Customers

Caroline D Ditlev-Simonsen works as a Researcher at BI Norwegian Business School. She holds a Bachelors degree in Business Administration, a Masters degree in Energy and Environmental Studies from the US, and the topic of her BI PhD was "Five perspectives on Corporate Social Responsibility (CSR)". She has an international and comprehensive business and organizational experience in the areas of corporate responsibility, corporate citizenship and environmental and ethical issues.

We aim to highlight important issues in the study of dysfunctional customer behavior and to provide a research agenda to inspire, guide, and enthuse. Through a critical evaluation of existing research key issues are highlighted and potentially worthy avenues for future study presented.

1Resumen El objetivo principal de este artículo es resaltar la importancia que tiene el marketing en el mundo del deporte. Durante los últimos años, se han producido numerosos e importantes avances en el estudio y en la formalización del marketing aplicado al área de los servicios, los cuales obligan a actualizar los planteamientos y enfoques que se siguen en su aplicación.

The purposes of this research were 1) to study marketing mix factors
of organic fruit and vegetable of customers in Bangkok, 2) to study purchasing decision of customers to buy organic fruit and vegetable of customers in  Bangkok, and 3) to study marketing mix factors influence the purchasing decision of customers to buy organic fruit and vegetable of customers in Bangkok. The research was through conducting survey samples to 269 peoples by online questionnaire. Data analysis employed frequency, percentage, average and standard deviation, and enter multiple regression. The research found that: the marketing mix factors of organic fruit and vegetable of customers in Bangkok was modulate level (x = 3.30). Selection of organic fruit and vegetable of customers in Bangkok was modulate level (x = 3.34). Marketing mix factors influence the purchasing decision of customers to buy organic fruit and vegetable of customers in Bangkok including place and Promotion with multiple correlation coefficient of 0.556. This set of predictors is able to forecast the quality of life of the elderly by 6.01 percent of accuracy with the standard error of prediction of 0.598 and the constant of 1.741. The regression equation of Marketing Mix Factors Influencing the Purchasing Decision of Customers to Buy Organic Fruit and Vegetable Juice in Bangkok explained in row and standard scores were as follows:
Row score:
Y = 1.741 + 0.140(X3)* + 0.177(X4)*
Standard score:
Z = 0.201(X3)* + 0.264(X4)*

การวิจัยครั้งนี้มีวัตถุประสงค์เพื่อ (1) ศึกษาปัจจัยด้านส่วนประสมทาง
การตลาดของน้ำผักและผลไม้อินทรีย์แบบสกัดเย็นของผู้บริโภคในกรุงเทพมหานคร
(2) ศึกษาพฤติกรรมการเลือกซื้อนำ้ผักและผลไม้อินทรีย์แบบสกัดเย็นของผู้บริโภค
ในกรุงเทพมหานคร และ (3) ศึกษาปัจจัยส่วนประสมทางการตลาดที่มีอิทธิพลต่อ
การเลือกซื้อน้ำผักและผลไม้อินทรีย์แบบสกัดเย็นของผู้บริโภคในกรุงเทพมหานคร
เป็นการวิจัยเชิงสำรวจโดยใช้แบบสอบถามออนไลน์เป็นเครื่องมือในการวิจัย
กลุ่มตัวอย่างที่ใช้ในการวิจัยคือประชากรที่อาศัยในกรุงเทพมหานคร จำนวน 269
คน และสถิติที่ใช้ในการวิจัย ได้แก่ ร้อยละ ค่าเฉลี่ย ส่วนเบี่ยงเบนมาตรฐาน และการ
วิเคราะห์ถดถอยพหุคูณ ผลการวิจัยพบว่า (1) ปัจจัยส่วนประสมทางการตลาดของ
น้ำผักและผลไม้อินทรีย์แบบสกัดเย็นของผู้บริโภคในกรุงเทพมหานคร อยู่ในระดับ
ปานกลาง มีค่าเฉลี่ย 3.30 (2) การเลือกซื้อน้ำผักและผลไม้อินทรีย์แบบสกัดเย็นของผู้บริโภคในกรุงเทพมหานคร อยู่ในระดับปานกลาง มีค่าเฉลี่ย 3.34 และ (3) ส่วนประสมทางการตลาดที่มีผลต่อการตัดสินใจซื้อน้ำผักและผลไม้ออร์แกนิคของ
ผู้บริโภคในกรุงเทพมหานคร ได้แก่ ด้านสถานที่และด้านการส่งเสริมการตลาด โดย
มีอำนาจการพยากรณ์ร้อยละ 6.01 ค่าสัมประสิทธิ์สหสัมพันธ์พหุคูณ เท่ากับ 0.556
ค่าความคลาดเคลื่อนมาตรฐานในการพยากรณ์ เท่ากับ 0.598 ค่าคงที่ของสมการ
พยากรณ์ เท่ากับ 1.741 จึงพยากรณ์ปัจจัยส่วนประสมทางการตลาดที่มีผลต่อการตัดสินใจซื้อน้ำผักและผลไม้ออร์แกนิคของผู้บริโภคในกรุงเทพมหานคร อธิบาย
เป็นสมการในรูปคะแนนดิบ และคะแนนมาตรฐานเขียนได้ดังนี้
สมการพยากรณ์คะแนนดิบ
Y = 1.741 + 0.140(X3)* + 0.177(X4)*
สมการพยากรณ์คะแนนมาตรฐาน
Z = 0.201(X3)* + 0.264(X4)*

The comprehensive book from Dr. Tavsan and Dr. Erdem: Customer Experience Management: How to Design, Integrate, Measure and Lead breaks down exactly what Customer Experience is, and how to manage it.
In 2017, in collaboration with Dr. Erdem, Dr. Tavşan designed a ''Customer Experience Management'' curriculum as a Bologna-accredited graduate level course and became the pioneering academician lecturer on ''Customer Experience Management'' as a standalone course.

Customer is the key to success within any sector of business, and this is especially true for the telecommunications industry where profit margins are being squeezed and the cost of finding new customers is on the rise. Due to easy access to information and a wide range of offerings, it is easier than ever before for customers to switch between services providers.
Under such a situation of growing competition and increasing cost of acquisition of new customers, telecom service providers are continually seeking new ways to acquire, retain and increase their subscriber base and are confronted with the challenges of providing high quality of services in order to attract and maintain their customers.
Telecom service providers are thus facing tough time and are required to design and deploy customer-centric strategies not only to grab the share but also sustain the share in the long run.
The present paper aims to throw light on the factors that make a customer’s switch to other service providers.

The opening up of the telecom sector to competition is an important step forward for the whole Jordan economy, as well as the telecom sector itself. Telecommunications have become vital for the conduct of any business, and many activities in personal life as well. It is not just a sector, but a key part of the infrastructure supporting the modern state. The move also brings Jordan closer to fully adopting all the requirements to become a developed country, and its free market principles which are very much part of Jordan's goals, It is also expected that other sectors will follow. Over the decades, Zain has done a good job of offering a high standard of services to the Jordan. Thanks to its commercial discipline, its needs have no fear of the forthcoming competition across the board, although it is very likely to find that good player offering particular specializations will challenge it on pricing and how the services are bundled or offered. When looking at the reality of the matter and after the announcement of the second operator we find that the competition had only started. Zain knew that from other experiences around the world that it is normal that around 30% of the customer will switch to the competitor in 3 years time and had to do something to reduce that as much as possible. As every possible customer is now a Zain customer, more customer focus approach should be developed to achieve the required result which is "Customer Loyalty." Introduction When we look at the financial aspects of telecom services we find that the 80/20 rule applies. This means that 20% of the customers are making 80% of the profit. When taking a closer look onto those customers, we find that most of them are business customers "i.e. organization and therefore it is natural that Zain seeks ways to keep the current customer happy and find ways to achieve customers loyalty. On the other hand, those organizations will always look for two main aspects regarding their telecom services:  The cost  The practicality (e.g. Less Time, Manpower, etc. required for handling the services).

Purpose -Most benchmarking methods are based on comparing financial and operational indicators with that of the leader in the market. Financial and operational indicators may not be sustainable in facing the speed and competitiveness of today's marketplace. The purpose of this paper is to propose a dynamic customer-driven benchmarking approach that captures changes in customer perceptions and expectations and subsequent changes in service standards set by experienced customers as best practice. Design/methodology/approach -This paper is based on examining the current literature on benchmarking and suggesting a new approach for benchmarking that puts the experienced customer as the standard for benchmarking. The customer-driven benchmarking approach is one that will ensure that companies are continuously improving and advancing their values to meet the needs of the sophisticated and demanding customers. Findings -The use of customer-driven benchmarking will not only provide a clear direction and methods for learning from customers by initiating value-added services that exceed their expectation, but moreover, help to sustain a company's performance and competitiveness in the long-term. Originality/value -Benchmarking performance against competitors on the basis of financial and operational indicators may not guarantee a sustainable competitive edge. This paper highlights the importance of customer-driven benchmarking as a strategic approach for a sustainable market performance, emphasizing the standards set by "experienced customers as best practices".

It's time for the Romanian organizations to know what foreign companies have found along time. Without innovation, a company cannot survive! The innovation index is different from a sector to another, achieving, for example, even 100% in the field of read-made clothes. Innovation is like a breath of oxygen in a world which becomes extremely exigent and materializes in a new solution from any point of view (technological constructive, creative, organizational etc.), an improvement without pretending to be unique, which the companies throw on the market to ensure success and their chances in future. Although innovation is something more than staying on the spot, but it must be also mentioned the fact that more than half of innovations do not enjoy success.

The technological advances in wireless technology have introduced the most promising banking service-mobile banking-though it is still marginally adopted. In its simplest form, mobile banking enables bank customers to receive information on their account balances via SMS. Adopting technology acceptance model (TAM), this study examines the factors that determine intention to use mobile banking among Bank Islam Malaysia Berhad's (BIMB) customers. This study extends TAM to include perceived credibility, perceived self-efficacy and normative pressure. The results support the extended TAM in predicting the bank customer's behavioural intention to use mobile banking. Moreover, the study validates the robustness of TAM to study mobile banking. The results of this study will also extend current knowledge on technology acceptance, and mobile banking in particular.

— Public distribution system i.e. rationing distribution is one of the widely controversial issues that involves corruption and illegal smuggling of goods. All these happen because every job in the ration shop involves manual work and there are no specific high-tech technologies to automate the job. Because of intervention of manual work there are lots of illegal activity occurs like wrong entry in register of shop about the amount of products that given to the people, sometimes there is chance of distribution of low quality products than actual product provided by government for poor people, people do not have idea about how much quantity of good provided by government to them etc. In this project we propose the concept about to replace manual work in public distribution system (rationing distribution system) as E-government is increasingly used to improve transparency in the government sector and to combat against corruption.

In the current world the prominence is given to the transportation of goods from place to place. This interest of making "transportation easier to the people" can further be extended by providing the comfort of carrying the goods related to the people in safest manner by linking them with the resource (logistic transport medium). If this linking is done through an application that acts as an interface between customers and resource owners then the work becomes simplified and easy. In our Truck Loader application we are creating such an interface using the technologies like Android Studio, Google Maps, etc. This application is accessible by any digital device like mobile, laptops and PC's with an active internet connection. This application if implemented in real-time will result in good valued solution to the logistics related problems.

Apprenticeship Business Administration - Unit 75 – Understand the customer service environment:
Explain the value of customer service as a competitive tool
Explain the process of mapping the customer journey and its importance in delivering effective customer service
Describe techniques used to identify service failures
Explain the concept and importance of the service profit chain
Describe methods of measuring organisational effectiveness in the delivery of customer service
Explain the importance of a brand to customers and to an organisation
Explain how branding can influence customers' perception of an organisation and its products and/or services
Explain the potential impact of good and poor customer service on a brand
Explain the features of different customer service models and customer service standards
Explain the relationship between customer service and operational areas of an organisation
Explain the relationship between customer service and continuous improvement processes
Explain the costs and benefits of customer service to an organisation
Explain the impact of organisational values on how customers create their expectations
Explain how organisational values impact on meeting customer expectations
Explain the implications of consumer-related legislation on customer service delivery
Explain the implications of confidentiality and data protection legislation for the collection, storage and use of customer information

Purpose-Four characteristics have been regularly applied to services: intangibility, heterogeneity, inseparability, perishability (IHIP). More and more exceptions occur which have resulted in substantial criticism. This paper aims to show that each characteristic is valid and useful when related to an individual aspect of services instead of being assigned to services as a single entity. Design/methodology/approach-Based on customer integration, a framework (FTU framework) and a resource typology are developed. These approaches are the theoretical foundation of the analysis. Findings-The FTU framework and a resource typology reveal different aspects of services and allow the assignment of the IHIP characteristics to them. Intangibility is assigned to the service offering, heterogeneity and inseparability to customer resources, and perishability to the facilities of the provider. Research limitations/implications-The paper is based on a theoretical analysis. Researchers may want to empirically test the approach. Practical implications-Assigning the IHIP characteristics more clearly to certain aspects of services reveals their origin and makes them more tractable. For example knowing that heterogeneity of services is due to customers resources makes it more predictable and manageable. Originality/value-Although the IHIP characteristics are both widely cited and criticized, existing research has only tried to find and establish new characteristic(s). The approach of this paper is original because it takes a more trenchant look at them in order to develop a framework identifying aspects of services for which they apply.

MBA ( Marketing Management ), Post Graduate Diploma in Marketing Management, Diploma in Management , BSc ( Non Medical)

13 years of Working Experience With Automobile Dealerships , Educational Institutes & Office Automation Product Company.

Key Skills Groomed :

Trainer, Creative Thinker & Planner, Process & System Analytic, Monitoring, Networking , Marketing Management , Independent Business operator and Manager,
Customer Relation & Complaint Management, Team Leader , Marketing Strategy planner, Sales operational Standard & Process Coordinator, Administrative & computer skills ,Convincing, Direct Dealing, Sales & Hospitality, and learner.

Designation Achieved during Job :

Head of Customer Care Managers,
Customer Care Manager, Customer Relation Officer.
Assistant Sales Manager, Enquiry Administrator, Administrator,
Lobby Manager, Showroom Hostess, Office Coordinator, Customer Care and insurance In-charge, Insurance Executive, Customer Care Executive, Sales Executive ,Educational Blogger , Teacher , Learner.

Worked in Different cities :
Himachal Pradesh , Punjab , Chandigarh , Haryana , Uttar Pradesh

Immediate Boss
Reporting to CEO , Managing Director , GM ,
Sales Manager

Objective:

To obtain a challenging position in a reputed organization in order to enhance my intellectual development and also make a contribution towards overall growth of an organization.

Truk merupakan alat angkutan yang sangat penting terutama perannya dalam mendukung bisnis dalam bidang transportasi. PT. "X" merupakan perusahaan yang bergerak di bidang transportasi truk, dimana dalam persaingan bisnis yang semakin ketat, maka pihak perusahaan berusaha untuk memperbaiki kualitas layanannya. Walaupun dalam kenyataannya banyak kendala yang dihadapi PT. "X", tetapi perusahaan harus berusaha untuk tetap menjalankan bisnisnya dan berkiat menjadi satu-satunya perusahaan alat transportasi truk yang terbaik, dimana menitikberatkan pada tingkat kepuasan pelanggan.

The system proposed here signifies Vegan food delivery process. This system will allow restaurants to quickly and easily manage an online menu which customers can browse and use to place orders with just a few clicks. The system then relays these orders to restaurant's employees through an easy to navigate graphical interface for efficient processing.

Although it has been claimed that the attitudes that employees have toward their work influence how customers react to the organization, its service and products, relatively little empirical research has examined these possible linkages. The focus in this article is on the relations between organizational commitment and customer reactions (e.g., customer satisfaction, repeat purchase behavior). Specifically, we review relevant theory and research, discuss methodological issues associated with examining this issue, and make recommendations for both researchers and human resource (HR) practitioners interested in mapping linkages between organizational commitment and customer reactions. D

Although higher education institutions and their units have acknowledged some of their important stakeholders, it is important for them to identify and classify the stakeholders in a more explicit way. The purpose of this study is to develop and describe a stakeholder map for use in higher education. The stakeholder map includes various partners and customers using the perspectives of the Balanced Scorecard approach. The stakeholder map describes the stakeholder collaboration and represents a remarkable improvement for a quality assurance system. The stakeholder map can be used in social responsibility reviews and other reports that describe the quality assurance system of the higher education institution.

Researchers investigated the challenges and opportunities of adopting E-services in Commercial Bank of Ethiopia. The study conducted based on the data gathered from four branches of CBE, one district office and head office. Statistically analyzed data was obtained from a self administered questionnaire that was distributed to the targeted respondents on 80 customers and 50 employee were sampled using non-probability sampling techniques. The study employed both qualitative and quantitative approach. The study found the opportunities that are environmental factors to adopt E-banking services in CBE includes government support, competitive pressure, legal framework, the national Information Communication Technology(ICT) infrastructure, and government programs on raising ICT awareness. Further, this paper considered technological factors as opportunity to adopt E-banking in CBE. The study also identified environmental factors that are considered as challenges faced by CBE in adopting the new technology and these are high rate of illiteracy, low level of internet penetration, poorly developed ICT infrastructure, high cost of internet, and lack of financial networks that link different banks, 2 | P a g e frequent power interruption technical problems on E-banking products, and no immediate solution to technical problems. At the end, researchers' suggested some measures, which could be taken by the bank and government. The suggestions include: the bank should try to utilize all opportunities that are identified in this research, should focus on informing customers the benefit of using E-banking by using medias and the government should support the bank by developing ICT infrastructure and establish strong legal framework on use of E-banking services.

Currently, because of the evolution in the knowledge-based society, the marketing reveals another dimension, the one of relational marketing, which represents the special relationship established between the company and its consumers, with win-win advantages over a long period. In these circumstances, the managerial approach of marketing has new connotations for a more efficient managerial approach of the new national and international business environment.  Within the marketing management process of a company, consumers or  customers play a very critical role as these are the people who finally buy the goods and services of the organization, and the firm is always on the move to make them buy so as to earn revenue. This article presents the managerial approach of marketing management concept toward the strategic planning of a company and the marketing planning focused on needs and desires of consumers and customers. Therefore, consumers are the beneficiaries of the general and marketing strategy of the company while customers are those who respond to the loyalty process established by the firm. In this context, the purpose of this analysis is to highlight the strategic planning process of a company by integrating the strategic and operational marketing. In addition, we also consider important the issues related to Michael Porter’s generic strategies, which are thus presented in the context of relational knowledge within the process of marketing management. All these approaches are related to winning customers’ loyalty and obviously to customers' value that determines the company to achieve a value chain in the business process. Hence, the consumers and customers are the most important people for any organization. They are the resources which trigger the success of the business.

Purpose -The purpose of this paper is to focus on one strategy known as "The Balanced Scorecard", discussing the growing importance of balanced scorecard performance systems, exploring issues that organizations face in building and implementing scorecard systems, and sharing lessons learned from Australian organizations that have taken the balanced scorecard journey. Design/methodology/approach -The approach taken is the case study methodology to depict the real world examples of organisations that have confidence in the "Balanced scorecard performance system" so that other organisations can follow suit. Findings -The paper concludes that the balanced scorecard approach may require some substantial changes in culture within the organization.. The balanced scorecard requires understanding, commitment and support from the very top of the business down. The balanced scorecard will evolve. As culture changes and develops to accept the new approach and members of the organisation mature within the new culture, the organisation will find new things to measure, new goals in different areas, to make the balanced scorecard even more balanced and effective in supporting a living, growing, viable organisation. Different organisations have quite different needs, market areas, people, products and services, and will end up with significantly different balanced scorecards.

abstract  This paper argues for the important role of customers as a source of competitive advantage and firm growth, an issue which has been largely neglected in the resource-based view of the firm. It conceptualizes Penrose's (1959) notion of an ‘inside track’ and illustrates how in-depth knowledge about established customers combines with joint problem-solving activities and the rapid assimilation of new and previously unexploited skills and resources. It is suggested that the inside track represents a distinct and perhaps underestimated way of generating rents and securing long-term growth. This also implies that the sources of sustainable competitive advantage in important respects can be sought in idiosyncratic interfirm relationships rather than within the firm itself.

Purpose -This paper aims to look at what CRM 2.0 is and how it impacts customer insights. It will show how CRM 2.0's incorporation of social tools and strategies with traditional operational functions meets the demands of twenty-first century "social" customers. Design/methodology/approach -The paper presents a combination of independent research by the author for the last decade and third-party sources. This means direct client consulting, interviews with senior corporate management and copious access to expert sources and documents. Findings -The new breed of customer requires corporate transparency, authenticity and interaction. To affect this intelligent, aggressive social consumer, richer insight than that of the past is necessary. CRM and social tools use combined provides the capability for this insight.

The research paper elaborates the tactics and strategies of librarians they adopt to provide services to difficult patrons of the library. Through this research the professional librarians will be able to know the most common and succeeded ways of services and communications, which the professionals/librarians adopt or implement to get a fruitful results. The research work also focuses different ways of communications while dealing with difficult library patrons.

Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.

Purpose: The purpose of the present paper is to review and document prominent organisational virtues scattered in attendant literature so as to facilitate the construction of the concept organisational virtuousness from the perspective of customers for the first time.
Design/ Methodology/ Approach: This is a thematic review of the most recent articles on organisational virtues that were obtained from the Internet.
Findings: The current conceptual and operational definition of organisational virtuousness is not only deficient of certain dominant virtues, but as well incognizant of the input of customers, who substantially reap from virtue theory at least as alluded to by extant literature.
Research Limitations/ Implications: This paper is theoretical and not empirical. It simply cannot claim to have exhausted all the virtues that there is since virtue theory is still undergoing scholarly metamorphism. Equally, the concepts and their operations have been borrowed from an array of disciplines given the eclectic nature of virtues and as such, they need to be contextualised so as to make them handy for any attendant study.
Originality/ Value: The paper proudly presents a documentation of virtues that are organisational in nature, some of which have not been considered before in the construction of the concept organisational virtuousness. It puts in perspective the fact that virtue theory is equally understood and cherished by customers whose rating does not any longer merit shelving in the wake to the contemporary bells of evolution of virtue theory. Therefore, this paper serves as a renewal of scholarly work on virtue theory.

Since growth is the basic expected behavior of any business particularly if that business is being operated in the real sense of the term and to keep it growing, various concepts are reinforced. A number of thinkers and experts are continuously engaged in forming concepts and principals to provide business a sustainable growth all across the world. Of course, marketing communication did a wonderful job to support and supplement the best to make a business growing up to the expected quantum. Further, the conceptual development of it led to its transformation into Integrated Marketing Communication to give a multidimensional approach to the customers and consumers in order to provide a toughened platform to maintain and keep the business growing and flourishing. The present research paper focuses to decide & determine the overall impact of Integrated Marketing Communication and further its contribution in growth of an organization by providing it a strong tool to extend information to the customers, consumer & users which naturally bounces back in the form of growth in sales and thus, further contributes to the overall organizational empowerment. The present paper also focus on basic element of Marketing Communication and its further up gradation in IMC in advance to meet and supply best the current demand. The present papers is also an attempt to analytically

Delivering quality projects is a real challenge for the construction sector in Libya. However, there is little information for developing quality improvement initiatives in construction companies. The aim is to present the main factors influencing the implementation of quality management systems in Libyan construction industry (LCI) through a review of relevant literature, and identify the most important factors based on a survey of managers working in construction companies in Tripoli. Of 200 hundred questionnaires distributed, 130 were fully completed giving a response rate of 65%. Among these respondents, 63% were government-related organisations, and the rest were from private sector. The data were subjected to principal component analysis (PCA), which helps interpretation of data. The analysis identified five reliable and valid quality management constructs namely top management commitment, communication, teamwork, employee empowerment and involvement, and work environment and culture. These will help to focus areas for improving quality in construction projects. Leeds (1991). He has supervised major civil engineering works for quality control of concrete and gave consultation for concrete mix design for special applications. He has over 80 publications in major journals, conference proceedings and text books.

In today's post-modern era, the banking industry is becoming a digital rather than a physical system. Digital banking has been synonymous with the fourth industrial revolution making a notable impact on the African continent. Therefore, the purpose of this research is to empirically investigate consumer attitudes towards mobile banking applications in South Africa. A positivist paradigm underpinned the study, and a descriptive design was employed. To test the proposed hypotheses a unique conceptual model was developed. Non-probability sampling was adopted in selecting appropriate participants. Data was collected from 325 willing participants through a survey. In terms of analysis, SPSS and AMOS were utilised to generate descriptive statistics and hypotheses testing. The results established that attitudes towards mobile banking applications and actual use of mobile banking applications was the strongest relationship. The empirical evidence presented in this study adds value to the existing research on mobile-banking within the 4th industrial revolution, particularly in South Africa, a largely underresearched area.

The purpose of this research is to elucidate the role of social and motivational factors in young customers' engagement in social media. The data were collected from 402 social media users working in multinational corporations of Gurgaon city, using purposive sampling technique. Confirmatory factor analysis (CFA) was performed to analyse the data. Study outcomes indicated that tie-strength is followed by social identity, hedonic motivation and utilitarian motivation and it leads to engagement of young consumers on social media. The study adds value to the marketing literature by elucidating the role of social and motivational factors in triggering young customers' engagement on social media. However, the study is limited to young customers only; investigating how older and younger consumers interact with brands via social media can stimulate theoretical development as well as furnish potentially valuable strategic opportunities to brand managers. Also, scale needs to be tested across various countries to generalise its findings.

With a view to helping brands establish long term and meaningful relationships with their customers, Spero Communications has joined forces with IBM to develop BigTime TM -a multifaceted media hub. BigTime has been designed to take full advantage of new developments in media and technology to enable brand, media and rights owners to achieve genuine competitive advantage through the provision of dynamic permission-based sales and marketing channels, designed to bridge the gap between brand and consumer. BACK TO THE FUTURE "The broadband networks now being created by communications companies are even more vital to today's growth businesses than the railways and canals were to earlier industries. They allow the fast delivery of information, provide interactive and on-demand services, education or entertainment and let people communicate or collaborate together sharing pictures, video, sound and text. London in 2016 without them would be as inconceivable as London in 2003 without the tube, train or bus." Mayor of London: Broadband, Connecting to London's Future By offering consumers privileged access to cultural and lifestyle related information and events, products and services, BigTime aims to encourage self expression and increase connectivity, facilitated by means of an innovative marketing partnership programme, providing unparalleled and direct access to the elusive yet affluent youth market. CHANNELLING THE EXPERIENCE Media literate and inherently cynical towards traditional advertising, young people require personal relationships with brands on their own terms. BigTime TM will not just 'target' this group, it will show a commitment to understanding it. Current research points to the need among young people to exercise creativity.

Purpose -The purpose of this research is to analyse the dimensionality of the concept of perceived value in the banking sector, adapting the GLOVAL scale of measurement of perceived value to the banking services sector. Design/methodology/approach -A total of 200 customers of financial entities were surveyed, and structural equations models were used to verify the reliability and validity of the scale of perceived value. Findings -Perceived value is found to be a multidimensional construct composed of six dimensions: functional value of the establishment, functional value of the personnel; functional value of the service; functional value price; emotional value; and social value. A scale of overall perceived value in financial services was obtained, composed of six dimensions and represented by 22 items that are significant for their measurement. Research limitations/implications -In future studies it would be interesting to include items to measure non-monetary sacrifices, such as waiting times, queues, etc. Practical implications -A tool for measuring the value of financial entities as perceived by the customer is presented; with it the value perceived by customers can be quantified, evaluated and monitored.

This study investigates how the absorptive capacity of scientific spin-offs affects the benefits and challenges of customer involvement in the development of radical innovations. We conducted 36 interviews in 3 spin-offs over 4 years to collect data regarding customer involvement in the development of radical innovations. The findings show the importance of spin-offs developing both potential and realized absorptive capacities to internalize customer knowledge and technology emergence awareness and to simultaneously offset customers' lack of technical knowledge in formulating their needs. Both market and technical knowledge appeared to be important for spin-offs, and these were available from both customers and the parent research center. The findings' main implication is spin-offs need a blending capability to balance between (1) market and technical knowledge, (2) market-pull and technology-push approaches, (3) the involvement of customers and parent research centers, and (4) potential and realized absorptive capacities. This study contributes a conceptual framework on the blending capability of customer involvement in the development of radical innovations and a set of propositions for future research.

Abstract- The paper seeks to discover the most significant indicators or determinants that influence the
perceived quality. In this comprehensive paper, past research findings are used to support the
significance of each indicator. Six indicators, including price, brand image, familiarity, package size,
brand origin, and self-image congruence are examined as follows. The importance of these indicators is
compared based on previous or contemporary findings. Present article contributes not only to marketers,
but also customers. It allows the marketers to focus on the most significant indicators in targeting
consumer perceived quality. On the other side, it raises the awareness in the consumers that they should
avoid deceived by their own thoughts of perceived quality. In this paper, the objective is clearly defined.
Next, the major findings are cited and some arguments are discussed. Lastly, the conclusion of the article
is indicated. The conclusion reveals that brand image and familiarity are to be the most significant
indicators, following by brand origin as the moderate significant indicator. The remaining three indicators,
price, package size and self-image congruence are concluded as the least significant indicators of
perceived quality. Finally, more future research in exploring the most significant indicators is required to
carry out with addition of more indicators.

Keywords: most significant indicators, perceived quality, customers, consumers.

Purpose-The purpose of this paper is to examine the relational capabilities developed by small and medium-sized suppliers in relationships with larger customers and to explore the influences of these relational capabilities on value co-creation and innovation. Design/methodology/approach-The paper presents a framework to evaluate the types of relational capabilities developed by small and medium-sized suppliers that enable them to manage in relationships with larger customers in the context of changing relationship requirements in the organic food sector. The methodology employed involves in-depth case studies of small and medium-sized UK organic food suppliers working in relationships with large retail supermarket customers. Findings-The findings suggest that the identified set of relational capabilities may be employed by small and medium-sized suppliers to enable them to inform and support innovation and the implementation of initiatives to create value in the eyes of their current and potential customers and concomitantly enhance their position as preferred suppliers. Research limitations/implications-The findings were based on a small number of case studies of small UK organic food suppliers. Therefore, there is scope for future studies to explore the issues addressed in the paper in wider relationship, network and country settings. Originality/value-The research is among the first to offer a conceptual framework and an empirical contribution linking relational capabilities, value co-creation and innovation in small and medium-sized suppliers.

People become stronger as a result of digitalization, which allows them to save both time and money. The digital world blurs the lines between countries and brings individuals closer together. There is no need to go to a store to purchase a product or service; all it takes is a single click. Organizations are developing strategies to reach out to potential customers using digital platforms, which make it simple for them to reach out to the largest number of people. Buyers may now simply compare products on the basis of quality and pricing. Customers' purchasing decisions are also influenced by product availability. This study show that how digitalization influence customer buying behaviour, this study focus on some factors (reliability of digital information, easy access of websites, online digital communication source) which play important role for influencing the customers for buying product through digital platform. This study was conducted in Haridwar (Jwalapur, Kankhal, Sidkul) and sample size was 50. A questionnaire was prepared and based on some factors which influence customer buying behaviour.

The need for proficient financial institutions in a globalized world like ours cannot be overemphasized. Standing on this assertion, Nigerian banks embraced the use of Short Message Service (SMS) as a medium of conducting business transactions (mBanking) and maintaining customer-management relationship (mCMR) in today's e-World. An attempt to document this new business strategy pioneered the need to investigate customers' perception on the use of SMS as a strategic management tool in Nigerian Banking Industry. Strategic management theory and symbolic interaction theory were used as guide while descriptive survey design in which both quantitative and qualitative methods of data collection were adopted for the study. Multi-stage sampling was used in selecting respondents. A total of ninety-six (96) respondents who are customers of five (5) selected banks in Ibadan, Oyo State, Nigeria were examined. Structured questionnaire were distributed as well as In-depth interviews (IDIs) were conducted among the respondents. The data collected were tested using descriptive statistics and direct quotes. The findings were discussed with reference to relevant empirical literatures and recommendations for management of organizations both for practice and future research highlighted. BACKGROUND The need for modern financial institutions to thrive and to keep afloat in the midst of competition instigates the adoption of various strategies in rendering banking services and operations. One of the strategies adopted in today's banking industry is the Information Communication Technology (ICT) and fast internet services. Avalanche of studies have shown that the utilization of ICT and internet services in rendering bank services to customers have significantly enhanced the trend and quality of performance, people and possibilities obtainable in current e-business world (Khraim, Shoubaki and Khraim, 2011; Hemandez and Mazzon, 2006). The development of e-business or e-transact breeds new products, new players as well as new channels of communication in banking industry (Khraim, Shoubaki and Khraim, 2011). As a product of new channel of communication, text messaging otherwise known as Short Message Service (SMS) has become a tool adopted by banks for financial transactions and sustenance of customer retention, customer profitability, customer loyalty as well as competitive advantage in recent times (Khurana & Chaudhary, 2010). The focus of this study is to investigate customers' perception on the use of SMS as a strategic management tool in Nigerian Banking Industry. Short Message Service (SMS) is a worldwide recognized wireless service that enables typing and sending of brief electronic message between two or more mobile phones, fixed or portable devices over a phone network (mBlox, 2010; CTIA, 2010). The word 'SMS' is often used to describe both the channel and the messages sent to recipients (Kasesniemi and Rautianen

This research integrates the congruity and the social identity theories to better understand the consumer-brand relationships. A structural equation modelling approach was used to explore the drivers of brand loyalty in the context of upscale hotels.  The findings suggest that the customers are increasingly engaging with the brands that reflect their identity and personal values. The consumer-brand value congruity and the hospitality businesses’ delivery of high service quality were found to be significant antecedents of consumer-brand identification and engagement. Moreover, we reported that consumer-brand identification is a precursor of consumer-brand engagement and brand loyalty. In conclusion, this contribution implies that luxury hotels ought to satisfy their customers’ needs for distinctiveness and self-enhancement whilst exceeding their expectations on service quality.

Purpose -Customer relationship management (CRM) is an information system that tracks customers' interactions with the firm and allows employees to instantly pull up information about the customers such as past sales, service records, outstanding records and unresolved problem calls. This paper aims to put forward strategies for successful implementation of CRM and discusses barriers to CRM in e-business and m-business. Design/methodology/approach -The paper combines narrative with argument and analysis.

This study extends the body of literature concerning service switching, complaint handling, dependence and commitment by investigating why dissatisfied B2B customers do not switch service providers. Specifically, it develops and tests a social exchange-based model examining how dissatisfied, but behaviourally loyal, customers act in terms of their repurchase intentions. A conceptual model, specifying a set of hypothesised relationships between dimensions of switching costs, interpersonal relationships, dimensions of complaint handling, satisfaction with complaint handling, attractiveness of alternatives, dependence, calculative commitment and repurchase intentions, was examined using AMOS 17.0 on a sample of 376 business directors/managers from responding organisations. The results show that satisfaction with complaint handling, benefit-loss costs, dependence and calculative commitment significantly increase customers' repurchase intentions. The findings also indicate that dependence, interpersonal relationships and specific types of switching costs influence customers' calculative commitment, and the latter influences intentions to repurchase services. The study builds on the Investment Model by including justice components, and examines the effects of different types of antecedents on calculative commitment that have previously not been examined.

he service area has known a serious growth starting with the beginning of the world economic crisis. The development of marketing tools in the service sector has brought to attention the importance of having loyal customers who will have strong relationships with the service companies. The service encounter between customers and employees of the companies has a crucial role in the sale process. The aim of the paper is to introduce the reader to an overview of service encounter between customers and companies and the importance of creating strong relationships between the two parts.