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Search results for: customer value
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The potential of web awareness as a determinant of dually defined customer value
PublicationIn the conditions of increasing demand barrier, the enterprise’s basic capital is customers. From an enterprise point of view, this means the need to create a dual perceived and defined customer value which remains related to market value (income and development potential) and customer resource value (reference, information and cooperative potential). The progressing digitisation process transfers business processes, and thus relationships, into...
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Customer Engagement Consequences for Firms
PublicationPurpose: Customer engagement (CE) is a customers’ voluntary resource contribution to firms’ functions, and it goes beyond transactions during customers’ behavioral manifestations toward the brand or firm’s offerings or activities. The effective CE management requires to understand the potential CE effects, and leverage the potential benefit and threat of CE, however negative consequences or risks of CE have remained unexplored...
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Commitment Ladder in the Relationship between Service Providers and Customers as Added Value in Sustainable Services Development
PublicationThe socioeconomic sphere and the relationships in which commitment occurs are important elements in the development of sustainable services. The study reported in this article identifies the elements that influence the development of the relationship between service providers and their customers and proposes a model that describes the state of the relationship between service providers and customers in terms of symmetrical commitment...
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Customer Assessment of Brand Valuation and Social Media
PublicationThe research problem engaged in this article is to determine whether contemporary consumers are able to assess brand equity in the overabundance of brands and products with similar features and qualities. The author argues that in the existing circumstances when differences between brands become insignificant the consumer is not capable of assessing their equity adequately. In order to verify the thesis the author has accepted...
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Online brand communities’ contribution to digital business models
PublicationAbstract Purpose – There is limited research examining social drivers and mediators of online brand community identification in the context of business models development. This study aims to identify them behind the social mechanisms and present essential factors which should be applied in business models to foster value co-creation. Design/methodology/approach – Data were collected from a convenience sample of 712 cases gathered among...
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Towards the value-based design of on-line services
PublicationThe paper identifies economic factors shaping customer bahaviour in on-line services in two interrelated dimensions; (1) economic needs and requirements, relevant to expected benefits and values perceived by customers; (2) technical components, allowing technical realization of on-line services. Technical components were cathegorized into four groups, creating so-called VIPR model: Visual, Interactive, Process and Relationship-relevant...
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Modelling Of Commercial Websites. A New Perspective On Usability And Customer Relation
PublicationFrom an economic point of view, a critical aspect of online services is their ability to retain customers. The aim of presented study was the use of a layered model VIPR (Visual - Interaction - Process - Relation ) for commercial services online. The indicator of trust and establishing lasting relationships were assessment achieved from experienced users of commercial online services (n = 207), obtained by means of Web Credibility...
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Consumer social network brand identification and personal branding. How do social network users choose among brand sites?
PublicationBrands’ social networking sites (fan pages) are increasingly attracting the attention of scientists and managers intrigued by their potential application for brand value creation. The aim of this research is to understand better how users choose among social networking sites as an act of brand identification. The study presents a new model whose structure of identification drivers for social networking brand sites varies for customer...
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Teaching management skills to software develop- ment teams through the lean start-up methodology
PublicationIn order for development teams to understand the impact of software development on value delivery it is important that all team members, including software engineers, possess adequate management skills which not always have been acquired during university education. The lean start-up methodology techniques enable new ventures to test hypothesis, gather customer feed- back and create a minimum viable product. The obtained information...
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Knowledge Exchange Between KIBS Firms and Their Clients: Case Study Analysis
PublicationPurpose: This paper aims to analyse knowledge exchange between KIBS firms and their clients, and their potential determinants (e.g. client’s education, type of the service offered, channel of the knowledge exchange, and willingness of the customer to accept the knowledge). The paper is based on a literature analysis and a case study research, examining 5 KIBS firms located in the Pomeranian region in Poland. Methodology: On the...
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Text Mining Algorithms for Extracting Brand Knowledge; The fashion Industry Case
PublicationBrand knowledge is determined by customer knowledge. The opportunity to develop brands based on customer knowledge management has never been greater. Social media as a set of leading communication platforms enable peer to peer interplays between customers and brands. A large stream of such interactions is a great source of information which, when thoroughly analyzed, can become a source of innovation and lead to competitive advantage....
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Artificial Neural Network in Forecasting the Churn Phenomena Among Costumers of IT and Power Supply Services
PublicationThis paper presents an attempt to use an artificial neural network to investigate the churn phenomenon among the customers of a telecommunications operator. An attempt was made to create a data model based on the customer lifetime value (CLV) rather than on activity alone. A multilayered artificial neural network was used for the experiments. The results yielded a 99% successful identification rate for customers in no danger of...
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Modele budowy wartości dla klienta - charakterystyka i rozwinięcie
PublicationRozwój form realizacji biznesu umożliwił zbadanie nowych obiektów związanych z generowaniem wartości dla klienta i przedsiębiorstwa. W pracy scharakteryzowano logiki tworzenia wartości będące podstawą modeli łańcucha wartości, sklepu wartości, sieci wartości oraz chmury wartości. Zaproponowano także wprowadzenie nowego składnika do struktury tych modeli w postaci węzła wartości.
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Agile Requirements Prioritization in Practice: Results of an Industrial Survey
PublicationAgile software development stresses the importance of providing the customer with a product of a maximized business value. To achieve that, requirements prioritization is used. Agile development methods like Scrum define guidelines for prioritization, however practitioners do not necessarily have to follow them. Our goal was to investigate the industry practice related to requirements prioritization process, including its timing,...
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Knowledge Management
e-Learning CoursesBrand knowledge, customer knowledge, relations knowledge, market knowledge, „know how” etc., are intangible assets with great value to the organization today, and to leave these assets unmanaged would seem to be foolish in the extreme. The aim of the course is to explain: who/ why/ how to manage knowledge effectively. Welcome & GOOD LUCK :) Wioleta Kucharska
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Doświadczenie jako wartość dla klienta
PublicationMarketing doświadczeń opiera się na przekonaniu, że oprócz produktu i usługi konieczne jest wyodrębnienie dodatkowej wartości, jaką jest niepowtarzalne doświadczenie, spełniające racjonalne i emocjonalne oczekiwania nabywcy. Autorka opisuje rolę doświadczeń w kształtowaniu postaw konsumenckich oraz budowaniu satysfakcji i lojalności klienta. Omawia również zasady służące projektowaniu pozytywnych doświadczeń zakupowych.
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A new concept of contemporary marketing
PublicationPurpose: This conceptual paper aims to propose a new concept of marketing that responds well to the needs of a changing world, taking into account the continuous development of the service economy and the revolution in the development of the Internet and related tools. Methodology/Approach: The proposed concept is based on well-researched theories: service marketing, experience marketing, relationship marketing and digital marketing...
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Personal Branding and Brand Loyalty, Social Network Users Brand Identification: Polish-French Model
PublicationSocial network brand sites are increasingly attracting the attention of scientists and managers intrigued by their potential application for brand value creation. The aim of this research, based on a multinational sample, is to fill the gap in understanding how users choose among social networking sites as an act of brand identification. The authors of the paper point to the fact that creating a personal brand is becoming more...
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Karol Moszyk
PeopleCertified Lean Six Sigma Black Belt with maritime transport and operations academic background. Logistics professional with a broad experience in various container terminal positions, reporting to COO and Operations Director in Operations Department and CFO (directly) and CEO (indirectly) within Performance Improvement Team. Professional ambition is to combine an open and pragmatic leadership style with a customer focus supported...
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Corporate social responsibility and forward default risk under firm and industry heterogeneity
PublicationObjective: This study aims to evaluate the impact of corporate social responsibility on forward default risk (FDR) under the setting of firm and industry heterogeneity. Research Design & Methods: This study evaluated the impact of corporate social responsibility (CSR) on FDR using the data of 497 companies from 2007-2021 in the S&P 500 index, taking into account firm and industry heterogeneity aspects. This study utilized instrumental...
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Usability Testing of Mobile Applications: A Methodological Framework
PublicationLess than five percent of all mobile applications have become successful throughout 2023. The success of a new mobile application depends on a variety of factors ranging from business understanding, customer value, and perceived quality of use. In this sense, the topic of usability testing of mobile applications is relevant from the point of view of user satisfaction and acceptance. However, the current knowledge seems to be fragmented,...
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Static Series and Shunt-series PE Voltage-quality Controllers
PublicationAs presented in the Chap. 7 static shunt power electronics (PE) voltage-quality controllers protect the utility electrical system from the unfavorable impact of customer loads. Shunt controllers, as shown in Chap. 6, are recommended mainly for mitigation of the causes of disturbances, and not their effects in distanced nodes of a power-electronics system. In the case when reduction of disturbances effects is required, which leads...
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Moda jako wartość konsumencka - eksplikacja zagadnienia
PublicationCel: Celem artykułu jest przedstawienie problematyki mody jako propozycji wartości dla klienta. Realizacja niniejszego celu wymagała uszczegółowionej eksplikacji zjawiska mody. W publikacji zdefiniowaniu poddano mechanizm działania mody, istotę trendu mody, jak również omówiono główne perspektywy analizy mody oraz aktualne nurty badań nad modą. Projekt badania/metodyka badawcza/koncepcja: W pracy wykorzystano metodę krytycznej...
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Pozytywne doświadczenia zakupowe w kreowaniu lojalności nabywczej
PublicationDoświadczenie zakupowe to rodzaj mentalnej podróży, pozostawiającej niematerialne wrażenia, w postaci wiedzy i śladu emocjonalnego [69], będące kluczowym elementem w zrozumieniu zachowań konsumentów, jak również istotnych zmian zachodzących we współczesnym marketingu [10]. Cel: Celem głównym badań było ukazanie wpływu pozytywnych doświadczeń zakupowych na kształtowanie satysfakcji i lojalności nabywczej oraz sposobów budowania...
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Impact of Usability Website Attributes on Users’ Trust, Satisfaction and Loyalty
PublicationThis paper presents the results of an experimental study aimed at identifying possible relationships among website usability characteristics, consumer satisfaction, trust and loyalty. These factors regard not only customer satisfaction in a transactional sense, but in the long term they may affect e-customer behavior, opinions, recommendations and attitudes toward using on-line services in general. The study was performed with...
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A comprehensive overview of software product management challenges
PublicationThe principal focus of software product management is to ensure the economic success of the product, which means to prolong the product life as much as possible with modest expenditures to maximizs profits. Software product managers play an important role in the software development organization while being responsible for the strategy, business case, product roadmap, high-level requirements, product deployment (release-management),...
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Employment structure in business services centers broken down into supported process categories.
Open Research DataThe structure of business services provided in centers in Poland is highly diversified, however, the vast majority of entities provide services in several categories of business processes. IT activities and financial and accounting (F&A) services together generate slightly more than half of employment in the industry (51%). Customer Operations (14%)...
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SMART SHOP SERVICES FOR BUILDING CUSTOMER-ORIENTED SCENARIOS
PublicationThe shops of today mostly support the customer by offering him or her products based on basic relationships between products viewed or ordered by users with similar tastes. This common approach may fail in many cases especially when the user does not have sufficient knowledge about the market, or when he or she wants to build a set of products in more than one shop. New categories of smart shop services are proposed in order to...
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A fair distribution scheme for joint fingerprinting and decryption methods= Sprawiedliwy schemat dystrybucji dla metod łącznego osadzania odcisku palca oraz deszyfracji
PublicationThe paper addresses the fairness of the security provided by digital fingerprinting methods. It was noted that the digital fingerprinting techniques are designed primarily to protect service providers against the actions of malicious users, while honest users remain vulnerable to acts of malicious providers. The paper describes the customer's rights problem and the unbinding problem, which also apply to joint fingerprinting and...
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Number of active users of the mobile banking application (only a mobile phone) - 2017
Open Research DataCustomers using mobile devices can use their bank account via the bank's website or a separate application. Such a solution allows for easier logging in (usually no customer number is required, but only a password) and a number of additional functions (from a more extensive interface to a larger number of possible operations - making a transfer, opening...
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Market orientation and hotel performance: The mediating effect of creative marketing programs
PublicationThis work investigates the indirect effects between market orientation and hotel performance through creative marketing programs. The focus is on exploring the indirect effects between 1) customer orientation, competitor orientation, and cross-functional integration; and 2) hotel financial performance through two aspects of creative marketing programs, namely, novelty and meaningfulness. Through an empirical analysis using structural equation...
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Opinion about causes of framing of Kingston chest (box cooler) damage, on PSV vessel VS4411 DF-PSV (B-855)
PublicationThe subject of analysis is a damage of welded connection of box cooler framing segments, made as separate bars 50mm thickness, connected by the welds in corners. Studies of documents delivered by Customer shows cracks on the fusion of filet welds and twisting of box cooler frame. The subject of analysis is a damage of welded connection of box cooler framing segments, made as separate bars 50mm thickness, connected by the welds...
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Framing the Temporal Dimensions of a Brand
PublicationDrawing on existing research dealing with time in brand and brand management, this paper aims at providing a comprehensive and coherent framework of some time-related concepts, with a special emphasis on what happens when a brand reaches the senescence stage. In addition, it strives to consider what happens when a brand becomes long-lived enough, looking at the brand’s customer base. While undoubtedly time affects customers’ age...
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Intelligent Decision Forest Models for Customer Churn Prediction
PublicationCustomer churn is a critical issue impacting enterprises and organizations, particularly in the emerging and highly competitive telecommunications industry. It is important to researchers and industry analysts interested in projecting customer behavior to separate churn from non‐churn consumers. The fundamental incentive is a firm’s intent desire to keep current consumers, along with the exorbitant expense of gaining new ones....
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Antecedents and Consequences of Brand Loyalty
PublicationThe objective of this paper is to review, systematize, and summarize empirical research on the antecedents and consequences of brand loyalty. The literature review has identified five categories of antecedents to brand loyalty associated with consumer, brand, social, corporate and relational factors. The type of loyalty formed varies according to the combination of various antecedents, with premium loyalty being considered the...
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Zarządzanie relacjami z klientami a przewaga konkurencyjna
PublicationW artykule poruszono kluczowe kwestie związane z rynkową koncepcją marketingu relacji w kontekście Customer Relationship Management. Właściwe stosowanie odpowiednio dobranego systemu CRM ukazano jako metodę uzyskiwania przewagi konkurencyjnej.
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The Relational Benefits and the Quality of Services in Tourism
PublicationIn a very competitive environment, it is highly important to identify the indicators that exert a major influence on customer satisfaction and loyalty. Based on the current relationship marketing concept of relational benefits (Gwinner, Gremler, Bitner, 1998; Hennig-Thurau, Gwinner, Gremler, 2002) and destination quality (Blazquez-Resino, Molina, Esteban-Talaya, 2015), a conceptual model was built. The present paper aims to analyse...
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Report no: WOiO /II/46/2015 - Construction node verification test, estimation of breaking load (shear force) and destruction form
PublicationA new generation of tanks for LNG transportation has been designed. Mass reduction forced our customer to use three different materials: austenitic steel, aluminium alloy and LNG compressed wood between them. The expertise concerns structural node between tank foundation and suspension. Expertise contains: description of object of test, test principals, results and conclusions
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Interconnection of the Customer-Side Resources Using Single Phase VAPF
PublicationThe paper introduces method for utilization of the customer-side generated energy using single phase voltage active power filter. Structure and control method of the power electronics converter has been described and some simulation results are shown to prove usefulness of this arrangements. Proposed application realizes the following functions: power quality improvement, uninterruptible supplying and energy costs reduction.
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Report no WOiO/II/67/2015 - Expertise about load capacity of twistlock foundation and sliding foundation
PublicationCustomer delivered to Laboratory 17 elements - twist lock foundations and sliding lock foundations (ship equipment for container lashing). Elements were selected from production series. Each element was loaded for braking load. After test visual inspection had been performed. The expertise contains: description of tested elements, test assumptions, test stand, results and conclusions
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Smart Services for Improving eCommerce
PublicationThe level of customer support provided by the existing eCom-merce solutions assumes that the person using the functionality of theshop has sufficient knowledge to decide on the purchase transaction. Alow conversion rate indicates that customers are more likely to seekknowledge about the particular product than finalize the transaction.This is facilitated by the continuous development of customers’ digi-tal...
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Adopting Collaborative Games into Agile Requirements Engineering
PublicationIn agile software development, where great emphasis is put on effective informal communication involving diverse stakeholders, success depends on human and social factors. Not surprisingly, the Agile Manifesto advocates principles and values such as “individuals and interactions over processes and tools”, “focus on the customer”, “collaborate regularly”, “communicate face-to-face within the team” and “have regular team introspection”....
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Empirical analysis of tree-based classification models for customer churn prediction
PublicationCustomer churn is a vital and reoccurring problem facing most business industries, particularly the telecommunications industry. Considering the fierce competition among telecommunications firms and the high expenses of attracting and gaining new subscribers, keeping existing loyal subscribers becomes crucial. Early prediction of disgruntled subscribers can assist telecommunications firms in identifying the reasons for churn and...
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Lack of control over work and organizational citizenship behavior: overwork climate as a suppressor variable
Open Research DataThis study investigates a suppressor effect in the relationship between lack of control over work and organizational citizenship behavior (OCB). Suppressor effects operate when the addition of a predictor (in our study it is an overwork climate) increases the predictive power of another variable (lack of control over work) in predicting an outcome variable...
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Fast method for IEEE 802.16-2004 standard-based networks coverage measuring
PublicationThis paper presents the time and cost efficient method for measuring effective coverage of IEEE 802.16-2004 standard-based networks. This is done by performing a series of continuous measurements on the grid basis. Due to this kind of signal quality surveying, estimationof the probable coverage area can be made. It is significant that themethod is fast and is uses a standard customer equipment which makes it more accessible for...
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A Cross-Team Collaborative Evaluation of a CRM System
PublicationThis paper presents an analysis of an usability evaluation a CRM (Customer Relationship Management) performed by a team composed of external usability experts jointly with a CRM staff. The evaluation process differed from a classical scheme known from former projects, including some new elements resulting from a specific context of this study. These novel elements resulted in reshaping the role of the CRM system and considering...
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Mobile operators at war: opinion mining and sentiment analysis on social media
PublicationConsidering hermetic and very competitive market such as mobile operator ones, social media has become best alternative for contact with customer and gathering data and opinions. Different style of running social media profiles is giving different results. The research presented in this paper aims to show the number of responses gathered from polish Internet users and its sentiment for mobile operator brands. It also presents practical...
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Ancillary services to grids provided with distributed generation
PublicationThe paper introduces system for utilization of the customer-side generated energy. Additionally system can secure some ancillary services to grids. Those services include: current active filtering, load voltage stabilization and in case of grid voltage faults - uninterruptible load supplying (possible with energy storage device). Presented experimental results confirm flexibility of this arrangement in processes of power delivery...
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Credibility of Business Operations via Internet: Customer Perspective
PublicationTourism plays an important role in economy of Mediterranean countries. Year after year, more and more people spend or like to spend their vacations (and money) in the Mediterranean region. Hiring private apartments or houses by individual persons for themselves and their families becomes more and more popular way of vacation arrangement and, in the result, constitutes an important factor of the countries' incomes. Versatile and...
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Trust in Electronic Word-of-Mouth (eWOM): the concept and the most important determinants
PublicationeWOM and trust in it is now the most important factor in determining buyers' purchasing behavior. Familiarity with the determinants of trust establishes the formation of appropriate marketing activities. However, the growing number of new forms of eWOM and its increasingly complex and multidimensional nature have created a lot of confusion. The article aims to organize the concepts related to trust in eWOM, to indicate the most...