Exploring the impact of customer relational benefit on relationship commitment in health service sectors.

PubMed

Weng, Rhay-Hung; Huang, Jin-An; Huang, Ching-Yuan; Huang, Shih-Chang

2010-01-01

An increasing number of health service sectors have begun to implement relationship marketing to try to establish long-term relationship with customers. Customer relational benefit has been an important subject for relationship marketing researchers. This study was conducted to investigate how customer relational benefit might influence relationship commitment in health service sectors. The research used a questionnaire survey that retrieved a total number of 403 valid questionnaires. The data were collected by way of personal visits and investigations of outpatients in three regional hospitals in Taiwan. After the reliability and the validity of the questionnaire sample were examined, the data were verified by using hierarchical regression analysis. Results showed that confidence benefit constituted the most pronounced factor for hospital customers. Confidence benefit, social benefit, and special treatment benefit were perceived by customers as the key factors that have a positive influence on relationship commitment. In particular, customers placing greater emphasis on confidence benefit tended to be less willing to establish relationship commitment. When health service managers develop marketing strategies using customer relational benefit, they will still need to enhance customer confidence benefit as one of the main ways of achieving future improvements. In the event where health service managers seek to install resources for establishing and maintaining a good relationship commitment with customers, the crucial factors of social and special treatment benefits should not be ignored when seeking to enhance the customers' perception of confidence benefit.

Meeting the needs of customers with health CRM.

PubMed

Phillips, Jon; Panchal, Samir

2002-01-01

Customer relationship management (CRM) is a business strategy, supported by applications and technologies, that can fundamentally transform how healthcare delivery organizations manage patient and physician interactions, reduce cost, improve customer-facing processes, drive market and revenue growth, and manage regulatory compliance processes.

12 CFR 40.3 - Definitions.

Code of Federal Regulations, 2010 CFR

2010-01-01

... over the management or policies of the company, as the OCC determines. (h) Customer means a consumer who has a customer relationship with a bank. (i)(1) Customer relationship means a continuing... relationship. (iv) If a bank holds ownership or servicing rights to an individual's loan that is used primarily...

12 CFR 40.3 - Definitions.

Code of Federal Regulations, 2012 CFR

2012-01-01

... over the management or policies of the company, as the OCC determines. (h) Customer means a consumer who has a customer relationship with a bank. (i)(1) Customer relationship means a continuing... relationship. (iv) If a bank holds ownership or servicing rights to an individual's loan that is used primarily...

12 CFR 40.3 - Definitions.

Code of Federal Regulations, 2013 CFR

2013-01-01

... over the management or policies of the company, as the OCC determines. (h) Customer means a consumer who has a customer relationship with a bank. (i)(1) Customer relationship means a continuing... relationship. (iv) If a bank holds ownership or servicing rights to an individual's loan that is used primarily...

Customer-Supplier Roles and Relationships in the Management of Research Projects

ERIC Educational Resources Information Center

Carter, Ian M.

2007-01-01

Recognising the existence of customer-supplier roles and relationships in the performance of research can lead to an improvement in the management, and hence delivery, of research. Research, especially university-based research, is often managed with a light touch, with the researchers operating independently, and neither their institution nor…

76 FR 45730 - Customer Clearing Documentation and Timing of Acceptance for Clearing

Federal Register 2010, 2011, 2012, 2013, 2014

2011-08-01

... proposing regulations to facilitate customer access to clearing and to bolster risk management through... and execution of customer transactions on a DCM or SEF on terms that have a reasonable relationship to... a reasonable relationship to the best terms available by prohibiting restrictions in customer...

Customs Service Modernization: Impact of New Trade Compliance Strategy Needs to Be Assessed.

DTIC Science & Technology

1999-12-01

The Mod Act fundamentally altered the relationship between importers and Customs by shifting from Customs to the importer the legal responsibility...New Trade Compliance Strategy B-280470 • account management : Customs ’ approach to managing its work through accounts (importing companies) rather...assessment, account management , and Customs ’ responses to noncompliant importers have been implemented but have not yet reached many of the intended

77 FR 20010 - Proposed Information Collection; Comment Request; Online Customer Relationship Management (CRM...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-04-03

... DEPARTMENT OF COMMERCE Minority Business Development Agency Proposed Information Collection; Comment Request; Online Customer Relationship Management (CRM)/Performance Databases, the Online Phoenix... of program goals via the Online CRM/Performance Databases. The data collected through the Online CRM...

The Customer Relationship Management in Terms of Business Practice in Slovakia

NASA Astrophysics Data System (ADS)

Urdziková, Jana; Jakábová, Martina; Saniuk, Sebastian

2012-12-01

The aim of the article is to present the results of the research on focus on the customer in relation to the use of customer relationship management in selected business subjects in Slovakia. The main goal of the research is the mapping of current state to ensure the principle of customer orientation and utilizing of CRM in organizations and industrial enterprises in Slovakia. This is the mapping of the current situation of that problem in practical conditions and determines potential opportunities for improvement.

Throw Away that Telework Manual!’ - the Limitations of Existing Telework Literature in the B2C e-Business Context

DTIC Science & Technology

2004-06-01

of Case B identified the importance of a Customer Relationship Management ( CRM ) strategy in their e-business for effective telework to occur as...telework that acknowledge and take account of the heterogeneity of teleworkers. Keywords. Telework, e-Business, Customer relationship management ...to build rapport on-line with the customers makes it easier to work from outside the office. Fourthly, the employees (T3 and T4) and manager (M2

Customer Relationship Management in Higher Education: Using Information Systems to Improve the Student-School Relationship

ERIC Educational Resources Information Center

Seeman, Elaine D.; O'Hara, Margaret

2006-01-01

Purpose: The purpose of this paper is to explore customer relationship management (CRM) in a higher education setting. Design/methodology/approach: The development and implementation of a CRM project in a state community college was examined as were the benefits realized by implementing CRM. As colleges increasingly embrace distance learning and…

Customer relationship management in the contract pharmaceutical industry: an exploratory study for measuring success.

PubMed

Kros, John F; Nadler, Scott; Molis, Justin

2007-01-01

Managing customer relationships is a very important issue in business-to-business markets. This research investigates the growing number of available resources defining Customer Relationship Management (CRM) efforts, and how they are being applied within the Contract Pharmaceutical Manufacturing industry. Exploratory study results using face-to-face and telephone questionnaires based on four criteria for rating a company's CRM efforts are presented. Data was collected from large Contract Pharmaceutical Manufacturing companies in the US market. The results and conclusions are discussed relating how the Contract Pharmaceutical Manufacturing industry is implementing CRM including some potential steps to take when considering a CRM initiative.

77 FR 4993 - Certain Frozen Warmwater Shrimp From the Socialist Republic of Vietnam: Initiation and...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-02-01

..., management, supplier relationships, and customer base). In its December 13, 2011, submission, C. P. Vietnam... including, but not limited to, changes in management, production facilities, supplier relationships, and customer base.\\8\\ Although no single factor will necessarily provide a dispositive indication of succession...

Social customer relationship management: taking advantage of Web 2.0 and Big Data technologies.

PubMed

Orenga-Roglá, Sergio; Chalmeta, Ricardo

2016-01-01

The emergence of Web 2.0 and Big Data technologies has allowed a new customer relationship strategy based on interactivity and collaboration called Social Customer Relationship Management (Social CRM) to be created. This enhances customer engagement and satisfaction. The implementation of Social CRM is a complex task that involves different organisational, human and technological aspects. However, there is a lack of methodologies to assist companies in these processes. This paper shows a novel methodology that helps companies to implement Social CRM, taking into account different aspects such as social customer strategy, the Social CRM performance measurement system, the Social CRM business processes, or the Social CRM computer system. The methodology was applied to one company in order to validate and refine it.

Design of customer knowledge management system for Aglaonema Nursery in South Tangerang, Indonesia

NASA Astrophysics Data System (ADS)

Sugiarto, D.; Mardianto, I.; Dewayana, TS; Khadafi, M.

2017-12-01

The purpose of this paper is to describe the design of customer knowledge management system to support customer relationship management activities for an aglaonema nursery in South Tangerang, Indonesia. System. The steps were knowledge identification (knowledge about customer, knowledge from customer, knowledge for customer), knowledge capture, codification, analysis of system requirement and create use case and activity diagram. The result showed that some key knowledge were about supporting customer in plant care (know how) and types of aglaonema including with the prices (know what). That knowledge for customer then codified and shared in knowledge portal website integrated with social media. Knowledge about customer were about customers and their behaviour in purchasing aglaonema. Knowledge from customer were about feedback, favorite and customer experience. Codified knowledge were placed and shared using content management system based on wordpress.

Employee and customer satisfaction in healthcare.

PubMed

Jackson, Todd; Wood, Ben D

2010-01-01

There were multiple factors identified in a literature review that have a relationship to customer satisfaction, customer loyalty, employee satisfaction, and links between employee and customer satisfaction. Some of the factors identified were communication, wait times, perceived value, trust, dissatisfaction with management, changes in the workplace, vision,and fun at work. Managers must identify these topics to ensure customer satisfaction, customer loyalty,and employee satisfaction which will ultimately have a positive impact on their organizations.

77 FR 58584 - Stream Global Services, Inc., AdCenter, Beaverton, OR; Notice of a Revised Determination on...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-09-21

... supply of services like or directly competitive with the customer relationship management and business... subject worker group includes workers involved in employment related to the supply of customer relationship management and business process outsourcing services. The subject worker group does not include on...

75 FR 1840 - Agency Information Collection Activities: Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2010-01-13

... customer relationship. Sec. 40.8--Disclosure (institution)-- Revised privacy notices--If a bank wishes to... customer relationship terminates, the customer's opt out direction continues to apply. Type of Review..., an information collection unless it displays a currently valid Office of Management and Budget (OMB...

CRM System Implementation in a Multinational Enterprise

NASA Astrophysics Data System (ADS)

Mishra, Alok; Mishra, Deepti

The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term relationship building with customers at an enterprise-wide level. Successful CRM implementation is a complex, expensive and rarely technical projects. This paper presents the successful implementation of CRM in a multinational organization. This study will facilitate in understanding transition, constraints and implementation of CRM in multinational enterprises.

The Implementation of CRM at FISC Norfolk Detachment Philadelphia

DTIC Science & Technology

2003-06-01

Customer Relationship Management system. [28] If FISC decides to implement a CRM system, the decision will impact the duties of the...distribution is unlimited 12b. DISTRIBUTION CODE 13. ABSTRACT (maximum 200 words) Customer Relations Management ( CRM ) can be defined in many ways. In...Norfolk Philadelphia Mission Statement. 15. NUMBER OF PAGES 91 14. SUBJECT TERMS Customer Relations Management System, CRM ,

Customer Relationship Management: A Case Study from a Metropolitan Campus of a Regional University

ERIC Educational Resources Information Center

Pember, Edward R.; Owens, Alison; Yaghi, Shazhi

2014-01-01

This paper investigates the users and uses of a centralised customer relationship management (CRM) system at a regional Australian university to improve the understanding of the staff experience of interacting with this customised technology. How and why the software is used by a cross section of university departments is explored through…

Store manager performance and satisfaction: effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth.

PubMed

Netemeyer, Richard G; Maxham, James G; Lichtenstein, Donald R

2010-05-01

Based on emotional contagion theory and the value-profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the authors examined relationships among store manager job satisfaction and job performance, store customer-contact employee job satisfaction and job performance, customer satisfaction with the retailer, and a customer-spending-based store performance metric (customer spending growth over a 2-year period). Via path analysis, several hypothesized direct and interaction relations among these constructs are supported. The results suggest implications for academic researchers and retail managers. PsycINFO Database Record (c) 2010 APA, all rights reserved.

Customer relationship management implementation in the small and medium enterprise

NASA Astrophysics Data System (ADS)

Nugroho, Agus; Suharmanto, Agus; Masugino

2018-03-01

To win the global competition and sustain the business, small and medium enterprise shall implement a reliable information technology application to support their customer data base, production and sales as well as marketing management. This paper addresses the implementation of Customer Relationship Management (CRM) in small and medium enterprise, CV. Densuko Jaya. It is a small and medium enterprises in Semarang, Central Java, Republic of Indonesia deal with rubber processing industry supply chain. ADDIE model utilized in study to setup the CRM functionality at these enterprises. The aim of the authors is to present the benefits resulting from the application of CRM technologies at these enterprises to solve their chronicle issues in the field of integrated customer data base, production management process and sales automation in order to boost their business in the near future. Training and coaching have been delivered to the enterprises staffs and management to ensure that they can execute the system.

78 FR 17765 - Agency Information Collection Activities; Information Collection Renewal; Submission for OMB...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-03-22

... during the continuation of the customer relationship. Sec. 1016.8--Disclosure (institution)--Revised... customer relationship terminates, the customer's opt out direction continues to apply. Type of Review..., please send a copy of your comments by mail to: OCC Desk Officer, 1557-0216, U.S. Office of Management...

77 FR 22367 - Self-Regulatory Organizations; Municipal Securities Rulemaking Board; Notice of Filing of a...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-04-13

... its portfolio and/or under management.'' The customer has timely access to the publicly available... the nature of the relationship between the dealer and the institutional customer and provides that the... and the institutional customer regarding the nature of the relationship between the dealer and the...

Focus on Customer Service. Service Management: How to Plan for it Rather Than Hope for It [and] Learning to Say "Yes": A Customer Service Program for Library Staff [and] Maintaining Momentum in a Quality Improvement Process.

ERIC Educational Resources Information Center

Brewer, Julie; And Others

1995-01-01

Presents three articles that discuss customer service in libraries, with a focus on planning for service management, a customer service program for library staff, and a quality improvement process. Highlights include developing and implementing service strategies, dealing with requests, redefining work relationships, coworkers as customers,…

12 CFR 225.28 - List of permissible nonbanking activities.

Code of Federal Regulations, 2010 CFR

2010-01-01

... management official of the client institution, except where such interlocking relationship is permitted... conducting management consulting activities may provide management consulting services to customers not... customers in payment for goods and services, and purchasing from the merchant validly authorized checks that...

Balanced Scorecard Goal Four: Provide Policy Management, Advocacy and Problem Solving Measuring Achievement of Internal Customer Objectives

DTIC Science & Technology

2002-06-01

Achievement of Internal Customer Objectives A Graduate Management Project Submitted to The Residency Committee In Candidacy for the Degree of Masters in...internal customer relations, the GPRMC has incorporated use of a Balanced Scorecard within its management scheme. The scorecard serves as a strategy map...headquarters. The goal, "Provide Policy Management , Advocacy and Problem Solving", addresses the relationship between the headquarters and its internal

77 FR 47591 - Notice of Request for Extension of Approval of an Information Collection; Plant Protection and...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-08-09

... performance of its quality management system by monitoring information related to customer perception in relationship to customer requirements. PHP has determined that the best method for obtaining this information... by the Office of Management and Budget (OMB), PHP would allow stakeholders and customers to complete...

75 FR 60409 - Diamond Sawblades and Parts Thereof From the People's Republic of China: Initiation of...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-30

... facilities; (2) supplier relationships; (3) management; and (4) customer base.\\6\\ \\6\\ See Letter from Hebei...; and (4) customer base.\\8\\ Although no single factor will necessarily provide a dispositive indication... management, suppliers, customer base, and production facilities that the Department considers in its...

Developing Relationships with School Customers: The Role of Market Orientation

ERIC Educational Resources Information Center

Poole, Sonja Martin

2017-01-01

Purpose: While the role of relationship marketing to consumers' overall satisfaction with schools has been discussed in the education management literature, empirical studies on the marketing mechanisms that underpin school-customer relationships are limited. The purpose of this paper is to establish the association between market orientation (MO)…

Variables contributing to an excellent customer service management profile within the regulated electric utility industry: A comparison of self-concept with customer satisfaction for customer service management

DOE Office of Scientific and Technical Information (OSTI.GOV)

Johnson, L.E.

1991-01-01

This research sought to address the relationship between self-concept and customer satisfaction: can customer satisfaction with a major electric utility be explained in terms of the self-reported, self-concept of the utility's managers The population to which the results of this study were generalized consisted of customer service managers in public electric utilities across the United States. In order to represent this population, a sample was selected consisting of customer service managers at a midwestern electric utility based in a large metropolitan area. Participants in this study were managers of four direct customer contact service organizations within six geographic division organizations.more » The methodology included comparisons of these four customer contact service organizations on twelve independent, self-concept variables and six customer satisfaction dependent variables using Analysis of Variance (ANOVA), Scheffe' tests, Chi-Square, and Stepwise multiple regression. The groups were found not to be significantly different and knowledge of the self-concept scores for managers will not increase the ability to predict customer satisfaction over no knowledge of self-concept scores.« less

The Impact of e-Customer Relationship Marketing in Hotel Industry

NASA Astrophysics Data System (ADS)

Samanta, Irene

The present research investigates the extent to which Greek hotels had developed the electronic customer relationship marketing (E-CRM). The study verifies the practices that frequently appear in relationship marketing process within online operations or whether their Internet presence mainly depends on the basic actions of "supplying information" and "reservations". Also, it investigates the effects of e-CRM system on customer loyalty and satisfaction as well as the impact of relationship marketing practices to customer retention and acquisition. They have understood the importance of using electronic channels instead of traditional ones to implement their marketing strategies. Thus, e-crm system has assisted hotel business to manage more effectively their reservations and serve their customers as fast and as effective as possible. They did not seem to apply many of the relationship marketing strategies to emphasize customer retention and continual satisfaction because of difficulties in staff training.

Customer complaints: a managed care firm's best weapon in CQI.

PubMed

Polonski, G J

1995-01-01

Encouraging customer feedback and developing an automated customer complaint system are two essential steps a health plan must take if it wishes to develop a balanced relationship with the customer. The author explores how the right attitude and appropriate action can ensure that both customers and the company reap the benefits of a comprehensive customer complaint system.

Creating value-focused healthcare delivery systems: Part three--Core competencies.

PubMed

Beveridge, R N

1997-01-01

Value is created through the delivery of high-quality, cost--effective healthcare services. The ability to create value from the providers' perspective is facilitated through the development and implementation of essential, customer-focused core competencies. These core competencies include customer relationship management, payer/provider relationship management, disease management, outcomes management, financial/cost management, and information management. Customer relationship management is the foundation upon which all core competencies must be built. All of the core competencies must focus on the needs of the customers, both internal and external. Structuring all processes involved in the core competencies from the perspective of the customer will ensure that value is created throughout the system. Payer/provider relationship management will become a crucial pillar for healthcare providers in the future. As more vertical integration among providers occurs, the management of the relationships among providers and with payers will become more important. Many of the integration strategies being implemented across the country involve the integration of hospitals, physicians, and payers to form accountable health plans. The relationships must be organized to form "win/win" situations, where all parties are focused on a shared vision of creating value and none of the parties benefits at the expense of the others. Disease management in creating value requires that we begin examining the disease process along the entire continuum. Not only must providers be able to provide high-quality acute and chronic care, but they must also begin to focus more heavily on programs of prevention. Value is created throughout the system through reducing the prevalence and incidence of disease. Only through managing the full continuum of health will value be created throughout the healthcare delivery system. Outcomes management ensures that the outcomes are the highest quality at a cost-effective price. Outcomes must not only be compared to best practices, but to what is possible. Providers must constantly strive to enhance the quality of the services. Financial/cost management ensures that care is cost-effective and that a marginal profit is maintained to allow continued investment in new technology and continuing medical education to enhance the quality of care and lifestyles for all stakeholders. Information management is the binding element, or keystone, in providing value-focused care. Through the collection, storing, transfer, manipulation, sorting, and reporting of data, more effective decision-making can occur. Integrated MIS allows information to be generated about the cost-effectiveness of treatment regimens, employee productivity, physician cost-effectiveness, supply utilization, and clinical outcomes, as well as patient information to be readily available throughout the healthcare system. Having this information available will allow providers to become more cost-effective in the delivery of care, which results in perceived higher value for the services. Customers demand value. Value is created by meeting the needs and demands of the customers through the delivery of cost-effective, high-quality healthcare services that are easily accessible and meet with high patient satisfaction. Providers who can demonstrate their ability to provide the services in this manner will create a competitive advantage in the marketplace and will be perceived as the value provider of choice by loyal customers.

78 FR 17185 - Proposed Collection; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2013-03-20

... Agent Platform, Customer Relationship Management (CRM) and supporting Knowledge Base (KB) solution that... . Follow the instructions for submitting comments. Mail: Federal Docket Management System Office, 2nd Floor.... Title, Associated Form, and OMB Control Number: Customer Care Center Enterprise Solution (CCCES); OMB...

Data Mining for CRM

NASA Astrophysics Data System (ADS)

Thearling, Kurt

Data Mining technology allows marketing organizations to better understand their customers and respond to their needs. This chapter describes how Data Mining can be combined with customer relationship management to help drive improved interactions with customers. An example showing how to use Data Mining to drive customer acquisition activities is presented.

Managing the Student for Life

ERIC Educational Resources Information Center

Grayson, Katherine

2010-01-01

Ever since the first customer relationship management (CRM) tools found their way onto North American campuses around 2002, higher education administrators have cringed at the mention of the word "customer," preferring to substitute "constituent" for the more sales-driven term. Yet, with competition for qualified candidates…

Semantic Enhancement for Enterprise Data Management

NASA Astrophysics Data System (ADS)

Ma, Li; Sun, Xingzhi; Cao, Feng; Wang, Chen; Wang, Xiaoyuan; Kanellos, Nick; Wolfson, Dan; Pan, Yue

Taking customer data as an example, the paper presents an approach to enhance the management of enterprise data by using Semantic Web technologies. Customer data is the most important kind of core business entity a company uses repeatedly across many business processes and systems, and customer data management (CDM) is becoming critical for enterprises because it keeps a single, complete and accurate record of customers across the enterprise. Existing CDM systems focus on integrating customer data from all customer-facing channels and front and back office systems through multiple interfaces, as well as publishing customer data to different applications. To make the effective use of the CDM system, this paper investigates semantic query and analysis over the integrated and centralized customer data, enabling automatic classification and relationship discovery. We have implemented these features over IBM Websphere Customer Center, and shown the prototype to our clients. We believe that our study and experiences are valuable for both Semantic Web community and data management community.

78 FR 4848 - Social Media: Consumer Compliance Risk Management Guidance

Federal Register 2010, 2011, 2012, 2013, 2014

2013-01-23

... third- party service provider relationships in connection with social media; An employee training... managing compliance, and training for appropriate personnel. These controls should apply to all customers, products and services, including customers engaging in electronic banking (e-banking) through the use of...

Demand forecast model based on CRM

NASA Astrophysics Data System (ADS)

Cai, Yuancui; Chen, Lichao

2006-11-01

With interiorizing day by day management thought that regarding customer as the centre, forecasting customer demand becomes more and more important. In the demand forecast of customer relationship management, the traditional forecast methods have very great limitation because much uncertainty of the demand, these all require new modeling to meet the demands of development. In this paper, the notion is that forecasting the demand according to characteristics of the potential customer, then modeling by it. The model first depicts customer adopting uniform multiple indexes. Secondly, the model acquires characteristic customers on the basis of data warehouse and the technology of data mining. The last, there get the most similar characteristic customer by their comparing and forecast the demands of new customer by the most similar characteristic customer.

Can a customer relationship management program improve recruitment for primary care research studies?

PubMed

Johnston, Sharon; Wong, Sabrina T; Blackman, Stephanie; Chau, Leena W; Grool, Anne M; Hogg, William

2017-11-16

Recruiting family physicians into primary care research studies requires researchers to continually manage information coming in, going out, and coming in again. In many research groups, Microsoft Excel and Access are the usual data management tools, but they are very basic and do not support any automation, linking, or reminder systems to manage and integrate recruitment information and processes. We explored whether a commercial customer relationship management (CRM) software program - designed for sales people in businesses to improve customer relations and communications - could be used to make the research recruitment system faster, more effective, and more efficient. We found that while there was potential for long-term studies, it simply did not adapt effectively enough for our shorter study and recruitment budget. The amount of training required to master the software and our need for ongoing flexible and timely support were greater than the benefit of using CRM software for our study.

78 FR 25353 - Proposed Guidance on Deposit Advance Products; Withdrawal of Proposed Guidance on Deposit-Related...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-04-30

... existing customer relationships. \\5\\ See OCC Bulletin, 2001-47, ``Third-Party Relationships: Risk Management Principles for Third-Party Relationships'' (November 1 2001). Compliance and Consumer Protection... protection statutes, management's oversight, and relationships with third parties will also be assessed...

78 FR 281 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2013-01-03

... customer perception in relationship to customer requirements. PHP has determined that the best method for..., Office of Information and Regulatory Affairs, Office of Management and Budget (OMB), [email protected] and Plant Health Inspection Service Title: Stakeholder/Customer Satisfaction Survey. OMB Control...

Customer perceived service quality, satisfaction and loyalty in Indian private healthcare.

PubMed

Kondasani, Rama Koteswara Rao; Panda, Rajeev Kumar

2015-01-01

The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception. Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. This paper will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services.

One-to-one modeling and simulation: a new approach in customer relationship management for grocery retail

NASA Astrophysics Data System (ADS)

Baydar, Cem M.

2002-03-01

The ever-increasing competition in retail industry puts pressure on retailers to deal with their customers more efficiently. Currently most companies use Customer Relationship Management (CRM) systems to maximize the customer satisfaction level by trying to understand more about their behaviors. However, one disadvantage of the current approaches is that they focus on the segmentation of customers into homogenous groups and they disregard examining the one-to-one relationship of each individual's behavior toward each product. Therefore, individual behavior cannot be captured in detail. Modeling individual behavior for each product enables several strategies of pricing by keeping the customer satisfaction at the maximum level. One example is offering a personal discount on a particular item to a customer who is price sensitive to that particular product. Therefore, you can still sell other products at the non-discounted level to this customer by keeping him satisfied. In this paper, individual pricing approach is discussed. The aim of this study is to develop a conceptual framework to analyze the feasibility of individual pricing. Customer behaviors can be modeled individually with respect to each product for a grocery store. Several factors can be used to determine these behaviors such as customer's need, brand loyalty and price sensitivity. Each customer can be modeled as an adaptive agent using qualitative descriptions of behaviors (i.e., highly price sensitive). Then, the overall shopping behavior can be simulated using a multi-agent Monte-Carlo simulation. It is expected that with this approach, retailers will be able to determine better strategies to obtain more profits, better sales and better customer satisfaction.

The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library

NASA Astrophysics Data System (ADS)

Tan, Pei Kian; Mohd Suradi, Nur Riza; Saludin, Mohamad Nasir

2013-04-01

Service failure frequently occurs. This affects customer expectations which lead to complaint. However, not all dissatisfied customers actually complain. Without customer feedback, it would be impossible for a company to know whether they needed a change for improvement. Thus, complaint management brings a learning experience to organization in order to provide better service. Therefore, it is important to identify customer dissatisfaction through a systematic complaint handling or management. The study proposes a model of systematic complaint management which applied to academic library as a tool of service recovery. As such, the main purpose of this study is to investigate the critical success factors of complaint management towards service quality, customer satisfaction, customer loyalty and the impact to organizational image at academic library. Three academic libraries have been identified and selected for this project, the Library of Tun Sri Lanang, UKM, UTeM and UNIMAS. Using the justice theory, this study investigates the perception of customers on complaint management in terms of outcomes they receive, procedures used by organization and interpersonal treatment. In this study, there are five factors of complaint management identified, which includes speed of recovery, management system, empowerment, culture and psychology and tangible compensation. A questionnaire was designed and used as the data gathering instrument. A total of 600 respondents participated in this study. Ten hypotheses were used to test the relationships between complaint management, service quality, customer satisfaction, customer loyalty and organizational image. To measure the construct relationships, Structural Equation Model (SEM) approach was used. The results show that management system (b = 0.210; p < 0.05) exerts the highest positive impact on service quality. It followed by psychology and culture (b = 0.188; p < 0.05), empowerment (b = 0.179; p < 0.05) and tangible compensation (b = 0.175; p < 0.05). However, the empirical results suggest that speed of recovery (b = -0.009; p > 0.05) do not influence service quality. The second part of this study uses confirmatory factor analysis (CFA) to analyze and confirm the conceptual model proposed in this research. The result shows that all the values obtained in this study fits the data reasonably well.

Avoid the four perils of CRM.

PubMed

Rigby, Darrell K; Reichheld, Frederick F; Schefter, Phil

2002-02-01

Customer relationship management is one of the hottest management tools today. But more than half of all CRM initiatives fail to produce the anticipated results. Why? And what can companies do to reverse that negative trend? The authors--three senior Bain consultants--have spent the past ten years analyzing customer-loyalty initiatives, both successful and unsuccessful, at more than 200 companies in a wide range of industries. They've found that CRM backfires in part because executives don't understand what they are implementing, let alone how much it will cost or how long it will take. The authors' research unveiled four common pitfalls that managers stumble into when trying to implement CRM. Each pitfall is a consequence of a single flawed assumption--that CRM is software that will automatically manage customer relationships. It isn't. Rather, CRM is the creation of customer strategies and processes to build customer loyalty, which are then supported by the technology. This article looks at best practices in CRM at several companies, including the New York Times Company, Square D, GE Capital, Grand Expeditions, and BMC Software. It provides an intellectual framework for any company that wants to start a CRM program or turn around a failing one.

31 CFR 800.301 - Transactions that are covered transactions.

Code of Federal Regulations, 2010 CFR

2010-07-01

..., and maintained relationships with its prior customers, all of which were transferred to Corporation A..., customer list, equipment, and inventory management software used to operate the facility. Under these facts... physical facility, and would not include customer lists, intellectual property, or other proprietary...

31 CFR 800.301 - Transactions that are covered transactions.

Code of Federal Regulations, 2014 CFR

2014-07-01

..., and maintained relationships with its prior customers, all of which were transferred to Corporation A..., customer list, equipment, and inventory management software used to operate the facility. Under these facts... physical facility, and would not include customer lists, intellectual property, or other proprietary...

31 CFR 800.301 - Transactions that are covered transactions.

Code of Federal Regulations, 2012 CFR

2012-07-01

..., and maintained relationships with its prior customers, all of which were transferred to Corporation A..., customer list, equipment, and inventory management software used to operate the facility. Under these facts... physical facility, and would not include customer lists, intellectual property, or other proprietary...

31 CFR 800.301 - Transactions that are covered transactions.

Code of Federal Regulations, 2013 CFR

2013-07-01

..., and maintained relationships with its prior customers, all of which were transferred to Corporation A..., customer list, equipment, and inventory management software used to operate the facility. Under these facts... physical facility, and would not include customer lists, intellectual property, or other proprietary...

31 CFR 800.301 - Transactions that are covered transactions.

Code of Federal Regulations, 2011 CFR

2011-07-01

..., and maintained relationships with its prior customers, all of which were transferred to Corporation A..., customer list, equipment, and inventory management software used to operate the facility. Under these facts... physical facility, and would not include customer lists, intellectual property, or other proprietary...

Social Networking Sites as a Learning Tool

ERIC Educational Resources Information Center

Sanchez-Casado, Noelia; Cegarra Navarro, Juan Gabriel; Wensley, Anthony; Tomaseti-Solano, Eva

2016-01-01

Purpose: Over the past few years, social networking sites (SNSs) have become very useful for firms, allowing companies to manage the customer-brand relationships. In this context, SNSs can be considered as a learning tool because of the brand knowledge that customers develop from these relationships. Because of the fact that knowledge in…

Building customer capital through knowledge management processes in the health care context.

PubMed

Liu, Sandra S; Lin, Carol Yuh-Yun

2007-01-01

Customer capital is a value generated and an asset developed from customer relationships. Successfully managing these relationships is enhanced by knowledge management (KM) infrastructure that captures and transfers customer-related knowledge. The execution of such a system relies on the vision and determination of the top management team (TMT). The health care industry in today's knowledge economy encounters similar challenges of consumerism as its business sector. Developing customer capital is critical for hospitals to remain competitive in the market. This study aims to provide taxonomy for cultivating market-based organizational learning that leads to building of customer capital and attaining desirable financial performance in health care. With the advancement of technology, the KM system plays an important moderating role in the entire process. The customer capital issue has not been fully explored either in the business or the health care industry. The exploratory nature of such a pursuit calls for a qualitative approach. This study examines the proposed taxonomy with the case hospital. The lessons learned also are reflected with three US-based health networks. The TMT incorporated the knowledge process of conceptualization and transformation in their organizational mission. The market-oriented learning approach promoted by TMT helps with the accumulation and sharing of knowledge that prepares the hospital for the dynamics in the marketplace. Their key knowledge advancement relies on both the professional arena and the feedback of customers. The institutionalization of the KM system and organizational culture expands the hospital's customer capital. The implication is twofold: (1) the TMT is imperative for the success of building customer capital through KM process; and (2) the team effort should be enhanced with a learning culture and sharing spirit, in particular, active nurse participation in decision making and frontline staff's role in providing a delightfully surprising patient experience.

12 CFR Appendix B to Part 364 - Interagency Guidelines Establishing Information Security Standards

Code of Federal Regulations, 2010 CFR

2010-01-01

... Relationships Risk Management Principles,” Nov. 1, 2001; FDIC FIL 68-99, Risk Assessment Tools and Practices for... Customer Information A. Information Security Program B. Objectives III. Development and Implementation of Customer Information Security Program A. Involve the Board of Directors B. Assess Risk C. Manage and...

The Relationship between Earned Value Management Metrics and Customer Satisfaction

ERIC Educational Resources Information Center

Plumer, David R.

2010-01-01

Information Technology (IT) products have a high rate of failure. Only 25% of IT projects were completed within budget and schedule, and 15% of completed projects were not operational. Researchers have not investigated the success of project management systems from the perspective of customer satisfaction. In this quantitative study, levels of…

A Study of the Relationship between Personality Types and the Acceptance of Technical Knowledge Management Systems (TKMS)

ERIC Educational Resources Information Center

Sullivan, Maureen S.

2012-01-01

Technical knowledge management systems (TKMSs) are not achieving the usage (acceptance) and the benefits that have been forecasted and are therefore, not enhancing competitive advantage and profits in organizations (Comb, 2004, "Assessing customer relationship management strategies for creating competitive advantage in electronic…

Customer centered health care: why managed care organizations must capitalize on new technology to build brands and customer loyalty.

PubMed

Fell, D

1998-01-01

Now, more than ever, health care organizations are desperately trying to reach out to customers and establish stronger relationships that will generate increased loyalty and repeat business. As technology, like the Internet and related mediums, allow us to do a better job of managing information and communication, health care executives must invest the time and resources necessary to bring these new advances into the day-to-day operations of their businesses. Those that do will have a head start in building their brand and their customer loyalty.

Customer service and overall satisfaction with angling experiences

Treesearch

Thomas D. Wickham; Alan R. Graefe; Robert C. Burns

2003-01-01

This study explores the relationship between individual customer service items and satisfaction with facilities, services, information, recreation experience and overall quality of fishing for a diverse group of anglers at lakes in the New England region. Recent attention to customers and their experiences and attitudes has increased the interest of, both managers and...

31 CFR 30.1 - Q-1: What definitions apply in this part?

Code of Federal Regulations, 2012 CFR

2012-07-01

... retains the right to terminate the customer relationship and may move or liquidate the assets or asset... businesses is the investment management of unrelated customer asset accounts, and TARP recipient provides... consists of the direct sale of a product or service to an unrelated customer, these sales occur frequently...

31 CFR 30.1 - Q-1: What definitions apply in this part?

Code of Federal Regulations, 2013 CFR

2013-07-01

... retains the right to terminate the customer relationship and may move or liquidate the assets or asset... businesses is the investment management of unrelated customer asset accounts, and TARP recipient provides... consists of the direct sale of a product or service to an unrelated customer, these sales occur frequently...

Don't throw out the customer.

PubMed

Deffenbaugh, J L

1997-01-01

Addresses the severe criticism by the Health Service Commissioner of NHS trusts for their handling of patient complaints, particularly the attitude of managers and the new NHS trust culture, which emphasized that patients should be considered as more than just customers. Argues that the word "customer" should not be thrown out because managers are uncomfortable with it; takes the view that while they may have tried to adopt the term, they have failed to appreciate its meaning. Makes a comparison between customer and consumer and presents a case for regarding patients as customers. Concludes that lessons can be learned from private business in developing the provider-customer relationship and that attitude and behaviour changes can be brought about by a long-term cultural change programme.

76 FR 81941 - General Services Administration Acquisition Regulation; Information Collection; Price Reductions...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-12-29

... maintains its relationship with the contractor's customer or category of customers, upon which the contract... Regulatory Secretariat will be submitting to the Office of Management and Budget (OMB) a request to review...

The development of a qualitative dynamic attribute value model for healthcare institutes.

PubMed

Lee, Wan-I

2010-01-01

Understanding customers has become an urgent topic for increasing competitiveness. The purpopse of the study was to develop a qualitative dynamic attribute value model which provides insight into the customers' value for healthcare institute managers by conducting the initial open-ended questionnaire survey to select participants purposefully. A total number of 427 questionnaires was conducted in two hospitals in Taiwan (one district hospital with 635 beds and one academic hospital with 2495 beds) and 419 questionnaires were received in nine weeks. Then, apply qualitative in-depth interviews to explore customers' perspective of values for building a model of partial differential equations. This study concludes nine categories of value, including cost, equipment, physician background, physicain care, environment, timing arrangement, relationship, brand image and additional value, to construct objective network for customer value and qualitative dynamic attribute value model where the network shows the value process of loyalty development via its effect on customer satisfaction, customer relationship, customer loyalty and healthcare service. One set predicts the customer relationship based on comminent, including service quality, communication and empahty. As the same time, customer loyalty based on trust, involves buzz marketing, brand and image. Customer value of the current instance is useful for traversing original customer attributes and identifing customers on different service share.

The Conceptualizing Analysis of Materialize to Dimension of Customer Relationship Management and Brand Equity

NASA Astrophysics Data System (ADS)

Kumar, R.; Barani, G.; Jagadeesan, S.

2012-10-01

This article reviews the various approaches to defining and Measuring Brand Equity. CRM strategy (Customer Relationship Management) is a business philosophy, stemming from relationship marketing that joins strategy and technology, with the aim of creating value for both customers and the company. In this paper we justify the interest of establishing a formal system to measure CRM performance. It analyses the diverse views regarding the set of attributes relevant for measurement of Brand equity. Existing measures of brand equity have been classified into three categories for the discussion in the paper. One set of measures are those focusing on outcome of Brand Equity at the product market level, the second category is that of measures related to customer mindset while the third set is based on measurement of financial parameters. The paper presents a comprehensive review of the work done by various researchers over the last few decades. It analyses the merits and limitations of the different types of measures. Based on the observations made by experts in related literature the authors suggest the scope for further research in the discipline.

Patient Relationship Management: What the U.S. Healthcare System Can Learn from Other Industries.

PubMed

Poku, Michael K; Behkami, Nima A; Bates, David W

2017-01-01

As the U.S. healthcare system moves to value-based care, the importance of engaging patients and families continues to intensify. However, simply engaging patients and families to improve their subjective satisfaction will not be enough for providers who want to maximize value. True optimization entails developing deep and long-term relationships with patients. We suggest that healthcare organizations must build such a discipline of "patient relationship management" (PRM) just as companies in non-healthcare industries have done with the concept of customer relationship management (CRM). Some providers have already made strides in this area, but overall it has been underemphasized or ignored by most healthcare systems to date. As healthcare providers work to develop their dedicated PRM systems, tools, and processes, we suggest they may benefit from emulating companies in other industries who have been able to engage their customers in innovative ways while acknowledging the differences between healthcare and other industries.

Science and Engineering Education : Who is the Customer?

DTIC Science & Technology

2012-05-30

business relationships are at the heart of the negative consequences of misidentifying the student as customer [8]. Student evaluations of teachers are...Journal of Education Management , 8, 29-36. 7. Scott, S.V. (1999) The academic as service provider: is the customer ‘always right’? Journal of...Engineering Education: Who is the Customer ? 5b. GRANT NUMBER 5c. PROGRAM ELEMENT NUMBER 6. AUTHOR(S) 5d. PROJECT NUMBER Michael Courtney

12 CFR 614.4900 - Foreign exchange.

Code of Federal Regulations, 2010 CFR

2010-01-01

... with relationship to the customer's financial capability to bear the financial risks assumed. The bank..., where such transactions or positions normally reduce risks in the conduct and management of..., liabilities, and foreign exchange contracts. (3) Outstanding contracts with individual customers and banks. (4...

12 CFR 614.4900 - Foreign exchange.

Code of Federal Regulations, 2014 CFR

2014-01-01

... with relationship to the customer's financial capability to bear the financial risks assumed. The bank..., where such transactions or positions normally reduce risks in the conduct and management of..., liabilities, and foreign exchange contracts. (3) Outstanding contracts with individual customers and banks. (4...

12 CFR 614.4900 - Foreign exchange.

Code of Federal Regulations, 2013 CFR

2013-01-01

... with relationship to the customer's financial capability to bear the financial risks assumed. The bank..., where such transactions or positions normally reduce risks in the conduct and management of..., liabilities, and foreign exchange contracts. (3) Outstanding contracts with individual customers and banks. (4...

A customer-friendly Space Station

NASA Technical Reports Server (NTRS)

Pivirotto, D. S.

1984-01-01

This paper discusses the relationship of customers to the Space Station Program currently being defined by NASA. Emphasis is on definition of the Program such that the Space Station will be conducive to use by customers, that is by people who utilize the services provided by the Space Station and its associated platforms and vehicles. Potential types of customers are identified. Scenarios are developed for ways in which different types of customers can utilize the Space Station. Both management and technical issues involved in making the Station 'customer friendly' are discussed.

An analytical approach to customer requirement information processing

NASA Astrophysics Data System (ADS)

Zhou, Zude; Xiao, Zheng; Liu, Quan; Ai, Qingsong

2013-11-01

'Customer requirements' (CRs) management is a key component of customer relationship management (CRM). By processing customer-focused information, CRs management plays an important role in enterprise systems (ESs). Although two main CRs analysis methods, quality function deployment (QFD) and Kano model, have been applied to many fields by many enterprises in the past several decades, the limitations such as complex processes and operations make them unsuitable for online businesses among small- and medium-sized enterprises (SMEs). Currently, most SMEs do not have the resources to implement QFD or Kano model. In this article, we propose a method named customer requirement information (CRI), which provides a simpler and easier way for SMEs to run CRs analysis. The proposed method analyses CRs from the perspective of information and applies mathematical methods to the analysis process. A detailed description of CRI's acquisition, classification and processing is provided.

The Development of a Qualitative Dynamic Attribute Value Model for Healthcare Institutes

PubMed Central

Lee, Wan-I

2010-01-01

Background: Understanding customers has become an urgent topic for increasing competitiveness. The purpopse of the study was to develop a qualitative dynamic attribute value model which provides insight into the customers’ value for healthcare institute managers by conducting the initial open-ended questionnaire survey to select participants purposefully. Methods: A total number of 427 questionnaires was conducted in two hospitals in Taiwan (one district hospital with 635 beds and one academic hospital with 2495 beds) and 419 questionnaires were received in nine weeks. Then, apply qualitative in-depth interviews to explore customers’ perspective of values for building a model of partial differential equations. Results: This study concludes nine categories of value, including cost, equipment, physician background, physicain care, environment, timing arrangement, relationship, brand image and additional value, to construct objective network for customer value and qualitative dynamic attribute value model where the network shows the value process of loyalty development via its effect on customer satisfaction, customer relationship, customer loyalty and healthcare service. Conclusion: One set predicts the customer relationship based on comminent, including service quality, communication and empahty. As the same time, customer loyalty based on trust, involves buzz marketing, brand and image. Customer value of the current instance is useful for traversing original customer attributes and identifing customers on different service share. PMID:23113034

41 CFR 102-85.205 - What happens if a customer agency continues occupancy after the expiration of an OA?

Code of Federal Regulations, 2010 CFR

2010-07-01

... assignments. However, provisions are necessary to cover the GSA and customer relationship if an OA expires... 41 Public Contracts and Property Management 3 2010-07-01 2010-07-01 false What happens if a customer agency continues occupancy after the expiration of an OA? 102-85.205 Section 102-85.205 Public...

41 CFR 102-85.205 - What happens if a customer agency continues occupancy after the expiration of an OA?

Code of Federal Regulations, 2011 CFR

2011-01-01

... assignments. However, provisions are necessary to cover the GSA and customer relationship if an OA expires... 41 Public Contracts and Property Management 3 2011-01-01 2011-01-01 false What happens if a customer agency continues occupancy after the expiration of an OA? 102-85.205 Section 102-85.205 Public...

Anticipatory Enrollment Management: Another Level of Enrollment Management

ERIC Educational Resources Information Center

Dennis, Marguerite J.

2012-01-01

Building on the principles of Enrollment Management (EM) and Strategic Enrollment Management (SEM), Anticipatory Enrollment Management (AEM) offers another level of managing enrollment: anticipating future enrollment. AEM is grounded in the basic principles of Customer Relationship Management (CRM) and includes strategic out-reach to parents and…

39 CFR 221.6 - Field organization.

Code of Federal Regulations, 2014 CFR

2014-07-01

...). (d) Customer Service District Offices. Functional units and reporting relationships are as follows: (1) Functional units. The 80 district offices coordinate the day-to-day management of post offices... units. Areas are responsible for: (i) Customer service districts (CSDs). (ii) Post offices (POs). (iii...

39 CFR 221.6 - Field organization.

Code of Federal Regulations, 2012 CFR

2012-07-01

...). (d) Customer Service District Offices. Functional units and reporting relationships are as follows: (1) Functional units. The 80 district offices coordinate the day-to-day management of post offices... units. Areas are responsible for: (i) Customer service districts (CSDs). (ii) Post offices (POs). (iii...

39 CFR 221.6 - Field organization.

Code of Federal Regulations, 2013 CFR

2013-07-01

...). (d) Customer Service District Offices. Functional units and reporting relationships are as follows: (1) Functional units. The 80 district offices coordinate the day-to-day management of post offices... units. Areas are responsible for: (i) Customer service districts (CSDs). (ii) Post offices (POs). (iii...

Getting the Full Picture

ERIC Educational Resources Information Center

Sammis, John; Bailey, Holly

2010-01-01

For the past couple of decades, customer relationship management has been quietly establishing itself as the way everybody does business. Migrating to the education community only in the past five years or so, it has acquired a more genteel transcription of its acronym: constituent relationship management. However one decodes the letters, CRM is…

75 FR 71072 - Initiation and Preliminary Results of Antidumping Duty Changed Circumstances Review: Certain...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-11-22

... factors including, but not limited to: (1) Management; (2) production facilities; (3) supplier relationships; and (4) customer base. See Brass Sheet and Strip from Canada: Final Results of Antidumping Duty... y Placa resulted in little or no change in management, production facilities, supplier relationships...

Supply chain management for small business--how to avoid being part of the food chain.

PubMed

Knechtges, J P; Watts, C A

2000-08-01

A supply chain is a series of customer and supplier relationships that extend throughout and beyond the company. It is an interwoven set of links that together form a chain supplying our customers in a seamless and integrated fashion delivering a high level of customer satisfaction. Supply chain management (SCM) integrates all activities so they are focused on customer satisfaction (both internally and externally). One of the things this article will attempt to accomplish is to provide a clear understanding of SCM's positive impact on customer service as well as on improving profitability, cash flow, product cycle times, and communication. Whether we go forward in the supply chain to the final end-user or backward in the supply chain to our supplier's suppliers, SCM will significantly improve our ability to serve our customers.

17 CFR 160.3 - Definitions.

Code of Federal Regulations, 2012 CFR

2012-04-01

... relationship with you. (l)(1) Customer relationship means a continuing relationship between a consumer and you... services, whether or not you provide services to the individual or establish a continuing relationship with... exercise a controlling influence over the management or policies of a company whether through ownership of...

17 CFR 160.3 - Definitions.

Code of Federal Regulations, 2013 CFR

2013-04-01

... relationship with you. (l)(1) Customer relationship means a continuing relationship between a consumer and you... services, whether or not you provide services to the individual or establish a continuing relationship with... exercise a controlling influence over the management or policies of a company whether through ownership of...

77 FR 76449 - Notice of Public Information Collections Being Reviewed by the U.S. Agency for International...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-12-28

... Customer Relationship Management (CRM) software. Electronic record retention will adhere to USAID ADS... 26, 2013. FOR FURTHER INFORMATION CONTACT: James Wade, Bureau for Management, Office of Management...

The Evolution of the Shared Services Business Unit.

ERIC Educational Resources Information Center

Forst, Leland

2000-01-01

Explains shared services, where common business practices are applied by a staff unit focused entirely on delivering needed services at the highest value and lowest cost to internal customers. Highlights include accountability; examples of pioneering shared services organizations; customer focus transition; relationship management; expertise…

77 FR 15086 - Privacy Act of 1974; System of Records

Federal Register 2010, 2011, 2012, 2013, 2014

2012-03-14

... Defense Intelligence Information System (DoDIIS) Customer Relationship Management System. The records will... instructions for submitting comments. * Mail: Federal Docket Management System Office, 4800 Mark Center Drive...

Quality evaluation in health care services based on customer-provider relationships.

PubMed

Eiriz, Vasco; Figueiredo, José António

2005-01-01

To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically. Systematic review of the literature. Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non-technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence). This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing-oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.

NPS and Online WOM: Investigating the Relationship Between Customers' Promoter Scores and eWOM Behavior.

PubMed

Raassens, Néomie; Haans, Hans

2017-08-01

The Net Promoter Score (NPS) is, according to Reichheld, the single most reliable indicator of company growth, and many companies use this recommendation-based technique for measuring customer loyalty. Despite its widespread adoption by many companies across multiple industries, the debate about NPS goes on. A major concern is that managers treat NPS as being equivalent across customers, which is often very misleading. By using a unique data set that combines customers' promoter scores and online word-of-mouth (eWOM) behavior, this research studies how individual customers' promoter scores are related to eWOM, including its relationship with the three categories of customers that are identified by the NPS paradigm (i.e., promoters, passives, and detractors). Based on a sample of 189 customers, their promoter scores and corresponding eWOM, the results show that there is a positive relationship between customers' promoter scores and the valence of online messages. Further, while detractors and promoters are homogeneous with respect to the valence of the eWOM messages they spread, passives show message valence heterogeneity. Thus, although passives, the largest group of customers, have no weight in calculating the NPS, our results reveal that companies should flag passives for further attention and action.

CRM as a General Practice of Every Business Organization

NASA Astrophysics Data System (ADS)

Ahmed, TS Ezaz; Prabhakar, D.

2012-11-01

Every business unit emphasizes on spurting a long term relationship with customers to nurture its stability in todayís blooming market. Customerís expectations are now not only limited to get best products and services, they also need a face-to-face business in which they want to receive exactly what they demand and in a quick time. Customer Relationship Management is an upright concept or strategy to solidify relations with customers and at the same time reducing cost and enhancing productivity and profitability in business. An ideal CRM system is a centralized collection all data sources under an organization and provides an atomistic real time vision of customer information. A CRM system is vast and significant, but it be can implemented for small business, as well as large enterprises also as the main goal is to assist the customers efficiently.

Customer-Provider Strategic Alignment: A Maturity Model

NASA Astrophysics Data System (ADS)

Luftman, Jerry; Brown, Carol V.; Balaji, S.

This chapter presents a new model for assessing the maturity of a ­customer-provider relationship from a collaborative service delivery perspective: the Customer-Provider Strategic Alignment Maturity (CPSAM) Model. This model builds on recent research for effectively managing the customer-provider relationship in IT service outsourcing contexts and a validated model for assessing alignment across internal IT service units and their business customers within the same organization. After reviewing relevant literature by service science and information systems researchers, the six overarching components of the maturity model are presented: value measurements, governance, partnership, communications, human resources and skills, and scope and architecture. A key assumption of the model is that all of the components need be addressed to assess and improve customer-provider alignment. Examples of specific metrics for measuring the maturity level of each component over the five levels of maturity are also presented.

Manage your human sigma.

PubMed

Fleming, John H; Coffman, Curt; Harter, James K

2005-01-01

If sales and service organizations are to improve, they must learn to measure and manage the quality of the employee-customer encounter. Quality improvement methodologies such as Six Sigma are extremely useful in manufacturing contexts, but they're less useful when it comes to human interactions. To address this problem, the authors have developed a quality improvement approach they refer to as Human Sigma. It weaves together a consistent method for assessing the employee-customer encounter and a disciplined process for managing and improving it. There are several core principles for measuring and managing the employee-customer encounter: It's important not to think like an economist or an engineer when assessing interactions because emotions inform both sides' judgments and behavior. The employee-customer encounter must be measured and managed locally, because there are enormous variations in quality at the work-group and individual levels. And to improve the quality of the employee-customer interaction, organizations must conduct both short-term, transactional interventions and long-term, transformational ones. Employee engagement and customer engagement are intimately connected--and, taken together, they have an outsized effect on financial performance. They therefore need to be managed holistically. That is, the responsibility for measuring and monitoring the health of employee-customer relationships must reside within a single organizational structure, with an executive champion who has the authority to initiate and manage change. Nevertheless, the local manager remains the single most important factor in local group performance. A local manager whose work group shows suboptimal performance should be encouraged to conduct interventions, such as targeted training, performance reviews, action learning, and individual coaching.

Organizational Culture in Community Colleges: Connecting Market Orientation, Quality, and Student Engagement

ERIC Educational Resources Information Center

McManimon, Debra J.

2012-01-01

To enhance their competitive advantage in the marketplace, many business leaders develop market orientation strategies designed to increase customer engagement. These market orientation strategies include improvement in service delivery, relationship management, customer satisfaction, and quality control methods. There is a lack of understanding…

Customer Relationship Management Systems - Why Many Large Companies Do Not Have Them?

NASA Astrophysics Data System (ADS)

Cunha, Manuela; Varajão, João; Santana, Daniela; Bentes, Isabel

Today's information technologies are heavily embedded in the reality of organizations. Their role is essential not only at the level of internal processes optimization, but also the interaction between the company and its environment. In this context, the Customer Relationship Management (CRM) systems are powerful competitive tools in many different sectors of activity. Despite the undeniable importance of these systems, there are in practice, many large companies that do not use them. Supported by the results of a survey carried out in a sample of large enterprises, this paper seeks to answer to the research question "why many large companies do not have CRM systems".

Relationship Quality Time: The Validation of a Relationship Quality Scale in Higher Education

ERIC Educational Resources Information Center

Snijders, Ingrid; Rikers, Remy M. J. P.; Wijnia, Lisette; Loyens, Sofie M. M.

2018-01-01

This study investigated the overall "quality" of the interpersonal relationship students have with faculty and staff, that is, relationship quality (RQ). In relationship management research, RQ is paramount for the creation of bonds with customers, which in turn is necessary for the sustainability of organizations, that is, continuity…

The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals.

PubMed

Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

2017-01-01

One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty.

75 FR 58416 - Statement of Organization, Functions and Delegations of Authority

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-24

..., customer service and system and analytical support. Chapter RU--Bureau of Clinician Recruitment and Service..., coordinates and evaluates Bureau-wide management activities; (3) maintains effective relationships within HRSA... including but not limited to the Bureau Web site, BCRS Call Center and customer service portal, and...

12 CFR Appendix D-2 to Part 208 - Interagency Guidelines Establishing Information Security Standards

Code of Federal Regulations, 2010 CFR

2010-01-01

... Relationships Risk Management Principles,” Nov. 1, 2001; FDIC FIL 68-99, Risk Assessment Tools and Practices for.... Definitions II. Standards for Safeguarding Customer Information A. Information Security Program B. Objectives III. Development and Implementation of Customer Information Security Program A. Involve the Board of...

76 FR 68796 - Proposed Collection; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2011-11-07

... Office of Management and Budget for extension and approval. Rule 15c1-5 states that any broker-dealer... trying to sell to or buy from a customer must give the customer written notification disclosing the control relationship at or before completion of the transaction. The Commission estimates that 241...

12 CFR Appendix F to Part 225 - Interagency Guidelines Establishing Information Security Standards

Code of Federal Regulations, 2010 CFR

2010-01-01

... Relationships Risk Management Principles,” Nov. 1, 2001; FDIC FIL 68-99, Risk Assessment Tools and Practices for.... Standards for Safeguarding Customer Information A. Information Security Program B. Objectives III. Development and Implementation of Customer Information Security Program A. Involve the Board of Directors B...

75 FR 44996 - Study Regarding Obligations of Brokers, Dealers, and Investment Advisers

Federal Register 2010, 2011, 2012, 2013, 2014

2010-07-30

... the varying scope and terms of retail customer relationships of brokers, dealers, investment advisers..., or overlaps in legal or regulatory standards in the protection of retail customers relating to the... INFORMATION CONTACT: Holly Hunter-Ceci, Division of Investment Management, at (202) 551-6825 or Emily Russell...

77 FR 2100 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2012-01-13

... issuer of a security that the broker-dealer is trying to sell to or buy from a customer must give the customer written notification disclosing the control relationship at or before completion of the... and Exchange Commission (``Commission'') has submitted to the Office of Management and Budget (``OMB...

78 FR 5781 - Privacy Act of 1974; System of Records

Federal Register 2010, 2011, 2012, 2013, 2014

2013-01-28

... users and organizations; and (6) an enterprise-class Customer Relationship Management platform to manage.... * Mail: Federal Docket Management System Office, 4800 Mark Center Drive, East Tower, 2nd Floor, Suite... Reform, the Senate Committee on Governmental Affairs, and the Office of Management and Budget (OMB...

How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance.

PubMed

Chen, Zhijun; Zhu, Jing; Zhou, Mingjian

2015-03-01

Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customer-focused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance. PsycINFO Database Record (c) 2015 APA, all rights reserved.

The grown-up patient. The new customer in dialysis or--how to handle the demanding and emancipated dialysis patient.

PubMed

Hippold, I

2001-01-01

The treatment of dialysis patients is under pressure. As a result of strict budgeting and increased administrative work, enhancement and the further development of the dialysis health care system is needed. An essential element of that development is a radical change in the patient/nurse relationship. Customer relationship management assumes that the patient is seen as a client, is encouraged to make decisions on their treatment and also emphasises the professionalism of nursing.

Build loyalty in business markets.

PubMed

Narayandas, Das

2005-09-01

Companies often apply consumer marketing solutions in business markets without realizing that such strategies only hamper the acquisition and retention of profitable customers. Unlike consumers, business customers inevitably need customized products, quantities, or prices. A company in a business market must therefore manage customers individually, showing how its products or services can help solve each buyer's problems. And it must learn to reap the enormous benefits of loyalty by developing individual relationships with customers. To achieve these ends, the firm's marketers must become aware of the different types of benefits the company offers and convey their value to the appropriate executives in the customer company. It's especially important to inform customers about what the author calls nontangible nonfinancial benefits-above-and-beyond efforts, such as delivering supplies on holidays to keep customers' production lines going. The author has developed a simple set of devices-the benefit stack and the decision-maker stack-to help marketers communicate their firm's myriad benefits. The vendor lists the benefits it offers, then lists the customer's decision makers, specifying their concerns, motivations, and power bases. By linking the two stacks, the vendor can systematically communicate how it will meet each decision-maker's needs. The author has also developed a tool called a loyalty ladder, which helps a company determine how much time and money to spend on relationships with various customers. As customers become increasingly loyal, they display behaviors in a predictable sequence, from growing the relationship and providing word-of-mouth endorsements to investing in the vendor company. The author has found that customers follow the same sequence of loyalty behaviors in all business markets.

Students as Clients in a Professional/Client Relationship.

ERIC Educational Resources Information Center

Bailey, Jeffrey J.

2000-01-01

Proposes the metaphor of professional/client rather than student-as-customer to characterize the relationship between professors and students. Uses examples of fitness trainer, management consultant, accounting service, and mountain guide to illustrate faculty and student roles. (SK)

Fulfilment of administrative and professional organisational obligations and nurses' customer-oriented behaviours.

PubMed

Trybou, Jeroen; Gemmel, Paul

2016-07-01

The aim of the study was to examine the relationship between the perceived quality of organisational exchange and nurses' customer-oriented behaviours. Hospitals face increasing competitive market conditions. Registered nurses interact closely with patients and therefore play an important front-office role towards patients. A cross-sectional study was conducted. Registered nurses (n = 151) of a Belgian hospital received a questionnaire to assess the fulfilment of administrative and professional organisational obligations and their customer-oriented behaviours. We found a positive relationship between psychological contract fulfilment and nurses' customer-oriented behaviours. More precisely administrative and professional psychological contract fulfilment relates significantly to nurses' service delivery and external representation. In case of internal influence only administrative psychological contract fulfilment was significantly related. Nurses' perceptions of the fulfilment of administrative and professional obligations are important to their customer-oriented behaviours. Nurse managers must be aware of the impact of fulfilling both administrative and professional obligations of registered nurses in order to optimise their customer-oriented behaviours. © 2016 John Wiley & Sons Ltd.

The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals

PubMed Central

Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

2017-01-01

Context: One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). Materials and Methods: This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Results: Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). Conclusions: For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty. PMID:28546971

[Application of marketing strategies for the management of public hospitals from the viewpoint of the staff members].

PubMed

Riveros S, Jorge; Berné M, Carmen

2006-03-01

The implementation of the marketing strategies in public hospitals provides management advantages and improves the relationship between customers and staff. To analyze the application of marketing strategies in a public hospital, from the perspective of the staff. A structured survey that asked about perceptions in 50 items about communication between personnel and customers/users, customer satisfaction, participation in the development of new policies and incentives for efficiency was applied to a stratified sample of the staff. Factorial and regression analyses were performed to define the impact of marketing strategies on the degree of preoccupation and orientation of the organization towards the satisfaction of customer needs. The survey was applied to 74 males and 122 females. The survey showed that the orientation of the hospital towards the satisfaction of its beneficiaries basically depends on the generation of an organizational culture oriented towards them and the implementation of adequate policies in staff management and quality of service. These basic aspects can be accompanied with practices associated to the new marketing approaches such as a market orientation, customer orientation and relational marketing. All these factors presented positive and significant relations. New marketing strategies should be applied, to achieve an efficient and customer oriented hospital management.

78 FR 14763 - Notice of Public Information Collection Requirements Submitted to OMB for Review

Federal Register 2010, 2011, 2012, 2013, 2014

2013-03-07

... Security may use a more formalized system to maintain the records, such as Customer Relationship Management..., Office of Management and Budget (OMB), Washington DC 20503. Copies of submission may be obtained by...: February 28, 2013. Alecia Sillah, Acting Chief, Bureau for Management, Office of Management Services...

Headquarters Air Force Material Command Customer Relationship Study

DTIC Science & Technology

2006-03-01

principles states, there are a “critical few and trivial many ( Heizer and Render , 2004:453).” The idea is to draw attention to the critical few or large...low frequency. They represent about 55% of the customer base and only 5% of the annual frequency ( Heizer and Render , 2004:453). The 66...customer,” AIIM E- Doc Magazine; July/August 2003,17,4. Heizer , Jay and Barry Render . “Principles of Operations Management,” 5th edition, New

Measuring Satisfaction in the Program Manager, Procuring Contracting Officer Relationship

DTIC Science & Technology

1997-12-01

understand customer satisfaction. In the early 1970s, consumer satisfaction began to emerge as a legitimate field of inquiry. Pfaff (as cited in Churchill...piece of correspondence and advertisement , as well as at all meetings. 2. Seek to delight their customers . These companies go out of their way to...were directed to analyze the extent to which their customers were satisfied with the agency’s products/services. To comply with this Executive Order

Data mining application in customer relationship management for hospital inpatients.

PubMed

Lee, Eun Whan

2012-09-01

This study aims to discover patients loyal to a hospital and model their medical service usage patterns. Consequently, this study proposes a data mining application in customer relationship management (CRM) for hospital inpatients. A recency, frequency, monetary (RFM) model has been applied toward 14,072 patients discharged from a university hospital. Cluster analysis was conducted to segment customers, and it modeled the patterns of the loyal customers' medical services usage via a decision tree. Patients were divided into two groups according to the variables of the RFM model and the group which had significantly high frequency of medical use and expenses was defined as loyal customers, a target market. As a result of the decision tree, the predictable factors of the loyal clients were; length of stay, certainty of selectable treatment, surgery, number of accompanying treatments, kind of patient room, and department from which they were discharged. Particularly, this research showed that when a patient within the internal medicine department who did not have surgery stayed for more than 13.5 days, their probability of being a classified as a loyal customer was 70.0%. To discover a hospital's loyal patients and model their medical usage patterns, the application of data-mining has been suggested. This paper suggests practical use of combining segmentation, targeting, positioning (STP) strategy and the RFM model with data-mining in CRM.

Data Mining Application in Customer Relationship Management for Hospital Inpatients

PubMed Central

2012-01-01

Objectives This study aims to discover patients loyal to a hospital and model their medical service usage patterns. Consequently, this study proposes a data mining application in customer relationship management (CRM) for hospital inpatients. Methods A recency, frequency, monetary (RFM) model has been applied toward 14,072 patients discharged from a university hospital. Cluster analysis was conducted to segment customers, and it modeled the patterns of the loyal customers' medical services usage via a decision tree. Results Patients were divided into two groups according to the variables of the RFM model and the group which had significantly high frequency of medical use and expenses was defined as loyal customers, a target market. As a result of the decision tree, the predictable factors of the loyal clients were; length of stay, certainty of selectable treatment, surgery, number of accompanying treatments, kind of patient room, and department from which they were discharged. Particularly, this research showed that when a patient within the internal medicine department who did not have surgery stayed for more than 13.5 days, their probability of being a classified as a loyal customer was 70.0%. Conclusions To discover a hospital's loyal patients and model their medical usage patterns, the application of data-mining has been suggested. This paper suggests practical use of combining segmentation, targeting, positioning (STP) strategy and the RFM model with data-mining in CRM. PMID:23115740

Customer involvement in greening the supply chain: an interpretive structural modeling methodology

NASA Astrophysics Data System (ADS)

Kumar, Sanjay; Luthra, Sunil; Haleem, Abid

2013-04-01

The role of customers in green supply chain management needs to be identified and recognized as an important research area. This paper is an attempt to explore the involvement aspect of customers towards greening of the supply chain (SC). An empirical research approach has been used to collect primary data to rank different variables for effective customer involvement in green concept implementation in SC. An interpretive structural-based model has been presented, and variables have been classified using matrice d' impacts croises- multiplication appliqué a un classement analysis. Contextual relationships among variables have been established using experts' opinions. The research may help practicing managers to understand the interaction among variables affecting customer involvement. Further, this understanding may be helpful in framing the policies and strategies to green SC. Analyzing interaction among variables for effective customer involvement in greening SC to develop the structural model in the Indian perspective is an effort towards promoting environment consciousness.

77 FR 22290 - Privacy Act of 1974; System of Records

Federal Register 2010, 2011, 2012, 2013, 2014

2012-04-13

... of Defense Intelligence Information System (DoDIIS) Customer Relationship Management.'' System.... * Mail: Federal Docket Management System Office, 4800 Mark Center Drive, East Tower, 2nd Floor, Suite... the Office of Management and Budget (OMB) pursuant to paragraph 4c of Appendix I to OMB Circular No. A...

47 CFR 0.61 - Functions of the Bureau.

Code of Federal Regulations, 2010 CFR

2010-10-01

... those relating to rates, technical standards, customer service, ownership, competition to cable systems... federal-state/local regulatory relationships. This includes: acting, after Commission assumption of... security, emergency management, disaster management, and related issues. [67 FR 13217, Mar. 21, 2002, as...

47 CFR 0.61 - Functions of the Bureau.

Code of Federal Regulations, 2014 CFR

2014-10-01

... those relating to rates, technical standards, customer service, ownership, competition to cable systems... federal-state/local regulatory relationships. This includes: acting, after Commission assumption of... security, emergency management, disaster management, and related issues. [67 FR 13217, Mar. 21, 2002, as...

47 CFR 0.61 - Functions of the Bureau.

Code of Federal Regulations, 2013 CFR

2013-10-01

... those relating to rates, technical standards, customer service, ownership, competition to cable systems... federal-state/local regulatory relationships. This includes: acting, after Commission assumption of... security, emergency management, disaster management, and related issues. [67 FR 13217, Mar. 21, 2002, as...

47 CFR 0.61 - Functions of the Bureau.

Code of Federal Regulations, 2012 CFR

2012-10-01

... those relating to rates, technical standards, customer service, ownership, competition to cable systems... federal-state/local regulatory relationships. This includes: acting, after Commission assumption of... security, emergency management, disaster management, and related issues. [67 FR 13217, Mar. 21, 2002, as...

47 CFR 0.61 - Functions of the Bureau.

Code of Federal Regulations, 2011 CFR

2011-10-01

... those relating to rates, technical standards, customer service, ownership, competition to cable systems... federal-state/local regulatory relationships. This includes: acting, after Commission assumption of... security, emergency management, disaster management, and related issues. [67 FR 13217, Mar. 21, 2002, as...

Management Development for Education: The Changing Role of Higher Education.

ERIC Educational Resources Information Center

Watson, Leonard E.

This paper considers trends in the relationship between English institutions of higher education and those who participate in them. It is suggested that a move from a client-professional toward a customer-provider relationship has occurred. A drawback of the client-professional model is the creation of unequal power relationships; the…

CRM Systems with Social Networking Capabilities: The Value of Incorporating a CRM 2.0 System in Sales/Marketing Education

ERIC Educational Resources Information Center

Wang, Xin; Dugan, Riley; Sojka, Jane

2013-01-01

Implementation of a customer relationship management (CRM) 2.0 system can provide both a valuable pedagogical tool and a needed skill set in a marketing and sales curriculum. A CRM 2.0 system incorporated in the sales and marketing curriculum can help manage relationships between students, practitioners, and faculty while teaching students a…

An information based approach to improving overhead imagery collection

NASA Astrophysics Data System (ADS)

Sourwine, Matthew J.; Hintz, Kenneth J.

2011-06-01

Recent growth in commercial imaging satellite development has resulted in a complex and diverse set of systems. To simplify this environment for both customer and vendor, an information based sensor management model was built to integrate tasking and scheduling systems. By establishing a relationship between image quality and information, tasking by NIIRS can be utilized to measure the customer's required information content. Focused on a reduction in uncertainty about a target of interest, the sensor manager finds the best sensors to complete the task given the active suite of imaging sensors' functions. This is done through determination of which satellite will meet customer information and timeliness requirements with low likelihood of interference at the highest rate of return.

Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses.

PubMed

Kim, Bogyun; Lee, Jia

2016-03-01

Current increase and complexity of medical tests and surgical procedures at outpatient department (OPD) require OPD nurses to have customer orientation focusing on various customers' interests and needs. The purpose of this study was to identify the factors associated with customer orientation in nurses working at OPD of hospitals. The study used a descriptive correlational design with cross-sectional survey. The study settings were four general hospitals in Seoul and its metropolitan area. Data were collected from 138 OPD nurses from general hospitals. Study variables were personal traits, emotional intelligence, internal marketing, service management and customer orientation. Factors associated with customer orientation were identified as conscientiousness from personal traits (β = .37, p < .001), emotional intelligence from individual characteristics (β = .21, p = .032), and internal marketing from environmental characteristics (β = .21, p = .001). Hospital administrators should support OPD nurses to cultivate sincere and sociable personal traits and emotional intelligence, and to consider employees as internal customers to improve patient-oriented services and satisfaction. Copyright © 2015. Published by Elsevier B.V.

Prediction of customer behaviour analysis using classification algorithms

NASA Astrophysics Data System (ADS)

Raju, Siva Subramanian; Dhandayudam, Prabha

2018-04-01

Customer Relationship management plays a crucial role in analyzing of customer behavior patterns and their values with an enterprise. Analyzing of customer data can be efficient performed using various data mining techniques, with the goal of developing business strategies and to enhance the business. In this paper, three classification models (NB, J48, and MLPNN) are studied and evaluated for our experimental purpose. The performance measures of the three classifications are compared using three different parameters (accuracy, sensitivity, specificity) and experimental results expose J48 algorithm has better accuracy with compare to NB and MLPNN algorithm.

Streamlining the Process of Acquiring Secure Open Architecture Software Systems

DTIC Science & Technology

2013-10-08

Microsoft.NET, Enterprise Java Beans, GNU Lesser General Public License (LGPL) libraries, and data communication protocols like the Hypertext Transfer...NetBeans development environments),  customer relationship management (SugarCRM),  database management systems (PostgreSQL, MySQL ),  operating

Employee customer orientation in context: how the environment moderates the influence of customer orientation on performance outcomes.

PubMed

Grizzle, Jerry W; Zablah, Alex R; Brown, Tom J; Mowen, John C; Lee, James M

2009-09-01

This empirical study evaluated the moderating effects of unit customer orientation (CO) climate and climate strength on the relationship between service workers' level of CO and their performance of customer-oriented behaviors (COBs). In addition, the study examined whether aggregate COB performance influences unit profitability. Building on multisource, multilevel data, the study's results suggest that the influence of employee CO on employee COB performance is positive when the unit's CO climate is relatively high and that the constructs are unrelated when unit CO climate is relatively low. In addition, the data reveal that unit COB performance influences unit profitability by enhancing revenues without a concomitant increase in costs. The study's results underscore the theoretical importance of considering cross-level influencers of employee-level relationships and suggest that managers should focus on creating a climate that is supportive of COBs if their units are to profit from the recruitment, hiring, and retention of customer-oriented employees.

Research on Customer Value Based on Extension Data Mining

NASA Astrophysics Data System (ADS)

Chun-Yan, Yang; Wei-Hua, Li

Extenics is a new discipline for dealing with contradiction problems with formulize model. Extension data mining (EDM) is a product combining Extenics with data mining. It explores to acquire the knowledge based on extension transformations, which is called extension knowledge (EK), taking advantage of extension methods and data mining technology. EK includes extensible classification knowledge, conductive knowledge and so on. Extension data mining technology (EDMT) is a new data mining technology that mining EK in databases or data warehouse. Customer value (CV) can weigh the essentiality of customer relationship for an enterprise according to an enterprise as a subject of tasting value and customers as objects of tasting value at the same time. CV varies continually. Mining the changing knowledge of CV in databases using EDMT, including quantitative change knowledge and qualitative change knowledge, can provide a foundation for that an enterprise decides the strategy of customer relationship management (CRM). It can also provide a new idea for studying CV.

An Analysis of the Impact of Total Quality Management on Employee Performance with mediating role of Process Innovation

NASA Astrophysics Data System (ADS)

Nadia Dedy, Aimie; Zakuan, Norhayati; Zaleha Omain, Siti; Rahim, Kamaruzzaman Abdul; Ariff, Mohd Shoki Md; Sulaiman, Zuraidah; Zameri Mat Saman, Muhamad

2016-05-01

TQM practices are important to provide customer satisfaction by improved product performance and sustained towards the organizational goal. The objective of this study was to analyse the relationship between TQM practices, process innovation and employee performance. In this study, six critical success factors of TQM have been identified namely customer focus, leadership, training, teamwork, communication, and top management. Based on thorough literature review, employee performances have been measured by two constructs which are job satisfaction and workplace environment. The study used methodology of quantitative approach. The questionnaires for this study were randomly distributed to 102 employees in the selected car manufacturer companies. The respondents were choosing from management team, supervisor, technician and others worker. Results of the study support the proposed hypotheses that there are significant relationship between TQM practices, process innovation and employee performance.

78 FR 51275 - Members of Senior Executive Service Performance Review Boards

Federal Register 2010, 2011, 2012, 2013, 2014

2013-08-20

..., Associate CIO, Strategy and Planning (IT) Julieta Garcia, Director, Customer Assistance, Relationships and...) Debra L. Nelson, Director, Management Services (IT) Nina E. Olson, National Taxpayer Advocate (TAS... Management Office (IT) David W. Stender, Associate CIO, Cybersecurity (IT) Peter J. Stipek, Director...

The Training of School Principals: Emerging Themes in England and Wales.

ERIC Educational Resources Information Center

Giles, Corrie

Professional development of senior staff in English and Welsh schools has traditionally involved universities and local education authorities (LEAs). This paper reviews the development of education-management courses--the client-professional relationship, the customer-provider relationship (or market-forces model), and the partnership…

77 FR 39529 - Proposed Collection; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2012-07-03

... time of establishing a customer relationship with a consumer and not less than annually during the continuation of such relationship, a financial institution shall provide a clear and conspicuous disclosure to... to the Office of Management and Budget for extension and approval. The privacy notice and opt out...

Managing retention.

PubMed

Carter, Tony

2007-01-01

To build this process it is necessary to consult customers for preferences, build familiarity and knowledge to build a relationship and conduct business in a customized fashion. The process takes every opportunity to build customer satisfaction with each customer contact. It is an important process to have, since customers today are more demanding, sophisticated, educated and comfortable speaking to the company as an equal (Belk, 2003). Customers have more customized expectations so they want to be reached as individuals (Raymond and Tanner, 1994). Also, a disproportionate search for new business is costly. The cost to cultivate new customers is more than maintaining existing customers (Cathcart, 1990). Other reasons that customer retention is necessary is because many unhappy customers will never buy again from a company that dissatisfied them and they will communicate their displeasure to other people. These dissatisfied customers may not even convey their displeasure but without saying anything just stop doing business with that company, which may keep them unaware for some time that there is any problem (Cathcart, 1990).

The quest for customer focus.

PubMed

Gulati, Ranjay; Oldroyd, James B

2005-04-01

Companies have poured enormous amounts of money into customer relationship management, but in many cases the investment hasn't really paid off. That's because getting closer to customers isn't about building an information technology system. It's a learning journey-one that unfolds over four stages, requiring people and business units to coordinate in progressively more sophisticated ways. The journey begins with the creation of a companywide repository containing each interaction a customer has with the company, organized not by product, purchase, or location, but by customer. Communal coordination is what's called for at this stage, as each group contributes its information to the data pool separately from the others and then taps into it as needed. In the second stage, one-way serial coordination from centralized IT through analytical units and out to the operating units allows companies to go beyond just assembling data to drawing inferences. In stage three, companies shift their focus from past relationships to future behavior. Through symbiotic coordination, information flows back and forth between central analytic units and various organizational units like marketing, sales, and operations, as together they seek answers to questions like "How can we prevent customers from switching to a competitor?" and "Who would be most likely to buy a new product in the future"? In stage four, firms begin to move past discrete, formal initiatives and, through integral coordination, bring an increasingly sophisticated understanding oftheir customers to bear in all day-to-day operations. Skipping stages denies organizations the sure foundation they need to build a lasting customer-focused mind-set. Those that recognize this will invest their customer relationship dollars much more wisely-and will see their customer-focusing efforts pay offon the bottom line.

Work activity in food service: The significance of customer relations, tipping practices and gender for preventing musculoskeletal disorders.

PubMed

Laperrière, Ève; Messing, Karen; Bourbonnais, Renée

2017-01-01

Some evidence shows that food servers are exposed to an elevated risk of musculoskeletal disorders and injuries, and that their work activity varies by gender. Interviews of servers and observations of food service in Québec, Canada, were carried out in three restaurants and a questionnaire was administered to 64 workers from 44 other restaurants. The relationship with the customer has specific effects on work activity and transforms the physical, emotional and cognitive work. Strategies intended to speed service or otherwise related to the customer relationship can involve health risks. Women reported more direct food service (p < 0.01), a tendency to do more "housekeeping" tasks (p < 0.07) and fewer hours of work per week (p < 0.01). Women workers reported experiencing more sites of pain (p < 0.003). This exploratory study suggests that managing the server-customer relationship could be important in preventing musculoskeletal disorders in this population and that women are at particular risk. Copyright © 2016 Elsevier Ltd. All rights reserved.

Study of relationship between the organizational structure and market orientation from the viewpoint of nurse managers.

PubMed

Bahadori, Mohammadkarim; Yaghoubi, Maryam; Javadi, Marzieh; Rahimi, Zahreh Agha

2015-01-01

Considering globalization of health care and quality improvement trend to respond to competition and customer orientation, attention to organizational structure and its relationship with market orientation is essential. Therefore, this study reviews the relationship between organizational structure and market orientation in selected hospitals of Isfahan (Iran). This study was a descriptive survey. The study population comprised nurse managers from selected hospitals (n = 80). Data collection tools were two questionnaires (market orientation questionnaire and organizational structure) that the validity and reliability were confirmed (r = 0.83 for market orientation questionnaire and r = 0.87 for organizational structure). SPSS (Ver. 16) software was used for the analyses. The mean score of organizational structure was 65.4 (11.2) and total mean of market orientation was 51.14 (17.6). All aspects of the organizational structure (Organization Centralization, Formalization in Organization, and Organization Complication) and market orientation (responding to competition, accountability, customer satisfaction, intelligent organization)-except by responding to clients with Formalization in Organization-as well as all aspects of the Systemic attitude (the system of internal coordination and communication systems_ and market orientation (responding to competition, accountability, customer satisfaction, intelligent organization), there was a meaningful relationship (P < 0.05). Market orientation and its dimensions have a significant relationship with organizational structure and can lead managers' view to the analysis and recognizing elements of success and achievement to goals. With increasing competition in markets, globalization of health services, and presence in international markets and more attention to patients' satisfaction, hospitals need to understand and use of market orientation in order to promote quality and services in the health care system.

26 CFR 1.475-0 - Table of contents.

Code of Federal Regulations, 2010 CFR

2010-04-01

... of corrections. § 1.475(c)-1Definitions—dealer in securities. (a) Dealer-customer relationship. (1... value. (3) Management of a business as a dealer. (4) Significant use. (k) Retention and production of... deemed identified as held for investment. (1) In general. (2) Relationships. (i) General rule. (ii...

31 CFR 561.404 - Significant transaction or transactions; significant financial services; significant financial...

Code of Federal Regulations, 2012 CFR

2012-07-01

... Central Bank of Iran, or a designated Iranian financial institution in a direct customer relationship..., or financial transaction is performed with the involvement or approval of management or only by... Iran, or a designated Iranian financial institution indirectly or in a tertiary relationship. (e...

26 CFR 1.475-0 - Table of contents.

Code of Federal Regulations, 2012 CFR

2012-04-01

... of corrections. § 1.475(c)-1Definitions—dealer in securities. (a) Dealer-customer relationship. (1...) Financial statement value. (3) Management of a business as a dealer. (4) Significant use. (k) Retention and...) Securities deemed identified as held for investment. (1) In general. (2) Relationships. (i) General rule. (ii...

Managing Colleges into the Next Century. Coombe Lodge Report.

ERIC Educational Resources Information Center

Brace, Diane; And Others

1990-01-01

This document contains seven papers about managing Great Britain's further education colleges in the next century. The papers examine a wide range of administrative issues, including building on human resources investments through strategic planning, maintaining relationships with local education authorities, customer satisfaction as a marketing…

It's Bandwagon Time

ERIC Educational Resources Information Center

Panettieri, Joseph C.

2008-01-01

Colleges and universities worldwide are turning to the hosted Software as a Service (SaaS) model and saying goodbye to issues like patch management and server optimization. Generally, SaaS involves applications (such as customer relationship management (CRM), enterprise resource planning (ERP), and e-mail) offered by a hosting provider. In this…

Headquarters Air Force Material Command Customer Relationship Management

DTIC Science & Technology

2006-06-01

important feedback about quality and acceptability of the service . The process orientation allows an organization to look at what the contributions of...ENS/06-17 Abstract The purpose of this research was to determine what was important to Air Force Material Command’s (AFMC) external...is instrumental in writing and administering a survey designed to determine what the keys issues are with AFMC’s customers. The

Get inside the lives of your customers.

PubMed

Seybold, P B

2001-05-01

Many companies have become adept at the art of customer relationship management. They've collected mountains of data on preferences and behavior, divided buyers into ever-finer segments, and refined their products, services, and marketing pitches. But all too often those efforts are too narrow--they concentrate only on the points where the customer comes into contact with the company. Few businesses have bothered to look at what the author calls the customer scenario--the broad context in which customers select, buy, and use products and services. As a result, consultant Patricia Seybold maintains, they've routinely missed chances to deepen loyalty and expand sales. In this article, the author shows how effective three very different companies have been at using customer scenarios as the centerpiece of their marketing plans. Chip maker National Semiconductor looked beyond the purchasing agents that buy in bulk to find ways to make it easier for engineers to design National's components into their specifications for mobile telephones. Each time they do so, it translates into millions of dollars in orders. By developing a customer scenario that describes how people actually shop for groceries, Tesco learned the importance of decentralizing its Web shopping site and how the extra costs of decentralization could be outweighed by the higher profit margins on-line customers generate. And Buzzsaw.com used customer scenarios as the basis for its entire business. It has used the Web to create a better way for the dozens of participants in a construction project to share their drawings and manage their projects. Seybold lays out the steps managers can take to develop their own customer scenarios. By thinking broadly about the challenges your customers face, she suggests, you can almost always find ways to make their lives easier--and thus earn their loyalty.

76 FR 30707 - Information Collections Being Submitted for Review and Approval to the Office of Management and...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-05-26

...) includes personally identifiable information derived from a customer's relationship with a provider of... to the Office of Management and Budget AGENCY: Federal Communications Commission. ACTION: Notice and.... Fraser, Office of Management and Budget, via fax at 202-395-5167 or via e-mail to [email protected

Manager personality, manager service quality orientation, and service climate: test of a model.

PubMed

Salvaggio, Amy Nicole; Schneider, Benjamin; Nishii, Lisa H; Mayer, David M; Ramesh, Anuradha; Lyon, Julie S

2007-11-01

This article conceptually and empirically explores the relationships among manager personality, manager service quality orientation, and climate for customer service. Data were collected from 1,486 employees and 145 managers in grocery store departments (N = 145) to test the authors' theoretical model. Largely consistent with hypotheses, results revealed that core self-evaluations were positively related to managers' service quality orientation, even after dimensions of the Big Five model of personality were controlled, and that service quality orientation fully mediated the relationship between personality and global service climate. Implications for personality and organizational climate research are discussed. (c) 2007 APA

A pilot study comparing custom contoured and planar support surfaces for pressure ulcer risk over the heels for night time postural management using interface pressure mapping and discomfort scores.

PubMed

Hosking, J

2017-08-01

Custom contouring techniques are effective for reducing pressure ulcer risk in wheelchair seating. These techniques may assist the management of pressure ulcer risk during sleep for night time postural management. To investigate the effectiveness of custom contoured night time postural management components against planar support surfaces for pressure ulcer risk measures over the heels. Supine posture was captured from five healthy participants using vacuum consolidation and 3-dimensional laser scanning. Custom contoured abduction wedges were carved from polyurethane and chipped foams. Pressure mapping and the visual analog scale were used to evaluate the effectiveness of the contoured foams in reducing pressure and discomfort under the posterior heel against standard planar support surfaces. Custom contoured shapes significantly reduced interface pressures (p < 0.05) and discomfort scores (p < 0.05) when compared to planar support surfaces. Polyurethane foam was the most effective material but it did not differ significantly from chipped foam. Linear regression revealed a significant relationship between the Peak Pressure Index and discomfort scores (r = 0.997, p = 0.003). The findings of this pilot study suggested that custom contoured shapes were more effective than planar surfaces at reducing pressure ulcer risk surrogate measures over the posterior heels with polyurethane foam being the most effective material investigated. It is recommended that Evazote foam should not be used as a support surface material for night time postural management. Crown Copyright © 2017. Published by Elsevier Ltd. All rights reserved.

Technology usage, quality management system, and service quality in Thailand.

PubMed

Sivabrovornvatana, Nilubon; Siengthai, Sununta; Krairit, Donyaprueth; Paul, Himangshu

2005-01-01

This article aims to explore the relationship between technology and quality management for enhancing Thai hospital service quality. The paper presents the findings of an exploratory study that investigates service quality from the customer and service provider perception. In-depth interviews were conducted with respondents in Thai hospitals. The interviews explored service-related factors that patients and service providers perceive to be important for hospital services. The first interview group consisted of professionals as internal customers in direct contact with external customers, while the second group consisted of external customers of the same hospitals. The study's outcomes clearly suggest factors that make significant contribution to service quality. These factors can be categorized according to five SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibility), although some factors required slightly different interpretation. The findings suggest that hospitals can develop an appropriate approach to their advantage, which can yield sustainable improvement in service quality as perceived by patients and professionals. Hospitals can make better quality decisions based on structured measurement and knowledge. It is recommended that managers apply this knowledge for successful implementation of activities related to service quality in their organizations.

Customization in Schooling Markets: The Relationship between Curriculum and Pedagogy in a "Pop-Up" Learning Project, and the Epistemic Opportunities Afforded by Students' Interests and Backgrounds

ERIC Educational Resources Information Center

Hayes, Debra

2013-01-01

Schooling markets prioritize the needs of valued "customers". In Australia, this has resulted in a proliferation of learning interventions aimed at attracting and holding students perceived to fall into this category, and managing those who don't. In this paper, I attempt two main tasks: a description of the large-scale processes…

Maximize Institutional Relationships with CRMs. CDS Spotlight Report. ECAR Research Bulletin

ERIC Educational Resources Information Center

Lang, Leah; Pirani, Judith A.

2014-01-01

This Spotlight focuses on data from the 2013 Core Data Service (CDS) to better understand how higher education institutions approach customer relationship management (CRM) systems. Information provided for this Spotlight was derived from Module 8 of the Core Data survey, which asked several questions regarding information systems and applications.…

31 CFR 561.404 - Significant transaction or transactions; significant financial services; significant financial...

Code of Federal Regulations, 2013 CFR

2013-07-01

... financial institution, NIOC, or NICO in a direct customer relationship generally would be of greater... performed with the involvement or approval of management or only by clerical personnel; and (2) Whether the... designated Iranian financial institution, NIOC, or NICO indirectly or in a tertiary relationship. (e) Impact...

31 CFR 561.404 - Significant transaction or transactions; significant financial services.

Code of Federal Regulations, 2011 CFR

2011-07-01

... institution provides brokerage or clearing services to such a blocked person in a direct customer relationship...) are performed with the involvement or approval of management or only by clerical personnel; and (2... institution provides to such a blocked person in an indirect or tertiary relationship. (e) Impact. The impact...

Employee retention: a customer service approach.

PubMed

Gerson, Richard F

2002-01-01

Employee retention is a huge problem. There are staff shortages in radiology because not enough people are entering the profession; too many people are leaving the profession for retirement, higher-paying jobs or jobs with less stress; and there are not enough opportunities for career advancement. Staff shortages are exacerbated by difficulty in retaining people who enter the profession. While much work has been focused on recruitment and getting more people "in the front door," I suggest that the bulk of future efforts be focused on employee retention and "closing the back door." Employee retention must be an ongoing process, not a program. Approaches to employee retention that focus on external things, i.e., things that the company can do to or for the employee, generally are not successful. The truth is that employee retention processes must focus on what the employee gets out of the job. The process must be a benefits-based approach that helps employees answer the question, "What's in it for me?" The retention processes must be ongoing and integrated into the daily culture of the company. The best way to keep your employees is to treat them like customers. Customer service works for external customers. We treat them nicely. We work to satisfy them. We help them achieve their goals. Why not do the same for our employees? If positive customer service policies and practices can satisfy and keep external customers, why not adapt these policies and practices for employees? And, there is a service/satisfaction link between employee retention and higher levels of customer satisfaction. Customers prefer dealing with the same employees over and over again. Employee turnover destroys a customer's confidence in the company. Just like a customer does not want to have to "train and educate" a new provider, they do not want to do the same for your "revolving door" employees. So, the key is to keep employees so they in turn will help you keep your customers. Because the techniques of this process mirror the activities of customer service and customer relationship management, I call the combined process C/ERM for customer/employee relationship management. Both activities must be going on simultaneously to create a loyalty link that ensures customer satisfaction and retention through employee service, satisfaction and retention.

Creating a successful relationship with customers.

PubMed

Cotton, L; Sparrow, E

1998-01-01

In 1997, several employers commissioned an inpatient survey for a group of businesses that included hospitals in southeast Michigan. Its results indicated that the University of Michigan Health System (UMHS) needed to become more customer-focused. To meet this challenge, UMHS mandated that customer service to its patients and their families should be its first priority. A pilot project in the radiology department's pediatric division was established to recognize and reward employees for outstanding service to customers. The program is now used to reward employees throughout the radiology department, on the assumption that when employees feel special, so will their customers. Management's focus is on employees--they are the health system. The department also invested in employee development, a continuous training program that centers on customer service and teaches tools and skills for better communication. The goal of the development program at UMHS is to exceed the needs of its customers.

Program Manager: Journal of the Defense Systems Management College. Volume 19, Number 4, July-August 1990

DTIC Science & Technology

1990-08-01

officials making process, innovation, integ- would be focused on customer were committed, as well as the Con- rity, and accountability. satisrceion...staff in the Department of The bill contains the following - Research and Information at the Defensetion which has as its goal to make S ms Managmnt Cov...Cost/Quantity Dynamics There is a necessary relationship 7 between unit costs and quantities procured, and the budget changes made. This relationship

17 CFR 240.15c3-5 - Risk management controls for brokers or dealers with market access.

Code of Federal Regulations, 2011 CFR

2011-04-01

... determining that such customer, based on its position in the transaction and relationship with an ultimate... 17 Commodity and Securities Exchanges 3 2011-04-01 2011-04-01 false Risk management controls for... Markets § 240.15c3-5 Risk management controls for brokers or dealers with market access. (a) For the...

17 CFR 240.15c3-5 - Risk management controls for brokers or dealers with market access.

Code of Federal Regulations, 2012 CFR

2012-04-01

... determining that such customer, based on its position in the transaction and relationship with an ultimate... 17 Commodity and Securities Exchanges 3 2012-04-01 2012-04-01 false Risk management controls for... Markets § 240.15c3-5 Risk management controls for brokers or dealers with market access. (a) For the...

Bottom-feeding for blockbuster businesses.

PubMed

Rosenblum, David; Tomlinson, Doug; Scott, Larry

2003-03-01

Marketing experts tell companies to analyze their customer portfolios and weed out buyer segments that don't generate attractive returns. Loyalty experts stress the need to aim retention programs at "good" customers--profitable ones- and encourage the "bad" ones to buy from competitors. And customer-relationship-management software provides ever more sophisticated ways to identify and eliminate poorly performing customers. On the surface, the movement to banish unprofitable customers seems reasonable. But writing off a customer relationship simply because it is currently unprofitable is at best rash and at worst counterproductive. Executives shouldn't be asking themselves, How can we shun unprofitable customers? They need to ask, How can we make money off the customers that everyone else is shunning? When you look at apparently unattractive segments through this lens, you often see opportunities to serve those segments in ways that fundamentally change customer economics. Consider Paychex, a payroll-processing company that built a nearly billion-dollar business by serving small companies. Established players had ignored these customers on the assumption that small companies couldn't afford the service. When founder Tom Golisano couldn't convince his bosses at Electronic Accounting Systems that they were missing a major opportunity, he started a company that now serves 390,000 U.S. customers, each employing around 14 people. In this article, the authors look closely at bottom-feeders--companies that assessed the needs of supposedly unattractive customers and redesigned their business models to turn a profit by fulfilling those needs. And they offer lessons other executives can use to do the same.

Antecedents of Corporate Environmental Commitments: The Role of Customers.

PubMed

Afshar Jahanshahi, Asghar; Brem, Alexander

2018-06-06

The management of natural environments has become a fundamental issue for companies in recent years. A firm’s environmental commitment affects all levels of its operation. In this study, we investigated whether having an effective and constant relationship with customers over time (customer capital) makes a difference to firms with a high environmental commitment compared with less environmentally committed firms. We found support for our idea by using original survey data from 149 small and medium-sized enterprises (SMEs) in Iran (2016⁻2017). Furthermore, we found that customer capital enhances environmental collaboration with customers which, in turn, has a positive impact on the firm’s environmental commitments. These findings provide empirical evidence for the important role of “getting closer to customers” as a way of enhancing corporate environmental responsibility in developing countries with weak institutional environments.

The study of the relationship between value creation and customer loyalty with the role of trust moderation and customer satisfaction in Sari hospitals.

PubMed

Rahmani, Zienolabedin; Ranjbar, Mansour; Gara, Ali Asgar Nadi; Gorji, Mohammad Ali Heidari

2017-06-01

Healthcare providers are competitive, owing to heightened customers' awareness and expectations of health care services. The aim of this study was to determine the relationship between customer value creation and loyalty with mediator trust and customer satisfaction. This is a cross sectional survey study. Participants were 196 patients referred to private hospitals in Sari city, Iran from May to June 2014 which were selected by convenience sampling method. Data were collected using questionnaires. Data were analyzed using the structural equation modeling software Smart PLS. The results revealed a relationship between customer value creation and customer loyalty in a Sari city private hospital, and customer satisfaction and trust, mediate the relationship between customer value creation and customer loyalty. The results also revealed significant positive relationship between customer satisfaction and trust (p=0.000 r=0.585). customer satisfaction and trust mediate the relationship between customer value creation and customer loyalty.

Measuring the Impact of Data Mining on Churn Management.

ERIC Educational Resources Information Center

Lejeune, Miguel A. P. M.

2001-01-01

Churn management is a concern for businesses, particularly in the digital economy. A customer relationship framework is proposed to help deal with churn issues. The model integrates the electronic channel and involves four tools for enhancing data collection, data treatment, data analysis and data integration in the decision-making process.…

75 FR 37757 - Frozen Warmwater Shrimp From Vietnam: Initiation and Preliminary Results of Changed-Circumstances...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-06-30

... including, but not limited to, changes in management, production facilities, supplier relationships, and customer base. See Industrial Phosphoric Acid From Israel: Final Results of Antidumping Duty Changed... Corp. is the successor-in- interest to Phuong Nam Co., Ltd. With respect to management prior to and...

41 CFR 102-85.20 - What does an Occupancy Agreement (OA) do?

Code of Federal Regulations, 2010 CFR

2010-07-01

... defines GSA's relationship with each customer agency and: (a) Establishes specific financial terms... 41 Public Contracts and Property Management 3 2010-07-01 2010-07-01 false What does an Occupancy Agreement (OA) do? 102-85.20 Section 102-85.20 Public Contracts and Property Management Federal Property...

41 CFR 102-85.20 - What does an Occupancy Agreement (OA) do?

Code of Federal Regulations, 2014 CFR

2014-01-01

... defines GSA's relationship with each customer agency and: (a) Establishes specific financial terms... 41 Public Contracts and Property Management 3 2014-01-01 2014-01-01 false What does an Occupancy Agreement (OA) do? 102-85.20 Section 102-85.20 Public Contracts and Property Management Federal Property...

41 CFR 102-85.20 - What does an Occupancy Agreement (OA) do?

Code of Federal Regulations, 2011 CFR

2011-01-01

... defines GSA's relationship with each customer agency and: (a) Establishes specific financial terms... 41 Public Contracts and Property Management 3 2011-01-01 2011-01-01 false What does an Occupancy Agreement (OA) do? 102-85.20 Section 102-85.20 Public Contracts and Property Management Federal Property...

41 CFR 102-85.20 - What does an Occupancy Agreement (OA) do?

Code of Federal Regulations, 2012 CFR

2012-01-01

... defines GSA's relationship with each customer agency and: (a) Establishes specific financial terms... 41 Public Contracts and Property Management 3 2012-01-01 2012-01-01 false What does an Occupancy Agreement (OA) do? 102-85.20 Section 102-85.20 Public Contracts and Property Management Federal Property...

41 CFR 102-85.20 - What does an Occupancy Agreement (OA) do?

Code of Federal Regulations, 2013 CFR

2013-07-01

... defines GSA's relationship with each customer agency and: (a) Establishes specific financial terms... 41 Public Contracts and Property Management 3 2013-07-01 2013-07-01 false What does an Occupancy Agreement (OA) do? 102-85.20 Section 102-85.20 Public Contracts and Property Management Federal Property...

You catch more flies with sugar...marketing RIM

DOE Office of Scientific and Technical Information (OSTI.GOV)

KEENEN,MARTHA JANE

There is a difference between marketing and selling. Marketing is finding out what the customer wants and/or needs and showing that customer how a product meets those needs. Modifying or repackaging the product may be required to make its utility clear to the customer. When it is, they'll buy because they, on their own, want it. Selling is pushing a product on the customer for reasons of profit, compliance, the way things have always been done here, or any others. When one markets, a relationship is built. This isn't about a one-time sale, it's about getting those records into safekeepingmore » and customers trusting us to give them back, retrieve them, the way that customer needs them, when and how that customer needs them. This is a trust building exercise that has long-term as well as short-term actions and reactions all aligned toward that interdependent relationship between customers and us, the recorded information managers. Marketing works better than selling because human beings don't like to be pushed...think door-to-door sales people and evaluate emotions. Are they positive? Go a step further. No one likes to be told to do what's good for you? Which brings us to the fundamental marketing, as opposed to sales, principle: What's In It For Me? Commonly called the WIIFM of Wiff-em principle in marketing and entrepreneurship texts and classes.« less

Can there be mutual support between hospital marketing and continuous quality improvement?

PubMed

Weiland, D E

1992-01-01

Marketing the results of continuous quality improvement in hospitals builds a growing bank of loyal customers in an increasingly competitive and quality-oriented environment: If healthcare institutions want to survive and flourish, they must develop a lasting relationship with their customers. The long-term goal of CQI is to provide quality products and services. If marketing managers can sell these improved services, hospitals will build a solid client foundation.

Is your company ready for one-to-one marketing?

PubMed

Peppers, D; Rogers, M; Dorf, B

1999-01-01

One-to-one marketing, also known as relationship marketing, promises to increase the value of your customer base by establishing a learning relationship with each customer. The customer tells you of some need, and you customize your product or service to meet it. Every interaction and modification improves your ability to fit your product to the particular customer. Eventually, even if a competitor offers the same type of service, your customer won't be able to enjoy the same level of convenience without taking the time to teach your competitor the lessons your company has already learned. Although the theory behind one-to-one marketing is simple, implementation is complex. Too many companies have jumped on the one-to-one band-wagon without proper preparation--mistakenly understanding it as an excuse to badger customers with excessive telemarketing and direct mail campaigns. The authors offer practical advice for implementing a one-to-one marketing program correctly. They describe four key steps: identifying your customers, differentiating among them, interacting with them, and customizing your product or service to meet each customer's needs. And they provide activities and exercises, to be administered to employees and customers, that will help you identify your company's readiness to launch a one-to-one initiative. Although some managers dismiss the possibility of one-to-one marketing as an unattainable goal, even a modest program can produce substantial benefits. This tool kit will help you determine what type of program your company can implement now, what you need to do to position your company for a large-scale initiative, and how to set priorities.

The study of the relationship between value creation and customer loyalty with the role of trust moderation and customer satisfaction in Sari hospitals

PubMed Central

Rahmani, Zienolabedin; Ranjbar, Mansour; Gara, Ali Asgar Nadi; gorji, Mohammad Ali Heidari

2017-01-01

Background Healthcare providers are competitive, owing to heightened customers’ awareness and expectations of health care services. Objective The aim of this study was to determine the relationship between customer value creation and loyalty with mediator trust and customer satisfaction. Methods This is a cross sectional survey study. Participants were 196 patients referred to private hospitals in Sari city, Iran from May to June 2014 which were selected by convenience sampling method. Data were collected using questionnaires. Data were analyzed using the structural equation modeling software Smart PLS. Results The results revealed a relationship between customer value creation and customer loyalty in a Sari city private hospital, and customer satisfaction and trust, mediate the relationship between customer value creation and customer loyalty. The results also revealed significant positive relationship between customer satisfaction and trust (p=0.000 r=0.585). Conclusion customer satisfaction and trust mediate the relationship between customer value creation and customer loyalty. PMID:28848619

Communications and Web services: What do CDC users desire in partner relationship management and does CDC's PHIN Directory meet the need?

PubMed

Cervone, Maria A; Savel, Thomas G

2006-01-01

The National Center on Birth Defects and Developmental Disabilities (NCBDDD) at the Centers for Disease Control and Prevention (CDC) sought to establish a database to proactively manage their partner relationships with external organizations. A user needs analysis was conducted, and CDC's Public Health Information Network Directory (PHINDIR) was evaluated as a possible solution. PHINDIR could sufficiently maintain contact information but did not address customer relationships; however, its flexible architecture allows add-on applications via web services. Thus, NCBDDD's needs could be met via PHINDIR.

When it comes to measuring value, few HMOs can make the grade.

PubMed

MacStravic, S

2001-01-01

Like all organizations, managed care organizations (MCOs) must deliver value to customers, and to be sure of keeping them, ensure those customers know they have gained value. MCOs can choose any mix of insurance, protection, or experience value from particular encounters with customers, or durable value from their relationship with customers. Many have done a good job of tracking and enabling employers to appreciate the impact they have had on business performance, but few have done the same for the health and quality-of-life they deliver to consumers. MCOs already participate in the delivery of significant and enduring life value to consumers. It makes sense to track and remind consumers of the positive differences MCOs make, and thereby obtain member satisfaction, retention, and loyalty benefits, as well as image improvements for managed care as a whole. Some simple and inexpensive options for both tracking and reminding consumers are offered for consideration, including personalized annual health reports.

75 FR 5328 - Agency Information Collection Request; 60-Day Public Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2010-02-02

... center (REC) will be provided with a customer relationship management (CRM) software tool, which they... selecting a CRM vendor. Once this is completed it will submit the specific reports for clearance. [[Page...

32 CFR 231.4 - General provisions.

Code of Federal Regulations, 2010 CFR

2010-07-01

... establish an ongoing relationship with installation security authorities on all matters of asset protection... advertising, mailings or telecommunications to reach their customers. (6) Advertising in government-funded... Account (ITGA) depository), the financial institution shall satisfy the risk management standard...

29 CFR 2550.408b-19 - Statutory exemption for cross-trading of securities.

Code of Federal Regulations, 2011 CFR

2011-07-01

... any other agreement or disclosure involving the asset management relationship. For purposes of section... customer or pooled fund or account. (2) The term “compliance officer” means an individual designated by the...

Financial health and customer satisfaction in private health care providers in Brazil.

PubMed

Schiozer, Rafael Felipe; Saito, Cristiana Checchia; Saito, Richard

2011-11-01

This paper analyzes the relationship between the financial health and organizational form of private health care providers in Brazil. It also examines the major determinants of customer satisfaction associated with the provider's organizational form. An adjusted Altman's z-score is used as an indicator of financial health. A proxy variable based on customer complaints filed at the Brazilian National Agency for Supplementary Health is used as an indicator for customer satisfaction. The study uses a sample of 270 private health care providers and their operations over the period 2003-2005. Panel data analysis includes control variables related to market, operations, and management. Principal results indicate that: (1) private health care providers benefit from economies of scale; (2) self-funded health plans have better financial health; (3) spending on marketing does not have a significant impact on customer satisfaction in Brazil; (4) weak empirical evidence exists showing that good financial performance enhances customer's satisfaction.

Information logistics: A production-line approach to information services

NASA Technical Reports Server (NTRS)

Adams, Dennis; Lee, Chee-Seng

1991-01-01

Logistics can be defined as the process of strategically managing the acquisition, movement, and storage of materials, parts, and finished inventory (and the related information flow) through the organization and its marketing channels in a cost effective manner. It is concerned with delivering the right product to the right customer in the right place at the right time. The logistics function is composed of inventory management, facilities management, communications unitization, transportation, materials management, and production scheduling. The relationship between logistics and information systems is clear. Systems such as Electronic Data Interchange (EDI), Point of Sale (POS) systems, and Just in Time (JIT) inventory management systems are important elements in the management of product development and delivery. With improved access to market demand figures, logisticians can decrease inventory sizes and better service customer demand. However, without accurate, timely information, little, if any, of this would be feasible in today's global markets. Information systems specialists can learn from logisticians. In a manner similar to logistics management, information logistics is concerned with the delivery of the right data, to the ring customer, at the right time. As such, information systems are integral components of the information logistics system charged with providing customers with accurate, timely, cost-effective, and useful information. Information logistics is a management style and is composed of elements similar to those associated with the traditional logistics activity: inventory management (data resource management), facilities management (distributed, centralized and decentralized information systems), communications (participative design and joint application development methodologies), unitization (input/output system design, i.e., packaging or formatting of the information), transportations (voice, data, image, and video communication systems), materials management (data acquisition, e.g., EDI, POS, external data bases, data entry) and production scheduling (job, staff, and project scheduling).

Information Systems Integration and Enterprise Application Integration (EAI) Adoption: A Case from Financial Services

ERIC Educational Resources Information Center

Lam, Wing

2007-01-01

Increasingly, organizations find that they need to integrate large number of information systems in order to support enterprise-wide business initiatives such as e-business, supply chain management and customer relationship management. To date, organizations have largely tended to address information systems (IS) integration in an ad-hoc manner.…

12 CFR 1016.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2013 CFR

2013-01-01

... customer, not later than when you establish a customer relationship, except as provided in paragraph (e) of... relationship with the consumer. (c) When you establish a customer relationship. (1) General rule. You establish a customer relationship when you and the consumer enter into a continuing relationship. (2) Special...

Information system success model for customer relationship management system in health promotion centers.

PubMed

Choi, Wona; Rho, Mi Jung; Park, Jiyun; Kim, Kwang-Jum; Kwon, Young Dae; Choi, In Young

2013-06-01

Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of customer relationship management (CRM) systems to meet diverse customer demands. This study aimed to develop the information system success model of the CRM system by investigating previously proposed indicators within the model. THE EVALUATION AREAS OF THE CRM SYSTEM INCLUDES THREE AREAS: the system characteristics area (system quality, information quality, and service quality), the user area (perceived usefulness and user satisfaction), and the performance area (personal performance and organizational performance). Detailed evaluation criteria of the three areas were developed, and its validity was verified by a survey administered to CRM system users in 13 nationwide health promotion centers. The survey data were analyzed by the structural equation modeling method, and the results confirmed that the model is feasible. Information quality and service quality showed a statistically significant relationship with perceived usefulness and user satisfaction. Consequently, the perceived usefulness and user satisfaction had significant influence on individual performance as well as an indirect influence on organizational performance. This study extends the research area on information success from general information systems to CRM systems in health promotion centers applying a previous information success model. This lays a foundation for evaluating health promotion center systems and provides a useful guide for successful implementation of hospital CRM systems.

Information System Success Model for Customer Relationship Management System in Health Promotion Centers

PubMed Central

Choi, Wona; Rho, Mi Jung; Park, Jiyun; Kim, Kwang-Jum; Kwon, Young Dae

2013-01-01

Objectives Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of customer relationship management (CRM) systems to meet diverse customer demands. This study aimed to develop the information system success model of the CRM system by investigating previously proposed indicators within the model. Methods The evaluation areas of the CRM system includes three areas: the system characteristics area (system quality, information quality, and service quality), the user area (perceived usefulness and user satisfaction), and the performance area (personal performance and organizational performance). Detailed evaluation criteria of the three areas were developed, and its validity was verified by a survey administered to CRM system users in 13 nationwide health promotion centers. The survey data were analyzed by the structural equation modeling method, and the results confirmed that the model is feasible. Results Information quality and service quality showed a statistically significant relationship with perceived usefulness and user satisfaction. Consequently, the perceived usefulness and user satisfaction had significant influence on individual performance as well as an indirect influence on organizational performance. Conclusions This study extends the research area on information success from general information systems to CRM systems in health promotion centers applying a previous information success model. This lays a foundation for evaluating health promotion center systems and provides a useful guide for successful implementation of hospital CRM systems. PMID:23882416

48 CFR 17.502-1 - General.

Code of Federal Regulations, 2014 CFR

2014-10-01

..., experience, and expertise as well as customer satisfaction with the servicing agency's past performance); (ii... acquisition lifecycle. (b) Written agreement on responsibility for management and administration—(1) Assisted... the relationship between the parties, including roles and responsibilities for acquisition planning...

48 CFR 17.502-1 - General.

Code of Federal Regulations, 2012 CFR

2012-10-01

..., experience, and expertise as well as customer satisfaction with the servicing agency's past performance); (ii... acquisition lifecycle. (b) Written agreement on responsibility for management and administration—(1) Assisted... the relationship between the parties, including roles and responsibilities for acquisition planning...

48 CFR 17.502-1 - General.

Code of Federal Regulations, 2013 CFR

2013-10-01

..., experience, and expertise as well as customer satisfaction with the servicing agency's past performance); (ii... acquisition lifecycle. (b) Written agreement on responsibility for management and administration—(1) Assisted... the relationship between the parties, including roles and responsibilities for acquisition planning...

NPS and Online WOM

PubMed Central

Raassens, Néomie

2017-01-01

The Net Promoter Score (NPS) is, according to Reichheld, the single most reliable indicator of company growth, and many companies use this recommendation-based technique for measuring customer loyalty. Despite its widespread adoption by many companies across multiple industries, the debate about NPS goes on. A major concern is that managers treat NPS as being equivalent across customers, which is often very misleading. By using a unique data set that combines customers’ promoter scores and online word-of-mouth (eWOM) behavior, this research studies how individual customers’ promoter scores are related to eWOM, including its relationship with the three categories of customers that are identified by the NPS paradigm (i.e., promoters, passives, and detractors). Based on a sample of 189 customers, their promoter scores and corresponding eWOM, the results show that there is a positive relationship between customers’ promoter scores and the valence of online messages. Further, while detractors and promoters are homogeneous with respect to the valence of the eWOM messages they spread, passives show message valence heterogeneity. Thus, although passives, the largest group of customers, have no weight in calculating the NPS, our results reveal that companies should flag passives for further attention and action. PMID:29046609

Proceedings: Conference on Applications of the Guild Concept to Environmental Management

DTIC Science & Technology

1986-02-01

Figure 1); native weeds which are native North American plants, possibly from the prairie biome , that can present problems and require management...mines require customized management. Because different assemblages of plants have variable relationships with other organisms and the abiotic ... features that could be evaluated on most sites in terms of freshwater species. While we rely on the value of the guild concept, the categories we

The Classification and Evaluation of Computer-Aided Software Engineering Tools

DTIC Science & Technology

1990-09-01

International Business Machines Corporation Customizer is a Registered Trademark of Index Technology Corporation Data Analyst is a Registered Trademark of...years, a rapid series of new approaches have been adopted including: information engineering, entity- relationship modeling, automatic code generation...support true information sharing among tools and automated consistency checking. Moreover, the repository must record and manage the relationships and

12 CFR 218.721 - Defined terms relating to the trust and fiduciary activities exception from the definition of...

Code of Federal Regulations, 2010 CFR

2010-01-01

... management; (iv) A flat or capped per order processing fee, paid by or on behalf of a customer or beneficiary...—account-by-account test. Chiefly compensated shall mean the relationship-total compensation percentage for each trust or fiduciary account of the bank is greater than 50 percent. (2) The relationship-total...

12 CFR 218.721 - Defined terms relating to the trust and fiduciary activities exception from the definition of...

Code of Federal Regulations, 2014 CFR

2014-01-01

... management; (iv) A flat or capped per order processing fee, paid by or on behalf of a customer or beneficiary...—account-by-account test. Chiefly compensated shall mean the relationship-total compensation percentage for each trust or fiduciary account of the bank is greater than 50 percent. (2) The relationship-total...

12 CFR 218.721 - Defined terms relating to the trust and fiduciary activities exception from the definition of...

Code of Federal Regulations, 2013 CFR

2013-01-01

... management; (iv) A flat or capped per order processing fee, paid by or on behalf of a customer or beneficiary...—account-by-account test. Chiefly compensated shall mean the relationship-total compensation percentage for each trust or fiduciary account of the bank is greater than 50 percent. (2) The relationship-total...

12 CFR 218.721 - Defined terms relating to the trust and fiduciary activities exception from the definition of...

Code of Federal Regulations, 2011 CFR

2011-01-01

... management; (iv) A flat or capped per order processing fee, paid by or on behalf of a customer or beneficiary...—account-by-account test. Chiefly compensated shall mean the relationship-total compensation percentage for each trust or fiduciary account of the bank is greater than 50 percent. (2) The relationship-total...

12 CFR 218.721 - Defined terms relating to the trust and fiduciary activities exception from the definition of...

Code of Federal Regulations, 2012 CFR

2012-01-01

... management; (iv) A flat or capped per order processing fee, paid by or on behalf of a customer or beneficiary...—account-by-account test. Chiefly compensated shall mean the relationship-total compensation percentage for each trust or fiduciary account of the bank is greater than 50 percent. (2) The relationship-total...

48 CFR 552.238-75 - Price Reductions.

Code of Federal Regulations, 2010 CFR

2010-10-01

... relationship to the identified customer (or category of customers). This relationship shall be maintained... applicable to the identified customer (or category of customers) which disturbs this relationship shall...) Before award of a contract, the Contracting Officer and the Offeror will agree upon (1) the customer (or...

Study of relationship between the organizational structure and market orientation from the viewpoint of nurse managers

PubMed Central

Bahadori, Mohammadkarim; Yaghoubi, Maryam; Javadi, Marzieh; Rahimi, Zahreh Agha

2015-01-01

Background: Considering globalization of health care and quality improvement trend to respond to competition and customer orientation, attention to organizational structure and its relationship with market orientation is essential. Therefore, this study reviews the relationship between organizational structure and market orientation in selected hospitals of Isfahan (Iran). Materials and Methods: This study was a descriptive survey. The study population comprised nurse managers from selected hospitals (n = 80). Data collection tools were two questionnaires (market orientation questionnaire and organizational structure) that the validity and reliability were confirmed (r = 0.83 for market orientation questionnaire and r = 0.87 for organizational structure). SPSS (Ver. 16) software was used for the analyses. Results: The mean score of organizational structure was 65.4 (11.2) and total mean of market orientation was 51.14 (17.6). All aspects of the organizational structure (Organization Centralization, Formalization in Organization, and Organization Complication) and market orientation (responding to competition, accountability, customer satisfaction, intelligent organization)—except by responding to clients with Formalization in Organization—as well as all aspects of the Systemic attitude (the system of internal coordination and communication systems_ and market orientation (responding to competition, accountability, customer satisfaction, intelligent organization), there was a meaningful relationship (P < 0.05). Conclusion: Market orientation and its dimensions have a significant relationship with organizational structure and can lead managers’ view to the analysis and recognizing elements of success and achievement to goals. With increasing competition in markets, globalization of health services, and presence in international markets and more attention to patients’ satisfaction, hospitals need to understand and use of market orientation in order to promote quality and services in the health care system. PMID:25861660

Program Manager: The Journal of the Defense Systems Management College. Volume 14, Number 1, January-February 1985,

DTIC Science & Technology

1985-02-01

world’s most re- its relationship to capital investment, act as a stimulus for decreasing weap- 0,ourcetul and technically capable commonly referred to...remove bar- other serious consequences, adver- an understanding (it what riers to a smooth flow. We need to sarial relationships lead to un- the...NOW?’ LHX VTXTS(T-45TS) ATF "WE CAN’T OFFEND OUR CUSTOMER ." AATWS JVX IEWS "WE CAN’T TAKE A CHANCE DURING THE COMPETI- PERSHING II CV IZ AWS TION

12 CFR 332.5 - Annual privacy notice to customers required.

Code of Federal Regulations, 2010 CFR

2010-01-01

... annually during the continuation of the customer relationship. Annually means at least once in any period... annual notice to that customer by December 31 of year 2. (b)(1) Termination of customer relationship. You... customer concerning that relationship or you sell the credit card receivables without retaining servicing...

12 CFR 216.5 - Annual privacy notice to customers required.

Code of Federal Regulations, 2010 CFR

2010-01-01

... annually during the continuation of the customer relationship. Annually means at least once in any period... annual notice to that customer by December 31 of year 2. (b)(1) Termination of customer relationship. You... customer concerning that relationship or you sell the credit card receivables without retaining servicing...

12 CFR 40.5 - Annual privacy notice to customers required.

Code of Federal Regulations, 2010 CFR

2010-01-01

... customer relationship. Annually means at least once in any period of 12 consecutive months during which... that customer by December 31 of year 2. (b)(1) Termination of customer relationship. A bank is not... the customer concerning that relationship or the bank sells the credit card receivables without...

Extraction of business relationships in supply networks using statistical learning theory.

PubMed

Zuo, Yi; Kajikawa, Yuya; Mori, Junichiro

2016-06-01

Supply chain management represents one of the most important scientific streams of operations research. The supply of energy, materials, products, and services involves millions of transactions conducted among national and local business enterprises. To deliver efficient and effective support for supply chain design and management, structural analyses and predictive models of customer-supplier relationships are expected to clarify current enterprise business conditions and to help enterprises identify innovative business partners for future success. This article presents the outcomes of a recent structural investigation concerning a supply network in the central area of Japan. We investigated the effectiveness of statistical learning theory to express the individual differences of a supply chain of enterprises within a certain business community using social network analysis. In the experiments, we employ support vector machine to train a customer-supplier relationship model on one of the main communities extracted from a supply network in the central area of Japan. The prediction results reveal an F-value of approximately 70% when the model is built by using network-based features, and an F-value of approximately 77% when the model is built by using attribute-based features. When we build the model based on both, F-values are improved to approximately 82%. The results of this research can help to dispel the implicit design space concerning customer-supplier relationships, which can be explored and refined from detailed topological information provided by network structures rather than from traditional and attribute-related enterprise profiles. We also investigate and discuss differences in the predictive accuracy of the model for different sizes of enterprises and types of business communities.

12 CFR 40.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2012 CFR

2012-01-01

... customer, not later than when the bank establishes a customer relationship, except as provided in paragraph... relationship with the consumer. (c) When the bank establishes a customer relationship—(1) General rule. A bank establishes a customer relationship when it and the consumer enter into a continuing relationship. (2) Special...

12 CFR 216.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2014 CFR

2014-01-01

... individual who becomes your customer, not later than when you establish a customer relationship, except as... relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer relationship when you and the consumer enter into a continuing relationship. (2) Special...

12 CFR 40.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2014 CFR

2014-01-01

... customer, not later than when the bank establishes a customer relationship, except as provided in paragraph... relationship with the consumer. (c) When the bank establishes a customer relationship—(1) General rule. A bank establishes a customer relationship when it and the consumer enter into a continuing relationship. (2) Special...

12 CFR 1016.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2012 CFR

2012-01-01

... customer, not later than when you establish a customer relationship, except as provided in paragraph (e) of... relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer relationship when you and the consumer enter into a continuing relationship. (2) Special...

12 CFR 332.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2012 CFR

2012-01-01

... individual who becomes your customer, not later than when you establish a customer relationship, except as... relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer relationship when you and the consumer enter into a continuing relationship. (2) Special...

12 CFR 216.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2013 CFR

2013-01-01

... individual who becomes your customer, not later than when you establish a customer relationship, except as... relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer relationship when you and the consumer enter into a continuing relationship. (2) Special...

12 CFR 332.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2011 CFR

2011-01-01

... individual who becomes your customer, not later than when you establish a customer relationship, except as... relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer relationship when you and the consumer enter into a continuing relationship. (2) Special...

12 CFR 332.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2014 CFR

2014-01-01

... individual who becomes your customer, not later than when you establish a customer relationship, except as... relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer relationship when you and the consumer enter into a continuing relationship. (2) Special...

12 CFR 216.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2010 CFR

2010-01-01

... individual who becomes your customer, not later than when you establish a customer relationship, except as... relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer relationship when you and the consumer enter into a continuing relationship. (2) Special...

12 CFR 332.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2010 CFR

2010-01-01

... individual who becomes your customer, not later than when you establish a customer relationship, except as... relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer relationship when you and the consumer enter into a continuing relationship. (2) Special...

12 CFR 40.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2010 CFR

2010-01-01

... customer, not later than when the bank establishes a customer relationship, except as provided in paragraph... relationship with the consumer. (c) When the bank establishes a customer relationship—(1) General rule. A bank establishes a customer relationship when it and the consumer enter into a continuing relationship. (2) Special...

Think "360"

ERIC Educational Resources Information Center

Ramaswami, Rama

2007-01-01

No longer do universities have to decide between off-the-shelf and custom programs, or between standalone constituent relationship management (CRM) applications and ERP-integrated solutions. Instead, today's mantra is "360"--an up-close, 360-degree view of student interactions. Whether the processes and technologies employed to achieve…

77 FR 38581 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2012-06-28

...: Minority Business Development Agency. Title: Online Customer Relationship Management (CRM)/Performance... client information, service activities and progress on attainment of program goals via the Online CRM/Performance Databases. The data collected through the Online CRM/Performance Databases is used to regularly...

16 CFR 313.5 - Annual privacy notice to customers required.

Code of Federal Regulations, 2010 CFR

2010-01-01

... continuation of the customer relationship. Annually means at least once in any period of 12 consecutive months... customer by December 31 of year 2. (b)(1) Termination of customer relationship. You are not required to... any statements or notices to the customer concerning that relationship; (iv) In the case of mortgage...

16 CFR 313.5 - Annual privacy notice to customers required.

Code of Federal Regulations, 2013 CFR

2013-01-01

... continuation of the customer relationship. Annually means at least once in any period of 12 consecutive months... customer by December 31 of year 2. (b)(1) Termination of customer relationship. You are not required to... any statements or notices to the customer concerning that relationship; (iv) In the case of mortgage...

76 FR 79025 - Privacy of Consumer Financial Information (Regulation P)

Federal Register 2010, 2011, 2012, 2013, 2014

2011-12-21

... who has a customer relationship with you. (j)(1) Customer relationship means a continuing relationship... examples, and for purposes of this part only, in the case of a credit union, a customer relationship will... consumers and customers.\\2\\ Prior to July 21, 2011, rulemaking authority for the privacy provisions of the...

The factors that influence job satisfaction among royal Malaysian customs department employee

NASA Astrophysics Data System (ADS)

Ammar Shafi, Muhammad; Saifullah Rusiman, Mohd; Nor, Maria Elena; Khamis, Azme; Nabilah Syuhada Abdullah, Siti; Syafiq Azmi, Mohd; Sakinah Zainal Abidin, Munirah; Ali, Maselan

2018-04-01

This research aims to spot the factors that influence job satisfaction among Royal Malaysian Customs Department employees. Primary data was used in this research and it was collected from the employees who work in five different departments at Royal Malaysian Customs Department Tower Johor. Those departments were customs department, Internal Taxes, Technical Services, Management and Prevention. The research used stratified random sampling to collect the sample and Structural Equation Modelling (SEM) to measure the relationship between variables using AMOS software. About 127 employees are selected as the respondents from five departments to represent the sample. The result showed that ‘Organizational Commitment’ (p-value = 0.001) has significant and direct effect toward job satisfaction compared to the ‘Stress Condition’ (p-value = 0.819) and ‘Motivation’ factor (p-value = 0.978). It was also concluded that ‘Organizational Commitment’ was the most influential factor toward job satisfaction among Royal Malaysian Customs Department employees at Tower Custom Johor, Johor Bahru.

Fasting practices in Tamil Nadu and their importance for patients with diabetes.

PubMed

Kannan, Subramanian; Mahadevan, Shriraam; Seshadri, Krishna; Sadacharan, Dhalapathy; Velayutham, Kumaravel

2016-01-01

Religious practices and cultural customs related to eating habits have a significant impact on lifestyle and health of the community. The Ramadan fasting in Muslims and its influence on various metabolic parameters such as diabetes have been reasonably studied. However, literature related to Hindu religious customs related to fasting and food patterns during various festivals and its effect on diabetes are scarce. This article is an attempt to describe the Hindu religious customs related to fasting and food practices from the State of Tamil Nadu (South India) and to raise the awareness among physicians about its relationship with diabetes which may help in managing their diabetic patients in a better way.

Fasting practices in Tamil Nadu and their importance for patients with diabetes

PubMed Central

Kannan, Subramanian; Mahadevan, Shriraam; Seshadri, Krishna; Sadacharan, Dhalapathy; Velayutham, Kumaravel

2016-01-01

Religious practices and cultural customs related to eating habits have a significant impact on lifestyle and health of the community. The Ramadan fasting in Muslims and its influence on various metabolic parameters such as diabetes have been reasonably studied. However, literature related to Hindu religious customs related to fasting and food patterns during various festivals and its effect on diabetes are scarce. This article is an attempt to describe the Hindu religious customs related to fasting and food practices from the State of Tamil Nadu (South India) and to raise the awareness among physicians about its relationship with diabetes which may help in managing their diabetic patients in a better way. PMID:27867892

40 CFR 35.2107 - Intermunicipal service agreements.

Code of Federal Regulations, 2010 CFR

2010-07-01

... historic service relationships for water supply, wastewater or other services between the affected... supplier agency is adequate to continue the project, even if one of the proposed customer agencies fails to participate. (Approved by the Office of Management and Budget under control number 2040-0027) ...

40 CFR 35.2107 - Intermunicipal service agreements.

Code of Federal Regulations, 2014 CFR

2014-07-01

... historic service relationships for water supply, wastewater or other services between the affected... supplier agency is adequate to continue the project, even if one of the proposed customer agencies fails to participate. (Approved by the Office of Management and Budget under control number 2040-0027) ...

40 CFR 35.2107 - Intermunicipal service agreements.

Code of Federal Regulations, 2013 CFR

2013-07-01

... historic service relationships for water supply, wastewater or other services between the affected... supplier agency is adequate to continue the project, even if one of the proposed customer agencies fails to participate. (Approved by the Office of Management and Budget under control number 2040-0027) ...

40 CFR 35.2107 - Intermunicipal service agreements.

Code of Federal Regulations, 2011 CFR

2011-07-01

... historic service relationships for water supply, wastewater or other services between the affected... supplier agency is adequate to continue the project, even if one of the proposed customer agencies fails to participate. (Approved by the Office of Management and Budget under control number 2040-0027) ...

40 CFR 35.2107 - Intermunicipal service agreements.

Code of Federal Regulations, 2012 CFR

2012-07-01

... historic service relationships for water supply, wastewater or other services between the affected... supplier agency is adequate to continue the project, even if one of the proposed customer agencies fails to participate. (Approved by the Office of Management and Budget under control number 2040-0027) ...

Performance assessment and optimisation of a large information system by combined customer relationship management and resilience engineering: a mathematical programming approach

NASA Astrophysics Data System (ADS)

Azadeh, A.; Foroozan, H.; Ashjari, B.; Motevali Haghighi, S.; Yazdanparast, R.; Saberi, M.; Torki Nejad, M.

2017-10-01

ISs and ITs play a critical role in large complex gas corporations. Many factors such as human, organisational and environmental factors affect IS in an organisation. Therefore, investigating ISs success is considered to be a complex problem. Also, because of the competitive business environment and the high amount of information flow in organisations, new issues like resilient ISs and successful customer relationship management (CRM) have emerged. A resilient IS will provide sustainable delivery of information to internal and external customers. This paper presents an integrated approach to enhance and optimise the performance of each component of a large IS based on CRM and resilience engineering (RE) in a gas company. The enhancement of the performance can help ISs to perform business tasks efficiently. The data are collected from standard questionnaires. It is then analysed by data envelopment analysis by selecting the optimal mathematical programming approach. The selected model is validated and verified by principle component analysis method. Finally, CRM and RE factors are identified as influential factors through sensitivity analysis for this particular case study. To the best of our knowledge, this is the first study for performance assessment and optimisation of large IS by combined RE and CRM.

78 FR 25268 - Proposed Guidance on Deposit Advance Products

Federal Register 2010, 2011, 2012, 2013, 2014

2013-04-30

... affect the institution's ability to establish new or service existing customer relationships. \\5\\ See...: The Length of a Customer's Deposit Relationship With the Bank. Banks should ensure that the customer relationship is of sufficient duration to provide the bank with adequate information regarding the customer's...

Librarians and Scientists Partner to Address Data Management: Taking Collaboration to the Next Level.

PubMed

Medina-Smith, Andrea; Tryka, Kimberly A; Silcox, Barbara P; Hanisch, Robert J

2016-01-01

This study looks at the changing way in which the Information Services Office (ISO) at the National Institute of Standards and Technology (NIST) provides services to NIST scientific and technical staff throughout their research and publishing cycles. These services include the more traditional services of a research library as well as publishing NIST technical reports and The Journal of Research of NIST , and preserving and exhibiting scientific instruments and other artifacts. ISO has always prided itself on having a close relationship with its customers, providing a high level of service, and developing new services to stay in front of NIST researcher needs. Through a concerted, strategic effort since the late 1990s, ISO has developed and promoted relationships with its key customers through its Lab Liaison Program. This paper discusses the relationship ISO has developed with the Office of Data and Informatics (ODI), how this relationship was forged, and how this collaboration will serve as a model for working with the other labs and programs at NIST. It will also discuss the risks and opportunities of this new collaborative service model, how ISO positioned itself to become an equal partner with ODI in the exploration of solutions to data management issues, and the benefits of the relationship from ODI's perspective. A pattern of strategic changes to the services and activities offered by the Lab Liaison program has put ISO in the position to collaborate as peers with researchers at NIST. This study provides an overview of how ISO made strategic decisions to incorporate non-traditional services to support data management at NIST.

12 CFR 716.3 - Definitions.

Code of Federal Regulations, 2010 CFR

2010-01-01

... Fund insures. (i) Customer means a consumer who has a customer relationship with a financial institution other than a credit union. (j) Customer relationship means a continuing relationship between a... member relationship. (ii) An individual who provides nonpublic personal information to you in connection...

12 CFR 716.3 - Definitions.

Code of Federal Regulations, 2011 CFR

2011-01-01

... Fund insures. (i) Customer means a consumer who has a customer relationship with a financial institution other than a credit union. (j) Customer relationship means a continuing relationship between a... member relationship. (ii) An individual who provides nonpublic personal information to you in connection...

12 CFR 716.3 - Definitions.

Code of Federal Regulations, 2013 CFR

2013-01-01

... Fund insures. (i) Customer means a consumer who has a customer relationship with a financial institution other than a credit union. (j) Customer relationship means a continuing relationship between a... member relationship. (ii) An individual who provides nonpublic personal information to you in connection...

12 CFR 716.3 - Definitions.

Code of Federal Regulations, 2012 CFR

2012-01-01

... Fund insures. (i) Customer means a consumer who has a customer relationship with a financial institution other than a credit union. (j) Customer relationship means a continuing relationship between a... member relationship. (ii) An individual who provides nonpublic personal information to you in connection...

Personalized direct marketing using digital publishing

NASA Astrophysics Data System (ADS)

Kutty, Cheeniyil L.; Prabhakaran, Jayasree K.

2006-02-01

In today's cost-conscious business climate, marketing and customer service decision makers are increasingly concerned with how to increase customer response and retention rates. Companies spend large amounts of money on Customer Relationship Management (CRM) solutions and data acquisition but they don't know how to use the information stored in these systems to improve the effectiveness of their direct marketing campaigns. By leveraging the customer information they already have, companies can create personalized, printed direct mail programs that generate high response rates, greater returns, and stronger customer loyalty, while gaining a significant edge over their competitors. To reach the promised land of one-to-one direct marketing (personalized direct marketing - PDM), companies need an end-to-end solution for creating, managing, printing, and distributing personalized direct mail "on demand." Having access to digital printing is just one piece of the solution. A more complete approach includes leveraging personalization technology into a useful direct marketing tool that provides true one-to-one marketing, allowing variable images and text in a personalized direct mail. This paper discusses integration of CRM with a Print-on-Demand solution so as to create truly personalized printed marketing campaigns for one or many individuals based on the profile information, preferences and purchase history stored in the CRM.

Combat Mission Training Research at the 58th Special Operations Wing: A Summary

DTIC Science & Technology

1998-07-01

Air Force Base during 1995-1997. The first study examined the relationship between crew resource management ( CRM ) processes and mission performance for...next three sections, we summarize the three major empirical studies that were conducted: (a) measuring crew resource management ( CRM ) behaviors... customized measurement procedures and data collection instruments. At the squadron level, there are two problems in implementing an effective CRM training

75 FR 51310 - Self-Regulatory Organizations; Financial Industry Regulatory Authority, Inc.; Notice of Filing of...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-19

... every customer.\\6\\ The obligation would arise at the beginning of the customer/broker relationship... model, recognizing that it is the nature of the relationship between the firm and customer that dictates... its relationship with customers in order to, among other things, effectively service and supervise the...

17 CFR 248.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2012 CFR

2012-04-01

... later than when you establish a customer relationship, except as provided in paragraph (e) of this... by §§ 248.14 and 248.15; and (2) You do not have a customer relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer relationship when you...

17 CFR 248.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2013 CFR

2013-04-01

... later than when you establish a customer relationship, except as provided in paragraph (e) of this... by §§ 248.14 and 248.15; and (2) You do not have a customer relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer relationship when you...

17 CFR 248.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2011 CFR

2011-04-01

... later than when you establish a customer relationship, except as provided in paragraph (e) of this... by §§ 248.14 and 248.15; and (2) You do not have a customer relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer relationship when you...

12 CFR 573.5 - Annual privacy notice to customers required.

Code of Federal Regulations, 2010 CFR

2010-01-01

... customer relationship. Annually means at least once in any period of 12 consecutive months during which.... (b)(1) Termination of customer relationship. You are not required to provide an annual notice to a... provide any statements or notices to the customer concerning that relationship or you sell the credit card...

12 CFR 1016.5 - Annual privacy notice to customers required.

Code of Federal Regulations, 2012 CFR

2012-01-01

... relationship exists. You may define the 12-consecutive-month period, but you must apply it to the customer on a.... (b)(1) Termination of customer relationship. You are not required to provide an annual notice to a... statements or notices to the customer concerning that relationship or you sell the credit card receivables...

12 CFR 1016.5 - Annual privacy notice to customers required.

Code of Federal Regulations, 2013 CFR

2013-01-01

... relationship exists. You may define the 12-consecutive-month period, but you must apply it to the customer on a.... (b)(1) Termination of customer relationship. You are not required to provide an annual notice to a... statements or notices to the customer concerning that relationship or you sell the credit card receivables...

75 FR 1672 - Self-Regulatory Organizations; Financial Industry Regulatory Authority, Inc.; Notice of Filing of...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-01-12

... personal relationship outside of the broker-customer relationship; or (5) the lending arrangement is based on a business relationship outside of the broker-customer relationship. In addition, with the... better rate or terms for a loan that is not the product of the broker- customer relationship would not...

12 CFR 332.3 - Definitions.

Code of Federal Regulations, 2010 CFR

2010-01-01

... the company, as the FDIC determines. (h) Customer means a consumer who has a customer relationship with you. (i)(1) Customer relationship means a continuing relationship between a consumer and you under... you establish a continuing advisory relationship. (iv) If you hold ownership or servicing rights to an...

17 CFR 160.3 - Definitions.

Code of Federal Regulations, 2010 CFR

2010-04-01

... to control the company. (k) Customer means a consumer who has a customer relationship with you. (l)(1) Customer relationship means a continuing relationship between a consumer and you under which you provide... services to the individual or establish a continuing relationship with the individual. (ii) An individual...

12 CFR 573.3 - Definitions.

Code of Federal Regulations, 2010 CFR

2010-01-01

... the company, as the OTS determines. (h) Customer means a consumer who has a customer relationship with you. (i)(1) Customer relationship means a continuing relationship between a consumer and you under... you establish a continuing advisory relationship. (iv) If you hold ownership or servicing rights to an...

12 CFR 216.3 - Definitions.

Code of Federal Regulations, 2010 CFR

2010-01-01

... the company, as the Board determines. (h) Customer means a consumer who has a customer relationship with you. (i)(1) Customer relationship means a continuing relationship between a consumer and you under... you establish a continuing advisory relationship. (iv) If you hold ownership or servicing rights to an...

16 CFR 313.3 - Definitions.

Code of Federal Regulations, 2010 CFR

2010-01-01

... or policies of the company. (h) Customer means a consumer who has a customer relationship with you. (i)(1) Customer relationship means a continuing relationship between a consumer and you under which... whether you establish a continuing advisory relationship. (iv) If you hold ownership or servicing rights...

12 CFR 332.3 - Definitions.

Code of Federal Regulations, 2013 CFR

2013-01-01

... the company, as the FDIC determines. (h) Customer means a consumer who has a customer relationship with you. (i)(1) Customer relationship means a continuing relationship between a consumer and you under... you establish a continuing advisory relationship. (iv) If you hold ownership or servicing rights to an...

12 CFR 216.3 - Definitions.

Code of Federal Regulations, 2013 CFR

2013-01-01

... the company, as the Board determines. (h) Customer means a consumer who has a customer relationship with you. (i)(1) Customer relationship means a continuing relationship between a consumer and you under... you establish a continuing advisory relationship. (iv) If you hold ownership or servicing rights to an...

12 CFR 573.3 - Definitions.

Code of Federal Regulations, 2012 CFR

2012-01-01

... the company, as the OTS determines. (h) Customer means a consumer who has a customer relationship with you. (i)(1) Customer relationship means a continuing relationship between a consumer and you under... you establish a continuing advisory relationship. (iv) If you hold ownership or servicing rights to an...

12 CFR 332.3 - Definitions.

Code of Federal Regulations, 2012 CFR

2012-01-01

... the company, as the FDIC determines. (h) Customer means a consumer who has a customer relationship with you. (i)(1) Customer relationship means a continuing relationship between a consumer and you under... you establish a continuing advisory relationship. (iv) If you hold ownership or servicing rights to an...

12 CFR 216.3 - Definitions.

Code of Federal Regulations, 2012 CFR

2012-01-01

... the company, as the Board determines. (h) Customer means a consumer who has a customer relationship with you. (i)(1) Customer relationship means a continuing relationship between a consumer and you under... you establish a continuing advisory relationship. (iv) If you hold ownership or servicing rights to an...

12 CFR 573.3 - Definitions.

Code of Federal Regulations, 2013 CFR

2013-01-01

... the company, as the OTS determines. (h) Customer means a consumer who has a customer relationship with you. (i)(1) Customer relationship means a continuing relationship between a consumer and you under... you establish a continuing advisory relationship. (iv) If you hold ownership or servicing rights to an...

Impact of service attributes on customer satisfaction and loyalty in a healthcare context.

PubMed

Lonial, Subash; Raju, P S

2015-01-01

The purpose of this paper is to examine the role of perceived service attributes in the development of overall customer satisfaction (OCS) and customer loyalty (CL) in a health-care setting. This paper also sheds light on the role of hospitalist physicians (HPs) and offers suggestions to improve patient satisfaction and loyalty. A telephone survey was used to collect data from recently hospitalized patients with respect to their HP. Structural equations modeling (SEM) was used to confirm the overall relationships between perceived service quality (PSQ), OCS and CL. The sample was then divided into customer relationship groups (CRGs) based on satisfaction and loyalty measures. Discriminant analysis was used to determine which attributes differentiated most between high and low satisfaction and loyalty groups. Overall relationships among PSQ, OCS and CL were in conformity with the conceptual model. Findings also revealed that service attributes played an important role in distinguishing between high and low satisfaction and loyalty groups, although some attributes were more important than others and different attributes emerged as being key influencers for satisfaction and loyalty. The conceptual model used is a fairly straight forward model, and we have not considered the impact of individual factors such as expectations and value perceptions or involvement levels and demographic characteristics on service quality and overall satisfaction. The data for this study were provided by a major health maintenance organization (HMO), and there is room for improvement in the manner in which certain constructs were measured. For example, OCS, recommendation and retention all used single item measures, and it might have been preferable to use multiple item measures for these constructs. The study shows that organizations can benefit by identifying and focusing on critical attributes as part of their customer relationship management program. The SEM results provide strong support for the overall model linking service quality, OCS and CL in a health-care setting. As one would expect, PSQ has a strong impact on OCS, which, in turn, has a fairly strong impact on CL. However, there is also a significant direct linkage between PSQ and CL. This linkage shows that at least a certain portion of CL could evolve independent of the satisfaction level with the HP. This shows that, in addition to trying to improve satisfaction, organizations should also explore influencing loyalty directly, perhaps by the strategic use of service attribute perceptions. The study shows that customer perceptions at the service attribute level can often be the key to the generation and management of customer satisfaction and loyalty. It also has significance for how satisfaction and loyalty with HPs can be improved in a hospital setting.

75 FR 60437 - Privacy Act of 1974; System of Records

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-30

... Office, Office of Warfighting Integration and Chief Information officer, ATTN: SAF/XCPPI, 1800 Air Force... Federal Register Liaison Officer, Department of Defense. F065 AF FMP B System name: Customer Relationship...D Pay and Allowances Policy and Procedures; DoD Financial Management Regulation (DoDFMR) 7000.14-R...

78 FR 68327 - Importation of Ovine Meat From Uruguay

Federal Register 2010, 2011, 2012, 2013, 2014

2013-11-14

...' proximity to or trading relationships with regions affected with rinderpest or FMD. Regions APHIS has... Origin Labeling (COOL) law requires retailers to notify their customers of the country of origin for all... Management and Budget. In accordance with the Regulatory Flexibility Act, we have analyzed the potential...

78 FR 78359 - Agency Information Collection Activities; Proposed Collection; Public Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-26

...: Regional Extension Center Cooperative Agreement Program (CRM Tool). OMB No.: 0955-0009 Abstract: The Customer Relationship Management (CRM) application is a nimble business intelligence tool being used by more than 1,500 users at ONC partner organizations and grantees. The CRM collects data from a large...

A Technical Infrastructure to Integrate Dynamics AX ERP and CRM into University Curriculum

ERIC Educational Resources Information Center

Wimmer, Hayden; Hall, Kenneth

2016-01-01

Enterprise Resource Planning and Customer Relationship Management are becoming important topics at the university level, and are increasingly receiving course-level attention in the curriculum. In fact, the Information Systems Body of Knowledge specifically identifies Enterprise Architecture as an Information Systems-specific knowledge area. The…

Patients, not purchases. Customer relationship management is slowly, and carefully, finding its way into healthcare.

PubMed

Lawrence, Daphne

2009-08-01

Though patient satisfaction initiatives exist in healthcare, they rarely fall under the CRM moniker. Some subscription software can help hospitals track patient demographics. Building brand loyalty begins with improving patient experience. Report cards are often used to measure and improve the patient experience.

A Cross-Cultural Comparison of Managerial Practices and Their Relationship to Organizational Outcome Variables.

ERIC Educational Resources Information Center

Young, Leanne E.; And Others

The rapid growth of multinational corporations has necessitated theoretical and practical concerns for operating and managing organizations in varying cultural environments. The Navy Public Works Centers (PWCs) provide engineering, maintenance, rehabilitation construction, transportation and housing to U.S. Navy customers around the world.…

Showing the Love: Predictors of Student Loyalty to Undergraduate Institutions

ERIC Educational Resources Information Center

Vianden, Jörg; Barlow, Patrick J.

2014-01-01

This article advances the notion that undergraduates may be considered student-customers whose relationship with and loyalty to their institutions can be managed by college educators. The Student University Loyalty Instrument administered to 1,207 undergraduates at three comprehensive Midwestern institutions assessed the predictors of student…

The Total Quality Initiative at South Bank University.

ERIC Educational Resources Information Center

Geddes, Tommy

1993-01-01

Application of the Total Quality Management approach to one aspect of the administration of South Bank University (England), the relationship between student as customer and university as supplier, is described. The technique includes development of service quality standards and agreements for each service, support, and academic department. (MSE)

Mediating effect of sustainable product development on relationship between quality management practices and organizational performance: Empirical study of Malaysian automotive industry

NASA Astrophysics Data System (ADS)

Ahmad, Mohd Akhir; Asaad, Mohd Norhasni; Saad, Rohaizah; Iteng, Rosman; Rahim, Mohd Kamarul Irwan Abdul

2016-08-01

Global competition in the automotive industry has encouraged companies to implement quality management practices in all managerial aspects to ensure customer satisfaction in products and reduce costs. Therefore, guaranteeing only product quality is insufficient without considering product sustainability, which involves economic, environment, and social elements. Companies that meet both objectives gain advantages in the modern business environment. This study addresses the issues regarding product quality and sustainability in small and medium-sized enterprises in the Malaysian automotive industry. A research was carried out in 91 SMEs automotive suppliers in throughout Malaysia. The analyzed using SPSS ver.23 has been proposed in correlation study. Specifically, this study investigates the relationship between quality management practices and organizational performance as well as the mediating effect of sustainable product development on this relationship.

29 CFR 794.128 - Sales made to out-of-State customers.

Code of Federal Regulations, 2010 CFR

2010-07-01

...-of-State customer, some specific relationship between him and the seller has to exist to indicate his... relationship with the customer is such as to indicate his out-of-State character. Such a relationship would... 29 Labor 3 2010-07-01 2010-07-01 false Sales made to out-of-State customers. 794.128 Section 794...

17 CFR 248.3 - Definitions.

Code of Federal Regulations, 2010 CFR

2010-04-01

... 1940 (15 U.S.C. 80a-2(a)(9)). (j) Customer means a consumer who has a customer relationship with you. (k)(1) Customer relationship means a continuing relationship between a consumer and you under which... provide brokerage services to the individual or establish a continuing relationship with the individual...

17 CFR 160.7 - Form of opt out notice to consumers; opt out methods.

Code of Federal Regulations, 2010 CFR

2010-04-01

... consumer agrees, electronically. (2) When a customer relationship terminates, the customer's opt out... that relationship. If the individual subsequently establishes a new customer relationship with you, the... relationships. (1) If two or more consumers jointly obtain a financial product or service from you, you may...

17 CFR 248.3 - Definitions.

Code of Federal Regulations, 2013 CFR

2013-04-01

... 1940 (15 U.S.C. 80a-2(a)(9)). (j) Customer means a consumer who has a customer relationship with you. (k)(1) Customer relationship means a continuing relationship between a consumer and you under which... provide brokerage services to the individual or establish a continuing relationship with the individual...

17 CFR 248.3 - Definitions.

Code of Federal Regulations, 2012 CFR

2012-04-01

... 1940 (15 U.S.C. 80a-2(a)(9)). (j) Customer means a consumer who has a customer relationship with you. (k)(1) Customer relationship means a continuing relationship between a consumer and you under which... provide brokerage services to the individual or establish a continuing relationship with the individual...

17 CFR 160.5 - Annual privacy notice to customers required.

Code of Federal Regulations, 2010 CFR

2010-04-01

... life of the customer relationship. Annually means at least once in any period of 12 consecutive months... customer by December 31 of year 2. (b)(1) Termination of customer relationship. You are not required to... customers required. 160.5 Section 160.5 Commodity and Securities Exchanges COMMODITY FUTURES TRADING...

Early warning system for potential churners among mortgage customers

NASA Astrophysics Data System (ADS)

Irpan, Hamidah Muhd; Aidid, Sharifah Sakinah Syed Hassan; Mohmad, Sarahiza; Ibrahim, Noorazilah

2014-07-01

Retaining existing customer is a major task for many companies because cost to acquire new customers is higher than retaining existing customers. For mortgage business in Bank X, customer relationship management plays a big role to understand their customers' profile and churners so that suitable action can be done to retain their potential churners. Objectives of this study are (1) understanding their customers' profile and churners, (2) modeling potential churners using neural network model and (3) to deploy the model to identify potential churners. Data was divided into two parts: sampling (67,470 cases) and scoring (4,488 cases). Analysis was done using SAS Enterprise Miner. Dependent variable is churner/non churner while independent variables are balance and amount of loan, interest rate offered installment amount, loan performance, months in arrear, vintage, tenure, age, race and gender. Potential churners were identified as Malays, followed by Indian, other races and Chinese. Nonperforming loan and male customers tend to churn compared to performing loan and female customers. Younger customers with small loan amount, balance and monthly instalment, higher interest rate, have many months in arrears, longer vintage and tenure have higher tendency to churn from Bank X. Hence, Bank X should focus on the potential churners for their campaign to minimize the expenses of retaining existing customers by doing an effective campaign with high successful rate.

CRM done right.

PubMed

Rigby, Darrell K; Ledingham, Dianne

2004-11-01

Disappointed by the high costs and elusive benefits, early adopters of customer relationship management systems came, in the post dot-com era, to view the technology as just another overhyped IT investment whose initial promise would never be fulfilled. But this year, something unexpected is happening. System sales are rising, and executives are reporting satisfaction with their CRM investments. What's changed? A wide range of companies are successfully taking a pragmatic, disciplined approach to CRM. Rather than use it to transform entire businesses, they've directed their investments toward solving clearly defined problems within their customer relationship cycle. The authors have distilled the experiences of these CRM leaders into four questions that all companies should ask themselves as they launch their own CRM initiatives: Is the problem strategic? Is the system focused on the pain point? Do we need perfect data? What's the right way to expand an initial implementation? The questions reflect a new realism about when and how to deploy CRM to best advantage. Understanding that highly accurate and timely data are not required everywhere in their businesses, CRM leaders have tailored their real-time initiatives to those customer relationships that can be significantly enhanced by "perfect" information. Once they've succeeded with their first targeted CRM project, they can use it as a springboard for solving additional problems. CRM, in other words, is coming to resemble any other valuable management tool, and the keys to successful implementation are also becoming familiar: strong executive and business-unit leadership, careful strategic planning, clear performance measures, and a coordinated program that combines organizational and process changes with the application of new technology.

Adopting Quality Assurance Technology in Customer-Vendor Relationships: A Case Study of How Interorganizational Relationships Influence the Process

NASA Astrophysics Data System (ADS)

Heeager, Lise Tordrup; Tjørnehøj, Gitte

Quality assurance technology is a formal control mechanism aiming at increasing the quality of the product exchanged between vendors and customers. Studies of the adoption of this technology in the field of system development rarely focus on the role of the relationship between the customer and vendor in the process. We have studied how the process of adopting quality assurance technology by a small Danish IT vendor developing pharmacy software for a customer in the public sector was influenced by the relationship with the customer. The case study showed that the adoption process was shaped to a high degree by the relationship and vice versa. The prior high level of trust and mutual knowledge helped the parties negotiate mutually feasible solutions throughout the adoption process. We thus advise enhancing trust-building processes to strengthen the relationships and to balance formal control and social control to increase the likelihood of a successful outcome of the adoption of quality assurance technology in a customer-vendor relationship.

Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: a meta-analysis.

PubMed

Harter, James K; Schmidt, Frank L; Hayes, Theodore L

2002-04-01

Based on 7,939 business units in 36 companies, this study used meta-analysis to examine the relationship at the business-unit level between employee satisfaction-engagement and the business-unit outcomes of customer satisfaction, productivity, profit, employee turnover, and accidents. Generalizable relationships large enough to have substantial practical value were found between unit-level employee satisfaction-engagement and these business-unit outcomes. One implication is that changes in management practices that increase employee satisfaction may increase business-unit outcomes, including profit.

Understanding customer experience.

PubMed

Meyer, Christopher; Schwager, Andre

2007-02-01

Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention.

Librarians and Scientists Partner to Address Data Management: Taking Collaboration to the Next Level

PubMed Central

Medina-Smith, Andrea; Tryka, Kimberly A.; Silcox, Barbara P.; Hanisch, Robert J.

2016-01-01

Purpose This study looks at the changing way in which the Information Services Office (ISO) at the National Institute of Standards and Technology (NIST) provides services to NIST scientific and technical staff throughout their research and publishing cycles. These services include the more traditional services of a research library as well as publishing NIST technical reports and The Journal of Research of NIST, and preserving and exhibiting scientific instruments and other artifacts. ISO has always prided itself on having a close relationship with its customers, providing a high level of service, and developing new services to stay in front of NIST researcher needs. Through a concerted, strategic effort since the late 1990s, ISO has developed and promoted relationships with its key customers through its Lab Liaison Program. Design/methodology/approach This paper discusses the relationship ISO has developed with the Office of Data and Informatics (ODI), how this relationship was forged, and how this collaboration will serve as a model for working with the other labs and programs at NIST. It will also discuss the risks and opportunities of this new collaborative service model, how ISO positioned itself to become an equal partner with ODI in the exploration of solutions to data management issues, and the benefits of the relationship from ODI's perspective. Findings A pattern of strategic changes to the services and activities offered by the Lab Liaison program has put ISO in the position to collaborate as peers with researchers at NIST. Originality/value This study provides an overview of how ISO made strategic decisions to incorporate non-traditional services to support data management at NIST. PMID:27891247

Suitability of customer relationship management systems for the management of study participants in biomedical research.

PubMed

Schwanke, J; Rienhoff, O; Schulze, T G; Nussbeck, S Y

2013-01-01

Longitudinal biomedical research projects study patients or participants over a course of time. No IT solution is known that can manage study participants, enhance quality of data, support re-contacting of participants, plan study visits, and keep track of informed consent procedures and recruitments that may be subject to change over time. In business settings management of personal is one of the major aspects of customer relationship management systems (CRMS). To evaluate whether CRMS are suitable IT solutions for study participant management in biomedical research. Three boards of experts in the field of biomedical research were consulted to get an insight into recent IT developments regarding study participant management systems (SPMS). Subsequently, a requirements analysis was performed with stakeholders of a major biomedical research project. The successive suitability evaluation was based on the comparison of the identified requirements with the features of six CRMS. Independently of each other, the interviewed expert boards confirmed that there is no generic IT solution for the management of participants. Sixty-four requirements were identified and prioritized in a requirements analysis. The best CRMS was able to fulfill forty-two of these requirements. The non-fulfilled requirements demand an adaption of the CRMS, consuming time and resources, reducing the update compatibility, the system's suitability, and the security of the CRMS. A specific solution for the SPMS is favored instead of a generic and commercially-oriented CRMS. Therefore, the development of a small and specific SPMS solution was commenced and is currently on the way to completion.

75 FR 8772 - Self-Regulatory Organizations; Financial Industry Regulatory Authority, Inc.; Order Approving...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-02-25

... broker-customer relationship; or (5) the lending arrangement is based on a business relationship outside of the broker-customer relationship. In addition, with the exception of lending arrangements between... for a loan that is not the product of the broker- customer relationship would not vitiate the idea...

12 CFR 573.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2013 CFR

2013-01-01

... customer, not later than when you establish a customer relationship, except as provided in paragraph (e) of... as authorized by §§ 573.14 and 573.15; and (2) You do not have a customer relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer...

12 CFR 573.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2012 CFR

2012-01-01

... customer, not later than when you establish a customer relationship, except as provided in paragraph (e) of... as authorized by §§ 573.14 and 573.15; and (2) You do not have a customer relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer...

16 CFR 313.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2013 CFR

2013-01-01

... becomes your customer, not later than when you establish a customer relationship, except as provided in... as authorized by §§ 313.14 and 313.15; and (2) You do not have a customer relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer...

17 CFR 248.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2014 CFR

2014-04-01

... becomes your customer, not later than when you establish a customer relationship, except as provided in... as authorized by §§ 248.14 and 248.15; and (2) You do not have a customer relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer...

12 CFR 573.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2011 CFR

2011-01-01

... customer, not later than when you establish a customer relationship, except as provided in paragraph (e) of... as authorized by §§ 573.14 and 573.15; and (2) You do not have a customer relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer...

16 CFR 313.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2010 CFR

2010-01-01

... becomes your customer, not later than when you establish a customer relationship, except as provided in... as authorized by §§ 313.14 and 313.15; and (2) You do not have a customer relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer...

17 CFR 160.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2010 CFR

2010-04-01

... becomes your customer, not later than when you establish a customer relationship, except as provided in... as authorized by §§ 160.14 and 160.15; and (2) You do not have a customer relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer...

12 CFR 573.4 - Initial privacy notice to consumers required.

Code of Federal Regulations, 2010 CFR

2010-01-01

... customer, not later than when you establish a customer relationship, except as provided in paragraph (e) of... as authorized by §§ 573.14 and 573.15; and (2) You do not have a customer relationship with the consumer. (c) When you establish a customer relationship—(1) General rule. You establish a customer...

75 FR 13471 - Telephone Consumer Protection

Federal Register 2010, 2011, 2012, 2013, 2014

2010-03-22

... Business Relationship Customers 12. The FCC's TCPA Rules. The TCPA prohibits the use of artificial or... business relationship customers. 15. In 2008, the FTC amended the Telemarketing Sales Rule to make explicit... relationships'' or ``impede communications'' between businesses and their customers. In particular, the...

48 CFR 538.272 - MAS price reductions.

Code of Federal Regulations, 2010 CFR

2010-10-01

... maintain during the contract period the negotiated price/discount relationship (and/or term and condition relationship) between the eligible ordering activities and the offeror's customer or category of customers on... customers) that results in a less advantageous relationship between the eligible ordering activities and...

12 CFR Appendix C to Part 30 - OCC Guidelines Establishing Standards for Residential Mortgage Lending Practices

Code of Federal Regulations, 2010 CFR

2010-01-01

.... Preservation of Existing Authority C. Relationship to Other Legal Requirements D. Definitions II. Standards for... injurious to bank customers and that expose the bank to credit, legal, compliance, reputation, and other... and supervisory guidance on fiduciary activities and asset management address the need for national...

76 FR 37403 - Treasury International Capital Form SLT: Report of Aggregate Holdings of Long-Term Securities by...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-06-27

... reporting entity's own account and for customers. The reporting entity should include reportable securities....- resident end-investor. Securities held as part of a direct investment relationship should not be reported... Management and Budget (OMB) in accordance with the Paperwork Reduction Act and assigned control number 1505...

12 CFR 41.90 - Duties regarding the detection, prevention, and mitigation of identity theft.

Code of Federal Regulations, 2010 CFR

2010-01-01

... appendix J, the following definitions apply: (1) Account means a continuing relationship established by a... directors, a designated employee at the level of senior management. (3) Covered account means: (i) An... offers or maintains for which there is a reasonably foreseeable risk to customers or to the safety and...

12 CFR 334.90 - Duties regarding the detection, prevention, and mitigation of identity theft.

Code of Federal Regulations, 2010 CFR

2010-01-01

... Appendix J, the following definitions apply: (1) Account means a continuing relationship established by a... directors, a designated employee at the level of senior management. (3) Covered account means: (i) An... offers or maintains for which there is a reasonably foreseeable risk to customers or to the safety and...

12 CFR 571.90 - Duties regarding the detection, prevention, and mitigation of identity theft.

Code of Federal Regulations, 2010 CFR

2010-01-01

... section and appendix J, the following definitions apply: (1) Account means a continuing relationship... board of directors, a designated employee at the level of senior management. (3) Covered account means... institution or creditor offers or maintains for which there is a reasonably foreseeable risk to customers or...

Towards Secure and Trustworthy Cyberspace: Social Media Analytics on Hacker Communities

ERIC Educational Resources Information Center

Li, Weifeng

2017-01-01

Social media analytics is a critical research area spawned by the increasing availability of rich and abundant online user-generated content. So far, social media analytics has had a profound impact on organizational decision making in many aspects, including product and service design, market segmentation, customer relationship management, and…

76 FR 52326 - Agency Information Collection Activities: Proposed Collection Renewals; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2011-08-22

... Information and Regulatory Affairs, Office of Management and Budget, New Executive Office Building, Washington... section 7 of the Bank Service Corporation Act (12 U.S.C. 1867), of the relationship with a bank service... their availability policies to customers, and begin accruing interest on such deposits promptly. The...

The 2015 Enterprise Application Market in Higher Education: Customer Relationship Management Systems

ERIC Educational Resources Information Center

Lang, Leah; Pirani, Judith A.

2016-01-01

Institutions face both challenges and opportunities in communicating with external constituent groups, from marketing new programs to attracting visitors and soliciting alumni. A college or university's tight-knit community of students, alums, and friends adds a special dimension to the higher education experience; bonds formed in college often…

Hospital CRM: unexplored frontier of revenue growth?

PubMed

Young, Thomas

2007-10-01

Customer relationship management (CRM) has a less-than-stellar reputation, in large part because efforts to implement it have been piecemeal and not well funded. The technologies now exist to make CRM much more effective than it has been in the past. Many hospitals today are demonstrating a substantial ROI from implementing a comprehensive CRM program.

12 CFR Appendix C to Part 30 - OCC Guidelines Establishing Standards for Residential Mortgage Lending Practices

Code of Federal Regulations, 2014 CFR

2014-01-01

.... Preservation of Existing Authority C. Relationship to Other Legal Requirements D. Definitions II. Standards for... injurious to bank customers and that expose the bank to credit, legal, compliance, reputation, and other... and supervisory guidance on fiduciary activities and asset management address the need for national...

Is Open Source the ERP Cure-All?

ERIC Educational Resources Information Center

Panettieri, Joseph C.

2008-01-01

Conventional and hosted applications thrive, but open source ERP (enterprise resource planning) is coming on strong. In many ways, the evolution of the ERP market is littered with ironies. When Oracle began buying up customer relationship management (CRM) and ERP companies, some universities worried that they would be left with fewer choices and…

12 CFR Appendix C to Part 30 - OCC Guidelines Establishing Standards for Residential Mortgage Lending Practices

Code of Federal Regulations, 2013 CFR

2013-01-01

.... Preservation of Existing Authority C. Relationship to Other Legal Requirements D. Definitions II. Standards for... injurious to bank customers and that expose the bank to credit, legal, compliance, reputation, and other... and supervisory guidance on fiduciary activities and asset management address the need for national...

The impact of the different payment options on the medical services clients' satisfaction building process

NASA Astrophysics Data System (ADS)

Skowron, Łukasz; Gąsior, Marcin; Sak-Skowron, Monika

2014-12-01

Both the scientific bodies as well as business practitioners over the past few years have concentrated their efforts in the field of marketing and management primarily around the concept of customer, wanting to know more about him/her and trying to understand their behaviour so that their market activities can more easily be influenced and shaped. In today's market, the customer bases the purchase-decision-making process on choosing a good/service that will give him/her the greatest satisfaction, a subjective, positive experience, which is an emotional reaction to the perceived value. Its level is a result of the comparison between the level of expectations arising from past experience, obtained information and promises, and the perception of experienced situation. In the empirical part of the manuscript, the authors present the main differences in the process of building customer satisfaction and loyalty for two groups of patients: those using prepaid medical services and those who pay for their services each time. Reported results refer to research carried out by the authors between August and October 2012 in the city of Warsaw (Poland) with use of the Structural Equation Modeling analysis. The study was conducted via paper surveys, on a sample of 1590 respondents who were the patients of selected medical organizations. The study demonstrated, using two, separate models, that among aforementioned groups of patients, the evaluation of health services proceeds in quite a different way. This indicates significant implications, of marketing and management character in the field of communication and building long-term patient-organization relationships. Medical establishments wanting to manage effectively their relationships with current and potential customers need to understand the nature of the different groups of patients and be able to adjust the scope and form of marketing activities to their different expectations and preferences.

Consumer perceptions on sustainable practices implemented in foodservice organizations in Korea

PubMed Central

Ju, Seyoung

2016-01-01

BACKGROUND/OBJECTIVES Sustainable practices in foodservice organizations including commercial and noncommercial ones are critical to ensure the protection of the environment for the future. With the rapid growth of the foodservice industry, wiser usage of input sources such as food, utilities, and single use packaging should be reconsidered for future generations. Therefore, this study aims to investigate the customer's perceptions on sustainable practices and to identify the relationship among sustainable practices, social contribution and purchase intention. SUBJECTS/METHODS The study was conducted using content analyses by reviewing articles on sustainable food service practices published domestically and abroad. Thereafter, data were collected with a face-to-face survey using a questionnaire and analyzed with factor analyses and multiple regressions. RESULTS Sustainable practices classified with factor analysis consisted of 6 dimensions of green food material procurement, sustainable food preparation, green packaging, preservation of energy, waste management, and public relations on green activity, with a total of 25 green activities in foodservice operations. Consumers were not very familiar with the green activities implemented in the foodservice unit, with the lowest awareness of "green food material procurement (2.46 out of 5 points)", and the highest awareness of "green packaging (3.74)" and "waste management (3.28). The factors influencing the perception of social contribution by foodservice organizations among 6 sustainable practice dimensions were found to be public relations on green activity (β = 0.154), waste management (β = 0.204) and sustainable food preparation (β = 0.183). Green packaging (β = 0.107) and the social contribution of the foodservice organization (β = 0.761) had strong relationships with the image of the organization. The purchase intentions of customers was affected only by the foodservice image (β = 0.775). CONCLUSIONS The results of this study suggest that sustainable practices by foodservice organization present a good image to customers and increase the awareness of valuable contributions that benefit the customer as well as the community. PMID:26865923

Consumer perceptions on sustainable practices implemented in foodservice organizations in Korea.

PubMed

Ju, Seyoung; Chang, Hyeja

2016-02-01

Sustainable practices in foodservice organizations including commercial and noncommercial ones are critical to ensure the protection of the environment for the future. With the rapid growth of the foodservice industry, wiser usage of input sources such as food, utilities, and single use packaging should be reconsidered for future generations. Therefore, this study aims to investigate the customer's perceptions on sustainable practices and to identify the relationship among sustainable practices, social contribution and purchase intention. The study was conducted using content analyses by reviewing articles on sustainable food service practices published domestically and abroad. Thereafter, data were collected with a face-to-face survey using a questionnaire and analyzed with factor analyses and multiple regressions. Sustainable practices classified with factor analysis consisted of 6 dimensions of green food material procurement, sustainable food preparation, green packaging, preservation of energy, waste management, and public relations on green activity, with a total of 25 green activities in foodservice operations. Consumers were not very familiar with the green activities implemented in the foodservice unit, with the lowest awareness of "green food material procurement (2.46 out of 5 points)", and the highest awareness of "green packaging (3.74)" and "waste management (3.28). The factors influencing the perception of social contribution by foodservice organizations among 6 sustainable practice dimensions were found to be public relations on green activity (β = 0.154), waste management (β = 0.204) and sustainable food preparation (β = 0.183). Green packaging (β = 0.107) and the social contribution of the foodservice organization (β = 0.761) had strong relationships with the image of the organization. The purchase intentions of customers was affected only by the foodservice image (β = 0.775). The results of this study suggest that sustainable practices by foodservice organization present a good image to customers and increase the awareness of valuable contributions that benefit the customer as well as the community.

The role of learning and customer orientation for delivering service quality to patients.

PubMed

Bellou, Victoria

2010-01-01

This study seeks to investigate the impact that learning orientation, internal and external customer orientation have on quality of care delivered to patients. Additionally, given the differences between managerial and non-managerial employees regarding organizational value perception and focus on the needs of internal customers and patients, the study aims to examine potential variations in these relationships. The study took place in ten out of 31 public hospitals operating in the five largest districts in continental Greece. Hospitals were chosen on a random basis. Out of 800 questionnaires that were personally administered, 499 usable responses were gathered. The extent to which employees create and use knowledge and focus on satisfying the needs of both internal customers and patients is indicative of the quality of care provided. In addition, only managerial employees believe that learning orientation reinforces quality of care. The fact that employees rated quality of care delivered to patients and that most employees had extended tenure should be taken into consideration when interpreting these findings. Top management needs to create a strong and clear culture that emphasizes learning, as well as internal customer and patient orientation, and infuse them among all organizational members. Moreover, human resource management policies should be aligned to meeting or exceeding patients' requests and expectations. The paper enhances existing knowledge with regard to the antecedents of offering medical care of high quality.

Managing for creativity.

PubMed

Florida, Richard; Goodnight, Jim

2005-01-01

A company's most important asset isn't raw materials, transportation systems, or political influence. It's creative capital--simply put, an arsenal of creative thinkers whose ideas can be turned into valuable products and services. Creative employees pioneer new technologies, birth new industries, and power economic growth. If you want your company to succeed, these are the people you entrust it to. But how do you accommodate the complex and chaotic nature of the creative process while increasing efficiency, improving quality, and raising productivity? Most businesses haven't figured this out. A notable exception is SAS Institute, the world's largest privately held software company. SAS makes Fortune's 100 Best Companies to Work For list every year. The company has enjoyed low employee turnover, high customer satisfaction, and 28 straight years of revenue growth. What's the secret to all this success? The authors, an academic and a CEO, approach this question differently, but they've come to the same conclusion: SAS has learned how to harness the creative energies of all its stakeholders, including its customers, software developers, managers, and support staff. Its framework for managing creativity rests on three guiding principles. First, help employees do their best work by keeping them intellectually engaged and by removing distractions. Second, make managers responsible for sparking creativity and eliminate arbitrary distinctions between "suits" and "creatives". And third, engage customers as creative partners so you can deliver superior products. Underlying all three principles is a mandate to foster interaction--not just to collect individuals' ideas. By nurturing relationships among developers, salespeople, and customers, SAS is investing in its future creative capital. Within a management framework like SAS's, creativity and productivity flourish, flexibility and profitability go hand in hand, and work/life balance and hard work aren't mutually exclusive.

The utility and its customer: A complex relationship

DOE Office of Scientific and Technical Information (OSTI.GOV)

Covelli, L.; Williams, M.V.

Developing methods of tracking customer satisfaction for utilities presents major problems since the customer reacts to the utility on many different levels. The more obvious are in relation to the product (energy) and the services the company provides. More recently there has been talk of the {open_quotes}brand{close_quotes} elements of the company-customer relationship. Ontario Hydro (OH) has developed a method utilizing four separate domains for measuring and tracking customer satisfaction: product, service, competitiveness, and institutional relationships. Ontario Hydro conducted a survey of over 1200 residential customers. The respondents received a detailed in-person survey of their estimation of the importance of specificmore » aspects of customer service and their view of Ontario Hydro`s performance on those same issues. The data yielded 28 factors covered a large variety of separate concerns: customer service, and treatment of customers to export policy. OH concluded that the utility`s relationship with its customer is more complex than the susual customer-vendor interaction. A utility not only provides a product and a service, it has a institutional personality and provides an absolutely necessary product under an exclusive franchise and executes government policy as a regulated monopoly. It was found that customers are sensitive to all of these attributes.« less

77 FR 75490 - Agency Information Collection Activities; Reinstatement With Change of a Currently-Approved...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-12-20

... of the relationship between the Agency and its Federal, State, and industry customers. Consequently... relationships with its main customer groups. The assessment will address: Overall customer satisfaction... Information Collection Request: Information Technology Services Survey Portal Customer Satisfaction Assessment...

Loyalty-based management.

PubMed

Reichheld, F F

1993-01-01

Despite a flurry of activities aimed at serving customers better, few companies have systematically revamped their operations with customer loyalty in mind. Instead, most have adopted improvement programs ad hoc, and paybacks haven't materialized. Building a highly loyal customer base must be integral to a company's basic business strategy. Loyalty leaders like MBNA credit cards are successful because they have designed their entire business systems around customer loyalty--a self-reinforcing system in which the company delivers superior value consistently and reinvents cash flows to find and keep high-quality customers and employees. The economic benefits of high customer loyalty are measurable. When a company consistently delivers superior value and wins customer loyalty, market share and revenues go up, and the cost of acquiring new customers goes down. The better economics mean the company can pay workers better, which sets off a whole chain of events. Increased pay boosts employee moral and commitment; as employees stay longer, their productivity goes up and training costs fall; employees' overall job satisfaction, combined with their experience, helps them serve customers better; and customers are then more inclined to stay loyal to the company. Finally, as the best customers and employees become part of the loyalty-based system, competitors are left to survive with less desirable customers and less talented employees. To compete on loyalty, a company must understand the relationships between customer retention and the other parts of the business--and be able to quantify the linkages between loyalty and profits. It involves rethinking and aligning four important aspects of the business: customers, product/service offering, employees, and measurement systems.

76 FR 47185 - Agency Information Collection Activities; Proposed Collection; Comment Request; Extension

Federal Register 2010, 2011, 2012, 2013, 2014

2011-08-04

... customer relationship with a consumer and/or before sharing a consumer's non-public personal information... entities: (1) 100,000 respondents, approximately 70% of whom maintain customer relationships exceeding one...) When initially establishing a customer relationship and/or before sharing a consumer's non-public...

A natural fit: home healthcare and biomedical engineering.

PubMed

Damasco, Nestor; Abe, Chris

2010-01-01

The involvement of Biomed in management of home care equipment has become a natural fit for Rady Children's Hospital. Managing all aspects of home care equipment through an in-house biomedical engineering department is cost-effective, efficient, provides excellent customer service, and enhances the relationship with the clinical staff and patients. It develops a sense of security for patients and staff that home care equipment is tested and maintained in a stringent manner that promotes safety.

An empirical research on customer satisfaction study: a consideration of different levels of performance.

PubMed

Lee, Yu-Cheng; Wang, Yu-Che; Lu, Shu-Chiung; Hsieh, Yi-Fang; Chien, Chih-Hung; Tsai, Sang-Bing; Dong, Weiwei

2016-01-01

Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers served by one tourism factory organizations in Taiwan. A partial least squares was performed to analyze and test the theoretical model. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. In addition, in terms of customer loyalty, the customer satisfaction is more important than image for satisfied and dissatisfied customers. The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management.

12 CFR 229.57 - Consumer awareness.

Code of Federal Regulations, 2010 CFR

2010-01-01

... customer relationship is initiated, for each customer relationship established after October 28, 2004. (2... (b) of this section, a brief disclosure to each of its consumer customers that describes— (1) That a... consumer customer who receives paid original checks or paid substitute checks with his or her periodic...

12 CFR 40.7 - Form of opt out notice to consumers; opt out methods.

Code of Federal Regulations, 2010 CFR

2010-01-01

..., if the consumer agrees, electronically. (2) When a customer relationship terminates, the customer's... during or related to that relationship. If the individual subsequently establishes a new customer... opt out notice in writing or, if the consumer agrees, electronically. (d) Joint relationships. (1) If...

Relationship between total quality management, critical paths, and outcomes management.

PubMed

Lynn, P A

1996-09-01

Total quality management (TQM), clinical paths, and outcomes management are high-profile strategies in today's health care environment. Each strategy is distinct, yet there are interrelationships among them. TQM supports a customer-focused organizational culture, providing tools and techniques to identify and solve problems. Clinical paths are tools for enhancing patient care coordination and for identifying system-wide and patient population specific issues. Outcomes management is an integrated system for measuring the results in patient populations over time. There is a recent shift in outcomes measurement towards expanding both the nature of the outcomes examined and the timeframes in which they are studied.

12 CFR 208.101 - Obligations concerning institutional customers.

Code of Federal Regulations, 2010 CFR

2010-01-01

... relationship that exists between the bank and the customer. Relevant considerations could include: (1) Any... relationship between the bank and the customer and the services to be rendered by the bank; (2) The presence or... 12 Banks and Banking 2 2010-01-01 2010-01-01 false Obligations concerning institutional customers...

High tech the old-fashioned way. An interview with Tom Siebel of Siebel Systems. Interview by Bronwyn Fryer.

PubMed

Siebel, T

2001-03-01

There is a growing awareness among corporations that the quality of the customer experience they provide directly affects their bottom line. Many are turning to high-flying software maker Siebel Systems for help in managing those relationships. The young company holds a leadership position in an explosive market-enterprise application software. But customer satisfaction, not dot-com chic, is foremost on the mind of Siebel Systems' founder, chairman, and CEO, Tom Siebel. The buttoned-down Siebel rejects the freewheeling management style and culture that characterize many Silicon Valley companies. As the former CEO of Gain Technology and a former executive at Oracle, Siebel believes in putting customers ahead of technology, discipline ahead of inspiration. In this interview, conducted at the company's San Mateo, California, headquarters, Siebel describes how this obsessive focus on customer satisfaction has been the driving force behind the company's success. He talks about how the organization remains true to its core values: a deep commitment to providing customer satisfaction; responsible fiscal practices that have created a cash-positive business amid today's cash-negative dot-coms; and general professionalism. "The notion of dressing in jeans and a T-shirt to greet the CEO of a major financial institution who just got off the plane from Munich is not acceptable," he says. Siebel Systems rejects the concept of going to war with rivals; instead, the CEO says, the company has forged an ecosystem of partnerships that allows it to support and integrate its own systems with other companies' software products and ultimately ease the customer's software installations. Indeed, Siebel says, the CEO's most important job is to understand what customers need and deliver that.

CUSTOMS SERVICE MODERNIZATION: Management Improvements Needed on High-Risk Automated Commercial Environment Project

DTIC Science & Technology

2002-05-01

GAO United States General Accounting OfficeReport to Congressional CommitteesMay 2002 CUSTOMS SERVICE MODERNIZATION Management Improvements Needed...from... to) - Title and Subtitle CUSTOMS SERVICE MODERNIZATION: Management Improvements Needed on High-Risk Automated Commercial Environment... Customs management of ACE. Subject Terms Report Classification unclassified Classification of this page unclassified Classification of Abstract

Improving Forsyth Technical Community College's Ability to Develop and Maintain Partnerships: Leveraging Technology to Develop Partnerships

ERIC Educational Resources Information Center

Murdock, Alan K.

2017-01-01

Forsyth Technical Community College (FTCC) face a shortage of funding to meet the demands of students, faculty, staff and businesses. Through this practitioner research, the utilization of the college's current customer relationship management (CRM) database advanced. By leveraging technology, the researcher assisted the college in meeting the…

Integrating SFA Technology into the Sales Curriculum: Helping Students Understand What, Why, and When

ERIC Educational Resources Information Center

Jelinek, Ronald

2018-01-01

While sales force automation (SFA) and customer relationship management are important concepts in business-to-business selling, many instructors struggle to effectively integrate these topics into their curriculum. The research described in this article offers a role play and two coordinating sets of slides that aim to help students better…

16 CFR 681.1 - Duties regarding the detection, prevention, and mitigation of identity theft.

Code of Federal Regulations, 2010 CFR

2010-01-01

... following definitions apply: (1) Account means a continuing relationship established by a person with a... employee at the level of senior management. (3) Covered account means: (i) An account that a financial... for which there is a reasonably foreseeable risk to customers or to the safety and soundness of the...

12 CFR 222.90 - Duties regarding the detection, prevention, and mitigation of identity theft.

Code of Federal Regulations, 2010 CFR

2010-01-01

... following definitions apply: (1) Account means a continuing relationship established by a person with a... employee at the level of senior management. (3) Covered account means: (i) An account that a financial... for which there is a reasonably foreseeable risk to customers or to the safety and soundness of the...

From a social marketing perspective: a proposed customer relationship management technology transfer model

Treesearch

Delton Alderman; Kent Nakamoto; David Briberg

2007-01-01

Technology and knowledge transfer (TKT) is practiced for a plethora of causes, ranging from AIDS prevention to manufacturing competitiveness. The number of government, university, and association TKT efforts is exhausting and fraught with problems; we know anecdotally that the adoption of technology or knowledge is minimal across all contexts. There are a myriad of...

The mismanagement of customer loyalty.

PubMed

Reinartz, Werner; Kumar, V

2002-07-01

Who wouldn't want loyal customers? Surely they should cost less to serve, they'd be willing to pay more than other customers, and they'd actively market your company by word of mouth, right? Maybe not. Careful study of the relationship between customer loyalty and profits plumbed from 16,000 customers in four companies' databases tells a different story. The authors found no evidence to support any of these claims. What they did find was that the link between customers and profitability was more complicated because customers fall into four groups, not two. Simply put: Not all loyal customers are profitable, and not all profitable customers are loyal. Traditional tools for segmenting customers do a poor job of identifying that latter group, causing companies to chase expensively after initially profitable customers who hold little promise of future profits. The authors suggest an alternative approach, based on well-established "event-history modeling" techniques, that more accurately predicts future buying probabilities. Armed with such a tool, marketers can correctly identify which customers belong in which category and market accordingly. The challenge in managing customers who are profitable but disloyal--the "butterflies"--is to milk them for as much as you can while they're buying from you. A softly-softly approach is more appropriate for the profitable customers who are likely to stay loyal--your "true friends." As for highly loyal but not very profitable customers--the "barnacles"--you need to find out if they have the potential to spend more than they currently do. And, of course, for the "strangers"--those who generate no loyalty and no profits--the answer is simple: Identify early and don't invest anything.

A Measurement of Civil Engineering Customer Satisfaction.

DTIC Science & Technology

1987-09-01

to best represent civil engineering customers : military building managers , civilian building managers , and field grade officers. Building managers ...not know how well they are meeting the expectations of their customers . In their book on service management , 5- I8 Albrecht and Zemke fault American...Austin provide the simplest definition of a customer -- one who pays the bills .59 (2:45). In his book on service management , Richard Normann labels tile

75 FR 22641 - Order Extending and Modifying Temporary Conditional Exemptions Under the Securities Exchange Act...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-04-29

... those positions. Under Eurex customer clearing, the clearing relationship and Eurex's guarantee extends... member default. The customer relationship would be governed by an agreement between the customer and the...' customers (in addition to clearing CDS transactions of members and their affiliates, as permitted by the...

Targeting, Segmenting and Positioning the Market for College Students to Increase Customer Satisfaction and Overall Performance

ERIC Educational Resources Information Center

Wright, Robert E.

2008-01-01

Numerous studies have explored the relationship between marketing efforts and firm financial performance. Studies have looked at potential lifetime value of customers, to demonstrate the value of keeping customers. Various other studies have looked at the relationship between customer satisfaction and firm performance. However, few studies have…

17 CFR 248.5 - Annual privacy notice to customers required.

Code of Federal Regulations, 2010 CFR

2010-04-01

... relationship exists. You may define the 12-consecutive-month period, but you must apply it to the customer on a.... (b)(1) Termination of customer relationship. You are not required to provide an annual notice to a... customers required. 248.5 Section 248.5 Commodity and Securities Exchanges SECURITIES AND EXCHANGE...

Customer Care Management. Customer Care Management Module. Operational Management Programme. Increasing Opportunities for Supervisors and Managers.

ERIC Educational Resources Information Center

Murray, Jennifer; Hayter, Roy

These teacher's materials are intended to support trainers as they conduct a 1-day course on each of the following topics regarding the hotel and catering industry in Great Britain: the customer perspective, customer service standards, and quality control. The first section explains how to use the materials. The instructions for conducting each…

The four faces of mass customization.

PubMed

Gilmore, J H; Pine, B J

1997-01-01

Virtually all executives today recognize the need to provide outstanding service to customers. Focusing on the customer, however, is both an imperative and a potential curse. In their desire to become customer driven, many companies have resorted to inventing new programs and procedures to meet every customer's request. But as customers and their needs grow increasingly diverse, such an approach has become a surefire way to add unnecessary cost and complexity to operations. Companies around the world have embraced mass customization in an attempt to avoid those pitfalls. Readily available information technology and flexible work processes permit them to customize goods or services for individual customers in high volumes at low cost. But many managers have discovered that mass customization itself can produce unnecessary cost and complexity. They are realizing that they did not examine thoroughly enough what kind of customization their customers would value before they plunged ahead. That is understandable. Until now, no framework has existed to help managers determine the type of customization they should pursue. James Gilmore and Joseph Pine provide managers with just such a framework. They have identified four distinct approaches to customization. When designing or redesigning a product, process, or business unit, managers should examine each approach for possible insights into how to serve their customers best. In some cases, a single approach will dominate the design. More often, however, managers will need a mix of some or all of the four approaches to serve their own particular set of customers.

Preventing the premature death of relationship marketing.

PubMed

Fournier, S; Dobscha, S; Mick, D G

1998-01-01

Relationship marketing is in vogue. And why not? The new, increasingly efficient ways that companies have of understanding and responding to customers' needs and preferences seemingly allow them to build more meaningful connections with consumers than ever before. These connections promise to benefit the bottom line by reducing costs and increasing revenue. Unfortunately, a close look suggests that the relationships between companies and customers are troubled ones, at best. Companies may delight in learning more about their customers and in being able to provide features and services to please every possible palate. But customers delight in neither. In fact, customer satisfaction rates in the United States are at an all-time low, while complaints, boycotts, and other expressions of consumer discontent are on the rise. This mounting wave of unhappiness has yet to reach the bottom line. Sooner or later, however, corporate performance will suffer unless relationship marketing becomes what it is supposed to be--the epitome of customer orientation. Ironically, the very things that marketers are doing to build relationships with customers are often the things that are destroying those relationships. Relationship marketing is powerful in theory but troubled in practice. To prevent its premature death, marketers need to take the time to figure out how and why they are undermining their own best efforts, as well as how they can get things back on track.

[Communication center in public health].

PubMed

George, W; Grimminger, F; Krause, B

2002-06-01

The Communications Center's portfolio covers areas such as marketing, contacts, distribution of information, sales activities and collection of bills by telephone (encashment). A special emphasis is Customer Care Management (Customer Relationship Management) to the patient and his caregivers (relatives), the customers, especially the physicians who send their patients to the hospital and the hospital doctor. By providing communication centers, the hospital would be able to improve the communication with the G.P.s, and identify the wishes and requirements more accurately and easily from the beginning. Dealing effectively with information and communication is already also of special importance for hospital doctors today. One can assume that the demands on doctors in this respect will become even more complex in the future. Doctors who are involved in scientific research are of course fully aware of the growing importance of the Internet with its new information and communication channels. Therefore analysing the current situation, the demands on a future information management system can be formulated: A system that will help doctors to avoid dealing with little goal-oriented information and thus setting up effective communication channels; an information system which is multi-media oriented towards the interests and needs of the patients and patient's relatives and which is further developed continually and directly by those involved.

Customer Management Skills for Effective Air Force Civil Engineering Customer Service.

DTIC Science & Technology

1986-09-01

advertise --competence. (1) Craftsmen working closely with customer service -doing what is promised when it’s promised -if return to job site required, tell...RD-RI74 1 4 CUSTOMER MANAGEMENT SKILLS FOR EFFECTIVE AIR FORCE / I CIVIL ENGINEERING CUST (U) AIR FORCE INST OF TECH WRIGHT-PATTERSON RFS ON...I93 -A CUSTOMER MANAGEMENT SKILLS FOR EFFECTIVE AIR FORCE CIVIL ENGINEERING CUSTOMER SERVICE THESIS Danny S.- Long Captain, USAF AFIT/GEM/DEM/86S-1 7

When Advisors' True Intentions Are in Question. How Do Bank Customers Cope with Uncertainty in Financial Consultancies?

PubMed

Mackinger, Barbara; Jonas, Eva; Mühlberger, Christina

2017-01-01

When making financial decisions bank customers are confronted with two types of uncertainty: first, return on investments is uncertain and there is a risk of losing money. Second, customers cannot be certain about their financial advisor's true intentions. This might decrease customers' willingness to cooperate with advisors. However, the uncertainty management model and fairness heuristic theory predict that in uncertain situations customers are willing to cooperate with financial advisors when they perceive fairness. In the current study, we investigated how perceived fairness in the twofold uncertain situations increased people's intended future cooperation with an advisor. We asked customers of financial consultancies about their experienced uncertainty regarding both the investment decision and the advisor's intentions. Moreover, we asked them about their perceived fairness, as well as their intention to cooperate with the advisor in the future. A three-way moderation analysis showed that customers who faced high uncertainty regarding the investment decision and high uncertainty regarding the advisor's true intentions indicated the lowest intended cooperation with the advisor but high fairness increased their cooperation. Interestingly, when people were only uncertain about the advisor's intentions (but certain about the decision) they indicated less cooperation than when they were only uncertain about the decision (but certain about the advisor's intentions). A mediated moderation analysis revealed that this relationship was explained by customers' lower trust in their advisors.

[A cross-level analysis of the links between service quality and disconfirmation of expectations and customer satisfaction].

PubMed

Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; González-Morales, M Gloria; Ramos, José; Peiró, José M

2009-08-01

This article examines links between disconfirmation of expectations and functional and relational service quality perceived by employees and customer satisfaction. A total of 156 employees, who were working in 52 work units, participated in the research study. In addition, 517 customers who were assisted by these work units were surveyed. Using a cross-level approach, we used a random coefficient model to test the aforementioned relationships. A strong relationship between disconfirmation of expectations and customer satisfaction was observed. Also, the results confirmed that functional service quality maintains an additional and significant association with customer satisfaction. In contrast, there were no significant relationships between relational service quality and customer satisfaction. The article concludes with a discussion of these results.

Applying Fourth Generation Management to Access Services: Reinventing Customer Service and Process Management

ERIC Educational Resources Information Center

Hasty, Douglas F.

2004-01-01

Are librarians doing all they can to ensure that customer services are delivered with the customer in mind? Librarians are great at helping, but we sometimes need help with identifying customers, defining their needs, developing services, and reviewing the processes behind the services. Fourth Generation Management provides new insight for…

Data mining approach to model the diagnostic service management.

PubMed

Lee, Sun-Mi; Lee, Ae-Kyung; Park, Il-Su

2006-01-01

Korea has National Health Insurance Program operated by the government-owned National Health Insurance Corporation, and diagnostic services are provided every two year for the insured and their family members. Developing a customer relationship management (CRM) system using data mining technology would be useful to improve the performance of diagnostic service programs. Under these circumstances, this study developed a model for diagnostic service management taking into account the characteristics of subjects using a data mining approach. This study could be further used to develop an automated CRM system contributing to the increase in the rate of receiving diagnostic services.

12 CFR 717.90 - Duties regarding the detection, prevention, and mitigation of identity theft.

Code of Federal Regulations, 2010 CFR

2010-01-01

... section and appendix J, the following definitions apply: (1) Account means a continuing relationship... 15 U.S.C. 1681a(r)(5). (5) Creditor has the same meaning as in 15 U.S.C. 1681a(r)(5). (6) Customer..., or a designated employee at the level of senior management in the oversight, development...

The Mediating Effect of Kaizen between Total Quality Management (TQM) and Business Performance

NASA Astrophysics Data System (ADS)

Shan, Ang Wei; Fauzi Ahmad, Mohd; Hisyamudin Muhd Nor, Nik

2016-11-01

Every customer preference is different but yet important. The global market is shifting rapidly, organizations are needed to continuously identify new opportunity to obtain competitive advantages. Literature suggested that manufacturing companies are needed to differentiate themselves through emphasize on quality and continuous improvement in product and services as a crucial part to secure and success in the future. The Total Quality Management (TQM) practices has developed a strong bearing on growth and competitiveness in market. Therefore, a proper continuous improvement (Kaizen) practice is needed to eliminate waste and value added in production to remain competitiveness and retained the potential customer. However, based on the previous study it had indicated an inconsistent result between TQM and BP. Besides that, researcher also less emphasized on mediator in previous work. Therefore, the purpose of this paper is to recommend the relationship between TQM and business performance with a mediator's effect of Kaizen. This proposed model attempt to create knowledge to both academician and company players to acquire a better understanding among the TQM and Kaizen practices. Consequently, the Structural Equation Modelling (SEM) techniques is applying to identify and evaluate the relationship among TQM, Kaizen, and business performance in developing a new TQM model.

Practical marketing for dentistry. 3. Relationship marketing and patient/customer satisfaction.

PubMed

Ball, R

1996-06-22

In this article, we look at the philosophy of customer focus and value, and how dental practices can produce and deliver high customer value and satisfaction, to retain as well as attract their customers-the patients. Total quality concepts will also be discussed in the context of their relationship with marketing activities. In all cases, where 'customer' is referenced, this means 'patient' in the context of a dentistry, since patients are the customers, their requirements must be considered in targeting the marketing of a dental practice.

Affecting the value chain through supplier kaizen.

PubMed

Forman, C R; Vargas, D H

1999-02-01

In the aerospace industry, typically 60 percent of a product's cost and 70 percent of the lead time are due to purchased material. To affect price and customer responsiveness, improvement initiatives must be extended into the supply chain. Many companies have developed supply base management systems that include long-term agreements with suppliers, partnering with suppliers in risk taking and product design, information sharing, and quality and delivery rating systems. The premise is that suppliers are an extension of the factory. But to take full advantage of customer-supplier relationships, the suppliers must be "developed" in the same manner as a manufacturing unit. Supplier kaizen is a method of bringing suppliers to the same level of operations as the parent company, through training and improvement projects, to ensure superior performance and nurture the trust that is required for strong partnerships. This article describes Sikorsky Aircraft's use of kaizen to improve its supply base management.

What Causal Forces Shape Internet Connectivity at the AS-level?

DTIC Science & Technology

2003-01-01

business “peering relationship .” By focusing on the AS subgraph ASPC whose links repre- sent provider- customer relationships , we present an empirical... customer relationships may be determined in the actual Internet, we develop a new optimization-driven model for Internet growth at the ASPC level...among ASs. Two ASs are connected in an AS graph by a link only if they have a “peering relationship ” between them, e.g., provider- customer or peer-to

National Aeronautics and Space Administration: Guidance for Improving Customer Satisfaction.

DTIC Science & Technology

1994-04-01

Logistics Management Institute National Aeronautics and Space Administration Guidance for Improving Customer Satisfaction NS302RD1 Lawrence... Management Institute (LMI) has been engaged to provide a common approach for planning, conducting, and analyzing customer satisfaction surveys. LMI...groups and formal surveys) (2) Process definition provides the understanding for addressing customer concerns (3) Management and employee

Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

PubMed

Susskind, Alex M; Kacmar, K Michele; Borchgrevink, Carl P

2003-02-01

The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone.

Quality management and the work environment: an empirical investigation in a public sector organization.

PubMed

Taveira, Alvaro D; James, Craig A; Karsh, Ben -Tzion; Sainfort, François

2003-07-01

The integration of quality management initiatives, particularly total quality management (TQM), and ergonomics has received increasing attention from scholars and practitioners. Above all, the question of how TQM programs relate to ergonomic aspects of organizational design and culture is at the center of this discussion. This study examines how elements of a "typical", Deming-inspired, TQM program in the public sector interact with the work environment. Elements of the TQM program were defined and measured using the Malcom Baldridge Award criteria. The specific elements examined were "Management Support of Quality", "Information and Analysis", "Human Resources", "Processes and Quality Results", and "Customer Focus and Satisfaction". The relationship between these TQM elements and the work environment were defined through five separate hypotheses. The work environment was described by the constructs "Supervisor Support", "Task Clarity", "Task Orientation", and "Innovation". Data were obtained through survey questionnaires administered to employees of four departments in a municipal government organization. Results supported three of the hypotheses, but produced some unanticipated outcomes with regard to the other two. Namely, "Management Support of Quality" was significantly related to "Supervisor Support", "Task Orientation", "Task Clarity" and "Innovation"; "Human Resources" was significantly related to "Supervisor Support"; "Processes and Quality Results" was significantly related to "Task Orientation" and "Innovation". Contrary to predicted "Information and Analysis" was negatively related to "Innovation", and "Customer Focus" was unrelated to any of the outcome variables. The relationships between these TQM elements and work environment dimensions are discussed. Implications for TQM and ergonomic practice are analyzed, and directions for future research proposed.

Managing customer service.

PubMed

Paget, Zoe

2015-02-28

Zoe Paget is the customer services manager at YourVets. Her role includes managing the company's call centre, social media marketing, working with the marketing department to develop customer care initiatives and reporting service levels to the company's directors. British Veterinary Association.

You don't always get what you want, and you don't always want what you get: An examination of control-desire for control congruence in transactional relationships.

PubMed

Mullins, Ryan R; Bachrach, Daniel G; Rapp, Adam A; Grewal, Dhruv; Beitelspacher, Lauren Skinner

2015-07-01

In this research we develop a framework to examine the drivers of customers' desire for control over the sales relationship, and consequences of fit between perceived and desired control. Data collected in a lagged field study of 144 retailer manager (customer)-salesperson dyads were modeled using hierarchical linear modeling and response surface modeling techniques. Results from our analysis reveal that salesperson expertise drives retailers' desire for control in these relationships. In addition, while incongruence in perceived-desired control was negatively associated with both satisfaction and objective sales, retailer satisfaction was higher when both desired and perceived control were high. Further, as desired and perceived control over the sales relationship both increase, product sales initially decrease, and then increase, exhibiting a "U-shaped" effect. Implications for both theory and practice are discussed. These include adaptive sales training to identify misalignment between desired and perceived control, optimization of cocreation strategies, incorporation of interorganizational relational constructs, exploration of triadic social network configurations, examination of unmet expectations, and the implications of assimilation-contrast theory. (c) 2015 APA, all rights reserved).

Building relationships with physicians. Internal marketing efforts help strengthen organizational bonds at a rural health care clinic.

PubMed

Peltier, J W; Boyt, T; Westfall, J E

1997-01-01

Physician turnover is costly for health care organizations, especially for rural organizations. One approach management can take to reduce turnover is to promote physician loyalty by treating them as an important customer segment. The authors develop an information--oriented framework for generating physician loyalty and illustrate how this framework has helped to eliminate physician turnover at a rural health care clinic. Rural health care organizations must develop a more internal marketing orientation in their approach to establishing strong relationship bonds with physicians.

Best face forward.

PubMed

Rayport, Jeffrey F; Jaworski, Bernard J

2004-12-01

Most companies serve customers through a broad array of interfaces, from retail sales clerks to Web sites to voice-response telephone systems. But while the typical company has an impressive interface collection, it doesn't have an interface system. That is, the whole set does not add up to the sum of its parts in its ability to provide service and build customer relationships. Too many people and too many machines operating with insufficient coordination (and often at cross-purposes) mean rising complexity, costs, and customer dissatisfaction. In a world where companies compete not on what they sell but on how they sell it, turning that liability into an asset is what separates winners from losers. In this adaptation of their forthcoming book by the same title, Jeffrey Rayport and Bernard Jaworski explain how companies must reengineer their customer interface systems for optimal efficiency and effectiveness. Part of that transformation, they observe, will involve a steady encroachment by machine interfaces into areas that have long been the sacred province of humans. Managers now have opportunities unprecedented in the history of business to use machines, not just people, to credibly manage their interactions with customers. Because people and machines each have their strengths and weaknesses, company executives must identify what people do best, what machines do best, and how to deploy them separately and together. Front-office reengineering subjects every current and potential service interface to an analysis of opportunities for substitution (using machines instead of people), complementarity (using a mix of machines and people), and displacement (using networks to shift physical locations of people and machines), with the twin objectives of compressing costs and driving top-line growth through increased customer value.

Challenges to counseling customers at the pharmacy counter--why do they exist?

PubMed

Kaae, Susanne; Traulsen, Janine Morgall; Nørgaard, Lotte Stig

2012-01-01

Challenges to engage pharmacy customers in medicine dialogues at the counter have been identified comprising a new and extended clinical role for pharmacists in the health care system. This article seeks to expand understanding of factors involved in successful interaction at the pharmacy counter between customers and pharmacy staff to develop their relationship further. Practical challenges to customer encounters experienced by community pharmacists are discussed using theory from the field of mainly inter-relational communication and particular studies on pharmacy communication. Preconceived expectation of customers, the type of question asked by pharmacy staff, and differences in perception of illness and medicines between staff and customers are discussed. Both staff and customer influence the outcome of attempts by pharmacy staff to engage customers in dialogue about their medicine use through a complex mechanism of interaction. It is recommended that practitioners and researchers begin to distinguish, both theoretically and practically, between the content of a conversation and the underlying relationship when exploring and further developing the therapeutic relationship between pharmacy personnel and customers. Copyright © 2012 Elsevier Inc. All rights reserved.

Factors affecting pharmacy engagement and pharmacy customer devotion in community pharmacy: A structural equation modeling approach.

PubMed

Nitadpakorn, Sujin; Farris, Karen B; Kittisopee, Tanattha

2017-01-01

The concept of customer engagement and devotion has been applied in various service businesses to keep the customers with business However, a limited number of studies were performed to examine the context of customer engagement and devotion in pharmacy business which focus on the impact of customer perceptions about pharmacists, perceived quality of pharmacy structure, medication price strategy on pharmacy engagement and pharmacy customer devotion in a pharmacy providing pharmaceutical care to the customers. This study aimed to assess a conceptual model depicting the relationships among customer perceptions about pharmacists, pharmacy quality structure, medication price, customer engagement, and customer devotion. And also aimed to assess and measure if there is a direct or indirect relationship between these factors. A quantitative study was conducted by using self-administered questionnaires. Two hundred and fifty three customers who regularly visited the pharmacy were randomly recruited from a purposively selected 30 community pharmacies in Bangkok. The survey was completed during February to April 2016. A structural equation model (SEM) was used to assess the direct and indirect relationships between constructs. A total of 253/300 questionnaires were returned for analysis, and the response rate was 84%. Only perceptions about pharmacist in customers receiving professional pharmacy services was statically significant regarding relationship with pharmacy engagement (beta=0.45). Concurrently, the model from empirical data fit with the hypothetical model (p-value = 0.06, adjusted chi-square (CMIN/DF)=1.16, Goodness of Fit Index (GFI)=0.93, Comparatively Fit Index (CFI)=0.99, and Root Mean Square Error Approximation (RMSEA)=0.03). The study confirmed the indirect positive influence of customer perceptions about pharmacist on pharmacy customer devotion in providing pharmacy services via pharmacy engagement It was customer perceptions about pharmacist that influenced customer retention, positive word of mouth and constructive advice to pharmacies, not quality of pharmacy structure and medication price. To create a long term impact on community pharmacy business, pharmacist is the key success factor.

National Aeronautics and Space Administration: An Approach for Meeting Customer Standards Under Executive Order 12862.

DTIC Science & Technology

1994-05-01

LOGISTICS MANAGEMENT INSTITUTE An Approach for Meeting Customer Standards Under Executive Order 12862 Summary Executive Order 12862, Setting...search Centers all operate and manage wind tunnels for both NASA and indus- try customers . Nonetheless, a separate wind-tunnel process should be...could include the man- ager of the process, selected members of the manager’s staff, a key customer , and a survey expert. The manager and staff would

A methodology model for quality management in a general hospital.

PubMed

Stern, Z; Naveh, E

1997-01-01

A reappraisal is made of the relevance of industrial modes of quality management to the issues of medical care. Analysis of the nature of medical care, which differentiates it from the supplier-client relationships of industry, presents the main intrinsic characteristics, which create problems in application of the industrial quality management approaches to medical care. Several examples are the complexity of the relationship between the medical action and the result obtained, the client's nonacceptance of economic profitability as a value in his medical care, and customer satisfaction biased by variable standards of knowledge. The real problems unique to hospitals are addressed, and a methodology model for their quality management is offered. Included is a sample of indicator vectors, measurements of quality care, cost of medical care, quality of service, and human resources. These are based on the trilogy of planning quality, quality control, and improving quality. The conclusions confirm the inadequacy of industrial quality management approaches for medical institutions and recommend investment in formulation of appropriate concepts.

Identification with the retail organization and customer-perceived employee similarity: effects on customer spending.

PubMed

Netemeyer, Richard G; Heilman, Carrie M; Maxham, James G

2012-09-01

Two constructs important to academicians and managers are the degree to which employees and customers identify with an organization, employee organizational identification (employee OI) and customer-company identification (customer identification), respectively. This research examines the effects of these identification constructs and the related construct of customer perceived similarity to employees on customer spending. Via a 1-year multilevel study of 12,047 customers and 1,464 store employees (sales associates) covering 212 stores of a specialty apparel retailer, our study contributes to the literature in 2 critical ways. First, we expand the theoretical network of employee OI and customer identification by examining the related construct of a customer's perceived similarity to store employees. We examine the incremental (not fully mediated) main and interaction effects of customer-perceived similarity to employees and employee OI on customer spending. Second, we examine the effect of customer identification on customer spending relative to the effect of customer satisfaction on customer spending. Thus, our study also contributes by demonstrating a potential complementary route to achieve customer spending (customer identification), a route that may be more readily affected by management than the efforts required for a sustained increase in customer satisfaction. Implications for academics and managers are offered.

Supervisors matter more than you think: components of a mission-centered organizational climate.

PubMed

Butcher, A H

1994-01-01

A study was conducted in a medical center among a diverse sample of employees to examine whether components of organizational climate related to workers' knowledge of the organization's mission and mission-centered values. Findings supported a mediated relationship between supervisor behaviors, mission knowledge, and customer service orientation (the organization's key mission value). Employee perceptions of coworker and organizational support and knowledge of their own performance expectations also related positively to customer service orientation. Results suggest that supervisors are in an ideal position to disseminate a mission-centered climate. Practical applications of these findings for management wishing to develop mission-centered climates in health care organizations are discussed.

How the Kano model contributes to Kansei engineering in services.

PubMed

Hartono, Markus; Chuan, Tan Kay

2011-11-01

Recent studies show that products and services hold great appeal if they are attractively designed to elicit emotional feelings from customers. Kansei engineering (KE) has good potential to provide a competitive advantage to those able to read and translate customer affect and emotion in actual product and services. This study introduces an integrative framework of the Kano model and KE, applied to services. The Kano model was used and inserted into KE to exhibit the relationship between service attribute performance and customer emotional response. Essentially, the Kano model categorises service attribute quality into three major groups (must-be [M], one-dimensional [O] and attractive [A]). The findings of a case study that involved 100 tourists who stayed in luxury 4- and 5-star hotels are presented. As a practical matter, this research provides insight on which service attributes deserve more attention with regard to their significant impact on customer emotional needs. STATEMENT OF RELEVANCE: Apart from cognitive evaluation, emotions and hedonism play a big role in service encounters. Through a focus on delighting qualities of service attributes, this research enables service providers and managers to establish the extent to which they prioritise their improvement efforts and to always satisfy their customer emotions beyond expectation.

Making business sense of the Internet.

PubMed

Ghosh, S

1998-01-01

For managers in large, well-established businesses, the Internet is a tough nut to crack. It is very simple to set up a Web presence and very difficult to create a Web-based business model. Established businesses that over decades have carefully built brands and physical distribution relationships risk damaging all they have created when they pursue commerce through the Net. Still, managers can't avoid the impact of electronic commerce on their businesses. They need to understand the opportunities available to them and recognize how their companies may be vulnerable if rivals seize those opportunities first. Broadly speaking, the Internet presents four distinct types of opportunities. First, it links companies directly to customers, suppliers, and other interested parties. Second, it lets companies bypass other players in an industry's value chain. Third, it is a tool for developing and delivering new products and services to new customers. Fourth, it will enable certain companies to dominate the electronic channel of an entire industry or segment, control access to customers, and set business rules. As he elaborates on these four points, the author gives established companies a systematic way to sort through the risks and rewards of doing business in cyberspace.

Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions.

PubMed

Medler-Liraz, Hana; Yagil, Dana

2013-01-01

Many studies have explored emotional regulation on the part of service employees, and its antecedents. However, customers' emotional regulation in general, and how it is affected by service employee behavior in particular, have received only scant attention. The present article explores a model suggesting that service employees' ingratiatory behavior relates to customer emotion regulation strategies, which in turn are related to customer satisfaction and loyalty. The model was tested with 131 service employee-customer dyads. The results show that service employee ingratiation was positively related to customers' deep acting but not related to surface acting. Customers' deep acting was positively related to their satisfaction. A positive relationship was found between customer satisfaction and loyalty.

Engaging the Student as a Customer: A Relationship Marketing Approach

ERIC Educational Resources Information Center

Bowden, Jana Lay-Hwa.

2011-01-01

Increasingly organizations are recognizing the value of establishing close relationships with their customers. Despite this, research has not deeply explored how the intangible aspects of relational exchange such as customer satisfaction, as well as affective commitment, calculative commitment, and trust, combine to determine loyalty in the…

16 CFR 313.7 - Form of opt out notice to consumers; opt out methods.

Code of Federal Regulations, 2010 CFR

2010-01-01

..., electronically. (2) When a customer relationship terminates, the customer's opt out direction continues to apply... the individual subsequently establishes a new customer relationship with you, the opt out direction... writing or, if the consumer agrees, electronically. (d) Joint relationships—(1) If two or more consumers...

12 CFR 332.7 - Form of opt out notice to consumers; opt out methods.

Code of Federal Regulations, 2010 CFR

2010-01-01

..., electronically. (2) When a customer relationship terminates, the customer's opt out direction continues to apply... the individual subsequently establishes a new customer relationship with you, the opt out direction... writing or, if the consumer agrees, electronically. (d) Joint relationships—(1) If two or more consumers...

12 CFR 216.7 - Form of opt out notice to consumers; opt out methods.

Code of Federal Regulations, 2010 CFR

2010-01-01

..., electronically. (2) When a customer relationship terminates, the customer's opt out direction continues to apply... the individual subsequently establishes a new customer relationship with you, the opt out direction... writing or, if the consumer agrees, electronically. (d) Joint relationships—(1) If two or more consumers...

The relationships among social capital, organisational commitment and customer-oriented prosocial behaviour of hospital nurses.

PubMed

Hsu, Chiu-Ping; Chang, Chia-Wen; Huang, Heng-Chiang; Chiang, Chi-Yun

2011-05-01

This study examines the perceptions of registered nurses of social capital, organisational commitment and customer-oriented prosocial behaviour. Additionally, this study also addresses a conceptual model for testing how registered nurses' perceptions of three types of social capital influence their organisational commitment, in turn intensifying customer-oriented prosocial behaviour, including role-prescribed customer service and extra-role customer service. Customer-oriented prosocial behaviour explains differences in job satisfaction and job performance. However, the critical role of customer orientation in the hospital setting has yet to be explored. Survey. The survey was conducted to obtain data from registered nurses working for a large Taiwanese medical centre, yielding 797 usable responses and a satisfactory response rate of 86.7%. The partial least squares method was adopted to obtain parameter estimates and test proposed hypotheses. The study measurements display satisfactory reliability, as well as both convergent and discriminant validities. All hypotheses were supported. Empirical results indicate that registered nurses' perceptions of social capital were significantly impacted the extent of organisational commitment, which in turn significantly influenced customer-oriented prosocial behaviour. By stimulating nursing staff commitment, health care providers can urge them to pursue organisational goals and provide high quality customer service. To enhance organisational commitment, health care managers should endeavour to create interpersonal interaction platforms in addition to simply offering material rewards. Nurses act as contact employees for their patient customers in the hospital, and they are required to provide patient safety and service quality. This study shows that nurses with high organisational commitment are willing to provide customer-oriented prosocial activities, which in turn enhances patient satisfaction. © 2011 Blackwell Publishing Ltd.

17 CFR 1.55 - Public disclosures by futures commission merchants.

Code of Federal Regulations, 2014 CFR

2014-04-01

...) A basic overview of customer fund segregation, futures commission merchant collateral management and... futures customer, Cleared Swaps Customer, and 30.7 customer receivable balances that the futures... financial data for futures commission merchants. (Approved by the Office of Management and Budget under...

Customer Service: Implications for Reference Practice.

ERIC Educational Resources Information Center

Whitlatch, Jo Bell

1995-01-01

The past decade has seen an increasing emphasis on customer service in business research and management. Two concepts in understanding business customer service practices are discussed: the service encounter and total quality management. Highlights include customer service research and practices in business; implications for library reference…

Transmitting patient and device data via GSM--central management for decentral mobile medical devices.

PubMed

Bachmor, T; Schöchlin, J; Bolz, A

2002-01-01

Equipping medical devices with long range telemetry opens completely new possibilities for emergency response, home care and remote diagnosis. Mobile communications nowadays seem to be a generally accepted part of our modern world, but bridging the gap between new (consumer-) technologies and medical devices still is a challenge today. Providing a telemetry link (GSM) is just the trivial part--ensuring security, reliability and service management are the more critical tasks that need to be addressed. Therefore, a complete system concept consists of an automatic fleet management (e.g. periodic device-initiated service calls) as well as customer relationship management (CRM), including technical service and a trouble-ticket system.

75 FR 45600 - Information Collection; Customer Data Worksheet Request for Service Center Information Management...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-03

... DEPARTMENT OF AGRICULTURE Farm Service Agency Information Collection; Customer Data Worksheet Request for Service Center Information Management System (SCIMS) Record Changes AGENCY: Farm Service... Customer Data Worksheet Request for Service Center Information Management System (SCIMS) that contains the...

76 FR 8761 - Privacy Act of 1974; U.S. Immigration and Customs Enforcement, DHS/ICE-004 Bond Management...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-02-15

... 1974; U.S. Immigration and Customs Enforcement, DHS/ICE-004 Bond Management Information System (BMIS... Bond Management Information System (74 FR 57891, Dec. 21, 2009) expand the categories of records... a U.S. Immigration and Customs Enforcement system of records titled DHS/ICE-004 Bond Management...

21 CFR 1313.05 - Requirements for an established business relationship.

Code of Federal Regulations, 2010 CFR

2010-04-01

... relationship. To document that an importer or exporter has an established business relationship with a customer... relationship. 1313.05 Section 1313.05 Food and Drugs DRUG ENFORCEMENT ADMINISTRATION, DEPARTMENT OF JUSTICE... street address of the chemical importer or exporter and of each regular customer; (b) The telephone...

What Are We Waiting For Customer Wait Time, Fill Rate, And Marine Corps Equipment Operational Availability

DTIC Science & Technology

2016-12-01

managed by an RIP. SECREPs are typically critical repair assemblies that require consistently high fill- rates to satisfy maintenance customers ...fill-rate is potentially misreporting performance and areas where short customer wait times could potentially suffice for inventory management . A...supply. Inventory forecasting and management should focus on parts with CWTs that do not satisfy the maintenance customer and 100% fill-rates should

Running Head: Improving Pharmacy Customer Satisfaction

DTIC Science & Technology

2006-06-29

superior service and excellent outcomes. Nursing Management , 34, 11, 26 - 30. 71 Fairweather, A. (n.d.). Customers - hold onto what you’ve got. Retrieved...from 7http://www.customerservicemanger.com/ customers -hold-onto-what-youve-got.htm, on September 30, 2005. Fedoroff, P. (2006). 12 MANAGE Rigor and...and management fj strategies. Drug Trend Benefits, 16, 7, 380-392. 7Schueler, J. (2000). Customer service through leadership: the Disney way. Training

Best practice vendor risk management in today's interconnected world.

PubMed

Beale, Ian

2017-01-01

This paper explains why vendor/third-party risk is so important to all organisations, as well as the principal risks that organisations must consider. It describes the responsibility of management to manage these risks with support from risk experts at the selection phase and through the ongoing relationship. Different sources of information about the management of the key risks and alternative ways of collecting the data are evaluated. The paper concludes by discussing how both customer and supplier organisations benefit from a balanced approach to risk management. The approach described in the paper applies to organisations of all types and sizes and can be applied to varied supply chains. The data and insights are based on research conducted by CEB.

41 CFR 101-28.303 - Benefits provided by customer supply centers.

Code of Federal Regulations, 2011 CFR

2011-07-01

... customer supply centers. 101-28.303 Section 101-28.303 Public Contracts and Property Management Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND PROCUREMENT 28... centers. The customer supply centers (CSCs) provide the following: (a) Overall savings to the Federal...

41 CFR 101-28.303 - Benefits provided by customer supply centers.

Code of Federal Regulations, 2012 CFR

2012-07-01

... customer supply centers. 101-28.303 Section 101-28.303 Public Contracts and Property Management Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND PROCUREMENT 28... centers. The customer supply centers (CSCs) provide the following: (a) Overall savings to the Federal...

41 CFR 101-28.303 - Benefits provided by customer supply centers.

Code of Federal Regulations, 2014 CFR

2014-07-01

... customer supply centers. 101-28.303 Section 101-28.303 Public Contracts and Property Management Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND PROCUREMENT 28... centers. The customer supply centers (CSCs) provide the following: (a) Overall savings to the Federal...

41 CFR 101-28.303 - Benefits provided by customer supply centers.

Code of Federal Regulations, 2013 CFR

2013-07-01

... customer supply centers. 101-28.303 Section 101-28.303 Public Contracts and Property Management Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND PROCUREMENT 28... centers. The customer supply centers (CSCs) provide the following: (a) Overall savings to the Federal...

75 FR 69148 - Self-Regulatory Organizations; Chicago Board Options Exchange, Incorporated: Notice of Filing and...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-11-10

...-customer relationship would be considered a Sponsoring Participant/Sponsored User relationship subject to... filing indicated that TPHs may also make the workstation available to their customers, including...' customers. STS would also have the ability, if it determines to do so, to permit TPHs to make the...

76 FR 27645 - Agency Information Collection Activities; Proposed Collection; Comment Request; Extension

Federal Register 2010, 2011, 2012, 2013, 2014

2011-05-12

... establishing a customer relationship with a consumer and/or before sharing a consumer's non-public personal... customer relationships exceeding one year, (2) no more than 1% (1,000) of whom make additional changes to... responses. The GLB Privacy Rule is designed to ensure that customers and consumers, subject to certain...

41 CFR 109-28.306 - Customer supply center (CSC) accounts and related controls.

Code of Federal Regulations, 2010 CFR

2010-07-01

... MANAGEMENT REGULATIONS SUPPLY AND PROCUREMENT 28-STORAGE AND DISTRIBUTION 28.3-Customer Supply Centers § 109-28.306 Customer supply center (CSC) accounts and related controls. ... 41 Public Contracts and Property Management 3 2010-07-01 2010-07-01 false Customer supply center...

Meeting Customer Service Standards Under Executive Order 12862: NASA’s Space Science Grant Process.

DTIC Science & Technology

1995-07-01

Logistics Management Institute Meeting Customer Service Standards Under Executive Order 12862 NASA’s Space Science Grant Process NS302MR2...Logistics Management Institute to survey the customers — proposal writers and peer review panelists — of its science grant process. This effort benefited... Management Institute (LMI) to develop customer satisfac- tion surveys for both proposal writers and peer review panelists as well as to conduct those

Analysis of Central Design Agency Alternatives for Navy Industrial Fund Accounting Systems: A Proposed Methodology.

DTIC Science & Technology

1980-03-01

creation of a "buyer- seller" relationship between the producer of the good or ser- vice and the customer activity. The notion of "free" supplies and...riors in the customers ’ chains of command from whom they receive their funding) [2;28-30]. C. NAVY INDUSTRIAL FUND ORGANIZATIONAL RELATIONSHIPS The...project budget levels unchanged 2. standardization efforts hindered 3. current customer relationships 3. inefficient ptilization of unc hanged

Research into the influence of internal interdepartmental integration on service innovation and customer loyalty

NASA Astrophysics Data System (ADS)

Huang, Jui-Chan; Wu, Tzu-Jung; Wen, Hao-Ming; Hsin-Fei, Wu; Hairui, Ji

2017-06-01

It is the most important for the company to improve customer value and customer loyalty through service innovation. However, at present, only researches related to organizations or consumer behaviors are conducted, there is rare research into the combination between organization level and consumer behavior, and this research tries to explore this aspect, which is the motivation and contribution of this research. This research aims to explore the relationship between "Interdepartmental Integration", "Service Innovation" and "Customer Loyalty", according to the analysis results, the relationship between "interdepartmental integration and service innovation" and "service innovation and customer loyalty" has a low positive correlation and it reaches significant level; it shows the relationship between "interdepartmental interaction and progressive innovation" and "interdepartmental collaboration and fundamental innovation" is significant.

Factors affecting pharmacy engagement and pharmacy customer devotion in community pharmacy: A structural equation modeling approach

PubMed Central

Nitadpakorn, Sujin; Kittisopee, Tanattha

2017-01-01

Background: The concept of customer engagement and devotion has been applied in various service businesses to keep the customers with business However, a limited number of studies were performed to examine the context of customer engagement and devotion in pharmacy business which focus on the impact of customer perceptions about pharmacists, perceived quality of pharmacy structure, medication price strategy on pharmacy engagement and pharmacy customer devotion in a pharmacy providing pharmaceutical care to the customers. Objective: This study aimed to assess a conceptual model depicting the relationships among customer perceptions about pharmacists, pharmacy quality structure, medication price, customer engagement, and customer devotion. And also aimed to assess and measure if there is a direct or indirect relationship between these factors. Methods: A quantitative study was conducted by using self-administered questionnaires. Two hundred and fifty three customers who regularly visited the pharmacy were randomly recruited from a purposively selected 30 community pharmacies in Bangkok. The survey was completed during February to April 2016. A structural equation model (SEM) was used to assess the direct and indirect relationships between constructs. Results: A total of 253/300 questionnaires were returned for analysis, and the response rate was 84%. Only perceptions about pharmacist in customers receiving professional pharmacy services was statically significant regarding relationship with pharmacy engagement (beta=0.45). Concurrently, the model from empirical data fit with the hypothetical model (p-value = 0.06, adjusted chi-square (CMIN/DF)=1.16, Goodness of Fit Index (GFI)=0.93, Comparatively Fit Index (CFI)=0.99, and Root Mean Square Error Approximation (RMSEA)=0.03). Conclusion: The study confirmed the indirect positive influence of customer perceptions about pharmacist on pharmacy customer devotion in providing pharmacy services via pharmacy engagement It was customer perceptions about pharmacist that influenced customer retention, positive word of mouth and constructive advice to pharmacies, not quality of pharmacy structure and medication price. To create a long term impact on community pharmacy business, pharmacist is the key success factor. PMID:28943984

A Model to Study: Cannibalization, FMC, and Customer Waiting Time

DTIC Science & Technology

2002-02-01

4825 Mark Center Drive • Alexandria, Virginia 22311-1850 CRM D0005957.A2/Final February 2002 A Model to Study: Cannibalization, FMC, and Customer ...numerical example In this section, we will derive the relationship between cannibaliza- tion rates, customer waiting time (CWT) for needed spare parts... relationships between the FMC given by equation 1, the mean customer wait time for spare parts, denoted µ, and the 5. According to [19], not every part can be

Consumer Behavior in Shopping Streets: The Importance of the Salesperson's Professional Personal Attention

PubMed Central

Medrano, Natalia; Olarte-Pascual, Cristina; Pelegrín-Borondo, Jorge; Sierra-Murillo, Yolanda

2016-01-01

Since the early 2010s, the emergence of a new consumer has begun. In this context, consumer behavior represents one of the greatest interests of marketing scholars and business managers due to their need to adapt their companies' strategies to the new frontier. In order to advance understanding of this new consumer, this article focuses on analyzing consumer behavior in shopping streets. Thus, the aim of this research is to know what customers value in terms of salesperson–customer interaction quality nowadays. To achieve this, the authors conducted two studies. The results of the first study show that customers cite personal attention as the primary factor motivating their preference for small retailers in shopping streets. However, this motivation is not as relevant one for those who prefer malls. This result provides a point on which to research service quality incorporating personal attention in a second study. Using the SERVQUAL-P scale, the authors elaborate three lenses through which the quality of service from the customer's point of view can be analyzed: normative expectations, predictive expectations, and the importance of each attribute. The most striking result is that the dimensions of expectations (normative and predictive) are the same; these results demonstrate that customers are coherent in making assessments of their expectations, evaluating service quality and satisfaction with similar criteria. However, these dimensions are different from the dimensions of importance. Our main contribution lies in the finding that personal attention, when assessed using the scale of attribute importance, is split into two dimensions: (1) courteous attention and (2) personal relationship. Courteous attention is always welcome, but personal relationships are less valued and are often even rejected. The article concludes with a discussion of the implications of these findings for marketing practices and research. PMID:26903927

Consumer Behavior in Shopping Streets: The Importance of the Salesperson's Professional Personal Attention.

PubMed

Medrano, Natalia; Olarte-Pascual, Cristina; Pelegrín-Borondo, Jorge; Sierra-Murillo, Yolanda

2016-01-01

Since the early 2010s, the emergence of a new consumer has begun. In this context, consumer behavior represents one of the greatest interests of marketing scholars and business managers due to their need to adapt their companies' strategies to the new frontier. In order to advance understanding of this new consumer, this article focuses on analyzing consumer behavior in shopping streets. Thus, the aim of this research is to know what customers value in terms of salesperson-customer interaction quality nowadays. To achieve this, the authors conducted two studies. The results of the first study show that customers cite personal attention as the primary factor motivating their preference for small retailers in shopping streets. However, this motivation is not as relevant one for those who prefer malls. This result provides a point on which to research service quality incorporating personal attention in a second study. Using the SERVQUAL-P scale, the authors elaborate three lenses through which the quality of service from the customer's point of view can be analyzed: normative expectations, predictive expectations, and the importance of each attribute. The most striking result is that the dimensions of expectations (normative and predictive) are the same; these results demonstrate that customers are coherent in making assessments of their expectations, evaluating service quality and satisfaction with similar criteria. However, these dimensions are different from the dimensions of importance. Our main contribution lies in the finding that personal attention, when assessed using the scale of attribute importance, is split into two dimensions: (1) courteous attention and (2) personal relationship. Courteous attention is always welcome, but personal relationships are less valued and are often even rejected. The article concludes with a discussion of the implications of these findings for marketing practices and research.

Measuring public understanding on Tenaga Nasional Berhad (TNB) electricity bills using ordered probit model

NASA Astrophysics Data System (ADS)

Zainudin, WNRA; Ramli, NA

2017-09-01

In 2016, Tenaga Nasional Berhad (TNB) had introduced an upgrade in its Billing and Customer Relationship Management (BCRM) as part of its long-term initiative to provide its customers with greater access to billing information. This includes information on real and suggested power consumption by the customers and further details in their billing charges. This information is useful to help TNB customers to gain better understanding on their electricity usage patterns and items involved in their billing charges. Up to date, there are not many studies done to measure public understanding on current electricity bills and whether this understanding could contribute towards positive impacts. The purpose of this paper is to measure public understanding on current TNB electricity bills and whether their satisfaction towards energy-related services, electricity utility services, and their awareness on the amount of electricity consumed by various appliances and equipment in their home could improve this understanding on the electricity bills. Both qualitative and quantitative research methods are used to achieve these objectives. A total of 160 respondents from local universities in Malaysia participated in a survey used to collect relevant information. Using Ordered Probit model, this paper finds respondents that are highly satisfied with the electricity utility services tend to understand their electricity bills better. The electric utility services include management of electricity bills and the information obtained from utility or non-utility supplier to help consumers manage their energy usage or bills. Based on the results, this paper concludes that the probability to understand the components in the monthly electricity bill increases as respondents are more satisfied with their electric utility services and are more capable to value the energy-related services.

A new "loyalty rewards" program in health care customer relationships.

PubMed

Macstravic, Scott

2006-01-01

"Loyalty rewards" in sponsored DM and HRM programs can apply to both providers and consumers. Physicians and hospitals can be paid to "loyally" adhere to payers' guidelines for managing diseases and risks. Many payer and their outsourced vendor programs include significant efforts to create collaborations between payer and provider, rather than relying on unilateral efforts. And growing numbers are rewarding providers for their efforts and results achieved.

How do health care education and training professionals learn about the environment?

PubMed

Glazer, H R; Stein, D S; Schafer, D S

1993-01-01

Preparing for the health care system of the future includes the ability to abstract information from relevant sectors of the environment. This study looked at the way health care educators scan the environment and the relationship of scanning behavior to management style. Results indicate that education and training professionals focus on the regulatory and customer sectors of the environment more than the technological and sociopolitical sectors.

Software selection based on analysis and forecasting methods, practised in 1C

NASA Astrophysics Data System (ADS)

Vazhdaev, A. N.; Chernysheva, T. Y.; Lisacheva, E. I.

2015-09-01

The research focuses on the problem of a “1C: Enterprise 8” platform inboard mechanisms for data analysis and forecasting. It is important to evaluate and select proper software to develop effective strategies for customer relationship management in terms of sales, as well as implementation and further maintenance of software. Research data allows creating new forecast models to schedule further software distribution.

The Relationship Between Key Supply Chain Management Process Implementation, Competitive Advantage and Organizational Performance

DTIC Science & Technology

2012-03-01

with inputs from 3M; CEMEX; The Coca - Cola Company; CSX Corporation; Fletcher-Challenge; Goodyear Tire and Rubber Company; Hewlett-Packard Company...customer or market ” (Lambert, Cooper, & Pagh, 1998). In general, the strategic sub- processes comprise the actions and decisions related to...silos such as marketing , research and development, finance, production and purchasing and logistics (Croxton, Garcia-Dastugue, Lambert, and Rogers

Marshaling and Acquiring Resources for the Process Improvement Process

DTIC Science & Technology

1993-06-01

stakeholders. ( Geber , 1990) D. IDENTIFYING SUPPLIERS Suppliers are just as crucial to setting requirements for processes as are customers. Although...output ( Geber , 1990, p. 32). Before gathering resources for process improvement, the functional manager must ensure that the relationship of internal...him patent information and clerical people process his applications. ( Geber , 1990, pp. 29-34) To get the full benefit of a white-collar worker as a

Patient relationship management: an overview and study of a follow-up system.

PubMed

Oinas-Kukkonen, Harri; Räisänen, Teppo; Hummastenniemi, Niko

2008-01-01

Customer relationship management research is utilized to explain the need for a more patient-oriented support in patient care. This article presents a European study on how various hospital units of a single healthcare organization have utilized a patient relationship management system--in particular a patient treatment follow-up system--and how it affects patient care and the knowledge work performed by the medical staff. Eight physicians were interviewed at a university hospital on whether patient treatment was improved through a follow-up system that had been in use in the case organization for three years. The interviewees represented various hospital units, and all of them had used the system at their own unit. The results indicate that it is possible to improve patient care through more personalized treatment. The follow-up treatment system seems to be a tool to create and maintain better communication with the patients rather than just a technological solution. It may help better understand and analyze both individual patients and patient groups. For individual physicians it provides a way to reflect professional skills. The system was lacking in its support for one-to-one communication with patients. Nevertheless, the system is an example of patient relationship management which may help healthcare units to move towards a more patient-oriented care.

[Use of customer relationship management to improve healthcare for citizens. The 24h Andalusian Health Service: Healthline].

PubMed

Quero, Manuel; Ramos, María Belén; López, Wilfredo; Cubillas, Juan José; González, José María; Castillo, José Luis

2016-01-01

Salud Responde (in English: Healthline) is a Health Service and Information Centre of the taxpayer-funded Andalusian Health System (AHS) that offers a Telephone Health Advisory Service called SA24h, among other services. The main objective of SA24h is to inform and advise citizens on health issues and the available health resources of the AHS. SA24h has a Customer Relationship Management information technology tool that organises information at various levels of specialization. Depending on the difficulty of the query, the citizen is attended by professionals with distinct profiles, providing a consensual response within the professionals working within Salud Responde or within other healthcare levels of the AHS. SA24h provided responses to 757,168 patient queries from late 2008 to the end of 01/12/2015. A total of 9.38% of the consultations were resolved by the non-health professionals working at Salud Responde. The remaining 84.07% were resolved by health staff. A total of 6.5% of users were referred to accident and emergency facilities while 88.77% did not need to attend their general practitioner within the next 24hours, thus avoiding unnecessary visits to health care facilities. Copyright © 2016 SESPAS. Publicado por Elsevier España, S.L.U. All rights reserved.

76 FR 33817 - Protection of Cleared Swaps Customer Contracts and Collateral; Conforming Amendments to the...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-06-09

...-defaulting cleared swaps customers for risk management reasons. If the DCO makes such a choice, it would... risk management standpoint. Id. 4. Benefits a. Fellow-Customer Risk and Investment Risk In general... 22 and 190 Protection of Cleared Swaps Customer Contracts and Collateral; Conforming Amendments to...

41 CFR 101-28.305 - Prices of customer supply center items.

Code of Federal Regulations, 2010 CFR

2010-07-01

... 41 Public Contracts and Property Management 2 2010-07-01 2010-07-01 true Prices of customer supply center items. 101-28.305 Section 101-28.305 Public Contracts and Property Management Federal Property... DISTRIBUTION 28.3-Customer Supply Centers § 101-28.305 Prices of customer supply center items. The selling...

Teaching Customer-Centric Operations Management--Evidence from an Experiential Learning-Oriented Mass Customisation Class

ERIC Educational Resources Information Center

Medini, Khaled

2018-01-01

The increase of individualised customer demands and tough competition in the manufacturing sector gave rise to more customer-centric operations management such as products and services (mass) customisation. Mass customisation (MC), which inherits the "economy of scale" from mass production (MP), aims to meet specific customer demands…

Preintervention Analysis and Improvement of Customer Greeting in A Restaurant

PubMed Central

2005-01-01

We examined customer greeting by employees at one location of a sandwich restaurant chain. First, a preintervention analysis was conducted to determine the conditions under which greeting a customer within 3 s of his or her entry into the restaurant did and did not occur. Results suggested that an appropriate customer greeting was most likely to occur when a door chime was used to indicate that a customer had entered the store and when the store manager was present behind the service counter. Next, a performance improvement intervention, which consisted of the combination of the use of a door chime and manager presence, was evaluated. Results showed that during baseline, a mean of 6% of customers were greeted; during intervention a mean of 63% of customers were greeted. The addition of manager-delivered verbal and graphic group feedback resulted in 100% of customers being greeted across two consecutive sessions. PMID:16270851

Preintervention analysis and improvement of customer greeting in a restaurant.

PubMed

Therrien, Kelly; Wilder, David A; Rodriguez, Manuel; Wine, Byron

2005-01-01

We examined customer greeting by employees at one location of a sandwich restaurant chain. First, a preintervention analysis was conducted to determine the conditions under which greeting a customer within 3 s of his or her entry into the restaurant did and did not occur. Results suggested that an appropriate customer greeting was most likely to occur when a door chime was used to indicate that a customer had entered the store and when the store manager was present behind the service counter. Next, a performance improvement intervention, which consisted of the combination of the use of a door chime and manager presence, was evaluated. Results showed that during baseline, a mean of 6% of customers were greeted; during intervention a mean of 63% of customers were greeted. The addition of manager-delivered verbal and graphic group feedback resulted in 100% of customers being greeted across two consecutive sessions.

Central Inertial and GPS Test Facility (CIGTF) Customer Handbook

DTIC Science & Technology

2007-08-01

capabilities offer the customer a cost-effective means to evaluate their guidance and navigation systems. The 746 TS also manages the tri-service GPS...minimum your test manager ur test or current phase of testing is complete. 4.0 Customer Feedback The 746 TS works very hard to provide its customers ... Customer Handbook August 2007 HOLLOMAN AFB, NEW MEXICO Distribution Statement A Approved for public release: distribution is

With friends like these: the art of managing complementors.

PubMed

Yoffie, David B; Kwak, Mary

2006-09-01

Intel and Microsoft neither buy from nor sell to each other directly, but they are undeniably in business together. They are probably the world's most widely known pair of complementors--companies that independently provide complementary products or services to mutual customers. Complementors increase the value of each other's offerings and the size of the total market. So it's not surprising that so many just assume that their interests are aligned. Nothing could be further from the truth. Discord can develop in many areas, such as pricing, technology, standards, and control of the market--both in terms of which company has the most influence over customers and which one gets the biggest slice of the pie. The issue of pricing perfectly captures this tension. Ideally, you'd like to price your goods high while your complementors price theirs low. Airlines, for instance, would be happy to see vacation lodgings go for a song, while destination resorts could raise rates and still fill their rooms if customers could fly there for free. The first step in managing relationships with complementors is to develop a deep understanding of their economics, their strategies and goals, their existing capabilities, their incentives for cooperation, and any potential areas of conflict. Then, to gain the upper hand, companies can use a variety of tools that fall into two main categories: hard power (inducements or coercion to get what you want) and soft power (persuasion through indirect means to get others to want what you want). The authors explain how to build both hard power and soft, illustrate the strengths and limits of each, and offer guidelines for choosing one over the other. Conflict among complementors is inevitable, but together, hard and soft power can help companies manage the dark side of complementor relationships and take full advantage of the opportunities that cooperation should create.

Positioning and integrating medication therapy management.

PubMed

Schommer, Jon C; Doucette, William R; Johnson, Kathleen A; Planas, Lourdes G

2012-01-01

To summarize findings from medication therapy management (MTM) "environmental scans" conducted from 2007 through 2010, interpret findings from the environmental scans using insights gained from the Future of MTM Roundtable convened in October 2010, and propose ideas for future positioning and integrating of MTM programs in the U.S. health care system. Data for the environmental scans were collected from purposive samples of MTM pharmacist providers and MTM payers throughout the United States using self-administered online surveys in 2007, 2008, 2009, and 2010. Based on the findings, it appears that MTM is becoming more developed and that some aspects of MTM have become established within the organizations that are providing and paying for these programs. However, the findings also revealed that a need exists to better integrate MTM between organizations and patients serviced (business-to-consumer relationships), between partnering organizations (business-to-business relationships), and between collaborating practitioners (peer-to-peer relationships). The findings suggest that a "channel of distribution" is emerging in which organizational relationships and cost efficiencies will be important considerations in the near term. We propose that applying (1) customer portfolio management and (2) transaction cost economics would help improve positioning and integrating MTM into the U.S. health care system.

Fool-proofing design and crisis management for customized intelligent physical fitness and healthcare system.

PubMed

Huang, Chung-Chi; Huang, Chung-Lin; Liu, Hsiao-Man

2015-01-01

In recent years, it is quite important to develop a customized system which can enhance physical fitness and health for people. And the system reliability is more important. In the paper, a fool-proofing design and crisis management for customized physical fitness and healthcare system is proposed. It is designed to prevent the failure of the various mechanisms of customized physical fitness and healthcare system, including records, surveillance, assessments, predictions, diagnosis, prescription, and scheduling. It is separated into (1) fool-proofing design module (2) crisis management module. The fool-proofing indexes are set to prevent the failure of the various mechanisms. The states of the various mechanisms are managed by the auto-checked fool-proofing indexes. If mistakes prevention was fail, we have to execute the crisis management for stopping harmful results. The crisis management will find the error level and response the solution by using fuzzy method. By the experiments, we can find the advantages of the fool-proofing design and crisis management for customized physical fitness and healthcare system. And it is effective to prevent the failure of the various mechanisms of intelligent customized physical fitness and healthcare system.

Measuring engagement effectiveness in social media

NASA Astrophysics Data System (ADS)

Li, Lei; Sun, Tong; Peng, Wei; Li, Tao

2012-03-01

Social media is becoming increasingly prevalent with the advent of web 2.0 technologies. Popular social media websites, such as Twitter and Facebook, are attracting a gigantic number of online users to post and share information. An interesting phenomenon under this trend involves that more and more users share their experiences or issues with regard to a product, and then the product service agents use commercial social media listening and engagement tools (e.g. Radian6, Sysomos, etc.) to response to users' complaints or issues and help them tackle their problems. This is often called customer care in social media or social customer relationship management (CRM). However, all these existing commercial social media tools only provide an aggregated level of trends, patterns and sentiment analysis based on the keyword-centric brand relevant data, which have little insights for answering one of the key questions in social CRM system: how effective is our social customer care engagement? In this paper, we focus on addressing the problem of how to measure the effectiveness of engagement for service agents in customer care. Traditional CRM effectiveness measurements are defined under the scenario of the call center, where the effectiveness is mostly based on the duration time per call and/or number of answered calls per day. Different from customer care in a call center, we can obtain detailed conversations between agents and customers in social media, and therefore the effectiveness can be measured by analyzing the content of conversations and the sentiment of customers.

Knowledge discovery from patients' behavior via clustering-classification algorithms based on weighted eRFM and CLV model: An empirical study in public health care services.

PubMed

Zare Hosseini, Zeinab; Mohammadzadeh, Mahdi

2016-01-01

The rapid growing of information technology (IT) motivates and makes competitive advantages in health care industry. Nowadays, many hospitals try to build a successful customer relationship management (CRM) to recognize target and potential patients, increase patient loyalty and satisfaction and finally maximize their profitability. Many hospitals have large data warehouses containing customer demographic and transactions information. Data mining techniques can be used to analyze this data and discover hidden knowledge of customers. This research develops an extended RFM model, namely RFML (added parameter: Length) based on health care services for a public sector hospital in Iran with the idea that there is contrast between patient and customer loyalty, to estimate customer life time value (CLV) for each patient. We used Two-step and K-means algorithms as clustering methods and Decision tree (CHAID) as classification technique to segment the patients to find out target, potential and loyal customers in order to implement strengthen CRM. Two approaches are used for classification: first, the result of clustering is considered as Decision attribute in classification process and second, the result of segmentation based on CLV value of patients (estimated by RFML) is considered as Decision attribute. Finally the results of CHAID algorithm show the significant hidden rules and identify existing patterns of hospital consumers.

Knowledge discovery from patients’ behavior via clustering-classification algorithms based on weighted eRFM and CLV model: An empirical study in public health care services

PubMed Central

Zare Hosseini, Zeinab; Mohammadzadeh, Mahdi

2016-01-01

The rapid growing of information technology (IT) motivates and makes competitive advantages in health care industry. Nowadays, many hospitals try to build a successful customer relationship management (CRM) to recognize target and potential patients, increase patient loyalty and satisfaction and finally maximize their profitability. Many hospitals have large data warehouses containing customer demographic and transactions information. Data mining techniques can be used to analyze this data and discover hidden knowledge of customers. This research develops an extended RFM model, namely RFML (added parameter: Length) based on health care services for a public sector hospital in Iran with the idea that there is contrast between patient and customer loyalty, to estimate customer life time value (CLV) for each patient. We used Two-step and K-means algorithms as clustering methods and Decision tree (CHAID) as classification technique to segment the patients to find out target, potential and loyal customers in order to implement strengthen CRM. Two approaches are used for classification: first, the result of clustering is considered as Decision attribute in classification process and second, the result of segmentation based on CLV value of patients (estimated by RFML) is considered as Decision attribute. Finally the results of CHAID algorithm show the significant hidden rules and identify existing patterns of hospital consumers. PMID:27610177

Student Loyalty Assessment with Online Master's Programs

ERIC Educational Resources Information Center

Dehghan, Ali

2012-01-01

Relationship marketing is attracting, maintaining, and, in multi-service organizations, enhancing customer relationships. Educational programs and services, like those of businesses, depend highly on the repeated purchases of their loyal customers. The purpose of this descriptive research is to investigate the relationships between factors that…

Employee satisfaction: an integral component of total quality.

PubMed

Gvazdinskas, L C; Maffetone, M A

1995-01-01

As part of the Total Quality Management process, the leadership of Rush Medical Laboratories, with a staff of 400, made an initial commitment to focus on their own employees as the most important customers. Only after the employees' development, their help, their support, and their empowerment could Rush Medical Laboratories make the improvements in customer relationships and obtain the operations improvement, cost savings, and productivity necessary to maintain a competitive edge. This article outlines the numerous employee initiatives that have resulted from this commitment. All of these initiatives were successful at some point during the 5 or more years since the incorporation of TQM within Rush Medical Laboratories. In the spirit of continuous improvement, some have been modified or discontinued and replaced by others. This article provides an overview of the many improvements that are possible when employees are provided a forum in which to voice their needs, and it challenges the management and employees of all laboratories to focus on this vital component of total quality.

An XML-Based Manipulation and Query Language for Rule-Based Information

NASA Astrophysics Data System (ADS)

Mansour, Essam; Höpfner, Hagen

Rules are utilized to assist in the monitoring process that is required in activities, such as disease management and customer relationship management. These rules are specified according to the application best practices. Most of research efforts emphasize on the specification and execution of these rules. Few research efforts focus on managing these rules as one object that has a management life-cycle. This paper presents our manipulation and query language that is developed to facilitate the maintenance of this object during its life-cycle and to query the information contained in this object. This language is based on an XML-based model. Furthermore, we evaluate the model and language using a prototype system applied to a clinical case study.

Evaluation of customer satisfaction at the Department of Paediatric Dentistry of "Sapienza" University of Rome.

PubMed

Ierardo, G; Luzzi, V; Vestri, A; Sfasciotti, G L; Polimeni, A

2008-03-01

Healthcare facility management requires the optimisation of the quality of services offered. The Authors adopted a questionnaire as a means to assess customer satisfaction and needs. The Questionnaire has been designed to address adults, i.e., parents or guardians of children attending the Paediatric unit as patients. To estimate their degree of satisfaction, either regarding the environment where children are treated or about the direct interactions between the parents and the structure (waiting room, waiting time, treatment time and time needed to make the payments, costs, etc.), the questionnaire was submitted to a sample of approximately 600 customers, between March and June of 2005. On one hand results provide a pleasant confirmation on customers' perception of the service, especially regarding the direct relationship between the parties; on the other, they highlight aspects that could be improved (waiting room, optimisation of waiting time), distinguishing between factors that need extra funding to be implemented, and those that, instead, could be simply improved through a better and more efficient organisation of labour and time. The present analysis and previous experiences confirm that appraisal of the degree of customers' satisfaction by means of questionnaires is a valid and necessary instrument for the quality improvement of a healthcare service. Doing so, economic and human resources can be more efficiently allocated.

Employee customer orientation in manufacturing organizations: joint influences of customer proximity and the senior leadership team.

PubMed

Liao, Hui; Subramony, Mahesh

2008-03-01

Pursuing a customer-focused strategy in manufacturing organizations requires employees across functions to embrace the importance of understanding customer needs and to align their everyday efforts with the goal of satisfying and retaining customers. Little prior research has examined what factors influence employee customer orientation in manufacturing settings. Drawing on the attraction-selection-attrition model, upper-echelons theory, and contingency theories of leadership, this study investigated the joint influences of functional roles' proximity to external customers and the senior leadership team's customer orientation on employee customer orientation. Hierarchical linear modeling results based on data obtained from 4,299 employees and 403 senior leaders from 42 facilities of a global manufacturer operating in 16 countries revealed that employees occupying customer-contact roles had the highest level of customer orientation, followed by employees occupying production roles, and then by those in support roles. In addition, there was a positive relationship between the senior leadership team's customer orientation and employee customer orientation for all 3 functional roles. The positive relationship between the senior leadership team and employee customer orientation was the strongest for employees in support roles, suggesting that lower levels of proximity to external customers may create a greater need for leadership in developing employees' customer-oriented attitudes. Copyright 2008 APA

Using relationship marketing to develop and sustain nurse loyalty: a case of a rural health care institution.

PubMed

Peltier, J W; Boyt, T; Westfall, J

1999-01-01

The prosperity of a health care organization is contingent on its ability to compete for and retain a high quality staff of "loyal" nurses. Although the benefits of maintaining a loyal nursing staff are obvious, turnover in the health care industry is dangerously high. One solution for reducing turnover is to develop and sustain a loyal nursing staff. The purpose of this article is to apply customer-oriented marketing theories and practices to better understand how strong nurse-provider relationships can be developed and maintained over time. The authors first examine relationship marketing literature as it applies to nurse relationship and management issues. Second, a framework for conceptualizing internal marketing efforts devoted to enhancing nursing staff satisfaction and retention in tested. Finally, strategies for practicing relationship marketing will be provided.

Customer-Specific Transaction Risk Management in E-Commerce

NASA Astrophysics Data System (ADS)

Ruch, Markus; Sackmann, Stefan

Increasing potential for turnover in e-commerce is inextricably linked with an increase in risk. Online retailers (e-tailers), aiming for a company-wide value orientation should manage this risk. However, current approaches to risk management either use average retail prices elevated by an overall risk premium or restrict the payment methods offered to customers. Thus, they neglect customer-specific value and risk attributes and leave turnover potentials unconsidered. To close this gap, an innovative valuation model is proposed in this contribution that integrates customer-specific risk and potential turnover. The approach presented evaluates different payment methods using their risk-turnover characteristic, provides a risk-adjusted decision basis for selecting payment methods and allows e-tailers to derive automated risk management decisions per customer and transaction without reducing turnover potential.

Internal marketing, customer orientation, and organizational commitment: moderating effects of work status.

PubMed

Huang, Meiju; Chen, Mei-Yen

2013-08-01

Associations among internal marketing, customer orientation, and organizational commitment were examined, particularly with regard to the moderating effects of work status on the relationships between internal marketing and customer orientation or organizational commitment, in a cross-sectional design with structural equation modeling. Two studies (Ns = 119 and 251) were conducted among full- and part-time service employees at Taipei Sports Centers. Internal marketing was associated with organizational commitment and customer orientation. Customer orientation was associated with organizational commitment and partially mediated the relation between internal marketing and organizational commitment. Furthermore, work status significantly moderated the relationships between internal marketing and customer orientation but not between internal marketing and organizational commitment. Implications and directions for future research were discussed.

Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior.

PubMed

Payne, Stephanie C; Webber, Sheila Simsarian

2006-03-01

The relationship among job satisfaction, affective commitment, service-oriented organizational citizenship behaviors (OCBs), customer satisfaction, and customer loyalty were examined for a sample of 249 hairstylists and 1 of their corresponding customers. Employee satisfaction was positively related to service-oriented OCBs, customer satisfaction, and customer loyalty, whereas affective commitment was not related to these outcomes. The extent to which the predictor variables interacted with one another and the role of employment status on these relationships was also explored. High levels of job satisfaction or affective commitment resulted in more service-oriented OCBs for employees and self-employed workers, whereas high levels of both resulted in more service-oriented OCBs for owners.

Customer Loyalty in Virtual Environments: An Empirical Study in e-Bank

NASA Astrophysics Data System (ADS)

Chao, Yu; Lee, Gin-Yuan; Ho, Yung-Ching

2009-08-01

The advent of e-commerce has increased the importance of consumer financing operations. Internet banking helps banks to develop relationship marketing, thus improve customer loyalty. This study proposes a research framework to examine the relationships among e-service quality, customer satisfaction, customer trust and e-loyalty in e-bank in Taiwan. Data are collected through a survey using a structured questionnaire. The 442 valid respondents who have experience with e-bank are analyzed by partial least squares structural equation modeling (PLS-SEM) method. The managerial implication is e-bank must focus on e-service quality to increase customer satisfaction and trust for obtaining the e-loyalty.

12 CFR 573.9 - Delivering privacy and opt out notices.

Code of Federal Regulations, 2010 CFR

2010-01-01

... the web site; or (2) The customer has requested that you refrain from sending any information regarding the customer relationship, and your current privacy notice remains available to the customer upon... that a customer will receive actual notice of your annual privacy notice if: (1) The customer uses your...

Regional Differences in Demand for Coal as A Basis for Development of A Product Distribution Model for Mining Companies in the Individual Customers Segment

NASA Astrophysics Data System (ADS)

Magda, Roman; Bogacz, Paweł; Franik, Tadeusz; Celej, Maciej; Migza, Marcin

2014-10-01

The article presents a proposal of methodology based on the process of relationship marketing, serving to determine the level of demand for coal in the individual customer segment, as well as fuel distribution model for this customer group in Poland developed on the basis of this methodology. It also includes selected results of tests carried out using the proposed methods. These proposals have been defined on the basis of market capacity indicators, which can be determined for the district level based on data from the Polish Central Statistical Office. The study also included the use of linear programming, based on the cost of coal logistics, data concerning railway, road and storage infrastructure present on the Polish market and taking into account the legal aspects. The presented results may provide a basis for mining companies to develop a system of coal distribution management in the locations with the highest demand values.

An integrated model to measure service management and physical constraints' effect on food consumption in assisted-living facilities.

PubMed

Huang, Hui-Chun; Shanklin, Carol W

2008-05-01

The United States is experiencing remarkable growth in the elderly population, which provides both opportunities and challenges for assisted-living facilities. The objective of this study was to explore how service management influences residents' actual food consumption in assisted-living facilities. Physical factors influencing residents' service evaluation and food consumption also were investigated. A total of 394 questionnaires were distributed to assisted-living residents in seven randomly selected facilities. The questionnaire was developed based on an in-depth literature review and pilot study. Residents' perceived quality evaluations, satisfaction, and physical constraints were measured. Residents' actual food consumption was measured using a plate waste technique. A total of 118 residents in five facilities completed both questionnaires and food consumption assessments. Descriptive, multivariate analyses and structural equation modeling techniques were employed. Service management, including food and service quality and customer satisfaction, was found to significantly influence residents' food consumption. Physical constraints associated with aging, including a decline in health status, chewing problems, sensory loss, and functional disability, also significantly influenced residents' food consumption. A significant relationship was found between physical constraints and customer satisfaction. Foodservice that provides good food and service quality increases customer satisfaction and affects residents' actual food consumption. Physical constraints also influence residents' food consumption directly, or indirectly through satisfaction. The findings suggest that food and nutrition professionals in assisted-living should consider the physical profiles of their residents to enhance residents' satisfaction and nutrient intake. Recommendations for exploring residents' perspectives are discussed.

Lessons Learned from the 14-Year Systems Development of the Marine Corps Standard Accounting, Budgeting and Reporting System (SABRS)

DTIC Science & Technology

1994-03-01

22202-4302. and to the Office of Managmnt and Budget, Paperwork Reduction Project (0704-0188) Wahington DC 20503. 1. AGENCY USE ONLY (Leave blank) 2...Project Officer ........................ 49 d. Program Management ..................... 50 2. User/Systems Development Team Relationship ...... 52 D...and 60’s, when programming and systems development was in its infancy, virtually all software was custom -made. The programmer designed, coded

Single-Bid Awards Under the GSA Service Schedules

DTIC Science & Technology

2004-01-01

work on future government contracts; vendors have a history of good relationships with the customer; and vendors think others are competing for the award...the provider of goods and services to the role of being the manager of the providers of the goods and services. The government is changing from hiring...acquisitions. Reform in the past decade brought contracting for goods and services to new heights, as reduced costs to federal agencies and taxpayers

Static Extraction and Conformance Analysis of Hierarchical Runtime Architectural Structure

DTIC Science & Technology

2010-05-14

Example: CryptoDB 253 Architectural Component Java Class Note CustomerManager cryptodb.test.CustomerManager AKA “ crypto consumer” CustomerManager.Receipts...PROVIDERS PLAIN KEYID KEYMANAGEMENT KEYSTORAGE CRYPTO (+) (+) (+) (+) (+) (+) (+)(+) Figure 7.29: CryptoDB: Level-0 OOG with String objects...better understand this communication, we declared different domains for plain-text (PLAIN), encrypted ( CRYPTO ), alias identifier (ALIASID), and key

Understanding the relationship between Kano model's customer satisfaction scores and self-stated requirements importance.

PubMed

Mkpojiogu, Emmanuel O C; Hashim, Nor Laily

2016-01-01

Customer satisfaction is the result of product quality and viability. The place of the perceived satisfaction of users/customers for a software product cannot be neglected especially in today competitive market environment as it drives the loyalty of customers and promotes high profitability and return on investment. Therefore understanding the importance of requirements as it is associated with the satisfaction of users/customers when their requirements are met is worth the pain considering. It is necessary to know the relationship between customer satisfactions when their requirements are met (or their dissatisfaction when their requirements are unmet) and the importance of such requirement. So many works have been carried out on customer satisfaction in connection with the importance of requirements but the relationship between customer satisfaction scores (coefficients) of the Kano model and users/customers self-stated requirements importance have not been sufficiently explored. In this study, an attempt is made to unravel the underlying relationship existing between Kano model's customer satisfaction indexes and users/customers self reported requirements importance. The results of the study indicate some interesting associations between these considered variables. These bivariate associations reveal that customer satisfaction index (SI), and average satisfaction coefficient (ASC) and customer dissatisfaction index (DI) and average satisfaction coefficient (ASC) are highly correlated (r = 96 %) and thus ASC can be used in place of either SI or DI in representing customer satisfaction scores. Also, these Kano model's customer satisfaction variables (SI, DI, and ASC) are each associated with self-stated requirements importance (IMP). Further analysis indicates that the value customers or users place on requirements that are met or on features that are incorporated into a product influences the level of satisfaction such customers derive from the product. The worth of a product feature is indicated by the perceived satisfaction customers get from the inclusion of such feature in the product design and development. The satisfaction users/customers derive when a requirement is fulfilled or when a feature is placed in the product (SI or ASC) is strongly influenced by the value the users/customers place on such requirements/features when met (IMP). However, the dissatisfaction users/customers received when a requirement is not met or when a feature is not incorporated into the product (DI), even though related to self-stated requirements importance (IMP), does not have a strong effect on the importance/worth (IMP) of that given requirement/feature as perceived by the users or customers. Therefore, since customer satisfaction is proportionally related to the perceived requirements importance (worth), it is then necessary to give adequate attention to user/customer satisfying requirements (features) from elicitation to design and to the final implementation of the design. Incorporating user or customer satisfying requirements in product design is of great worth or value to the future users or customers of the product.

Future challenges for occupational health services can be prevented by proactive collaboration with the companies using the services: a participatory and reflection project

PubMed Central

Lydell, Marie; Hildingh, Cathrine; Söderbom, Arne; Ziegert, Kristina

2017-01-01

Background There is clearly a need for research in the field of occupational health service (OHS) for applying new perspectives. Proactive collaboration is needed between the OHSs and the companies. The customers of the companies using the services should be able to safeguard themselves from the health problems caused by the work environment through proactive collaboration with the OHSs. Objective The main purpose of this interdisciplinary study was to explore how the stakeholders reflected to create and agree on core values for future challenges in OHS, as seen from the perspectives of OHS professionals and customer companies. Methodology An action research process was conducted. This study was divided into three phases. In phase I, the data were collected from interviews and diaries of interdisciplinary occupational health professionals (n=12). A focus group that sampled the eight managers of the customer companies was also included. In phase II, a questionnaire was developed with 24 questions focusing on examining the future challenges for OHS. The questionnaire was sent to customer companies (n=116). In phase III, a scoping review was undertaken. Results Three categories emerged from the analysis: “Balancing complex situations” clarified the complexity regarding senior employees; “Working with a proactive approach” indicated the need for working with a new proactive approach supporting sustainable health; and “Collaborate internally and externally” showed good relationships between the customer and the OHS, which is a mutual responsibility to both the partners. Conclusion The results outlined that it is necessary to take action to apply new proactive health promotions, with a focus on workplace health promotion. The results also indicated that interventions for senior employees are of importance. This study was done in collaboration with the stakeholders from the occupational health care service center and the managers from the customer companies. The use of a participatory research design, including close collaboration with the participants, allows the researchers to see the challenges. PMID:28579793

Future challenges for occupational health services can be prevented by proactive collaboration with the companies using the services: a participatory and reflection project.

PubMed

Lydell, Marie; Hildingh, Cathrine; Söderbom, Arne; Ziegert, Kristina

2017-01-01

There is clearly a need for research in the field of occupational health service (OHS) for applying new perspectives. Proactive collaboration is needed between the OHSs and the companies. The customers of the companies using the services should be able to safeguard themselves from the health problems caused by the work environment through proactive collaboration with the OHSs. The main purpose of this interdisciplinary study was to explore how the stakeholders reflected to create and agree on core values for future challenges in OHS, as seen from the perspectives of OHS professionals and customer companies. An action research process was conducted. This study was divided into three phases. In phase I, the data were collected from interviews and diaries of interdisciplinary occupational health professionals (n=12). A focus group that sampled the eight managers of the customer companies was also included. In phase II, a questionnaire was developed with 24 questions focusing on examining the future challenges for OHS. The questionnaire was sent to customer companies (n=116). In phase III, a scoping review was undertaken. Three categories emerged from the analysis: "Balancing complex situations" clarified the complexity regarding senior employees; "Working with a proactive approach" indicated the need for working with a new proactive approach supporting sustainable health; and "Collaborate internally and externally" showed good relationships between the customer and the OHS, which is a mutual responsibility to both the partners. The results outlined that it is necessary to take action to apply new proactive health promotions, with a focus on workplace health promotion. The results also indicated that interventions for senior employees are of importance. This study was done in collaboration with the stakeholders from the occupational health care service center and the managers from the customer companies. The use of a participatory research design, including close collaboration with the participants, allows the researchers to see the challenges.

Managers' perceptions of customers' satisfactions with their hospital cafeteria services.

PubMed

Johnston, C M; Upton, E M

1991-01-01

It is important that hospital cafeterias deliver products that create customer satisfaction so that financial objectives are met. An exploratory descriptive survey of 12 selected hospital cafeterias used a self-administered questionnaire to determine how satisfied customers were with services provided. It also asked cafeteria managers to give their perceptions of their customers' relative satisfaction/dissatisfaction with the service. Principal components analysis, followed by varimax rotation, identified four underlying constructs of the 15 pre-selected foodservice characteristics used to measure relative satisfaction. A multiple regression model, controlling for country, hospital size and customer demographics, in which the dependent variable was overall rating, found that the independent variables, the underlying rating constructs--food and service--made a much greater impact on overall rating than environment and accessibility. Most cafeteria managers' predictions about their customers' satisfaction were within two standard deviations of their customers' mean scores of satisfaction. While the managers' close association with their service may have accounted for this, it does not necessarily follow that they have the power to implement policy and product improvements.

76 FR 70653 - Performance Measurement

Federal Register 2010, 2011, 2012, 2013, 2014

2011-11-15

... Regulations as follows: PART 3055--SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING 0 1. The authority... entered into the National Customer Management System (NCMS). NCMS manages SFS inventory, general ledger, order history, and customer accounts. A measurement ends when the order is logically closed out in the...

75 FR 47823 - Agency Information Collection Activities: Submission for OMB Review; Comment Request, OMB No...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-09

...-0102; Federal Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey... Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey. SUMMARY: The Federal... Inspection Services Customer Satisfaction Survey. Type of Information Collection: Revision of a currently...

17 CFR 248.7 - Form of opt out notice to consumers; opt out methods.

Code of Federal Regulations, 2010 CFR

2010-04-01

... relationship terminates, the customer's opt out direction continues to apply to the nonpublic personal... establishes a new customer relationship with you, the opt out direction that applied to the former... notice in writing or, if the consumer agrees, electronically. (d) Joint relationships. (1) If two or more...

12 CFR 573.7 - Form of opt out notice to consumers; opt out methods.

Code of Federal Regulations, 2010 CFR

2010-01-01

... relationship terminates, the customer's opt out direction continues to apply to the nonpublic personal... establishes a new customer relationship with you, the opt out direction that applied to the former... relationships. (1) If two or more consumers jointly obtain a financial product or service from you, you may...

Empirical research on Kano’s model and customer satisfaction

PubMed Central

Lin, Feng-Han; Tsai, Sang-Bing; Lee, Yu-Cheng; Hsiao, Cheng-Fu; Zhou, Jie; Wang, Jiangtao; Shang, Zhiwen

2017-01-01

Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction. PMID:28873418

Empirical research on Kano's model and customer satisfaction.

PubMed

Lin, Feng-Han; Tsai, Sang-Bing; Lee, Yu-Cheng; Hsiao, Cheng-Fu; Zhou, Jie; Wang, Jiangtao; Shang, Zhiwen

2017-01-01

Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction.

Buffering the negative effects of employee surface acting: the moderating role of employee-customer relationship strength and personalized services.

PubMed

Wang, Karyn L; Groth, Markus

2014-03-01

The impact of emotional labor on customer outcomes is gaining considerable attention in the literature, with research suggesting that the authenticity of emotional displays may positively impact customer outcomes. However, research investigating the impact of more inauthentic emotions on service delivery outcomes is mixed (see Chi, Grandey, Diamond, & Krimmel, 2011). This study explores 2 potential reasons for why the service outcomes of inauthentic emotions are largely inconsistent: the impact of distinct surface acting strategies and the role of service delivery context. Drawing on social-functional theories of emotions, we surveyed 243 dyads of employees and customers from a wide variety of services to examine the links between employee surface acting and customer service satisfaction, and whether this relationship is moderated by relationship strength and service personalization. Our findings suggest that faking positive emotions has no bearing on service satisfaction, but suppressing negative emotions interacts with contextual factors to predict customers' service satisfaction, in line with social-functional theories of emotions. Specifically, customers who know the employee well are less sensitive to the negative effects of suppressed negative emotions, and customers in highly personalized service encounters are more sensitive to the negative effects of suppressed negative emotions. We conclude with a discussion of theoretical and practical implications.

Space Transportation System Availability Requirements and Its Influencing Attributes Relationships

NASA Technical Reports Server (NTRS)

Rhodes, Russel E.; Adams, TImothy C.

2008-01-01

It is essential that management and engineering understand the need for an availability requirement for the customer's space transportation system as it enables the meeting of his needs, goal, and objectives. There are three types of availability, e.g., operational availability, achieved availability, or inherent availability. The basic definition of availability is equal to the mean uptime divided by the sum of the mean uptime plus the mean downtime. The major difference is the inclusiveness of the functions within the mean downtime and the mean uptime. This paper will address tIe inherent availability which only addresses the mean downtime as that mean time to repair or the time to determine the failed article, remove it, install a replacement article and verify the functionality of the repaired system. The definitions of operational availability include the replacement hardware supply or maintenance delays and other non-design factors in the mean downtime. Also with inherent availability the mean uptime will only consider the mean time between failures (other availability definitions consider this as mean time between maintenance - preventive and corrective maintenance) that requires the repair of the system to be functional. It is also essential that management and engineering understand all influencing attributes relationships to each other and to the resultant inherent availability requirement. This visibility will provide the decision makers with the understanding necessary to place constraints on the design definition for the major drivers that will determine the inherent availability, safety, reliability, maintainability, and the life cycle cost of the fielded system provided the customer. This inherent availability requirement may be driven by the need to use a multiple launch approach to placing humans on the moon or the desire to control the number of spare parts required to support long stays in either orbit or on the surface of the moon or mars. It is the intent of this paper to provide the visibility of relationships of these major attribute drivers (variables) to each other and the resultant system inherent availability, but also provide the capability to bound the variables providing engineering the insight required to control the system's engineering solution. An example of this visibility will be the need to provide integration of similar discipline functions to allow control of the total parts count of the space transportation system. Also the relationship visibility of selecting a reliability requirement will place a constraint on parts count to achieve a given inherent availability requirement or accepting a larger parts count with the resulting higher reliability requirement. This paper will provide an understanding for the relationship of mean repair time (mean downtime) to maintainability, e.g., accessibility for repair, and both mean time between failure, e.g., reliability of hardware and the system inherent availability. Having an understanding of these relationships and resulting requirements before starting the architectural design concept definition will avoid considerable time and money required to iterate the design to meet the redesign and assessment process required to achieve the results required of the customer's space transportation system. In fact the impact to the schedule to being able to deliver the system that meets the customer's needs, goals, and objectives may cause the customer to compromise his desired operational goal and objectives resulting in considerable increased life cycle cost of the fielded space transportation system.

APOM-project: managing change to the customer in community pharmacy practice.

PubMed

Mobach, M P; van der Werf, J; Tromp, T F

1999-10-01

In 1994, a Ph.D.-study started regarding pharmacy, organization and management (APOM) in the Netherlands. This article describes the final phase of the study in community pharmacy practice: managerial problems in change to the customer and the difference between supported pharmacy managers and independent ones. It appeared that pharmacy managers experienced problems with the formulation and use of aims, norms, and measurements. Although many organizations operating in the pharmaceutical sector are a good source for new ideas, they lack to have the proper support for these problems. The difference between supported and independent pharmacy managers was minimal in the change to the customer. Pharmacy managers are in need of micro-instrumentalization: aims, norms, and monitor instruments for customer activities applicable at their own pharmacy. Moreover, pharmacy managers will have to learn how to deal with the tension between money and care in order to improve the 'grip' on their organization.

77 FR 67865 - Enhancing Protections Afforded Customers and Customer Funds Held by Futures Commission Merchants...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-11-14

... Parts 1, 3, 22 et al. Enhancing Protections Afforded Customers and Customer Funds Held by Futures... Customers and Customer Funds Held by Futures Commission Merchants and Derivatives Clearing Organizations... amend existing regulations to require enhanced customer protections, risk management programs, internal...

A cross-lagged test of the association between customer satisfaction and employee job satisfaction in a relational context.

PubMed

Zablah, Alex R; Carlson, Brad D; Donavan, D Todd; Maxham, James G; Brown, Tom J

2016-05-01

Due to its practical importance, the relationship between customer satisfaction and frontline employee (FLE) job satisfaction has received significant attention in the literature. Numerous studies to date confirm that the constructs are related and rely on this empirical finding to infer support for the "inside-out" effect of FLE job satisfaction on customer satisfaction. In doing so, prior studies ignore the possibility that-as suggested by the Service Profit Chain's satisfaction mirror-a portion of the observed empirical effect may be due to the "outside-in" impact of customer satisfaction on FLE job satisfaction. Consequently, both the magnitude and direction of the causal relationship between the constructs remain unclear. To address this oversight, this study builds on multisource data, including longitudinal satisfaction data provided by 49,242 customers and 1,470 FLEs from across 209 retail stores, to examine the association between FLE job satisfaction and customer satisfaction in a context where service relationships are the norm. Consistent with predictions rooted in social exchange theory, the results reveal that (a) customer satisfaction and FLE job satisfaction are reciprocally related; (b) the outside-in effect of customer satisfaction on FLE job satisfaction is predominant (i.e., larger in magnitude than the inside-out effect); and (c) customer engagement determines the extent of this outside-in predominance. Contrary to common wisdom, the study's findings suggest that, in relational contexts, incentivizing FLEs to satisfy customers may prove to be more effective for enhancing FLE and customer outcomes than direct investments in FLE job satisfaction. (PsycINFO Database Record (c) 2016 APA, all rights reserved).

75 FR 59732 - Agency Information Collection Activities: Submission for OMB Review; Comment Request, OMB No...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-28

...; Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys AGENCY: Federal... Agency Individual Assistance Customer Satisfaction Surveys. Type of Information Collection: Revision of a... quality of services customers want and their level of satisfaction with existing services. FEMA Managers...

16 CFR 310.4 - Abusive telemarketing acts or practices.

Code of Federal Regulations, 2014 CFR

2014-01-01

... to a settlement agreement, debt management plan, or other such valid contractual agreement executed by the customer; (B) The customer has made at least one payment pursuant to that settlement agreement, debt management plan, or other valid contractual agreement between the customer and the creditor or...

16 CFR 310.4 - Abusive telemarketing acts or practices.

Code of Federal Regulations, 2013 CFR

2013-01-01

... to a settlement agreement, debt management plan, or other such valid contractual agreement executed by the customer; (B) The customer has made at least one payment pursuant to that settlement agreement, debt management plan, or other valid contractual agreement between the customer and the creditor or...

16 CFR 310.4 - Abusive telemarketing acts or practices.

Code of Federal Regulations, 2012 CFR

2012-01-01

... to a settlement agreement, debt management plan, or other such valid contractual agreement executed by the customer; (B) The customer has made at least one payment pursuant to that settlement agreement, debt management plan, or other valid contractual agreement between the customer and the creditor or...

Customer-centered brand management.

PubMed

Rust, Roland T; Zeithaml, Valarie A; Lemon, Katherine N

2004-09-01

Most executives today agree that their efforts should be focused on growing the lifetime value of their customers. Yet few companies have come to terms with the implications of that idea for their marketing management. Oldsmobile, for example, enjoyed outstanding brand equity with many customers through the 1980s. But as the century wore further on, the people who loved the Olds got downright old. So why did General Motors spend so many years and so much money trying to reposition and refurbish the tired,tarnished brand? Why didn't GM managers instead move younger buyers along a path of less resistance, toward another of the brands in GM's stable--or even launch a wholly new brand geared to their tastes? Catering to new customers, even at the expense of the brand, would surely have been the path to profits. The reason, argue the authors, is that in large consumer-goods companies like General Motors, brands are the raison d'etre. They are the focus of decision making and the basis of accountability. But this overwhelming focus on growing brand equity is inconsistent with the goal of growing customer equity. Drawing on a wide range of current examples, the authors offer seven tactics that will put brands in the service of growing customer equity. These include replacing traditional brand managers with a new position--the customer segment manager; targeting brands to as narrow an audience as possible; developing the capability and the mind-set to hand off customers from one brand to another within the company; and changing the way brand equity is measured by basing calculations on individual, rather than average, customer data.

Estimation of customer lifetime value of a health insurance with interest rates obeying uniform distribution

NASA Astrophysics Data System (ADS)

Widyawan, A.; Pasaribu, U. S.; Henintyas, Permana, D.

2015-12-01

Nowadays some firms, including insurer firms, think that customer-centric services are better than product-centric ones in terms of marketing. Insurance firms will try to attract as many new customer as possible while maintaining existing customer. This causes the Customer Lifetime Value (CLV) becomes a very important thing. CLV are able to put customer into different segments and calculate the present value of a firm's relationship with its customer. Insurance customer will depend on the last service he or she can get. So if the service is bad now, then customer will not renew his contract though the service is very good at an erlier time. Because of this situation one suitable mathematical model for modeling customer's relationships and calculating their lifetime value is Markov Chain. In addition, the advantages of using Markov Chain Modeling is its high degree of flexibility. In 2000, Pfeifer and Carraway states that Markov Chain Modeling can be used for customer retention situation. In this situation, Markov Chain Modeling requires only two states, which are present customer and former ones. This paper calculates customer lifetime value in an insurance firm with two distinctive interest rates; the constant interest rate and uniform distribution of interest rates. The result shows that loyal customer and the customer who increase their contract value have the highest CLV.

The current healthcare environment: who is the customer?

PubMed

Heater, B S

1996-01-01

The customer of health care is identified in different third-party financial reimbursement periods beginning with the period before Medicare. The author speculates that the customer in a managed care system might be the corporate offices where employee healthcare decisions are made. In a discussion of managed care, nurses are cautioned about the threats to patient welfare when institutional goals become the customer and take precedence over clinical outcomes of patients.

A Taxonomical Structure for Classifying the Services Procured by the Federal Government

DTIC Science & Technology

1991-12-01

is the Direct Recipient of I,J the Service? People versus Things 2. Relationships with Customers a. Nature of Service Delivery. U Continuous delivery...versus Discrete transactions b. Type of Relationship between the Service Organization and Its Customers . "Membership" versus No Formal relationship 3...were conducted to determine the relationship between characteristics and services. Cluster analysis was used to group services into categories with

Research on networked manufacturing system for reciprocating pump industry

NASA Astrophysics Data System (ADS)

Wu, Yangdong; Qi, Guoning; Xie, Qingsheng; Lu, Yujun

2005-12-01

Networked manufacturing is a trend of reciprocating pump industry. According to the enterprises' requirement, the architecture of networked manufacturing system for reciprocating pump industry was proposed, which composed of infrastructure layer, system management layer, application service layer and user layer. Its main functions included product data management, ASP service, business management, and customer relationship management, its physics framework was a multi-tier internet-based model; the concept of ASP service integration was put forward and its process model was also established. As a result, a networked manufacturing system aimed at the characteristics of reciprocating pump industry was built. By implementing this system, reciprocating pump industry can obtain a new way to fully utilize their own resources and enhance the capabilities to respond to the global market quickly.

78 FR 60880 - Statement of Organization, Functions, and Delegations of Authority

Federal Register 2010, 2011, 2012, 2013, 2014

2013-10-02

... Commissioner (KFB) Division of Business and Resource Management (KFB2) Division of Customer Communications... Systems, Division of Business and Resource Management, Division of Customer Communications, Division of...: The Division of Management Services to the Division of Business and Resource Management; the Division...

Comprehensive Family Services and customer satisfaction outcomes.

PubMed

Huebner, Ruth A; Jones, Blake L; Miller, Viola P; Custer, Melba; Critchfield, Becky

2006-01-01

Comprehensive Family Services (CFS) is a strengths-based and partnership-oriented approach to casework implemented through multiple initiatives. This study examines the relationship between the practice of CFS and satisfaction of clients, foster parents, and community partners. CFS indicators are paired with statewide customer satisfaction survey results. CFS practices are associated with significantly higher customer satisfaction that improved over time for all groups. Although causality cannot be determined, the relationship is consistent, robust, and meaningful.

16 CFR 314.1 - Purpose and scope.

Code of Federal Regulations, 2010 CFR

2010-01-01

... relationship, or pertains to the customers of other financial institutions that have provided such information... SAFEGUARDING CUSTOMER INFORMATION § 314.1 Purpose and scope. (a) Purpose. This part, which implements sections..., confidentiality, and integrity of customer information. (b) Scope. This part applies to the handling of customer...

Trust that binds: the impact of collective felt trust on organizational performance.

PubMed

Salamon, Sabrina Deutsch; Robinson, Sandra L

2008-05-01

The impact of employees' collective perceptions of being trusted by management was examined with a longitudinal study involving 88 retail stores. Drawing on the appropriateness framework (March, 1994; Weber, Kopelman, & Messick, 2004), the authors develop and test a model showing that when employees in an organization perceive they are trusted by management, increases in the presence of responsibility norms, as well as in the sales performance and customer service performance of the organization, are observed. Moreover, the relationship between perceptions of being trusted and sales performance is fully mediated by responsibility norms. PsycINFO Database Record (c) 2008 APA, all rights reserved.

41 CFR 102-85.160 - How does a customer agency know how much to budget for Rent?

Code of Federal Regulations, 2011 CFR

2011-01-01

... 41 Public Contracts and Property Management 3 2011-01-01 2011-01-01 false How does a customer... Management Federal Property Management Regulations System (Continued) FEDERAL MANAGEMENT REGULATION REAL... approximately 2 months prior to the agencies' Office of Management and Budget (OMB) submission for the fiscal...

41 CFR 101-28.302 - Mission of customer supply centers.

Code of Federal Regulations, 2010 CFR

2010-07-01

... 41 Public Contracts and Property Management 2 2010-07-01 2010-07-01 true Mission of customer... DISTRIBUTION 28.3-Customer Supply Centers § 101-28.302 Mission of customer supply centers. Customer supply... of frequently needed common-use expendable items for the accomplishment of customer agency missions. ...

Understanding Supply Chain Management Practices for Small and Medium-Sized Enterprises

NASA Astrophysics Data System (ADS)

Thoo, AC; Sulaiman, Z.; Choi, SL; Kohar, UHA

2017-06-01

Small and medium enterprises (SMEs) are a major source of dynamism, innovation and flexibility for emerging and developing countries, as well as for the economies of the most industrialised nations. However, the survival and growth of SMEs can be difficult in the current competitive business environment and global marketplace. It can be a real challenge to deliver the right product and service at the most opportune time and at the lowest possible cost to the right customer. The challenge stresses the importance of managing cross-boundary relationships between business partners. For gaining a competitive advantage, supply chain management (SCM) is an effective tool to SMEs. Therefore, this paper aims to review the tenet of SCM, its benefits and practices to SMEs.

Stress and performance: do service orientation and emotional energy moderate the relationship?

PubMed

Smith, Michael R; Rasmussen, Jennifer L; Mills, Maura J; Wefald, Andrew J; Downey, Ronald G

2012-01-01

The current study examines the moderating effect of customer service orientation and emotional energy on the stress-performance relationship for 681 U.S. casual dining restaurant employees. Customer service orientation was hypothesized to moderate the stress-performance relationship for Front-of-House (FOH) workers. Emotional energy was hypothesized to moderate stress-performance for Back-of-House (BOH) workers. Contrary to expectations, customer service orientation failed to moderate the effects of stress on performance for FOH employees, but the results supported that customer service orientation is likely a mediator of the relationship. However, the hypothesis was supported for BOH workers; emotional energy was found to moderate stress performance for these employees. This finding suggests that during times of high stress, meaningful, warm, and empathetic relationships are likely to impact BOH workers' ability to maintain performance. These findings have real-world implications in organizational practice, including highlighting the importance of developing positive and meaningful social interactions among workers and facilitating appropriate person-job fits. Doing so is likely to help in alleviating worker stress and is also likely to encourage worker performance.

The case for customer loyalty.

PubMed

Sturm, Arthur C

2004-09-01

How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience.

17 CFR 248.9 - Delivering privacy and opt out notices.

Code of Federal Regulations, 2010 CFR

2010-04-01

... regarding the customer relationship, and your current privacy notice remains available to the customer upon... reasonably expect that a customer will receive actual notice of your annual privacy notice if: (i) The customer uses your web site to access financial products and services electronically and agrees to receive...

17 CFR 160.9 - Delivering privacy and opt out notices.

Code of Federal Regulations, 2010 CFR

2010-04-01

... the web site; or (2) The customer has requested that you refrain from sending any information regarding the customer relationship, and your current privacy notice remains available to the customer upon... that a consumer will receive actual notice of your annual privacy notice if: (1) The customer uses your...

Hospital marketing orientation and managed care processes: are they coordinated?

PubMed

White, K R; Thompson, J M; Patel, U B

2001-01-01

The hospital marketing function has been widely adopted as a way to learn about markets, attract sufficient resources, develop appropriate services, and communicate the availability of such goods to those who may be able to purchase such services. The structure, tasks, and effectiveness of the marketing function have been the subject of increased inquiry by researchers and practitioners alike. A specific understanding of hospital marketing in a growing managed care environment and the relationship between marketing and managed care processes in hospitals is a growing concern. Using Kotler and Clarke's framework for assessing marketing orientation, we examined the marketing orientation of hospitals in a single state at two points in time--1993 and 1999. Study findings show that the overall marketing orientation score decreased from 1993 to 1999 for the respondent hospitals. The five elements of the Kotler and Clarke definition of marketing orientation remained relatively stable, with slightly lower scores related to customer philosophy. In addition, we evaluated the degree to which selected managed care activities are carried out as part of its marketing function. A significant (p < .05) decrease in managed care processes coordinated with the formal marketing function was evident from 1993 to 1999. With increasing numbers of managed care plan enrollees, hospitals are likely focusing on organizational buyers as important customers. In order to appeal to organizational buyers, hospital executives may be focusing more on clinical quality and cost efficiency in the production of services, which will improve a hospital's position with organizational buyers.

77 FR 75211 - Order Granting Conditional Exemptions Under the Securities Exchange Act of 1934 in Connection...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-12-19

... appropriate risk management and disclosure. In particular, the conditions seek to preserve customers' ability... customers that are affiliates of the BD/FCM--and relate to the risk management and other safeguards the BD... commingle and portfolio margin customer positions in cleared credit default swaps (``CDS''), which include...

B2C Mass Customization in the Classroom

ERIC Educational Resources Information Center

Visich, John K.; Gu, Qiannong; Khumawala, Basheer M.

2012-01-01

The purpose of this article is to describe an internet-based mass customization assignment in Operations Management/Supply Chain Management classes where students utilize the Web site of a company that offers a customized product. Students evaluate the user interface, judge the value proposition of the product they demonstrate, and discuss issues…

Collaborative Engineering for Research and Development

NASA Technical Reports Server (NTRS)

Davis, Jose M.; Keys, L. Ken; Chen, Injazz J.

2004-01-01

Research and development (R&D) organizations are being required to be relevant, to be more application-oriented, and to be partners in the strategic management of the business while meeting the same challenges as the rest of the organization, namely: (1) reduced time to market; (2) reduced cost; (3) improved quality; (4) increased reliability; and (5) increased focus on customer needs. Recent advances in computer technology and the Internet have created a new paradigm of collaborative engineering or collaborative product development (CPD), from which new types of relationships among researchers and their partners have emerged. Research into the applicability and benefits of CPD in a low/no production, R&D, and/or government environment is limited. In addition, the supply chain management (SCM) aspects of these relationships have not been studied. This paper presents research conducted at the NASA Glenn Research Center (GRC) investigating the applicability of CPD and SCM in an R&D organization. The study concentrates on the management and implementation of space research activities at GRC. Results indicate that although the organization is engaged in collaborative relationships that incorporate aspects of SCM, a number of areas, such as development of trust and information sharing merit special attention.

Collaborative Product Development in an R&D Environment

NASA Technical Reports Server (NTRS)

Davis, Jose M.; Keys, L. Ken; Chen, Injazz J.; Peterson, Paul L.

2004-01-01

Research and development (R&D) organizations are being required to be relevant, to be more application-oriented, and to be partners in the strategic management of the business while meeting the same challenges as the rest of the organization, namely: (1) reduced time to market; (2) reduced cost; (3) improved quality; (4) increased reliability; and (5) increased focus on customer needs. Recent advances in computer technology and the Internet have created a new paradigm of collaborative engineering or collaborative product development (CPD), from which new types of relationships among researchers and their partners have emerged. Research into the applicability and benefits of CPD in a low/no production, R&D, and/or government environment is limited. In addition, the supply chain management (SCM) aspects of these relationships have not been studied. This paper presents research conducted at the NASA Glenn Research Center (GRC) investigating the applicability of CPD and SCM in an R&D organization. The study concentrates on the management and implementation of space research activities at GRC. Results indicate that although the organization is engaged in collaborative relationships that incorporate aspects of SCM, a number of areas, such as development of trust and information sharing merit special attention.

41 CFR 102-85.30 - Are there special rules for certain Federal customers?

Code of Federal Regulations, 2011 CFR

2011-01-01

... 41 Public Contracts and Property Management 3 2011-01-01 2011-01-01 false Are there special rules for certain Federal customers? 102-85.30 Section 102-85.30 Public Contracts and Property Management Federal Property Management Regulations System (Continued) FEDERAL MANAGEMENT REGULATION REAL PROPERTY 85...

78 FR 78415 - Submission for Review: Customer Service Surveys, OMB Control No. 3206-0236

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-26

... . SUPPLEMENTARY INFORMATION: The Office of Personnel Management (OPM) leads Federal agencies in shaping human resources management systems to effectively recruit, develop, manage and retain a high quality and diverse... OFFICE OF PERSONNEL MANAGEMENT Submission for Review: Customer Service Surveys, OMB Control No...

41 CFR 102-85.30 - Are there special rules for certain Federal customers?

Code of Federal Regulations, 2010 CFR

2010-07-01

... 41 Public Contracts and Property Management 3 2010-07-01 2010-07-01 false Are there special rules for certain Federal customers? 102-85.30 Section 102-85.30 Public Contracts and Property Management Federal Property Management Regulations System (Continued) FEDERAL MANAGEMENT REGULATION REAL PROPERTY 85...

The total customer relationship in health care: broadening the bandwidth.

PubMed

Berwick, D M

1997-05-01

The health care system is in the midst of a market revolution, driven by cost containment but also fully charged by the idea that competition among providers will lead to reforms that neither the government nor the professions have been able to achieve by themselves. An agenda of "reports to consumers" has been advanced as a bright new hope for improving the health care system. An alternative to this notion of consumerism is far broader--that is the concept of total relationship. In the hands of masters outside the health care domain, the total customer relationship embraces several elements that can be imported into health care and that offer more promise than "report cards," including the following: Customers as assistants in decreasing waste; Mass customization and stratification of need; Shaping demand; Immediate recovery; Delight as the objective; and Customer knowledge and innovation. A CREDO: The next phase of development of total customer relationship might well be guided by a credo including several tenets about the wisdom of those the health care system serves and the nature of its purpose: 1. In a helping profession, the ultimate judge of performance is the person helped. 2. Most people, including sick people, are reasonable most of the time. 3. Different people have different, legitimate needs. 4. Pain and fear produce anxiety in both the victim and the helper. 5. Meeting needs without waste is a strategic and moral imperative.

Managing the market. Focusing on a select group of customers can keep an organization competitive.

PubMed

MacStravic, R S

1989-05-01

The real challenge in healthcare marketing today is managing markets, focusing on selected groups of customers rather than on the organization or its services. Market management includes three distinct but related levels: Strategic market management assesses current and potential markets and chooses those the organization can serve best; segment management focuses on the needs and wants of subsets of chosen customers; and customer management reinforces long-term commitments to the organization. The patient care experience can be broken down into specific contacts with each staff member. The key to managing the experience is to identify and achieve standards of performance for each contact by examining what each event means to the patients and how patients judge each staff member, as well as the overall care experience. Regular feedback helps. An unavoidable risk in market management is that a given segment may decline in size, in need for services, or in cohesiveness as a segment. Yet those organizations which can identify the right segments and "manage" them effectively will have an advantage in a competitive market.

Study on Customer Satisfaction with Facilities Management Services in Lithuania

NASA Astrophysics Data System (ADS)

Lepkova, Natalija; Žūkaitė-Jefimovienė, Giedrė

2012-12-01

The article introduces the concept and content of facilities management (FM) services. The paper presents the concept of customer satisfaction and discusses the key factors which influence the opinions of customers and their satisfaction or dissatisfaction with the services provided. The article presents two studies: a brief survey of several FM service providers and a survey of customer satisfaction with FM services in Lithuania. The conclusions are given at the end of the article.

Electronic Health Object

PubMed Central

Almunawar, Mohammad Nabil; Anshari, Muhammad; Younis, Mustafa Z.; Kisa, Adnan

2015-01-01

Electronic health records (EHRs) store health-related patient information in an electronic format, improving the quality of health care management and increasing efficiency of health care processes. However, in existing information systems, health-related records are generated, managed, and controlled by health care organizations. Patients are perceived as recipients of care and normally cannot directly interact with the system that stores their health-related records; their participation in enriching this information is not possible. Many businesses now allow customers to participate in generating information for their systems, strengthening customer relationships. This trend is supported by Web 2.0, which enables interactivity through various means, including social networks. Health care systems should be able to take advantage of this development. This article proposes a novel framework in addressing the emerging need for interactivity while preserving and extending existing electronic medical data. The framework has 3 dimensions of patient health record: personal, social, and medical dimensions. The framework is designed to empower patients, changing their roles from static recipient of health care services to dynamic and active partners in health care processes. PMID:26660486

Safety management of Ethernet broadband access based on VLAN aggregation

NASA Astrophysics Data System (ADS)

Wang, Li

2004-04-01

With broadband access network development, the Ethernet technology is more and more applied access network now. It is different from the private network -LAN. The differences lie in four points: customer management, safety management, service management and count-fee management. This paper mainly discusses the safety management related questions. Safety management means that the access network must secure the customer data safety, isolate the broad message which brings the customer private information, such as ARP, DHCP, and protect key equipment from attack. Virtue LAN (VLAN) technology can restrict network broadcast flow. We can config each customer port with a VLAN, so each customer is isolated with others. The IP address bound with VLAN ID can be routed rightly. But this technology brings another question: IP address shortage. VLAN aggregation technology can solve this problem well. Such a mechanism provides several advantages over traditional IPv4 addressing architectures employed in large switched LANs today. With VLAN aggregation technology, we introduce the notion of sub-VLANs and super-VLANs, a much more optimal approach to IP addressing can be realized. This paper will expatiate the VLAN aggregation model and its implementation in Ethernet access network. It is obvious that the customers in different sub-VLANs can not communication to each other because the ARP packet is isolated. Proxy ARP can enable the communication among them. This paper will also expatiate the proxy ARP model and its implementation in Ethernet access network.

32 CFR 842.133 - Claims by customers, members, participants, or authorized users.

Code of Federal Regulations, 2010 CFR

2010-07-01

... more than expressions of customer dissatisfactions. The activity manager is responsible for... 32 National Defense 6 2010-07-01 2010-07-01 false Claims by customers, members, participants, or... by customers, members, participants, or authorized users. (a) Customer complaints. Do not...

32 CFR 842.133 - Claims by customers, members, participants, or authorized users.

Code of Federal Regulations, 2011 CFR

2011-07-01

... more than expressions of customer dissatisfactions. The activity manager is responsible for... 32 National Defense 6 2011-07-01 2011-07-01 false Claims by customers, members, participants, or... by customers, members, participants, or authorized users. (a) Customer complaints. Do not...

Breaking the trade-off between efficiency and service.

PubMed

Frei, Frances X

2006-11-01

For manufacturers, customers are the open wallets at the end of the supply chain. But for most service businesses, they are key inputs to the production process. Customers introduce tremendous variability to that process, but they also complain about any lack of consistency and don't care about the company's profit agenda. Managing customer-introduced variability, the author argues, is a central challenge for service companies. The first step is to diagnose which type of variability is causing mischief: Customers may arrive at different times, request different kinds of service, possess different capabilities, make varying degrees of effort, and have different personal preferences. Should companies accommodate variability or reduce it? Accommodation often involves asking employees to compensate for the variations among customers--a potentially costly solution. Reduction often means offering a limited menu of options, which may drive customers away. Some companies have learned to deal with customer-introduced variability without damaging either their operating environments or customers' service experiences. Starbucks, for example, handles capability variability among its customers by teaching them the correct ordering protocol. Dell deals with arrival and request variability in its high-end server business by outsourcing customer service while staying in close touch with customers to discuss their needs and assess their experiences with third-party providers. The effective management of variability often requires a company to influence customers' behavior. Managers attempting that kind of intervention can follow a three-step process: diagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.

Pricing and the psychology of consumption.

PubMed

Gourville, John; Soman, Dilip

2002-09-01

Most executives know how pricing influences the demand for a product, but few of them realize how it affects the consumption of a product. In fact, most companies don't even believe they can have an effect on whether customers use products they have already paid for. In this article, the authors argue that the relationship between pricing and consumption lies at the core of customer strategy. The extent to which a customer uses a product during a certain time period often determines whether he or she will buy the product again. So pricing tactics that encourage people to use the products they've paid for help companies build long-term relationships with customers. The link between pricing and consumption is clear: People are more likely to consume a product when they are aware of its cost. But for many executives, the idea that they should draw consumers' attention to the price that was paid for a product or service is counterintuitive. Companies have long sought to mask the costs of their goods and services in order to boost sales. And rightly so--if a company fails to make the initial sale, it won't have to worry about consumption. So to promote sales, health club managers encourage members to get the payment out of the way early; HMOs encourage automatic payroll deductions; and cruise lines bundle small, specific costs into a single, all-inclusive fee. The problem is, by masking how much a buyer has spent on a given product, these pricing tactics decrease the likelihood that the buyer will actually use it. This article offers some new approaches to pricing--how and when to charge for goods and services--that may boost consumption.

Mining Association Rules Between Credits in the Leadership in Energy and Environmental Design for New Construction (LEED-NC) Green Building Assessment System

DTIC Science & Technology

2008-03-01

in subject areas that rely mostly on intuition, like marketing, sales , and customer relationship management (Berry and Linoff, 2004). Commonly...closely related to this study might be Amazon or iTunes ’ use of market basket analysis. Today, most e-commerce consumers are accustomed to receiving... sales is to minimize the costs and hassle of warranty-related repairs and replacements. Of course, the best way to minimize those liabilities is to

17 CFR 155.3 - Trading standards for futures commission merchants.

Code of Federal Regulations, 2010 CFR

2010-04-01

...) Insure, to the extent possible, that each order received from a customer or from an option customer which... the affiliated person has gained knowledge of the customer's or option customer's order prior to the... merchant or any of its affiliated persons by reason of their relationship to such other person, except with...

12 CFR 40.9 - Delivering privacy and opt out notices.

Code of Federal Regulations, 2010 CFR

2010-01-01

... conspicuous manner on the web site; or (2) The customer has requested that the bank refrain from sending any information regarding the customer relationship, and the bank's current privacy notice remains available to... that a customer will receive actual notice of the bank's annual privacy notice if: (1) The customer...

26 CFR 1.475(c)-1 - Definitions-dealer in securities.

Code of Federal Regulations, 2010 CFR

2010-04-01

...-customer relationship. Whether a taxpayer is transacting business with customers is determined on the basis... a dealer in securities under section 475(c)(1)(B), and the counterparties are its customers. Example...)(1)(B), and the other banks in the interbank market are its customers. Example 3. B engages in...

17 CFR 155.3 - Trading standards for futures commission merchants.

Code of Federal Regulations, 2011 CFR

2011-04-01

...) Insure, to the extent possible, that each order received from a customer or from an option customer which... the affiliated person has gained knowledge of the customer's or option customer's order prior to the... merchant or any of its affiliated persons by reason of their relationship to such other person, except with...

17 CFR 155.3 - Trading standards for futures commission merchants.

Code of Federal Regulations, 2012 CFR

2012-04-01

...) Insure, to the extent possible, that each order received from a customer or from an option customer which... the affiliated person has gained knowledge of the customer's or option customer's order prior to the... merchant or any of its affiliated persons by reason of their relationship to such other person, except with...