Customer Resource Research Articles

Understanding customer’s intention to adopt metaverse banking services in Pakistan: a qualitative study

Purpose The emergence of metaverse banking services (MBS) enables customers to interact and socialise in a virtual environment. However, there is a lack of research on MBS adoption. This study aims to examine the key factors influencing customer behaviour in adopting MBS, with a specific focus on Pakistan as a developing country. Design/methodology/approach Semi-structured interviews were conducted with 22 Pakistani banking customers, and the resulting data were transcribed and subjected to thematic analysis using NVivo software. Findings This qualitative investigation into the determinants of MBS adoption encompasses a wide range of facilitators, inhibitors and customer resources. These findings ultimately contribute fresh perspectives to the field, challenging prevailing beliefs and offering new insights into the complex dynamics driving customer behaviour in the MBS context. Research limitations/implications Since this study only focused on Pakistan with a limited scope, future studies on MBS adoption would benefit from a comparative analysis across several countries, especially in Asian nations. Practical implications This study advances our understanding of MBS adoption by revealing key determinants of customer intentions. Moreover, it offers actionable guidance for banking professionals, marketers and policymakers to navigate the implementation of MBS and unlock promising avenues for growth and innovation. Originality/value The first scholarly inquiry into MBS adoption seeks to expand extant knowledge by elucidating customers' viewpoints, thereby revealing novel insights into the key factors that influence customer behaviour within the MBS landscape.

Unraveling the Influence of Organizational Factors and Customer Resources on Nonprofit Brand Verdict: A Study of Seva Café

Unraveling the Influence of Organizational Factors and Customer Resources on Nonprofit Brand Verdict: A Study of Seva Café

Client Connection System with (CRM) Solution

Centralizing Client Connection System is the main goal of the CRA system. Organizations can store and manage comprehensive client data, such as contact details, purchase history, and interaction logs, by using a centralized database. This will enable better service delivery and relationship management by enabling a more structured and accessible approach to consumer data.Efficient management of client connections is essential for business success in today's competitive industry. A comprehensive software program called the Customer Resource Administration (CRA) system was created to improve how businesses handle and use customer data. In order to boost sales, enhance customer satisfaction, and promote enduring client loyalty, this project intends to create a solid customer relationship management system that incorporates analytics, communication tracking, and customer data management

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.

Headspace gas chromatography with various sample preparation and chemometric approaches to improve discrimination of wild and feeding civet coffee

Abstract Civet coffee, or kopi luwak, has attracted significant attention within the coffee industry in certain regions due to its distinct flavor characteristics that arise from the digestive processes of the civet. The ability to discriminate between wild and feeding civet coffee is of major importance in upholding the industry’s established standards of quality and transparency. This study introduces an innovative method to differentiate between these two coffee types using Headspace Gas Chromatography-Mass Spectrometry (HS-GCMS) with advanced data analysis using machine-learning techniques. This study encompasses seven samples collected from various regions, all of which were subjected to analysis in both roasted and unroasted forms. The data analysis consisted of Principal Component Analysis (PCA) and Hierarchical Cluster Analysis (HCA), which revealed clear trends that were mostly influenced by processing, indicating how roasting affects the chemical profiles of various coffee types. Further classification was conducted using Support Vector Machine (SVM) and Random Forest (RF) machine learning algorithms. SVM exhibited notable accuracy at 90%, effectively discriminating between wild and feeding civet coffee, whereas RF outperformed it with a remarkable 100% accuracy. This study contributes to the field of coffee characterization by presenting a robust approach to discriminate between roasted and unroasted wild and feeding civet coffee. This tool serves as a starting step for a valuable resource for both farmers and customers, as it promotes sustainable and ethical practices while retaining the distinct flavor characteristics of this exceptional specialty coffee.

Electro Care Hub: Revolutionizing Warranty Services and Electronic Commerce

The Electro Care Hub is essentially a comprehensive system made to make using electronics easier and more enjoyable. It functions as a central hub that comprehends and anticipates the needs of its consumers by utilizing sophisticated algorithms and machine learning skills. The Electro Care Hub provides customized services to match your needs, whether you're a corporation looking for effective electronics management solutions or a tech enthusiast looking for the newest devices. The Electro Care Hub serves as a reliable resource for individual customers, helping them navigate the complicated world of electronics sales. It provides tailored recommendations, making sure that every purchase reflects the user's needs and preferences, by examining browsing history, product ratings, and user preferences. The package of products and services offered by the Electro Care Hub, which are designed to simplify electronics management operations, can also be very beneficial to businesses. Businesses are empowered by the Electro Care Hub to lower expenses, eliminate downtime, and improve customer satisfaction by centralizing electronic maintenance procedures. Customers are frequently overloaded with options, and companies find it difficult to handle warranty claims and upkeep. However, the introduction of the Electro Care Hub is expected to change this environment. Keyword: HTML, CSS, JavaScript, Jsp Servelets.

Understanding and managing engagement journeys

PurposeExisting research on customer journeys has tended to focus on the customer’s purchase decision-making and firm-controlled touchpoints, overlooking indirect touchpoints where customer resources and behaviors influence the firm and other actors, beyond financial patronage. This article develops the concept of engagement journeys and discusses their implications on journey design and management.Design/methodology/approachThis conceptual article synthesizes the customer journey and engagement literature to delineate the concept of engagement journeys. Insights from engagement research are reflected in the current journey management orthodoxy to provide novel implications for the management of engagement journeys.FindingsThe engagement journey is defined as the customer’s process of diverse brand-related resource investments in interactions with the brand/firm and/or other customers, reflecting the customer’s cognitive, emotional and behavioral disposition. The analysis outlines the manifestations and nature of different types of touchpoints along the engagement journey, and the novel requirements for journey management.Research limitations/implicationsThe developed conceptualization opens up new avenues in both journey and engagement research.Practical implicationsSome commonly held assumptions regarding journey quality and management do not hold true for engagement journeys, so there is a need for new approaches.Originality/valueDespite the proliferation of both journey and engagement research, only a handful of studies have considered the link between the concepts. The proposed novel conceptualization of an engagement journey breaks free from a predominant focus on purchase decisions. The analysis of engagement journeys and their management advances both customer journey and engagement research.

Flight Price Prediction Web-based Platform: Leveraging Generative AI for Real-time Airfare Forecasting

The aviation business encounters difficulties in correctly and swiftly predicting flight fares due to the dynamic nature of the sector. Factors such as variations in demand, fuel costs, and the intricacies of various routes have an impact on this. This work presents a new method to tackle this issue by utilizing generative artificial intelligence (GAI) approaches to accurately forecast airfares in real-time. This paper presents a novel framework that integrates generative models, deep learning architectures, and historical pricing data to improve the precision of future flight price predictions. The study employs a GAI within a cutting-edge web engineering framework. This approach is designed primarily to gather knowledge about complex patterns and relationships present in historical airline data. Through the utilization of this methodology, the model is able to accurately perceive complex connections and adjust to ever-changing market conditions. Our model utilizes deep neural networks to effectively handle various circumstances and extract vital information, so facilitating a comprehensive comprehension of the intricate elements that impact flight cost. Moreover, the suggested approach places significant emphasis on precisely predicting upcoming occurrences in real-time, facilitating prompt reactions to market volatility and offering a valuable resource for airlines, travel agents, and customers alike. In order to enhance the accuracy of real-time forecasts, we utilize a web-based platform that allows for smooth interaction with live data streams and guarantees swift updates. The results demonstrate the model’s capacity to adjust to dynamic market conditions, rendering it an attractive option for stakeholders in search of precise and current forecasts of flight prices.

Two-sided platform customer classification system based on network DEA: an application to an on-demand freight platform

Two-sided platforms include two parts of users, customers and suppliers, which are the key strategic resources in two-sided platforms. Through Customer Intelligence Classification (CIC) management provided in this study, a platform can distinguish different values of customers to allocate resources efficiently and maximise customer resource value and enterprise investment returns. Meanwhile platform can also distinguish collusive drivers through CIC. Network Data Envelopment Analysis (NDEA) is applied in this research to open the black box of a two-sided platform operation system by dividing it into two sub-processes: Marketing and Service (MS) sub-process and Value-Creating (VC) sub-process. Four categories of customers are classified through performance evaluated by NDEA from data of an on-demand freight platform Z from March to August in 2018. In addition, six influencing factors are discovered through Panel Regression Model. The main conclusions are: (1) Customer with high marketing service valuation and low value-creating valuation, needs proper operation methods to promote their order quality. (2) Customer with low marketing service valuation and high value-creating valuation, needs to take attention to collusion between customers and driver. (3) Shipping fee, client number, driver number and coupons per order should become customers’ Key Performance Indicators to evaluate their potential.

Influence of customer physical resource on customer loyalty : A mediation study

The notions of resource integration and value co-creation have become popular after the emergence of the Service-Dominant Logic. Several research investigations have been made to understand organizational resources and capabilities but research initiatives in the field of customer resources have been relatively scarce. Moreover, discussions on resource based capabilities have been mostly confined to strategic management and never explored with respect to marketing or consumer behaviour. This study by considering resource based capabilities as the exogenous variable and customer loyalty as the endogenous variable explores whether strategic resource capabilities have any implications in the domain of consumer behaviour. Based on Eric Arnould’s customer resource classification, this study investigates whether the higher order customer physical resource reflected through cognitive absorption, trust propensity and perceived self-efficacy can mediate between online grocers’ resource based capability and the customers’ store loyalty. The study was conducted in the Bengaluru city of India using snowball sampling technique and the data were analysed using PLS SEM. The result suggests that customer physical resource does mediate between online grocery store’s resource based capability and store loyalty. This research initiative has brought forth an altogether new perspective in understanding customer loyalty. Loyalty does not only depend on the value which is delivered by the firms but it is also influenced by the level of resource contributed by the customers’ themselves during the shopping process. Also, this study for the first time has demonstrated that cognitive absorption, trust, propensity and perceived self efficacy can be the manifestations of personal resource which is a contribution to the extant literature.

Customer–Resource Relationships in the Continuous Business Model Innovation of Technology Companies: Google Cases

Research interest in business model innovation (BMI) has increased in highly competitive environments. However, there has been a relative lack of empirical case studies on how companies have built continuous BMI for sustainable success and growth in today’s complex technology and volatile customer environments. We adopted the “BMI Customer–Resource (CR) matrix” framework by focusing on the customer and resource as the critical determinants of sustained BMI success in technology companies. The first finding of this paper is to develop and expand a conceptual framework for analyzing the sustainable growth and success of leading technology companies. By examining Google’s 14 BMs with the CR-matrix, we derived five propositions about the success conditions for sustained BMI. We compared them to existing research on Amazon.com, finding four similarities and three differences. We also made an empirical contribution that reveals that conducting BMs while appropriately exploring and leveraging new or existing customers and resources can affect a company’s sustainable success.

Urban foodways and social sustainability: neighborhood restaurants as social infrastructure

ABSTRACT The concept of social sustainability presents many questions for food studies, both about how communities sustain foodways, and how foodways sustain communities. Based on an ethnographic study of restaurants in a single Tokyo neighborhood, this research focuses on how commercial restaurant scenes in a busy area of Tokyo serve as social infrastructure, supporting community life. First, they are an economic resource for employers, workers, and customers, an accessible, though risky, point of entry into business ownership for disadvantaged or resource-poor people. Secondly, eateries are a resource for social organization and networking, that is, spaces in which varieties of social capital can be created and deployed. Thirdly, neighborhood eateries are infrastructure for political mobilization both in the formal organization of local merchant associations but also for informal and oppositional social movements. Overall, the research shows how urban neighborhood restaurant scenes may serve as a “place framing” device through which a community defines and spatially locates what is worthwhile in community life. (8497 words)

The Relationship Between Consumer Empowerment and Brand Attachment; The Intermediary Effect of Product Involvement

<p>證券投資交易方式由過去的人工下單轉向網路下單，同時證券商亦面臨客戶資源重疊的景象，如何增強客戶電子交易的線上體驗、提高線上服務品質，提升客戶對企業的黏著度及再購意願，是證券商經營策略的重要課題。本研究欲探討線上服務品質在關係品質的中介效果下，對於再購意願是否有所影響。本研究以網路問卷進行調查，採用便利抽樣，以北部某金控集團之證券公司的客戶為對象，共回收310份，有效問卷309份。研究結果顯示，線上服務品質對再購意願具有顯著正向影響力，關係品質對於上述的關係為完全仲介變數。本研究所有假說都獲得支持。根據研究結果提出理論與實務意涵。</p> <p> </p><p>The securities investment trading method has shifted from manual ordering in the past to online ordering. Meanwhile, securities firms are also facing the phenomenon of overlapping customer resources. Therefore, enhancing online experience in electronic transactions for customers, improving the quality of online service, and increasing customer stickiness and repurchase intention are important issues in the business strategy of securities firms. This study aims to explore whether online service quality has an impact on repurchase intention under the mediating effect of relationship quality. This study conducted an online questionnaire survey using convenience sampling, targeting customers of a securities company within a certain financial holding group in the northern region of Taiwan. A total of 310 responses were collected, and 309 valid questionnaires were analyzed. The results show that online service quality has a significant positive impact on repurchase intention, and relationship quality is a complete mediating variable in the aforementioned relationship. All hypotheses in this study were supported. Theoretical and practical implications are proposed based on the research results.</p> <p> </p>

Pengaruh Fasilitas Dan Media Sosial Promosi Terhadap Keputusan Menginap

The importance of customer satisfaction has become a primary focus, with many companies investing in customer resources and continually seeking ways to enhance satisfaction. Promotional strategies through social media are an approach that can be adopted by tourism businesses such as accommodations to influence customer satisfaction. This research aims to explore the impact of social media and facility quality on customer satisfaction levels. The results of data analysis indicate that Facility Quality (X1) positively and significantly influences tourists' decisions to stay (Y). The influence of social media (X2) is also positive and significant on tourists' decisions to stay (Y). Together, facility quality (X1) and social media (X2) have a significant impact on tourists' decisions to stay (Y) at Glamping Mawar Camp, Bandungan.

Probabilistic-Assured Resource Provisioning With Customizable Hybrid Isolation for Vertical Industrial Slicing

With the increasing demand of network slices in vertical industries, slice resource provisioning in transport networks has encountered two challenges, one is efficient slice resource provisioning in the presence of traffic uncertainty of slices, and another is flexible slice resource isolation for customizable isolation needs. In this paper, we propose an innovative flexible hybrid isolation model to support any customized resource isolation from complete isolation to full sharing, and solve the slice resource provisioning problem named Hybrid Slicing Minimum Bandwidth (HSMB) by considering traffic prediction error to mitigate the negative impact of traffic uncertainty in the proposed model. After analyzing the HSMB problem, 1) we first try to solve the problem in steps and decompose the HSMB problem into grouping sub-problem and adjusting sub-problem, 2) we then propose a low-complexity dynamic programming grouping algorithm and a fast iterative adjustment algorithm for the two sub-problems based on probabilistic feature-based analysis, 3) we combine the algorithms of the two sub-problems and further propose a linking algorithm for the potential insufficient resource dilemma and high computational complexity dilemma to improve the efficiency of the solution. The numerical results show that the proposed flexible hybrid isolation model with different factors can facilitate flexible slice isolation with customized isolation demands, while the proposed algorithm can realize efficient slice resource provisioning with a probabilistic guarantee. The comparison result shows the proposed algorithms outperform the other benchmark algorithms.

Research on the Impact of Customer Resources and Demand on Customer Value in Value Co-Creation for Matchmaking Service Enterprise

This research takes the value co-creation theory as the research background, takes customer resources and customer value as the research objects, and uses the customer demand as the mediating variable to study the relationship between the them. By the data of the emerging matchmaking industry, the research analyzes the role of different levels of customer needs in the impact of customer resources on customer value. This study attempts to reveal the impact of customer resources on customer value from different levels of customer needs, strives to enrich the analytical framework of value co-creation theory.

Constructionist social work in the opinions of social work students and social workers. The example of the Solution Focused Therapy (SFT)

Social constructionism is one of the important contemporary theories used by social workers. Mary K. Rodwell, Stanley Witkin and Peter de Jong point to similarities between the assumptions of constructionism and social work, and to minor differences between them. Solution Focused Therapy is a model example of a constructionist practice. It uses unique types of questions, although therapists also use additional questions and interventions.Empirical research on the use of Solution Focused Therapy (SFT) by employees of social welfare centres was conducted, among others, in 2006 and 2019.The results of the opinion survey of social workers on the value and usefulness of SFT in their work were compared. The first study was conducted in 2006, i.e., at the beginning of the implementation of this method in social welfare centres in Poland. The second study was conducted in 2019 in social welfare centres in Maopolska voivodship. The respondents positively assessed the usefulness of some SFT elements in working with customers (and in their own lives), especially questions about exceptions, scaling questions and the increase in self-confidence.The author also conducted his own survey of the opinion of students of social work at the Jagiellonian University about the SFT course. Like social workers, the students spoke positively about the method in a comparable way. SFT weaknesses included omitting the customer's past, time consumption and the so-called miracle question.Typical difficulties for students in learning SFT are the following: ignoring customer resources, avoiding controversial and conflicting topics, and not considering the other party's opinion as a basis for changing their thinking.Conclusion: social work and education find partial use of SFT. Most of SFT's specific questions and focus on the customer's strengths were appreciated by social workers and students. Difficulties in accepting this method lie in the attachment to the idea of diagnosis as an essential component of social work and the idea of objective reality.

How to balance the industrial customers' resources requirements while maintaining energy efficiency?

One of the most important challenges facing the optimal management of power resources for industrial customers is considering the latest available technologies for this purpose. In this regard, this article investigates the most important technologies and methods available in this field and tries to maintain the energy efficiency at a suitable level by presenting a knowledge-oriented approach. One of the most important technologies used in this field is demand response, which provides an opportunity for consumers to provide an appropriate response to energy at various price rates by reducing or changing electricity consumption in peak load. In addition, the emergence of different renewable energy sources such as solar and wind in recent years has created a suitable opportunity for the participation of the majority of industrial and household consumers and as a result has increased social awareness in this field. The above items are investigated and discussed one by one in this paper and the impact of each of them on meeting the needs of industrial customers is assessed. In the end, it is tried to present a model to show how to optimally use these resources in scheduling from the social, economic and technical point of view.

The Influence of service equity and psychological Contract on Customer Citizenship Behavior in Chinese Fitness Service Enterprises: Customer Satisfaction as an Intermediary

At present, the output value provided by the service sector accounts for about 70 percent of the China GDP, which is an important indicator to measure a country’s economic development. However, the homogenization of the current service industry is relatively high. To obtain a place in the competitive market, customer relationship management is particularly important. In recent years, the academic circle has put forward the idea that “customer is a part of enterprise human resources” and put forward the concept of “customer citizenship behavior” based on the theory of organizational behavior. In other words, customers who enjoy good service will take the initiative to make free publicity for the enterprise and provide good suggestions to help the enterprise improve the service process. Enterprises should strive to use the existing customer resources to bring more tangible or intangible benefits for the enterprise. Based on the quantitative design and the social exchange theory, the purpose of this study is to explore the relationship between customer citizenship behavior, psychological contract, and service equity. From the findings of this study, the psychological contract and service equity, influence the mechanism of psychological contract and service equity on customer citizenship behavior respectively and discusses the mediating role of customer satisfaction in the above influencing process. The implication is to provide guidance for enterprises to use psychological contract and service equity to promote customer citizenship behavior, to bring more customers to the marketing practice.

The Impact of Customer Participation on Customer Value: Does Customer Resource and Regulatory Focus Matter?

With the development of technology and the improvement of customer awareness, customers and enterprises are becoming more and more proactive in the process of cooperation. Among these developments is the value creation of customers in the brand network. The community changes with the accumulation of resources during the customer journey, and it is particularly important to explore the impact of customer resource accumulation and regulatory focus of enterprises for customers on customer value. Previous research mainly focused on the role of customer resources in the stages of value creation and value realization, ignoring the impact of customer participation on customer resources accumulation and customer value during the customer journey and the moderating effect of customer regulatory focus between them. This paper investigates this from the perspective of resource theory. Based on the investigation in 451 active customers in the Chinese famous brand network community, it uses the SEM method to test the relationships among customer participation, customer resources and customer value, and the moderating role of regulatory focus during the customer journey. The empirical results show that both customer relationship resources and human resources positively affect customer lifetime value and customer engagement value and play a mediating role between customer participation and customer value during the customer journey. Furthermore, the customer promotion focus positively moderates the relationships between customer participation and customer resources, while the prevention focus only positively moderates the relationship between customer participation and customer human resources. The research results provide a theoretical basis for brand network communities to sustainably cultivate and guide customers to contribute a higher value.