Customers Of Company Research Articles

Security in Smart Meter using Iot

Today digitalization is key of our lifestyle not only in cities but also in rural areas. Nowadays, Internet of Things (IoT) is adding feathers to this globalization. In this research paper we will discuss about the safety and security of one of the most popular applications in IoT, i.e, Smart Meter in Smart Grid. Especially about Smart Meter in Smart Grid, which is fundamental part of it. Smart Meter unlike traditional metering system bidirectional in nature. Thus they have two streams one for power flow and second is data collection, analysis and processing i.e, communication, this is done by communication channel. Assured, strong, high-end security must be designed to the communication network so that data cannot be tampered, manipulated or interrupted by outer world. Here we will apply a unique technique of cryptography by which a secure communication channel method using Genetic Algorithm can be designed. By implementing this technique we can ensure a safe communication between customer and utility company. Thus, provide security to the data flow.

Company–customer conflicts and ethical decision-making of life insurance agents: the role of ethics institutionalization

PurposeFor the financial service industry, company–customer conflict is a topic that deserves special attention. This study explores the impacts of ethics institutionalization on the life insurance agents' ethical decision-making under the company–customer conflicts.Design/methodology/approachTwo types of company–customer conflicts are studied. In one situation, selling the life insurance product is profitable to the life insurance company, but the product is unsuitable for the customer. In another situation, selling the life insurance product is unprofitable to the life insurance company, while the product will fully satisfy the customer's interests. The study selects Taiwan's full-time life insurance agents as a sample.FindingsThe main results show that implicit ethics institutionalization has a stronger influence on teleological evaluations and deontological evaluations. This study then finds that different types of company–customer conflicts would change the influences of teleological evaluations on ethical intentions and cause different influences of implicit ethics institutionalization on teleological evaluations and deontological evaluations.Originality/valueEthics institutionalization and company–customer conflicts are important issues in the literature. This is the first study to discuss the roles that ethics institutionalization and company–customer conflicts play in the ethical decision-making of life insurance agents.

Configuration-Based Smart Customization Service: A Multitask Learning Approach

Smart customization service is an important element for smart manufacturing. The success of smart customization requires that designers, manufacturers, and customers with differences in context, semantics, and other cognitive aspects be engaged in a collaborative process. With product configurators reported to have positive impacts on product quality to meet customers' needs, this article attempts to explore an approach for smart customization service based on configurators. To better address the semantic gap between customers and designers/manufacturers, a new configuration mechanism is proposed that takes into consideration customer needs using natural language as the input and maps them to product specifications in the design stage. We collected a massive amount of review text from e-commerce websites and used ELMo, a contextualized word representation based on a deep bidirectional language model, to encode the text. A multitask learning-based neural network was adopted to build the mapping from layman customer needs to product specifications. Our experiments show that this approach can achieve a promising performance for the configuration task and, thereby, facilitate smart customization services. Note to Practitioners-Smart customization has been adopted by various industries to tailor companies' business streams and customize solutions for customers. It is a complicated service process involving cross-functional teams for identifying customer needs and establishing product design and manufacturing specifications. However, communication in the collaborative process may be challenging. Customers may express their needs using layman's terms. The expressed needs can even be ambiguous and imprecise. Miscommunication hinders the efficiency of smart customization services. This article uses natural language processing and machine learning techniques to map product review text, which is crawled from e-commerce websites to the corresponding product specifications. Given a new customer's needs in free-form text, the mapping can automatically identify the satisfactory product configurations. This has the potential to improve the efficiency of product customization and shield customers and companies from the back-and-forth communication procedure in the customization service.

Customer-Company Identification as the Enabler of Customer Voice Behavior: How Does It Happen?

In this study, we define customer voice behavior as a consumer’s extra-role communicative behavior of offering suggestions or opinions to enterprises. We classified customer voice behavior into two dimensions: promotive and prohibitive voices. Furthermore, we explored the relationship between customer–company (C–C) identification and customer voice behavior. From a sample of 394 university students who were customers of food delivery services, the results showed that C–C identification was positively related to both promotive and prohibitive voices while felt responsibility for constructive change (FRCC) played a mediating role between C–C identification and both kinds of customer voice behavior. In addition, we found the moderating effects of self-impact, which could strengthen the impacts of FRCC on customer voice behavior and the mediating effects of FRCC. The theoretical and practical implications of this study are also discussed.

Improving Internet Service Providers (ISP) Competitiveness: ISP's Perception Regarding Customer Satisfaction

The needs and quality expectations are not the same among different customers; therefore, internet service providers (ISPs) companies should cluster their customers and allocate their limited resources to the customers with the highest priority for the organisation. This study focuses on the quality of services or in other words, meeting the ISP customers' real needs. Customers of an ISP company in Iran are clustered by using a combination of clustering techniques (i.e., K-means, Kohonen and TwoStep clustering algorithms), and then fuzzy Kano model is used to assess the customer satisfaction. A fuzzy Kano questionnaire was distributed randomly between 1,000 customers and then needs and requirements of each cluster were reviewed and clustered. Satisfaction increment index (SII) and dissatisfaction decrement index (DDI) are calculated for each cluster. The findings of this study facilitate clustering ISP customers and perceiving their needs, and in turn can be used by ISP managers to enhance customer satisfaction.

Corporate social responsibility toward stakeholders and customer loyalty: investigating the roles of trust and customer identification with the company

PurposeThis study aims to uncover the underlying multiple intervening mechanisms between corporate social responsibility (CSR) and customer loyalty. Social identity and social exchange theories offer the ground for prediction that the primary outcomes of CSR initiatives are customer–company (C–C) identification and customer trust, which in turn affect customer loyalty. Also, the differential effect of CSR behaviors toward specific stakeholder groups on customer attitudes and behaviors are examined.Design/methodology/approachData were collected from 333 customers of telecommunication companies in Greece. Structural equation modeling was used to test the postulated relationships.FindingsThe findings demonstrate that both C–C identification and customer trust intervene in the relationship between customer perceptions of CSR and customer loyalty; however, the identification mechanism is stronger than the trust mechanism in building customer loyalty while C–C identification seems to drive customer trust. Moreover, out of the three CSR components (customers, employees, and society/environment) that were considered as relevant to customers and were investigated, customer-centric activities were found to be the stronger predictor of both C–C identification and customer trust. Also, CSR toward society/environment was found to positively influence C–C identification.Practical implicationsThe findings of this research can assist practitioners in effectively conceptualizing CSR image from a customers’ point of view and designing their company’s CSR and communication strategies to boost positive customer responses and strong long-term relationships.Originality/valueThe current study provides further insights into the complex relationship between CSR and customer responses and the impact that different CSR activities may have on customers.

ECLAT Algorithm for Frequent Item Set Generation with Association Rule Mining Algorithm

Eclat is a program for frequent item set mining, a data mining method that was originally developed for market basket analysis. Frequent item set mining aims at finding regularities in the shopping behavior of the customers of supermarkets, mail-order companies and online shops. In particular, it tries to identify sets of products that are frequently bought together. Once identified, such sets of associated products may be used to optimize the organization of the offered products on the shelves of a supermarket or the pages of a mail-order catalog or web shop, may give hints which products may conveniently be bundled, or may allow suggesting other products to customers. However, frequent item set mining may be used for a much wider variety of tasks, which share that one is interested in finding regularities between (nominal) variables in a given data set. For an overview of frequent item set mining in general and several specific algorithms (including Eclat)

Enhancing Customer Service Using Chatbot Application Through Artificial Intelligence

In every service based or product based company customer services is considered to be an important sector to maintain customer relationship. This sector also consumes a lot of resources from the company both labor wise and money wise. In this sector the usage of resources are high due to the demand in the sector, A good company is defined how good is their customer service, Today most of the companies lack a good customer interaction, Hence to ease this process of customer services in this paper we propose to use A.I chatbot in the customer service sector. The result will be faster and more optimal customer service solutions.

Linking Corporate Social Responsibility to Customer Loyalty through Co-Creation and Customer Company Identification: Exploring Sequential Mediation Mechanism

Promoting corporate social responsibility (CSR) and co-creation has become a crucial relationship marketing strategy for the banks. This research empirically investigates how banks’ CSR activities generate positive customer responses in the form of co-creation, customer–company identification (CCI), and loyalty. This research sheds light on the influence of CSR on customer behavior by analyzing the underlying psychological processes through the sequential mediation of co-creation and CCI. Working with a sample of 280 banking customers in Pakistan, partial least square based structural equation modeling (PLS-SEM) is employed to test the conceptual model. CSR is a multidimensional formative construct that affects customer loyalty both directly and indirectly. Sequential partial mediations of co-creation and CCI are found between CSR activities and customer loyalty. Lastly, CCI has a direct and significant impact on co-creation and customer loyalty. Banks must include CSR in their long-term marketing plans to improve overall customer behavior because banks’ CSR activities result in customer identification and co-creation. Similarly, banks should welcome the customers’ participation in service design and use their knowledge and skills to improve overall service culture.

When and how does customer engagement in CSR initiatives lead to greater CSR participation? The role of CSR credibility and customer–company identification

AbstractThis study aims to investigate the effects of customers' perception of corporate social responsibility (CSR) on their CSR participation intention via customer–company identification (C–C identification). The authors also examine how CSR credibility strengthens the customers' CSR perception–C–C identification relationship and the indirect relationship between CSR perception and CSR participation intention through C–C identification. We conducted a survey of 567 South Korean bank customers and performed structural equation modeling to test our hypotheses. C–C identification partially mediated the relationship between customers' CSR perception and CSR participation intention. The positive association between customers' CSR perception and C–C identification was more pronounced when CSR credibility was higher than when it was lower. CSR credibility further moderated the indirect effect of customers' CSR perception and CSR participation intention through C‐C identification. This study deepens CSR research by showing how a cognitive CSR perception leads to a behavioral CSR participation based on a research model.

Pengembangan Model Bisnis Tentang Telekomunikasi di Perusahaan Berdasarkan Perspektif Pelanggan

Telekomunikasi sudah menjadi kebutuhan dalam setiap aktivitas. Berdasarkan hasil publikasi Badan Pusat Statistik (2018) jumlah pelanggan telepon seluler di Indonesia mencapai 319,4 juta. Berdasarkan angka tersebut terdapat potensi pasar yang besar karena dapat diasumsikan bahwa setiap pelanggan membutuhkan setidaknya satu buah nomor telepon, dan setiap nomor tersebut dibutuhkan biaya-biaya agar dapat digunakan untuk telekomunikasi seperti tagihan bulanan bagi pelanggan nomor pascabayar dan pulsa bagi pelanggan nomor prabayar. Kebutuhan telekomunikasi tidak hanya terjadi di tingkat individu namun juga terjadi di lingkungan organisasi seperti pada perusahaan yang nantinya akan dijadikan sebagai pasar sasaran utama dalam model bisnis. Potensi pasar yang besar memunculkan ide untuk membuat suatu konsep bisnis yang fokus pada segmen pelaggan perusahaan yang mampu memberikan kemudahan, keamanan, fleksibel, dan transparan sehingga dapat mempermudah aktivitas bisnis perusahaan dan mengurangi risiko kerugian akibat tunjangan komunikasi yang disalahgunakan.

The Roles of Community Engagement and Brand Community Types in Building Brand Trust on Social Media Based Brand Communities

This study aims to understand the influence of the four elements of the relationship or customer- centric model in the online brand community (relationship between customer-product, customer-brand, customer-company, and customer-other customers) on brand trust in the realm of social media, by measuring moderation effects of community engagement and brand community types. The respondents are 220 respondents, coming from two types of brand community: consumer-initiated and company-initiated brand community. In general, the measurement is done by using structural equation modeling method. The results obtained from the analysis of this study are from the four elements of existing relationships in the online brand community (customer relationships with product, brand, company, and other customers), only customer-brand relationships that significantly affects brand trust. The results are different from previous studies, so it is interesting to investigate further. Furthermore, this research also found moderation effect of community engagement and community types in the relationship between online brand community and brand trust.

Building Brand Community Relationships on Facebook Fan Pages: The Role of Perceived Interactivity

ABSTRACTBased on the stimulus-organism-response model, this research proposes a model that illustrates the effect of perceived interactivity on brand community members’ attitudes toward the site and brand community relationships. This research recruited 425 Facebook Fan Page (FBFP) users for a survey study, and structural equation modeling was used to test the research hypotheses. The results show that perceived interactivity (i.e., perceived control, perceived responsiveness, and perceived communication) positively influences users’ attitudes toward using an FBFP, which subsequently positively influences customer–brand, customer–product, customer–company, and customer–other customer relationships. This research advances the literature on virtual communities and brand communities by demonstrating how perceived interactivity affects users’ attitudes toward FBFPs and the impact of users’ attitudes toward FBFPs on brand community relationships. The findings provide managerial implications in regard to interacting with members and building brand community relationships.

EXPERIENTIAL MARKETING TERHADAP CUSTOMER VALUE DAN CITRA SERTA PEMBELIAN ULANG

This study aims to determine the effect of experiential marketing on customer value and corporate image as well as its implications on the repurchase interest of cafe & restaurant visitors in Bandung. The research method used is descriptive and verification analysis. Data collection used was interviews using a questionnaire accompanied by observation and literature techniques, sampling techniques using consecutive sampling with a sample of 100 respondents. Data collection in the field was carried out in 2019. Data analysis techniques used Path Analysis. The results show that in general experiential marketing falls into the good category as well as customer value while the image and interest in repurchase tend to be sufficient. Experiential marketing influences customer value and company image and customer value and company image influences repurchase interest

Intelligent CRM systems of transport companies

High technological efficiency and the use of intelligent systems are the main internal factors in the evolution of the transport company. Transportation companies are introducing digital infrastructure, trying to achieve practical results by focusing on customer demand, such as actively using Customer Relationship Management and holding on to the customer, increasing their loyalty. But there are problems in activating such systems because of their heterogeneity and non-systemic approach to their use. A system analysis is needed, which is the main purpose of this article. This problem is discussed in this article for highly competitive transport (logistics) business. The capabilities and impact of the transport company 's customer relationship management systems in the cloud are analyzed. The method of organization and regulation of business processes oriented to relations with clients, creation and development of cloud business infrastructure is proposed. The evolutionary cycle of the transport system in cloud infrastructure is described. A comprehensive multiplicative transportation efficiency model similar to the Allen model has been built and described how to use it to evaluate system self-regulation. The results of the work can become a methodological basis for solving practical problems of business processes of transport systems and their transfer to cloud infrastructure.

Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume

Due to the rise of technology and the quest for productivity, retailers continue to expand customer coproduction initiatives and companies therefore need to train customers for their roles during their visit. This research aims to compare the effects of proactive training (before experience and before customer request) vs. reactive training (upon request during the experience) on customers' ability to coproduce (script proficiency), the total sales value per customer, and customer satisfaction. Which is the best solution for training customers? This research proposes three main contributions. First, we define the concepts of proactive and reactive training. Second, this research proposes a new way of measuring coproduction by adopting the company's perspective. Third, with this method, we establish that proactive training is the only type of training that increases script proficiency, which in turn positively influences the total sales value per customer, but not customer satisfaction. However, reactive training is still important to avoid critical situations.

Process systems engineering applications, challenges and opportunities in the toll manufacturing industry

AbstractThere is a drive in chemical industries toward outsourcing many operations so that companies can effectively focus on their core competencies, and can rapidly acquire processing capabilities without setting up new facilities. This concept of toll manufacturing is based on a sharing‐economy model for on‐demand chemical production services. In toll manufacturing, the customer or consumer company provides raw materials to a toll manufacturer who then offers the rest of processing services. Due to distributed chemical production supply chains and decentralized nature of tolling model, a new set of challenges arise for both consumers and manufacturers. This article presents the prevalent applications of toll manufacturing in chemical industries, identifies key challenges of the sharing‐economy model, and highlights the opportunities and key issues of using process systems engineering (PSE) approaches to help toll manufacturing.

Advertising or branding: it is different

Supplementary materials Teaching Notes are available for educators only. Learning outcomes The learning outcomes are as follows: to understand the linkage between brand development and advertising/marketing communications plan; and to understand the critical role of branding for organizations and its clients against competition in a business-to-business environment. Case overview/synopsis The case presents a very dilemma faced by firms such as Bharat Oil Company in developing economies such as India. The public sector entities in India have always enjoyed state-vested power, authority and control. Employees in the organizations lack the appreciation for concepts such as branding and marketing communications. It is a similar situation with the case protagonist Deepak Dixit. The company has completed its first phase of marketing communications/advertising exercise for Prosell, the petrochemical brand. Deepak’s boss Aakash wants Deepak to prepare the marketing communications plan for the second phase of Prosell. Deepak’s meeting with the customers and line managers left him perturbed about the success of the first phase of brand Prosell. The case ends at a point where Deepak has to come up with a branding and marketing communications plan rather than an advertising plan. Research methods: this case is based on data gathered from primary interviews with the case protagonist (name disguised), five line managers and eleven actual business customers of the Bharat Oil Company. Secondary data has been collected from published reports and company website. The name of the company has been disguised. Complexity academic level Postgraduate, Executive, Undergraduate. Subject code CSS 8: Marketing.

Engaged, but with what? Objects of engagement in technology-aided B2B customer interactions

ABSTRACT Using new technologies in customer interactions is a popular way of trying to increase customer engagement. It is, however, unknown how such efforts by marketers’ affect engagement, and particularly to what that engagement relates to. By analysing interview and observation data, the engagement manifestations of customers of a B2B company using virtual-reality technology were studied. The results show that customer engagement can be targeted at not only brands or firms but also the service the firm offers or the technology that enables the service. It is argued that the different objects of engagement can coexist and support each other but engagement with the firm is less susceptible to fluctuations. Marketers should be aware of what triggers customer engagement and what it is targeted at.

Examining brand loyalty from an attachment theory perspective

PurposeThis study aimed to ascertain the relationship between experiential value, brand attachment and brand loyalty. The authors employed the attachment theory as the theoretical framework and operationalised attachment as a two-dimensional construct: identity-based and bonding-based. The authors argue that experiential value reinforces customer attachment in these two perspectives of attachment and consequently determine brand loyalty.Design/methodology/approachThe authors used a survey research design and collected data from 500 customers of mobile telecommunication network companies in Ghana. The authors analysed the data collected using the partial least squares approach to structural equation modeling.FindingsThe findings of the study showed that there is a relationship between experiential value, brand attachment (identity-based and bonding-based) and brand loyalty. This study showed how experiential value reinforces each dimension of the attachment theory, and drives brand loyalty.Originality/valueThis study intensifies the application of attachment theory in the marketing literature. It provides insight into how brand loyalty is developed via attachment.