Gamification Impact on Customer Relationship Development in Virtual Environment

2015 ◽  
pp. 108-128
Author(s):  
Rimantas Gatautis ◽  
Audrone Medziausiene
Keyword(s):  
Virtual Environment ◽  
Customer Relations ◽  
Perceived Value ◽  
Customer Relationship ◽  
Empirical Validation ◽  
Development Stages ◽  
Game Mechanics ◽  
Proposed Model ◽  
Main Component ◽  
Game Elements

The chapter analyzes gamification conception presenting different perspective towards gamification. Game elements, game mechanics and game dynamics are discussed within the chapter as a main component gamification. Customer relations development stages are presented analyzing acquisition, retention and enchantment stages. The proposed conceptual model describes game elements impact on customer relations development and perceived value. The proposed model empirical validation results in Lithuania market are discussed.

Benefits of Customer Relationship Management on Customer Satisfaction

2017 ◽  
pp. 272-293 ◽  
Author(s):  
Nastaran Mohammadhossein ◽  
Mohammad Nazir Ahmad ◽  
Nor Hidayati Zakaria
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Segmentation ◽  
Customer Relationship ◽  
Integration Time ◽  
Time Saving ◽  
Marketing Performance ◽  
Personalized Services ◽  
Proposed Model

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through data collected from a survey of 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction towards marketing companies. Personalized services, responsiveness to customers' needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction and significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers, and the relationships of these benefits with their satisfaction in the proposed model.

Teaching Case of Gamification and Visual Technologies for Education

2018 ◽  
pp. 205-226 ◽  
Author(s):  
Sergi Villagrasa ◽  
David Fonseca-Escudero ◽  
Ernest Redondo ◽  
Jaume Duran
Keyword(s):  
Learning Process ◽  
Collaborative Work ◽  
Learning By Doing ◽  
Management Tool ◽  
Technology In Education ◽  
Game Mechanics ◽  
Major Increase ◽  
Game Elements ◽  
Visual Technologies

This paper describes the use of gamification and visual technologies in a classroom for higher education, specifically for university students. The goal is to achieve a major increase in student motivation and engagement through the use of various technologies and learning methodologies based on game mechanics called gamification. Gamification is used to engage students in the learning process. This study adds learning methodologies like Learning by Doing to students' collaborative work, and mixes teacher support with new, accessible technology, such as virtual reality and visualization 3D on the web thanks to webGL. This creates a new management tool, called GLABS, to assist in the gamification of the classroom. Understanding the role of gamification and the technology in education means understanding under what circumstances game elements can drive a student's learning behavior so that he or she may achieve better results in the learning process.

Improving Customer Relations through E-Commerce

2010 ◽  
pp. 688-693
Author(s):  
Alexander O. Rodriguez ◽  
Dorothy G. Dologite ◽  
Robert J. Mockler ◽  
Marc E. Gartenfeld
Keyword(s):  
Customer Relations ◽  
Electronic Data Interchange ◽  
Customer Relationship ◽  
Customer Base ◽  
Business Applications ◽  
Technological Advances ◽  
Data Interchange ◽  
Loyal Customer ◽  
New Business ◽  
Extensible Markup

Technological advances have been encountered by managers continually over the years. electronic data interchange system (EDI), extensible markup language (XML), e-mail, the Internet, and e-commerce are just a few that have contributed to the proliferation of new business applications in companies. This article focuses on customer relationship management (CRM) e-commerce applications. Customer relations are an important aspect of the success of any business. By strengthening relationships with customers, a company ultimately can gain a more loyal customer base, further strengthen its brand recognition, and help customers distinguish a company’s product from those of the competition.

A Cloud Computing-Based Model of E-Commerce Adoption for Developing Countries

2021 ◽  
pp. 300-318
Author(s):  
Ghada Refaat El Said
Keyword(s):  
Cloud Computing ◽  
Developing Countries ◽  
Developing Country ◽  
Credit Card ◽  
Service Providers ◽  
Low Cost ◽  
Delivery Systems ◽  
Empirical Validation ◽  
Telecommunications Infrastructure ◽  
Proposed Model

While e-commerce can contribute significantly to the economies of developing countries, challenges may include a lack of telecommunications infrastructure, low Internet and credit card penetration, lack of skilled professionals and insufficient delivery systems. Cloud computing offers a solution to most of these challenges, providing access to a low-cost, reliable and flexible internet-based infrastructure. However, there is little empirical validation of the adoption of cloud computing in e-commerce; to bridge that gap, the present study proposes a cloud-based model of e-commerce adoption. Based on a survey of leaders of 175 small, medium, and large ICT firms in Egypt, a developing country where e-commerce is expected to boom in the coming years, the proposed model empirically validates organizational, technical and contextual factors that would make e-commerce adoption more effective for business, governments and service providers.

A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction

2015 ◽  
pp. 1268-1287
Author(s):  
Nastaran Mohammadhossein ◽  
Mohammad Nazir Ahmad ◽  
Nor Hidayati Zakaria ◽  
Shidrokh Goudarzi
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Segmentation ◽  
Customer Relationship ◽  
Integration Time ◽  
Time Saving ◽  
Marketing Performance ◽  
Proposed Model ◽  
Positive Effect

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction in order to significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers and the relationships of these benefits with their satisfaction in the proposed model.

Game Aspects in Collaborative Navigation of Blind Travelers

2016 ◽  
pp. 497-523
Author(s):  
Jan Balata ◽  
Zdenek Mikovec ◽  
Pavel Slavik ◽  
Miroslav Macik
Keyword(s):  
Quality Of Life ◽  
User Interface ◽  
Navigation System ◽  
Visually Impaired ◽  
Self Confidence ◽  
Game Mechanics ◽  
Impaired Person ◽  
Game Elements ◽  
Visually Impaired Persons

This chapter shows how elements of gamification, i.e. game thinking and game mechanics, can be integrated into a collaborative navigation system for visually impaired persons in order encourage them to travel independently and thus improve their quality of life and self-confidence. The system supports independent navigation in unknown places by mediating help from another visually impaired person, who is familiar with the particular place. Our system utilizes a thermal user interface to introduce an additional communication channel and thus to increase the usability of the system. The system has been successfully enhanced by game elements and illustrates the potential of introducing game elements into these systems.

Using Physics Inspired Wave Agents in a Virtual Environment

2017 ◽  
Vol 5 (2) ◽  
pp. 15-28
Author(s):  
Baudouin Dafflon ◽  
Maxime Guériau ◽  
Franck Gechter
Keyword(s):  
Virtual Environment ◽  
Operational Cost ◽  
First Order ◽  
Model Based ◽  
Interference Fringes ◽  
Proposed Model ◽  
Wave Generator ◽  
Multi Agent ◽  
Distance Regulation ◽  
Longitudinal Distance

The monitoring and the surveillance of industrial and agricultural sites have become first order tasks mainly for security or the safety reasons. The main issues of this activity is tied to the size of the sites and to their accessibility. Thus, it seems nowadays relevant to tackle with this problem with robots, which can detect potential issues with a low operational cost. To that purpose, in addition to individual patrolling behavior, robots need coordination schemes. The goal of this paper is to explore the possibility of using interference fringes and waves properties in a virtual environment to tackle with the longitudinal distance regulation in the platoon control issue. The proposed model, based on a multi-agent paradigm, is considering each vehicle as an agent wave generator in the virtual environment.

scholarly journals The Use of Gamification in Gastronomic Questionnaires

2020 ◽  
Vol 14 (02) ◽  
pp. 101
Author(s):  
David Prott ◽  
Martin Ebner
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Completion Time ◽  
Entrepreneurial Activity ◽  
Online Questionnaire ◽  
Customer Needs ◽  
Customer Preferences ◽  
Game Mechanics ◽  
Open Questions ◽  
Game Elements

Obtaining customer opinions and customer wishes is increasingly becoming an important part of any entrepreneurial activity for determining customer satisfaction and, subsequently, optimizing products and services as well as strengthen customer loyalty. In catering, there are several ways to capture the guest’s satisfaction or dissatisfaction, as well as customer preferences and customer needs across different channels. One way to obtain a customer’s opinion is to provide a digital online questionnaire. Unfortunately, the participa-tion of guests in such surveys is usually low. In addition, many online question-naires are aborted prematurely, and questions which require an individual text answer are often left unanswered. Gamification is a process to use game ele-ments, game techniques and game mechanics from games in a different context in order to motivate and force people to do certain activities. This paper dis-cusses whether the use of game elements in an existing gastronomical online questionnaire enhances the engagement of users and whether customer satisfac-tion remains the same. Based on an existing gastronomical online questionnaire from the company ITELL.SOLUTIONS GmbH a gamified questionnaire vari-ant has been developed. Game elements such as points, badges, avatar, story, progress bar and instant feedback have been included. The investigation showed that the use of gamification in questionnaires on open questions did not worsen the involvement of users. The customer satisfac-tion remained unchanged by the embedding of game elements too. Users of the expanded game questionnaire tended to give more precise and longer answers. The completion time also slightly increased for the gamified questionnaire. A direct comparison between the two variants of the questionnaire, showed that users preferred the design of the gamified questionnaire.

Social customer relationship management factors and business benefits

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sheshadri Chatterjee ◽  
Ranjan Chaudhuri ◽  
Demetris Vrontis ◽  
Alkis Thrassou ◽  
Soumya Kanti Ghosh ◽  
...  
Keyword(s):  
Customer Relationship Management ◽  
Positive Impact ◽  
Empirical Studies ◽  
Relationship Management ◽  
Customer Relationship ◽  
Content Type ◽  
Factors Affecting ◽  
Leadership Support ◽  
Proposed Model ◽  
Actual Use

Purpose This study aims to identify the business benefit of and factors affecting the use of social customer relationship management (SCRM) in Indian organizations. Design/methodology/approach Building on theoretical foundations, a conceptual model of factors affecting SCRM in Indian organizations is developed and empirically tested through a survey and corresponding analysis using SPSS and AMOS software. Findings The study presents empirical evidence that technological competence, environmental characteristics and organizational environment positively impact the actual use of SCRM on Indian organizations. Additionally, leadership support of organizations impacts positively the actual use of SCRM in organizations, while the trust factor insignificantly impacts the latter. The actual use of SCRM in organizations was found to have a positive impact on their business benefits. Research limitations/implications The theoretical model is built on the constructs of the technology, environment and organizational framework. It has added new factors, such as leadership support and trust, and thereby identified the business benefits of organizations using SCRM mediating through the organizations’ actual use of SCRM. The proposed model is simple, implementable and has a high explanative power of 81 per cent. Practical implications The study provides practitioners with evidence and practicable knowledge regarding the means and impact/benefits of SCRM use in Indian organizations. Originality/value The study is one of few empirical studies on the topic and contributes valuable knowledge to extant works through additional factors, theoretical conceptualization and empirical scientific findings of both scholarly and executive worth.

An in-app purchase framework for location-based AR games: the case of Pokémon Go

2019 ◽  
Vol 38 (3) ◽  
pp. 638-653 ◽  
Author(s):  
Kuo-Lun Hsiao ◽  
Miltiadis D. Lytras ◽  
Chia-Chen Chen
Keyword(s):  
Purchase Intention ◽  
Explanatory Power ◽  
Perceived Value ◽  
Social Self ◽  
Online Questionnaire ◽  
Content Type ◽  
Proposed Model ◽  
Pokémon Go ◽  
Value Flow ◽  
Game Developers

Purpose Although location-based augmented reality (AR) games are popular in recent years, the motivation of in-app purchases still needs further investigation. The purpose of this paper is to investigate the antecedents of the intention to make a purchase in location-based AR games. Design/methodology/approach This research develops a conceptual model and hypotheses based on the theory of perceived values and satisfaction to investigate the antecedents. An online questionnaire was developed and distributed on popular websites to collect data, and 662 usable responses were collected from the players of Pokémon Go in Taiwan. Findings In total, 22 hypotheses were validated by using partial least squares techniques. Among the antecedents of in-app purchases intention in the model, the perceived value and satisfaction were found to have strong direct effects. The antecedents of the perceived value (flow, design aesthetic, social self-expression and good price) have direct influences on the perceived value of all players. Design aesthetic, reward and the perceived value were found to have a direct impact on all players’ satisfaction. Moreover, the differences between paying users and non-paying users were discussed and verified. Originality/value The model demonstrated relatively good explanatory power for purchase intention in the context of location-based AR game. The proposed model can provide insights to location-based AR game developers to design their games and marketing strategies.

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