Customer Effort Research Articles

FROM SERVICE TO SUPERIORITY: UNVEILING THE IMPACT OF ARTIFICIAL INTELLIGENCE ON CUSTOMER EXPERIENCE IN GIANT HYPERMARKETS, KLANG VALLEY, MALAYSIA

The integration of Artificial Intelligence (AI) in retail has redefined customer experience, offering new opportunities for personalisation, service quality enhancement, and continuous service delivery. This study investigates the impact of AI on customers’ experience at Giant Hypermarkets in Klang Valley, Malaysia, focusing on four key areas: personalisation, service quality, hassle-free service, and customer service. Using quantitative methods, data were gathered from 365 respondents to assess the influence of AI-driven services on customer experience. The findings reveal that hassle-free service significantly enhances customer experience, while personalisation, service quality, and customer service show no significant impact. These results suggest that while AI is effective in streamlining operations and reducing customer effort, it may fall short in providing the emotional engagement needed to enhance the overall customer experience. This study highlights the importance of balancing AI efficiency with human interaction, particularly in relational services. This research offers valuable insights for retailers, academics, and small business owners, emphasizing the need to adopt AI technologies that focus on customer convenience and experience while maintaining a personal touch. This study clearly highlights the implications for the retail industry, demonstrating that AI can significantly enhance customer experience, but its strategic integration is crucial to address both operational efficiency and emotional engagement.<p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/soc/0735/a.php" alt="Hit counter" /></p>

“Good” and “bad” frictions in customer experience: Conceptual foundations and implications

AbstractBusinesses often strive for frictionless customer experiences, assuming that customers always desire seamless interactions. However, recent academic and practitioner discussions suggest that not all forms of friction are detrimental. Reconciling the conflicting views, we propose a framework that defines friction as simply the effort customers exert to complete tasks related to their consumption goals. Furthermore, drawing from the goal striving theory and customer experience literature, we identify and propose four types of friction based on dimensions of task desirability and task value: frustrating, constructive, preference‐based, and rewarding. Our framework challenges the prevailing business practice of eliminating all friction, as evidenced by a topic modeling analysis of announcements related to achieving frictionless customer experiences. Instead, we posit that while frustration friction should be minimized, the other three types of friction offer opportunities for businesses to enhance customer value. Particularly, we caution managers that eliminating constructive friction (i.e., customer effort in low‐desirability, high‐value tasks) may hinder value creation. We also recommend that managers find opportunities to infuse rewarding and preference‐based friction to enhance customer experience. By understanding these nuances, businesses can strike a balance between friction reduction and value optimization in their customer experience designs.

Air India pee gate case – need for comprehensive SOPs in customer management

Learning outcomes This case study allows students to appreciate the value of standard operating procedures in customer management. This case study emphasises the role of employees in delivering superior customer experience. This case study explores many facets of customer experience, reputation, social class membership and standard operating procedures (SOPs). Students will be able to apply theories of customer experience, behavioural psychology and service dimensions relevant to the airline industry. After completing this case study, students will be able to do the following:1. Evaluate the value of SOPs in Customer ManagementThis case study refers to the need for adhering to SOPs to deal with complex situations. Students will be able to evaluate whether compliance to SOPs could have helped Air India avoid the crisis or was it possible that a culture of absolute commitment to customer wellbeing could have prevented the crisis.2. Apply the theory of defensive attribution in customer grievance handling. Discuss if reducing customer effort in getting their problem solved can result in superior customer service.The victim had attributed the blame for not insisting on filing a complaint to the crew. Air India crew had defended their actions or lack of it by stating that they had followed the rule book. Students will be able to appreciate the need for a swift redressal mechanism to protect the self-image and self-esteem of the person/group involved. They will also understand that customer service interactions designed to solve customer problems swiftly and easily can be a very simple dictum to guide all employees in their decision-making while handling a customer complaint. 3. Evaluate the relationship between customer satisfaction and customer experience and examine the value of net promoter score (NPS) to study customer satisfaction. Air India Airlines was catering to varied customer groups such as the Indian diaspora, large student population pursuing education abroad, first-time flyers and the rising middle class with travel aspirations. Customer expectations vary across segments and change over their lifetime. Airline staff must trace customer corridors and deliver on customer expectation across the touch points that matter to them to ensure meaningful and relevant service delivery. Students will have an opportunity to evaluate the NPS in measuring customer satisfaction and debate whether it is a sufficient metric to guide the organisation on delivering and monitoring customer experience. 4. Examine why reputation risk management and not crisis management should be the focus of Air India in delivering superior customer service because nearly 70%–80% of market value for a company comes from its intangible assets such as brand equity and reputation. Students will discuss crisis management i.e. handling the threat to reputation after it has occurred and reputation risk management i.e. proactively managing potential threats to its reputation by taking timely actions to avoid or mitigate it. There are three factors (reputation reality gap, changing beliefs and expectation and weak internal coordination) that determine reputational risks. Students can evaluate this model to determine if Air India should address these three factors to manage its reputation proactively. Case overview/synopsis This case study is set around an incident that happened on 26 November 2022, on Air India flight bound for Delhi from New York when an inebriated 34-year-old man had peed on a 72-year-old woman. The perpetrator of the crime had walked free, and the victim was left dissatisfied with how the cabin crew had handled her ordeal. Air India Airlines was launched in 1932 by industrialist JRD Tata and nationalised in 1953. In 2021, Tata Group acquired the 90-year-old Air India from the Government of India for $2.4bn (INR 18,000 crore) and appointed Campbell Wilson as chief executive officer and managing director. The incident brought to the fore the customer management issues that Wilson had to address. First on the list of Air India’s turnaround plan was delivering “exceptional customer experience”. How was it going to achieve it because the Indian aviation ecosystem lacked infrastructure such as airports, airspace, competition and customer preference-based services? There was also shortage of pilots, engineers, technicians, air-traffic controllers and technocrats to occupy positions within security agencies and regulatory bodies. With Air India’s acquisition, the Tata Group had to find innovative solutions to deal with decades of internal neglect, non-performance and labour union problems. This case study is relevant to address real issues of customer experience, consumer psychology, reputation risk management and standard operating procedures in service management. Complexity academic level This case is suitable for both undergraduate and postgraduate level students of business management. It can also be used for training service personnel of aviation industry. Supplementary materials Teaching notes are available for educators only. Subject code CSS 8: Marketing

IOT- Based Human Friendly Smart Trolley

Shopping and buying is an integral part of our daily lives. Big mega markets have a wide variety of items and different stores can have different deliveries of goods. It is difficult for many consumers to stand in the long queue for the billing of goods purchased. This causes wastage of money and a poor bill for the wrong customer. Trolleys are used in supermarkets or grocery stores to make shopping simpler. However, it is difficult for customers to control the trolley while shopping. An automated customer following trolley was implemented which calculates the total sum of grocery items carried in the trolley by the customers. This reduces the customer's effort to pull the trolley and keep the line for the payment of the grocery products. The customer who has a specific tag and a web camera installed in front of the trolley will recognize the tag and move the trolley to the customer. Using the RFID tag and the Raspberry Pi receiver, the item bill inserted has been obtained in the trolley. This results in an ideal solution to all these problems.

Predicting e-commerce CLV with neural networks: The role of NPS, ATV, and CES

Accurately predicting Customer Lifetime Value (CLV) is paramount in optimizing customer relationship management. This study introduces a novel deep learning approach, employing a neural network model to forecast CLV for a leading international e-commerce retailer. This investigation delves into the interplay of key performance indicators—Net Promoter Score (NPS), Average Transaction Value (ATV), and Customer Effort Score (CES)—and their collective impact on CLV. The research utilized a dataset of 15,000 customer profiles and crafted a sequential neural network with dense layers optimized through hyperparameter tuning and regularization to thwart overfitting. The model's efficacy was assessed on a 10 % test set, revealing its adeptness at capturing intricate, nonlinear predictor-customer lifetime value (CLV) relationships. Consistency in training and test performance metrics underscored the model's generalizability, while high R-squared and explained variance scores confirmed the predictive strength of the chosen factors. This research seeks to provide a solution for building an artificial intelligence model with an artificial neural network algorithm to predict customer lifetime value. By incorporating this principle, the study aims to leverage the power of neural networks to forecast CLV, enabling retailers to make informed decisions and optimize customer relationships accurately. This study finds that Net Promoter Score (NPS) and Customer Effort Score (CES) have a powerful impact on the neural network model's ability to predict Customer Lifetime Value (CLV) accurately. On the other hand, while Average Transaction Value (ATV) exhibits the least impact, it still significantly contributes to the accuracy of Customer Lifetime Value (CLV) predictions. These results underscore the importance of incorporating customer feedback metrics like NPS and CES when building predictive models for CLV estimation. Integrating critical customer metrics into neural networks gives retailers enhanced insights, enabling precise customer segmentation, resource allocation, and strategic growth. The study paves the way for future research to refine further CLV prediction, including dataset expansion, customer profile enrichment, and prescriptive marketing optimization.

Developing your airport customer experience measurement model

In recent times, there has been a shifting paradigm in the realm of customer service, transitioning from a focus on the supplier’s quality management to prioritising the quality experience of customers. The primary objective of this study is to introduce a novel model known as the airport customer experience measurement model (Airport-CXMM). This model is designed to facilitate enhanced customerorientated service experience management and to reframe the assessment criteria for quantifying the customer experience (CX) within airport environments. Airport-CXMM takes into account three pivotal components — customer service quality, customer effort and customer value — all of which are critical factors in shaping CX, along with the influential factors traditionally employed in established models. Moreover, the study utilises the analytic hierarchy process (AHP) to effectively capture the relative importance and assign quantitative weights to each of these factors. To demonstrate the suitability and effectiveness of Airport-CXMM, the model underwent validation through both exploratory factor analysis (EFA) and confirmatory factor analysis (CFA), utilising passenger survey data obtained from Incheon International Airport (ICN). This study holds significant value as it introduces an innovative model for the quantitative measurement of CX within airport settings. It is anticipated that Airport-CXMM can be effectively harnessed by airport operators and other stakeholders in the industry, enabling them to systematically manage and formulate strategies aimed at enhancing the CX, aligning with the recent shift in the customer service paradigm.

Software Defined Layer 4.5 Customization for Agile Network Operation

Protocol customizations primarily come in two forms: those driven by public extensions to open standard protocols; and dialecting and performance tuning driven by an enterprise network’s private security and performance needs. Current deployment of protocol customizations is mostly ad hoc, through manual configuration or script programs that are highly specialized to each customization. This method lacks the agility necessary to support the relatively high tempo of private customizations. Also, it is common for today’s protocol customization efforts to experience middlebox interference. We propose a systematic framework of network-wide orchestration and continuous management of protocol customization to enable agile operation for enterprise and data-center networks. By introducing a logically centralized orchestrator along with a Layer 4.5 fine-grained device customization solution, our framework will allow operators to configure, deploy, and monitor customized flows from a single vantage point, providing timely detection of rogue devices as well as real-time coordination of middlebox traversal. Results from prototyping and experimentation confirm utility of our framework while incurring modest processing overhead, at the levels of 3% and 0.5% for sample customized flows and non-customized flows, respectively. Furthermore, we present two major system refinements: (i) generalizing the design of receiving modules to support customization of encrypted flows, and (ii) adding logic system wide to support seamless rotation of customization modules for live flows. Finally, we discuss specific agile network operation use cases enabled by our solution and outline future work.

Debunking Indian Neo-banks' Customer Effort Score and ESG Values

Debunking Indian Neo-banks' Customer Effort Score and ESG Values

Управління лояльністю споживачів в контексті диджиталізації як засіб підвищення фінансової стійкості компанії

The article highlights the issue of forming and managing customer loyalty in the service sector by using digital tools. The importance of customer loyalty as one of the most powerful components of an enterprise’s intellectual capital is emphasized. The types of loyalty are characterized according to the criteria of attitude to the brand (positive/negative) and the frequency of repeated transactions (absolute, hidden, false, zero). Loyalty indicators and how to calculate them are covered: customer retention rate, customer long-term value, Net Promoter Score, customer satisfaction surveys, customer effort evaluation, cause and effect questions, repeated purchases and referrals, engagement. It was noted that among the various types of loyalty (bonus program, fixed discount, temporary discount, multi-level discount program, product as a gift, partner loyalty program, paid loyalty program) the non-commercial program deserves the most attention, because in the long term it forms and testifies to absolute customer loyalty. The main types of loyalty management in the context of digitalization include transactional, social-network, related to the influence on engagement, emotions, consumer behavior, and intentions to recommend a service. It is emphasized that automated systems, such as software for managing business processes and online services for booking procedures, are becoming an integral part of modern beauty salons and offer a wide range of possibilities: online booking for services through a website or mobile application, reminders about visits by messages or e-mail; a calendar of appointments for services with the possibility of synchronization with personal calendars of beauty masters; automatic control of consumables balances, formation of supply orders, cash book management, income and expense accounting, profitability analysis; newsletters about promotions and special offers, maintenance of pages in social networks; storage of information about customers, their preferences, history of visits through the CRM system. The positive consequences of using automation in beauty salons include increasing efficiency and productivity, improving customer service, increasing profitability, expanding marketing and advertising opportunities, improving ratings and reviews, but among the negative ones, we single out dependence on technology, loss of personal contact, and threats to data privacy. A developed set of advertising events with seasonal specialization using online tools (conducting master classes and virtual consultations, seasonal loyalty programs, charity initiatives, promotions for special dates) is presented.

ИЗУЧЕНИЕ АСПЕКТОВ ПОТРЕБИТЕЛЬСКОЙ УДОВЛЕТВОРЁННОСТИ КАЧЕСТВОМ ОНЛАЙН-СЕРВИСОВ ЗАКАЗА ТОВАРОВ АПТЕЧНОГО АССОРТИМЕНТА

The current level of development of pharmaceutical care allows consumers to buy pharmacy products remotely. Online services that provide this service (Internet pharmacies) have gained popularity both abroad and in Russia. In order to fully analyze the quality of their activities and identify opportunities for development, it is necessary to assess the consumers' perception of such services. The objective of the study was to assess customer satisfaction and loyalty of online pharmacy ordering services, as well as the availability of such services for different socio-demographic groups. The main method of the study was a questionnaire survey conducted among 424 residents of Moscow and the Moscow region, which allowed us to assess their expectations and real perceptions in the context of a number of aspects of using online pharmacies with the subsequent identification of factors that reduce the satisfaction of respondents. The following quality criteria were evaluated: interface usability, design aesthetics, order fulfillment aspects, availability and completeness of product information, and availability of pharmaceutical counseling. In addition, the Net Promoter Score and the Customer Effort Score were measured. According to most of the proposed quality criteria, the satisfaction of residents of Moscow and the Moscow region with online services for ordering pharmacy products is high. Negative values of quality coefficients for two items require paying attention to the aspects of order fulfillment, as well as the presence of remote pharmaceutical counseling services in online pharmacies. In addition, it was found that less than half (33.7%) of respondents trust information about medicines on the websites of pharmacy product ordering services.

Beyond the Manuscript: Unraveling Author-Publisher Dynamics

Abstract In recent years, customer experience and satisfaction have become more critical than ever before. Companies focus on these two elements to retain and acquire customers in a highly competitive environment. The relationship between authors and publishers has always been complex, with dynamics deeply rooted in the social and cultural environment. At the same time, the success of their collaboration significantly impacts the local creative and sociocultural landscape. It is essential to understand the factors that determine author satisfaction and ease of collaboration, both generally and industry-specific, to support the growth and development of the book sector. This paper analyzes the collaborative dynamics between authors and publishers using the Customer Satisfaction (CSAT) and Customer Effort Score (CES) metrics based on a survey of 133 authors from various literary fields and geographic areas in Romania. The research findings provide insight into the key drivers behind authors' satisfaction and ease of collaboration with publishers. Moreover, we suggest practical recommendations from authors to publishers that can improve their collaborative processes, enhancing positive experiences for authors and potentially improving the overall quality of published works. This study's insights shall benefit authors, publishing houses, various organizations operating in the publishing field, policymakers, and regulatory bodies.

Developing Population Health Management in Ireland-Challenges and Opportunities

Abstract Population Health Management (PHM) is the concept of aggregating population data with data from multiple care and service settings, the analysis of that data into a single, actionable patient record, and using the insights gained to identify that population's specific healthcare needs and develop a tailored response to them. This is achieved through the use of data analytics, artificial intelligence, and digital technologies, by stratifying populations according to the risk of deterioration in health. This stratification allows the development of early personalised interventions with an emphasis on prevention, which are key to better outcomes. The overall aims of PHM are to improve the health and well-being of the population, and the patient experience of care, to reduce healthcare costs, to improve workforce well-being and engagement, and to address inequalities in health and care. This discussion paper will cover the core building blocks for PHN, the tools required to carry out population health needs assessment; population segmentation, and risk stratification. The development of PHM and its use internationally will be discussed together with developments and opportunities provided in the context of the Irish healthcare system. It will discuss the current status of PHM development in Ireland using a population health maturity matrix. Evidence and examples of impact will be provided and recommendations to advance its progression within the Irish healthcare system. Challenges for the future advancement of PHM include a better definition of the content of the segmentation analysis and the intervention steps, demonstration of its added value, in particular its cost-effectiveness, and aligning the rationale for action that underpins current customization efforts. Regarding programme implementation, those programmes that are well-supported, funded, and given sufficient time to develop are most likely to demonstrate impact. Key messages • Future advancement of PHM requires a better definition of the content of the segmentation analysis and the intervention steps, and demonstration of its effectiveness and cost-effectiveness. • Programmes that are well-supported, funded, and given sufficient time to develop are most likely to demonstrate impact.

Co-creation Practices and Service Outcomes: A Transformative Health Service Framework

This study investigates how the dimensions of service quality and providers’ supportive co-creation practices impact service satisfaction, which affects behavioral intentions and quality-of-life in a developing country. Customers in developing countries evaluate their co-creation efforts differently than those in developed countries. Hence, this study also explores the moderating effects of customer efforts in value co-creation activities on wellbeing enhancement. A transformative framework for healthcare services was developed using transformative service research (TSR) and value co-creation perspectives. Data collected from 421 healthcare customers were used to test the proposed model using structural equation modeling. The results indicate that timeliness, tangibles, technical quality, engagement facilitation, risk assessment, and relationship quality positively influence service satisfaction. The results also reveal that customer efforts in value co-creation activities bolster the effects of service satisfaction on behavioral intention and quality-of-life. The results offer important insights into how healthcare organizations can utilize supportive co-creation practices to enhance business and societal impacts. This study offers a transformative service framework depicting the enhancement of service outcomes through practical unification of the roles of service providers and customers in the healthcare context. Hence, this study contributes to the research agenda in TSR and, more importantly, healthcare management in developing countries.

Effects of Service Quality and Service Convenience on Customer Satisfaction and Loyalty in Self-Service Fitness Centers: Differences between Staffed and Unstaffed Services

As an emerging model, self-service fitness centers are reshaping the consumer fitness experience globally. Recognizing the pivotal role of customer loyalty in the sustainable operation and management of fitness service enterprises, this study aims to uncover the factors and mechanisms affecting loyalty in these centers. Specifically, it addresses how service quality, convenience, and customer satisfaction influence Word-of-Mouth intentions and repatronage intentions while examining the differences in these relationships under service methods with staff and without staff. Employing PLS-SEM, an empirical analysis of 552 customer questionnaires from four self-service fitness centers in China’s top-tier cities was conducted. The results underscore positive correlations among the constructs in the structural model, emphasizing the significance of enhancing service quality and reducing customer efforts in loyalty management. Notably, service convenience emerged as a crucial driver of service quality. This convenience, mediated by service quality and satisfaction, significantly promotes Word-of-Mouth intentions and repatronage intentions. Additionally, marked differences were observed in these relationships based on the presence or absence of staff. This study investigates customer loyalty in self-service fitness centers for the first time, analyzing the differences in these relationships based on service methods with or without staff offering targeted strategies for fitness centers leveraging self-service technologies.

Mobile Touchpoint and Customer Effort: Leading energy firm in Malaysia

This study aims to investigate if the mobile touchpoint and customer effort were significantly different by customer types of the leading energy provider in Malaysia. The study is essential because past literature revealed a limited study on mobile touchpoint in the energy sector. 1156 respondents were captured in this study using a stratified sampling technique. The findings showed significant differences between three mobile app’s variables and no differences with customer effort is recorded. Managers of energy firms may use the findings to strategize the mobile app services because it leads to better customer experience and facilitates customer satisfaction and loyalty.

The impact of service robots on customer satisfaction online ratings: The moderating effects of rapport and contextual review factors

AbstractRecent research has established a positive relationship between the use of service robots powered by artificial intelligence in hospitality firms and customer satisfaction online ratings, a particularly important form of electronic word of mouth. However, it is not clear if and how this relationship is augmented or diminished by moderating factors. In this study, we examined four potential moderators by using machine learning and natural language processing techniques to analyze 20,166 online reviews of hotels that had implemented service robots. We had four key findings. First, a positive service robot‐satisfaction rating relationship was further enhanced by improved customer‐service robot rapport during the service encounter. Second, higher customer effort focused on service robots in a review reduced the service robot‐satisfaction rating relationship. Third, posting reviews using a mobile device (vs. other devices) showed higher satisfaction ratings. Finally, customers' prior experience in writing online reviews was unrelated to the service robot‐satisfaction rating relationship. Taken together, these results suggest that service robots should be designed to be interactive and encourage customers to build rapport, for example, by service robots engaging in conversational flows. Moreover, customers should be nudged to use their mobile devices to post timely reviews on their positive human–robot interactions.

Online touchpoints and customer effort: A comparative study of government and local authorities, businesses, and domestic customers

Purpose: This study aims to investigate if the online touchpoints (e-mail and mobile app) of the leading energy provider in Malaysia and customer effort were significantly different by customer types, name, government and local authorities, businesses, and domestic users.
 Design/Methodology/Approach: The study uses a primary data set of 281 and 1156 respondents with experience of using e-mail and mobile apps. A stratified sampling technique was used in the current study, and data were analyzed using IBM Statistical Package of Social Science (SPSS) 27.0 for Windows. Frequency, descriptive, reliability tests, and one-way analysis of variance tests was applied to the data. 
 Findings: The findings showed significant differences between one of the variables of e-mail (service quality) and three dimensions of the mobile app (informational, functional, and design quality) with three types of customers. The results also revealed no significant differences between customer types and effort for both online touchpoints. 
 Conclusion: The findings from this study will benefit the managers or practitioners of a leading energy firm and other firms in the energy sector to strategize and utilize the online touchpoints (e-mail and mobile app) functions to serve their numerous types of customers better.
 Research Limitations/Implications: The current study only focuses on a leading energy firm with two types of online touchpoints.
 Practical Implications: The Practitioners will be able to enhance the capabilities of online touchpoints and use these tools to efficiently engage consumers and support customer experience, happiness, and loyalty.
 Contribution to Literature: The current study contributes to the body of knowledge on online touchpoints and customer effort because past literature revealed a limited study on these areas, particularly in the energy sector.

Use and value of self-management (SM) recommendations in a real-world evidence study evaluating digital patient monitoring (DPM) of patients (pts) receiving cancer care.

1603 Background: SM includes pts’ abilities and activities to manage symptoms, treatment (tx), and any problems inherent to a chronic condition. Tailored SM support is recommended in cancer care. DPM enables pts to systematically self-report disease- or tx-related symptoms, communicate directly with healthcare professionals (HCPs), and access support materials. This observational study evaluated the real-world use of the Symptom Navi Program (SNP; Bern, Switzerland) SM materials on the Kaiku Health DPM platform (Helsinki, Finland) in collaboration with F. Hoffmann-La Roche Ltd (Roche; Basel, Switzerland). Methods: Adults diagnosed with locally advanced or metastatic non-small/small cell lung cancer, or any stage HER2-positive breast cancer being treated with locally approved and reimbursed drugs with an expected tx duration of >3 months, had access to a DPM solution that provided disease- and tx-tailored modules, including SNP SM recommendations for selected mild or moderate symptoms. The co-primary endpoints were DPM adoption and adherence. Here we report secondary endpoints; the perceived clinical impact, DPM module and service experience (assessed via Customer Effort Score [CES] and Customer Satisfaction Score [CSS]), and use of DPM features such as SM recommendations, via a DPM tool questionnaire. Results: Of the 89 enrolled pts, 66 had completed the DPM tool questionnaire at Week 6 of DPM use (data cutoff: June 9, 2022). Among the educational content, the symptom feedback library was accessed most. Pts spent up to a median of 12 minutes on Roche educational or SNP SM materials. The majority of pts (45/66 [68%]) considered the symptom questionnaires to cover all/most of the symptoms they experienced; 18/66 (27%) experienced only fair/partial symptom coverage; 49% (25/51) of pts whose symptoms were not covered contacted their HCP team. 34 pts (52%) took action based on the symptom questionnaire feedback; the most common action was SM recommendations applied according to symptom level (21/66 [32%]), followed by sending a message via the platform to the care team (8/66 [12%]). Half of pts found the SNP SM recommendations helpful/very helpful and 22 pts agreed that the SNP SM recommendations almost always/sometimes supported them in delaying contacting an HCP at an emergency room. At Week 6, the CES was 80%, CSS was 71%, and 48% (32/66) of pts felt that this service improved their care. Conclusions: Pt feedback showed that SNP SM recommendations were the most used action in response to the symptom questionnaire feedback and were perceived by most to be helpful/very helpful. These results support the use of SM recommendations in pts with cancer to help them self-manage tx-related symptoms experienced; future studies are needed to further explore their impact and usefulness, and to form recommendations for routine use in clinical practice.

Job crafting and idiosyncratic deals: Recognizing and responding to employee’s customization efforts

Job crafting and idiosyncratic deals: Recognizing and responding to employee’s customization efforts

ВПЛИВ ФАКТОРІВ ПОПИТУ НА ЗАДОВОЛЕНІСТЬ ТА ЛОЯЛЬНІСТЬ СПОЖИВАЧІВ ЕКОЛОГІЧНИХ ТОВАРІВ ТА ПОСЛУГ

The study proved that the development of economic and marketing theories made it possible to substantiate the significant impact on the level of demand of factors other than price factors, namely: the number of goods, the price level of similar goods, the price level of substitute goods, the price level of related goods, the level of income consumers, consumer preferences (taking into account advertising, fashion, traditions, tastes), level of consumption (with distribution into consumer groups), consumer expectations, etc. The experience of customer interaction with environmental goods and services can be evaluated using scoring models: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Customer Satisfaction Index (CSI) and indicators of the dynamics of the loss of the customer base (Churn) and maintenance of the client base (Retention). In the context of the formation of a "green economy" and ensuring the implementation of the Millennium Development Goals, the environmental orientation of a product or service can be a key aspect of a consumer’s decision regarding a specific product or service. In addition to scoring models, it is possible to evaluate and manage the loyalty of consumers of environmental goods and services on the basis of Account Experience Models, Apostle Loyalty Model, Attitudinal Loyalty Model and Dynamic Model of Customer Loyalty). Customer satisfaction management based on the automation of customer account processing processes is a certain way to "monetize" long-term loyalty. Thanks to modern software solutions that specialized consulting firms offer businesses, opportunities are created to track the impact of loyalty indicators on income in real time. Modern studies of consumer behavior in the market of environmental goods and services provide for the selection of five main consumer segments (generation Z, millennials, baby boomers, generation X, the largest generation), which have significant differences in preferences, attitudes towards the process of purchasing goods and services, financial costs. According to the selected consumer segments, it is proposed to use artificial intelligence to model the customer’s value (Life Time Value, LTV) considering the environmental orientation of the product or service.