Abstract: This study is a descriptive-normative research. It
attempted to investigate the restaurants’ firm performance in terms of
the customers and restaurant personnel’s degree of satisfaction. A
total of 12 restaurants in Bangkok, Thailand that offer Thai cuisine
were included in this study. It involved 24 stockholders/managers,
120 subordinates and 360 customers. General Managers and
restaurants’ stockholders, 10 staffs, and 30 costumers for each
restaurant were chosen for random sampling. This study found that
respondents are slightly satisfied with their work environment but are
generally satisfied with the accessibility to transportation, to malls,
convenience, safety, recreation, noise-free, and attraction; customers
find the Quality of Food in most Thai Cuisines like services, prices of
food, sales promotion, and capital and length of service satisfactory.
Therefore, both stockholder-related and personnel-related factors
which are influenced by restaurant, personnel, and customer-related
factors are partially accepted whereas; customer-related factors which
are influenced by restaurant, personnel and customer-related factors
are rejected.
Abstract: Service innovations are central concerns in fast
changing environment. Due to the fitness in customer demands and
advances in information technologies (IT) in service management, an
expanded conceptualization of e-service innovation is required.
Specially, innovation practices have become increasingly more
challenging, driving managers to employ a different open innovation
model to maintain competitive advantages. At the same time, firms
need to interact with external and internal customers in innovative
environments, like the open innovation networks, to co-create values.
Based on these issues, an important conceptual framework of e-service
innovation is developed. This paper aims to examine the contributing
factors on e-service innovation and firm performance, including
financial and non-financial aspects. The study concludes by showing
how e-service innovation will play a significant role in growing the
overall values of the firm. The discussion and conclusion will lead to a
stronger understanding of e-service innovation and co-creating values
with customers within open innovation networks.
Abstract: Modern retailers such as hypermarket/supermarket
need to be more customer-oriented in order to survive in today-s
competitive business world. As a result, the investigation of
determinant factors of store loyalty becomes important issue for
modern retailing players. This study suggests that consumers- store
loyalty in the modern retailing market (hypermarkets and
supermarkets) is influenced by environmental factors (such as store
image, store personnel). Using a model of stimulus-organismresponse
(S-O-R), this research examines S-R relationship of store
loyalty. S-O-R framework is derived from the existence literature and
tested empirically based on Indonesian consumers- experience. The
stimuli for this study are store image, store personnel, satisfaction
and culture factors. Affect, or the consumers- liking to modern
retailing stores, mediates the chosen environmental factors on
consumer-s store loyalty. The findings showed that store image, store
satisfaction and culture have significant positive relationship to store
loyalty via affect.
Abstract: Complaints today have the ability to retain
customer loyalty using state of the art systems and strategies
in customer relationship management to analyze and respond
to a plethora of customer perception. The Majority of
companies are not aware of the beneficiary utilization of
customer complaints for the sake of quality improvements.
Also, some companies have problems determining how
resolution of complaints can be profitable. In this study, we
will define the problems and ascertain the importance of
customer management system on the companies. Furthermore,
we will determine the impact of such a system on efficiency,
confidence, profitability and customer complaints. Eventually,
we will develop methods and address the issues. In this paper,
we used an open-ended questionnaire and distributed that to
30 randomly chosen respondents which were the passengers in
an airport. We also define three hypotheses for our study and
we will validate each of them. Then using frequency, Chi-
Square and quality control method we optimized the size of
customers- negative feedback and improved the process of
customer retention.
Abstract: In this era of competitiveness, there is a growing need for supply chains also to become competitive enough to handle pressures like varying customer’s expectations, low cost high quality products to be delivered at the minimum time and the most important is throat cutting competition at world wide scale. In the recent years, supply chain competitiveness has been, therefore, accepted as one of the most important philosophies in the supply chain literature. Various researchers and practitioners have tried to identify and implement strategies in supply chains which can bring competitiveness in the supply chains i.e. supply chain competitiveness. The purpose of this paper is to suggest select strategies for supply chain competitiveness in the Indian manufacturing sector using an integrated approach of literature review and exploratory interviews with eminent professionals from the supply chain area in various industries, academia and research. The aim of the paper is to highlight the important area of competitiveness in the supply chain and to suggest recommendations to the industry and managers of manufacturing sector.
Abstract: DG application has received increasing attention during
recent years. The impact of DG on various aspects of distribution system
operation, such as reliability and energy loss, depend highly on DG
location in distribution feeder. Optimal DG placement is an important
subject which has not been fully discussed yet.
This paper presents an optimization method to determine optimal DG
placement, based on a cost/worth analysis approach. This method
considers technical and economical factors such as energy loss, load point
reliability indices and DG costs, and particularly, portability of DG. The
proposed method is applied to a test system and the impacts of different
parameters such as load growth rate and load forecast uncertainty (LFU)
on optimum DG location are studied.
Abstract: One of the basic concepts in marketing is the concept
of meeting customers- needs. Since customer satisfaction is essential
for lasting survival and development of a business, screening and
observing customer satisfaction and recognizing its underlying
factors must be one of the key activities of every business.
The purpose of this study is to recognize the drivers that effect
customer satisfaction in a business-to-business situation in order to
improve marketing activities. We conducted a survey in which 93
business customers of a manufacturer of Diesel Generator in Iran
participated and they talked about their ideas and satisfaction of
supplier-s services related to its products. We developed the measures
for drivers of satisfaction first by as investigative research (by means
of feedback from executives and customers of sponsoring firm). Then
based on these measures, we created a mail survey, and asked the
respondents to explain their opinion about the sponsoring firm which
was a supplier of diesel generator and similar products. Furthermore,
the survey required the participants to mention their functional areas
and their company features.
In Conclusion we found that there are three drivers for customer
satisfaction, which are reliability, information about product, and
commercial features. Buyers/users from different functional areas
attribute different degree of importance to the last two drivers. For
instance, people from buying and management areas believe that
commercial features are more important than information about
products. But people in engineering, maintenance and production
areas believe that having information about products is more
important than commercial aspects. Marketing experts should
consider the attribute of customers regarding information about the
product and commercial features to improve market share.
Abstract: We present a non standard Euclidean vehicle
routing problem adding a level of clustering, and we revisit the use
of self-organizing maps as a tool which naturally handles such
problems. We present how they can be used as a main operator
into an evolutionary algorithm to address two conflicting
objectives of route length and distance from customers to bus stops
minimization and to deal with capacity constraints. We apply the
approach to a real-life case of combined clustering and vehicle
routing for the transportation of the 780 employees of an
enterprise. Basing upon a geographic information system we
discuss the influence of road infrastructures on the solutions
generated.
Abstract: This research studied about green logistics and the
expected benefit that organization gotten when adapted to green
logistics also the organization concerned about the important activity
in green logistics to apply in implementation from study was found
that the benefit of green logistics that organization was gotten by
logistics management which was the increased efficiency process of
management the product from producer to customer all of reduce
production cost, increased value added save energy and prevented
environment together
From study was found that the organization had green logistics to
apply in logistics activities in supply chain since downstream till
upstream to prevent environment as follow 1). Purchasing process,
trade facilitation enhance such as linking of information technology
during business to business (B2B business). 2). Productions process
improved by business logistics improvement 3). Warehouse
management process such as recycled packaging, moving goods in to
warehouse, transportation goods and inside receiving and delivery
products plan.
Abstract: Technological innovation capability (TIC) is
defined as a comprehensive set of characteristics of a firm that
facilities and supports its technological innovation strategies.
An audit to evaluate the TICs of a firm may trigger
improvement in its future practices. Such an audit can be used
by the firm for self assessment or third-party independent
assessment to identify problems of its capability status. This
paper attempts to develop such an auditing framework that
can help to determine the subtle links between innovation
capabilities and business performance; and to enable the
auditor to determine whether good practice is in place. The
seven TICs in this study include learning, R&D, resources
allocation, manufacturing, marketing, organization and
strategic planning capabilities. Empirical data was acquired
through a survey study of 200 manufacturing firms in the
Hong Kong/Pearl River Delta (HK/PRD) region. Structural
equation modelling was employed to examine the
relationships among TICs and various performance indicators:
sales performance, innovation performance, product
performance, and sales growth. The results revealed that
different TICs have different impacts on different
performance measures. Organization capability was found to
have the most influential impact. Hong Kong manufacturers
are now facing the challenge of high-mix-low-volume
customer orders. In order to cope with this change, good
capability in organizing different activities among various
departments is critical to the success of a company.
Abstract: This study proposes and tests a rescapturing elements of perceived gain and loss that, by perceived value of medical tourism products, influencintention of potential customers. Data from 301 usable qwere tested against the research model using the structmodeling approach. The results indicated that perceivedkey predictor of customer intentions. As for benefimedical quality, service quality and enjoyment wcomponents that significantly influenced the perceptiRegarding sacrifice, the effects of perceived risk on pewere significant. The findings can provide insights intohow destination countries can make medical tourism a wfor themselves and international patients.KeywordsMedical tourism, perceived valueintention.
Abstract: Wimax (Worldwide Interoperability for Microwave Access)
is a promising technology which can offer high speed data,
voice and video service to the customer end, which is presently, dominated
by the cable and digital subscriber line (DSL) technologies.
The performance assessment of Wimax systems is dealt with. The
biggest advantage of Broadband wireless application (BWA) over its
wired competitors is its increased capacity and ease of deployment.
The aims of this paper are to model and simulate the fixed OFDM
IEEE 802.16d physical layer under variant combinations of digital
modulation (BPSK, QPSK, and 16-QAM) over diverse combination
of fading channels (AWGN, SUIs). Stanford University Interim (SUI)
Channel serial was proposed to simulate the fixed broadband wireless
access channel environments where IEEE 802.16d is to be deployed.
It has six channel models that are grouped into three categories
according to three typical different outdoor Terrains, in order to give
a comprehensive effect of fading channels on the overall performance
of the system.
Abstract: As a result of the ever-changing environment and the demands of rganisations- customers, it is important to recognise the importance of some important managerial challenges. It is the sincere belief that failure to meet these challenges, will ultimately contribute to inevitable problems for organisations. This recognition
requires from managers and by implication organisations to be engaged in ethical behaviour, identity awareness and learning organisational behaviour. All these aspects actually reflect on the
importance of intellectual capital as the competitive weapons for
organisations in the future.
Abstract: The purpose of this paper is to explore the relationship
between the customers- issues in company corporate governance and
the financial performance. At the beginning theoretical background
consisting stakeholder theory and corporate governance is presented.
On this theoretical background, the empirical research is built,
collecting data of 60 Czech joint stock companies- boards
considering their relationships with customers. Correlation analysis
and multivariate regression analysis were employed to test the sample
on two hypotheses. The weak positive correlation between
stakeholder approach and the company size was identified. But both
hypotheses were not supported, because there was no significant
relation of independent variables to financial performance.
Abstract: Although current competitive challenges induced by today-s digital economy place their main emphasis on organizational knowledge, customer knowledge has been overlooked. On the other hand, the business community has finally begun to realize the important role customer knowledge can play in the organizational boundaries of the corporate arena. As a result, there is an emerging market for the tools and utilities whose objective is to provide the intelligence for knowledge sharing between the businesses and their customers. In this paper, we present a conceptual model of customer knowledge management by identifying and analyzing the existing tools in the market. The focus will be upon the emerging British dotcom industry whose customer based B2C behavior has been an influential part of the knowledge based intelligence tools in existence today.
Abstract: increased competition and increased costs of
designing made it important for the firms to identify the right
products and the right methods for manufacturing the products. Firms
should focus on customers and identify customer demands directly to
design the right products. Several management methods and
techniques that are currently available improve one or more functions
or processes in an industry and do not take the complete product life
cycle into consideration. On the other hand target costing is a method
/ philosophy that takes financial, manufacturing and customer aspects
into consideration during designing phase and helps firms in making
product design decisions to increase the profit / value of the
company. It uses various techniques to identify customer demands, to
decrease costs of manufacturing and finally to achieve strategic goals.
Target Costing forms an integral part of total product design /
redesign based on strategic plans.
Abstract: Well-developed strategic marketing planning is the essential
prerequisite for establishment of the right and unique competitive
advantage. Typical market, however, is a heterogeneous
and decentralized structure with natural involvement of individual
or group subjectivity and irrationality. These features cannot be
fully expressed with one-shot rigorous formal models based on,
e.g. mathematics, statistics or empirical formulas. We present an
innovative solution, extending the domain of agent based computational
economics towards the concept of hybrid modeling in service
provider and consumer market such as telecommunications. The
behavior of the market is described by two classes of agents -
consumer and service provider agents - whose internal dynamics
are fundamentally different. Customers are rather free multi-state
structures, adjusting behavior and preferences quickly in accordance
with time and changing environment. Producers, on the contrary,
are traditionally structured companies with comparable internal processes
and specific managerial policies. Their business momentum is
higher and immediate reaction possibilities limited. This limitation
underlines importance of proper strategic planning as the main
process advising managers in time whether to continue with more
or less the same business or whether to consider the need for future
structural changes that would ensure retention of existing customers
or acquisition of new ones.
Abstract: A potentially serious problem with current payment systems is that their underlying hard problems from number theory may be solved by either a quantum computer or unanticipated future advances in algorithms and hardware. A new quantum payment system is proposed in this paper. The suggested system makes use of fundamental principles of quantum mechanics to ensure the unconditional security without prior arrangements between customers and vendors. More specifically, the new system uses Greenberger-Home-Zeilinger (GHZ) states and Quantum Key Distribution to authenticate the vendors and guarantee the transaction integrity.
Abstract: In today-s competitive global business environment,
the concept of supply chain management (SCM) continues to become
increasingly market-oriented, shifting the primary driver of the value
chain from supply to demand. Recent recommendations encourage
researchers to focus investigations on the supply chain process
integration (SCPI) capabilities that integrate a focal firm with its
network of suppliers and business customers to create value for it.
However, theoretical and empirical researches pertaining to the
antecedents and consequences of a focal firm-s SCPI capabilities have
been limited and piecemeal. The purpose of this study is to investigate
the critical determinants and consequences of a focal firm-s SCPI
capabilities. We test our proposed research framework using a sample
of 139 sales managers of manufacturing industries in Taiwan, our
research findings show that (1) both perceived business customer-s
power and focal firm-s market-oriented culture positively influences a
focal firm-s SCPI capabilities, and (2) SCPI capabilities positively
influence a focal firm-s SCM performance, both operational and
strategic benefits. Implications for practitioners and researchers and
suggestions for future research are also addressed in this study.
Abstract: Most standard software development methodologies
are often not applied to software projects in many developing
countries of the world. The approach generally practice is close to
what eXtreme Programming (XP) is likely promoting, just keep
coding and testing as the requirement evolves. XP is an agile
software process development methodology that has inherent
capability for improving efficiency of Business Software
Development (BSD). XP can facilitate Business-to-Development
(B2D) relationship due to its customer-oriented advocate. From
practitioner point of view, we applied XP to BSD and result shows
that customer involvement has positive impact on productivity, but
can as well frustrate the success of the project. In an effort to
promote software engineering practice in developing countries of
Africa, we present the experiment performed, lessons learned,
problems encountered and solution adopted in applying XP
methodology to BSD.