Customers Of Company Research Articles

AMPLIAÇÃO DA OFERTA DE SOLUÇÕES AOS CLIENTES PARA O DESENVOVIMENTO DE NEGÓCIOS NO MERCADO DIGITAL: O CASO DA DIGINOTA

This paper describes the intervention carried out in a company that operates in the digital economy sector. The opportunity identified was to expand the value proposition, through new solutions in network data processing systems, to the company's traditional customers and in meeting the demands of new segments, in order to fill a market gap. The methodological procedure adopted was the proposition of Marcondes, Miguel, Franklin and Perez (2017) to define and implement strategies based on innovation in technology and services in search of differentiation that would generate competitive advantage, creating value for customers. The intervention resulted in the expansion of the value offer to customers through technological improvement, reducing the risk of customer evasion and providing conditions to attract new users, with the consequent increase in market share. The experience integrates conceptual models found in academic literature to concrete situations experienced in the business environment. It dealt with the complexity resulting from market contingencies that require the identification of alternatives to strengthen organizational performance, with methodological guidance of a scientific nature, allowing the report to add knowledge to management technology and allow replication in equivalent situations.

A case of 55 years of servitisation in the frozen concentrated orange juice industry

Although the term servitisation was coined in the late 1980s, this paper identifies and investigates a case that has been practiced in Brazil since 1963 by a capital goods manufacturer, which is focused on supplying machines and services to largest producers of frozen concentrated orange juice in country. Therefore, the aim of this paper is to describe and analyse the main characteristics of this case. Methodology used corresponds to an exploratory and in-depth case study conducted from supplier company perspective, but also by investigating its main customer company (dual approach). Data obtained were described and analysed using a framework designed for this purpose that is based on three classic publications on the subject. Results demonstrate a case of extreme servitisation, even for standards considered in present literature.

Согласование интересов компании-заказчика высокоскоростного подвижного состава и предприятия транспортного машиностроения как составляющая устойчивого развития высокоскоростного движения

The article presents a model of interaction between a customer company of high-speed rolling stock and a transport engineering enterprise, which ensures the coordination of the interests of organizations for the sustainable development of high-speed traffic.

Analysis of international experience in the field of building information modelling of transport infrastructure objects

In this paper, the authors consider the current state and level of implementation of building information modeling applied to transport infrastructure at the stages of their life cycle in Russia and abroad. Possible prerequisites for the transfer of knowledge and technologies of building information modeling from the civil and industrial facilities to the field of transport construction are highlighted according to the accumulated experience in the design, construction and operation of such facilities in various countries and Russia. Special emphasis is placed on examples of the world’s largest implemented or ongoing projects for the construction of transport infrastructure. The experience of implementing these projects was analyzed from the point of view of the software used in relation to all stages of the life cycle of transport infrastructure objects: design, construction and subsequent operation. The prospects for the development of data exchange formats in the context of the existing problem of mutual integration of BIM and GIS for transport infrastructure objects to ensure their complementarity and compatibility are also considered. The functional levels of the use of various software within the framework of companies implementing project activities using information modeling technologies are highlighted. A list of criteria characterizing the level of information modeling technologies integration to transport infrastructure objects into the activities of participants in the life cycle of these objects is highlighted. A review of the regulatory framework of information modeling in construction in Russia is carried out, and the main differences in this area with the regulatory regulation of this area in the European Union are noted. Conclusions are made about the key reference points for the development of information modeling of transport infrastructure facilities on a national scale, leading customer companies and contractors.

Clustering Pada Pelanggan Perusahaan Air Bersih Dengan Algoritma K-Means

progress, and increasing living standards have caused the need for clean Clean water services are a very important component of public services. Water is a basic need that cannot be separated from human life. The supply of clean water is of particular concern to every country in the world, including in Indonesia. Population growth, development water to continue to increase. Technological improvements and rapid population growth are now encouraging mineral water companies to continue to innovate and expand their market network in order to continue to survive and compete with companies - companies. A product that can be desired by consumers must be able to provide satisfaction to consumers who consume these products. In realizing the goals to achieve customer satisfaction, companies must be able to learn in advance about products that consumers are interested in, habits carried out by consumers, why consumers are interested in consuming these items, and how many products are needed by consumers. The author wants clean water customers which will be clustered using the K-means algorithm to do which provinces will get customers of clean water companies.

The effect of emotional marketing and marketing strategy on purchase decisions through consumer satisfaction as a mediation variables in PT. Nureka Bintang Abadi

This study aims to determine the effect of emotional marketing and marketing strategies on purchasing decisions through customer satisfaction. This study uses an explanatory analysis approach, meaning that each variable presented in the hypothesis will be observed by testing the causal relationship of the independent variable to the dependent variable. The population in this study were customers of PT. Nureka Bintang Abadi. While the sample used includes 60 company customers who make purchases. The results showed that emotional marketing had a significant effect on purchasing decisions. Marketing strategy has a significant impact on purchasing decisions. Consumer satisfaction has a significant effect on purchasing decisions. Emotional marketing has a significant effect on customer satisfaction. Marketing strategy has a significant effect on customer satisfaction. The effect of emotional marketing and marketing strategies on direct purchasing decisions is smaller than through customer satisfaction. In this case, it can be said that customer satisfaction is an intervening variable.

Применение полиграфа как инструмент обеспечения кадровой безопасности хозяйствующего субъекта

Based on the generalization of domestic and foreign studies, the article analyzes the possibilities and prospects of using the psychophysiological study of polygraph personnel to solve the problem of personnel security in an organization. The main schools of using the polygraph and modern spheres of its application are highlighted, including in commercial organizations. It is shown that the use of a polygraph is a tool for obtaining the necessary additional information when hiring an employee, as well as a tool for preventing his deviant behavior (in particular, the polygraph allows identifying employees who use the company's property for personal purposes, who ignore their job responsibilities, violate business processes that communicate rudely with the company's customers, various thefts, thefts, taking bribes from suppliers, embezzlement of money, forgery of financial and reporting documents and other hidden violations). The technique of using a polygraph in the recruitment process is presented. The article discusses the limitations of using the results of printing research, which must be taken into account in practice, including the following: the results are probabilistic in nature, are indirect evidence of involvement in the identified violations, can be used as a vector for further research, and also as an additional source of data in cases of asymmetry information (for example, when hiring), the verification procedure can be used as a measure to prevent future corporate offenses or other damage to the company due to the low competence of the hired employee.

INDUSTRIAL (B2B) MARKETING OF GLASS COMPANIES: MOBILE APPLICATIONS AS A SALES PROMOTION TOOL

The purpose of the paper is a qualitative analysis of mobile applications as a sales promotion tool in industrial (B2B) marketing of glass companies. Industrial marketing of the glass industry is poorly studied in terms of digital technology development and integration as well as mobile applications as tools for digital marketing communications. B2B companies’ digitalization is at the initial stage. Methodology. This research builds on the concepts of digital B2B marketing, the digitization capability of B2B companies, customer relationship building, and customer focus. The research methodology is based on the case study of ABC company and the content analysis of information available on the ABC’s website in the public domain. A content analysis was conducted of the patent for a method for determining the coated glass coating type using an application and a light source. Results demonstrate problems related to digital marketing concepts integration, customer focus, and customer relations formation. The results show an active digital strategy use for the company’s business growth through software development and integration of end product interactive visualization tools. As a result, additional business value is formed: 1) end customer company focus; 2) product knowledge development and B2B services personalization; 3) manufacturers transfer some sales and communication functions to their customers, which solves the problem of staff rotation in the sales subsystem; 4) the application becomes a tool for customer behaviour analysis. Mobile applications complement any traditional product promotion channels. The main domestic industrial market challenge is the poor rate of readiness for digital changes: applications become an effective marketing communication tool only when customers use them. Practical implications. Companies in different industries can use the results to understand real issues of applications integration in marketing strategy and communication. These problems include the digital unpreparedness of the Russian domestic market to accept new technological solutions. Value/originality. This research proves that mobile applications increase sales and is effective if company personnel, end users and B2B customers actively use them. Applications complement traditional B2B marketing channels.

THE OPTIMIZATION OF LEADERSHIP MEDIATION, WORK ENVIRONMENT, AND COMMUNICATION FOR EMPLOYEE PERFORMANCE IN DISTRICT SERVICE DIVISION IN PT. STATE ELECTRICITY COMPANY

This study identifies and analyzes optimization by work morale to mediate leadership style, work environment, and communication on the performance of employees of PT. State Electricity Company (PLN PERSERO) Customer Service Unit. This research was conducted using a quantitative, descriptive approach. The population in this study were employees of PT. State Electricity Company (PLN PERSERO) of the Customer Service Unit, amounting to 48. We use path analysis techniques to determine the direct and indirect relationship between leadership style, work environment, and communication on employee performance. As well as how the enthusiasm of work mediates the variables of leadership, work environment, and communication on the performance of employees in the Nuisance Services Division at the PT State Electricity Company, Network Service Unit. The results of this study conclude that (1) leadership style has a positive effect on morale, (2) leadership style directly has a positive effect on work performance, (3) work environment has a positive effect on morale, (4) the work environment directly has a positive effect on work performance. (5) Communication has a positive effect on morale, (6) communication directly has a positive effect on work performance, (7) work performance has a positive effect on morale. (8) Leadership style indirectly positively influences work performance through work morale as an intervening variable, (9) work environment has a positive effect on work performance through work morale as an intervening variable, (10) communication style positively influences work performance through work morale as an intervening variable in service division employees at PT. State Electricity Company (PLN PERSERO) Customer Service Unit.

Cost analysis and optimization of Blockchain-based solid waste management traceability system

As global concerns over End-of-Life (EoL) wastes released to the environment is rising, the need for enhancing the transparency of recycling systems is growing. To address the waste traceability issue, technologies such as Blockchain can be instrumental in the proper disposal and handling of wastes. In this paper, we propose a Blockchain-based Solid Waste Management (SWM) model that can help municipalities enhance the efficiency of their waste management efforts. A Blockchain framework owned and controlled by a municipality is proposed in which customer companies pay to join the platform to avail services from the suppliers managed by the municipality. The cost burdens to both supplier and consumer companies have been discussed. In addition, an optimization model is developed to determine the optimal quantity of waste that can be traded between supplier and consumer companies in order to maximize their profit based on parameters such as the number of suppliers, consumer companies, and the processing capacity of customer companies and several constraints including maximum storing capacity, storage, and transportation constraints. Further, the cost aspects associated with Blockchain implementation are estimated from several use cases obtained from companies providing Blockchain solutions.

The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer Satisfaction

This study investigates the impact of customer relationship management (CRM) and company reputation on customer loyalty with customer satisfaction mediating the relation among small and medium-sized enterprises. Customer satisfaction is essential for company reputation and loyalty because a company’s reputation largely depends on customer satisfaction in turbulent markets. Therefore, the current study is conducted in the Pakistani context to examine the customer believes regarding the company reputation. Due to uncertainty in the Pakistani market, no company can go smoothly in this turbulent market. To achieve the main objective of the study, data were collected from registered firms operationalized in Islamabad and Rawalpindi and verified by the Small and Medium-sized Enterprises Development Authority (SMEDA). Structured questionnaires were employed and total 345 questionnaires were distributed among the top management and 217 responses were received. After excluding those responses which were missing and not correctly completed, the remaining 181 were used for final analysis. For hypothesis testing, AMOS was used. Hence, our findings suggest that customer relationship management and company reputation have a positive and significant impact on customer loyalty. Additionally, customer satisfaction partially mediates the relation among customer relationship management, company reputation and customer loyalty. Hence, this study offers some suggestions to policymakers and practitioners. They should build deep trust among the company’s staff, which will become a good source of company reputation. In addition, different steps such as advertising, public relations and marketing campaigns are significant in changing customer’s behaviors.

SEARCH AND SELECTION OF OUTSOURCING CONTRACTOR FOR AGRICULTURAL ENTERPRISE

Introduction. The article is devoted to solving one of the important tasks of outsourcing – assessing the potential of the applicant company for executing the activity, business process, functions that the customer company must outsource because their independent implementation requires significant time and resources. The algorithm of step-by-step selection of the outsourcing partner-executor starting from the study of the outsourcing services market is determined. The evaluation criteria by types are considered and classified. The purpose of the article is to substantiate the methodical approach to the selection of an outsourcing partner based on the criteria of timely provision of services, their quality and efficiency. Results. It is offered to carry out a verbal assessment of the candidate for outsourcers according to organizational, social, economic, legal criteria. It is established that among the economic criteria it is necessary to calculate indicators: timely provision of services, their quality and efficiency. It is proposed to compare the value of the assessment of the candidate's economic criteria with the outsourcing performer with the reference indicators. It is proposed to establish a generalized coefficient of economic criteria with the provision of weights and determine its numerical value from 0 to 1. The obtained generalized coefficient of evaluation of the applicant in the executor of outsourcing activity of the enterprise is compared on numerical intervals of the modified Harrington scale and the level of efficiency of use of outsourcing is established. It is noted that when the bidder does not meet the level of evaluation criteria, his application for participation in the tender is not considered, and the candidate in the contractor is refused to cooperate. Conclusions. The highlighted positive evaluation of candidates is the basis for further tender procedures. According to the results of the tender, the outsourcing companies are ranked by the level of their generalized evaluation coefficient. Preference is given to the outsourcing contractor who offers the lowest cost of the task and has the highest value of the generalized criterion for assessing the effectiveness of customer service that uses outsourcing. Key words: outsourcing, partner, executor, efficiency evaluation, evaluation criteria, algorithm, integral criterion.

Do Corporate Social Responsibility (CSR) initiatives boost customer retention in the hotel industry? A moderation-mediation approach

ABSTRACT This study investigates the direct and indirect associations between CSR and customer retention, with the mediating effect of C-C (Customer-Company) identification, company reputation, and customer satisfaction. A sample of 384 customers from the hotel industry was taken for the present study. The result found a significant mediating effect of the aforementioned variables to measure the impact of CSR activities on customer retention. The study also tested and confirmed moderated mediation effect of C-C identification between CSR and customer retention via company reputation. The study contributes to the existing literature on stakeholder theory, and highlights its association with social identity theory, social exchange theory, and signaling theory, with respect to CSR activities in the hospitality industry. Encouraging a holistic approach to strategic CSR in hotels, this study contributes a framework of stakeholder roles, emanating from stakeholder responsibility and stakeholder involvement in CSR in the hotel sector, that will be of interest to both academics and practitioners.

Loyalty intentions as an outcome of customer delight in a services environment - a South African perspective

The study explores the delight phenomenon by investigating customer delight, its antecedents and its postcedents in the cell phone industry of South Africa. Data was collected from 450 customers of cell phone companies who considered themselves satisfied overall with their cellular service provider. This study extends the model proposed by Roberts-Lombard and Petzer (2018) and attempts to substantiate their findings in South Africa through applying the extended model in a parallel industry context. The results indicate that perceived employee service delivery skills and perceived value are important antecedents of customer delight and that there is a meaningful relationship between customer delight and customer loyalty in a business-to-consumer (B2C) setting in South Africa. The study adds value by informing cellular service providers how the service delivery ability of employees and the value perception of customers influence their customer delight experience and ultimately their loyalty to the service provider.

The Development of the Insurance Market in the Context of Digitalization and Consolidation

The relevance of the study is associated with the accelerated pace of automation and digitalization, which open up new opportunities for increasing the efficiency of insurance market participants. This process will help to ensure cost savings and increased revenues. The aim of the work is to determine the current trends in the penetration of digital technologies into the insurance market. The subject of the research is the processes of digitalization and consolidation of the insurance market. The research used the methods of horizontal and vertical statistical analysis. The absolute and relative deviations were calculated to determine the dynamics of the main phenomena and processes. The analysis of the peculiarities of the development of the insurance market in the context of digitalization is carried out and the prospects for further development are indicated. Over the past year, there has been a decrease in the intensity of the development of Internet communication between companies and clients in the insurance market; on the other hand, there has been a positive increase in expenses for advertising and other means of communication with the target audience. New insurance products are emerging due to the ability to collect more data on customers of insurance companies. The results obtained can be used to substantiate the development paths of individual insurance companies, and the research can be interesting for practice.

Socio-Economic Risks of Carsharing Customers in the Moscow Megalopolis

The article presents the results of sociological research of socio-economic risks of carsharing customers in the Moscow megalopolis. Carsharing is considered as one of the new types of sharing economy stimulated our days both by information technologies development and postmodern values of people. Currently carsharing is progressing rapidly in the Russian capital that makes relevant its various aspects of the investigation. There is a real contradiction when, on the one hand, various paid services, including carsharing, are extending and on the other hand corresponding risks for people are growing too. The main goal of the research is discovering of socio-economic risks of Moscow carsharing customers both real and potential. The primary method of empirical sociological of carried out in April-May, 2019 is in-depth interviews with actual and potential customers of Moscow carsharing companies. The study reveals that both actual and potential carsharing customers have some fears related to technical and sanitary conditions of a rented car, traffic accidents, insurance, billing etc. At the same time, we found out that the shared usage of a car itself actual the customers more responsible. It studies that development of carsharing in Moscow is constrained mainly by subjective factors related to the mentality of Russians (fears, phobias) and by such factors as sufficiently low level of trust both to people and social institutions. Obtained results are correlated to the statements made by other researchers and let to map out directions of further study of this field.

Social media marketing activities and brand loyalty in the telecommunication industry: The mediating role of brand affect.

The effect of social media marketing activities on brand loyalty has gotten little attention in the telecommunication industry. The purpose of this study is to investigate the impact of social media marketing activities on brand loyalty as well as to examining the mediating effect of brand affect in the relationship between social media marketing activities and brand loyalty. By using an online self-administrated questionnaire to obtain 409 customers of a telecommunication company in Palestine, the finding of this study revealed that social media marketing activities positively effect brand loyalty. Further, brand affect has been found as a partial mediator in the relationship between social media marketing activities and brand loyalty. Accordingly, theoretical and practical implications as well as recommendations for future studies have been provided.

Consumers as a marketing tool for the development of tourist activities

The article explores the features of the behavioral nature of consumers of tourism services, allowing to ensure the economic development of tourism companies based on the implementation of the basic principle of marketing - customer orientation. The competitiveness of a travel company is significantly affected not only by natural, climatic, economic, political, environmental, but also social factors. In order to study consumer preferences in the market of travel services, a questionnaire was developed and a survey of consumers (customers) in the amount of 100 people was conducted. The survey was conducted among real consumers (customers) of travel companies in the city of Nalchik. It was found that the higher the level of education of consumers, the greater their desire for knowledge and travel; mid-level managers and employees annually use part (a couple of weeks) of their vacation for recreation; the education and professional activities of potential clients of travel agencies affect not only the number of trips they make, but also the choice of travel destination; the main source of information about tourist destinations and services among potential clients of travel agencies is Internet resources; a decrease in cash income entails a reduction in the need for tourism services. Thus, socially oriented consumers are a marketing tool for the economic development of tourism companies and ensure their competitiveness. The information obtained as a result of the research will allow us to better understand customer behavior, timely identify problems that impede the effective conduct of business and reduce the likelihood of risk in the process of making the right management decisions in the tourism sector. Implementation of the main marketing principle - customer orientation will allow you to concentrate on the most promising market segments, to increase the efficiency of the applied forms and methods of sales, advertising, sales promotion, and, in general, to ensure the economic growth of tourism companies.

Impact of coupled open innovation on company business models: A case study of demand-driven co-creation

Research on open innovation refers to a model in which innovation is driven by the needs of the customer. In the healthcare sector, healthcare organizations are often the core customers for companies that want to use e-health solutions to improve patient care and cost efficiency. We examined the impact of coupled open innovation on companies’ business models. The co-creation between network actors was done in a demand-driven manner based on the needs of healthcare professionals. We present the findings of a longitudinal case study in an international setting. The research generated a new demand-driven coupled open innovation framework that supports companies in the challenging task of exploring economically viable business opportunities. Our paper contributes to the knowledge management and open business model literatures by providing empirical knowledge on the knowledge absorption and impact of coupled open innovation in the company business models in the knowledge-based economy.

Conceptual Structure of the Insurance Company's Customer Database Management System

Purpose of research is to develop a conceptual structure for managing the customer database of the insurance company based on the integration of models of data mining and system dynamics. The implementation of the conceptual structure involves clustering the customer database, modelling the dynamics of the customer database and developing strategic goals for each segment of the customer database in order to increase customer lifetime value.Methods. The article presents a theory-multiple model of the insurance company activity in the context of customer relationship management, which made it possible to determine the logical structure, system relationships as well as a set of functions performed within this process.Results. The proposed conceptual structure of the customer relationship management system includes tools for analyzing key indicators of the customer database, segmenting the database using several clustering methods and structuring by indicators of customer's profitability, satisfaction with insurance services as well as strategizing sales development for each customer segment, which includes the formation of management decisions in the form of marketing activities, optimizing costs and expenses in promoting services on the market due to rational and competent positioning.Conclusion. Based on the task set, an algorithm that allows analyzing the customer database by key indicators, segmenting, structuring customers and forming sales development strategies of the insurance company aimed not only at retaining existing customers but also at increasing the value of each one by increasing customer lifetime value and increasing sales for each cluster as well as increasing the volume of insurance premiums by attracting new customers is proposed.