ARTICLE | doi:10.20944/preprints201809.0504.v1
Subject: Medicine And Pharmacology, Veterinary Medicine Keywords: Customer satisfaction, customer loyalty, attitudinal loyalty, behavioral loyalty, relationship between satisfaction and loyalty, communication, trust, commitment, perceived value, value co-creation, veterinarian, veterinary medicine, pet-owner
Online: 26 September 2018 (09:27:13 CEST)
Loyalty is one of the greatest intangible assets that any organization can possess and improving client loyalty is a primary marketing goal that can have a significant financial impact on any business. This quantitative study examined the mediating role of communication on the relationship between satisfaction and loyalty (attitudinal and behavioral) in veterinary clinics, along with the moderating roles of trust, commitment, perceived value, and relational characteristics. Responses collected from 351 pet-owners through social media were analyzed using descriptive and inferential statistics. The results show that attitudinal loyalty (AL) has a strong positive relationship with communication at multiple points in a veterinary clinic whereas the relationship with behavioral loyalty was not as clear. Additional findings suggest that AL, which is influenced by trust in the veterinarian, communication from staff members and commitment, has a strong positive relationship with behavioral intentions, increases the number of products and services that a pet-owner consumes at his or her primary veterinary clinic, and attenuates the role of cost in receiving veterinary care. These findings can help veterinary clinic owners and managers in developing and implementing relationship strategies that improve pet-owner loyalty. The article that follows is a synopsis of the author’s dissertation.
ARTICLE | doi:10.20944/preprints202102.0359.v2
Subject: Engineering, Automotive Engineering Keywords: food delivery; customer satisfaction; new normal; COVID-19; theory of planned behavior
Online: 19 February 2021 (10:01:10 CET)
Online food delivery service (OFDS) has been widely utilized during the new normal of COVID-19 pandemic especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction & loyalty in OFDS during the new normal of COVID-19 pandemic in Indonesia by utilizing an extended Theory of Planned Behavior (TPB) approach. 253 respondents voluntarily participated and answered 65 questions. Structural equation modeling (SEM) indicated that Hedonic Motivation (HM) was found to have the highest effect on customer satisfaction, followed by Price (P), Information Quality (IQ), and Promotion (PRO). Interestingly, this study found out that usability factors such as Navigational Design (ND) and Perceived Ease of Use (PEOU) were not significant to customer satisfaction and loyalty in OFDS during the new normal of COVID-19. This study can be the theoretical foundation that could be very beneficial for OFDS investors, IT engineers, and even academicians. Finally, this study can be applied and extended to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of COVID-19 in other countries.
ARTICLE | doi:10.20944/preprints202002.0367.v1
Subject: Computer Science And Mathematics, Applied Mathematics Keywords: Recommender Systems; Customer Loyalty; Complex Networks
Online: 25 February 2020 (11:04:46 CET)
A good recommender system can infer customers’ preferences based on their historical purchase records, and recommend products that the customers may be interested in, saving them a lot of time and energy. For enterprises, it is difficult to recommend accurately to each customer, and the bad recommendation may be counterproductive. Customer loyalty is an indicator that measures the preference relationship between customers and products in the field of marketing. A hypothesis is proposed in this study: if companies can divide customers into different groups based on customer loyalty, the recommendation effect on certain groups is better than that on overall customers. In this study, customer loyalty is measured by four features of the RFML model. All customers are viewed as points on a four-dimensional space, which are clustered by the k-means model. Two recommendation algorithms based on complex networks are tested: recommendation algorithm based on bipartite graph and PersonalRank (BGPR), and recommendation algorithm based on a single vertex set network and DeepWalk (SVDW). The experimental results show that customer loyalty has improved the effectiveness of the two algorithms over 14%, and the recommendation effect is the best on customer groups with a loyalty level of 4 (the highest level is 5). The recommendation algorithms with customer loyalty are better than using them alone.
ARTICLE | doi:10.20944/preprints201710.0107.v1
Subject: Business, Economics And Management, Econometrics And Statistics Keywords: Bus; Customer satisfaction; Intercity terminal; SERVQUAL Model
Online: 16 October 2017 (12:58:16 CEST)
The aim of this study was to evaluate the nature of relationship between service quality and customers’ satisfaction thorough SERVQUAL model. This study can be considered as an applied research, from purpose point of view and descriptive-survey, with regards to the nature and method. Passengers of Kaveh and Sofeh terminal in Isfahan have been considered as research population. Sample size included 200 passengers witch was determined by Cochran formula. Spss 19 was used to analyze collected data. Results show that there is a significant positive relationship between service quality and customers’ satisfaction. It is also proved that in terms of the importance of satisfactions’ dimensions, assurance is the most important aspect and then reliability, empathy, equipment appearance and responsiveness in sequence are the most important dimensions.
Subject: Business, Economics And Management, Marketing Keywords: satisfaction; customer; taxi market; marketing; Russia
Online: 12 December 2019 (12:40:56 CET)
The purpose of this paper is to identify factors that influenced customer satisfaction in the Moscow taxi market. The previous researches in customer satisfaction of transportation services laid the foundation of factor model. The resulting list of factors was revised by taxi market experts. The augmented model provided the basis for quantitative survey. The research sample included 310 respondents who have been using taxi services in Moscow during past 2 years. Survey data was analyzed using multiple choice regression method. Analysis results show significant differences between frequent and casual taxi users and a certain number of passenger experience factors that have no influence on customer satisfaction:for frequent users it is discount, for regular users - trip environment, and for rare clients - technical support&security and trip comfort.
ARTICLE | doi:10.20944/preprints202001.0015.v1
Subject: Business, Economics And Management, Business And Management Keywords: expectancy disconfirmation theory; customer satisfaction; e-commerce personalized service; recommendation system; deep neural network
Online: 2 January 2020 (05:34:39 CET)
With the development of information technology and the popularization of mobile devices, collecting various types of customer data such as purchase history or behavior patterns became possible. As the customer data being accumulated, there is a growing demand for personalized recommendation services that provide customized services to customers. Currently, global e-commerce companies offer personalized recommendation services to gain a sustainable competitive advantage. However, previous research on recommendation systems has consistently raised the issue that the accuracy of recommendation algorithms does not necessarily lead to the satisfaction of recommended service users. It also claims that customers are highly satisfied when the recommendation system recommends diverse items to them. In this study, we want to identify the factors that determine customer satisfaction when using the recommendation system which provides personalized services. To this end, we developed a recommendation system based on Deep Neural Networks (DNN) and measured the accuracy of recommendation service, the diversity of recommended items and customer satisfaction with the recommendation service. The experimental results of is the study showed that both recommendation system accuracy and diversity would have a positive effect on customer satisfaction. These results can further improve customer satisfaction with the recommendation system and promote the sustainable development of e-commerce.
ARTICLE | doi:10.20944/preprints202311.1299.v1
Subject: Medicine And Pharmacology, Cardiac And Cardiovascular Systems Keywords: Education, Televisit, Telecounselling, Post Myocardial Infarction, Follow-Up, Customer Satisfaction.
Online: 21 November 2023 (09:55:22 CET)
Background. There are few studies about post myocardial infarction follow-up using telemedicine. We organized a post-discharge telemedicine service with a dedicated team. To do this, it was necessary that all stakeholders involved in the organization and use of the telemedicine service were properly educated and informed. Methods. We designed a theoretical-practical mini-course, to train healthcare personnel and increase skills, with excellent learning outcomes and satisfaction. Thereafter, we enrolled patients affected by acute myocardial infarction with ST elevation (STEMI), MINOCA (myocardial infarction with no obstructive coronary atherosclerosis), Takotsubo syndrome or spontaneous coronary dissection, and high-risk acute myocardial infarction without ST elevation (NSTEMI). At discharge, the cardiology technician performed counselling for the patient; using regional platforms, televisit at 1 and 4 months monitored major adverse cardiac events (MACE), heart failure, arrhythmias, unstable angina and non-cardiovascular events, therapy adherence, target therapy and customer satisfaction. Results. Between November 2021 and February 2023, we enrolled 110 patients: 72% affected by STEMI, 22% by NSTEMI. At the 1-month follow up, 12 patients did not reach pressure target and 23 patients did not reach LDL target. We observed three in hospital readmission, three in hospital visits for further investigation and one death. To date, a four months follow up was performed for 54 patients. No readmissions or deaths occurred. We detect a rate of 96% of customer satisfaction. Conclusion. A health coordination center with a dedicated team makes televisit safe as a follow-up for post myocardial infarction patients. Before, it is fundamental for healthcare professionals the acquisition of theoretical knowledge and updates and the acquisition of manual, technical and practical skills.
ARTICLE | doi:10.20944/preprints202009.0181.v2
Subject: Engineering, Industrial And Manufacturing Engineering Keywords: Service Quality; E-Supply Chain Management; Customer Satisfaction; online shopping
Online: 20 December 2021 (11:33:13 CET)
The purposes of this study are to introduce the concept of Service Quality (SQ) in E-Supply Chain Management (E-SCM) and its impact on increasing Customer Satisfaction (CS) and provide insightful enhancements to the literature. In addition, the paper also examines the influence of SQ of E-SCM on CS in online shopping. After a comprehensive literature review, four key factors for measuring the E-Supply Chain (Process Control, Interaction with Supplier, Management Support, and Focus on Customers), four key factors for measuring CS (Informing Customers, Attention to Customers’ Needs, Staff Performance Accuracy, and Easy Access to Services), and four factors for measuring the quality of identification services (Assurance, Accountability, Tangibility and Reliability) were selected. The proposed conceptual model was then presented. This model was validated by data collected through a survey of 150 respondents in order to identify customer satisfaction, including that of customers of online websites in Iran. The sample data was analyzed using SPSS21, after which the interrelationships between the model and factors were examined based on the Partial Least Square-Structural (PLS). Model fit indices were then calculated for the dataset. The proposed model was validated using factor analysis and structural equation modeling techniques. The results indicated that E-SCM has a direct impact on CS. The effect of SQ was also confirmed. A positive and significant relationship was identified between E-SCM and CS, E-SCM and SQ, as well as SQ and CS (P> 0.05). The first limitation was to convince respondents to cooperate with the researchers. The second one was the lack of research-related background due to the subject being relatively new. This study, to the best of the authors’ knowledge, is the first empirical analysis on the CS assessment of SQ of E-Supply Chain in online shopping. This important link to online shopping has rarely been explored. It is expected that by filling this gap, this study will help in strengthening online shopping, which needs a change in the marketing area.
ARTICLE | doi:10.20944/preprints202112.0294.v2
Subject: Engineering, Energy And Fuel Technology Keywords: Residential electricity distribution; PLS-SEM; CB-SEM; quality of service; customer satisfaction
Online: 17 January 2022 (12:14:14 CET)
The main objective of this study is to apply structural equation modeling with partial least squares and based on covariance to assess the satisfaction of residential electricity consumers. The methodology used compares the results of both structural equation models to indicate the model that best fits the problem of measuring the satisfaction of residential consumers of electricity concessionaires and licensees. The sample used in the survey contained questionnaire responses from 86.175 individuals considering the period from 2014 to 2018. The constructs evaluated were satisfaction, quality, value, loyalty, and trust. Confidence interval analysis shows that all weights are significant, demonstrating the importance of all the indicators that represent the constructs. The trust, quality, and value constructs can explain 74.4% of the variability of the satisfaction construct, so the explanatory capacity of this relationship is considered substantial. Finally, the evaluation of the performance of the service provided by the electric energy concessionaires/licensees, measured by customer satisfaction, allows for the continuous improvement of services and meeting, even if minimally, the expectations of its consumers.
ARTICLE | doi:10.20944/preprints201811.0090.v1
Subject: Business, Economics And Management, Human Resources And Organizations Keywords: customer relationship management (CRM); social media; social CRM; customer information; small and medium enterprises (SMEs)
Online: 5 November 2018 (08:31:42 CET)
Social customer relationship management (SCRM) is a new philosophy influencing the relationship between customer and organization, where the customer gets opportunity to control relationship through social media. The paper aims on (a) identification of current level of SCRM and also on (b) influence of basic organizational characteristics on SCRM level. The data were gathered through the questionnaire distributed in 362 organization headquartered in the Czech Republic. The questionnaire comprised 54 questions focusing on the significance of marketing and CRM practices, establishing a relationship with the customer, online communities, the use of social media in marketing, and acquiring and managing information. The majority of questions were scalable and used typical five-level Likert scale. Results showed that larger firms more often set up their own online communities and manage them strategically, moreover they are able to manage information better. Contrariwise, small sized organizations use social networks as a way to establish communication with the customer more than large sized entities. Use of social media for marketing purposes is significantly higher in organizations oriented on consumer markets than on business markets.
REVIEW | doi:10.20944/preprints202010.0053.v1
Subject: Business, Economics And Management, Accounting And Taxation Keywords: customer experience; customer-centricity; customer experience design; and integrated customer experience strategy
Online: 5 October 2020 (08:14:04 CEST)
The dynamics involving market competition and the challenges of dealing with empowered customers, means that creating and delivering relevant customer experience (CX) of service, is as important as creating product or services. Several studies have treated customer experience as though a front-desk, sales-point affair with the customer in the retailing environment, negating the critical role of organization-wide efforts in the overall customer experience management sequence. This review, however, adopts customer-centricity, as a theoretical lens to underscore the [re]configuration of organizational-level factors that are critical to adopting a high customer-experienced centred organization. Based on the review, we highlight conditions for adopting high customer experience management organization: (1) developing an integrated CX strategy, (2) CX-based knowledge management, (3) organizational re-design that supports CX-management, (4) top management commitment, (5) integrated CX IT systems, and (6) CX-oriented HR policies. These practices are only necessary conditions, but not sufficient, for creating, delivering, relevant and sustainable customer experience. However, more robust empirical studies are needed to advance the application of organization-wide customer experience management, which vary across industry, products/services, and sector.
ARTICLE | doi:10.20944/preprints202102.0250.v1
Subject: Business, Economics And Management, Business And Management Keywords: Customer Service Experience; Multichannel Retailing; Customer Journeys; Customer Equity
Online: 10 February 2021 (10:25:58 CET)
Spectacular shifts have been led to by The COVID-19 crisis in consumer behavior. Retailers will have to work hard to meet ever-evolving customer service experience with respect to the ways in which it may be differently affected by offline or online transactions in order to win and stay relevant. We suggest an integrative framework and construct customer service experience hypotheses, based on its antecedents and consequences that will contribute to academic study as well as managerial implications. The hypotheses are tested by a simultaneous equation model employing two data sets of the retail industry's offline and online customers. In this study, 571 samples of these businesses, 319 and 252 respondents from offline and online retail channels, respectively, were collected by means of an online web survey of consumers. The results show that the impact of consequences and antecedents of CSX differs based on the media utilized. The integrative framework of CSX in its online medium is far more effective than its explanatory power offline. The outcomes are reasonably counterintuitive in so far as they demonstrate that while most elements of CSX where a service is selected offline is the same in terms of customer loyalty and value equity, the emotional element related to the service provider is higher when the service is selected offline rather than online. These outcomes indicate that, contrary to popular fears, the online medium enables firms to develop a loyal customer foundation. These findings offer perceptivity into how an online channel could be used to better complement the offline channel, contributing towards new knowledge and understanding on CSX and how it may be utilized for managerial decision-making.
ARTICLE | doi:10.20944/preprints202311.1119.v1
Subject: Social Sciences, Education Keywords: Social Media; WhatsApp; Education; Customer Relationship Management (CRM); Mobile Learning
Online: 17 November 2023 (09:03:36 CET)
The rapid expansion of social media and instant messaging applications, such as WhatsApp, has transformed how individuals and organizations communicate and engage. This think piece explores the potential of integrating WhatsApp as a customer relationship management (w-CRM) tool within the education sector to foster and sustain long-term relationships among students, teaching staff, and non-teaching staff. By leveraging real-time features and the widespread use of WhatsApp, educational institutions can create a more interactive and dynamic learning environment, benefiting all stakeholders involved. The literature highlights the importance of establishing clear frameworks for mutual engagement and interaction and the potential of w-CRM to improve communication between students' families and educational institutions. There are potential risks associated with the pervasive use of WhatsApp, and call for future research to explore strategies for mitigating these risks while maximizing the benefits of w-CRM in the education sector. Longitudinal studies are recommended to evaluate the long-term impact of w-CRM on stakeholder relationships, student outcomes, and overall institutional performance.
ARTICLE | doi:10.20944/preprints202306.1938.v1
Subject: Business, Economics And Management, Business And Management Keywords: Customer perception; AI-enabled customer experience; Ecuadorian banking environment.
Online: 27 June 2023 (15:49:50 CEST)
This manuscript reviews the relationship between customer perception factors and AI-enabled customer experience in the Ecuadorian banking industry. The study employs a self-designed online questionnaire with five factors for customer perception (convenience in use, personalization, trust, customer loyalty, and customer satisfaction) and two categories for AI-enabled customer experience (AI-hedonic customer experience and AI-recognition customer service). The final valid dataset consisted of 226 questionnaires. The data analyses and the hypotheses tests were done using SPSS 26 and structural equation modeling, respectively. The main findings displayed that all five customer perception factors have a positive and significant effect on AI-enabled customer experience in the Ecuadorian banking industry. Study results are aligned with previous findings from other countries, particularly the banking environment in the United Kingdom, Canada, Nigeria, and Vietnam. The AI techniques involved in the financial sector increase the valuation of customer experience due to AI algorithms recollecting, processing, and analyzing customer behavior. This study contributes with a complete statistical and econometric model for determinants of AI-enabled customer experience. The main restriction of the study is the particular analysis of the most demanded AI financial services (not all services and products are included) and the inexistence of a customer perception index. For upcoming research, the authors recommend performing a longitudinal study using quantitative data to measure the effect of AI-enabled customer experience on the Ecuadorian banks’ performance.
ARTICLE | doi:10.20944/preprints202106.0063.v1
Subject: Computer Science And Mathematics, Algebra And Number Theory Keywords: Churn 1; customer churn; customer segmentation; churn prevention; predictive churn model; recommendation system engine.
Online: 2 June 2021 (10:03:02 CEST)
The strategy of any organization is based on the growth of its customer base, and one of its principles is that selling a product to an existing customer is much more profitable than acquiring a new customer. However, this approach has several opportunities for improvement, since it usually has a totally reactive approach, which does not give opportunity to the areas specialized in customer experience and recovery, to give an effective response for that moment, since the customer is gone at the time of the intervention. This happens because usually a diagnostic analysis of customers who have stopped buying products or services in a defined period, commonly three (3) periods or months, is performed. This thesis work challenges the way to face this problem, and proposes the development of a complete solution, which does not focus exclusively on the prediction of churn, as is usually done in the state of the art research, but to intervene in different interactions that can be carried out with customers. The above focused not only to prevent customer churn, but to generate an added value of continuous improvement in sales processes, increase customer penetration, leading to an improvement in customer experience and consequently, an increase in customer loyalty.
ARTICLE | doi:10.20944/preprints201810.0652.v1
Subject: Business, Economics And Management, Business And Management Keywords: supply chain management; logistics; collaboration; cooperation; supply chain design; customer satisfaction; distribution; regression; noodles
Online: 29 October 2018 (04:45:36 CET)
The degree of collaboration among supply chain partners and the structure of the network are important determinants of the level of satisfaction customers derive from the products or services. However, the effects of these dimensions on customer satisfaction at the downstream section of the supply chain remain under-researched in Nigeria. This study precisely examined the effects of collaboration and supply chain design on customers’ satisfaction at the downstream end of the chain using Ekiti State as study area. The study employed descriptive survey design with the use of structured Likert scale questionnaire administered to 381 retailers of noodles in Ekiti State. The research hypotheses were analysed using simple linear regression as statistical technique with the aid of SPSS version 22.0. At the end of the study, it was observed that both collaboration and supply chain design were significant predictors of customers’ satisfaction of instant noodles in Ekiti State. However, collaboration among supply chain partners emerged as stronger determinant of customers’ satisfaction than supply chain design. The study concludes that these two practices of supply chain management are highly important criteria any manufacturing firm especially in the noodles industry must pay close attention to in order to satisfy her consumers.
HYPOTHESIS | doi:10.20944/preprints202106.0119.v1
Subject: Computer Science And Mathematics, Algebra And Number Theory Keywords: Churn 1; customer churn; customer segmentation; churn prevention; predictive churn 20 model; recommendation system engine
Online: 3 June 2021 (14:57:01 CEST)
The strategy of any organization is based on the growth of its customer base, and one of 5 its principles is that selling a product to an existing customer is much more profitable than acquiring 6 a new customer. However, this approach has several opportunities for improvement, since it usu- 7 ally has a totally reactive approach, which does not give opportunity to the areas specialized in 8 customer experience and recovery, to give an effective response for that moment, since the customer 9 is gone at the time of the intervention. This happens because usually a diagnostic analysis of cus- 10 tomers who have stopped buying products or services in a defined period, commonly three (3) pe- 11 riods or months, is performed. This thesis work challenges the way to face this problem, and pro- 12 poses the development of a complete solution, which does not focus exclusively on the prediction 13 of churn, as is usually done in the state of the art research, but to intervene in different interactions 14 that can be carried out with customers. The above focused not only to prevent customer churn, but 15 to generate an added value of continuous improvement in sales processes, increase customer pene- 16 tration, leading to an improvement in customer experience and consequently, an increase in cus- 17 tomer loyalty.
HYPOTHESIS | doi:10.20944/preprints202106.0118.v1
Subject: Computer Science And Mathematics, Analysis Keywords: Churn 1; customer churn; customer segmentation; churn prevention; predictive churn 21 model; recommendation system engine.
Online: 3 June 2021 (13:34:28 CEST)
The strategy of any organization is based on the growth of its customer base, and one of 6 its principles is that selling a product to an existing customer is much more profitable than acquiring 7 a new customer. However, this approach has several opportunities for improvement, since it usu- 8 ally has a totally reactive approach, which does not give opportunity to the areas specialized in 9 customer experience and recovery, to give an effective response for that moment, since the customer 10 is gone at the time of the intervention. This happens because usually a diagnostic analysis of cus- 11 tomers who have stopped buying products or services in a defined period, commonly three (3) pe- 12 riods or months, is performed. This paper challenges the way to face this problem, and proposes 13 the development of a complete solution, which does not focus exclusively on the prediction of 14 churn, as is usually done in the state of the art research, but to intervene in different interactions 15 that can be carried out with customers. The above focused not only to prevent customer churn, but 16 to generate an added value of continuous improvement in sales processes, increase customer pene- 17 tration, leading to an improvement in customer experience and consequently, an increase in cus- 18 tomer loyalty.
CONCEPT PAPER | doi:10.20944/preprints202106.0113.v1
Subject: Computer Science And Mathematics, Algebra And Number Theory Keywords: Churn 1; customer churn; customer segmentation; churn prevention; predictive churn 20 model; recommendation system engine.
Online: 3 June 2021 (12:48:22 CEST)
The strategy of any organization is based on the growth of its customer base, and one of 5 its principles is that selling a product to an existing customer is much more profitable than acquiring 6 a new customer. However, this approach has several opportunities for improvement, since it usu- 7 ally has a totally reactive approach, which does not give opportunity to the areas specialized in 8 customer experience and recovery, to give an effective response for that moment, since the customer 9 is gone at the time of the intervention. This happens because usually a diagnostic analysis of cus- 10 tomers who have stopped buying products or services in a defined period, commonly three (3) pe- 11 riods or months, is performed. This paper challenges the way to face this problem, and proposes 12 the development of a complete solution, which does not focus exclusively on the prediction of 13 churn, as is usually done in the state of the art research, but to intervene in different interactions 14 that can be carried out with customers. The above focused not only to prevent customer churn, but 15 to generate an added value of continuous improvement in sales processes, increase customer pene- 16 tration, leading to an improvement in customer experience and consequently, an increase in cus- 17 tomer loyalty.
ARTICLE | doi:10.20944/preprints201812.0249.v1
Subject: Engineering, Energy And Fuel Technology Keywords: Grocery Delivery, Energy-Savings, CO2-Savings, Munich, Break-Even Point, Electric Delivery Vehicle, Customer Pickup, Modal Shift
Online: 20 December 2018 (12:46:13 CET)
TThe number of supermarkets offering a grocery delivery has been increasing during the last years. Many studies deduce CO2 emission savings using this concept. Since the delivery of groceries also consumes energy and produces emissions, break-even points can be calculated, from where the delivery has environmental advantages compared to the customer pickup. In this paper, influences of differing vehicle use on break-even points for savings of energy and CO2 emissions are analyzed for the case of Haidhausen Süd, a city district of Munich in Germany. Internal combustion engine and electric vehicles are investigated to depict current as well as future trends. After an introduction to the used methodology, the potential to save energy and CO2 emissions related to the delivery of groceries in the chosen district of Munich is evaluated. Afterwards, influences on the break even points are presented and discussed. As the results show, a delivery of groceries leads to energy and carbon dioxide savings in a wide range of private vehicle use for grocery shopping trips. Nevertheless, if the complete customer vehicle fleet is electrified, the use of delivery vehicles with an internal combustion engine can cause an additional environmental impact at the current modal split for shopping trips in Germany.
ARTICLE | doi:10.20944/preprints202008.0145.v1
Subject: Business, Economics And Management, Business And Management Keywords: Sustainability; Customer-Centric; Business strategy; Marketing; Bibliometric analysis
Online: 6 August 2020 (10:07:14 CEST)
Firms are increasingly organized around the client. At the same time, there is customer pressure on green and sustainable organizations. The purpose of this paper is to map the current state of the research in the domain of customer-centric organizations from a sustainable perspective. We conducted a bibliometric analysis from published documents between 1990 and 2020. Key findings indicate that research on customer centricity and sustainability has increased in recent years and that the topic is structured into 3 clusters: (1) Sustainability; (2) Customer-Centric Perspective, and Sustainable Development; and (3) Customer Experience and Sales. Moreover, new concepts and technologies have been introduced during the last three years. The implementation of a bibliometric methodology and the focus given to the definition, the relationships, and the evolution of the three main clusters within the topic are the characteristics that differentiate our study from other publications or reviews in the field of research. This paper is beneficial for practitioners who aim to deploy the customer centricity approach in their firms from a sustainable perspective.
ARTICLE | doi:10.20944/preprints202308.0580.v1
Subject: Computer Science And Mathematics, Data Structures, Algorithms And Complexity Keywords: retailing; customer behavior; clustering; segmentation; external validation indices
Online: 8 August 2023 (13:57:37 CEST)
While there are several ways to identify customer behaviors, few extract this value from information already in a database, much less extract relevant characteristics. This paper presents the development of a prototype using the recency, frequency, and monetary attributes for customer segmentation of a retail database. For this purpose, the standard K-means, K-medoids, and MiniBatch K-means were evaluated. The standard K-means clustering algorithm was more appropriate for data clustering than other algorithms as it remained stable until solutions with 6 clusters. The evaluation of the clusters’ quality was obtained through the internal validation indexes: Silhouette, Calinski Harabasz, and Davies Bouldin. Once consensus was not obtained, three external validation indexes were applied: global stability, stability per cluster, and segment-level stability across solutions. Six customer segments were obtained, identified by their unique behavior: Lost customers, disinterested customers, recent customers, less recent customers, loyal customers, and best customers. Their behavior was evidenced and analyzed, indicating trends and preferences.
ARTICLE | doi:10.20944/preprints202011.0736.v1
Subject: Computer Science And Mathematics, Algebra And Number Theory Keywords: Path analysis; in-store behavior; customer Clustering; indoor positioning; trajectory analysis; multilateration
Online: 30 November 2020 (15:57:36 CET)
With the rapid development of smart phones, tablets and their operative systems, many positioning enabled sensors have been built into these devices. Users can now accurately fix their location according to the function of GPS receivers. For indoor environments, as in the case we are studying, WiFi based positioning is preferred to GPS due to the attenuation or obstruction of signals. This paper deals with the automatic classification of customers in a Sports Shop Center on the basis of their movements around the shop's premises. To achieve this goal, we start by collecting (x,y) coordinates from customers while they visit the store. Consequently, any costumer's path through the shop is formed by a list of coordinates, obtained with a frequency of one measurement per minute. Then, a guess about the full trajectory is constructed and a number of parameters about these trajectories is calculated before performing an Unsupervised Learning Clustering Process. As a result, we can identify several types of customers, and the dynamics of their behavior inside the shop. This information is of great value to the company, to be used both in the long term and also in short periods of time, monitoring the current state of the shop at any moment, identifying different types of situation appearing during restricted periods, or predicting customer flow conditions
ARTICLE | doi:10.20944/preprints202302.0232.v2
Subject: Business, Economics And Management, Marketing Keywords: customer emotions; cosmetic products; luxury products; online shopping
Online: 23 February 2023 (02:30:36 CET)
Most buying decisions are affected by the customer's analysis of the advantages and disadvantages of the product and its emotional aspects. Psychological and marketing studies have confirmed the role of customer emotions in various stages of the purchasing process. The present study aims to identify the dimensions and factors that potentially influence customer emotions in buying luxury cosmetics. First, in order to identify the various aspects of customer emotions, a qualitative study was conducted using in-depth semi-structured interviews with 23 customers of luxury cosmetics and health products in Telegram groups. This study led to the identification of various dimensions of customer emotions and a list of factors that potentially act as antecedents of emotions in the target population. In the next step, based on group consensus, the antecedents affecting customer emotions were determined. The members of the panel at this stage included 15 specialists and experts in the fields of marketing, psychology, companies importing luxury cosmetics and hygiene products which are active in online networks, as well as managers of luxury cosmetics and hygiene groups in online spaces. The consensus of experts was reached in three stages and 36 factors affecting customers' emotions were determined and ranked based on the relevance or strength of the perceived effect from the point of view of experts. Finally, they were classified into three categories as group and product variables, situational variables, and individual variables.
REVIEW | doi:10.20944/preprints202001.0368.v2
Subject: Computer Science And Mathematics, Algebra And Number Theory Keywords: mobile marketing; customer behavior; structural equations; decision making; individual knowledge
Online: 30 November 2020 (11:10:36 CET)
Nowadays, customers play a very important and vital role in the field of global economy. As a result, companies give special significance to the customers to survive and grow in the field of economic competition in the modern world and increase their relationship with the buyers of their products and services throughout their lifetime. Marketing growth through mobile phones has provided further motives for performing more researches in the field of customer behavior and attitude in mobile marketing. The goal of the current study is to analyze the effective factors on customer behavior in mobile marketing. The variables used in this study are perceived ease of use, individual knowledge, user’s mobile phone technology, customers’ negative attitudes, and customers’ positive attitudes. The current research is practical in terms of objective and is descriptive-analytic in terms of methodology. Data were gathered by distributing a questionnaire among 284 students of Tehran University. Data were analyzed by structural equation modeling using Lisrel and Expert Choice software. Test results showed that ease of use, individual knowledge, mobile phone technology, positive attitude, and negative attitude variables have a meaningful effect on customer behavior in mobile marketing. The confirmation of all the assumptions of the research supports the importance of the customer behavior analysis in mobile phone services.
ARTICLE | doi:10.20944/preprints202305.1434.v1
Subject: Business, Economics And Management, Business And Management Keywords: Customer predictive ability; Customized enterprises; Sustainable Innovation
Online: 19 May 2023 (10:52:06 CEST)
With the disruption of digital technologies, customers have emerged as co-producers in order to reduce costs and enhance productivity. Customer-driven business logic recognizes customer capabilities and sustainable innovation as key factors in the performance of customized manufacturing enterprises. The potential relationship between customers and producers has become a new area of inquiry. Existing research rarely delves into the impact of customer predictive ability on the process of customized production activities, particularly in relation to sustainable innovation, which remains inadequately characterized. Ships serve as a typical representation of customized enterprises. This study explores the underlying drivers of sustainable innovation through customer demand orientation by examining 20-year historical patterns in the global shipping and shipbuilding markets, considering the environmental dependency and temporal correlation characteristics of the shipbuilding market (producers) and the shipping market (consumers). By employing time series and panel data in a machine learning algorithm, specifically the random forest model, the study reveals a strong and statistically significant correlation between new ship deliveries and the Baltic Dry Index (BDI), with larger value ships having a more pronounced impact on the consumer market. The correlation analysis confirms that these two variables, in combination, can comprehensively reflect customer predictive ability and serve as crucial decision criteria for customer investment in new ship production. Furthermore, based on principal component analysis of customer predictive ability and ship innovation levels, as well as Granger causality tests, the study demonstrates that customer predictive ability is a Granger cause of sustainable innovation in customized production. Customer predictive ability influences sustainable innovation in customized enterprises to varying degrees. This research provides valuable insights for shipbuilding companies in terms of engaging in sustainable innovation in international markets and understanding the value of international market customers.
ARTICLE | doi:10.20944/preprints201609.0027.v1
Subject: Business, Economics And Management, Business And Management Keywords: customer complaint process improvement; customer complaint service; big data analysis
Online: 7 September 2016 (11:38:33 CEST)
With the advances in industry and commerce, passengers have become more accepting of environmental sustainability issues; thus, more people now choose to travel by bus. Government administration constitutes an important part of bus transportation services as the government gives the right-of-way to transportation companies allowing them to provide services. When these services are of poor quality, passengers may lodge complaints. The increase in consumer awareness and developments in wireless communication technologies have made it possible for passengers to easily and immediately submit complaints about transportation companies to government institutions, which has brought drastic changes to the supply-demand chain comprised of the public sector, transportation companies, and passengers. This study proposed the use of big data analysis technology including systematized case assignment and data visualization to improve management processes in the public sector and optimize customer complaint services. Taichung City, Taiwan was selected as the research area. There, the customer complaint management process in public sector was improved, effectively solving such issues as station-skipping, allowing the public sector to fully grasp the service level of transportation companies, improving the sustainability of bus operations, and supporting the sustainable development of the public sector-transportation company-passenger supply chain.
ARTICLE | doi:10.20944/preprints202305.0007.v1
Subject: Computer Science And Mathematics, Artificial Intelligence And Machine Learning Keywords: Machine Learning; Classification; Natural Language Processing; Text-based Customer Review Analysis; Sentiment Analysis; Deep Learning
Online: 1 May 2023 (03:21:05 CEST)
In today's business world, many companies have realized that consumer feedback evaluations play a crucial part in shaping the company's future activities. The hotel and tourism industries are well-known examples where the user feedback has become crucial. Even though most accommodations want their clients to express their opinions about their services, these reviews are nevertheless carefully reviewed by them. This manual approach is time demanding and error prone, the level of expertise of the individual analyzing the evaluations determines the quality of the manual analysis. This research focuses on the development of a tool-based support system that analyzes text-based customer evaluations and then highlights the maintenance issues identified in the reviews, removing the need to manually evaluate and analyze the customer reviews. The process includes data preparation, sentiment analysis, and a fully trained deep learning model to extract critical insights. Using sentiment analysis techniques after data preprocessing and trained deep learning model, an accuracy of 96% was achieved, and this paper discusses how this technology helps to meet the needs of accommodation management by completing activities efficiently. This might save management time and helps to save money without losing clients, allowing them to enhance their additional sales.
ARTICLE | doi:10.20944/preprints202309.0460.v1
Subject: Engineering, Transportation Science And Technology Keywords: automated deliveries; city parcel lockers; customer service quality; courier transport; Kano model; parcel lockers; quality features
Online: 7 September 2023 (13:30:48 CEST)
Recent global trends related to the increasing use of e-commerce are becoming a challenge for courier transport especially in the last-mile process of delivering products to the final retail recipient. One of the delivery methods is the personal collection of the parcel in an automated post box, available 24/7 for the customer. This research aims to define the most important attributes of the courier services quality, including the delivery of parcels through automated sending and receiving parcel lockers, leveraging advanced technologies, data, and connectivity to enhance the quality of life, sustainability, and efficiency for city residents. The research was based on a preliminary selection of the most important features of parcel lockers’ service quality, which were extracted from the analysis of scientific literature and previous research. The analysis was carried out by conducting a survey among city parcel locker users that provided data coded according to the dimensions of the Kano model. This allowed to conclude that the location of parcel stations, ensuring improvements for the disabled, adjusting the size of the parcel to the size of the box, proper placement of the parcel in the box and a properly functioning dedicated application are the most important features in the process of automatic delivery of parcels to recipients in urban areas. This paper enriches the literature on customer service quality of self-service technologies for last-mile delivery with the use of automated parcel lockers.
ARTICLE | doi:10.20944/preprints202001.0338.v1
Subject: Business, Economics And Management, Business And Management Keywords: startup failure; competency approach; Critical Incident Technique; Information seeking; Customer service orientation
Online: 28 January 2020 (10:37:41 CET)
Purpose: There is limited research on the reasons behind startup failure, and none of the available studies use a competency approach. In this study we applied Spencer’s competency model to identify the competencies in startups which, according to their CEOs, contributed to failure. Methodology: Three coders analyzed the stories of 50 startup failures published online using modified Critical Incident Technique. Findings: Two salient competencies were identified playing a fundamental role in startup failures if missing: Information seeking and Customer service orientation. A network pattern of 9 more prevalent competency deficits was created: Technical/professional/managerial expertise, Analytical thinking, Flexibility, Self-control, Concern for order, quality and accuracy, Interpersonal understanding, Self-confidence, Team leadership and Teamwork and cooperation. Besides startup-specific behavior descriptions were added to Spencer’s competencies. Research implications: Competency approach and Critical Incident Technique method proved to be feasible to identify competency deficits in failed startups. Practical implications: The identified competency deficits offer relevant focus areas for the assessment and development of startup teams. Originality: The study provided research evidence to describe the competency deficits of startup teams that are connected to their failure.
ARTICLE | doi:10.20944/preprints202307.0984.v1
Subject: Engineering, Industrial And Manufacturing Engineering Keywords: continuous improvement; waiting line; DMAIC; simulation; process control; productivity; customer service
Online: 14 July 2023 (07:53:30 CEST)
This work focused on proposing a plan for improvement and control of the customer service process in a customer service center, based on a waiting line analysis where it describes all the elements that interact in the system and a statistical analysis of processes to define the state in which it operates. Subsequently, the simulation of processes is applied to represent the system studied, and with it, to be able to evaluate different strategies for improvement and increase in productivity. The following strategies were evaluated: correction of the instability of customer service processes, establishment of new specification limits according to the promise of value to be fulfilled to customers, human resource management, administrative technical support. Finally, with the results obtained from the simulation of the system, the improvement and productivity increase plan is planned according to the DMAMC (Define, Measure, Analyze, Improve, Control, or DMAIC) continuous improvement cycle established in six sigma
ARTICLE | doi:10.20944/preprints202306.0759.v1
Subject: Engineering, Transportation Science And Technology Keywords: airport infrastructure; passenger terminal; customer experience; passenger satisfaction; passenger expectations; passenger operations; commercial facilities; wow effect
Online: 12 June 2023 (04:48:18 CEST)
: Airports are often the centers driving economic development of the local community in which they are located and have a significant impact on the national economy. Therefore, the infrastructural development of the airport is of great importance. On the other hand, passengers are becoming more experienced, more informed and more demanding in achieving their own satisfaction related to the level of quality of the service provided. The new airport infrastructure has an impact on improvement of customer experience, but with the assumption that certain physical and operational conditions are met. The research found that, in addition to the facilities that are part of the passenger operations, passengers pay significant attention to the commercial facilities, design and ambiance of the passenger terminal. It can be concluded that with the new airport infrastructure development such as passenger terminal, a wow effect at the customers will be achieved, but that only right design of ambient, simplified passenger flows and organization of commercial areas with a diverse offer and acceptable prices will ensure long term customer satisfaction and that the experience gap remains positive and sustainable.
ARTICLE | doi:10.20944/preprints202001.0275.v1
Subject: Business, Economics And Management, Finance Keywords: customer- oriented service; behaviour; distribution channel; commissions and fees; objective and subjective advice; sustainable insurance brokerage
Online: 24 January 2020 (10:36:31 CET)
This research focuses on the customer orientation of insurance brokers, whose activity is regulated by the Law of 26/2006 of July 17 on the mediation of private insurances and reinsurances. The goal is to ascertain whether the intermediation inherent in the insurance broker’s activity, which implies a customer-oriented service, entails a positive behaviour that transcends the immediate environment, reaching society. This study presents a comparative analysis between the insurance brokerage society, characterised by providing a personalised customer service, and banks’ advisory services on insurance. To this end, we study the evolution of the total volume of business and new production, compared for a portfolio of insurance products. The results presented in this research suggest that the customer values the advisory service provided by the broker. However, for a particular business segment in standardised insurance products and products related to banking assets, customers are more likely to resort to the bank’s services. In addition, the results indicate that the commission percentages applied by the entities operating in the banking insurance channel exceed those perceived by the insurance broker. With all this, intermediation in the development of the insurer’s activity can entail an ethical and social behaviour that involves customer-orientation and, possibly, social service, which does not always benefit the insurer.
ARTICLE | doi:10.20944/preprints201807.0121.v1
Subject: Engineering, Electrical And Electronic Engineering Keywords: customer; interruption; cost; DSO; compensation
Online: 6 July 2018 (15:58:22 CEST)
Estimation of the worth of continuity of electricity supply is of interest of industry, authorities and research society. There are numerous methods to calculate the Customer Interruption Costs (CICs). Each method has its advantages and disadvantages. This paper approaches the problem from Distribution System Operators’ (DSOs) point of view and adopts two existing analytical models. One model is used by the Finnish Energy Market Authority and the second one was proposed by the authors at a previous study. The model suggested by the authors as an alternative to the one used by the Finnish Energy Market Authority proposes a simple and straightforward methodology which will provide credible and objective estimations by only utilizing publicly available analytical data. We made use of cost and reliability indices data of 78 DSOs in Finland from the year 2016. In addition to cost estimations, this paper highlights regional differences in CIC estimations in different parts of Finland and critically overviews the existing standard customer compensation scheme in Finland.
ARTICLE | doi:10.20944/preprints202207.0363.v1
Subject: Business, Economics And Management, Marketing Keywords: social media; social media metrics; digital marketing; social media marketing strategy; customer sentiment; customer engagement
Online: 25 July 2022 (08:38:24 CEST)
The role of Social Media Marketing (SMM) in marketing strategies is rapidly growing. Because the use of social media is growing, the industry of SMM will grow bigger in the coming years; the pace of this growth is faster than ever. To survive in the modern competitive world, effective use of SMM for a firm is a must; for that, every SMM channel needs to be used to its full potential. For a marketing campaign to be effective, there is a need for some metrics to measure the success of the SMM campaign. These metrics measure if the campaign is successfully implemented or not. This would help firms understand the market, gain a competitive advantage, and ultimately get a positive impact on the overall business. This study categorizes SMM strategy into 4 dimensions and associates 10 broad categories of SMM metrics to these dimensions. The proposed model of this study suggests the application of Social Media Analytics (SMA) ineffective use of metrics to measure SMM campaigns. There are so many SMA Tools available for free and time-efficient data analysis that can lead to faster and better results than manual analysis. Following this model, the importance of SMA tools in devising an effective SMM strategy is highlighted. The implication of this research is towards a better understanding of the application of SMA for any firm to have a solid SMM Strategy, especially small and medium-sized enterprises that have limited resources.
ARTICLE | doi:10.20944/preprints202105.0359.v1
Subject: Business, Economics And Management, Marketing Keywords: digital marketing, social CRM, omnichannel CRM, customer experience management, customer engagement, marketing automation, B2B / B2C marketing
Online: 16 May 2021 (21:07:10 CEST)
This paper extends previous research on the influence of social media and digital channels on customer purchase behaviour by presenting a new omnichannel purchasing model. We characterise that model as a “virtuous circle” as it centres around customer use of social media and has potential to benefit both customers and companies. We illustrate that model with a worked example, discuss approaches to its implementation and evaluate its use in the context of a business case study. The model creates a framework that combines elements of digital marketing, social CRM, omnichannel CRM, and customer experience and engagement. This paper bridges academic and industry practitioner communities across those fields.
ARTICLE | doi:10.20944/preprints202010.0530.v1
Subject: Medicine And Pharmacology, Immunology And Allergy Keywords: KTAS; simulation; clinical decision-making ability; job satisfaction; customer orientation; nurse
Online: 26 October 2020 (14:14:54 CET)
This study focused on the development and implementation of an educational simulation program based on Korean Triage and Acuity Scale (KTAS) for nurses in emergency medical centers who completed KTAS training. We also examined its educational effects based on the evaluation of clinical decision-making ability, job satisfaction, and customer orientation. The study participants were 30 nurses in the emergency medical center of a general hospital. Data were collected from May 3 to 24, 2017, and analyzed using SPSS 22.0. There was a significant difference in the mean scores in clinical decision-making ability, job satisfaction, and customer orientation before and after simulation education. In other words, emergency nurses who received KTAS-based simulation education program improved their clinical decision making ability, job satisfaction, and customer orientation. Based on the results of this study, it is expected that it can be used for KTAS education, and it was found that simulation-based education is a useful learning method for triage nurses in emergency medical center.
ARTICLE | doi:10.20944/preprints202307.0069.v1
Subject: Business, Economics And Management, Business And Management Keywords: Consumer behaviour; Customer Perception; questionnaire survey; Car segment; Automotive Industry
Online: 4 July 2023 (03:08:39 CEST)
This research paper examines the evolution of car purchasing behaviour among consumers in India from 2010 to the present. Through extensive literature review and questionnaire survey, it explores the reasons behind the changing preferences and decision-making processes of consumers in the Indian automobile market. The study draws upon various sources, including market research reports, industry publications, academic studies, and consumer surveys, to provide a comprehensive analysis of the factors influencing car purchasing behaviour in India over the last decade. The findings of this research paper can help automakers and marketers better understand consumer preferences and develop effective strategies to cater to the evolving needs of the Indian car market.
ARTICLE | doi:10.20944/preprints202309.0560.v1
Subject: Computer Science And Mathematics, Analysis Keywords: Big Data Analytics; Revenue Generation; Customer Relationship Management (CRM)
Online: 8 September 2023 (13:33:43 CEST)
This study explores the potential of data science software solutions like Customer Relationship Management Software (CRM) for increasing the revenue generation of businesses. We focused on those businesses in Accommodation and Food Service sector across the European Union (EU). The investigation is contextualized within the rising trend of data-driven decision making, examining the potential correlation between data science application and business revenue. Employing a comprehensive evaluation of Eurostat datasets from 2014 to 2021, we used both univariate and multivariate analyses, we assessed e-commerce sales data across countries, focusing on the usage of big data and CRM tools. Big data utilization showed a clear, positive relationship with enhanced e-commerce sales. However, CRM tools exhibited a dualistic impact: while their use in marketing showed no significant effect on sales, their application in non-marketing functions had a negative correlation. These findings underscore the potential role of CRM and data science solutions in enhancing business performance in the EU's Accommodation and Food Service industry.
ARTICLE | doi:10.20944/preprints201811.0432.v1
Subject: Engineering, Industrial And Manufacturing Engineering Keywords: energy flexibility; retail stores; influential factors; employee engagement; customer engagement; utility collaboration
Online: 19 November 2018 (08:37:27 CET)
Retail buildings can provide energy flexibility to the grid with the possibility of load shifting and building automation systems. Demand response is a collective innovation in the smart grid domain. Various stakeholders should be involved in the demand response activities to ensure the success. The owners or senior management of retail buildings need to consider the stakeholders who are directly influenced by the demand response participation, e.g. customers and employees. Meanwhile, demand response activities are influenced by various factors, such as energy market structure, policy, etc. Therefore, this paper investigates the demand response readiness for retail buildings with three aspects: energy control preferences, stakeholder engagement, and cross-national differences. A questionnaire is designed and collected with store managers in Denmark (N=51) and the Philippines (N=36). The result shows that: 1) retail stores are much readier to participate in the implicit demand response by manual energy control compared to the utility control or building automation. Meanwhile, store managers have significant concerns about business activities and indoor lighting compared to other aspects; 2) the statistically significant influential factors for retail stores to participate in the demand response are related to whether the DR participation matches the company goals, influences business operation, and whether retail stores are lack of related knowledge; 3) retail stores believe that stakeholders should be informed about the DR activities but not involved in; 4) there are significant differences regarding the energy control preferences and concerns between retail stores in Denmark and the Philippines, but no significant difference regarding the stakeholder engagement.
ARTICLE | doi:10.20944/preprints202309.0121.v1
Subject: Business, Economics And Management, Marketing Keywords: Electric Vehicles; Green Transport, Carbon Footprint, Kuwaiti National Customer Preference
Online: 3 September 2023 (13:53:04 CEST)
The adoption of a fully battery-based Electric Vehicles (EVs) in Kuwait apparently seems to be less than one percent and hence Kuwait has the lowest indexed-rank among countries around the globe. The absence of fast-charging stations for fully-battery-based EVs and landlords' reluctance to install home fast-charging plugs are the primary reasons for extremely low adoption rates in this country. Because the government of Kuwait is reluctant to give permission for expatriates to own property in Kuwait, fully battery-based EV ownership is restricted to Kuwaiti nationals who reside in their private properties. To accomplish the present objectives, a quantitative de-scriptive method (closed-ended questions) was used to collect data from a sample of 227 Kuwaiti nationals who owned gasoline cars. The finding of the present study indicates that more than half of the participants stated that they preferred to purchase an EVs within the next three years if certain criteria were met, inclusive of government-controlled pricing policies and charging stations availability, fast-driving lanes, and free of charge parking spaces. Furthermore, more than 40 percent of respondents stated that they would contemplate purchasing an electric vehicle if the price of gasoline or diesel increased by 19 to 50 percent. The finding also indicates that more than forty percent of respondents said that believed that EVs are fire- and crash-safe and roughly half of the participants would pay between 6 and 20% more for an EVs because they be-lieve that EVs are environmentally friendly and significantly faster than gasoline vehicles. In addition, participants rewarded EVs with an excellent mark for their environmental, economic, and technological attributes and benefits.
ARTICLE | doi:10.20944/preprints202307.1586.v1
Subject: Social Sciences, Decision Sciences Keywords: smart cities; TAM; decision making; fuzzy logic; smart tourism; customer journey
Online: 24 July 2023 (10:52:09 CEST)
Due to the irruption of new technologies in cities such as mobile applications, geographic infor-mation systems, Big Data, Internet of Things (IoT) or Artificial Intelligence (AI), new approaches to citizen management are being developed with the aim of adapting citizen services to this new en-vironment. These new services can enable city governments and businesses to offer their citizens a truly immersive experience that facilitates their day-to-day lives and ultimately improves their quality of life. In this sense, it is important to emphasize that all investments in infrastructure and technological developments in smart cities will be wasted if the citizens for whom they have been created eventually do not use them for whatever reason. To avoid these kinds of problems, the citizen's level of adaptation to the technologies should be evaluated. However, although much has been studied about new technological developments, studies to validate the actual impact and user acceptance of these technological models are much more limited. This paper tries to fill this gap presenting a new model of recommender system based in the most cited and used model in the scientific and academic literature: the Technology Acceptance Model (TAM) and using the most cited and agreed upon criteria in the existing literature. To accomplish the objective, this study in-troduces a novel recommender system that utilizes a fuzzy 2-tuple linguistic model in conjunction with the analytic hierarchy process (AHP) method to prioritize and personalize the relationship between tourists and smart cities. The methodology proposed in this paper was tested and validated in a case of study through different clusters to derive global recommendations tailored to each specific cluster. The main findings reveal that the use of technology is closely linked to the ability to enjoy personalized experiences in the realm of Smart Cities and Smart Tourism. As future works, authors recommend extending the recommender system model to any cluster of tourists using the proposed methodology and evaluate also other kind of disruptive technologies such as artificial intelligence (AI) in supporting the citizens.
REVIEW | doi:10.20944/preprints202005.0128.v2
Subject: Social Sciences, Behavior Sciences Keywords: nudge; behavioural science; supermarket; customer experience; plastic bag ban; plastic waste
Online: 29 July 2020 (17:31:13 CEST)
Despite good intentions, the increasing number of plastic bag bans aimed at alleviating marine plastic pollution saw a correlated increase in the number of unintended consequences that emerged alongside the bans, suggesting that human behavior towards plastic bag consumption have not changed, but merely shifted, and are feeding into other major international environmental catastrophes. Nudge theory, which helps people make better choices for themselves without inhibiting their free will, is a potential solution that has been shown to play a subtle but important role in providing options under circumstances where complex information needs to be streamlined for the wider community, avoiding any unintended consequences and behavioural shifts that might arise from instruments that diminishes autonomy. It is therefore timely to look into the insights of nudge theory to encourage a positive behavioural change to reduce plastic bag consumption. Here we apply a systematic literature review to show how successful applications of nudges in supermarkets can be leveraged to reduce plastic bag consumption. We find that the current applications of nudges in various industries worldwide, including supermarkets have produced positive and encouraging results, as well as producing lasting behavioural change among the wider community. Supermarkets are identified as a powerful deployment site of these nudges due to their positioning as a dominant provider of plastic bags to the wider community, as well as being the largest and leading provider of daily food needs. Finally, we synthesise our findings to produce a coherent and testable framework of actionable interventions that supermarkets can employ to nudge customers towards reduced plastic bag reliance, accompanied with a visual timeline of a customer shopping in a supermarket experiencing these nudges.
ARTICLE | doi:10.20944/preprints202306.1129.v1
Subject: Business, Economics And Management, Marketing Keywords: Marketing Decisions; Decision-Making Model; Marketing Engineering; Optimization; Predictive Analytics; Customer Segmentation
Online: 15 June 2023 (11:19:03 CEST)
Effective marketing decision-making benefits from a rigorous, data-driven process that systematically evaluates alternatives based on insights and analysis. This study develops and evaluates a 5-stage decision-making process model integrating marketing engineering principles aimed to optimize marketing decisions. An experiment randomized 150 participants into groups following either the proposed model or an unaided approach. Results indicate the model-following group achieved significantly higher ROI from marketing decisions (19.3% vs 16.4%) and employed key elements like customer segmentation, experimentation, and optimization to a greater extent. However, limitations including the experiment's scenario, self-report measures, and cross-sectional design constrain implications. Future research employing probability sampling, multiple decision contexts, longitudinal designs, manipulation checks, and objective metrics can further validate the proposed model. Overall, the study advances the understanding of how structured decision processes based on marketing engineering principles may optimize marketing decisions and outcomes.
ARTICLE | doi:10.20944/preprints202304.0759.v1
Subject: Environmental And Earth Sciences, Environmental Science Keywords: Eco-label; Customer; WTP; PLS-SEM; Cocoa powder; Biosphere reserve; Dong Nai; Vietnam.
Online: 23 April 2023 (04:10:32 CEST)
This study examines the Willingness-To-Pay (WTP) of consumers and the determinants of eco-labeling for the organic cocoa powder produced in the Dong Nai UNESCO Biosphere Reserve (DNBR), Southern Vietnam. Eco-labels are designed according to Tiers of eco-labeling for biosphere reserves (BR) introduced by UNESCO include BR Destination (Tier 1), BR Quality Label (Tier 2), and Professional Certification Label (Tier 3). Questionnaires are delivered to 203 customers in the DNBR and nearby places, such as Dong Nai and HCMC. This study employs a hybrid approach using descriptive statistics, ANOVA test, and Partial Least Squares Structural Equation Model (PLS-SEM). The results indicate that gender and educational level have a positive effect on consumers' preferences. Customers are willing to pay more for cocoa powder with an eco-label than one with an organic label. Perceived food safety and product knowledge lower customers’ WTP, whereas agricultural environment and pricing concerns increase it. Tier 2 is suggested for labeling cocoa powder in the DNBR. The DNBR Management Board, together with the federal and provincial governments, should all follow a similar certification process. Increased eco-label awareness is crucial for the future of environmentally responsible shopping and responsible business practices.
Subject: Environmental And Earth Sciences, Water Science And Technology Keywords: Water Conservation; Customer Segmentation; Pro-Environmental Behaviour; Smart Water Meters; Water-use Feedback
Online: 7 May 2021 (09:41:56 CEST)
In response to droughts, various media campaigns and water saving instructions are released, often however, with only temporary water conservation effects. A promising development is this regard are Digital Water Meters (DWM) that provide near real-time water-use feedback. Despite extensive DWM experience in some water-stressed regions, a profound understanding of the initial attitude towards DWM and message tailoring opportunities are rarely empirically explored. Therefore, we aim to obtain insights into the attitude towards the introduction of DWM and explore opportunities for message tailoring, a topic of extra relevance as we may be on the threshold of a large-scale implementation in many world regions. Messages tailored to (i) normative beliefs and attitudes on drinking water, (ii) water-use activity and (iii) phase of decision-making, seem particularly compatible with DWM. Through a survey (n=1037) in the Netherlands, we observe that 93% of respondents have no objections utility investments in DWM and that 78% would accept a free DWM because of improved leakage detection, lower costs and environmental considerations. Finally, instead of sociodemographic factors, we observed that an attitude-based customer segmentation approach proved an especially useful predictor of respondent’s motivation to endorse DWM and forms a promising basis for water conservation message-tailoring strategies.
ARTICLE | doi:10.20944/preprints202304.0467.v1
Subject: Business, Economics And Management, Business And Management Keywords: corporate digital responsibility; CDR; digital technologies; corporate social responsibility; CSR; customer interface; case studies
Online: 18 April 2023 (03:26:24 CEST)
As the digital era advances, many industries continue to expand their use of digital technologies to support company operations, notably at the customer interface, bringing new commercial opportunities and increased efficiencies. However, there are new sets of responsibilities associated with the deployment of these technologies, encompassed within the emerging concept of corporate digital responsibility (CDR), which to date has received little attention in the academic literature. This exploratory paper thus looks to make a small contribution to addressing this gap in the literature. The paper adopts a qualitative, inductive research method, employing an initial scoping literature review followed by two case studies. Based on the research findings, a simple model of CDR parameters is put forward, and the article concludes with a discussion of a number of emergent issues - fair and equitable access, personal and social well-being, environmental implications, and cross-supply chain complexities - that suggest possible directions for future research.
REVIEW | doi:10.20944/preprints202304.1035.v1
Subject: Computer Science And Mathematics, Artificial Intelligence And Machine Learning Keywords: Machine Learning; Classification; Natural Language Processing; Text-based Customer Review Analysis; Sentiment Analysis; Deep Learning
Online: 27 April 2023 (04:30:17 CEST)
In today's business world, many companies have realized that consumer feedback evaluations play a crucial part in shaping the company's future activities. The hotel and tourism industries are well-known examples where the user feedback has become crucial. Even though most accommodations want their clients to express their opinions about their services, these reviews are nevertheless carefully reviewed by them. This manual approach is time demanding and error prone, the level of expertise of the individual analyzing the evaluations determines the quality of the manual analysis. This research focuses on the development of a tool-based support system that analyzes text-based customer evaluations and then highlights the maintenance issues identified in the reviews, removing the need to manually evaluate and analyze the customer reviews. The process includes data preparation, sentiment analysis, and a fully trained deep learning model to extract critical insights. Using sentiment analysis techniques after data preprocessing and trained deep learning model, an accuracy of 96\% was achieved, and this paper discusses how this technology helps to meet the needs of accommodation management by completing activities efficiently. This might save management time and helps to save money without losing clients, allowing them to enhance their additional sales.
REVIEW | doi:10.20944/preprints202207.0281.v1
Subject: Computer Science And Mathematics, Computer Networks And Communications Keywords: Optical networks; software-defined networks; fifth-generation wireless network(5G); network service orchestrators; customer- specific requirements; Quality of service, flexibility.
Online: 19 July 2022 (07:44:11 CEST)
Optical networks offer a wide range of benefits to the telecommunication sector world- wide with its provision of higher bandwidth which leads to faster data speed, longer transmission distance, and improved latency. Currently, the complexity associated with advancements in optical networks poses problems to network flexibility, reliability, and quality of service. Over the years, many reviews and proposals have been implemented by several literatures to provide solutions for optical networks using software-defined networks and network service orchestrators. This paper reviews the significant challenges in current optical network applications, the various solutions rendered by software-defined networks as well as network service orchestration, the impediments, and gaps in these software – defined networks. This paper will go a step further to look into the various improvements and implementations of software-defined networks tailored to solve specific optical network problems. This paper further proposes a flexible orchestration architecture for software-defined networks for solving flexibility and scalability problems in optical networks. This proposal uses Open Network System (ONOS) SDN controller, leveraging on dockerisation as well as kubernetes clusterisation and orchestration. This solution presents a more flexible, reliable, customable, and higher quality of service which is an improvement upon current solutions in literature.
ARTICLE | doi:10.20944/preprints202310.0885.v1
Subject: Engineering, Electrical And Electronic Engineering Keywords: internet technology; mobile communications; digital market; soft market; virtual market; shopping experience; e-marketing; customer behaviour
Online: 17 October 2023 (03:32:06 CEST)
With the rise of internet technology and the growth of mobile communications, the global economy has undergone a significant transformation, shifting towards digital and soft markets. As a result, great efforts have been made to establish virtual marketplaces that provide customers with an exceptional shopping experience. One crucial aspect of this new paradigm is marketing, which has led to the emergence of a new stage known as E-marketing. In E-marketing, understanding customer behavior is of utmost importance. Marketing teams and companies are eager to gain insights into how different customer segments react to their products. Marketing strategies are now developed based on customer information such as financial status, location, age, gender, and more. As a result, the abundance of customer data generated by these new commerce technologies has surpassed the capabilities of traditional data analysis methods. To extract valuable knowledge from this vast amount of data, data mining technologies have come into play. Techniques such as clustering, classification, and prediction are utilized to mine marketing data and uncover hidden patterns and trends. The impact of data mining on E-marketing has been the subject of analysis in this study. A questionnaire-based review was conducted to collect the necessary data, which was then analyzed using SPSS 23 software. The study's results demonstrate that data mining can significantly enhance the performance of E-marketing by providing intelligent and efficient predictions of customer behaviour. Moreover, this technology offers similar advantages for end-customers as well. By leveraging the power of data mining, companies can gain valuable insights, tailor their marketing efforts, and ultimately provide better products and services to their customers in the digital marketplace.
ARTICLE | doi:10.20944/preprints201804.0184.v1
Subject: Medicine And Pharmacology, Other Keywords: pharmacy; patient communication; pharmacy communications; interpersonal communications; automated telemarketing telephone calls; telephone messages; automated messages; communication theory; customer relation management; CRM; pharmacy practice
Online: 16 April 2018 (04:31:24 CEST)
Pharmacy personnel often answer telephones to respond to pharmacy customers (subjects) who received messages from automated systems. This research examines the communication process in terms of how users interact and engage with pharmacies after receiving automated messages. No study has directly addressed automated telephone calls and subjects’ interactions. The purpose of this study is to test the interpersonal communication (IC) process of uncertainty in subjects in receipt of automated telephone calls from pharmacies. Subjects completed a survey of validated scales for Satisfaction (S); Relevance (R); Quality (Q); Need for Cognitive Closure (NFC). Relationships between S, R, Q, NFC, and subject preference to an automated telephone call (ATC) were analyzed to determine whether subjects contacting pharmacies display information seeking behavior. This research demonstrates that seeking information occurs if subjects: are dissatisfied with the content of the ATC; perceive that the Q of the ATC is high; perceive that the Q of ATC is high, and like receiving the ATC or with high NFC, and do not like receiving ATCs. Other interactions presented complexities amongst uncertainty and tolerance of NFC within the IC process.
REVIEW | doi:10.20944/preprints202105.0074.v1
Subject: Business, Economics And Management, Marketing Keywords: Marketing Automation; Customer Relationship Management (CRMS); Automation; Machine Learning; Simulation; Marketing Simulation; Little’s Framework for Marketing Automation
Online: 6 May 2021 (11:53:13 CEST)
In order to be able to face competition, thriving corporations have to be compelled to maintain an awfully smart relationship with their existing customers and additionally to be able to anticipate their future wants. Thus, corporations do not target customers as teams, however they’re attempting to focus on them as individuals. However, to be able to use this information, corporations have to be compelled to use promoting automation tools. Marketing Automation was an idea first introduced in 2001 by John D.C. Little in his presentation at the 5th Invitational Choice Symposium UC Berkeley 2001. This survey paper assesses prominent research on Marketing Automation and suggests how it can be modified to adapt to the current marketing scenario.
ARTICLE | doi:10.3390/sci2030071
Subject: Physical Sciences, Astronomy And Astrophysics Keywords: telescopes; lightweight telescope mirrors; adaptive optics; better resolution; increased accuracy; more bandwidth; cluster of satellites; innovative platform; more capabilities into smaller packages; far-shorter time from click to customer
Online: 9 September 2020 (00:00:00 CEST)
The use of Light Amplification by Stimulated Emission of Radiation (i.e., LASERs or lasers) by the U.S. Department of Defense is not new and includes laser weapons guidance, laser-aided measurements, even lasers as weapons (e.g., Airborne Laser). Lasers in support of telecommunications is also not new. The use of laser light in fiber optics shattered thoughts on communications bandwidth and throughput. Even the use of lasers in space is no longer new. Lasers are being used for satellite-to-satellite crosslinking. Laser communication can transmit orders-of-magnitude more data using orders-of-magnitude less power and can do so with minimal risk of exposure to the sending and receiving terminals. What is new is using lasers as the uplink and downlink between the terrestrial segment and the space segment of satellite systems. More so, the use of lasers to transmit and receive data between moving terrestrial segments (e.g., ships at sea, airplanes in flight) and geosynchronous satellites is burgeoning. This manuscript examines the technological maturation of employing lasers as the signal carrier for satellite communications linking terrestrial and space systems. The purpose of the manuscript is to develop key performance parameters (KPPs) to inform U.S. Department of Defense initial capabilities documents (ICDs) for near-future satellite acquisition and development. By appreciating the history and technological challenges of employing lasers rather than traditional radio frequency sources for satellite uplink and downlink signal carrier, this manuscript recommends ways for the U.S. Department of Defense to employ lasers to transmit and receive high bandwidth, large-throughput data from moving platforms that need to retain low probabilities of detection, intercept, and exploitation (e.g., carrier battle group transiting to a hostile area of operations, unmanned aerial vehicle collecting over adversary areas). The manuscript also intends to identify commercial sector early-adopter fields and those fields likely to adapt to laser employment for transmission and receipt.
ARTICLE | doi:10.20944/preprints202311.0961.v1
Subject: Computer Science And Mathematics, Mathematics Keywords: Queueing-inventory system; Catastrophe; Negative customer; (s,S)-type policy; (s,Q)-type policy; Matrix geometric method; MAP arrival; Phase-type distribution
Online: 15 November 2023 (10:06:03 CET)
We discuss two queueing-inventory systems with catastrophes in the warehouse. Catastrophes occur according to Poisson process and upon arrival of a catastrophe all inventory in the system is instantly destroyed. But consumer customers in the system (in the server or in the buffer) continue still waiting for the replenishment of the stock. The arrivals of the consumer customers follow a Markovian Arrival Process (MAP) and they can be queued in an infinite buffer. Service time of a consumer customer follows a phase-type distribution. The system receives negative customers whose have Poisson flows to service facility and upon arrival of a negative customer one consumer customer is pushed out from the system, if any. One of two replenishment policies can be used in the system: either (s,S) or (s,Q). If upon arrival of the consumer customer, the inventory level is zero, then according to the Bernoulli scheme, this customer is either lost (lost sale scheme) or join the queue (backorder sale scheme). The system is formulated by a four-dimensional continuous-time Markov chain. Steady state distribution is obtained using the matrix-geometric method. A comprehensive numerical study is performed on the performance measures under various replenishment policies. Finally, an optimization study is presented.
ARTICLE | doi:10.20944/preprints201901.0294.v2
Subject: Computer Science And Mathematics, Analysis Keywords: Data preprocessing; data validation; recommendation engine; E-commerce; Click-through rate; Buy-through rate; online customer behavior; non-parametric outlier removal; personalization
Online: 1 February 2019 (10:22:37 CET)
E-commerce businesses employ recommender models to assist in identifying a personalized set of products for each visitor. To accurately assess the recommendations’ influence on customer clicks and buys, three target areas—customer behavior, data collection, user-interface —will be explored for possible sources of erroneous data. Varied customer behavior misrepresents the recommendations’ true influence on a customer due to the presence of B2B interactions and outlier customers. Non-parametric statistical procedures for outlier removal are delineated and other strategies are investigated to account for the effect of a large percentage of new customers or high bounce rates. Subsequently, in data collection we identify probable misleading interactions in the raw data, propose a robust method of tracking unique visitors, and accurately attributing the buy influence for combo products. Lastly, user-interface issues discuss the possible problems caused due to the recommendation widget’s positioning on the e-commerce website and the stringent conditions that should be imposed when utilizing data from the product listing page. This collective methodology results in an exact and valid estimation of the customer’s interactions influenced by the recommendation model in the context of standard industry metrics such as Click-through rates, Buy-through rates, and Conversion revenue.