to validate the quality index, a design of experiment (DoE) that considers geometric parameters of the overhangs has been defined and carried out, and the quality of resulting surfaces has been evaluated using an optical scanning system. The statistical analysis (ANOVA) has allowed identifying the relationships between significant geometrical parameters and the quality index here proposed
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