scholarly journals Investigating the Situated Culture of Multi-Channel Customer Management

2021 ◽  
Vol 29 (3) ◽  
pp. 46-74
Author(s):  
Maged Ali ◽  
Ali Tarhini ◽  
Laurence Brooks ◽  
Muhammad Mustafa Kamal
Keyword(s):  
Life Cycle ◽  
Single Case ◽  
Market Price ◽  
Structuration Theory ◽  
Cultural Dimensions ◽  
Human Interaction ◽  
Multinational Organization ◽  
Channel Choice ◽  
Customer Life Cycle ◽  
Customer Services

This paper investigates the influence of national culture on customers' behavior and customers' choice of channel through the customer life cycle stages. An exploratory in-depth single case study in a multinational organization in Egypt was conducted. Specifically, 31 in-depth interviews were conducted with members of staff in marketing, IT, retail and customer services departments, and external prospects/customers. Based on an interpretive approach, the authors have articulated a situated cultural approach based on structuration theory to identify the cultural dimensions that have provided an understanding of the cultural influence on customers' channel choice. The results highlighted that verbal, human interaction, traditional shopping, and cash based were the themes for customers' channel choice through the four stages of customer life cycle. The results also show that the customers' channel choices were linked to the following Egyptian cultural dimensions: collectivism, market price relationship, emotional, power distance, low trust, uncertainty avoidance, and universalism.

scholarly journals Snake charming and the exploitation of snakes in Morocco

Oryx ◽  
2016 ◽  
Vol 52 (2) ◽  
pp. 374-381 ◽  
Author(s):  
Juan M. Pleguezuelos ◽  
Mónica Feriche ◽  
José C. Brito ◽  
Soumía Fahd
Keyword(s):  
Reproductive Output ◽  
Surveys And Questionnaires ◽  
Market Price ◽  
Tourism Industry ◽  
Cultural Dimensions ◽  
Population Declines ◽  
Field Surveys ◽  
Focal Species ◽  
The Impact ◽  
Naja Haje

AbstractTraditional activities that potentially threaten biodiversity represent a challenge to conservationists as they try to reconcile the cultural dimensions of such activities. Quantifying the impact of traditional activities on biodiversity is always helpful for decision making in conservation. In the case of snake charming in Morocco, the practice was introduced there 500 years ago by the religious order the Aissawas, and is now an attraction in the country's growing tourism industry. As a consequence wild snake populations may be threatened by overexploitation. The focal species for snake charming, the Egyptian cobra Naja haje, is undergoing both range and population declines. We estimated the level of exploitation of snakes based on field surveys and questionnaires administered to Aissawas during 2003–2014, and compared our results with those of a study conducted 25 years previously. Aissawas use four venomous and four non-venomous species for snake charming and we estimate they harvest a minimum of 4,500 individuals annually, mostly venomous snakes. For exhibition purposes they selectively remove the largest specimens from the wild (i.e. those that could have the highest reproductive output). Compared to the previous data, we detected (1) a reduction in the number of species collected, (2) an increased distance to collecting fields, and (3) an increase in the market price for snakes, after correction for accumulated inflation, signifying a higher demand for these animals.

scholarly journals Towards the implementation of Industry 4.0: A methodology-based approach oriented to the customer life cycle

2021 ◽  
Vol 126 ◽  
pp. 103403
Author(s):  
Víctor Julio Ramírez-Durán ◽  
Idoia Berges ◽  
Arantza Illarramendi
Keyword(s):  
Life Cycle ◽  
Industry 4.0 ◽  
Customer Life Cycle

scholarly journals Life-Cycle Break-Even Analysis of Electric Carsharing: A Comparative Study in China

2020 ◽  
Vol 12 (16) ◽  
pp. 6584
Author(s):  
Jingjing Jia ◽  
Shujie Ma ◽  
Yixi Xue ◽  
Deyang Kong
Keyword(s):  
Sensitivity Analysis ◽  
Life Cycle ◽  
Life Cycle Cost ◽  
Net Present Value ◽  
Market Price ◽  
Critical Factor ◽  
Field Investigation ◽  
Related Factors ◽  
Business To Consumer ◽  
Influential Variable

Electric carsharing (ECS) is a potential option to address the problem of unsustainability in the transportation sector. The business-to-consumer model of ECS, which is one of several different electric carsharing models, has gained much popularity in recent years. Generating sufficient revenue to cover costs is a critical factor for ECS companies to maintain healthy development. This study makes an economic analysis, on the basis of life-cycle cost and monetary revenue associated with the operation of ECS, of two Chinese ECS companies: EVCARD and LCCS. Based on data gathered by field investigation, this study aims to determine the break-even moment for each company’s main vehicle models by means of the net present value method. The results show that EVCARD achieved an earlier break-even moment than LCCS. The break-even moment of Chery eQ of EVCARD was the shortest of all the vehicle models, at only 181.3 min. Moreover, a sensitivity analysis was conducted to portray how different cost-related and revenue-related factors influence the break-even moment. Our findings indicate that a wide difference exists in terms of the influence of different factors on the break-even moment. Among these, the manufacturer’s suggested retail price is the most influential variable, followed by the unit rental price. The reaction of the break-even moment to the market price of a charging pile and the non-rental revenue per vehicle—especially the latter—was found to be negligible in the sensitivity analysis.

scholarly journals Experiencing Virtual Social Enterprise Media Architectures

2016 ◽  
Vol 4 (2) ◽  
pp. 29
Author(s):  
Lene Pettersen
Keyword(s):  
Social Enterprise ◽  
Structuration Theory ◽  
Physical World ◽  
Virtual Space ◽  
Longitudinal Case Study ◽  
Multinational Organization ◽  
Making Sense ◽  
Spatial Sense ◽  
The Social

<p>This article addresses knowledge professionals’ experiences of being in and using social enterprise media, which is characterized by a social, people-centric, dynamic and non-hierarchical information architecture. Rather than studying the social enterprise media from a typical STS-perspective in terms of ‘scripts’, ‘antiprogram’, or as ‘configuring design processes based on the user’, the paper direct its analytical lens to the users’ experiences, practices and routines when they are making sense of the virtual space in social enterprise media. As theoretical framework, unexplored corners of structuration theory where Giddens (1979, 1984) discusses spatiality (place) and temporality (time), where Giddens is inspired by the philosopher Wittgenstein (1972), the micro-sociologist Goffman (1959), and the time-geographer Hägerstrand (1975, 1978) are employed. With this approach, dynamic social processes are included in our studies of technology. Qualitative insights from a comprehensive and longitudinal case study of a multinational organization with entities in Europe, North Africa and the Middle East were used in order to get an in-depth understanding of how people experienced using virtual and social architectural spaces. The findings show that the social architecture and people-centric model in the virtual space in social enterprise media does not provide an intuitive spatial sense, nor does it provide logics that correspond with known and familiar logics or established communication and interaction practices among employees. Key features in social enterprise media (e.g., transparency) collide with how space is constructed in the physical world and with the logics at play in offline conversations and social interactions (e.g. turn-taking in conversations or the opportunity to withdraw from conversations).  </p>

Information Visualization and Policy Modeling

2014 ◽  
pp. 175-215
Author(s):  
Kawa Nazemi ◽  
Martin Steiger ◽  
Dirk Burkhardt ◽  
Jörn Kohlhammer
Keyword(s):  
Big Data ◽  
Life Cycle ◽  
Information Visualization ◽  
Policy Design ◽  
Reference Model ◽  
Main Idea ◽  
Human Interaction ◽  
The Political ◽  
Policy Modeling ◽  
The Right

Policy design requires the investigation of various data in several design steps for making the right decisions, validating, or monitoring the political environment. The increasing amount of data is challenging for the stakeholders in this domain. One promising way to access the “big data” is by abstracted visual patterns and pictures, as proposed by information visualization. This chapter introduces the main idea of information visualization in policy modeling. First abstracted steps of policy design are introduced that enable the identification of information visualization in the entire policy life-cycle. Thereafter, the foundations of information visualization are introduced based on an established reference model. The authors aim to amplify the incorporation of information visualization in the entire policy design process. Therefore, the aspects of data and human interaction are introduced, too. The foundation leads to description of a conceptual design for social data visualization, and the aspect of semantics plays an important role.

Customer Relationship Management as a Customer-Centric Business Strategy

2015 ◽  
pp. 182-218
Keyword(s):  
Life Cycle ◽  
Customer Service ◽  
Business Strategy ◽  
Customer Value ◽  
Life Cycle Management ◽  
Customer Relationship ◽  
Strategic Integration ◽  
Customer Life Cycle ◽  
Strategic Objective ◽  
Company Culture

CRM is fundamentally essential for the future of the company. CRM technologies enable the company to understand customer behavior better, predict their future behavior, deliver customized customer experience, and establish long-term customer relationships. However, considering that CRM is only limited with technology would be a big mistake for the company. Companies cannot deliver outstanding customer value, service, and experiences only through investing in CRM technologies. Strategic integration of CRM philosophy into company culture and operating processes are required to deliver superior customer service and experience. In the absence of CRM strategy, companies fail to harvest the benefits of CRM. The main purpose of this chapter is to discuss the characteristics as well as the strategic objective of CRM strategy. This chapter explains the customer life cycle management and proposes a holistic framework for customer life cycle management. This chapter ends with discussing the strategies to turn customers into assets and create devoted customers.

Information Visualization and Policy Modeling

Big Data ◽  
2016 ◽  
pp. 139-180
Author(s):  
Kawa Nazemi ◽  
Martin Steiger ◽  
Dirk Burkhardt ◽  
Jörn Kohlhammer
Keyword(s):  
Big Data ◽  
Life Cycle ◽  
Information Visualization ◽  
Policy Design ◽  
Reference Model ◽  
Main Idea ◽  
Human Interaction ◽  
The Political ◽  
Policy Modeling ◽  
The Right

Policy design requires the investigation of various data in several design steps for making the right decisions, validating, or monitoring the political environment. The increasing amount of data is challenging for the stakeholders in this domain. One promising way to access the “big data” is by abstracted visual patterns and pictures, as proposed by information visualization. This chapter introduces the main idea of information visualization in policy modeling. First abstracted steps of policy design are introduced that enable the identification of information visualization in the entire policy life-cycle. Thereafter, the foundations of information visualization are introduced based on an established reference model. The authors aim to amplify the incorporation of information visualization in the entire policy design process. Therefore, the aspects of data and human interaction are introduced, too. The foundation leads to description of a conceptual design for social data visualization, and the aspect of semantics plays an important role.

scholarly journals Mapping the Patient’s Journey in Healthcare through Process Mining

2020 ◽  
Vol 17 (18) ◽  
pp. 6586
Author(s):  
Michael Arias ◽  
Eric Rojas ◽  
Santiago Aguirre ◽  
Felipe Cornejo ◽  
Jorge Munoz-Gama ◽  
...  
Keyword(s):  
Life Cycle ◽  
Process Mining ◽  
Customer Experience ◽  
Customer Journey ◽  
Customer Life Cycle ◽  
Patient’S Experience ◽  
Healthcare Process ◽  
Or Organization ◽  
A Company

Nowadays, assessing and improving customer experience has become a priority, and has emerged as a key differentiator for business and organizations worldwide. A customer journey (CJ) is a strategic tool, a map of the steps customers follow when engaging with a company or organization to obtain a product or service. The increase of the need to obtain knowledge about customers’ perceptions and feelings when interacting with participants, touchpoints, and channels through different stages of the customer life cycle. This study aims to describe the application of process mining techniques in healthcare as a tool to asses customer journeys. The appropriateness of the approach presented is illustrated through a case study of a key healthcare process. Results depict how a healthcare process can be mapped through the CJ components, and its analysis can serve to understand and improve the patient’s experience.

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