Causal Modelling and Analysis Evaluation of Online Reputation Management Using Fuzzy Delphi and DEMATEL

2017 ◽  
Vol 8 (1) ◽  
pp. 27-45 ◽  
Author(s):  
Anil Kumar ◽  
Manoj Kumar Dash
Keyword(s):  
Service Providers ◽  
Causal Modeling ◽  
Customer Relationship ◽  
Reputation Management ◽  
Fuzzy Delphi ◽  
Modeling Analysis ◽  
Factor Data ◽  
Corporate Social ◽  
Online Reputation ◽  
Structured Questionnaire

Online reputation management (ORM) is a significant and proactive tool that can reinforce the credibility of the service provider. Literature existing today on this topic has rarely reported on the causal modeling analysis from an ORM perspective. Therefore, the objective of this paper is to build a factor structure of ORM and to build the inter-relationship map amongst the criteria of each factor. To allow for vague human judgment, a fuzzy concept is employed in a form of Fuzzy Delphi. The DEMATEL technique has been used to develop a Network Relationship Map (NRM) among the criteria of each factor. Data has been gathered through a structured questionnaire conducted with a survey of experts. The study divided the criteria of each factor into cause-effect criteria. Findings of the study show that criteria such as distributed reputation system, trust, online competitive branding, website management, customer relationship, search engine optimization, corporate social responsibility, users' reach, competition/page views, purchase discounted products and cash back or money back fall under the cause group of ORM's factors. The results of this study can not only help service providers to enhance their reputation but can also guide them towards targeting their customers in an online platform.

scholarly journals Customer Satisfaction in Nepalese Cellular Networks

2019 ◽  
Vol 33 (2) ◽  
pp. 59-72
Author(s):  
Rewan Kumar Dahal
Keyword(s):  
Customer Satisfaction ◽  
Cellular Networks ◽  
Service Providers ◽  
Sampling Technique ◽  
Primary Data ◽  
Mobile Service ◽  
Social Responsibilities ◽  
Customer Care ◽  
Corporate Social ◽  
Structured Questionnaire

 Now a days identification of responsible factors that influence customer satisfaction is a key concern of marketers and research scholars and it will remain in future too. The purpose of the study was to identify the responsible factors that affect on customer satisfaction with cellular networks in Nepal and analyze them. Nepal Telecom and Ncell were taken as sample organizations where they occupy more than 94 % of market share. The study was based on primary data collected through a structured questionnaire based on the judgmental sampling technique from 816 customers. It examined that price and service quality, brand and loyalty, corporate social responsibilities, network and coverage, and customer care and innovation were the responsible factors in the assessment of customer satisfaction with Nepalese cellular networks services. The study concluded that mobile service providers should concentrate upon the factors responsible on customer satisfaction and care of those factors that have significant influence on promoting customer satisfaction in Nepalese cellular networks industry.

scholarly journals Online Company Reputation—A Thorny Problem for Optimizing Corporate Sustainability

2020 ◽  
Vol 12 (14) ◽  
pp. 5547
Author(s):  
Ionica Oncioiu ◽  
Delia-Mioara Popescu ◽  
Elena Anghel ◽  
Anca-Gabriela Petrescu ◽  
Florentina-Raluca Bîlcan ◽  
...  
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Corporate Sustainability ◽  
Reputation Management ◽  
Sustainable Business ◽  
Explanatory Variables ◽  
Best Value ◽  
Corporate Social ◽  
Econometric Approach ◽  
Online Reputation

The new economic environment, characterized as volatile, uncertain, complex, and ambiguous, has been generated through the evolution of a world in which online reputation and corporate social responsibility have become closely interconnected. In this study, we assessed whether corporate social responsibility is a goal with multiple implications for the image of the organization and its financial results, which present a model for measuring online reputation in the context of optimizing corporate sustainability. We used an econometric approach that showed that the main purpose of the model is to determine the best value of the dependent variable by providing a number of new sets of explanatory variables on the exact quantification of the company’s online reputation. The main results can support the decision-making process in building and maintaining online reputation in the short or long term, and the information provided is useful for implementing online reputation management programs. We provide a rather nuanced picture of the relationship between the credibility of corporate sustainability claims, financial security, and the chance of preserving the online reputation built. The research shows that online reputation risk management is no longer optional; online reputation must become a strategic resource for sustainable business.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals Contextual determinants of HR professionals’ self-perceptions of unethical HRM practices

2019 ◽  
Vol 28 (1) ◽  
pp. 90-108
Author(s):  
Eduardo Simões ◽  
Ana Patricia Duarte ◽  
José Neves ◽  
Vítor Hugo Silva
Keyword(s):  
Ethical Issues ◽  
Socially Responsible ◽  
Content Type ◽  
Self Perceptions ◽  
Hrm Practices ◽  
Unethical Practices ◽  
Contextual Determinants ◽  
The Individual ◽  
Corporate Social ◽  
Structured Questionnaire

Purpose The purpose of this paper is to examine human resources (HR) professionals’ self-perceptions of ethically questionable human resource management (HRM) practices (i.e. disregard for the individual, favoring those in power and discrimination). The research sought specifically to determine how these perceptions are influenced by their organizations’ ethical infrastructure and corporate social responsibility (CSR) practices. Design/methodology/approach Data were collected from 134 HR professionals using an anonymous structured questionnaire. Findings The scope of organizations’ ethics programs and the degree of importance given to developing an ethical infrastructure were found to predict the level of acceptance of unethical HRM practices related to discrimination. These practices are also less acceptable to professionals from organizations that are perceived as more socially responsible regarding their employees. Research limitations/implications Additional studies with larger samples are needed to determine more clearly not only the influence of contextual determinants, but also the practical consequences of high levels of acceptance of unethical practices in HRM. Practical implications Organizations can decrease their HR professionals’ acceptance of ethically questionable HRM practices by developing and emphasizing a strong ethical infrastructure and CSR practices, especially those affecting employees. Originality/value HR professionals’ perceptions of ethical issues have rarely been analyzed using empirically tested methods. By surveying HR professionals, this study contributes to a fuller understanding of their perceptions regarding the ethics of their own practices. The results show that contextual determinants play an important role in predicting the level of acceptance of unethical HRM practices, especially those leading to discrimination.

Performance Evaluation of Telecom Equipment Maintenance Outsourcers Based on Statistical Distance with Weight

2011 ◽  
Vol 328-330 ◽  
pp. 2440-2445
Author(s):  
Yong Jie Zhou ◽  
Nan Fang Cui
Keyword(s):  
Evaluation Method ◽  
Service Providers ◽  
Comprehensive Evaluation ◽  
Service Level ◽  
Relationship Maintenance ◽  
Customer Relationship ◽  
Equipment Maintenance ◽  
Evaluation Indexes ◽  
Comprehensive Evaluation Method ◽  
Outsourcing Decision

It’s important to control telecom equipment maintenance outsourcers’ performance in outsourcing decision-making process by selecting the proper evaluation indexes. This paper sets up a new comprehensive evaluation method based on statistics distance with weight to assess outsourcer’s performance. Ten indexes are choosed to determine which are good service providers from the ability and effort degree of their work, including failure rate, failure loss, service level, maintenance price, management fee, arrive time, repair time, customer relationship, maintenance engineer and tool machine. Each index has its own expert’s weight. We classify different service grades and calculate the real distance of every maintenance outsourcer by Euclidean distance. Then the performance of each equipment maintenance outsourcer can be inspected from the calculation result. Through the application in telecom company we testify its advantages compared with other evaluation methods.

scholarly journals SERM СТРАТЕГІЯ В МАРКЕТИНГОВІЙ ДІЯЛЬНОСТІ ТУРИСТИЧНОГО ПІДПРИЄМСТВА

2021 ◽  
pp. 21-29
Author(s):  
О. В. Виноградова ◽  
Н. І. Дрокіна
Keyword(s):  
Search Engine ◽  
Reputation Management ◽  
Online Reputation

У статті обґрунтовано значимість заходів щодо управління репутацією в пошуковій видачі. Розглянуто поняття SERM (Search Engine Reputation Management) та ORM (Online Reputation Management), визначено основні їх відмінності. Побудовано структуру системи управління репутацією в мережі Інтернет (ORM) туристичного підприємства та виділено SERM як один з її напрямків. Сформульовано поняття SERM туристичного підприємства, визначено основне завдання управління репутацією в пошуковій видачі та мета SERM-стратегії туристичного підприємства. Побудована концептуальна модель розробки SERM-стратегії туристичного підприємства, яка має вигляд взаємозв’язаних та послідовних етапів розробки та реалізації заходів щодо створення у користувачів позитивної думки про туристичне підприємство у видачі пошукових систем. Запропоновано матрицю визначення тональності майданчиків при аналізі пошукової видачі по репутаційним запитам.

scholarly journals SUSTAINABLE PERFORMANCE OF PLAYERS IN THE GLOBAL AVIATION INDUSTRY IN THE LIGHT OF MULTI-FACTOR ANALYSIS OF ONLINE REPUTATION

2021 ◽  
Vol 9 (1) ◽  
pp. 1-9
Author(s):  
Ludovit Nastisin ◽  
Beata Gavurova ◽  
Radovan Bacik ◽  
Nella Svetozarovova ◽  
Richard Fedorko
Keyword(s):  
Factor Analysis ◽  
Positive Impact ◽  
Reputation Management ◽  
Aviation Industry ◽  
Management Approach ◽  
Business Units ◽  
Sustainable Performance ◽  
Reasonable Evidence ◽  
Performance Dimensions ◽  
Online Reputation

The issue of reputation management in terms of increasing sustainable performance and competitiveness is rapidly developing and undoubtedly is the most important tool in the business area. The study analyzes the reputation of 10 companies with the largest share in the aviation market that were selected on the basis of one of the most widely-used measures of airline size - passenger-kilometer (RPKs) as presented by the International Air Transport Association. The aim is to point out online reputation tools and present ways to improve the performance and competitiveness of analyzed subjects by managing several digital metrics that create this reputation. For this purpose, was applied a modified multi-factor analysis of the overall online reputation sentiment. The research results provide business units with reasonable evidence to proactively implement and invest in reputation management approach because such approach should have a positive impact on their sustainable performance dimensions and further enhance strategic competitiveness.

scholarly journals The influence of bank employees on bank customer relationship management

2007 ◽  
Vol 7 (1) ◽  
Author(s):  
C. Rootman ◽  
M. Tait ◽  
J Bosch
Keyword(s):  
South Africa ◽  
South African ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Relationship Management ◽  
Primary Objective ◽  
Customer Relationship ◽  
Positive Attitudes ◽  
Bank Employees

Purpose: Despite extensive research in services marketing, much is still unknown to specific service providers on the influence of their employees on their services. This paper attempts to address this limitation and investigates the influence of employees on the customer relationship management (CRM) of banks. The primary objective of this paper is to investigate the influence of selected independent variables, namely attitude and knowledgeability, on the CRM of banks.Design/Methodology/Approach: An empirical investigation was conducted with a structured questionnaire with items that related to banks' CRM in terms of attitude and knowledgeability. The sample consisted of 290 banking clients in the Nelson Mandela Metropolitan area and the response rate was 91.03%. Findings: Significant positive relationships exist between both the knowledgeability, and attitude of bank employees and a bank's CRM. These relationships imply that more extensive knowledgeability and more positive attitudes of bank employees lead to improved, maintained relationships between a bank and its clients. Employees play an important role in banks’ client relationships. Implications: Banks should focus on increasing their employees' knowledgeability and improving their attitude to ensure higher levels of CRM. This paper provides strategies for banks and could create greater awareness among South African banks of the advantages of CRM, how their employees influence their CRM, and ways to adapt to these influences. Originality/Value: No study has focused exclusively on CRM within banks in South Africa. Prior research focused on customer service and service quality; both possible results of superior CRM. However, this research differs, as it identifies the variables influencing CRM in banks in South Africa. It is proposed that this paper will be beneficial for South African banks, as the recommendations may be used to ensure higher levels of CRM in banks.

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