Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 12 of 12 for “"customer responses"”.
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PUBLIC RESPONSE TO POOR CSR: AN EVENT STUDY LOOKING AT THE EFFECTS OF ANNOUNCEMENTS ON BOTH FIRM PERFORMANCE AND CUSTOMER RESPONSES.
… of the firm's actions on all stakeholders: customers, employees, shareholders, communities at large, and the environment. This dissertation will look at several public announcements and examine not only the level of corporate social responsibility a firm has but also the effects these …
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Management responding strategy to customer online reviews : a case study of hotels in Taiwan
… reviews. In this study, we analyzed online customer reviews and the responses of 31 hotels. A clear trend was observed: hotels are putting more resources into online management responses. We also interviewed ten hotels to learn how they manage these responses, what challenges they face in …
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The effect of digital nudging on the users of eCommerce websites in South Africa
… information, and returns information nudging on customer response based on an experimental e-commerce platform. The responses were recorded using a questionnaire with a specific focus on three dependent variables to measure the customer responses between the nudge variants. Online experiments …
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An institutional study of a government-led green technology innovation scheme
… (Chapter 4) in this thesis explores industrial customer responses amidst a scheme crisis. Due to institutional breaches and governance issues associated with the evolving scheme, industrial customers were impacted, warranting various responses, thereby impacting the green market. This article …
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Data trend mining for predictive systems design
… design community have relied primarily on customer survey data or focus group feedback as a means of integrating customer preference information into the product design process. The reliance of direct customer interaction can be costly and time consuming and may therefore limit the overall …
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The influence of employee engagement on customer experience in business-to business relationships
A customer's overall experience of interaction with a firm can be influenced by a variety of antecedents including employee behaviour, and can affect a variety of constructs including a customer's intention to remain loyal to a firm. The study contributes to the customer experience literature by …
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Prediction of mobile network subscriber satisfaction by using network probing experience measures and machine learning
… themselves from other market players. Customer satisfaction plays a crucial role in such a landscape where negative word of mouth could severely damage the reputation of a business. Customer satisfaction has therefore become a key differentiator for many companies. A popular metric to …
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Using the Internet to solicit customer design input in order to support mass customization through modular designs
… is being mandated by increasingly heterogeneous customer needs. It requires very flexible designs, and manufacturing and delivery processes that reduce the economic order quantities to a single customer order. It also requires a means to identify the elements of the product that should be …
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Revenge or Reconciliation? A Rejection-Based Model of Firm-Induced Relationship Termination
… of firm-induced relationship termination on customer rejection perceptions and firm-related outcome behaviors. A research model is developed that focuses on several key issues with respect to the post-termination process. First, the study explores how direct versus indirect termination styles …
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An investigation of the influence of social CRM on brand reputation and brand loyalty in developing country : evidence from the Nigerian telecoms industry
… to a new strategy that is technology-enabled and customer-centric. Particularly, the advancement of Information and Communication Technology (ICT) has created new channels for organisations like never before for exploiting customer relationship management tailored towards enhancing customer …
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Enterprise Resource Planning (ERP) adoption in a hybrid service and manufacturing Small and Medium-sized Enterprise (SME) : an action case study
… was collected using an online survey with 72 customer responses, questionnaires for in-company observations and third party meetings conducted at an SME in the North West of England, UK.OIPT specifically states that organisations are structured around information and the flow of information in …