Challenging the "integration imperative": A customer perspective on omnichannel journeys

2022 ◽  
Vol 64 ◽  
pp. 102829
Author(s):  
Isadora Gasparin ◽  
Ekaterina Panina ◽  
Larissa Becker ◽  
Mika Yrjölä ◽  
Elina Jaakkola ◽  
...  
Keyword(s):  
Customer Perspective

Analisis Pengukuran Kinerja Perusahaan Dengan Konsep Balanced Scorecard

2016 ◽  
Vol 3 (1) ◽  
pp. 11-22
Author(s):  
Dina Fitrianingrum ◽  
Sulastiningsih Sulastiningsih
Keyword(s):  
Customer Satisfaction ◽  
Organizational Development ◽  
Business Process ◽  
Balanced Scorecard ◽  
Research Use ◽  
Financial Perspective ◽  
Employees Satisfaction ◽  
Customer Perspective ◽  
Process Perspective ◽  
Internal Business Process

The objective of the research is to evaluate performance of Madubaru firm. This research use the methode of Balanced Scorecard which balancing measurement of non finance performance and finance performance. In the perspective learning and growth emphasize on the education and employees training, and also employees satisfaction. In the perspective of internal business process, it emphasize at the the level of success and organizational development. In perspective of customer emphasize at the customer satisfaction. In perspective of finance can see from finance ratio. The research have result learning and growth perspective with good performance, internal business process perspective with very good performance, customer perspective with enough performance, financial perspective estimation with good performance. At general we can assesd performanced of Madubaru firm is good and expected to be improved again. Keyword : Balanced Scorecard, Learning and Growth Perspective, Internal Business Process Perspective, Customer Perspective, Financial Perspective.

Internet marketing research in hospitality and tourism: a review and journal preferences

2015 ◽  
Vol 27 (7) ◽  
pp. 1556-1572 ◽  
Author(s):  
Xi Yu Leung ◽  
Lan Xue ◽  
Billy Bai
Keyword(s):  
Literature Review ◽  
Correspondence Analysis ◽  
Marketing Research ◽  
Internet Marketing ◽  
Future Research ◽  
Research Topics ◽  
Content Type ◽  
Customer Perspective ◽  
Hospitality And Tourism ◽  
Hospitality Managers

Purpose – The purpose of this study is to provide a progress review of published Internet marketing research within the top eight hospitality and tourism journals and to provide suggestions on future research directions. Design/methodology/approach – The study collected 331 Internet marketing-related articles published in the top eight hospitality and tourism journals during the period of 1996-2013. Using content analysis, the study analyzed and discussed research topics, research methods and industry sectors of selected articles. The study period was broken into three sub-periods and used correspondence analysis (CA) to examine the significant changes of topical areas over time. A follow-up CA was conducted to compare the topical and methodological preferences of the selected eight journals. Findings – In all, 5-category and 27-subcategory classifications of research topics were identified in the study. The two-dimensional perceptual map indicates that Internet marketing research in the hospitality and tourism fields experienced introduction, growth and maturity stages. The research focus changed from business perspective to customer perspective and then to both business and customer perspectives. The eight top hospitality and tourism journals were grouped into four journal sets that share similar article characteristics and preferences. Research limitations/implications – Due to the sample size, the classifications and trends generated in this study may not be generalized to all Internet marketing research in hospitality and tourism disciplines. The process of identifying topic and method categories might be biased, especially in identifying new topics. Future research may apply CA method in literature review studies on other research topics. Practical implications – The study analyzed published research in Internet marketing in the hospitality and tourism fields and provided topical and methodological recommendations to academia for future research. This study may also give hospitality managers new insights into Internet marketing applications in the industry. Originality/value – This study is one of the few attempts to provide a comprehensive review of Internet marketing research in the hospitality and tourism fields. This study uses CA in literature review study, opening up a new way to easily analyze and visually display the literature trends. This study also creatively compared the publication preferences among eight top-tier hospitality and tourism journals using correspondence analysis.

Service quality, loyalty, and co-creation behaviour: a customer perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rafael P. Albuquerque ◽  
João J. Ferreira
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Positive Impact ◽  
Current Knowledge ◽  
Quantitative Methodology ◽  
Content Type ◽  
Customer Perspective ◽  
The Subject ◽  
Customers Perspective

Purpose This paper aims to verify co-creation behavior and understand a relationship between perception of service quality, loyalty and co-creation, from Starbucks customers' perspective. Design/methodology/approach A quantitative methodology was carried out, operationalized by applying a questionnaire to a sample of 385 respondents. Findings The results showed that service quality has a positive impact on loyalty and co-creation behavior in all its aspects; loyalty can be considered an important attribute in the intention of co-creation by customers. Originality/value This research extends the current knowledge on the subject and examines the associations between other attributes discussed. The implications of the study suggest strategic directions for using the clients' co-creation as a competitive alternative and generating value.

scholarly journals Employee Performance Measurements at ‘Aisyiyah Klaten Hospital using the Human Resources Scorecard approach

2021 ◽  
Vol 16 (1) ◽  
pp. 47-54
Author(s):  
Siti Kundariyah ◽  
Heru Kurnianto Tjahjono ◽  
Qurratul Aini ◽  
Winny Setyonugroho
Keyword(s):  
Human Resources ◽  
Human Resource Management ◽  
Human Resource ◽  
Business Process ◽  
Performance Indicators ◽  
Employee Performance ◽  
Financial Perspective ◽  
Customer Perspective ◽  
Process Perspective ◽  
Internal Business Process

Background: The rapid development of health services is a challenge for hospitals in facing the increasingly open and accessible competition. Good human resource management is needed to increase the productivity of an organization. One of the strategies to increase productivity and improve human resource management is to use an integrated and comprehensive employee performance measurement. This research measured employee performance using the Human Resources Scorecard (HRSC) approach based on several conditions. HRSC is a Balanced Scorecard with a Human Resources (HR) approach where Key Performance Indicators (KPI) are based on 4 (four) perspectives: Financial Perspective, Customer Perspective, Internal Business Process Perspective, and Learning and Growth Perspective. Method: This study used a quantitative approach with a cross-sectional survey research design. Data collection methods included questionnaires, document review, and Consensus Decision Making Group (CDMG). The research population was 256 employees of the ‘Aisyiyah Hospital Klaten.  Samples were determined using non-probability sampling technique with a purposive sampling method of 100 respondents. Results: The results showed that overall employee performance was good, with a score of 4.03. Based on Key Performance Indicators for each perspective, the internal business process perspective of employee performance was very good, with a score of 1.24. The financial perspective of employee performance was good with a score of 0.8, while the customer perspective of employee performance was good, with a score of 1.19. Finally, the learning and growth perspective of employee performance was good, with a score of 0.8. Conclusion: With the HRSC approach, the overall performance results of the ‘Aisyiyah Klaten Hospital employees were good.

scholarly journals Evolving Scenario In Indian Blood Transfusion Industry: Need for a Study on Re Look at Customer Perceptions and Marketing Strategies

2020 ◽  
Vol 11 (3) ◽  
pp. 3752-3760
Author(s):  
Rejeesh G R ◽  
Ramanakumar K P V ◽  
Manojkrishnan C G
Keyword(s):  
Blood Transfusion ◽  
New Technologies ◽  
Secondary Data ◽  
Marketing Strategies ◽  
Point Of View ◽  
Blood Collection ◽  
Customer Perceptions ◽  
Customer Perspective ◽  
Promotional Strategies ◽  
Buying Behaviour

The purpose of the study is to assess the rapid strides that Blood Transfusion in India is going through currently. The resultant impact on the Industry catering to this sector, and the need for a re-look at the Marketing Strategies under the resulting customer perceptions. The study proposes to reassess these new market influencing factors from a customer perspective, their reach on the buying behaviour from the present, the potential impact on the industry stakeholders to their current marketing & promotional strategies and propose an alternate marketing strategy (if required ) for the new market order. The object of this study was the data on blood collection and related industry post-2012 to date. The blood collection figures and the relevant industry, secondary data were assessed as were the various mergers and acquisitions that happened during the period and the new entrants into the market. The recent amendments in the Drugs & Cosmetics Act of 1940 which govern the Blood Transfusion in India were looked at as well. The resulting assessment is that there is a paradigm shift in the blood transfusion industry in India. There needs to be a reassessment as to the requirements of the benefits from a patient point of view, from a blood centre (customer point of view) and a realtime re-look at the current ways and methods to take the new technologies to the customer most efficiently and affordably.

scholarly journals MARKETING OF GREEN PRODUCTS- CUSTOMER PERSPECTIVE

2021 ◽  
pp. 4-6
Author(s):  
M. Renuka Devi ◽  
G. A. HEMA
Keyword(s):  
Environmental Impact ◽  
Human Health ◽  
Climatic Condition ◽  
Toxic Elements ◽  
Green Marketing ◽  
Organic Fertilizers ◽  
Green Product ◽  
Value Proposition ◽  
Green Products ◽  
Customer Perspective

A green product as one that has less of an environmental impact or is less detrimental to human health that the traditional product equivalent. Now-a-days, peoples are becoming more conscious about health and environment. Green products will be produced by using organic fertilizers, without using any pesticides, insecticides, any inorganic fertilizers, or toxic elements. So, the demand for such products has doubled when compared to the last ten years. The changing climatic condition is not just a talk but has become an international concern. This awareness is greatly affecting consumer's purchasing decision. Even marketers are taking measures to minimize the production of harmful wastes. In the present scenario, brands producing green products use green marketing to communicate their value proposition to the market. Green products will be healthier in nature and safe to use.In this present study, to make a research on green products marketing among the consumers and their perspective.

scholarly journals ANALISIS KINERJA MANAJEMEN BERDASARKAN BALANCED SCORECARD

2017 ◽  
Vol 15 (1) ◽  
pp. 45
Author(s):  
Jumingan Jumingan
Keyword(s):  
Business Process ◽  
Balanced Scorecard ◽  
Employee Productivity ◽  
Business Growth ◽  
Production Time ◽  
Financial Perspective ◽  
Customer Perspective ◽  
Process Perspective ◽  
Internal Business Process

<p><em>The purpose of the research was to help CV. Angkasa manager in measuring business growth level and increasing capability and also commitment personal, The</em><em>y</em><em> were expected could increase employee pr</em><em>o</em><em>ductivity and make production time more efficient so that able to increase service quality to customer.</em></p><p><em>The research is case study was applied on CV. Angkasa, Using descriptive methodology. Variables in this research using forth perspective in Balanced Scorecard are financial perspective, customer perspective, internal business process perspective, learning and growth perspective .</em></p><p><em>The results showed (1) financial on CV. Angkasa was good, (2) most of customer’s were satisfied on its product’s even</em><em> </em><em>though there were complaint of delay product’s distribution (3) ineff</em><em>ic</em><em>ien</em><em>c</em><em>y production time was reason of delay product’s distribution occurred (4) lower employee ethos was caused by lower company attention which had on impact to relationship between employee and manager that will affect employee productivity.</em></p>

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