دانلود و نمایش مقالات مرتبط با Customer satisfaction::صفحه 1
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نتیجه جستجو - Customer satisfaction

تعداد مقالات یافته شده: 51
ردیف عنوان نوع
1 تاثیر قیمت روی تبلیغ شفاهی: بازدید کننده های دفعه اولی دربرابر بازدید کننده های خیلی تکراری
سال انتشار: 2019 - تعداد صفحات فایل pdf انگلیسی: 7 - تعداد صفحات فایل doc فارسی: 27
بسیاری از مقصدهای گردشگری شدیدا" روی بازدید کننده های تکراری تمرکز کرده و به آنها وابسته هستند. بنابراین یک فرض اساسی این است که بازدید کننده های تکراری سودآورتر هستند (مثلا" ازطریق هزینه های بازاریابی پایین تر) و تبلیغ شفاهی مثبت آنها برای جذب مهمانان جدید ضروری می باشد. در این مقاله ما یک مطالعه تجربی مقیاس – بزرگ را برای بررسی تاثیر قیمت برای بازدید کننده های دفعه اولی و تکراری اقامتگاههای اسکی ارائه می دهیم. ما با به کارگیری یک دیدگاه مدلسازی سلسله مراتبی خطی نشان می دهیم که قیمت رابطه ای منفی با تبلیغ شفاهی برای بازدید کننده های دفعه اولی دارد و قیمت هیچ تاثیری روی تبلیغ شفاهی برای بازدید کننده های تکراری ندارد. بنابراین ما نشان می دهیم که تاثیر قیمت روی تبلیغ شفاهی برای بازدید کننده های تکراری کاهش می یابد.
مقاله ترجمه شده
2 Money-back guarantee and personalized pricing in a Stackelberg manufacturers dual-channel supply chain
تضمین برگشت پول و قیمت گذاری شخصی سازی شده در یک زنجیره تامین دو کانالی سازنده استاکلبرگ-2018
We examine customer returns and pricing strategies in a manufacturers Stackelberg supply chain using game-theoretic models. In the supply chain, the manufacturer sells a high-quality product through an independent retailer, and considers whether or not to open a direct channel to sell a similar but lower-quality product. We discuss how the retailer and the manufacturer with a direct channel should choose their customer returns and pricing strategies. We show that when the retailer implements a personalized pricing strategy (PPS), the addition of the direct channel benefits the manufacturer but always makes the retailer worse off, and this differs from the case when the retailer adopts a uniform pricing strategy. We find that if its net salvage value of the product is positive, the retailer should offer a Money-Back Guarantee (MBG) and implement PPS. In the direct channel, however, the manufacturer may offer an MBG even if the net salvage value is negative, and may implement PPS only if customer satisfaction in the direct channel is low. Under certain conditions, a win-win may result from both the retailers adoption of MBG and PPS and the manufacturers adoption of MBG in its direct channel, while the adoption of PPS by the manufacturer in its direct channel may lead to lose-lose for the retailer and the manufacturer. The implications of customer returns and pricing strategies, as well as the impact of these two strategies on prices, demands, and profits, are discussed.
keywords: Dual-channel |Manufacturer Stackelberg game |Customer returns |Pricing |Product line
مقاله انگلیسی
3 The effect of lean methods and tools on the environmental performance of manufacturing organisations
تاثیرات روشها و ابزار تکیه گاهی روی عملکرد محیطی سازمان های ساخت و تولید-2018
Evidence suggests that lean methods and tools have helped manufacturing organisations to achieve operational excellence, and in this way meet both traditional and contemporary organisational objectives such as profitability, efficiency, responsiveness, quality, and customer satisfaction. However, the effect of these methods and tools on environmental performance is still unclear, as limited empirical research has been conducted in this field. This paper therefore investigates the impact of five essential lean methods, i.e. JIT, autonomation, kaizen/continuous improvement, total productive maintenance (TPM) and value stream mapping (VSM), on four commonly utilised measures for the compliance of environmental performance, i.e. material use, energy consumption, non-product output, and pollutant releases. A correlation analysis modelled the relationship and effect of these lean methods on the environmental performance of 250 manufacturing organisations around the world. Structural equation modelling (SEM) was used as a second pronged verification approach to ensure the validity of the results. The results indicate that TMP and JIT have the strongest significance on environmental performance, whereas kaizen/continuous improvement only showed an effect on the use of materials and release of pollutants. Autonomation and VSM did not show any impact on environmental performance. The research holds important implications for industrialists, who can develop a richer knowledge on the relationship between lean and green. This will help them formulate more effective strategies for their simultaneous or sequential implementation. The paper extends our knowledge in the lean and green field by helping us to establish and explain the given relationships between five of the most important and commonly used lean methods and the environmental performance of manufacturing organisations. No previous research had considered the studied lean methods and environmental measures of performance.
keywords: Autonomation |JIT |Kaizen/continuous improvement |Green lean |Environmental performance |SEMTPMVSM
مقاله انگلیسی
4 The effects of traveling for business on customer satisfaction with hotel services
تاثیر مسافرت برای تجارت روی رضایت مشتری از خدمات هتل-2018
The purpose of this study is to examine the association between traveling for business and customer satisfaction with hotel services. To that end, a multilevel analysis is conducted of an empirical dataset comprising over 1.6 million customer reviews pertaining to 13,410 hotels located in 80 major urban tourism destinations across the world. The results suggest that customers report significantly lower (4% on average) levels of overall satisfaction with hotel services after for-business stays than after for-pleasure stays. This effect is, moreover, found to be moderated by certain contextual factors, such as the travelers general leisure versus work orientation, and the economic and cultural characteristics of the destination and the travelers country of origin. Most importantly, the effect is found to be strongly moderated by certain hotel attributes; this finding allows hotel managers to offset the adverse effect by focusing on, and investing in, those attributes, making their properties more competitive.
keywords: Business travel |Customer satisfaction |Online reviews |Hotel attributes |Market segmentation
مقاله انگلیسی
5 مديريت ارتباط موفق مشتري در ادغام فرآيند کسب و کار و توسعه برنامه هاي مديريت پروژه
سال انتشار: 2018 - تعداد صفحات فایل pdf انگلیسی: 8 - تعداد صفحات فایل doc فارسی: 12
رضایت مشتری عامل مهمی برای بقا و کمک به حفظ رشد اقتصادی است. "مرکزیت مشتری" مبادله بازده با اثربخشی در نتیجه بهبود عملکرد مالی را ایجاد می کند. مدیریت ارتباط با مشتری (CRM) تلفیقی از فرایندها، افراد و فن آوری است که سعی در ارزش دادن به مشتری یک شرکت دارد. این یک رویکرد یکپارچه برای مدیریت ارتباط با تمرکز برای حفظ مشتری و توسعه ارتباطات است. با پیشرفت در فن آوری اطلاعات، CRM در حال تغییر و تحول در ساختار سازمانی در رویکرد مشتری محوری است. شرکت هایی که با موفقیت CRM پیاده سازی می کنند، پاداش هایی را در وفاداری مشتری و سودآوری طولانی مدت کسب می کنند. با این حال، پیاده سازی موفق نامعلوم است، زیرا شرکت ها نمی فهمند که CRM متشکل از متقابل و متمرکز بر مشتری است و نیازمند مهندسی دوباره در سراسر سازمان است. اگر چه بخش بزرگی از CRM مبتنی بر فناوری است، مشاهده CRM به عنوان یک راه حل تنها برای تکنولوژی احتمالا بی فایده است. برای پیاده سازی موفق CRM، رویکرد یکپارچه و متوازن نسبت به تکنولوژی، مردم و فرایند مورد نیاز است. در این مطالعه، داده ها از SME های هند جمع آوری شده و بخش های مربوط به فروش و بازاریابی، اداری و عملیات مورد بحث و بررسی قرار گرفته است. داده ها با استفاده از روش های آماری از نظر متغیرهای خدمات مشتری مشخص شده از بررسی مقالات مورد تجزیه و تحلیل قرار داده شده است. تجزیه و تحلیل اهمیت فرآیندهای کسب و کار مدرن، به ویژه برای نقش های هماهنگی، و مطالعه اهداف مختلف برای اسناد را شرح می دهد. یافته های مربوط به کل مدل تعادلی خدمات مشتری با نرم افزار CRM برای SMEs قابل دسترسی است.
کلمات کلیدی: مدیریت ارتباط با مشتری | فرآیند کسب و کار | رضایت مشتری | خدمات | SME
مقاله ترجمه شده
6 Impact of product attributes on customer satisfaction: An analysis of online reviews for washing machines
تاثیر ویژگی های محصول روی رضایت مشتری: یک تحلیل روی بازدیدهای آنلاین برای ماشین های لباسشویی-2018
Online reviews are an important information source for companies analysing users’ demands. We conducted a study of online reviews to measure how product attributes impact customer satisfaction. First, we attempted to infer through sentiment analysis whether a customer is satisfied with a purchase according to their review. Second, a logistic regression model was developed to estimate the impact of various product properties on customer satisfaction scores. Our estimates indicated that customer satisfaction is influenced by drainage mode, loading type, frequency conversion, type, display, colour, and capacity. We further investigate the impact of price and find that customers who buy cheap products should be treated differently from purchasers of expensive items because the relevance of design features on their satisfaction is different. Additionally, we observed that although customers are concerned about noise, perceived noise is not consistent with actual noise levels. We analysed specific reviews and then obtained more detailed information on customer attitudes.
keywords: Customer behavior |Customer satisfaction |Online reviews |Product attributes |Product design
مقاله انگلیسی
7 Dynamic effects of customer experience levels on durable product satisfaction: Price and popularity moderation
تاثیرات پویای سطوح تجربه مشتری روی رضایت پایدار مشتری: وساطت قیمت و محبوبیت-2018
We investigate the dynamic effects of customer experience levels on satisfaction in China’s automobile industry. Based on a large-scale sample of 657,300 online reviews, our empirical study produced three meaningful findings. First, higher customer experience levels are associated with a decrease in customer satisfaction. Second, compared with lower-priced cars, satisfaction is higher for higher-priced cars, and it declines at a slower rate. Third, satisfaction with popular cars, which is often lower than that for unpopular cars, declines at a faster (slower) rate than satisfaction with unpopular cars when they are higher-priced (lower-priced). Therefore, both price and popularity have important moderating effects on the relationship between satisfaction and customer experience level. We discuss the managerial implications of these results, as well as avenues for future research.
keywords: Automotive industry |Big data|Car reviews |China |Customer experience |Customer satisfaction |Data analytics |Empirical research |Expectation-confirmation theory |Product price |Product popularity |Regression model |Secondary data
مقاله انگلیسی
8 معیار ارزیابی خدمات برای خلق مشترک یک اکوسیستم خدماتی
سال انتشار: 2018 - تعداد صفحات فایل pdf انگلیسی: 3 - تعداد صفحات فایل doc فارسی: 7
فعالیت های خدماتی مبتنی بر زندگی انسان هستند و باید به عنوان سیستم پیچیده ای شامل تعاملات متقابل نقش آفرینان مختلف مورد توجه قرار گیرد. ارزش خدمات باید بر مبنای دیدگاه های مختلف از قبیل رضایت مشتری، رضایت کارکنان، سودآوری یا دیدگاه های ارزش اجتماعی ارزیابی شود. ما روش معیار ارزیابی خدماتی بر اساس مهندسی خدمات را ارائه می دهیم که بر مبنای آن ارائه دهندگان خدمات می توانند نقاط قوت و ضعف خود را از طریق مقایسه درون صنعتی و فرا صنعت یاد بگیرند. این مقاله در مورد چگونگی پشتیبانی از ارائه دهندگان خدمات برای تطبیق مجدد سیستم های خدمات پایدار با داده های واقعی، ارائه شده است.
کليدواژگان: مهندسي خدمات | معيار ارزيابي خدمات | ارزش
مقاله ترجمه شده
9 The effect of workplace spirituality on hospitality employee engagement, intention to stay, and service delivery
تاثیر معنویت محل کار روی اشتغال کارکنان به مهمانداری، قصد اقامت و ارائه خدمات-2018
A key challenge facing hospitality organizations is how to retain and engage frontline employees who play an important role in influencing customer satisfaction. Although engagement has recently received considerable attention from scholars, much still remains to be learned about its intrinsic motivation and work meaning antecedents. Workplace spirituality has been conceptualized as offering new insights into how individuals experience a deeper level of intrinsic work motivation and engagement. This study found that workplace spirituality has a direct effect on employee engagement and intention to stay in a study of 292 employees in a U.S. hospitality organization. Engagement was found to be related to employees service delivery, but not to their intention to stay. In doing so, this study provides new insights into the intrinsic work motivation antecedents of engagement and is the first investigation to empirically assess the joint effects of workplace spirituality and engagement on employee service delivery and intention to stay.
keywords: Employee engagement |Workplace spirituality |Service delivery |Intention to stay
مقاله انگلیسی
10 The impact of customer returns in a supply chain with a common retailer
تأثیر بازده مشتری در یک زنجیره تامین با خرده فروش معمولی-2017
Efficient distribution of the product in a supply chain is a critical issue in supply chain management. In the paper, we study a manufacturer Stackelberg supply chain in which a retailer can sell either or both of two brands, a well-known brand and a new brand, in a market supplied by two manufacturers. The two brands are differentiated by customer satisfaction rate. The supply chain involves both vertical competi tion between the retailer and manufacturers, and horizontal competition between the two manufacturers. We identify the conditions under which the retailer should choose one or both of the two manufacturers, and we show that in certain circumstances, the retailer will prefer to work with both manufacturers, even though one brand of product may have no sales. We find that whether a money-back guarantee (MBG) returns policy should be offered for the supply chain depends only on whether or not the retailer can re cover the value of the returned product efficiently, even when the retailer incurs a net cost by accepting returns. We also show that an MBG enhances the profit of the manufacturer with low satisfaction rate, resulting in an increase in both the wholesale price and demand, but it has an opposite impact on the manufacturer with high satisfaction rate. In addition, an MBG enhances the retailer’s profit and expands the overall market. Numerical examples are included to illustrate the major results.
Keywords: Customer returns policy | Game theory | Pricing | Money-back guarantee | Supply chain management
مقاله انگلیسی
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