Marketing technologies of customer relationship management: digital ecosystems

Digital technologies are changing customer expectations and reshaping the boundaries of industry markets forming ecosystems. At the same time, ecosystems are built on customer needs and go beyond a simple partnership between players from different industries to bring together digitally available services or products, providing an end-to-end experience for consumers. The article summarises research findings in the field of digital marketing and digital ecosystems. Theoretical and research issues of changes in marketing techniques for customer relationship management in the digital environment have been reviewed. The experience of the world’s leading ecosystems has been systematised, the main archetypes of digital ecosystems and key success factors have been highlighted.

Digital Participatory Platforms for Civic Engagement: A New Way of Participating in Society?

The article is focused on the digital participatory platforms (DPPs) as a tool to enhance civic engagement through dialogue and interaction with the Public Administration and to reduce Digital Divide. To this end, the article presents the objectives and the outcomes of “My Smart Quartier,” a project funded within the ERASMUS + 2017 Program, in which the Department of Architecture and Design (DAD) of the Politecnico di Torino participates with a consortium of European partners. The aim of this project is the setting up and testing strategies and actions to reduce digital illiteracy and increase citizen participation. Best practices from the project partner countries (France, Italy, Spain, Portugal) are selected and analyzed in order to understand if they can constitute innovative ways of participation and civic engagement. Specifically, the article identifies some parameters and indicators that can be used to bring out key success factors of digital participatory platforms.

The Changing Role of Maintenance in Physical Asset Management

Physical asset management (PAM) is an area with a growing role in the asset intensive industry. The purpose of this chapter is to emphasize the role of maintenance within PAM. For this purpose, a case study was conducted in a Slovenian organization. The results show that maintenance is recognized as part of PAM activities in the observed paper mill company. Furthermore, the results of the study show that the strongest involvement of maintenance in PAM-related tasks was found in the creation and maintenance of the maintenance management system and the least in the definition of key success factors for the asset system and the design of the asset system. In addition, the case study uncovered two main factors that have the greatest impact on the involvement of maintenance and its activities within PAM, namely leadership and knowledge management. This study is one of the few studies that aims to explore the role of maintenance within PAM, considering all life cycle phases of the asset system.

Identifying the key success factors of F&B sharing services: new insights from a multiple-phase decision-making model

PurposeIn the tide of the sharing economy, food and beverage sharing services (FBSS) are gradually drawing public attention. Many comments about FBSS are posted and discussed online, and this information may suggest the key factors in the operation of FBSS. This study aims to identify the key success factors (KSFs) of FBSS from online communities and media, potential consumers, customers and experts.Design/methodology/approachThis study utilizes Internet big data analytics (IBDA) to identify the key FBSS factors and then examines the KSFs of FBSS through conducting an analysis of the importance of key factors for potential consumers, confirmatory factor analysis of customer satisfaction of key factors, multiple regression analysis of customer satisfaction of key factors influencing the customers' intentions to continue participating in FBSS and a decision-making trial and evaluation laboratory of experts' opinions.FindingsThe results showed that the 15 key FBSS factors through IBDA were screened out. Among them, four KSFs that influence the operation of FBSS were identified. These four KSFs are discussed in detail in the text.Originality/valueThe findings of this study provide references for FBSS providers in the future to enhance customer value, service quality and business competitive advantages of FBSS.

Cross-border freight movement between Thailand-Malaysia-Singapore

Trade plays an important role in economic growth. Thence, a smooth cross-border transaction between Thailand-Malaysia-Singapore provides a significant implication in international trade. Currently, cross-border transactions face several issues during the crossing of borders between countries and, specifically, happens during the transactions of cargo. A very rigid documentation process within the custom clearance and theresulting severe congestion will affect the trade flow in this particular zone. Inconsistency of freight transaction documents at the cross-border also makes the transaction procedure more complicated and affects the performance of the manufacturer’s competitiveness. Thus, this paper explores the current issues at the borders involving Thailand-Malaysia-Singapore. This paper also initiates to figure out the challenges and some key success factors in modelling efficiency for cross-border transactions amongst these countries. A qualitative approach has been adapted to answer the proposed research questions. The initial results stressed that congestion, thorough and repetitious documentation procedures, involvement of many documents, as well as the time-consuming clearance of documents are key issues encountered during cross-border freight movement. This situation has caused several issues such as delays in freight delivery, losses in tax collection due to delays, reluctance to share information, and effects on the competitiveness of the freight supply chain. Development in infrastructure, information sharing, regulations, logistics performance, and customs clearance procedure can overcome the problems during cross-border Thailand-Malaysia-Singapore activities. The model outcome is expected to be smoother for the administrative process during customs clearance and it is expected to be able to efficiently reduce costs.

Key Success Factors for Medical Service Quality of Early Treatment and Rehabilitation for Children in Taiwan

Early treatment and rehabilitation medical service is one of the important items in rehabilitation medicine. The service quality is critical for developing organizational sustainability. Therefore, the key success factors for the quality of such services are worthy of study. The main focus of this study is to explore the key success factors of the quality of early treatment and rehabilitation medical service in Taiwan. This study adopted an expert questionnaire for professional therapists related to rehabilitation care in Taiwan, and developed a total of 5 evaluation dimensions and 17 key success factors according to the concept of SERVQUAL. The analytic hierarchy process (AHP) method was used to analyze the expert questionnaires. The research results show that reliability is the most important dimension to construct quality early treatment and rehabilitation medical services. The seven key success factors affecting the quality of early treatment and rehabilitation medical services are in the order of “Professional treatment meets the needs of the case”, “Therapists have professional knowledge and skills”, “Professionalism gives parents and the case confidence”, “Professional advice can be understood by parents”, “The treatment equipment is consistent with the treatment provided by the therapists”, “Provide professional treatment in a timely and appropriate manner”, and “Therapists are enthusiastic and professional in handling case problems”. The practical implications of the research findings are also discussed in the study.