Managing customer participation and customer interactions in service deliveryMarlene 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: 31; Prenosov: 2
Celotno besedilo (1,03 MB)
Managers and leaders in organizations of a post-transition economyMojca Aniya Dežman
, Roberto Biloslavo
, 2009, izvirni znanstveni članek
Opis: Managers and leaders are different figures within an organization but are also alike. During different stages of the organizational life cycle we sometimes need more manager-oriented people and at other times more leader-oriented people. However most of the time we need them both in order to achieve a balance within the organization. Slovenia is a post-transition economy, facing new challenges and opportunities therefore the need for leader-oriented people is expected to be huge. Nevertheless our research showed that in Slovenian profit and non-profit organizations, upper management positions have been occupied by manager-oriented people but at the same time a balance exists between the two roles. We also found out that managers and leaders perceive the success of their organisations in quite a similar way. An adapted Hickman's questionnaire together with a content analysis of subordinates' comments about how they perceive their organization was used to ascertain the differences between them and their superiors. By knowing how employees perceive their managers and how the latter perceive themselves and their organizations we can develop better approaches to management development in post-transition economies.
Ključne besede: manager, leader, post-transition economy, Slovenia
Objavljeno: 04.12.2017; Ogledov: 17; Prenosov: 1
Celotno besedilo (400,60 KB)
Macroeconomic determinants of the non-performing placements and off-balance sheet liabilities of Croatian banksManuel Benazić
, Dajana Radin
, 2015, izvirni znanstveni članek
Opis: Background and Purpose: The non-performing placements and off-balance sheet liabilities are often considered key factors that lead to banking crises. Economic and financial crises increase the level of the non-performing placements and off-balance sheet liabilities which can cause significant losses for banks. Effective management and regulatory/ supervisory institutions such central banks should be able to recognize and quantify these effects. Therefore, the purpose of this study is to empirically determine the existence and the quantitative impact of main Croatian macroeconomic variables on the non-performing placements and off-balance sheet liabilities of Croatian banks in the long and short-run.
Methodology: For this purpose the bounds testing (ARDL) approach for cointegration is applied. The ARDL model is performed in two steps. The first step starts with conducting the bounds test for cointegration. In the second step, when cointegration is found, the long-run relationship and the associated error correction model are estimated.
Results: The results indicate the existence of stable cointegration relationship between the variables i.e. in the longrun, an increase in real GDP reduces the level of the non-performing placements and off-balance sheet liabilities of Croatian banks wherein an increase in prices, unemployment, interest rate and the depreciation of the Croatian kuna exchange rate increases their level. On the other hand, in the short-run the results are rather mixed.
Conclusion: To avoid crises, effective bank management and regulatory/supervisory institutions should be able to recognize and quantify these effects. This is a necessary precondition for implementation of an adequate prudential and monetary policy measures for reducing the level of the non-performing placements and off-balance sheet liabilities.
Ključne besede: non-performing placements and off-balance sheet liabilities, non-performing loans, economic and financial crises, credit risk, classification of placements and off-balance sheet liabilities
Objavljeno: 04.12.2017; Ogledov: 24; Prenosov: 3
Celotno besedilo (467,97 KB)
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Long-term digital preservation in e-governmentMitja Dečman
, 2010, izvirni znanstveni članek
Opis: The use of information and communication technology and its widespread presence cause a vast amount of data to be created in the public and private sectors every day. The widespread presence of e-government sites, services and communication in the developed world add even more data. This digital data does not only represent the accountability and reliability of the processes, steps and decisions taken by organisations, but also a source of information for future generations. This paper discusses the issue of long-term digital preservation with a special focus on long-term digital preservation in public administration. It analyses problematic issues, current development trends in this area, and principles and solutions that can be found around the world. The paper focuses on Slovenia as one of the EU countries that has most effectively developed its e-government during the last decade. It analyses the situation in Slovenia through legal, organisational and other changes that have appeared over the last few years, and considers this as a model for possible long-term digital preservation. To describe the situation for digital preservation in Slovenian public administration, the results of empirical research made in 2007 are used. The paper uses theoretical background from the field of digital preservation and empirical results to show the important link between e-business, e-government, e-governance and digital preservation. It demonstrates that since Slovenian public administration has strictly specified business processes, the task of implementing digital preservation is much easier. The same concepts can be transferred to the private sector in Slovenia or anywhere else in the world.
Ključne besede: digital preservation, e-government, archiving
Objavljeno: 04.12.2017; Ogledov: 25; Prenosov: 1
Celotno besedilo (477,33 KB)
Lean manufacturing effects in a Serbian confectionery companyIlija Djekic
, Dragan Zivanovic
, Sladjana Dragojlovic
, Radoslava Dragovic
, 2014, izvirni znanstveni članek
Opis: Background and Purpose: The objective of this paper was to evaluate effects of implementing lean manufacturing in a Serbian confectionery production company during a period of 24 months, emphasizing observed benefits and constrains. Company ‘case study’ is a leading confectionery producer in Serbia with annual production of more than 25,000 t.
Methodology/Approach: The research method was case study. The approach in implementing lean manufacturing was structured in five phases, as follows: (i) training, (ii) analysis of lean wastes on one technological line, (iii) choice of lean tools to be implemented in the factory, (iv) implementation of lean tools in production and maintenance, (v) development of continual improvement sector and further deployment of lean tools.
Results: Lean manufacturing tools implemented in the production process were visual control and single minute exchange of dies (SMED). Maintenance process implemented 5S with total productive maintenance (TPM) and problem solving sessions being the tools implemented in both processes. During the observed period, results of these tools showed the following: visual control tables initiated 61 improvement memos out of which 39% were fully implemented; a total of 2284 minor problems had been recorded, with over 95% of issues revealed in due time; total SMED time decreased for 7.6%; 19 problem solving sessions were initiated with 58% of solving effectiveness, and the remaining converted to on-going projects. In maintenance 5S improved from 29.9 to 60.3; overall equipment effectiveness (OEE) indicator increased from 87.9% to 92.3%; mean time between failure (MTBF) increased for 16.4%. Conclusion: As a result of all activities, 20 in-house trainings and 2 ‘kaizen’ events including motivational training have been initiated with 54 documents being revised and improved in order to contribute to more efficient processes.
Ključne besede: lean manufacturing, confectionery production, benefits, constraints
Objavljeno: 04.12.2017; Ogledov: 15; Prenosov: 1
Celotno besedilo (304,12 KB)
Knowledge management in the hotel industry before and after the entry in the EUHelena Nemec Rudež
, 2010, izvirni znanstveni članek
Opis: The paper deals with the impact of the EU entry on knowledge management in the hotel industry in Slovenia. For this purpose, the empirical research on knowledge management was carried out among hotel managers. It explored the changes in knowledge management between 2003 and 2006; that is before and after Slovenia entered the EU. The research revealed a progress in this period of time in knowledge management goals definition, transformation of not-owned into owned knowledge, inclusion of knowledge management in business reports, identification and elimination of the gaps between planned and actual knowledge. On the other hand, there was no further progress in the field of strategies and policy of knowledge management, perception of the importance of knowledge management's measurement, development of measures of knowledge management and diminishment of barriers to knowledge development. Further, several recommendations are suggested for hotel managers.
Ključne besede: EU entry, knowledge management, hotel industry, Slovenia
Objavljeno: 04.12.2017; Ogledov: 19; Prenosov: 1
Celotno besedilo (273,67 KB)
Key factors for development of export in Polish food sectorIrena Łącka
, Olga Stefko
, 2014, izvirni znanstveni članek
Opis: Background: The accession of Poland to the European Union in 2004 facilitated increased exports of food products. It revealed a significant competitive advantage of Polish foreign trade in agri-food products compared to the countries of the ≫old EU≪. After nearly 10 years of Polish membership in the EU, the food sector has still a considerable potential, fostering a further increase in exports.
Objectives: The purpose of the paper was an attempt to establish the current determinants for the possibility to increase the exports of the Polish food sector and to identify potential opportunities and potential threats in the future. It was also decided to give an answer to the question whether any of the group factors has a greater impact on the development of exports than the other, and which issues play only a minor role in the development of international exchange.
Method: The analysis used involved the review of the relevant literature and forming a group of experts to specify the key factors of success in the food sector export. Basing on the experts research the STEEPVL analysis was carried out.
Results: It turned out that apart from a number of organizational, financial and marketing factors the most important are: the level of the IT infrastructure and the fluctuation of the demand on the international markets for the goods offered by the sector.
Conclusion: Therefore, the focus on the new distribution channels, integrated company management IT systems and changes in the demand on the market is the key challenge for securing the current potential and for the further development of the sector.
Ključne besede: food sector, exports, key development factors, foresight, STEEPVL method
Objavljeno: 04.12.2017; Ogledov: 21; Prenosov: 2
Celotno besedilo (316,52 KB)
Investment-cash flow sensitivityMahdi Salehi
, Ali Mohammadi
, Parisa Taherzadeh Esfahani
, 2013, izvirni znanstveni članek
Opis: The main objective of the current study is to examine the effect of audit report on cash-flow investment sensitivity of 123 listed companies in Tehran Stock Exchange (TSE) during 2006-2010. Regression analysis and synthetic data were used for data analysis. The results showed that receiving modified report has a significant negative effect on cash flow-investment sensitivity. The findings also suggest the significant effect of receiving qualified report and unqualified report with explanatory paragraphs on cash flow-investment sensitivity.
Ključne besede: auditing, auditor report, cash flow-investment sensitivity, Iran
Objavljeno: 04.12.2017; Ogledov: 26; Prenosov: 1
Celotno besedilo (192,76 KB)
Internet marketing communication and schoolsAleš Tankosić
, Anita Trnavčevič
, 2008, izvirni znanstveni članek
Opis: Worldwide, some 1.32 billon people now use the Internet (Internet World Stats 2007). In the developed countries the Internet is also present in educational institutions; schools use the Internet as a means of communication with their customers. In Slovenia, however, research focusing on Internet marketing communication are rare in the field of education. This paper provides the theoretical framework and the results of the qualitative case study conducted at a school centre in Slovenia in 2005. Data were collected through group interviews and document analysis. The findings support the School Centre teachers' claim that the Internet does not enable personal contacts and the sensory collection of physical evidence, which are considered to be major disadvantages of Internet marketing communication. The teachers who consider Internet marketing communication to be an advantage stress the importance of virtuality which can function as a simulation of communication in the real world. Their adversaries, on the other hand, stress the importance of the physical world and warn us of the negative sides of virtuality.
Ključne besede: education, marketing, internet, communication
Objavljeno: 04.12.2017; Ogledov: 22; Prenosov: 1
Celotno besedilo (207,16 KB)
Integration of technology management and selected specifics of best technology-integrated companiesMarek Jemala
, 2012, izvirni znanstveni članek
Opis: Technological know-how is a very significant determinant of success that can primarily depend on a systemic, integrated approach to Technology management (TM), on a well-defined and implemented technology strategy, but also on adequate overall socio-environmental characteristics of the technological system. The main tasks of integrated TM are to ensure systematic monitoring, analysis, planning, organizing, controlling, assessment, and effective use of the technological system to more effectively integrate it into a functional entity and to support also other related business goals and processes. This article deals with the specification of key parts of the TM integration with the particular emphasis on the selected specifics of the best technology-integrated companies in the world.
Ključne besede: integrated technology management, integrated technology system, technology-integrated companies, efficiency
Objavljeno: 04.12.2017; Ogledov: 30; Prenosov: 1
Celotno besedilo (1,17 MB)