scholarly journals MANAGEMENT OF CUSTOMER VALUE TRAJECTORY СREATION IN SERVICE PROCESS

2021 ◽  
Vol 49 (2) ◽  
pp. 3-14
Author(s):  
Bakalinsky O. ◽  
Keyword(s):  
Customer Service ◽  
Service Provider ◽  
Public Transport ◽  
Customer Value ◽  
Service Process ◽  
Service Value ◽  
Managerial Decisions ◽  
Passenger Transportation ◽  
Passenger Satisfaction ◽  
The Difference

The aim of the study – development and testing of marketing tools that allow to analyze the trajectory of creation of clients attitude to the service, the results of its application are clear and understandable to the management of the service provider, and the conclusions from analysis of trajectory are more fully than known approaches can rationalize the management of elements of customer service value. Methods – passenger survey, measuring the consumer value of trips by public transport based on Likert scale, measuring the level of passenger satisfaction with public transport service based on semantic differential, development of cascade charts of trajectory of customer value of passenger transportation service. Results. When interacting with the market, rational management of the customer service value is an important factor of goals achieving by service provider. Customer service value is the client’s feeling of the difference between the benefits and the sacrifices gained in the process and the outcome of the service. To improve service, the provider usually measures the client’s perception of the service process at its some control points and (or) by specific elements of its customer value. Measurements of custormer service value are made in the form of client’s attitude using various ordinal scales. At this case the client’s attitude is a static indicator. The service provider often has no idea about the path of client’s consciousness changed before measuring the customer service value. But the final measured level of customer service value depends on trajectory of forming the clien’s attitude, so this information should be useful to manager. It can contribute to the further rationalization of managerial decisions aimed to improve the service. Based an example of public passenger transportation in city Kyiv shows how manager can uses the waterfall chart of customer value formation at managerial decisions to improve service.

scholarly journals Factors Affecting Service Innovation, Customer Value toward Customer Satisfaction: Case on Health Care Industry

2019 ◽  
Vol 64 ◽  
pp. 213-222
Author(s):  
Yuzhou LUO ◽  
Wei WANG ◽  
Wou SAKURA
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Value ◽  
Product Life Cycle ◽  
Service Innovation ◽  
Health Care Industry ◽  
Service Value ◽  
Care Industry ◽  
Positive Correlations

The fierce competition among industries and the rapid environment changes have health care companies not only face the competitive prices of products but also bear the pressure of shortening product life cycle. Looking back the barter time before, there was not customer service. With the time and space changes, customer service is constantly enhanced along with the economic development. In the service era, a business should complete the service value from the aspect of customer to achieve the goal of customer satisfaction, actively understand customers’ real needs, and provide products and services required for customers in order to create higher service value for customers. Taking the employees of health care industry in Shanghai City as the research object, questionnaire survey is used for collecting relevant data. With statistical analyses, the following research conclusions are summarized: (1) Service innovation shows significantly positive correlations with customer value; (2) Customer value reveals remarkably positive correlations with customer satisfaction; (3) Service innovation reveals notably positive correlations with customer satisfaction. Reference for health care industry making operation policies is provided in this study. By strengthening customer value and customer satisfaction, it is expected to enhance customer loyalty and create the niche for the sustainable management of health care industry.

scholarly journals Persamaan Struktur Loyalty Modelling Pengguna Public Transport Railway MRT- SBK Greaters Kuala Lumpur Malaysia

2020 ◽  
Vol 20 (3) ◽  
pp. 895
Author(s):  
Amsori M Das
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Structural Equation ◽  
Structural Model ◽  
Influential Factor ◽  
Kuala Lumpur ◽  
Service Value ◽  
Positive Effects ◽  
Passenger Satisfaction ◽  
Willingness To Use

In the context of transportation, the passenger loyalty is a measurement of the level of passenger’s willingness to use a similar public transport. The goal of this study is to examines and identifies factors that influencing passenger loyalty. Three factors such as satisfaction, service value, services quality was predicted as an influential factor towards passengers’ loyalty. The Mass Rapid Transit (MRT) for Sungai Buloh to Kajang (SBK) line in Kuala Lumpur conurbation was used as a case study and 555 respondents have contributed to this study. Structural equation modelling (SEM) was used to investigate the relationship between service quality, service value, passenger satisfaction and passenger loyalty. Satisfaction has the most significant influence on passenger loyalty. Service value has direct and positive effects on passenger loyalty. This study also found the service quality has significant indirect effect on the passenger loyalty via service value and passenger satisfaction.The structural model for investigating the loyalty of MRT-SBK users to this service has been analysed and tested using the service quality, satisfaction and quality value showed 75% positive change for all variables. These models recorded average errors and absolute index evaluation in accepted criteria of ≤ 0.09 and ≥ 0.94 respectively. The study reveals that MRT-SBK passengers’ loyalty is significantly influenced by service attributes, such as vehicle safety, convenience, punctuality, comfort, cleanliness of the facility provided. This study helps MRT service provider to optimize resource to enhance user’s satisfaction and therefore, increase the passenger loyalty

scholarly journals Managing knowledge to create customer service value

2016 ◽  
Vol 26 (4) ◽  
pp. 471-496 ◽  
Author(s):  
Silvia Martelo-Landroguez ◽  
David Martin-Ruiz
Keyword(s):  
Customer Service ◽  
Customer Value ◽  
Least Squares Method ◽  
Single Point ◽  
Knowledge Retention ◽  
Service Industries ◽  
Service Firms ◽  
Content Type ◽  
Service Value ◽  
Partial Least Squares Method

Purpose – The purpose of this paper is to contribute to the services management literature by identifying a sequence of the different processes of knowledge management (KM) to create customer service value. Design/methodology/approach – The context for the research hypotheses is the Spanish banking industry. The authors conducted a study including 76 banks and 1,832 customers of these banks. This paper uses the partial least squares method to conduct the data analysis. Findings – The authors find support for all the hypotheses proposed in the model. The results show that service firms that are able to apply more knowledge or apply knowledge more effectively are likely to generate more benefits for their customers, and/or reduce their sacrifices, contributing significantly to a higher perception of service value. Research limitations/implications – The study focusses on one particular industry in a single point in time. A longitudinal analysis of a variety of service industries would enrich the study. Practical implications – It is argued that KM constitutes a key capability for service firms for the delivery of service value. According to the research, if service firms want to improve the application of knowledge, it is important to focus on knowledge retention while they create new knowledge. Originality/value – Although a considerable amount of research has been carried out in the fields of KM and customer value, there has been less research that has taken both into consideration simultaneously. This paper addresses this gap in the literature.

scholarly journals Literature Review of Customer Service Value and Building Customer Value Model under the Internet Service Situation

2016 ◽  
Vol 9 (4) ◽  
pp. 118
Author(s):  
Xin Wang ◽  
Ming Xu
Keyword(s):  
Customer Service ◽  
Customer Value ◽  
Literature Analysis ◽  
Internet Service ◽  
Value Analysis ◽  
Service Value ◽  
Development History ◽  
Stage Division ◽  
New Research ◽  
Value Model

<p>The paper summarizes the study of customer service value at home and abroad, including the connotation of customer service value, analysis of the development history and research content, stage division. Through literature analysis, find out the new research hotspot. On the basis of previous research, the paper build customer value model under the situation of Internet service. In order to carry out further research in academic circles of our country to provide reference and reflection.</p>

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

The concepts and features of the models of venture investment of energy-oriented startups

2019 ◽  
pp. 74-78
Author(s):  
Oleh Pankiv
Keyword(s):  
Power Plants ◽  
Public Procurement ◽  
Financial Resources ◽  
Managerial Decisions ◽  
Potential Formation ◽  
The Difference ◽  
Alternative Sources ◽  
Methodological Principles ◽  
Profile Characteristics ◽  
Start Ups

The theoretical and methodological principles of promising managerial decisions concerning the efficiency of attracting financial resources, as well as creation of fundamentally new sources of funding for the development of energy-oriented start-ups are considered. The role and place of the sectors of innovative energy saving and alternative sources of power supply in a complex system of energy independence of the country are determined. The way and the main directions of research and development of the ways to solve the aforementioned problem are outlined. As part of the search for optimization solutions, it is suggested to use the principles of the existing statistical and mathematical apparatus, marketing achievements and achievements in network development that take place in gaming business. An analogue comparison of the principal models was carried out, during which the existing types of energy-oriented start-ups were determined and presented. A separate direction in the economic search is proposed, and its profile characteristics are outlined. The type of model is typical for Ukrainian conditions. The author proposed a method of comparing strategies for attracting financial resources into a gaming business in the core of the research. To solve the investigated problem, it is proposed to apply the property of the law of the emergence. The analysis is based on a concrete example of the functioning of the tender procedure, namely the organization of public procurement. The purpose of the article is to consider and analyze the author's proposal to focus on such an important phenomenon as the constant creation of the difference between the expected price and the final contractual price. The model of the solution is based on the systematic combination of this phenomenon and the administrative stimulation of implementation of exclusively energy-innovation projects. The combination of these two points is the basis of an optimization policy for the potential formation and maintenance of a state program to search and stimulate the sources of funding for power plants.

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