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1.
Social CRM adoption and its influence on customer relationship performance -SMEs perspective
Marjeta Marolt, 2018, doktorsko delo/naloga

Opis: Social media (SM) is challenging the traditional relationship between enterprises and customers. The flow of information has become multidirectional, interconnected and difficult to predict. In order to create superior customer experiences, enterprises need to systematically use SM together with other customer relationship management (CRM) technologies. Customer loyalty and satisfaction can only be achieved through effective use of social media. Despite a rich body of literature on CRM innovation adoption, there is lack of research on social CRM adoption and its use, especially with regard to micro, small and medium-sized enterprises (SMEs). Specifically, studies focus either on the of social CRM adoption factors or on the impact of social CRM use on customer relationship performance. Therefore, there is a need for comprehensive representation of the entire chain of social CRM adoption constituted by the adoption factors, the extent of social CRM adoption and its influence on customer relationship performance. The aim of this research is to provide a conceptual clarity of the extent of social CRM adoption and develop a research model for exploring the effect of different factors on the extent of social CRM adoption and the impact of the extent of social CRM adoption on customer relationship performance in the context of B2C SMEs. In order to achieve a more comprehensive overview of the phenomenon under investigation, this study employed an exploratory, sequential mixed method approach. Based on the literature review, semi-structured interviews were conducted with six purposefully selected B2C SMEs. The findings from the qualitative phase of the study were used to develop a research model that guided the quantitative phase of the study. The empirical data were collected using self-administrated questionnaires. The data analysis was based on 119 B2C SMEs in Slovenia. The findings confirmed that social CRM is a complex phenomenon even for SMEs and suggest two-dimensional conceptualization of the extent of social CRM use: customer-facing processes and relational information processes. Regarding the factors of the extent of social CRM use our findings revealed that they are diverse, ranging from technological, organizational, to environmental. Furthermore, empirical evidence from this research also suggests that extensive use of social CRM positively affects customer relationship performance. All in all, through the theoretical discussion and empirical assessment, the thesis provides more detailed insights into the B2C SMEs social CRM adoption situation and provides a basis for further research.
Ključne besede: social CRM, extent of social CRM adoption, adoption factors, customer relationship performance
Objavljeno: 24.07.2018; Ogledov: 1058; Prenosov: 161
.pdf Celotno besedilo (2,70 MB)

2.
Organisational effectiveness and customer satisfaction
Milan Ambrož, Martina Praprotnik, 2008, izvirni znanstveni članek

Opis: This paper presents a test of the relationship between organizational culture as a crucial indicator of organizational effectiveness and customer satisfaction using service-unit data from two health resorts. Ensuring survival of the service organisation in the long run requires adaptations which are oriented towards achieving maximum customer satisfaction. This study intended to unveil the effect organisational factors have on customer service orientation from the customer and employee point of view within a two health resort service setting. The finding suggests that when trying to predict the comparative degree which organisational effectiveness factors have in satisfying customers' needs, performance, adaptability and mission can be of the highest importance. Some effects like performance were uniform for employees and customers, while others varied depending on the organisation and the customer or employee group. Furthermore, findings suggest that service performance and organisation mission of the service organisation predict customer satisfaction based on established and proven health services. In this context there is no room for innovation, despite the fact that employees and customers do not share similar views about the impact of organisational effectiveness. Developing an effective service organisation can provide a competitive advantage to the organisation. Critical for the success of the service organisation is that organisational agents have a clear view of the existing organisation effectiveness and a clear view of the customer expectations in this area.
Ključne besede: organisational effectiveness, customer satisfaction, customer complexity, service orientation, survival, adaptability
Objavljeno: 04.12.2017; Ogledov: 827; Prenosov: 300
.pdf Celotno besedilo (982,16 KB)
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3.
Managing customer participation and customer interactions in service delivery
Marlene Amorim, Maria João Rosa, Sandra Santos, 2014, izvirni znanstveni članek

Opis: Background and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI. Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions. Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement. Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.
Ključne besede: service quality, customer participation, customer-to customer interaction
Objavljeno: 04.12.2017; Ogledov: 546; Prenosov: 106
.pdf Celotno besedilo (1,03 MB)
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4.
Customer satisfaction and acceptance of relationship marketing concept
Dragan Ćoćkalo, Dejan Đorđević, Zvonko Sajfert, 2011, izvirni znanstveni članek

Opis: Satisfying customers and other groups of interest is the key output of relationship marketing. This paper presents the parts of the research that had been carried out by the first quarter of 2008 which included 84 quality management (QM) certified companies and 37 experts from Republic of Serbia. The goals of the research, related to this article, were: firstly, to explain customer satisfaction from the standpoint of relationship marketing concept; secondly, to show that relationship marketing concept is/can be accepted and implemented in QM certified Serbian companies - in order to integrate customer satisfaction and realionship marketing in QM concept.
Ključne besede: the process of customer satisfaction, QM, RM, Serbia
Objavljeno: 29.11.2017; Ogledov: 480; Prenosov: 85
.pdf Celotno besedilo (615,36 KB)
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5.
Analysis of interactions of key stakeholders on B2C e-markets
Aleksandar Marković, Sava Čavoški, Andrej Novović, 2016, izvirni znanstveni članek

Opis: Background/purpose: This paper discusses the application of ABMS - agent-based modelling and simulation in the analysis of customer behaviour on B2C e-commerce websites as well as in the analysis of various business decisions upon the effects of on-line sales. The continuous development and dynamics in the field of e-commerce requires application of advanced decision-making tools. These tools must be able to process, in a short time period, a large amount of data generated by the e-commerce systems and enable the use of acquired data for making quality business decisions. Methodology: The methodology of the agent-based simulation used in this paper may significantly enhance the speed and quality of decision making in electronic trade. The models developed for the needs of this research aim to improve the use of practical tools for the evaluation of the B2C online sales systems in that they allow for an investigation into the outcomes of varied strategies in the e-commerce site management as regards customer behaviour, website visits, scope of sales, income earned, etc. Results: An agent-based simulation model developed for the needs of this research is able to track the interactions of key subjects in online sales: site visitors - prospective consumers, sellers with different business strategies, and suppliers. Conclusion: Simulation model presented in this paper can be used as a tool to ensure a better insight into the problem of consumer behavior on the Internet. Companies engaged in the B2C e-commerce can use simulation results to better understand their consumers, improve market segmentation and business profitability and test their business policies.
Ključne besede: ABMS, B2C, e-commerce, website, customer behavior
Objavljeno: 28.11.2017; Ogledov: 752; Prenosov: 71
.pdf Celotno besedilo (1,05 MB)
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6.
A successful CRM implementation project in a service company
Franka Piskar, Armand Faganel, 2009, izvirni znanstveni članek

Opis: Customer relationship management - CRM implementations increased rapidly in Slovenia in the last few years, following the trends elsewhere. Studies reporting how the implementation project goes on before, between and after the implementation are scarce. We offer a thorough case study analysis of the CRM implementation with a positive outcome in a Slovene service company. Case study demonstrates that CRM implementation is a holistic and complex concept, which means that it is not merely an integration of new information technology, but everything that happens around the business processes changes. We recommend that the company has already established a process approach and the orientation toward customers. Study showed the need for efficient leadership, acquirement of resources and CRM strategy implementation control; trust to the software solution shouldn't be self-understood. Through implemented analytical CRM company can improve the relationship with customers, achieve larger information sharing between employees and accept better strategic decisions.
Ključne besede: customer relationship management, implementation, customer focus, process approach, quality, customer information, marketing, service company, Slovenia
Objavljeno: 28.11.2017; Ogledov: 761; Prenosov: 109
.pdf Celotno besedilo (619,42 KB)
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7.
Ecodesign in the context of customer's and producer's point of view
Matjaž Maletič, Damjan Maletič, Boštjan Gomišček, 2010, izvirni znanstveni članek

Opis: The present study reviews the attitudes and behaviours of the customers toward products which are “respectful” for the environment. To address the issue in a wider perspective, this paper also encompasses various aspects of ecodesign from producer’s point of view. Two surveys were conducted. The purpose of the first survey was to investigate the awareness and intention of the Slovenian customers to purchase green products, their perceptions and attitudes towards green products. The second survey was directed to organizations to examine their attitudes toward green products and environmental issues. The study revealed that the green products have substantial awareness among Slovenian customers. The results received from the study were illuminating, and encourage the possibility for integration of environmental aspects into products, since 94 percent of respondents expressed a desire for more “green” products available on the market. For the customers the most important quality characteristics of the product are: quality, usability and practicality followed by environmental ones. Survey results indicate that environmental concern plays a fundamental role in organizations. According to the results, concern for the environment is the most important criteria that encourage organizations to introduce environmental management system (EMS) standard (mean=4,2 on a scale of 5).
Ključne besede: ecodesign, green customer, eco-efficiency, environmentally friendly product
Objavljeno: 03.11.2017; Ogledov: 525; Prenosov: 62
.pdf Celotno besedilo (250,96 KB)
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8.
Marketing capabilities for innovation-based competitive advantage in the Slovenian market
Vojko Potočan, 2013, izvirni znanstveni članek

Opis: The primary role of marketing within the competitive advantage is innovation. The customer value-based differentiation strategies will drive the companyʼs market research efforts, its selection of target markets, its product development processes, its market communications programs, and its delivery processes. These processes require many specific capabilities that enable the firm to carry out activities necessary to move its products or services through the value chain. We must explore the role of distinctive marketing capabilities in competitive strategy of the company. As sources of competitive advantage, companies try to create their product or service differentiation by developing higher product or service quality, by using their knowledge to solving marketing problems, by communicating with their customers, and by satisfying customerʼs needs. We also would like to confirm that superior customer service lead to companyʼs innovation. The paper closes with the implications of the findings and highlights promising future research avenues.
Ključne besede: competitive advantage, innovation, marketing capabilities, entrepreneurship, customer service, Slovenia
Objavljeno: 06.07.2017; Ogledov: 780; Prenosov: 332
.pdf Celotno besedilo (97,37 KB)
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9.
Impact of disturbing factors on cooperation in logistics outsourcing performance
Andreja Križman, Anton Ogorelc, 2010, pregledni znanstveni članek

Opis: The purpose of this paper is to present the research results of a study conducted in the Slovene logistics market of conflicts and opportunism as disturbing factors while examining their impact on cooperation in logistics outsourcing performance. Relationship variables are proposed that directly or indirectly affect logistics performance and conceptualize the hypotheses based on causal linkages for the constructs. On the basis of extant literature and new argumentations that are derived from in-depth interviews of logistics experts, including providers and customers, the measurement and structural models are empirically analyzed. Existing measurement scales for the constructs are slightly modified for this analysis. Purification testing and measurement for validity and reliability are performed. Multivariate statistical methods are utilized and hypotheses are tested. The results show that conflicts have a significantly negative impact on cooperation between customers and logistics service providers (LSPs), while opportunism does not play an important role in these relationships. The observed antecedents of logistics outsourcing performance in the model account for 58.4% of the variance of the goal achievement and 36.5% of the variance of the exceeded goal.
Ključne besede: logistics outsourcing performance, logistics customer–provider relationships, conflicts and cooperation in logistics out- sourcing, PLS path modelling
Objavljeno: 02.06.2017; Ogledov: 614; Prenosov: 110
.pdf Celotno besedilo (676,90 KB)
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10.
Factors influencing attitudes towards the use of CRM's analytical tools in organizations
Urban Šebjan, Samo Bobek, Polona Tominc, 2016, izvirni znanstveni članek

Opis: Background and Purpose: Information solutions for analytical customer relationship management CRM (aCRM IS) that include the use of analytical tools are becoming increasingly important, due organizations’ need for knowledge of their customers and the ability to manage big data. The objective of the research is, therefore, to determine how the organizations’ orientations (process, innovation, and technology) as critical organizational factors affect the attitude towards the use of the analytical tools of aCRM IS. Design/Methodology/Approach: To measure the orientation of the organization (process, innovation, and technology), we redesigned the existing scale, which was validated using exploratory factor analysis. In the next phase, we created a model by which we examined the impact of the organization’s stance in relation to the use of the analytical tools of aCRM IS, where we used multiple regression analysis. The model was verified on a sample of Slovenian Organizations (n=105), which use the analytical tools of aCRM IS for analyzing the data they have on their customers and business partners. Results: In the study we found that all critical factors of the organization, specifically process, technology, and innovation orientation, have a positive impact on the attitudes towards using the analytical tools of aCRM IS. Innovation orientation is particularly important and has the strongest influence on the attitude towards using the analytical tools of aCRM IS. We found that innovation orientation on new ideas, methods, and approaches has the strongest effect, followed by the impact of innovation orientation on acceptance of novelty. Conclusion: The more innovation-, technology-, and process-oriented organizations are, the more positive their attitude towards using the analytical tools of aCRM IS. The study is particularly important for organizations that are introducing an aCRM IS into their business system.
Ključne besede: critical organizational factors, analytical customer relationship management (aCRM), analytical tools, attitudes towards use of aCRM
Objavljeno: 04.04.2017; Ogledov: 696; Prenosov: 287
.pdf Celotno besedilo (494,70 KB)
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