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

تعداد مقالات یافته شده: 70
ردیف عنوان نوع
1 A big data based architecture for collaborative networks: Supply chains mixed-network
یک معماری مبتنی بر داده های بزرگ برای شبکه های مشارکتی: شبکه های مخلوط شبکه های تأمین-2021
Nowadays, the world knows a high-speed development and evolution of technologies, vulnerable economic environments, market changes, and personalised consumer trends. The issue and challenge related to enterprises networks design are more and more critical. These networks are often designed for short terms since their strategies must be competitive and better adapted to the environment, social and economical changes. As a solution, to design a flexible and robust network, it is necessary to deal with the trade-off between conflicting qualitative and quantitative criteria such as cost, quality, delivery time, and competition, etc. To this end, using Big Data (BD) as emerging technology will enhance the real performances of these kinds of networks. Moreover, even if the literature is rich with BD models and frameworks developed for a single supply chain network (SCN), there is a real need to scale and extend these BD models to networked supply chains (NSCs). To do so, this paper proposes a BD architecture to drive a mixed-network of SCs that collaborate in serial and parallel fashions. The collaboration is set up by sharing their resources, capabilities, competencies, and information to imitate a unique organisation. The objective is to increase internal value to their shareholders (where value is seen as wealth) and deliver better external value to the end-customer (where value represents customer satisfaction). Within a mixed-network of SCs, both values are formally calculated considering both serial and parallel networks configurations. Besides, some performance factors of the proposed BD architecture such as security, flexibility, robustness and resilience are discussed.
Keywords: Big data architecture | Collaborative networks | Enterprises network | Supply chain network | Flexibility | Robustness
مقاله انگلیسی
2 Hybridization of an interactive fuzzy methodology with a lexicographic min-max approach for optimizing a multi-period multi-product multi-echelon sustainable closed-loop supply chain network
ترکیبی از یک روش فازی تعاملی با رویکرد حداکثر واژه نامه نگاری برای بهینه سازی یک شبکه زنجیره تامین پایدار حلقه بسته چند محصولی چند دوره ای-2021
Here, a fuzzy multi-period multi-echelon multi-objective mixed-integer non-linear programming (MOMINLP) model is considered for a sustainable multi-product multi-site multi-distribution multi-customer supply chain in forward flow having multi-centers for collecting, checking, repairing and decomposing and multi-disposal cen- ters in the reverse flow. Minimizing the total cost of the closed-loop supply chain (CLSC), elevating the customer satisfaction degrees, minimizing the total waiting time, minimizing the manufacturing site greenhouse gases and minimizing the CO2 emissions from vehicles are considered as the objective functions. Furthermore, integration of strategic decisions of flow allocations and vehicle routing with tactical and operational decisions such as production and workforce planning and improving upon customer satisfaction are considered. Also, we are concerned with the stability of the model and the accuracy of the obtained solution. We consider uncertainty and propose an appropriate method to develop a fair optimization of the distribution of raw materials and products to the supply chain participants. The presented solution method initially considers an adaptation of the lexico- graphic min–max fairness approach to finding a short delay for the delivery time of all the existing flows between every two consecutive echelons of the CLSC network. Then, a service quality measure is introduced to evaluate the uncertain delivery time considering the delay unpleasantness measure (DUM) index and measure the delay unpleasantness of all the existing delivery time delays. The model is converted to an auxiliary crisp MOMINLP problem by taking appropriate strategies, and a novel interactive fuzzy approach is proposed to find a compromised solution. The effectiveness of the algorithm is illustrated through a generated case study. The validity of the proposed method is confirmed by comparing the obtained results with the ones obtained by some other valid approaches, making use of distance and dispersion measure functions. Computational results show the proposed fuzzy method to be more efficient than other approaches. The encouraging results provide motivations for the use of our proposed fuzzy approach to solving other kinds of multi-objective mixed-integer models.
Keywords: Closed-loop supply chain | Fuzzy optimization | Lexicographic min–max fairness | Multi-objective mixed-integer non-linear programming | Uncertainty | Compromised solution
مقاله انگلیسی
3 Supply Chain Network Design Considering Customer Psychological Behavior-A 4PL Perspective
طراحی شبکه زنجیره تأمین با در نظر گرفتن رفتار روانشناختی مشتری-دیدگاه 4PL-2021
From the perspective of Fourth Party Logistics, a novel supply chain network design problem considering customer psychological behavior is proposed in this paper. First, we calculate the minimum cost of the supply chain network design in Fourth Party Logistics when the demand of customers is fully satisfied. In the shortage of the investment in the process of supply chain network design, the demand of customers can be partially satisfied. Then, customer psychological behavior is considered to maximize the value function of customer satisfaction under cost constraint. After introducing the definitions of the psychological reference point and the service level for customers based on the prospect theory, we formulate a non-linear integer programming model for Fourth Party Logistics network design problem. Since the objective function of the proposed model is non-linear, an approximation linearization method is introduced to adjust the proposed model to be an equivalent linear model. Numerical experiments are designed to justify the effectiveness of the proposed method. Through a thorough analysis on customer psychological behavior, it can be seen that customers tend to be more risk-averse for gains than risk-seeking for losses in Fourth Party Logistics supply chain network design. Moreover, valuable investment insights are recapitulated. This proposed method provides an effective tool for a Fourth Party Logistics provider to give reasonable suggestions to an investor in Fourth Party Logistics supply chain network design. Furthermore, we extended the basic model of 4PL supply chain network design considering customer satisfaction with multiple commodities and provided a solution method based on greedy adding heuristic to further reduce the calculation time for large scale cases.
Key words: Fourth Party Logistics | Supply Chain Network Design | Psychological Behavior | Customer Satisfaction | Approximation Linearization
مقاله انگلیسی
4 Customer-centric prioritization of process improvement projects
اولویت بندی مشتری محور پروژه های بهبود فرآیند-2020
Today, customers can conveniently compare products and decide how to interact with companies. With customer centricity becoming an important success factor, companies must drive customer satisfaction not only through excellent products but also through customer-centric processes. As many companies face an abundance of action possibilities, fast-changing customer needs, and scarce resources, guidance regarding the customercentric prioritization of process improvement projects is in high need. As existing approaches predominantly focus on process efficiency, we propose a decision model that accounts for the effects of process improvement on customer centricity in line with justificatory knowledge on value-based process decision-making, project portfolio selection, and the measurement of customer satisfaction. When building the decision model, we adopted the design science paradigm and used multi-criteria decision analysis as well as normative analytical modeling as research methods. We evaluated the model by discussing it with practitioners, by building a software prototype, and by applying it at a German insurance company. Overall, our research extends the prescriptive knowledge on process prioritization and customer process management.
Keywords: Business process management | Business process improvement | Process decision-making | Customer centricity | Project portfolio selection | Kano model
مقاله انگلیسی
5 Text mining of industry 4:0 job advertisements
استخراج متن آگهی های شغلی صنعت 4:0-2020
Since changes in job characteristics in areas such as Industry 4.0 are rapid, fast tool for analysis of job advertisements is needed. Current knowledge about competencies required in Industry 4.0 is scarce. The goal of this paper is to develop a profile of Industry 4.0 job advertisements, using text mining on publicly available job advertisements, which are often used as a channel for collecting relevant information about the required knowledge and skills in rapid-changing industries. We searched website, which publishes job advertisements, related to Industry 4.0, and performed text mining analysis on the data collected from those job advertisements. Analysis of the job advertisements revealed that most of them were for full time entry; associate and mid-senior level management positions and mainly came from the United States and Germany. Text mining analysis resulted in two groups of job profiles. The first group of job profiles was focused solely on the knowledge related to Industry 4.0: cyberphysical systems and the Internet of things for robotized production; and smart production design and production control. The second group of job profiles was focused on more general knowledge areas, which are adapted to Industry 4.0: supply change management, customer satisfaction, and enterprise software. Topic mining was conducted on the extracted phrases generating various multidisciplinary job profiles. Higher educational institutions, human resources professionals, as well as experts that are already employed or aspire to be employed in Industry 4.0 organizations, would benefit from the results of our analysis.
Keywords: Human resource management | Text mining | Job profiles | Big data analytics | Industry 4.0 | Education | Smart factory
مقاله انگلیسی
6 Generic and Islamic attributes for non-Muslim majority destinations: application of the three-factor theory of customer satisfaction
ویژگی های عمومی و اسلامی برای مقاصد اکثریت غیر مسلمان: کاربرد نظریه سه عاملی برای رضایت مشتری-2020
To provide Muslim-friendly tourism and attract Muslim tourists, destination marketers must not only consider the generic attributes commonly available at the destination, they must also ensure the availability of attributes that serve the needs of Muslim tourists: Islamic attributes. This study identifies and classifies generic and Islamic attributes as basic, performance, and excitement factors in accordance with the three-factor theory of customer satisfaction to emphasise that the three factors may have different impacts on tourist satisfaction. This study also examines the influence of the three factors on satisfaction and the consequences of satisfaction on tourists behavioural and attitudinal loyalty. A survey was conducted with 604 Muslim tourists who visited non-Muslim destinations. The results showed that all generic attributes influenced Muslim tourists satisfaction, whereas for Islamic attributes, only the classification of excitement factors significantly affected their satisfaction. The con- sequences of satisfaction were also found to have a significant effect on increasing tourists’ behavioural and attitudinal loyalty.
Keywords: Generic attributes | Islamic attributes | Tourist satisfaction | Behavioural loyalty | Attitudinal loyalty | Three-factor theory of customer satisfaction | Muslim-friendly tourism | Social sciences | Tourism | Tourism management | Business | Management | Marketing
مقاله انگلیسی
7 Linking AI quality performance and customer engagement: The moderating effect of AI preference
پیوند عملکرد کیفیت هوش مصنوعی و تعامل مشتری: اثر تعدیل کننده ترجیح هوش مصنوعی-2020
Drawing upon affordance theory, this study positions artificial intelligence (AI) as a commercial service in examining its influence on customer engagement in the hotel context. In particular, we seek to understand linkages between customer perceptions of AI service quality, AI customer satisfaction and engagement. Given the multiplicity of services offered by service organisations, customers’ preference for AI service is modelled as a moderator of customer perceptions and attitudes towards AI. Data was collected from a sample of hotel customers in Australia who had previously used AI tools or services. Our results reveal a significant chain effect between AI service indicators, service quality perceptions, AI satisfaction and customer engagement. AI preference has a significant moderation effect on information quality and satisfaction. These findings provide new insights into the consumer services literature and have important implications for marketing practitioners.
Keywords: Artificial intelligence | AI satisfaction | AI preference | Service quality | Customer engagement
مقاله انگلیسی
8 Customer-centric prioritization of process improvement projects
اولویت بندی مشتری محوری پروژه های بهبود فرآیند-2020
Today, customers can conveniently compare products and decide how to interact with companies. With cus- tomer centricity becoming an important success factor, companies must drive customer satisfaction not only through excellent products but also through customer-centric processes. As many companies face an abundance of action possibilities, fast-changing customer needs, and scarce resources, guidance regarding the customer- centric prioritization of process improvement projects is in high need. As existing approaches predominantly focus on process efficiency, we propose a decision model that accounts for the effects of process improvement on customer centricity in line with justificatory knowledge on value-based process decision-making, project port- folio selection, and the measurement of customer satisfaction. When building the decision model, we adopted the design science paradigm and used multi-criteria decision analysis as well as normative analytical modeling as research methods. We evaluated the model by discussing it with practitioners, by building a software prototype, and by applying it at a German insurance company. Overall, our research extends the prescriptive knowledge on process prioritization and customer process management.
Keywords: Business process management | Business process improvement | Process decision-making | Customer centricity | Project portfolio selection | Kano model
مقاله انگلیسی
9 Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?
آیا کیفیت در جایی که ارزش ادراک شده واسطه و استفاده از رسانه های متوسط است رضایت مشتری را تحریک می کند؟-2020
Customer is considered as the king in the world of business. The issue of customer satisfaction in electronics home appliances has received greater attention from academics and practitioners. In other words, customer satisfaction is a vital consideration in marketing. With the development of technology, new and innovative electronic home appliances are available in the market. Customers purchase and use the costly electronic home appliances where the satisfaction issue is an important concern. In Bangladesh, working families find the electronic home appliance very necessary. Companies offer state-of- the-art appliances for customers household works. Therefore, the study intends to investigate the effect of product quality (PQ), quality of service (SQ) and perceived value on customer satisfaction (CS). In addition, this study also seeks this relationship shaped by customers perceived value (CPV) as a key mechanism and interacted by social media usage. A total of 300 households were selected on a judgmental basis from Dhaka city in Bangladesh using a structured questionnaire. Collected data were CB-SEM (AMOS-v24) and SPSS. The findings showed PQ and SQ have positive effects on CS; SQ affects, but PQ does not affect CPV. CPV has a mixing mediating effect on SQ and CS relationship and PQ and CS relationship. Importantly, the positive impact of PQ, SQ and CPV is greater on customers who exhibit higher social media use. The conceptual framework was buttressed by EDT theory. The study contributed to contextual and theoretical knowledge in regards to home appliances. The practicing managers can collect an insight of customer satisfaction for their business.
Keywords: Customer satisfaction | Social media usage | Customer perceived value | Quality of service | SEM-AMOS | Electronic home appliances | Moderated mediation | Bangladesh | Tourism | Information science | Business | Technology management | Management | Marketing | Consumer attitude | Research and development | Psychology
مقاله انگلیسی
10 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.
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