Sensing distress – towards a blended method for detecting and responding to problematic customer experience events

Excellent Customer Experience (CE) is a strategic priority for many large service organisations in a competitive marketplace. CE should be seamless, and in most cases it is, with customers ordering, paying for and receiving services that align with their expectations. However, in rare cases, an exceptional process event leads to service delivery delay or failure, and both the customer and organ-isation end up in complex recovery situations as a result. Unless this recovery is handled effectively inefficiency, avoidable costs and brand damage can result. So how can organisations sense when these problems are occurring and how can they respond to avoid these negative consequences? Our paper proposes a blended methodology where process mining and qualitative user research com-bine to give a holistic picture of customer experience issues, derived from a par-ticular customer case study. We propose a theoretical model for detecting and responding to customer issues, and discuss the challenges and opportunities of such a model when applied in practice in large service organisations

Strong negative self regulation of Prokaryotic transcription factors increases the intrinsic noise of protein expression

Background Many prokaryotic transcription factors repress their own transcription. It is often asserted that such regulation enables a cell to homeostatically maintain protein abundance. We explore the role of negative self regulation of transcription in regulating the variability of protein abundance using a variety of stochastic modeling techniques. Results We undertake a novel analysis of a classic model for negative self regulation. We demonstrate that, with standard approximations, protein variance relative to its mean should be independent of repressor strength in a physiological range. Consequently, in that range, the coefficient of variation would increase with repressor strength. However, stochastic computer simulations demonstrate that there is a greater increase in noise associated with strong repressors than predicted by theory. The discrepancies between the mathematical analysis and computer simulations arise because with strong repressors the approximation that leads to Michaelis-Menten-like hyperbolic repression terms ceases to be valid. Because we observe that strong negative feedback increases variability and so is unlikely to be a mechanism for noise control, we suggest instead that negative feedback is evolutionarily favoured because it allows the cell to minimize mRNA usage. To test this, we used in silico evolution to demonstrate that while negative feedback can achieve only a modest improvement in protein noise reduction compared with the unregulated system, it can achieve good improvement in protein response times and very substantial improvement in reducing mRNA levels. Conclusions Strong negative self regulation of transcription may not always be a mechanism for homeostatic control of protein abundance, but instead might be evolutionarily favoured as a mechanism to limit the use of mRNA. The use of hyperbolic terms derived from quasi-steady-state approximation should also be avoided in the analysis of stochastic models with strong repressors

Driven to excess? Linking calling, character and the (mis)behaviour of marketers

We are presently at a point of unique circumstantial convergence where recession, an increased emphasis on business ethics, and marketer’s reluctance to accept shifting social agendas have combined to identify the need for a new approach to marketing. Using concepts from the human resources, marketing and psychology literatures, and especially Erich Fromm’s ideas concerning economic character, this paper posits that marketers – as a professional community – are driven to promote consumerist outcomes; victims of an automaton amalgam of calling and character. The analysis suggests the vulnerability of both marketer and consumer are mutually reinforcing and that we need, somehow, to break this damaging cycle of dependence. We know little, however, about how marketers think and feel about their discipline, so this paper also promotes an agenda for marketer behaviour research, as a countervailing balance to a currently disproportionate focus on the consumer

The determinants of electronic payment systems usage from consumers’ perspective

Electronic Payment Systems (EPS) have been improving individuals’ quality of life through providing ease of payment for online transactions. The effects of trust and security on the use of EPS have long been recognised in e-commerce literature. However, very few studies have examined these two concepts from the viewpoint of users. This study has developed a conceptual model to examine the determinants of perceived security and trust as well as the impact of perceived security and trust on the use of EPS. A sample of 299 respondents was analysed through structural equation modelling (SEM); the findings indicate that both perceived security and trust have a significant influence on EPS use. Technical protection and past experience have been found to be the common determinants of perceived security and trust. Managerial implications of the findings are discussed in light of the study’s limitations and suggestions for further research indicated

Implementing, monitoring and measuring a programme of relationship marketing

This single, embedded case study examined the marketing activities of Flensted Catering A/S, a Danish food company. The case is the first one in a series of case studies constituting a larger research project with the overall objective of understanding how to implement relationship marketing, how to monitor the outputs and how to measure the returns. In 1996, the company embarked on a three-phase programme directed at building relations with customers. As a prelude to the implementation, Flensted Catering A/S conducted focus groups and issued questionnaires to determine customer perceptions of how the company could meliorate its performance. Subsequently, the Danish firm established project teams, instituted customer-focused staff training and sought to improve communications with customers. Following the implementation, the monitoring revealed that Flensted Catering A/S was rated as a better supplier by 43 per cent of its customers and that customer retention had risen to 94 per cen

Relationship Bonds and Customer Loyalty: A Study Across Different Service Contexts

The benefits of customer relationship strategies are well known and somewhat established nowadays. Customer loyalty emerges as the crucial glue in developing a relational approach. However, relational bonds, which relate to customer loyalty, have not yet been fully explored. Also, there is little research that takes into account the effect of service types on customer relationships and bonding. This paper develops a conceptual framework based on previous literature with a complete set of different relational bonds and examines its influence on customer loyalty across search, experience and credence services through a survey-based empirical study, with a sample of 233 consumers. The results provide guidance to managers to differentiate customer relationship strategies according to each specific service context