Customer intimacy

2004 ◽  
pp. 148-178
Keyword(s):  
Customer Intimacy

scholarly journals Measuring A Customer Intimacy Culture In A Value Discipline Context

2004 ◽  
Vol 2 (3) ◽  
Author(s):  
A. Potgieter ◽  
G. Roodt
Keyword(s):  
Small Sample Size ◽  
Item Analysis ◽  
Small Sample ◽  
Factor Analyses ◽  
Convenience Sample ◽  
A Value ◽  
Data Analyses ◽  
Final Data ◽  
Permanent Employees ◽  
Customer Intimacy

The purpose of the study was to evaluate a questionnaire for the assessment of a customer intimacy culture in the value discipline context. The main survey was completed by using a convenience sample of permanent employees (N = 200) at line, middle and top management levels of an organisation in the entertainment industry. This sample was taken from staff on structured developmental paths, while attending scheduled training events. The 169 completed questionnaires that were returned were used for the final data analyses. Owing to the small sample size, an adapted procedure for first- and second-level factor analyses was used, followed by an iterative item analysis. The preliminary findings suggest that the questionnaire can be applied for assessing customer intimacy cultures. OpsommingDie doel van hierdie studie was om ’n vraelys te evalueer vir die beoordeling van ’n kliëntintimiteitskultuur in die waardedissipline konteks. Die hoofopname is voltooi deur ’n gerieflikheidsteekproef (N = 200) van permanente personeel in lyn, middel- en topbestuursvlakke van ’n organisasie in die vermaaklikheidsbedryf te gebruik. Dié steekproef is geneem vanuit personeel in gestruktureerde ontwikkelingspaaie wat geskeduleerde opleidingsgeleenthede bygewoon het. Die 169 voltooide vraelyste wat terugontvang is, is vir die finale dataontleding gebruik. Weens die klein steekproefgrootte, is ’n aangepaste prosedure vir eerste- en tweedevlakfaktorontleding gebruik, gevolg deur ’n iteratiewe itemontleding. Die voorlopige bevindinge dui daarop dat die vraelys toegepas kan word vir die beoordeling van ’n kliëntintimiteitskultuur.

scholarly journals Estimated Stock Price Based on Company Communications: Mind Genomics and Cognitive Economics as Knowledge-Creation Tools for Behavioral Finance

2019 ◽  
pp. 60-69
Author(s):  
Howard Moskowitz ◽  
Edgar Baum ◽  
Stephen D Rappaport ◽  
Attila Gere
Keyword(s):  
Behavioral Finance ◽  
Knowledge Creation ◽  
Stock Price ◽  
Good Governance ◽  
Customer Reviews ◽  
Cognitive Economics ◽  
Mind Set ◽  
Customer Intimacy ◽  
A Company ◽  
A Share

Respondents estimated the price of a share of stock for a company, based upon a set of short vignettes, one estimate for each vignette. The vignettes comprised 2-4 elements-statements selected from four groups: WHO presents the information, the companys VALUES, how the presenter shows ALIGNMENT with company values, and how CUSTOMERS respond. The linkage between expected dollar value of the stock and message was highest for the element talking about positive customer reviews. The respondents divide into two groups or mind-sets, based upon their patterns of response to the elements. Mind-Set 1 estimates stock price based on messages communicating good governance. Mind-Set 2 estimates stock price based on messages communicating customer intimacy and excitement.

scholarly journals PENERAPAN VALUE DISCIPLINE STRATEGY PADA BANK KALTIM CABANG TANA PASER

Sebatik ◽  
2017 ◽  
Vol 18 (1) ◽  
pp. 5-9
Author(s):  
Wahyuni Wahyuni ◽  
Jajang Nurjaman
Keyword(s):  
Market Segment ◽  
Customer Intimacy ◽  
Operational Excellence ◽  
Product Leadership

Bank Daerah saat ini diharapkan mampu bersaing dengan bank-bank swasta dalam meningkatkan kualitas taraf hidup masyarakat, selain untuk dapat menghimpun dana masyarakat di daerah tersebut. Bank Kaltim Cabang Tana Paser yang merupakan bank daerah di Kabupaten Tana Paser terus berupaya untuk memberikan layanan terbaik kepada nasabahnya dalam bentuk pelayanan produk dan jasa. Sesuai dengan visinya “Menjadi The True Regional Champion yang Kuat, Kompetitif dan Kontributif dalam mendukung pertumbuhan ekonomi daerah yang berkualitas”, Bank Kaltim Cabang Tana Paser membutuhkan suatu strategi bisnis untuk mencapai visi tersebut yaitu dengan menggunakan Value Discipline Strategy. Value discipline strategy atau bisa disebut disiplin nilai pertama kali dikemukakan oleh seorang presiden dari perusahaan Treacy yaitu Michael Treacy dan Fred Wierseam. Pada dasarnya, teori ini menekankan pentingnya identifikasi terhadap segmen pasar (market segment). Menurut pand angan ini, ada tiga segmen generik, diantaranya adalah Operational Excellence,Product Leadership,Customer Intimacy. Untuk dapat menentukan jenis strategi yang tepat, maka dibutuhkan suatu analisis baik dari faktor eksternal dan internal. Setelah dilakukan analisis dapat disimpulkan bahwa jenis strategi yang tepat untuk diterapkan adalah Customer Intimacy dimana pada jenis strategi ini Bank Kaltim Cabang Tana Paserdifokuskan pada pendekatan terhadap nasabah.

scholarly journals Increasing customer loyalty and customer intimacy by improving the behavior of employees

2016 ◽  
Vol 9 (4) ◽  
pp. 492-510 ◽  
Author(s):  
André de Waal ◽  
Béatrice van der Heijden
Keyword(s):  
Customer Loyalty ◽  
High Performance ◽  
Design Methodology ◽  
Behavioral Factors ◽  
Content Type ◽  
Validated Questionnaire ◽  
Excellent Service ◽  
Item List ◽  
Customer Intimacy ◽  
High Performance Organization

Purpose One of the most important characteristics of high-performance organizations is that these organizations always aim at servicing their customers as best as possible. In practice, this means that the employees of these organizations have to behave toward customers in such a way that these customers are not only fully satisfied but also become loyal to the organization. The purpose of this paper is to look at the concrete behaviors that are needed to create this customer loyalty. Design/methodology/approach From a literature review the items that potentially are of influence on creating customer loyalty and customer intimacy were identified, based on a previous validated questionnaire while adding additional items. These items were subsequently validated in practice with a questionnaire distributed among people who are in daily life regular customers of organizations. Findings The research results show that there are eight behavioral factors of importance to create customer loyalty and customer intimacy: first, service quality delivered by employees; second, capability of employees to deliver high quality; third, empathy of employees toward customers’ wishes and needs; fourth, understanding of employees of customers’ needs; fifth, responsiveness of employees toward the needs of customers; sixth, courtesy of employees toward customers; seventh, service manner of employees; and finally, trust customers place in employees. Research limitations/implications The implication of this research is that, now that the behavioral factors are known, an organization can make sure its employees focus on displaying these behaviors toward customers consistently over time, in order to make sure customers will experience the organization as a high-performance organization and will feel loyalty toward the organization. Originality/value The research described in this paper adds to the literature in the sense that it encompasses previous research into once item list and specifically looks at behaviors that create excellent service and thereby customer loyalty and customer intimacy, both concepts that go beyond the much researched topic of customer satisfaction.

An Integrated Framework for Developing Emotional Intelligence among MBA Students

2015 ◽  
Vol 2 (1) ◽  
pp. 16-29
Author(s):  
Shubhangini Rathore
Keyword(s):  
Emotional Intelligence ◽  
Academic Success ◽  
Job Market ◽  
Work Systems ◽  
Emotional Labour ◽  
Mba Students ◽  
Integrative Framework ◽  
Emotional Quotient ◽  
Contemporary Work ◽  
Customer Intimacy

Though traditionally the intelligence quotient (IQ) had been used as a predictor of academic success, recent studies have highlighted that students with higher emotional quotient (EQ) are more successful both academically and professionally. Given that the contemporary work systems involve huge emotional labour and customer intimacy, employers have now started preferring students with high emotional quotient; as the job market is already full of academically competent candidates. The current study is divided into two parts, the first part reviews and analyzes important researchers; in order to identify an integrative framework of the most important emotional intelligence competencies among students. The second part attests this framework with the help of statistical analysis of a sample of college students. The results of the study provide a list of factors that can be adopted as a part of the academic curriculum for the development of emotional intelligence among MBA students.

scholarly journals Research Note: Customer Intimacy and Cross-Selling Strategy

2005 ◽  
Vol 51 (6) ◽  
pp. 1007-1012 ◽  
Author(s):  
M. Tolga Akçura ◽  
Kannan Srinivasan
Keyword(s):  
Research Note ◽  
Customer Intimacy

scholarly journals CAN PRODUCT LEADERSHIP BE A PREDICTOR OF A CUSTOMER’S LOYALTY?

2015 ◽  
Vol 29 (1) ◽  
Author(s):  
MS. Eric Santosa
Keyword(s):  
Brand Equity ◽  
Sales Volume ◽  
Service Support ◽  
Customer's Loyalty ◽  
Customer Intimacy ◽  
Relationship Of ◽  
Product Leadership ◽  
The Relationship

Leading companies commonly employ a particular strategy to cover a market. They mightchoose product leadership, service support excellence, customer intimacy strategy, as well as acombination of them.The use of these strategies is obviously to gain more customers, since the product becomes achoice as an effect of the brand equity strengthening. While firms are very concerned withcustomer loyalty to maintain a stable sales volume, a question arises whether the brand equityhas an effect on the customer’s loyalty. Logically, if a strategy can develop the product’s brandequity which in turn propels cutomers to buy it, it will hopefully improve customers’ loyalty aswell.Therefore, this study is designed to answer the questions, (1) which strategy (among thethree) adds power to the brand equity, (2) the brand equity is influential to the customer’sloyalty, and (3) the product leadership can predict the customer’s loyalty. Three antecedents ofbrand equity are employed, i.e. product leadership, service support excellence, and customerintimacy. These three variables, along with brand equity can also indicate as predictors ofcustomer’s loyalty. A sample consisting of 100 respondents withdrawn through a judgmentmethod. Data were analyzed by Amos 5.0 and SPSS 16.0. The results denote that the relationshipsbetween product leadership and customer intimacy to brand equity, also brand equity tocustomer’s loyalty are significant. On the contrary, the relationship of service supportexcellence to brand equity and the relationship of product leadership to customer’s loyalty aretrivial.Keywords: product leadership, service support excellence, customer intimacy, brand equity,customer’s loyalty

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