scholarly journals EGovernment : an assessment and comparison of electronic births, deaths and marriages information and services provision between countries

2021 ◽  
Author(s):  
◽  
Louise Erena Hamill
Keyword(s):  
Customer Service ◽  
Service Provision ◽  
Print Media ◽  
Business Environment ◽  
Government Service ◽  
Service Expectations ◽  
Media Hype ◽  
And Control

<p>The extent to which countries have developed eGovernment, and the policies to implement and control the development of eGovernment, requires consideration. Whilst eGovernment exists in some form in many countries there has been little examination of its implementation and management, and how it compares between countries. This research is a contribution to the emerging eGovernment theory. There has been a proliferation in the print media of articles on the benefits and possibilities of eGovernment. Where eGovernment exists, consideration needs to be m ade of the reality as opposed to government and media hype and enthusiasm. This research examines eGovernment in a number of countries by focusing on a core government service, the agency responsible for births, deaths and marriages. Selected countries are compared and the electronic Births, Deaths and Marriages service provided by each country is related to the policies and standards they have in place for the development and control of eGovernment. Results show that eGovernment is still primarily an information medium. EGovernment, as seen through EBDM, has made little progression in terms of service provision. The development of eGovernment policy within government and the development of technology and customer service expectations in the business environment will contribute to the development of eGovernment customer service.</p>

scholarly journals EGovernment : an assessment and comparison of electronic births, deaths and marriages information and services provision between countries

2021 ◽  
Author(s):  
◽  
Louise Erena Hamill
Keyword(s):  
Customer Service ◽  
Service Provision ◽  
Print Media ◽  
Business Environment ◽  
Government Service ◽  
Service Expectations ◽  
Media Hype ◽  
And Control

<p>The extent to which countries have developed eGovernment, and the policies to implement and control the development of eGovernment, requires consideration. Whilst eGovernment exists in some form in many countries there has been little examination of its implementation and management, and how it compares between countries. This research is a contribution to the emerging eGovernment theory. There has been a proliferation in the print media of articles on the benefits and possibilities of eGovernment. Where eGovernment exists, consideration needs to be m ade of the reality as opposed to government and media hype and enthusiasm. This research examines eGovernment in a number of countries by focusing on a core government service, the agency responsible for births, deaths and marriages. Selected countries are compared and the electronic Births, Deaths and Marriages service provided by each country is related to the policies and standards they have in place for the development and control of eGovernment. Results show that eGovernment is still primarily an information medium. EGovernment, as seen through EBDM, has made little progression in terms of service provision. The development of eGovernment policy within government and the development of technology and customer service expectations in the business environment will contribute to the development of eGovernment customer service.</p>

Managing Inflexible Supply Chains

1998 ◽  
Vol 9 (2) ◽  
pp. 83-90 ◽  
Author(s):  
Gareth P. Jenkins ◽  
Derek S. Wright
Keyword(s):  
Supply Chain ◽  
Customer Service ◽  
Structural Changes ◽  
Lead Times ◽  
Chain Flexibility ◽  
Planning And Control ◽  
Supply Chain Flexibility ◽  
System Changes ◽  
Service Expectations ◽  
And Control

Logistics managers are faced with greater customer volatility, higher customer service expectations and pressure to reduce costs. If these conflicting pressures are to be reconciled, increased supply chain flexibility is vital. Enhanced flexibility is achieved through two types of changes to the supply chain: structural changes, including processes, physical resources and linkages/relationships; and, system changes, including how information is used and decisions taken. Structural changes include reducing lead‐times from suppliers, JIT manufacture, and holding stocks at customers' sites. System changes may include speeding information flow and deploying information technology to improve planning and control of the supply chain.

FINANCIAL CONTROLLING IN THE SYSTEM OF FINANCIAL MANAGEMENT

2018 ◽  
Vol 28 (1) ◽  
pp. 137-141
Author(s):  
Petya Yordanova – Dinova
Keyword(s):  
Comparative Analysis ◽  
Financial Management ◽  
Financial Stability ◽  
Business Environment ◽  
Innovative Approach ◽  
Financial Sustainability ◽  
The Common ◽  
The Difference ◽  
Effective Use ◽  
And Control

This paper explores the comparative analysis of the financial controlling, who is a result from the common controlling concept and the financial management. In the specialized literature, financial controlling is seen as an innovative approach to financial management. It is often presented as the most promising instrument of financial diagnostics. Generally speaking, financial controlling is seen as a process of managing the company`s assets which are valued in monetary measures. The difference between the financial management and the financial controlling is that the second covers all functions of management, analysis and control of finances, aiming at maximizing their effective use and increasing the value of the enterprise. Financial controlling is often seen as a function of the common practice of financial management. Its objective is to preserve the financial stability and financial sustainability of enterprises operating in a highly aggressive business environment.

scholarly journals “Impact of Training on Employees Performance” (Evidence from Pharmaceutical Companies in Karachi, Pakistan)

2015 ◽  
Vol 6 (1) ◽  
pp. 49 ◽  
Author(s):  
Uzma Hafeez ◽  
Waqar Akbar
Keyword(s):  
Customer Service ◽  
New Technologies ◽  
Employee Performance ◽  
Interpersonal Relationship ◽  
Sampling Technique ◽  
Business Environment ◽  
Team Work ◽  
Future Research ◽  
Pharmaceutical Companies ◽  
The Impact

Employees are major assets of every organization. The accomplishment of the industry depends on its employee performance. Therefore, upper management knows the significance of expense in training for the advantage of improving employee performance and also places them to get the challenges of the today’s competitive business environment. This research also aims to see the “Impact of Training on Employee Performance in Pharmaceutical Industry in Karachi Pakistan”, in which Training consider as independent whereas dependent variable ‘Employee Performance‘ having its Performance areas i.e.; demonstrating team work, communication skill, customer service, interpersonal relationship and reduced absenteeism and its Developments areas i.e.; job-satisfaction, employee motivation, new technologies, efficiencies in process and innovation in strategies as its levers. The paper presents a concise summary of the literature on the value of training in improving the performance of the employees. Four pharmaceutical companies are selected. A survey of 356 employees via self administrated questionnaire with the help of random sampling technique is conducted with the response rate of 96%. Two sets of hypothesis are developed which relate directly to the research questions. SPSS 19 is used to perform reliability, descriptive, correlation and regression analysis. The analysis shows a positive significant relationship between them and the results reveal that the more the employee gets training, the more efficient their level of performance would be. The last section of the paper concludes along with recommendation to give guidelines for future research.

How to Evaluate the Economic Value Added of Innovative Interface Technologies in a Booming Cyber Commerce Environment

2011 ◽  
Vol 467-469 ◽  
pp. 1006-1011
Author(s):  
Ming Yuan Hsieh ◽  
Chung Hsing Huang ◽  
Wen Ming Wu
Keyword(s):  
Factor Analysis ◽  
Customer Service ◽  
Economic Value ◽  
Value Added ◽  
Business Environment ◽  
Economic Value Added ◽  
Social Community ◽  
Priority Vector ◽  
Network Process ◽  
Four Levels

Beginning in the 21st century, e-business enterprises need to take vigorous tactics in facing greater challenges in a booming cyber commerce era. In today’s e-business environment, innovative interface technologies change with each passing day, customers’ (users’) satisfaction are more and more discerning, and market demands can fluctuate unpredictably. While facing constant changes in the lower-profit and high customer-service cyber commerce environment, it is important to know how to break through the current Information Technology (IT) industrial situation, maintain the enterprises’ owned advantage and continuously make a profit under a booming transition. In this research, nineteen sub-criteria are categorized into five factors (criteria) by the measurement of factor analysis. Three basic types of innovative business websites (portals, cyber commerce and social community) in an e-business environment are then evaluated by nineteen assessable criteria of five characteristics of innovation interface technology through the use of the Analytical Network Process (ANP) approach. The specific feature of the ANP model is to establish a pairwise comparative matrix and furthermore, to calculate the priority vector weights (eigenvector) of each assessable characteristic, criteria and sub-criteria. The factor analysis can utilize more measure matrix to benefit the deviation of ANP approach due to less data from expert’s opinions. Additionally, in the content, the analytical hierarchical relations are definitely expressed in four levels among each characteristic of innovative interface technology (IIT), criterion and sub-criteria. Moreover, based on the empirical analysis, the enterprises are able to choose the best potential business website with highest economic value added (EVA) through this research in order to maximize financial profits and benefits from an innovative perspective. Finally, some suggestions for managers and researchers are inductively formed to further determine the best development of innovative interface technologies in a thriving cyber commerce environment.

scholarly journals Incorporating Customer Service Expectations In The Restaurant Industry: The Guide To Survival

2012 ◽  
Vol 28 (5) ◽  
pp. 931
Author(s):  
M.C. Cant ◽  
C. Erdis
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Competitive Advantage ◽  
Customer Service ◽  
Exploratory Study ◽  
Restaurant Industry ◽  
Font Size ◽  
Research Results ◽  
Customer Expectations ◽  
Service Expectations

<span style="font-family: Times New Roman; font-size: small;"> </span><p style="margin: 0in 0.5in 0pt; text-align: justify; text-indent: 0in; mso-pagination: none;" class="MsoBodyTextIndent"><span style="font-family: Times New Roman; font-size: x-small;">With the remarkable growth and economic contributions of the services industry, companies are finding that they need to focus on service to keep up with rising customer expectations and to compete effectively. Thus excellent customer service in a restaurant has the potential of differentiating the restaurant from competing ones and could lead to creating a competitive advantage. Thus, if a restaurant becomes well known for its superior customer service, this can be used as a way of outmanoeuvring competing restaurants.<span style="mso-spacerun: yes;"> </span>This article examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder.<span style="mso-spacerun: yes;"> </span>Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation.</span></p><span style="font-family: Times New Roman; font-size: small;"> </span>

Employing proactive interaction for service failure prevention to improve customer service experiences

2017 ◽  
Vol 27 (1) ◽  
pp. 164-186 ◽  
Author(s):  
Hyunju Shin ◽  
Alexander E. Ellinger ◽  
David L. Mothersbaugh ◽  
Kristy E. Reynolds
Keyword(s):  
Customer Service ◽  
Service Provision ◽  
Service Providers ◽  
Service Failure ◽  
Marketing Research ◽  
Theory And Practice ◽  
Future Research ◽  
Content Type ◽  
Failure Prevention ◽  
Patronage Behavior

Purpose Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place. Building on previous studies that assess the efficacy of implementing proactive interaction in service provision contexts, the purpose of this paper is to compare the influences of proactive interaction to prevent service failure and reactive interaction to correct service failure on customer emotion and patronage behavior. Since proactive interaction for service failure prevention is a relatively underexplored and resource-intensive approach, the authors also assess the moderating influences of customer and firm-related characteristics. Design/methodology/approach The study hypotheses are tested with survey data from two scenario-based experiments conducted in a retail setting. Findings The findings reveal that customers prefer service providers that take the initiative to get to them before they have to initiate contact for themselves. The findings also identify the moderating influences of relationship quality, situational involvement, and contact person status and motive. Originality/value The research contributes to the development of service provision theory and practice by expanding on previous studies which report that proactive efforts to prepare customers for the adverse effects of service failure are favorably received. The results also shed light on moderating factors that may further inform the exploitation of resource-intensive proactive interaction for service failure prevention. An agenda is proposed to stimulate future research on proactive customer interaction to prevent service failure in service provision contexts.

Brand Prestige and the Mediating Role of Word of Mouth in the Fast Food Industry

2018 ◽  
Vol 19 (6) ◽  
pp. 1494-1514 ◽  
Author(s):  
Jalal Rajeh Hanaysha ◽  
Richard Jan Pech
Keyword(s):  
Customer Service ◽  
Food Quality ◽  
Physical Environment ◽  
Fast Food ◽  
Word Of Mouth ◽  
Business Environment ◽  
Mediating Effect ◽  
Price Fairness ◽  
Positive Effects ◽  
Brand Prestige

The highly competitive business environment forces firms to differentiate themselves among their competitors in order to ensure their long-term survival and success. Therefore, building a strong brand has become a key priority for many successful firms. This article examines the effect of physical environment, food quality, price fairness and customer service on brand prestige in the restaurant industry. It also aims to provide a significant contribution to existing literature by examining the mediating effect of word of mouth (WOM) between the stated factors and brand prestige. The data in this study were collected using a survey instrument from customers at several international fast-food restaurant brands on the east coast of Malaysia. The collected data were analysed with SPSS using structural equation modelling (SEM). The findings indicated that physical environment, food quality and customer service have significant positive effects on brand prestige, but the effect of price fairness on brand prestige is insignificant. The outcomes also revealed that price fairness, physical environment and customer service have significant positive effects on WOM, whereas customer service is not significantly related to WOM. Finally, the findings reveal that WOM mediates the relationships between all of the stated factors and brand prestige.

EDI Adoption and Implementation: An Examination of Perceived Operational and Strategic Benefits, and Controls

2000 ◽  
Vol 14 (1) ◽  
pp. 37-52 ◽  
Author(s):  
Ram S. Sriram ◽  
Vairam Arunachalam ◽  
Daniel M. Ivancevich
Keyword(s):  
Customer Service ◽  
Organizational Factors ◽  
Electronic Data Interchange ◽  
Management Support ◽  
Adoption And Implementation ◽  
Data Interchange ◽  
Long Time ◽  
Trading Activities ◽  
And Control

In recent years, Electronic Data Interchange (EDI) has revolutionized the way in which businesses conduct their trading activities. Even though the popularity and potential attached to EDI is growing rapidly, knowledge regarding the nature of EDI benefits and EDI control practices is very limited. This paper reports the results of a survey of EDI users that explores these key implementation issues. This study focuses on organizational factors that are associated with EDI adoption and implementation. Findings indicate that organizations experience both operational and strategic benefits from EDI. Customer-initiated EDI users recognized slightly greater EDI strategic benefits than did other users. Also, long-time users recognized both strategic and operational benefits in greater proportions than did more recent users, and smaller firms more often cited better customer service and convenience (as strategic and operational benefits, respectively) from implementing EDI. An examination of control practices revealed that while some basic procedures such as passwords and logs are widely used, the overall EDI control structure is typically weak. The role of management support and awareness and the implications for the management and control of EDI are also discussed.

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