| | SLO | ENG | Cookies and privacy

Bigger font | Smaller font

Search the digital library catalog Help

Query: search in
search in
search in
search in
* old and bologna study programme

Options:
  Reset


31 - 40 / 45
First pagePrevious page12345Next pageLast page
31.
Marketing capabilities for innovation-based competitive advantage in the Slovenian market
Vojko Potočan, 2013, original scientific article

Abstract: 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.
Keywords: competitive advantage, innovation, marketing capabilities, entrepreneurship, customer service, Slovenia
Published: 06.07.2017; Views: 434; Downloads: 196
.pdf Full text (97,37 KB)
This document has many files! More...

32.
Homecare service providers as an organizational form of support for the elderly
Polona Šprajc, Iztok Podbregar, Alenka Brezavšček, 2017, original scientific article

Abstract: Background and Purpose: Different studies have highlighted health care allocation problems in Slovenia that indicate the increased need for homecare services for the elderly. It was also found that Slovenian municipalities differ dramatically in the availability of elder care services. A number of older people with diverse unmet needs for care remains. Therefore, the need for the establishment of an additional type of formal homecare services for the elderly exists. Design/Methodology/Approach: Although many positive effects of home elder care against institutional care are stressed in the literature, the results of many studies performed in recent years have indicated that accessibility of homecare for elderly in Slovenia remains scarce, and it is not equally accessible throughout the country. To mitigate this problem, a new organizational form called “elder homecare service provider” is indicated. The aim of the provider is to offer a variety of different services for the elderly (e.g. homemaking, social networking, transfer services, basic life needs, basic health services, etc.). The establishment of such an organization needs to be designed carefuly, while the unique characteristics and specific needs of the target population must be addressed to optimize desired outcomes. Results: The aim of the paper is to provide fundamental guidelines for the establishment of elder homecare service provider. All essential characteristics of such an organization are defined. To ensure an appropriate level of service quality, the primary focus is oriented towards the planning of personnel team capacity. For this purpose, the service provider was described using the stochastic queueing model, which enables service capacity optimization considering different performance measures. The usefulness of the model was illustrated with a numerical example, which has shown that the results obtained provide valuable information for decision support. Conclusion: The establishment of a homecare service provider network would have many positive effects on society in general. The quality of the everyday life of the elderly is expected to be improved considerably, particularly in the rural areas where a lack of institutional care support is reported. Guidelines proposed in the paper together with the quantitave model for planning of its optimal capacity provide useful information, which are especially relevant in the preliminary phase of the establishment of service providers.
Keywords: elderly, service provider, performance measures, capacity planning
Published: 01.09.2017; Views: 388; Downloads: 55
.pdf Full text (569,19 KB)
This document has many files! More...

33.
Multiple conceptual modelling of perceived quality of in-flight airline services
Urban Šebjan, Polona Tominc, Karin Širec, 2017, original scientific article

Abstract: Despite growing literature on the different aspects of airline service quality in relation to behavioural intentions, less attention has been paid to some specific aspects of in-flight services. The focus of the present research is, therefore, on a multiple conceptual model of the quality of in-flight services in relation to passengers’ perception of value, followed by recommendations (word of mouth - WOM) of airlines, as well as the quality and comfort of airline seats. The study is performed using two databases of reviewers’/passengers’ opinions regarding the quality of in-flight airline services and airline seat comfort. Our research results reveal that the perceived comfort of the airplane seat is the most important factor of passengers’ perceived quality of in-flight airline services, which also considerably affects the passengers’ perception of value, and consequently moderates behavioural intentions (in our research, expressed through positive WOM). The analysis of the relative importance of the components of perceived airline seats’ comfort shows that seat width is the most significant factor that contributes to the overall perceived comfort of the airline seat.
Keywords: in-flight airline service quality, perceived value, recommendations (word of mouth), airline seat comfort, transport, air transport, services, quality
Published: 19.09.2017; Views: 303; Downloads: 192
.pdf Full text (221,61 KB)
This document has many files! More...

34.
Pre-service teachers' attitude towards learning and teaching English to young learners
Silva Bratož, 2015, original scientific article

Abstract: Considerable attention has recently been invested into researching the influence of affective variables, such as attitudes and motivation on foreign language learning and teaching. The topic is timely and relevant especially at the time when English is being introduced as an obligatory subject in the first cycle of primary school in Slovenia. Two key issues are addressed: attitudes towards learning and teaching English as a foreign language and the profile of the young learners' language teacher. The article presents the results of a small-scale research conducted with a group of primary education students on their attitudes towards learning and teaching English. The results suggest that trainee teachers have moderately positive attitudes towards learning English but diverse attitudes towards teaching a foreign language.
Keywords: English as a foreign language, pre-service teachers, attitudes, motivation, young language learners
Published: 22.09.2017; Views: 244; Downloads: 53
.pdf Full text (689,14 KB)
This document has many files! More...

35.
The appeal and applicability of ICT study materials
Tomaž Bratina, 2017, original scientific article

Abstract: Effective contemporary teaching is closely connected to the inclusion of ICT, which comprises technological tools and the preparation and distribution of multimedia learning content. Therefore, one of the objectives of pre-service teacher education is to produce a technologically competent teacher. For this reason, the study programme includes a range of learning content where pre-service teachers engage in practical work in order to learn about the uses of ICT, tools and procedures for the production and distribution of multimedia learning content. Current generations of pre-service teachers are considered as belonging to Generation Z, or digital natives, and we can consequently expect experience, greater interest in studying the material and motivation to use ICT in their work. After the conclusion of the ICT in Education course, a study was prepared focusing on the learning materials that pre-service teachers find interesting, how they assess the applicability and transferability of this material and on the assessment of their own qualification for preparing multimedia learning materials. The results have shown that contemporary generations are familiar with working with ICT; however, they lack the experience and knowledge for using programs and tools. They want more knowledge and practical work in preparing multimedia learning material and in its distribution. The possibility of distributing multimedia learning content has resulted in a notable interest in working with Moodle, which is evident from the comparison of results from this year%s generation and those from two years ago. Students believe that the syllabus provided is interesting and useful. The acquired knowledge will be useful in the production of future learning materials and for work in other courses. The findings of the study will be used in the updating and preparation of future syllabi.
Keywords: education, ICT, pre-service teachers, generation Z, digital competences
Published: 10.10.2017; Views: 324; Downloads: 49
.pdf Full text (125,62 KB)
This document has many files! More...

36.
Involving consumers in the programmes of consumption adjustment by using dynamic tariffing within the European Project Flex4Grid
Kristijan Koželj, Anton Kos, Damjan Bobek, published scientific conference contribution

Abstract: The distribution company Elektro Celje d.d. as a member of the International Consortium has successfully applied for the European Programme Tender on Research and Innovations Horizon 2020 with Flex4Grid project focusing on solutions that would allow flexibility management of users – the so-called prosumers of the distribution network in the field of consumption as well as power generation. Flex4Grid, a European Development Project, focuses primarily on the development of an open technological system for data management and service provision which would allow managing user or prosumer flexibility of the distribution network in respect of their power consumption as well as power generation. Prosumer flexibility is a capability of prosumers to adjust their consumption or power generation to the needs of other stakeholders within the system, and could be rewarded for such adjustment. The service will be offered in a computer cloud where anonymised data will be collected. Some new business models will be developed and some new incentives for prosumer participation in such projects will be introduced.
Keywords: Horizon 2020, Flex4Grid, data management, service provision, distribution networks
Published: 11.10.2017; Views: 339; Downloads: 82
.pdf Full text (376,67 KB)

37.
Characteristics of logistics outsourcing in Bulgaria
Miroslava Rakovska, 2016, original scientific article

Abstract: The increased demand and supply of logistics services bring together the logistics service providers (LSPs) and the companies that outsource logistics activities. LSPs stand in between those companies and their customers, thus playing an essential role for supply chain integration. If the two parties have different viewpoints of the processes in the supply chain, the fulfillment of the goal to satisfy the end customers may be hindered. The purpose of this article is two-fold: First, to investigate the characteristics of logistics outsourcing in Bulgaria from the perspectives of the logistics service providers and their customers, and more specifically, to compare their viewpoints concerning the motives for outsourcing, the methods and contents of communication and some relationship management aspects; Second, to assess the relations of the communication and relationship management aspects to customer satisfaction. This article is based on empirical data provided by 138 manufacturing and trading companies and 136 LSPs and collected through two structured questionnaires designed to address the researched issues. The data were analyzed using descriptive statistics and the independent samples t-test. The research found that the service related reasons for logistics outsourcing are prevailing and that LSPs overestimate, compared to manufacturing and trading companies, motives related to service, organizational capabilities and relationships, while more manufacturing and trading companies concern as important the availability of logistics assets and the provision of value-added services. The research also found that both the LSPs and their customers consider that the extent of sharing of knowledge and information essential for material flow integration is very low and that the usage of team meetings and joint teams is quite rare. Also, customers do not view their relationships with the LSPs as so collaborative as viewed by the LSPs. Furthermore, the research proved the existence of positive relationships between customer satisfaction and communication through team meetings and joint teams, knowledge sharing concerning material flow management and relationship management issues such as trust, mutual problem solving, understanding the logistics strategy of the other party and respecting its financial interests. The research findings may help fill in some of the gaps between LSPs and their customers. They point the need for LSPs to include in their service offerings more value-added services and to invest in assets that provide reliable and flexible services for their customers. The research also highlights the importance of knowledge sharing and trust building and reveals great potential for effective trust-based alliances between LSPs and their customers that could help them extract more competitive benefits from their relationships.
Keywords: logistics outsourcing, logistics service providers, outsourcing motives, communication, relationship management
Published: 17.11.2017; Views: 244; Downloads: 54
.pdf Full text (385,28 KB)
This document has many files! More...

38.
A successful CRM implementation project in a service company
Franka Piskar, Armand Faganel, 2009, original scientific article

Abstract: 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.
Keywords: customer relationship management, implementation, customer focus, process approach, quality, customer information, marketing, service company, Slovenia
Published: 28.11.2017; Views: 385; Downloads: 61
.pdf Full text (619,42 KB)
This document has many files! More...

39.
Fuzzy SERVQUAL analysis in airline services
Ozlem Aydin, Fatma Pakdil, 2008, original scientific article

Abstract: This study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the passengers' opinions to the decision makers employing fuzzy logic. The appropriate fuzzification procedure was determined to be the trapezoidal membership function. Using SERVQUAL methodology, the optimal fuzzy interval of the gap scores was determined for each item. The interpretations of these fuzzy intervals were categorized into three areas - optimistic, neutral and pessimistic passenger views - to assist the decision makers in identifying which items of services are satisfactory and which are in need of improvement.
Keywords: Airline service quality, fuzzy numbers, fuzzy SERVQUAL scores
Published: 30.11.2017; Views: 327; Downloads: 175
.pdf Full text (1,46 MB)
This document has many files! More...

40.
Managing customer participation and customer interactions in service delivery
Marlene Amorim, Maria João Rosa, Sandra Santos, 2014, original scientific article

Abstract: 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.
Keywords: service quality, customer participation, customer-to customer interaction
Published: 04.12.2017; Views: 283; Downloads: 66
.pdf Full text (1,03 MB)
This document has many files! More...

Search done in 0.24 sec.
Back to top
Logos of partners University of Maribor University of Ljubljana University of Primorska University of Nova Gorica