Wyszukiwarka
Wyniki wyszukiwania dla: E-CUSTOMER
-
Credibility of Business Operations via Internet: Customer Perspective
PublikacjaTourism 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...
-
Trendy w e-usługach
PublikacjaW artykule przedstawiono trendy w sektorze e-biznesu pokazujące perspektywy zmian w usługach. Zwrócono uwagę jak zmienia się podejście do samego procesu usługi, jak zmienia się sposób świadczenia samej usługi. Autor przedstawia trendy nie tylko związane z zastosowaniem nowoczesnych technologii, ale również związane z otwieraniem nowych segmentów rynku jakimi są np. społeczności. W wyniku analizy przytoczonych przykładów wykorzystania...
-
International Journal of Electronic Customer Relationship Management
Czasopisma -
International Journal of Customer Relationship Marketing and Management
Czasopisma -
Impact of Usability Website Attributes on Users’ Trust, Satisfaction and Loyalty
PublikacjaThis 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...
-
Intelligent Decision Forest Models for Customer Churn Prediction
PublikacjaCustomer 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....
-
Karol Flisikowski dr inż.
OsobyKarol Flisikowski jest profesorem uczelni w Katedrze Statystyki i Ekonometrii, Wydziału Zarządzania i Ekonomii Politechniki Gdańskiej. Jest odpowiedzialny jest za prowadzenie zajęć ze statystyki opisowej i matematycznej (w języku polskim i angielskim), a także badań naukowych w zakresie statystyki społecznej. Był uczestnikiem wielu konferencji o zasięgu krajowym, jak i międzynarodowym, gdzie prezentował wyniki prowadzonych przez...
-
Empirical analysis of tree-based classification models for customer churn prediction
PublikacjaCustomer 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...
-
Bi-GRU-APSO: Bi-Directional Gated Recurrent Unit with Adaptive Particle Swarm Optimization Algorithm for Sales Forecasting in Multi-Channel Retail
PublikacjaIn the present scenario, retail sales forecasting has a great significance in E-commerce companies. The precise retail sales forecasting enhances the business decision making, storage management, and product sales. Inaccurate retail sales forecasting can decrease customer satisfaction, inventory shortages, product backlog, and unsatisfied customer demands. In order to obtain a better retail sales forecasting, deep learning models...
-
Sampling-based novel heterogeneous multi-layer stacking ensemble method for telecom customer churn prediction
PublikacjaIn recent times, customer churn has become one of the most significant issues in business-oriented sectors with telecommunication being no exception. Maintaining current customers is particularly valuable due to the high degree of rivalry among telecommunication companies and the costs of acquiring new ones. The early prediction of churned customers may help telecommunication companies to identify the causes of churn and design...
-
Marta Kuc-Czarnecka dr
OsobyMarta Kuc-Czarnecka jest zastępczynią kierownika Katedry Statystyki i Ekonomii na Wydziale Zarządzania i Ekonomii Politechniki Gdańskiej. Pełni również funkcję pełnomocniczki Dziekana ds. akredytacji AMBA. Jest współzałożycielką Rethinking Economics Gdańsk oraz członkinią Fundacji im. Edwarda Lipińskiego na rzecz promocji pluralizmu w naukach ekonomicznych. W latach 2018-2022 była ekspertką Europejskiej Fundacji na Rzecz Poprawy...
-
AI-powered Digital Transformation: Tools, Benefits and Challenges for Marketers – Case Study of LPP
PublikacjaThe article aims to show the role (benefits and challenges) of AI-powered digital marketing tools for marketers in the age of digital transformation. The considerations were related to the Polish market and a case study of LPP, a Polish clothing retailer. The starting point for this study was the analysis of the literature on the concept of artificial intelligence (AI) with reference to digital marketing. In the next steps, the...
-
The potential of web awareness as a determinant of dually defined customer value
PublikacjaIn 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...
-
Applying Fuzzy Logic of Expert Knowledge for Accurate Predictive Algorithms of Customer Traffic Flows in Theme Parks
PublikacjaThis study analyzes two forecasting models based on the application of fuzzy logic and evaluates their effectiveness in predicting visitor expenditure and length of stay at a popular theme park. The forecasting models are based on a set of more than 600 decision rules constructed in the form of a complex series of IF-THEN statements. These algorithms store expert knowledge. A descriptive instrument that records the individual visitor's...
-
Employment structure in business services centers broken down into supported process categories.
Dane BadawczeThe 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%)...
-
Online brand communities’ contribution to digital business models
PublikacjaAbstract 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...
-
Knowledge Exchange Between KIBS Firms and Their Clients: Case Study Analysis
PublikacjaPurpose: 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...
-
SMART SHOP SERVICES FOR BUILDING CUSTOMER-ORIENTED SCENARIOS
PublikacjaThe 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...
-
Number of active users of the mobile banking application (only a mobile phone) - 2017
Dane BadawczeCustomers 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...
-
A fair distribution scheme for joint fingerprinting and decryption methods= Sprawiedliwy schemat dystrybucji dla metod łącznego osadzania odcisku palca oraz deszyfracji
PublikacjaThe 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...
-
Commitment Ladder in the Relationship between Service Providers and Customers as Added Value in Sustainable Services Development
PublikacjaThe 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...
-
Market orientation and hotel performance: The mediating effect of creative marketing programs
PublikacjaThis 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...
-
Opinion about causes of framing of Kingston chest (box cooler) damage, on PSV vessel VS4411 DF-PSV (B-855)
PublikacjaThe 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...
-
Customer Engagement Consequences for Firms
PublikacjaPurpose: 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...
-
Framing the Temporal Dimensions of a Brand
PublikacjaDrawing 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...
-
Antecedents and Consequences of Brand Loyalty
PublikacjaThe 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...
-
AI-powered Customer Relationship Management – GenerativeAI-based CRM – Einstein GPT, Sugar CRM, and MS Dynamics 365
PublikacjaGenerative artificial intelligence (GenAI) and its implementation in successive business management support systems is a rapidly growing area of theoretical consideration, ongoing research, discourse and application in practice. Recently, the implementation of of GenAI in customer relationship management (CRM) systems has been observed. Accordingly, the aim of this article is to identify areas where GenAI can enhance CRM systems,...
-
Zarządzanie relacjami z klientami a przewaga konkurencyjna
PublikacjaW 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.
-
The Relational Benefits and the Quality of Services in Tourism
PublikacjaIn 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...
-
Towards the value-based design of on-line services
PublikacjaThe 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...
-
Report no: WOiO /II/46/2015 - Construction node verification test, estimation of breaking load (shear force) and destruction form
PublikacjaA 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
-
Report no WOiO/II/67/2015 - Expertise about load capacity of twistlock foundation and sliding foundation
PublikacjaCustomer 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
-
Interconnection of the Customer-Side Resources Using Single Phase VAPF
PublikacjaThe 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.
-
Smart Services for Improving eCommerce
PublikacjaThe 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...
-
Teaching management skills to software develop- ment teams through the lean start-up methodology
PublikacjaIn 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...
-
Text Mining Algorithms for Extracting Brand Knowledge; The fashion Industry Case
PublikacjaBrand 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....
-
Adopting Collaborative Games into Agile Requirements Engineering
PublikacjaIn 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”....
-
Artificial Neural Network in Forecasting the Churn Phenomena Among Costumers of IT and Power Supply Services
PublikacjaThis 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...
-
Anna Maria Trzaskowska dr inż.
OsobyAnna Maria Trzaskowska od 2017 roku jest zatrudniona na stanowisku adiunkta na Wydziale Zarządzania i Ekonomii w Katedrze Informatyki w Zarządzaniu. Przez ponad 2 lata pełniła funkcję Zastępcy Kierownika Katedry oraz Quality Lead na studiach MBA prowadzonych na wydziale. Od 2018 roku Kierownik Programu międzywydziałowego kierunku Inżynieria Danych. Od 2021 roku Kierownik Projektu oraz członek kilku projektów międzynarodowych w...
-
Lack of control over work and organizational citizenship behavior: overwork climate as a suppressor variable
Dane BadawczeThis 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...
-
Fast method for IEEE 802.16-2004 standard-based networks coverage measuring
PublikacjaThis 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...
-
A Cross-Team Collaborative Evaluation of a CRM System
PublikacjaThis 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...
-
Mobile operators at war: opinion mining and sentiment analysis on social media
PublikacjaConsidering 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...
-
Consumer social network brand identification and personal branding. How do social network users choose among brand sites?
PublikacjaBrands’ 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...
-
Ancillary services to grids provided with distributed generation
PublikacjaThe 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...
-
Customer Assessment of Brand Valuation and Social Media
PublikacjaThe 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...
-
Trust in Electronic Word-of-Mouth (eWOM): the concept and the most important determinants
PublikacjaeWOM 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...
-
Wpływ usług on-line na budowanie pozytywnych relacji i lojalności klienta
PublikacjaW artykule omówiono wybrane problemy projektowe dotyczące współczesnych usług on-line w kontekście budowania trwałej lojalności klienta. Przedstawiono model warstwowego rozwoju usług on-line wraz z zaleceniami projektowymi zorientowanymi na budowanie i wzmacnianie lojalności klienta. Przedstawiono przykłady scenariuszy rozwoju usług e-zdrowia online. Przedstawiono możliwości dalszego rozwoju prezentowanego podejścia i plany dalszych...
-
Utilizing online collaborative games to facilitate Agile Software Development
PublikacjaEffective collaboration and interaction among the development team and between the team and the customer as well as proactive attitude in initiating and implementing improvements play vital roles in the success of agile projects. The challenge is how to address these social aspects since neither the Agile Manifesto nor the Scrum Guide specify techniques that aid the human side of software development. To fill this gap, we developed...
-
Zastosowanie systemów informatycznych klasy CRM w procesach zarządzania relacjami z klientami
PublikacjaPrzedstawiono znaczenie i rolę systemów informatycznych w procesie zarządzania nowoczesną jednostką organizacyjną. Zaprezentowano cykl rozwojowy systemów zarządzania w dobie ciągłego zapotrzebowania na informację. Pokazano rozwój narzędzi informatycznych wspierających rozwój i funkcjonowanie przedsiębiorstw. Określono pojęcie procesu biznesowego. W szczególności zwrócono uwagę na systemy typu CRM (Customer Relationship Management)...