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The impact of artificial intelligence on the business environment is vast and continues to develop. Ethics and artificial intelligence (AI) in business intersect in many areas, from data protection and transparency of decisions, to fairness and social impact. To use AI responsibly, companies need to adopt sound ethical principles, implement transparency measures, and be prepared to manage the long-term effects on society and the economy. Firms tha adopt integrate AI strategically have a significant competitive advantage, both in terms of efficiency and innovation. However, it is essential that these technologies are implemented responsibly, given the effects on the workforce and the ethics of their use. Companies that integrate ethics into the development and use of AI not only reduce risks, but also protect their reputation and consumer trust, becoming leaders in the sustainable and responsible development of technology. The marketing of the future will be defined by the ability to adapt to rapid changes in the environment. Technology, sustainability, transparency, and ethics, along with a focus on personalized and responsible experiences, will shape marketing strategies. Success in this context will depend on how brands manage to embrace these changes and create lasting relationships with consumers. [ABSTRACT FROM AUTHOR]

Digital Transformation (DT) is considered one of the bases for the creation of new business models and the definition of new strategies in organizations, so, a paradigm shift in the way organizations operate and how they relate to their customers in this digital age. Today it is essential to digitalize the processes inherent to organizations, especially those directly linked to the customer, as they increasingly seek digital means to meet their needs. To do so, organizations must invest, for instance, in the integration of interactive digital channels capable of responding to the needs related to the above-mentioned new strategies. Generally, DT promises to make structural and strategic changes in organizations, where technology plays a key role, becoming the most powerful ally of individuals and organizations. However, in general, DT is not exclusively linked to technology, but to new ways of thinking and acting, so a change in the organizational environment is required. Currently, in the insurance industry, DT is been applied to enforce organizational changes and improvements in different areas of the organization. This paper is research regarding the integration of DT in organizational processes, based on a case-studies related to Insurance Companies (ICs), with the purpose to highlight the main advantages of "cultural renewals" in organizations and the use of technologies, namely the use of dynamic digital channels, capable to meet the needs of customers and organizations. [ABSTRACT FROM AUTHOR]

ALTHOUGH MOBILE BANKING HAS GAINED POPULARITY ALL OVER THE WORLD, BOTH IN RICH AND EMERGING NATIONS, ITS FULL POTENTIAL HAS NOT YET BEEN REALIZED. UNDERSTANDING THE VARIABLES DRIVING ITS UPTAKE AND EFFECTIVENESS IS CRUCIAL GIVEN THE EASE OF 24/7 ACCESS TO FINANCIAL SERVICES AND THE ABILITY TO INVOLVE UNDERSERVED PEOPLE. THE PURPOSE OF THIS STUDY IS TO EVALUATE THE EFFECTIVENESS OF THE MOBILE BANKING SERVICES PROVIDED BY GCB BANK PLC. THE ADANSI SOUTH DISTRICT OF GHANA IS THE SUBJECT OF THIS STUDY BECAUSE IT IS A PROMISING AREA FOR MOBILE BANKING TO CHANGE HOW PEOPLE INTERACT WITH MONEY. DESPITE THE POSSIBILITIES, OBSTACLES INCLUDING UNSTABLE NETWORKS, SECURITY ISSUES, AND LOW CUSTOMER KNOWLEDGE PREVENT BROAD USE. [ABSTRACT FROM AUTHOR]

This research has been conducted to identify and rank factors affecting customer loyalty in public libraries in Iran. This research is applied in terms of purpose and mixed (qualitative-quantitative) for the data type. In the first step, 45 articles on library customers' loyalty were selected and analyzed purposefully using the meta-synthesis method. Then, based on the experts' opinions and the analysis of the research findings, two factors, ten concepts, and 50 codes were identified, and their validity was confirmed using the Kappa-Kaufman test. In the second step, the weight and the ranking of the identified factors were determined by presenting a questionnaire to the experts and using Shannon's entropy method. The statistical population of the research in the quantitative part consisted of 52 specialists in the field of public libraries, who were selected by the purposeful sampling method. Intra-library factors (human resources, service quality, physical space and environment, complaint handling, technical resources and facilities, electronic access, and communication) and external factors (mental image or impression, perceived usefulness, and satisfaction) were identified as factors affecting the loyalty of public library customers. In addition, the results obtained through Shannon's entropy show that human resources, with a weight of 0.13, and mental impression, with a weight of 0.11, are ranked first and second. Moreover, perceived usefulness, technical resources and facilities, physical environment, and satisfaction were ranked third to sixth with a slight difference, with an approximate weight of 0.10. Electronic access, with a weight of 0.9, service quality, with a weight of 0.9. Complaint handling, with a weight of 0.7, and communication, with a weight of 0.6, were ranked seventh to tenth, respectively. The cultivation of customer loyalty in public libraries needs to improve the parameters and factors affecting it, and by prioritizing the most influential factors, customer loyalty will be promoted. The main goal of customer loyalty at public libraries can be achieved by recognizing and reinforcing factors that are essential in the enhancement of customer loyalty, such as growing the specialized, technical, and personal skills of the library staff, improving the social image of the library, providing valuable services for customers, presenting diverse and up-to-date information resources for all groups of society, observing standards in the library design and architecture, providing different electronic resources and types of information, having access to authentic scientific databases, and resolving customer complaints. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this survey is twofold. It explores the changes in banking services provided to bank customers and in the relationship between employees and customers due to the digital transformation, which affects all the procedures. The second is the digital disruption caused to the banking profession due to this digital transformation in banks by the reduced staff working in traditional banks and the need for specialized staff with knowledge of the digital bank and its functions. Methodology: Two primary analyses, one by collecting qualitative data through interviews with bank executives and another by collecting quantitative data through structured questionnaires from bank customers. A primary survey was conducted on 237 banking customers from Greece, Latvia, and the USA. Customers were selected randomly, and information was collected through an interview survey using a structured questionnaire. Principal component analysis (PCA) was conducted to identify the main factors affecting customers’ attitudes toward using digital services and applications in the banking sector. Cluster analysis was performed to classify them into groups with similar behavior, whilst discriminant analysis was conducted to check cluster predictability. Findings: The results indicate that customer relationships have become less personalized and more automated. The majority of the sample considers digital banking services to be accessible while being more convenient and reliable than traditional banking. Most of the sample consider digital banking services to be easy to access and use, while at the same time, they are considered more convenient and reliable than traditional banking. The public shows confidence in digital banking and does not consider it particularly expensive compared to traditional banking services. Research limitations/implications: The sample size is relatively small and may not be adequate to represent the whole population as the sample may simply differ from the population. This preliminary research could not be considered indicative of the generalization of results. The sample of respondents is only from three countries. Enlargement and reopening of the investigation in future years will record executives’ views more accurately to provide safer conclusions. An understanding of the service dimensions and relative importance of the service attributes of digital banking services is of critical importance to banks. Practical implications: The banking institutions should consider the study’s conclusions. Emphasis should be placed on customers’ importance to the security and quality of digital transactions. Important advantages of digital banking services are 24-hour support, better time usage, and simplified procedures. However, most respondents consider their personal contact with banking staff necessary, useful, and efficient. The above conclusions should be studied by policymakers in banking institutions in the sense that customers’ concerns and expectations should be taken seriously in relation to digital banking services. Social implications: Identifying key customer segments enables banks to enhance customer experiences. The fact that many respondents consider the interpersonal relationship with bank employees something generally useful should be a starting point for those in charge of seeking a golden intersection between digital and traditional banking to prevent a breach between the new banking reality and the real needs of their customers. Moreover, this should be an important reminder for the banking industry’s designers of the different approaches for different customer communities. Originality: The originality of the paper derives from the three-level approach as it explores how digital transformation affects banks (new business models), customers (preferred services), and employees (forms of employment). The other dimension of the originality is that it identifies the factors that affect customers’ attitudes towards digital banking nd classifies the customers into groups according to their similar behavior patterns, demographic characteristics, and other factors with a sample from three countries: Greece, Latvia, and the USA. [ABSTRACT FROM AUTHOR]

Copyright of Revista Venezolana de Gerencia (RVG) is the property of Revista de Filosofia-Universidad del Zulia and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

This paper presents research on technologies that can facilitate direct interactions with customers, offering unique and attractive experiences when using artificial intelligence. As per the 2019 survey conducted by BearingPoint, two major categories of developing AI technologies are found to enhance the overall customer experience: (1) technologies that allow direct interaction with customers, and (2) technologies that enable more efficient handling of customer requests and expectations. Regarding the technologies that facilitate direct interactions with customers, there are POS technologies, AI-powered chatbots, digital voice assistants, etc. These technologies transform and enhance the customer experience, thus making shopping more appealing and interesting. The motivation for choosing this topic is that it gives a global, current perspective and arouses interest, curiosity, uncertainty, even fear. The research question is implemented with the help of an empirical investigation among retail representatives and customers to pinpoint if modern technologies that facilitate direct interactions with customers is the solution for achieving higher performance in the retail field, but without being used unethically. The originality of the research consists in investigating the behavior of generation Z towards technologies powered by Artificial Intelligence in the retail sphere, in an emerging market. Considering the direction in which the technologies that facilitate direct interactions with customers is evolving and based on the arguments of specialists, it seems that these will represent an element of distinction and competitive advantage. Companies in the retail sector that will invest in the development of Artificial Intelligence will benefit in the long term. [ABSTRACT FROM AUTHOR]

The COVID-19 pandemic has substantially transformed the individuals' lives, affecting various industries and accelerating digitalization in almost all activity fields. The paper presents the way in which the banking sector has adjusted the financial services features in order to help the community during the health crisis, shaping the main opportunities offered by the new COVID-19 context for the Romanian banking sector. In the same time, the paper aims to analyze the clients' perceptions of the banks' CSR actions during COVID-19 crisis, suggesting the supportive role of the banks and the increased solidarity through digitalization. The customers' expectations were addressed in correlation with a SWOT analysis applied to the most representative credit institutions by total assets. The investigation was based on a semi-structured questionnaire focused on the assessment of the CSR efforts of the banks to overcome the COVID-19 pandemic, correlated with a SPSS analysis. According to the research findings, pandemic has redesigned the Romanian banking sector, being a primary starting point to rewrite the CSR strategies to improve the organizational resilience of banks. The main lines of investigation focused on how banks can cope with complex crisis by highlighting the features of the most resilient banks, expanding the use of digital banking and linking the banks' CSR approach to clients' demand for digital services after the outbreak of the COVID-19 crisis. [ABSTRACT FROM AUTHOR]

Employment discrimination may impede disadvantaged groups' career advancement or, even worse, may hinder the groups' access to desirable jobs. Moreover, discriminatory employment practices result in a huge loss of revenue to prejudiced firms. Due to the disastrous impacts of employment discrimination on the economic climate, we seek to measure taste-based employment discrimination between women and men in the Dominican Republic, Egypt, Hungary, Peru, UK, and Uruguay. To fulfill the aim, we estimate two regression models for the female and male workforce and then analyze differences between the coefficients of the explanatory variables in the models to examine the existence of taste-based employment discrimination caused by the tastes of customers and co-workers, and employers. Results indicate that the long-run taste-based employment discrimination between women and men has existed in the countries. In addition to taste-based discrimination, if employers select their workforce on the basis of productivity, the results demonstrate that statistical discrimination can occur in the countries. [ABSTRACT FROM AUTHOR]

This study is a framework analysis of the banking sector and the impact of information and communication technology (ICT), using digitalization and innovation, internet use as an ICT policy variable and its possible correlation on its effect on the customers in the financial development sector. This study aims to stimulate the prominence of the digitalization and innovation of the banking sector in terms of its process for economic and financial development. The operations and processes of ICT increase the speed and accuracy of electronic activities in a society and contributes to cost reduction, which subsequently helps increase the productivity of the banking sector. The study is motivated by the fact that most industries and especially financial institutions rely on gathering, processing, analyzing, and providing information in order to meet the needs of customers. [ABSTRACT FROM AUTHOR]

Banking operations plays significant role in the economic development of a country. It provides finance for all business activities and also fulfill the each and every persons needs. The development of economy is based on the efficiency of the banking system. The banking activity mainly connected with customer opportunities in a growing economy. The Government policy is important for economics and focused by the banking sector is financial inclusions, easy access of finance and services. The customers in the banking services are free to select their banks in search for best service and products. Hence, it is important to keep the customers satisfied and meet the expectation before time bankers are keeping changing their strategies for success their services in new age economy. Based on above view this study aims to analyse the customer satisfaction and problems towards banking services offered by Public Sector Banks in Villupuram District. [ABSTRACT FROM AUTHOR]

The purpose of this study was to investigate food waste reduction strategies at the consumption stage in restaurants and addresses United Nations Sustainable Development Goal (SDG) 12.3. Interviews with Thai restaurant managers found that managers attributed much of the problem to business competitiveness and cultural traditions of Thai diners which included being wasteful and holding beliefs about food abundance. A 2 ×2 between subjects' field experiment was then conducted with 178 diners at a casual-dining restaurant. The two intervention treatments were based on symbolic consumption and communication message theories. The cultural norm of presenting gourmet carved vegetables for the side dish had a strong effect on actual plate waste (measured in grams). In contrast, a specific zero waste sustainability message had a moderate effect on plate waste. The findings have implications for the casual-dining restaurant sector worldwide, together with industry associations, event planners, hotel managers and university educators. • The preparation and serving of gourmet style food carvings is a global phenomenon built upon cultural traditions in Asian countries. • Restauranteurs in Thailand continue to prepare gourmet style food carvings for diners, based on the belief that such presentation is more attractive to diners. • Gourmet food carving of vegetables served in a set meal format produces substantially more waste than uncarved vegetables. • A specific sustainability message can reduce plate more than a general sustainability message. • Contrary to restauranteur beliefs, gourmet food carving in a set meal format is perceived by diners to be less attractive than uncarved foods. [ABSTRACT FROM AUTHOR]

Copyright of Cultura, Ciencia y Deporte is the property of Cultura, Ciencia y Deporte and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The objective of the research is from the results of the research on the factors affecting the decision to choose coffee shops of customers in Ho Chi Minh city. Research methods include qualitative research and quantitative research. In the analysis of the quantitative research performed descriptive statistics, verifing the scale, analyzing EFA factor, analyzing the multivariate regression and verifing the difference between demographic characteristics groups of. The number of samples selected for the survey was n = 265 with observed variables through practical research, then the survey results were processed and analyzed to give statistically significant results, based on verifing statistical hypotheses about the research model constructed. The results showed that all of the initial predictions were in line with reality, in 6 factors that have been used before. As this research result, the proposed some implications for managers to help enhance the decision to choose Coffee shops of customers in Ho Chi Minh City. [ABSTRACT FROM AUTHOR]

Building good customer relationships does not only mean developing a good product, attractive and affordable prices for consumers and accessibility to target consumers. Companies must communicate with their customers. The concept of integrated marketing communication is a system through which companies align their marketing communications and leads to finding original and best ways to communicate with customers The purpose of the study is to show the importance of integrated marketing communication for building customer relationships as a factor that contributes to loyal customers, successful operation of companies and their survival in an increasingly competitive market environment. In the study, survey method was adapted and the data were collected via a survey conducted in randomly selected 50 companies in Kosovo. The results showed that majority of the participating companies used integrated marketing communication channels when promoting their products and services. In addition, they developed new strategies according to the consumer feedback from the promotional message in order to change it (if necessary) for achieving the best business results. This way of working allowed them to increase the sales of their products and services, to increase the positive financial result, to gain loyal customers and to survive in the market for a long time. [ABSTRACT FROM AUTHOR]

Digitalization and digital applications play important roles in the business activities and business models of enterprises. This paper investigates the impact of digitalization on customer value creation in small and medium enterprises in Vietnam. A quantitative study was conducted with a sample of 202 small and medium enterprises in Vietnam. SPSS version 28 was used to examine whether there was a relationship between digitalization and customer value creation. The study shows that factors such as connectivity, customer management and information, business models, technology and processes, and the use of online solutions have a positive impact on creating value for customers in small and medium enterprises in Vietnam. Based on the results, suggestions for top management of small and medium enterprises to improve customer value creation are provided. [ABSTRACT FROM AUTHOR]

Knowledge management is now considered as one of the pressing challenges in economic development related to the world of industry, studies in services and information. The adoption and implementation of knowledge management may be considered as a breakthrough factor for companies willing to integrate it in the knowledge-based economy. In service industry, knowledge management enables organizations to make in more intelligent decisions as they render services to the public. Nowadays, the foundation of new economics has shifted from natural resources to intellectual assets and top manager in service industry might be forced to focus on knowledge management which have been acknowledged as the most important resources and capability of modern firms' achievement. Companies within this industry perform tasks that are useful to their customers. The purpose of this paper is to examine the application of information and knowledge management in the service industry. The paper discusses the concept of knowledge management as regards to service industry as well as service industry, which involves the provision of services to businesses as well as final consumers. There are three (3) main areas of knowledge management which are discussed in this paper, and they are - accumulating knowledge, storing knowledge and sharing knowledge. Importance, advantages and disadvantages of knowledge management in service industry is equally discussed, including knowledge management best practices in service industry. The paper concludes that in applying knowledge management in service industry, the key is making sure that people, particularly in top management, understand the advantages of knowledge management and what makes it useful. [ABSTRACT FROM AUTHOR]

It has been argued that cultural products (e.g., novels or movies) can be used to develop foresight or prototypes. The rationale is that cultural products not only reflect changes in the business environment but also contribute to these changes by diffusion. Therefore, cultural products are arguably valuable. However, compared to other design thinking tools such as ethnographic research, interviews or focus groups, cultural products are less prevalent. This article, which is based on an empirical study of 302 design thinkers from 2018, explores the extent to which cultural products are used in design thinking projects. Despite a lower prevalence than other design thinking tools, we find support that cultural products are positively related to the success of design thinking projects. We conclude that although cultural products are used less than other approaches, they have a significant impact. We therefore emphasize the future potential of using cultural products in design thinking. [ABSTRACT FROM AUTHOR]

Background:The Indian healthcare industry is one of the biggest and fastest developing sectors of world. Healthcare can form a huge part of nation's economy by consuming over 10% of GDP of various developed countries. Indian pharmaceutical and healthcare industry was addressed to add manpower over the last few years; this was the time when mostly players were busy in restructuring their operations and optimizing their costs. Overallhospitalposttreatmentalsoaverage and 50%oftherespondents'onlyinterestedtotheoffer. Withinthe3monthsoftime(87%)morepeoplegoingfortreatment. MostofthepeoplechoosinghospitalbecauseofServicesandnominalcharge but People giving more weightage for specialist or experienced Doctors, acceptance of insurance, preventingcommunicablediseases, Properdiagnosisofproblemandreducedwaiting time. Objectives: Primaryobjective: ▪ Toanalysisthepublicawarenessofhospitalsat Avadicircle, TamilNadu. Secondaryobjectives: ▪ TostudytheSatisfactionlevelofcustomerstowardsthefacilitiesprovided. ▪ Tostudythevariousfactorswhichinfluencingcustomerstowardshospital. Methods:Researchmethodologyisasystemofmodels, proceduresandtechniques used to find the result of a research problem. Research is a systematic process of collecting and analyzing information or data in order to increase our understanding of thephenomenonaboutwhichweareconcernedorinterested. Researchisanendeavortodiscoveranswerstologi calandpracticalproblemthroughtheapplicationofscientificmethod. It is a systemized effort to gain knowledge. Results:Majority of respondents were (36%)visited in a month before, 21% of respondentswerevisited to the hospital treatment in aweek before, 21% of respondentswerevisited in 3 months before, 12% of respondents werevisited in 6 months before and10%ofrespondentswerevisitedinayearbefore. Majority of respondent were (32%) aware of KC hospital, 24% of respondents wereaware of Sri Sudharshanam hospital, 22% of respondents were aware of Meenakshihospital, 11% of respondents were aware of Avadi hospital, 10% of respondents wereawareofESIhospital, 1% of respondentswereawareofclinic. Conclusions: Morethan96%ofpeopleknowing the hospitalsthrough an advertisements, friendsandrelatives. PublicawarenessonallnearbyHospitalconcernsaverageonly. Overallhospitalposttreatmentalsoaverage and 50%oftherespondents'onlyinterestedtotheoffer. Withinthe3monthsoftime(87%)morepeoplegoingfortreatment. MostofthepeoplechoosinghospitalbecauseofServicesandnominalcharge but People giving more weightage for specialist or experienced Doctors, acceptance of insurance, preventingcommunicablediseases, Properdiagnosisofproblemandreducedwaiting time. [ABSTRACT FROM AUTHOR]

The Indian Telecom Sector has developed tremendously and has turned into the second biggest after China.Telecom Sector has remarkablegrowth in India because large proportion of population does not have wireless connections. Organization, which offers better benefits in terms of quality, price, bringsfrequentadvancement intechnologyattracted more customers in market, which will make the brand more popular, and help to find and retain more customers. Study was conducted in Delhi;the main purpose of this research paper is to study the telecommunications marketing strategy. India is currently the largest telecommunications exhibitor. Marketing strategies are important for development and profitability of organizations as there is fierce battle for subscriber service providers. [ABSTRACT FROM AUTHOR]

This paper examined long-term relationship building and customer switching behavior among mobile telecommunication operators in Nigeria. The population of this study includes all mobile telecommunication company and their subscribers in Edo State, Nigeria. The samples for this study were drawn from Mobile Network Service Providers and their subscribers. For service providers, three (3) out of the nine (9) mobile network operators were selected (Nigeria Communication Commission NCC, 2020). Morgan and Krejcie's (1970) sampling methods were implemented to choose a sample of 322 mobile telecom subscribers Godden (2004). The paper employed regression analysis to analyze and test the hypothesis formulated. The result showed that long-term relationship building (Two-way Communication, Customer retention Strategy, Customer Loyalty, and Relational Bond) had a positive statistically significant relationship with customer switching behavior among mobile telecommunication operators (Network service providers) at p>0.05. The research recommends among others that players of the mobile telecommunication Industry (mobile network service providers) should embrace the application of long-term relationship-building to achieve, sustain and retain customers' usage of their products, this will enable them to compete better with other players in the industry. Also, they should engage in relational bonding aimed at creating attachment with the customer leading to customer retention and subsequently profitability. [ABSTRACT FROM AUTHOR]

Background: The distribution of bulk fuel products to customers is one of the key activities in the downstream petroleum supply chain. For this activity to be effected successfully, three groups of supply chain participants, drivers, supervisors and customers, play key roles. Truck drivers are responsible for conveying the final product to the customer, whilst supervisors ensure that trucks are dispatched on time, driver performance is monitored and performance feedback is properly communicated to drivers. Customers, who purchase the final products, are the foundation of business success. Business success is only possible by meeting or exceeding customer expectations, and it is therefore imperative that the performance of employees is measured and monitored regularly. Objectives: This study was undertaken to determine the impact of measuring driver performance on the bulk fuel supply chain and on customer service. Method: A quantitative research methodology was conducted using structured questionnaires which were disseminated before and after the key performance indicators were implemented to three target groups. Results: The study found that the performance of drivers improved because of the performance feedback they received from supervisors who were perceived to have improved in their performance through the effective utilisation of key performance indicators, and as a result, this increased customer service levels. Conclusion: Whilst the research was limited to a single petroleum company, the results can provide management with guidance and insight on how to improve performance of employees through the use of key performance indicators, with a goal of providing excellent customer service. [ABSTRACT FROM AUTHOR]

The starting point of this paper represents the current problem within Supply Chain department: the stock of obsolete parts that leads to a great loss of profit and increase costs, in an automotive company. The process of replacing obsolete references takes about 60 days, and many of the customers orders remain in past due. This article includes a thorough analysis of the obsolete parts movement and the process of replacing old references. Input data were centralized and compared using graphics, targets have been set and performance indicators for measurement. Six Sigma improvement method was applied. The purpose of this paper is to redefine the process of replacing obsolete parts (named supersession) in order to satisfy the delivery time of the orders to the customers. Following the results, ideas for improvement were searched and a plan was proposed. [ABSTRACT FROM AUTHOR]

When certain kinds of financial behavior lead to unintended consequences, organizations are engaging in behavior that is myopic. The negative outcomes from financially myopic behavior are often subtle, thereby failing to capture the interest or attention of executives and others who study risk management. This analysis, which is supported by primary data, well-supported theory, and industry examples, explains how financially myopic behavior increases corporate risk. Specifically, the analysis defines financial myopia as a concept and identifies a set of undesirable outcomes that may result when practicing myopic behavior. Each of these outcomes has the potential to increase corporate risk [ABSTRACT FROM AUTHOR]

Global competition, rapid market changes and the need for more and faster innovations lead to a new risk situation for manufacturing companies. As dynamics increase due to the Digital Transformation, the reliability of success forecasts decreases and many of the product design innovations launched on the market fail. Manufacturing companies, which design products down to the last detail and then develop them over a long period of time and with high investments are highly likely to find that their product will not be accepted on the market. To reduce this risk, agile processes and iterative product design is useful. This approach is based on multiple, iterative tests with customers and the possibility of implementing the knowledge gained. It is important to constantly check, whether the products meet the demand of the market and to design the product in such a variable way, that changes can be taken up immediately and learning effects can be implemented. The Lean-Startup approach is based on these principles. It has been established as a way of thinking for startups and young High-Tech companies who want to optimize their initial market approach through iterative testing of prototypes and continuous improvement through learning. However, the Lean-Startup approach is also suitable for larger companies, which want to make their product development more agile and flexible. This enables companies to react more flexibel to external influences, such as market competition, technologies and politics and to integrate customer needs are more effectively into the product design process. This constant monitoring of the product market fit reduces the risk of developing past the market. This paper introduces an approach for migrating the Lean-Startup approach to large manufacturing companies. [ABSTRACT FROM AUTHOR]

Copyright of Societes Contemporaines is the property of Fondation Nationale des Sciences Politiques and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Supply chain networks can be instrumental in transmitting sustainability levels among connected nodes, particularly from customers to suppliers. In this context, we introduce a third type of node, the focal node which is a constituent of a large index and functions dually as both customer and supplier. Further, it is characterized by its centrality, large size, and high visibility within the network. By regression analysis, we show that the ESG scores of these focal nodes exert a positive influence on both their suppliers and customers, highlighting their role in promoting sustainability across the entire network. • In addition to customer and supplier nodes, we introduce the focal node in supply-chain networks. • Focal nodes are central to the network, have large size and visibility within the network. • The ESG scores of focal nodes can have a positive impact on both suppliers and customers. • This research highlights the importance of focal nodes in promoting sustainability across the entire network, both upstream and downstream. [ABSTRACT FROM AUTHOR]

This research, using in-depth qualitative interviews, aimed to disentangle the meanings of service interactions perceived by both employees with disabilities (EWDs), and their customers, based on their own experiences. The interviews were conducted with a total of twenty participants including ten EWDs and ten customers from foodservice organizations (e.g., restaurants and cafés) in Vietnam. The findings of the thematic analysis revealed that EWDs perceived service interactions with customers as opportunities to provide services characterized by 'total attentiveness', 'impressing customers', and 'social connection', while their customers perceived the interactions as both opportunities for 'genuine hospitality', and 'contributions to social change'. The implications of the findings are important for hospitality researchers and practitioners alike. • This study explored the meaning of service interactions between employees with disabilities (EWDs) and their customers, from the perspectives of both key actors. • In-depth qualitative interviews were employed, using a total of 20 participants drawn from restaurants and cafés in Vietnam, including EWDs with service roles (N = 10), and their customers (N = 10). • EWDs perceived service interactions with customers as opportunities to provide services characterized by 'total attentiveness', 'impressing customers', and 'social connection'. • Customers perceived service interactions with EWDs as opportunities for 'genuine hospitality' and a 'contribution to social change'. [ABSTRACT FROM AUTHOR]

The importance of commerce is becoming higher nowadays, in the context of a consumer society. The role of employees is thus essential in providing the best products and services to customers. The present paper tries to highlight the situation of supermarket staff in the city of Resita. Thus, the first part of the paper presents a theoretical background and a review of literature in the field, while the second part consists in a study carried out with the purpose of researching the attitude of customers on the behaviour of the sales staff. [ABSTRACT FROM AUTHOR]

This study examined the flirtation phenomenon in hospitality services, particularly whether flirting displays comprise an expression of emotional labor or a manifestation of commercial friendship. The study explored two samples. Forty structured in-depth interviews were conducted, 20 with hospitality employees and 20 with customers, eliciting their respective views of flirting during bar interactions. Findings suggest that flirting derives from mixed motives aimed at establishing a special atmosphere. Unlike emotional labor, flirting requires a prior acquaintance with the customer. Managers indirectly encourage hospitality employees to flirt to maintain an appropriate customer feeling. Customers saw flirting as a kind of game employees ‘play’ to increase profits. Flirting comprises an element of hospitality employees’ informal protocol, irrespective of the customer’s message. Customers perceived flirting as a blatant violation of the normative commercial friendship. Benefits and costs of flirting to both employee and customer are discussed. Practical implications are offered. [ABSTRACT FROM AUTHOR]

The modern market puts new demands on companies in terms of customer segmentation and relations with them. Companies facing the pressure of globalisation must adopt new views in the domain of adaptation of all functions in the company, which have a trend of integration, including the function of marketing and that of accounting. One of the results of the integration of company functions is, among others, the concept of customer profitability management. The subject of this paper is analysis of the profitability management tools of domestic companies operating on the textile market of Bosnia and Herzegovina. The aim of the paper is to point out the necessity of applying customer profitability management tools as one of the ways that companies adapt better to changes that occur on the textile market of Bosnia and Herzegovina. The methods used in this paper are analysis, synthesis, and generalisation in the part related to the literature review. Statistical methods are used for analysis of data collected on the basis of research conducted on a simple random sample of domestic companies operating on the textile market of Bosnia and Herzegovina. [ABSTRACT FROM AUTHOR]

This research aims at investigating and modeling the role of brand community on brand characteristics by mediation of brand attachment in domestic and foreign sport wear. This is an applied research which is nonexperimental in terms of the possibility for controlling variables and is a descriptive-correlational research. The studied statistical community in this research includes Iranian and foreign customers of sport brands (two Iranian brands of Daei and Majid and two international brands of Adidas and Lening) in the sport shops of Shiraz city and the statistical sample was randomly selected. Measurement tool was a 29-question questionnaire of 6-point Likert Scale which was used after confirmation of its formal and content validity by faculties and its internal reliability by Cronbach's alpha test. Factor analysis and test equation modeling were used in statistical methods. The findings showed appropriate fitting indexes which confirm the model. Therefore, it can be said that brand community is directly and prominently affecting the increase of identification and determination of brand identity and brand attachment, and affects the increase of communitybrand commitment community by mediation of brand attachment. But with regard to the effect of brand commitment community on the variable of brand attachment and indirectly their high influence on increasing brand commitment and also the effect of identification and determination of brand identity and identity of brand community on brand commitment community, it can be inferred that brand identity has direct influence on brand commitment community and on brand commitment via brand attachment. [ABSTRACT FROM AUTHOR]

This research study explores leadership and examines leadership as one of the distinguishing operative factor of total quality management in publicsector universities of Pakistan. Population of the research study comprised of all the Public universities located in the Pakistan. Total 245 respondents as described in self-developed questionnaire (Vice Chancellor, Deans, Registrars, Teachers and the students) provided abundant responses about the distinguishing operative factor leadership. By investigating leadership as distinguishing operative total quality management factor in public sector universities of Pakistan. This research shed lights on total quality management and exposed that without effective leadership quality culture cannot be flourished in the universities. Findings revealed that the effect of universities on total quality management operative factor leadership score is significant. Most of the respondents perceived that innovative, effective and bold leadership qualities needed for appropriate application of total quality management theories in universities. [ABSTRACT FROM AUTHOR]

This special issue includes 27 customer experience (CX) trade tales as told in the words of real shoppers and customers. Some tales are of dilemmas and cognitive dissonance, whilst others share their elation at receiving the value, satisfaction, and respect they felt they deserved. When reading these accounts, you are likely to agree that there is much more to consumers' everyday buying decisions and experiences than what meets the eye of the customer care officer, the representative or business owner (collectively called marketers here) at first glance. The emotive language and illustrative narratives emphasize the affective, intellectual, emotional, and social impact of good and bad responses by organizations to interactions with customers. You will quickly notice how positivelyinclined customers can turn from highly impressed, excited and actively engaged clients, to negatively valanced antagonists, defending their point of view, or (in sharp contrast) respond to a sales interaction with passive aggressive behaviour. Surface to deep assessment follow each trade tale. Many of the tales are useful materials for creating emotional and insightful learning dramas for improving empathy and communication skills of those among us who interact with customers. [ABSTRACT FROM AUTHOR]

This study investigates how the absorptive capacity of scientific spin-offs affects the benefits and challenges of customer involvement in the development of radical innovations. We conducted 36 interviews in 3 spin-offs over 4 years to collect data regarding customer involvement in the development of radical innovations. The findings show the importance of spin-offs developing both potential and realized absorptive capacities to internalize customer knowledge and technology emergence awareness and to simultaneously offset customers' lack of technical knowledge in formulating their needs. Both market and technical knowledge appeared to be important for spin-offs, and these were available from both customers and the parent research center. The findings' main implication is spin-offs need a blending capability to balance between (1) market and technical knowledge, (2) market-pull and technology-push approaches, (3) the involvement of customers and parent research centers, and (4) potential and realized absorptive capacities. This study contributes a conceptual framework on the blending capability of customer involvement in the development of radical innovations and a set of propositions for future research. [ABSTRACT FROM AUTHOR]

The purpose of this study was to determine the influence of social media on customers' experiences in restaurants in South Africa. Using the Nelson Mandela Metropolitan Municipality as a case study area, structured survey questionnaires were distributed at selected formal full-service restaurants to customers. The data analysis consisted of the experiences of respondents with different social media types and t-tests. The results indicated that on a 5 point Likert scale, customers who used Instagram in the 35 to 44 year age group recorded the highest mean experience score (4.69) whilst custom- ers who used Instagram who were above 65 years of age recorded the lowest mean experience score (3.78). Customers who used Facebook and Instagram rated experiences of food and beverage, service, ambience levels and overall experiences significantly different (p<0.05). Customers who used You Tube rated experiences of service quality significantly different (p<0.05). There were no significant differences (p<0.05) in the means calculated for customers who used Twitter, Trip advisor and other social media types. Consequently, restaurant customer experiences for food and beverage, service and ambience were influenced by Facebook and Instagram. The study concludes that, while social media usage continues to grow in South Africa, restaurateurs should market restaurants on any social media type but put more emphasis on Facebook, Instagram and You Tube because these social media types currently play a substantial role in influencing customers' experiences. [ABSTRACT FROM AUTHOR]

This paper considers a real life case study that determines the minimum number of sellers required to attend a set of customers located in a certain region taking into account the weekly schedule plan of the visits, as well as the optimal route. The problem is formulated as a combination of assignment, scheduling and routing problems. In the new formulation, case studies of small size subset of customers of the above type can be solved optimally. However, this subset of customers is not representative within the business plan of the company. To overcome this limitation, the problem is divided into three phases. A greedy algorithm is used in Phase I in order to identify a set of cost-effective feasible clusters of customers assigned to a seller. Phase II and III are then used to solve the problem of a weekly program for visiting the customers as well as to determine the route plan using MILP formulation. Several real life instances of different sizes have been solved demonstrating the efficiency of the proposed approach. [ABSTRACT FROM AUTHOR]

In the phosphates mines, the modes of extraction and treatment used were adapted to protect the quality of the various phosphate levels, avoid the deterioration of the extracted qualities, separate the rejections as soon as possible in the production line and use the most adapted techniques for the phosphate beneficiation within the framework of sustainable development To improve the quality of products, we developed new wash and flotation processes of sedimentary phosphates with carbonate or silico-carbonate gangue. Their enrichment knows a big development and arouses a particular interest, which is motivated by the increasing product's demand and by the need to handle the enrichment of phosphate levels that cannot be done by the conventional treatment processes. The use of these processes in an industrial scale and its integration in the installations and the factories realized within the framework of the OCP industrial program allowed to rationalize the phosphate deposits exploitation and to increase their durations, to value all the phosphate series layer, to improve the productivity, to extend the deposits life expectancy in exploitation, to produce marketable and diverted qualities of phosphate and to ensure the integration of the various phosphate deposits layers exploitation in the OCP strategic development project based on the sustainable development. The valorization of phosphates, during all the value chain follow an integrated industrial process since the extraction of the rock, beneficiation, and transportation with the pipeline until the industrial Valorization. The results obtained on the industrial scale are conclusive viable and confirmed the results obtained in laboratories and pilots scale; Using these new processes lead to: • Very low grade beneficiation • Improvement of phosphate recovery • Production of high quality phosphate • Experience is capitalized and integrated in the OCP industrial Development program under the sustainable development framework. Development and mastery of the new processes has enabled the OCP to satisfy Customers’ requirements in quality, cost and delay in the best conditions and Sustainable Development way [ABSTRACT FROM AUTHOR]

The present study describes the mechanisms and the commercial tools of the Republic of Moldova regarding the furniture sales volume, with a special emphasis on the requirements of trade with the European Union countries. We also present a statistical analysis on the furniture export and import in the Republic of Moldova. The key market players presented are: "Viitorul" Furniture Factory, "Stejaur", and ICAM. [ABSTRACT FROM AUTHOR]

The provision of the quality services within freight transport is currently the most important element which leads to company success. There are different criteria which influence the quality of the services in the freight transport, for instance, a price, speed, safety or timing of the delivery. These criteria make it possible for customers to decide which means of the transport (road, railway, maritime transport, etc.) they will prefer. This article deals with the characteristics of the multi-criteria decision-making methods which facilitate to perform the evaluation of the freight transport quality. The article describes the interpretation of the utilization of the particular methods used for freight transport quality evaluation. The interpretation is based on the performed analysis of the individual decision-making methods and the methods of the criteria weight setting. The research results of the quality evaluation of the freight transport made by the carriers with the use of Saaty's method are presented in this article. [ABSTRACT FROM AUTHOR]