Abstract: The objective of the article was to identify the impacts of gamification on customers' behaviour. The most important applications of games in marketing and mechanisms of gamification are presented in the article. A detailed analysis of the influence of gamification on customers using two brands, Foursquare and Nike, was also presented. Research studies using auditory survey methods were carried out among 176 young respondents, who are potential targets of gamification. The studies confirmed a huge participation of young people in customer loyalty programs with relatively low participation in other gamificationbased marketing activities. The research findings clearly indicate that gamification mechanisms are the most attractive.
Abstract: Entrepreneurs face different sort of difficulties
especially with customers, organizations and employees. Emotional
intelligence which is the ability to understand and control the
emotions is an important factor to help entrepreneurs end up
challenges to the result they prefer. So it is assumed that
entrepreneurs especially those who have passed the first challenging
years of starting a new business, have high emotional intelligence. In
this study the Iranian established entrepreneurs have been surveyed.
According to Iran Gem 2014 report the percentage of established
entrepreneur in Iran is 10.92%. So by using Cochran sample formula
(1%) 96 Iranian established entrepreneurs have been selected and
Emotional intelligence appraisal questionnaire distributed to them.
The SPSS19 result shows high emotional intelligence in Iranian
established entrepreneurs.
Abstract: In our research we aimed to test a managerial
approach for the fuzzy front end (FFE) of innovation by creating
controlled experiment/ business case in a breakthrough innovation
development. The experiment was in the sport industry and covered
all aspects of the customer discovery stage from ideation to
prototyping followed by patent application. In the paper we describe
and analyze mile stones, tasks, management challenges, decisions
made to create the break through innovation, evaluate overall
managerial efficiency that was at the considered FFE stage.
We set managerial outcome of the FFE stage as a valid product
concept in hand. In our paper we introduce hypothetical construct
“Q-factor” that helps us in the experiment to distinguish quality of
FFE outcomes.
The experiment simulated for entrepreneur the FFE of innovation
and put on his shoulders responsibility for the outcome of valid
product concept. While developing managerial approach to reach the
outcome there was a decision to look on product concept from the
cognitive psychology and cognitive science point of view. This view
helped us to develop the profile of a person whose projection (mental
representation) of a new product could optimize for a manager or
entrepreneur FFE activities. In the experiment this profile was tested
to develop breakthrough innovation for swimmers. Following the
managerial approach the product concept was created to help
swimmers to feel/sense water. The working prototype was developed
to estimate the product concept validity and value added effect for
customers.
Based on feedback from coachers and swimmers there were strong
positive effect that gave high value for customers, and for the
experiment – the valid product concept being developed by proposed
managerial approach for the FFE.
In conclusions there is a suggestion of managerial approach that
was derived from experiment.
Abstract: The value co-creation has gained much attention in
sales research, but less is known about how salespeople and
customers interact in the authentic business to business (B2B) sales
meetings. The study presented in this paper empirically contributes to
existing research by presenting authentic B2B sales meetings that
were video recorded and analyzed using observation and qualitative
content analysis methods. This paper aims to study key elements of
successful sales interactions between salespeople and customers/
buyers. This study points out that salespeople are selling value rather
than the products or services themselves, which are only enablers in
realizing business benefits. Therefore, our findings suggest that
promoting and easing open discourse is an essential part of a
successful sales encounter. A better understanding of how
salespeople and customers successfully interact would help
salespeople to develop their interpersonal sales skills.
Abstract: Electronic Word-Of-Mouth (eWOM) communities
represent today an important source of information in which more
and more customers base their purchasing decisions. They include
thousands of reviews concerning very different products and services
posted by many individuals geographically distributed all over the
world. Due to their massive audience, eWOM communities can help
users to find the product they are looking for even if they are less
popular or rare. This is known as the long tail effect, which leads to a
larger number of lower-selling niche products. This paper analyzes
the long tail effect in a well-known eWOM community and defines a
tool for finding niche products unavailable through conventional
channels.
Abstract: Offering a Product-Service System (PSS) is a
well-accepted strategy that companies may adopt to provide a set of
systemic solutions to customers. PSSs were initially provided in a
simple form but now take diversified and complex forms involving
multiple services, products and technologies. With the growing
interest in the PSS, frameworks for the PSS development have been
introduced by many researchers. However, most of the existing
frameworks fail to examine various relations existing in a complex
PSS. Since designing a complex PSS involves full integration of
multiple products and services, it is essential to identify not only
product-service relations but also product-product/ service-service
relations. It is also equally important to specify how they are related
for better understanding of the system. Moreover, as customers tend to
view their purchase from a more holistic perspective, a PSS should be
developed based on the whole system’s requirements, rather than
focusing only on the product requirements or service requirements.
Thus, we propose a framework to develop a complex PSS that is
coordinated fully with the requirements of both worlds. Specifically,
our approach adopts a multi-domain matrix (MDM). A MDM
identifies not only inter-domain relations but also intra-domain
relations so that it helps to design a PSS that includes highly desired
and closely related core functions/ features. Also, various dependency
types and rating schemes proposed in our approach would help the
integration process.
Abstract: MSMEs are regarded as the sunrise sector of the
Indian economy in view of its large potential for growth and likely
socio economic impact specifically on employment and income
generation. In today’s competitive business environment, global
competition forces companies to continuously seek ways of
improving their products and services. The pressure on organizations
to adapt to new technologies and external threats requires
resourcefulness, creativity and innovation. Market has become more
open, competitive and customers more demanding. Without
continuous technology innovation, no organization can ever remain
competitive. Innovations reflect a critical way in which organizations
respond to either technological or market challenges. The need of the
market is to deliver high quality products through continuous
changing in features in product, improve existing products, reduce
their cost, and improve employee skills, training, technology
infrastructure and financial policies. Therefore, the key factor of
organization’s ability to change is innovation. The study presents a
detailed review of literature on the role of technology innovation in
improving manufacturing performance of industries.
Abstract: The paper deals with behaviour of the segment 50+ in
the financial market in the Czech Republic. This segment could be
said as the strong market power and it can be a crucial business
potential for financial business units. The main defined objective of
this paper is analysis of the customers´ behaviour of the segment 50-
60 years in the financial market in the Czech Republic and proposal
making of the suitable marketing approach to satisfy their demands in
the area of product, price, distribution and marketing communication
policy. This paper is based on data from one part of primary
marketing research. Paper determinates the basic problem areas as
well as definition of financial services marketing, defining the
primary research problem, hypothesis and primary research
methodology. Finally suitable marketing approach to selected sub
segment at age of 50-60 years is proposed according to marketing
research findings.
Abstract: Due to the rapid increase of Internet, web opinion
sources dynamically emerge which is useful for both potential
customers and product manufacturers for prediction and decision
purposes. These are the user generated contents written in natural
languages and are unstructured-free-texts scheme. Therefore, opinion
mining techniques become popular to automatically process customer
reviews for extracting product features and user opinions expressed
over them. Since customer reviews may contain both opinionated and
factual sentences, a supervised machine learning technique applies
for subjectivity classification to improve the mining performance. In
this paper, we dedicate our work is the task of opinion
summarization. Therefore, product feature and opinion extraction is
critical to opinion summarization, because its effectiveness
significantly affects the identification of semantic relationships. The
polarity and numeric score of all the features are determined by
Senti-WordNet Lexicon. The problem of opinion summarization
refers how to relate the opinion words with respect to a certain
feature. Probabilistic based model of supervised learning will
improve the result that is more flexible and effective.
Abstract: In this paper, we consider the vehicle routing problem
with mixed fleet of conventional and heterogenous electric vehicles
and time dependent charging costs, denoted VRP-HFCC, in which
a set of geographically scattered customers have to be served by a
mixed fleet of vehicles composed of a heterogenous fleet of Electric
Vehicles (EVs), having different battery capacities and operating
costs, and Conventional Vehicles (CVs). We include the possibility
of charging EVs in the available charging stations during the routes
in order to serve all customers. Each charging station offers charging
service with a known technology of chargers and time dependent
charging costs. Charging stations are also subject to operating time
windows constraints. EVs are not necessarily compatible with all
available charging technologies and a partial charging is allowed.
Intermittent charging at the depot is also allowed provided that
constraints related to the electricity grid are satisfied.
The objective is to minimize the number of employed vehicles and
then minimize the total travel and charging costs.
In this study, we present a Mixed Integer Programming Model and
develop a Charging Routing Heuristic and a Local Search Heuristic
based on the Inject-Eject routine with different insertion methods. All
heuristics are tested on real data instances.
Abstract: This study examines several critical dimensions of eservice
quality overlooked in the existing literature and proposes a
model and instrument framework for measuring customer perceived
e-service quality in the banking sector. The initial design was derived
from a pool of instrument dimensions and their items from the
existing literature review by content analysis. Based on focused
group discussion, nine dimensions were extracted. An exploratory
factor analysis approach was applied to data from a survey of 323
respondents. The instrument has been designed specifically for the
banking sector. Research data was collected from bank customers
who use electronic banking in a developing economy. A nine-factor
instrument has been proposed to measure the e-service quality. The
instrument has been checked for reliability. The validity and sample
place limited the applicability of the instrument across economies and
service categories. Future research must be conducted to check the
validity. This instrument can help bankers in developing economies
like India to measure the e-service quality and make improvements.
The present study offers a systematic procedure that provides insights
on to the conceptual and empirical comprehension of customer
perceived e-service quality and its constituents.
Abstract: It is widely believed that mobile device is a promising technology for lending the opportunity for the third wave of electronic commerce. Mobile devices have changed the way companies do business. Many applications are under development or being incorporated into business processes. In this day, mobile applications are a vital component of any industry strategy.One of the greatest benefits of selling merchandise and providing services on a mobile application is that it widens a company’s customer base significantly.Mobile applications are accessible to interested customers across regional and international borders in different electronic business (e-business) area. But there is a dark side to this success story. The security risks associated with mobile devices and applications are very significant. This paper introduces a broad risk analysis for the various threats, vulnerabilities, and risks in mobile e-business applications and presents some important risk mitigation approaches. It reviews and compares two different frameworks for security assurance in mobile e-business applications. Based on the comparison, the paper suggests some recommendations for applications developers and business owners in mobile e-business application development process.
Abstract: The purpose of this study is to examine the possible
link between employee and customer satisfaction. The service
provided by employees, help to build a good relationship with
customers and can help at increasing their loyalty. Published data for
job satisfaction and indicators of customer services of banks were
gathered from relevant published works which included data from
five different countries. The scores of customers and employees
satisfaction of the different published works were transformed and
normalized to the scale of 1 to 100. The data were analyzed and a
regression analysis of the two parameters was used to describe the
link between employee’s satisfaction and customer’s satisfaction.
Assuming that employee satisfaction has a significant influence on
customer’s service and the resulting customer satisfaction, the
reviewed data indicate that employee’s satisfaction contributes
significantly on the level of customer satisfaction in the Banking
sector. There was a significant correlation between the two
parameters (Pearson correlation R2=0.52 P
Abstract: In this article, we have elaborated a study over the
nature of financial intermediation in Islamic banks by comparison to
those of conventional ones. We have found a striking difference
between two kinds of intermediation. We tried, from another side, to
study the relationship between the capital level and deficiency risk
relying on econometric model, and we have obtained a positive and
significant relation between the capital and the deficiency risk for the
conventional banks. This means that when the capital of these banks
increases, the deficiency risk increases as well. In return, since the
Islamic banks are constrained to respect the Sharia Committee as well
as customers’ demands that may, in certain contracts, choose to
invest their capitals in projects they are interested in. These
constraints have as effects to reduce the deficiency risk even when
the capital increases.
Abstract: Environmental management implementation is
presently one of the ways of organization success and value
improvement. Increasing an organization motivation to
environmental measures introduction is caused primarily by the rising
pressure of the society that generates various incentives to endeavor
for the environmental performance improvement.
The aim of the paper is to identify and characterize the key
incentives and expectations leading organizations to the
environmental management implementation. The author focuses on
five businesses of different size and field, operating in the Czech
Republic. The qualitative approach and grounded theory procedure
are used in research.
The results point out that the significant incentives for
environmental management implementation represent primarily
demands of customers, the opportunity to declare the environmental
commitment and image improvement. The researched enterprises less
commonly expect the economical contribution, competitive
advantage increase or export rate improvement. The results show that
marketing contributions are primarily expected from the
environmental management implementation.
Abstract: Communicating and managing customers’
requirements in software development projects play a vital role in the
software development process. While it is difficult to do so locally, it
is even more difficult to communicate these requirements over
distributed boundaries and to convey them to multiple distribution
customers. This paper discusses the communication of multiple
distribution customers’ requirements in the context of customised
software products. The main purpose is to understand the challenges
of communicating and managing customisation requirements across
distributed boundaries. We propose a model for Communicating
Customisation Requirements of Multi-Clients in a Distributed
Domain (CCRD). Thereafter, we evaluate that model by presenting
the findings of a case study conducted with a company with
customisation projects for 18 distributed customers. Then, we
compare the outputs of the real case process and the outputs of the
CCRD model using simulation methods. Our conjecture is that the
CCRD model can reduce the challenge of communication
requirements over distributed organisational boundaries, and the
delay in decision making and in the entire customisation process
time.
Abstract: Due to the importance of ports to trade and economic
development of the regions in which they are inserted, in recent
decades the number of studies devoted to this subject has increased.
Part of these studies considers the ports as business agglomerations
and focuses on port governance. This is an important approach since
the port performance is the result of activities performed by actors
belonging to the port-logistics chain, which need to be properly
coordinated. This coordination takes place through a port governance
model. Given this context, this study aims to analyze the governance
model of the port of Santos from the perspective of port customers.
To do this, a closed-ended questionnaire based on a conceptual model
that considers the key dimensions associated with port governance
was applied to the international freight forwarders that operate in the
port. The results show the applicability of the considered model and
highlight improvement opportunities to be implemented at the port of
Santos.
Abstract: E-service quality plays a significant role to achieve
success or failure in any organization, offering services online. It will
increase the competition among the organizations, to attract the
customers on the basis of the quality of service provided by the
organization. Better e-service quality will enhance the relationship
with customers and their satisfaction. So the measurement of eservice
quality is very important but it is a complex process due to
the complex nature of services. Literature predicts that there is a lack
of universal definition of e-service quality. The e-service quality
measures in banking have great importance in achieving high
customer base. This paper proposes a conceptual model for
measuring e-service quality in Indian Banking Industry. Nine
dimensions reliability, ease of use, personalization, security and trust,
website aesthetic, responsiveness, contact and fulfillment had been
identified. The results of this paper may help to develop a proper
scale to measure the e-service quality in Indian Banking Industry,
which may assist to maintain and improve the performance and
effectiveness of e-service quality to retain customers.
Abstract: In today’s highly competitive, dynamic and
technology driven business circumstances, marketers are under
steady pressure to deliver the best. Organizations are continuously
improving and upgrading themselves to meet customer expectations
and demands. Technology has not only changed the way in which
business is done in modern times but has also transformed the way to
reach out to target audience. Marketers have identified most recent
media options to communicate and convince potential customers.
Numerous scholars have studied the research domain of advertising
and have tried to recognize different measures of advertisement
effectiveness in context of various media. The objective of this paper
is to critically review accessible literature on advertisement
effectiveness in context of varied advertising media, recognize major
gaps in the literature and identify future research prospects on the
basis of critical analysis of literature.
Abstract: The use of mobile phones is growing tremendously all
over the world. In Tanzania there are a number of operators licensed
by Tanzania Communications Regulatory Authority (TCRA) aiming
at attracting customers into their networks. So far
telecommunications market competition has been very stiff. Various
measures are being taken by mobile operators to survive in the
market. Such measure include introducing of different air time
bundles on daily, weekly and monthly at lower tariffs. Other
measures include the introduction of normal tariff, tourist package
and one network. Despite of all these strategies, there is a dynamic
competition in the market which needs to be explored. Some
influences which attract customers to choose a certain mobile
operator are of particular interest. This paper is investigating if the
network effects and Quality of Services (QoS) influence mobile
customers in selection of their mobile network operators. Seventy
seven students from high learning institutions in Dodoma
Municipality in Tanzania participated in responding to prepared
questionnaires. The data was analyzed using Statistical Package for
Social Science (SPSS) Software. The results indicate that, network
coverage does influence customers in selection of mobile operators.
In addition, this paper proposes further research in some areas
especially where the study came up with different findings from what
the theory has in place.