Customer Job Research Articles

Value Co-Creation Strategy Formulation for Tusuk Coffee to Enhance Customer Experience and Satisfaction

The research intends to identify Tusuk Coffee's issues, investigate the possible benefits of value co-creation as a strategic response, and make practical recommendations based on the findings. The study takes a mixed-methods strategy that combines exploratory and confirmatory research techniques. The data from this study were collected using two types of data: primary and secondary data. The primary data was collected using qualitative methods to be conducted with semi-structured interviews with 22 respondents through one-on-one interviews. Data analysis is carried out using qualitative data obtained from in-depth interviews as part of an exploratory phase to gather responses from customers. Subsequently, confirmatory analysis is conducted involving internal stakeholders, suppliers, and experts. The analysis employs thematic analysis, a method well-suited for various research designs. Using the 4P Marketing Mix model and the Value Co-Creation Canvas, the study assesses Tusuk Coffee's present strategies and suggests a customer-centric approach to value creation. The 4P Marketing Mix model was used to examine product, price, place, and promotion strategies. Value co-creation canvas creates a strategy that develops and delivers value by engaging deeply with its customers focusing on nine key areas: value proposition, company capabilities, company resources, the customer's job to be done, the customer's journey, the customer's resources, the customer's desired outcomes, the company's "total customer engagement" value, and the customer's experience value (in-use). This strategy's key elements include providing unique coffee experiences, leveraging digital platforms for community participation, and fostering individualized services to increase consumer loyalty.

ShopSculpt : Crafting Your Cart with Intelligent Ingenuity

In the present world from small companies to giant company’s product recommendation system plays a very major role, also people are very much interested in online shopping these days, so Recommendations are utilized to make the customer's job easier and faster. The majority of these recommendations are made based on their previous transaction history and association rules generated from it. Apriori Algorithm is the most widely used method for generating association rules based on frequent product sets. But it has a drawback, while generating association rules it uses the whole transactions list and frequent product sets, ignoring the seasonal transactions for generating rules. Hence seasonal transactions are not considered for mining rules, if a person is buying a cake for Christmas, it’s very likely that recommender system recommends birthday balloons, birthday caps as recommendations. But actually, it should recommend Christmas related products for recommendation. To solve this problem, we proposed a model using chi square test with improvised Apriori algorithm. This research paper introduces ShopSculpt, an innovative automated shopping cart system designed to enhance the user shopping experience by leveraging intelligent algorithms. ShopSculpt employs a multifaceted approach, considering user shopping interests, patterns, seasonal trends, and current weather conditions to provide personalized and context-aware product recommendations. The aim is to create a dynamic and responsive shopping environment that adapts to individual preferences and external factors, thereby optimizing the user's shopping journey.

Strategies for Handling Problematic Murabaha Financing at Bank Syariah Indonesia Cipto Sub Branch Office

Introduction: The large public interest in murabahah financing at Shariah Bank requires the bank to have a strategy for handling problematic financing. The research was conducted at Bank Syariah Indonesia Cipto Cirebon Sub Branch Office to describe the strategy for handling problematic murabaha financing. Research Methods: The research method used was a qualitative method with a case study approach trough observation, structured interviews, and documentation techniques Results: The results obtained indicate that the causes of problematic murabahah financing at Bank Syariah Indonesia Cipto Cirebon Sub Branch Office are not only due to internal factors of the bank but also external factors from the customers themselves, such as the customer's uncontrollable lifestyle, the customer's job loss, the customer's application for another financing, the customer's poor character, and the customer's employment in a less reputable company. The strategy for handling problematic murabahah financing at BSI KCP Cipto Cirebon is to use the prudential principle, which is by analyzing potential customers using the 5C principles, visiting customers' homes, sending warning letters, and the last sending collateral surrender letter. Meanwhile, efforts to prevent problematic business financing carried out by BSI KCP Cipto Cirebon are by forming a financing committee that aims to analyze and evaluate financing, discuss with all financing units, and avoid the causes of previous financing problems. Conclusion: The research findings are expected to serve as a basis for discussion to discover and formulate the best approach in handling problematic murabaha financing cases.

AUTOMATION OF THE KNOW YOUR CUSTOMER PROCESS THROUGH THE MOBILE APPLICATION

This paper explores the value of mobile applications and their impact over the Know Your Customer (KYC)* process, the way it could process different data and offer an output based on processed data. The research is focused on investigations, reports and statistics from different sources regarding relation between the Know Your Customer automation and mobile applications designed for it. Besides, the study also includes analysis of the ways how it is implemented in different countries, results of a proof of concept that could delegate part of the Know Your Customer job to the mobile side and the technology stack that was used for this purpose. The delegation part can provide significant costs reduction and increase the final revenue.

Implementation of Value Proposition Design in Indonesian Tourism Industry

In tourism industry, competitiveness of tourism products which cover tourism attraction, accessibility, and tourism facility have potentials to increase business and industrial competitiveness. But today, those three components are still considered lacking, therefore it needs strategy or business model also innovation in the implementation. Value proposition design as a business model tool which can help a company or organization to know more about a product or service that will be designed or developed and relate it to market interest, so it can create product or service value in order to fulfill consumer need and request. The concept of value proposition design is regarded to be able to be applied in Indonesian Tourism Industry. This value proposition design in tourism industry of Indonesia is expected to create tourism products according to market interest. This study is aimed to figure out the condition or phenomenon relating to the implementation of value proposition design in Indonesian Tourism Industry. Based on the research result, it is known that customer profile of Indonesian Tourism Industry is on customer job which is then divided into four segments, such as segments that focus on cultural experience, natural experience, natural and cultural experience, and personal challenge. The risks of safety, epidemic, and political condition are parts of customer pain. Meanwhile, tourist attraction, facility, and tourist accessibility are tourist perception, while affordable price means customer gains. In addition, the value map of Indonesian Tourism Industry is consisted of product and service which this industry offers natural and cultural resource wealth, on pain relievers, it is consisted of policies that are offered as solutions to minimize safety risk and epidemic risk. On the other hand, gain creator contains of how the natural and cultural resource wealth of Indonesia can make customer gains for tourists.

A Structural Equation Modelling Evaluation of Antecedents and Interconnections of Call Centre Agents’ Intention to Quit

Call centers play a significant role in the operational dynamics of different types of businesses. This is especially the case because a call center agent’s demeanor can impair or engender customer satisfaction, which has ramifications for business patronage. Unfortunately, the pressures associated with the role of the call center agent have made staff attrition a norm in the industry. While this does not augur well for the call center or the organizations that they serve, the role of possible antecedents in the equation of staff attrition in South African call centers remains largely unexplored. Using a structural equation modeling approach, this study examined the interconnections between customer orientation, knowledge management, job satisfaction, and employees’ intention to quit. Additionally, the mediating influence of job satisfaction on the association between customer orientation and knowledge management of the intention to quit is examined. This study found significant relationships between knowledge management, customer orientation, and job satisfaction and the dependent variable (intention to quit). In addition, this study establishes that the extent to which job satisfaction may mediate the influence on the intention to quit hinges on the organizational element considered. Two factors limit the extent to which the findings from this study can be generalized. First, this study focused on the call center setting in South Africa. Second, convenience sampling was used in this study. This study points to critical operational practices that call center managers can embrace toward enhancing job satisfaction and reducing intention to quit propensity. Using structural equation analysis, we contend that call centers in the South African setting would effectively address staff attrition if appropriate organizational practices are endorsed toward ensuring employee job satisfaction.

Are managers susceptible to framing effects? An experimental study of professional judgment of performance metrics

Evidence suggests that citizens evaluate government performance differently when equivalent performance information is presented with either a positive or negative framing—but do experienced public managers also suffer from this framing effect? To address this question, we conducted an experiment with 191 public service professionals in the U.S. in which we experimentally varied the framing of performance information about customer satisfaction, job satisfaction and goal achievement for various federal government agencies. Our findings show that public service professionals—just like ordinary citizens—are susceptible to framing effects. Specifically, they tend to evaluate federal agency performance more negatively when percentages of “job dissatisfaction” and “targets not met” were presented, as opposed to logically equivalent percentages of “job satisfaction” and “targets met.” The pattern is the same for “customer dissatisfaction” versus “customer satisfaction” rates, although the results are not statistically significant. These findings provide a deeper understanding about the use of government performance information, as well as how such information is comprehended and perhaps misunderstood by decision makers.

Evaluating the role of customer incivility and job strain on psychological health

Evaluating the role of customer incivility and job strain on psychological health

Evaluating the role of customer incivility and job strain on psychological health

This study aims to analyse the effect of customer incivility on the psychological health of bank employees through the intervening role of job strain. Data was collected from bank employees working in private banks. Confirmatory factor analysis provided a good model fit. The hierarchical regression analysis was used to examine the hypothesised constructs. The results indicated a good fit for the hypothesised model. The result also showed a negative relationship between customer incivility and psychological health through the mediating role of job strain. This study adds value to the ongoing research in the field of psychological health and well-being of service sector employees. The study has major implications for banking authorities and suggests recruiting more employees to complete the task. Adjustment to this issue can make the banks ready for further financial alterations.

위탁 급식 영양사의 고객 관련 스트레스가 고객 지향성과 직무 만족에 미치는 영향

위탁 급식 영양사의 고객 관련 스트레스가 고객 지향성과 직무 만족에 미치는 영향

고객만족과 직무만족이 조직성과에 미치는 영향분석: 사회복지조직을 중심으로

고객만족과 직무만족이 조직성과에 미치는 영향분석: 사회복지조직을 중심으로

고객무례경험이 직무열의를 매개로 서비스 성과에 미치는 효과 : 고객파워와 직무자율성의 역할을 중심으로

고객무례경험이 직무열의를 매개로 서비스 성과에 미치는 효과 : 고객파워와 직무자율성의 역할을 중심으로

A theoretical model of antecedents of customer-directed incivility

The present research aimed at developing a theoretical model for antecedents of customer-directed incivility. The research was conducted in form of three consecutive studies. In study 1, the data were collected by conducting semi-structured interviews with 42 supervisors and employees the Social Security Organisation of Iran, and analysed by thematic analysis method. Then, study 2 began to determine the interrelationship between the identified antecedents and to design a theoretical model through gathering and analysing 20 scholar experts' opinions using DEMATEL method. This model demonstrates how experienced customer incivility, witnessed customer incivility, job demands, job satisfaction, organisational justice, work/non-work interference, emotional exhaustion, employee prejudices/biases, personality traits and interpersonal skills of frontline employees as antecedents could directly or indirectly instigate employee incivility toward customer. In study 3, we conducted a quantitative study to examine the proposed model. Finally, after discussing the results, limitations and practical implications, we recommended empirical studies for future research.

Effective Modeling Approach for IaaS Data Center Performance Analysis under Heterogeneous Workload

Heterogeneity prevails not only among physical machines but also among workloads in real IaaS Cloud data centers (CDCs). The heterogeneity makes performance modeling of large and complex IaaS CDCs even more challenging. This paper considers the scenario where the number of virtual CPUs requested by each customer job may be different. We propose a hierarchical stochastic modeling approach applicable to IaaS CDC performance analysis under such a heterogeneous workload. Numerical results obtained from the proposed analytic model are verified through discrete-event simulations under various system parameter settings.

The Effects of Internal Marketing on Customer Orientation and Job Performance

The Effects of Internal Marketing on Customer Orientation and Job Performance

호텔 종사원이 지각하는 고객불량행동과 직무만족, 고객지향성의 구조적 관계 : 성취욕구의 조절효과를 중심으로

호텔 종사원이 지각하는 고객불량행동과 직무만족, 고객지향성의 구조적 관계 : 성취욕구의 조절효과를 중심으로

영업사원의 고객 공감과 직무만족, 정서적 몰입, 고객지향성 간의 관계 연구

영업사원의 고객 공감과 직무만족, 정서적 몰입, 고객지향성 간의 관계 연구

서비스 산업에서 직무 만족이 고객 만족과 직무 성과에 미치는 영향

서비스 산업에서 직무 만족이 고객 만족과 직무 성과에 미치는 영향

The Effects of the Perception of Quality Improvement in Health Care and Operational Performance on Customer Orientation and Job Performance after Healthcare Accreditation

The Effects of the Perception of Quality Improvement in Health Care and Operational Performance on Customer Orientation and Job Performance after Healthcare Accreditation

직원에 대한 회사에서의 신뢰가 고객지향성 및 직무성과에 미치는 영향 : 외식업체 비정규직을 대상으로

직원에 대한 회사에서의 신뢰가 고객지향성 및 직무성과에 미치는 영향 : 외식업체 비정규직을 대상으로