Your receipt is in the bag: Service and temporal effects as factors of customer engagement formation during acquisition

2021 ◽  
Vol 62 ◽  
pp. 102603
Author(s):  
David M. Harman ◽  
Michael C. Porter
Keyword(s):  
Customer Engagement ◽  
Temporal Effects

KONFIRMASI LIMA FAKTOR YANG MEMPENGARUHI KEPUASAN PESERTA PEKERJA BUKAN PENERIMA UPAH (PBPU) BPJS KESEHATAN

2019 ◽  
Vol 18 (2) ◽  
pp. 64-74
Author(s):  
Maya Fitri Nuraeni
Keyword(s):  
Customer Value ◽  
Customer Engagement ◽  
Cross Sectional ◽  
Customer Relation Management

Kepuasan pelanggan merupakan suatu pemenuhan harapan pelanggan yang dirasakan sesuai dengan ekspektasi yang diharapkan. Tujuan penelitian Mengetahui pengaruh langsung dan tidak langsung serta besaranya antara faktor Customer Relation Management (CRM), Customer Engagement, Kualitas Layanan, Trust dan Costumer value  Terhadap Kepuasan Peserta PBPU BPJS Kesehatan KC Depok Tahun 2018. Desain penelitian cross sectional. Populasi penelitian keseluruhan peserta di BPJS Kesehatan KC Depok. jumlah sampel dalam penelitian ini adalah smpel 130 peserta PBPU yang berkunjung ke KC Depok. Metode analisis menggunakan SmartPLS 2.0 dan SPSS 16. Hasil penelitian menunjukkan variabel CRM  24,58%, Customer Engagement 19,50 %. Kualitas Layanan 11,93%, Trust 14,36%,Costumer value 6,13%. pengaruh langsung CRM terhadap Customer Engagement 49,96%, CRM terhadap kualitas layanan 66,42%, CRM terhadap Trust 4,38%, CRM terhadap customer value 30,80%, Customer Engagement terhadap kualitas layanan 4,58% Customer Engagement terhadap Trust 15,21%, Customer Engagement terhadap customer value 16,77 Kualitas Layanan terhadap Trust 30,66%, Kualitas Layanan terhadap customer value 11,01%, Trust terhadap customer value 14,54%. Dengan demikian dapat ditarik kesimpulan bahwa  paling mempengaruhi Kepuasan Peserta PBPU BPJS Kesehatan KC Depok, dikarenakan CRM merupakan keseluruhan proses membangun dan memelihara hubungan peserta khususnya PBPU dengan BPJS kesehatan yang akan meminimalisir penurunan kualiatas pelayanan sehingga dapat meningkatkan pelayanan yang lebih baik. BPJS Kesehatan KC Depok diharapkan dapat memberikan pelayanan terbaik bagi npeserta sesuai dengan nilai dasar untuk tercapainya kepuasan pelanggan.

Spatiotemporal distribution of foraging in a marine predator: behavioural drivers of hotspot formation

2020 ◽  
Vol 635 ◽  
pp. 187-202
Author(s):  
T Brough ◽  
W Rayment ◽  
E Slooten ◽  
S Dawson
Keyword(s):  
Time Of Day ◽  
Spatiotemporal Distribution ◽  
Temporal Effects ◽  
Marine Predator ◽  
Marine Predators ◽  
Additive Mixed Models ◽  
Density Analysis ◽  
The Times ◽  
Passive Acoustic ◽  
Spatial Locations

Many species of marine predators display defined hotspots in their distribution, although the reasons why this happens are not well understood in some species. Understanding whether hotspots are used for certain behaviours provides insights into the importance of these areas for the predators’ ecology and population viability. In this study, we investigated the spatiotemporal distribution of foraging behaviour in Hector’s dolphin Cephalorhynchus hectori, a small, endangered species from New Zealand. Passive acoustic monitoring of foraging ‘buzzes’ was carried out at 4 hotspots and 6 lower-use, ‘reference areas’, chosen randomly based on a previous density analysis of visual sightings. The distribution of buzzes was modelled among spatial locations and on 3 temporal scales (season, time of day, tidal state) with generalised additive mixed models using 82000 h of monitoring data. Foraging rates were significantly influenced by all 3 temporal effects, with substantial variation in the importance and nature of each effect among locations. The complexity of the temporal effects on foraging is likely due to the patchy nature of prey distributions and shows how foraging is highly variable at fine scales. Foraging rates were highest at the hotspots, suggesting that feeding opportunities shape fine-scale distribution in Hector’s dolphin. Foraging can be disrupted by anthropogenic influences. Thus, information from this study can be used to manage threats to this vital behaviour in the locations and at the times where it is most prevalent.

Customer Engagement in the Process of Service Provision

2019 ◽  
Vol 3 (1) ◽  
pp. 12-23
Author(s):  
Katharina-Maria Fonferek ◽  
Michael Kleinaltenkamp ◽  
Jana Möller
Keyword(s):  
Service Provision ◽  
Customer Engagement

EMOTION, COMPENSATION AND CUSTOMER ENGAGEMENT: EVIDENCE FROM LUXURY HOTELS IN CHINA

2018 ◽  
Vol 2018 ◽  
pp. 510-517
Author(s):  
Doris Chenguang Wu ◽  
◽  
Namho Chung ◽  
Zhaohan Hua ◽  
Hee Chung Chung
Keyword(s):  
Customer Engagement ◽  
Luxury Hotels

ANTECEDENTS AND OUTCOME OF CUSTOMER ENGAGEMENT WITH THE HOTEL BRAND COMMUNITIES EMBEDDED IN FACEBOOK

2018 ◽  
pp. 1634-1635
Author(s):  
Reham Touni ◽  
◽  
Woody G. Kim ◽  
Hyung-Min Choi ◽  
Mohamed Ali
Keyword(s):  
Customer Engagement ◽  
Brand Communities

DERIVED FROM INTERACTION: DEVELOPING A CUSTOMER ENGAGEMENT MODEL IN WELLNESS TOURISM

2018 ◽  
Vol 2018 ◽  
pp. 114-114
Author(s):  
Lishan Xie ◽  
◽  
Xinhua Guan ◽  
Yingxin He ◽  
Tzung-Cheng (TC) Huan
Keyword(s):  
Customer Engagement ◽  
Wellness Tourism
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