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Organising an event is a process that integrates agents from various tourism sectors such as restaurants, hotels, travel agencies and transportation companies; and as in any organisation, it requires an adequate management of its human resources. Organisational behavior defines the way in which people act in the organisation and the impacts it generates; the key to a company's success is to generate a solid organisational culture that allows a positive organisational behavior within the company and that achieves that the collaborators provide greater productivity and profitability to the company. The purpose of this research is to determine the relationship between organisational behaviour and job satisfaction in a company that organises events in Lima, capital of Peru. The research has a correlational, cross-sectional and non-experimental design; the sample consisted of 20 employees, the type of sampling was census and the technique used was the survey. The data was processed and analysed by the SPSS program, using descriptive and inferential statistics. The results show that 55% of the collaborators indicate that there is a good organisational climate in the company, which is reflected in the behaviour of the workers; also, 50% have a high level of job satisfaction in the organisation where they work. A correlation level of 0.976 and sig = 0.00 < 0.05 were obtained as a result, showing the correlation between the variables. It is concluded that organisational behaviour maintains a direct and significant relationship with job satisfaction in the study group. [ABSTRACT FROM AUTHOR]

Purpose: The main objective of this research was to develop an index to assess the perceived value of tourism services at the level of customer satisfaction by applying it in the context of health and wellness tourism. Methodology: Using exploratory factorial analysis (EFA), the model’s constructs were identified, and the satisfaction index of thermal customers was estimated. This method was applied to a set of data collected through a questionnaire distributed to users from thermal spa of Chaves, Portugal, through probabilistic sampling. A total of 107 participants were obtained, with a response ratio of 53.5%. Results: Participants expressed a high level of satisfaction due to the perceived quality of various services offered, including the infrastructure and technical team. The satisfaction index of the technical team is higher than that of the infrastructures and services provided, representing the highest contribution rate to the global model.Limitations: As limitations, other variables that influence customer satisfaction could have been included, such as prices, emotional components, and corporate social responsibility. Furthermore, only customer satisfaction in a particular thermal establishment was analysed. Future academics studies can compare the model with other establishments and/or contexts, identifying critical points and strategies to continuously improve customer satisfaction. Practical implications: By establishing a thermal customer satisfaction index, tourism authorities and the different economic agents can obtain objective information on the results of thermal services. Tourism managers can thus set goals for improvement, competitiveness, and loyalty. Originality: This study's unique contribution lies in how thermal customer satisfaction index or indicators are easily measured by applying EFA. A new approach is used to measure satisfaction based on a scale from 0 to 100%. The index results are very useful for making decisions on resource allocation and comparing different thermal establishments compared to traditional techniques. [ABSTRACT FROM AUTHOR]

Purpose: In a dynamic and competitive environment such as the automotive sector, where legal compliance, customer satisfaction, and innovation are crucial, Vehicle Technical Inspection Centers (VTIC) play a fundamental role in maintaining vehicle integrity and safety. JAVR Lda., an established company in Paredes and Viana do Castelo, faces challenges in standing out in the market, ensuring regulatory compliance, and simultaneously providing superior customer experience. This work aimed to develop a marketing plan that allows JAVR to improve its market position, increase customer satisfaction and retention, and expand its customer base. Methodology: The methodological approach adopted for this study was of qualitative nature, involving structured interviews with relevant stakeholders in the context of VTIC. The choice of structured interviews was due to the need to gain an in-depth understanding of the perceptions, attitudes, and behaviors of the company's customers and employees. Ten individuals with significant roles in marketing, customer service, and operations within the vehicle inspection segment were interviewed. In addition to the interviews, a SWOT analysis was conducted to identify the strengths, weaknesses, opportunities, and threats faced by JAVR. This analysis was complemented by market research and customer feedback, providing a comprehensive and detailed view of the company's internal and external environment. Results: The analysis revealed that service quality is a critical factor for customer satisfaction. JAVR should continuously invest in the training of its employees to ensure they are up to date with the best practices and technologies available in the sector. Continuous training is essential to maintain operational efficiency and ensure that customers receive high-quality service. The company should create a continuous training plan that includes regular update courses, workshops, and specific training on new technologies and regulations in the vehicle inspection sector. Additionally, encouraging participation in conferences and seminars can keep the management team informed about market trends and best practices. On the other hand, effective communication is another fundamental pillar identified in the research. Clear and transparent communication with customers positively influences customer perception and the company's competitiveness. JAVR should adopt communication strategies that highlight its strengths and competitive differentiators. Implementing an integrated communication strategy using traditional and digital channels can significantly improve the company's visibility and image. This includes the use of social media, newsletters, email marketing campaigns, and an updated website with clear and useful information for customers. The company should also consider creating a blog with relevant content that can educate customers about the importance of regular inspections and other related topics. The implementation of Customer Relationship Management (CRM) practices and investment in technology emerged as critical elements for JAVR's success. An effective CRM system will allow the company to better manage customer interactions, personalize service, and identify opportunities for continuous improvement. Additionally, investment in technology such as information management systems and advanced diagnostic tools can significantly improve inspection processes' efficiency and customer experience. The company should select a CRM platform that is easy to integrate with existing systems and offers features such as contact management, marketing automation, data analysis, and detailed reporting. The use of advanced technology in inspection centers, such as state-of-the-art diagnostic scanners, will increase inspection accuracy and speed, providing a competitive advantage in the market. Limitations: The main limitations of the research include the sample limited to ten interviews, which may not represent the entirety of the perceptions and behaviors of JAVR stakeholders. Furthermore, the research was conducted during a specific period, which may not reflect future changes in the market or consumer behavior. Originality: This work provides an original contribution by proposing innovative strategies that go beyond regulatory compliance, focusing on customer experience and technological innovation. The developed marketing plan will not only benefit JAVR but can also serve as a model for other companies in the sector. [ABSTRACT FROM AUTHOR]

This study aims to determine the legal protection of customer personal data in internet banking services and what customers can take legal remedies if their data is not protected. Customer data in this service needs to be considered because it involves a person's privacy data and must be provided to the Bank to carry out transactions. The research method used is normative legal research by examining legal principles and systematic law with qualitative data followed by a conceptual approach and legislation. The result of this research is that there are two forms of the legal protection of customer data in internet banking services, namely preventive legal protection with a self-regulation approach from the internal legal rules of bank administrators and a government regulation approach in Law Number 10 of 1998 concerning Banking and Law Number 8 of 1999 concerning Consumer Protection. Second, repressive legal protection is the responsibility of the Bank in the form of handling customer complaints to compensation for losses to customers as regulated in Bank Regulation No. 10/10/PBI/2008 concerning Settlement of Customer Complaints, Bank Indonesia Regulation No. 10/1/PBI/2008 concerning Banking Mediation, and Law Number 19 of 2016 concerning Electronic Information and Transactions has regulated the protection of personal data of customers who use Internet Banking. Efforts that customers can make if personal data in internet banking services are not protected can make customer complaints and mediation. If there is no agreement, the customer can take legal remedies consisting of civil legal remedies, criminal legal remedies, and administrative, legal remedies. [ABSTRACT FROM AUTHOR]

The high use of the internet has a significant effect on human activity and one of the most affected is online sales via the internet. Many conveniences result from e-commerce both for sellers and for buyers. However, in e-commerce transactions, the customer's position is weak in the sense that customers cannot monitor their transactions transparently so that e-commerce transactions harm customers, such as the goods sent by the seller do not match what was ordered, the seller cancels the transaction unilaterally and so on. Meanwhile, blockchain technology offers a high level of transparency and security based on peer to peer transactions, so blockchain technology can protect customers in ecommerce transactions. The purpose of this research is to protect customers in e-commerce transactions using blockchain technology. The research method uses a qualitative approach through literature review and observation of e-commerce transactions and identification of problems and solutions using blockchain technology. [ABSTRACT FROM AUTHOR]

The high use of the internet has a significant effect on human activity and one of the most affected is online sales via the internet. Many conveniences result from e-commerce both for sellers and for buyers. However, in e-commerce transactions, the customer's position is weak in the sense that customers cannot monitor their transactions transparently so that e-commerce transactions harm customers, such as the goods sent by the seller do not match what was ordered, the seller cancels the transaction unilaterally and so on. Meanwhile, blockchain technology offers a high level of transparency and security based on peer to peer transactions, so blockchain technology can protect customers in ecommerce transactions. The purpose of this research is to protect customers in e-commerce transactions using blockchain technology. The research method uses a qualitative approach through literature review and observation of e-commerce transactions and identification of problems and solutions using blockchain technology. [ABSTRACT FROM AUTHOR]

In earlier work, ASEM has identified 5 customers: employers, engineering manager practitioners, researchers/academicians, universities, and engineering management (EM) students. Recent membership trends show growth in student members, academic partners, and graduate program certifications. New products are being released, developed, or explored, in an effort to increase EM practitioner customer value. However, professional memberships (combined practitioners and researchers/academicians) have been in modest but concerning decline for the last few years. While international growth appears to be consistent, U.S. based memberships are slowly declining. This reality is a recognized threat to ASEM's sustainability. How can ASEM expand professional membership levels for the longterm viability of the Society? This paper/presentation proffers a thought piece that explores and proposes a preliminary look at an organizational structure redesign to expand ASEM's appeal. This paper does not purport to be a research work and reflects a desire to provoke strategic thinking regarding ASEM's future. This paper reviews ASEM structure and its current state and provides a non-comprehensive review of literature related to structures of non-profit organizations. Recommendations to Rebrand & Expand, Reorganize & Regrow, Reboot & Rebirth, and Renew & Rebuild are provided but do not represent fully developed, data driven and comprehensive plans for implementation. The authors offer the paper as a thought generator. Please forward thoughts and comments to the lead author. [ABSTRACT FROM AUTHOR]

One of the renowned industries which provides services to the community is the delivery courier services – these are businesses which facilitate the transport and delivery of documents and packages. Along with the expansion of Ecommerce, the demand for delivery courier services has also increased. Primarily, during the pandemic where community restrictions are imposed, these services are observed to have surge in demands because of the emergence of online purchasing. Delivery services have been convenient and necessary for businesses and individuals hence the said industry has been important for countries like the Philippines. The present study aims to make use and capitalize the tool Decision theory/analysis in choosing which courier in the Philippines is the much preferred by the customers. Through a preliminary survey the researchers were able to gather the most widely used courier by the customers namely: J&T Express, Lalamove and Grab Express. The results obtained from the study shows that in the Maximax Criterion the best decision was Grab Express, in the Maximin Criterion J&T Express was the best decision, in the Minimax Criterion J&T Express was the best decision, in the Hurwicz Criterion J&T Express was the best decision, and in the Equal Likelihood Criterion J&T Express was the best decision. Resulting that J&T Express was the optimal delivery courier service from the data gathered by the researchers. [ABSTRACT FROM AUTHOR]

Thermalism has increasingly been an option for tourists to the detriment of 'sun and beach' tourism, due to the growing importance given to customers' physical and mental well-being; in addition, thermalism has contributed to mitigate regional imbalances and asymmetries. Chaves thermal spa is one of the essential elements for the economy of the northeast region of Portugal, as well as a strategic agent for regional development. The main goal of this study was to outline the profile of the customers who visit Chaves thermal spa, as well as analyse their satisfaction and loyalty to this spa. To that end, a quantitative research was performed using the primary data collection method by applying a questionnaire. An exploratory descriptive analysis was used for characterising the customers, and inferential analysis for the validation of the research hypotheses, by means of parametric tests, whenever possible. The main results obtained from the descriptive analysis indicated that the customers who visited Chaves thermal spa had an average age of 58 years, coming from the northern region. They had visited this space mainly for therapeutic reasons in the summer months, and for an average time of 12 days. In addition, it was found that customers who visited this spa were globally satisfied, expressing the conviction that they would revisit and recommend the thermal spa. In addition, there was a weak relationship between global loyalty (recommending and revisiting the place) and the degree of satisfaction. [ABSTRACT FROM AUTHOR]

This study aims to determine the effect of experiential marketing on customer satisfaction for Wings Air users in the city of Namlea. This research is quantitative. The research location in this paper is located in Namlea, the object in this study is the one using the Wings Airplane. Meanwhile, the author uses the research time to obtain the data needed is 2 (two) months. The data sources in this study consist of primary data sources and secondary data sources. Data collection techniques in this study consisted of interviews and questionnaires. The data analysis technique in this study uses simple regression analysis. The results showed that experimental marketing was proven to have a positive and significant effect on customer satisfaction of Wings Air in Namlea City. The findings of this study prove that experimental marketing is increasing or getting better, so the customer satisfaction level of Wings Air airline users in the city of Namlea will also increase. Thus, it can be justified that the increase in external marketing will increase customer satisfaction for users of Wings Air in the city of Namlea. [ABSTRACT FROM AUTHOR]

Recently, the restaurant industry attempts to introduce service robot for efficient management. We conducted a survey research to investigate the expectations of restaurant robot service between customers and employees. It was found that customers and the employees share many common expectations depending on service elements that the restaurant industry usually adopts. Our results suggest that personalized service is important for the customeroriented robot service in restaurant. [ABSTRACT FROM AUTHOR]

Copyright of Marketing Identity is the property of University of SS. Cyril & Methodius in Trnava, Slovakia 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.)

Sustainability has become a new prevailing norm in today’s society. From one perspective, current customers are forced to address ecological problems by supporting different sustainable principles and processes. From another point of view, contemporary retailers are trying to achieve sustainable goals, which have been accomplished by governments and end consumers. The main aim of this research paper will be to explore rational and emotional attitudes of the Czech consumers towards sustainable organisations. In addition, it will be necessary to understand how consumer attitudes are reflected in retailers’ processes. Both the theoretical and practical sections will cover certain aspects related to the end consumers and their position toward sustainable activities of current retailers. Based on the research data, the dependency of those variables will be analysed and identified. The research paper highlights explorative questions that should support current businesses by implementing new communication campaigns, channels and techniques. Moreover, it will be necessary to explore rational arguments, related to sustainable consumer behaviour in order to identify the stance of current society towards ecology and sustainable retailers. [ABSTRACT FROM AUTHOR]

The paper uses the application of semiological analysis to consider the idea of the role of parents in three different media. Since the brand encompasses the concept of idea and symbol, it is analysed from the aspect of marketing semiotics. The paper is based on Barthes' myth theory which we compare with Kapferer's theory of the brand. The significance of the identity construct in the digital game Life is Strange 2, the drama A Doll's House and the graphic novel A Distant Neighbourhood are discussed. The paper compares and interprets marketing with sociology, and semiotics with media pedagogy in an interdisciplinary way. The brand was analysed at the message and sign level. The paper discusses the meaning of the consumer and the meaning of the brand and shows the hidden meaning of the search for identity. All three media will serve as proof that in their discourse they have built brand recognition precisely on the existential and psychological development of the protagonists. It is concluded that marketing communication indirectly influences the formation of consumer perception. [ABSTRACT FROM AUTHOR]

The importance of marketing in the market environment is constantly growing. Nowadays, we can see a number of brands trying to enforce their communication policy in a competitive environment in order to best meet the needs of customers. However, there are brands that do not need to develop an aggressive communication policy and yet can satisfy every customer's requirement. We also refer to this type of marketing as well-targeted. The article deals with the issue of Modelleeisenbahn Holding, which owns two successful brands, Roco and Fleischmann. The peculiarity of these brands is that they do not develop almost any communication policy to attract new customers. Their main business is the sale of model railways. Therefore, they target their policy to a specific customer segment whose passion is to create their own model railways. Based on the above, the article elaborates a model of Freebie marketing, which is meant to sell one product at a lower price in order to induce the sale of another product usually higher price. This model is actively covered by Modelleisenbahn Holding GmbH, which attempts to trigger the sale of another (higher-quality) product in the starting network (usually at a lower price). He expects the customer to be interested in expanding the purchased set and thus building his own railway world. The article shows how freebie marketing can boost shopping behavior and is suitable for targeting a particular segment. The importance of a well-targeted marketing is also supported by the hardened marketing strategy described in the article. On the basis of all available data on the company, in the final part of the article the approach is to generalize the strategy and to point out the importance of well-targeted marketing and its relation to the communication policy of the company. [ABSTRACT FROM AUTHOR]

This study is aimed to evaluate the effectiveness of environmental advertising on attracting and encouraging customers based on AIDA model (case study: advertising companies from Mazandaran province, Iran). The research is a descriptive survey. Statistical universe consisted of 196 managers of advertising companies that focused on environmental advertising. In this research 130 persons were selected among them as a sample size by using simple sampling and Morgan table. Researcher made questionnaire was the tool of this study. Reliability was calculated to be 0.807 using Cronbach's alpha coefficient. Face validity and content validity were used to determine the validity of study. To analyze the data first, Kolmogorov-Smirnov test used to examine normality of data distribution and then hypothesis significant examined by using binomial test. The results showed that the environmental advertising has effects in attracting customers. Environmental advertising of advertising companies has effects on informing the customer as well as customer’s attempts to use these services and also creating customer interest and desire to use services of these companies. [ABSTRACT FROM AUTHOR]

The purpose of this study is to investigate the effects of promotional offers associated with the various brands on the repurchase behaviour of the customer at the organised retail stores. Questionnaires are used to measure customers’ opinions about the impact of promotional offers associated with various brands available in the organised retail stores on the repurchasing intentions of the customers. Also an attempt is made to evaluate the perception of the customers about the influence of such promotional offer on their buying decision. It shows that promotional offers have significantly positive effects on perception and repurchase behaviour of the customers. The assumptions from the perspectives of customer buying behaviour and the findings can interpret the differences in the extant literature concerning the relationship between promotion and customer loyalty. It also suggests major brand attributes that may influence the customer to repurchase at organised retail stores. [ABSTRACT FROM AUTHOR]

Personalization as an instrument to support communication between a salesperson and a customer is already a widespread element in practice. This communication has a two-way effect. A salesperson can present his offer to a customer in a way that he considers effective in terms of implicit and explicit effect on the customer's needs and benefits. On the contrary, a customer can, thanks to personalization, directly influence the salesperson's behaviour and his offer. Personalization is therefore advantageous for both participants in the business transaction, but it also carries risks, such as the risk of misuse of customers' personal data. However, in times of crisis, such as the coronavirus crisis, when a significant proportion of business activities are moved to the Internet, personalization is one way for a salesperson to increase his competitiveness. The thesis deals with the personalization of the Internet, its benefits for users and its impact on the success of a salesperson. It presents the approaches used for its implementation, categorizes them and analyses the theoretical foundations. It also examines whether and how individual personalization techniques are used in crisis communication in practice between marketing specialists. The main benefit of the work is a comprehensive view of personalization and its use in the real environment of today's world. [ABSTRACT FROM AUTHOR]

Copyright of Marketing Identity is the property of University of SS. Cyril & Methodius in Trnava, Slovakia 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.)

While online customer reviews have become a source of information that consumers use for making consumption decisions, service innovators try to understand the attributes behind the reviews to make business decisions. Topic modelling has surfaced as a data mining tool for analysing user-generated content, but the results need to be linked with another type of data to make informed conclusions. We contemplate that a text-score analysis linking topics with aggregated-level star ratings can reveal how latent attributes contribute when customers provide a single overall evaluation for a restaurant. Thus, we apply topic modelling and text-score analyses on 3,302 online reviews of U.S.- based restaurants selling Indian food via Amazon Restaurants. Our results reveal five previously known topics in restaurant reviews and two new topics related to online order and home delivery. Unweighted topic scores suggest that especially price and ambience may be overvalued in online reviews. [ABSTRACT FROM AUTHOR]

Literatures on supply chain alignments identifies six main enablers of supply chain management who need to be managed efficiently and effectively to have an aligned supply chain. The six enablers are organizational structure, internal relational behavior, customer relational behavior, top management support system, information sharing and business performance measurement system. The purpose of this paper is to identify the enablers of supply chain alignment and study the relationship between enablers and supply chain alignments. The current research introduced a conceptual model, which has been tested and verified in bakery industries in Jeddah-Saudi Arabia. The data was collected using a questionnaire developed based on the previous literatures. Statistical techniques such as reliability and regression analysis were used to verify the validity of the proposed conceptual model, and to test the suggested hypotheses. According to the results of the study, the organizational structure and top management support are positively related to customer alignment, as well as customer alignment is positively related to shareholder alignment. The findings suggest that the successful implementation of supply chain alignment will contribute to improving supply chain management in an efficient and effective way. [ABSTRACT FROM AUTHOR]

In the presented article, attention is focused on selling behaviour as one of several aspects of trading behaviour. Specifically, the research was focused on assessing sellers' behaviour by customers. Two attributes of positive sellers' behaviour were analysed: Engagement and Assertiveness. The data were collected by TBQ-C(r) (Trading Behaviour Questionnaire -- Customer -- revised form) on a research sample of 221 customers. In the context of the presented research project, the statistically significant influence of the generation and gender variables wasn´t confirmed as separate indicators. The results confirmed the existence of statistically significant interactions between generation and gender in assessing positive proactive behaviour of sellers. The presented findings in the terms of Engagement attribute confirmed that men from Generation X are less affected by the overall engagement than women from Generation X. On the contrary, women from Generation X are in relation not only to men of this generation but also from the perspective of all respondents they are most influenced by various manifestation of seller engagement. In terms of seller´s assertive behaviour, the men of Generation X are least affected by the seller's views from the perspective of all respondents. On the contrary, women from Generation X are most affected by all these respondents. For the limitations of the research, we consider a limited sample size and focusing attention on only two factors (engagement and assertive behaviour) of positive proactive behaviour by sellers from a supposed abundant mosaic of these attributes. [ABSTRACT FROM AUTHOR]

Business information system (BIS) plays a substantial part in the process of knowledge construction and implementation of knowledge management in an organization. BIS helps constructing new knowledge and positively affect organizational learning, performance and knowledge management practices. However, majority of small and medium size enterprises (SMEs) assume that employing BIS is the implementation of knowledge construction. The paper aims to investigate the role of business information system as a mediating factor in market knowledge construction. The study was conducted on 209 SMEs in Thailand using questionnaires to collect the data. Sequential Equation Modelling (SEM) using Partial Least Square (PLS) for analysis. The result shows that business information system becomes a mediator between customer along with supplier and creating products (CP), innovative process (IP), identifying a new market (INM) and changing organizational behaviour (COB). However, business information system (BIS) does not become a mediator between market environment (ME) and identifying a new market (INM). The analysis also shows that the model has a predictive power. [ABSTRACT FROM AUTHOR]

Banks are in constant interaction with customers. A winning and proven strategy for the banking industry is to put your customer in the center of your business model and make your customer the focus. To build customer loyalty, and ultimately customer protagonist, you must render a superior customer experience. CRM (Customer Relationship Management) and E-CRM (Electronic Customer Relationship Management) is an opportunity that banks can avail to increase advantages by developing actual relationships with their customers. Trust and Convenience is a major benefit provided to the customers of the banks. E-CRM improves and maintains transactions security of the customers. On account of factors such as rise in the depositor base of banks and an increasing tendency among the new generation banks to diversify into web-enabled services, the number of net bank registrations has skyrocketed. World-wide trend shows that net banking is perceived as a convenient and fast way of doing banking business and is fast gaining grounds. This paper is outcome of a review of various research studies carried out on Customer Relationship Management and Electronic Customer Relationship Management. This paper examines importance of e-CRM and various techniques of e-CRM in banking institutions in India. Many companies, organizations, and communities in India are beginning to take advantage of e-CRM. [ABSTRACT FROM AUTHOR]

Six Sigma is a methodology which systematically improve processes by eliminating defects that results into reduction of process variation. The elementary tactic is to measure performance of the existing process, make a comparison of it with statistically valid ideal and figure out how to eliminate any variation. It initiates with an in depth analysis to quantify and measure elements that are critical to the customers' attainment, and to find ways to reduce defects to that success. Six Sigma is fundamentally a process quality objective, where sigma is a statistical measure of variability in a process. [ABSTRACT FROM AUTHOR]

The format is one of the essential elements of retail internationalization process. In order to date, customer attitude about retail companies format entering the market and their possible impact upon consumers and standardization degree has not frequently been the object of investigation within the internationalisation of retail trade. Only by opening the subject of trade consumers and customers can find the solution of components of this element. The current paper explores consumer attitudes to retail format, revealed this element components and provide their evaluation methodology. The practical significance of the current research is that it is a survey of consumer attitude to the company entering format the market in another country, which would enable a potential retail entrant to know the expectations of consumers and thus take appropriate decisions. The methodological basis for the present paper is an analysis of reference material on the internationalisation of retail trade examining cases of successes and failures of retail companies, exploring and understanding consumer expectations and the ways to meet such expectations, as well as peculiarities of entering different markets. The authors interviewed Lithuanian consumers (more than 600) about the IKEA shopping centre before its opening in Vilnius and one year after opening. Studies have confirmed that consumers have their attitudes of the IKEA shopping centre, as the format element. [ABSTRACT FROM AUTHOR]

Companies have a lot of possibilities how to communicate and manage relationship with customers. Companies use various tools (technology) in CRM for marketing activities and customer communication. The aim of this article is to present the using technology in CRM in marketing activities and customer communication in the V4 countries in 2010-2017 and to compare this development with other EU countries, especially with countries in long-term market economies. Data has been obtained from the statistical office of European Union. Comparison is also focused on transformed countries and countries with long-term market economies. Data from EU statistics show higher percentage level in the use of technology in CRM in long-term market economies whose competitive environment is being built continuously and over a longer period than in transformed economies. [ABSTRACT FROM AUTHOR]

Copyright of CISTI (Iberian Conference on Information Systems & Technologies / Conferência Ibérica de Sistemas e Tecnologias de Informação) Proceedings is the property of Conferencia Iberica de Sistemas Tecnologia de Informacao 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 quality of the products is a sum of functions, features and useful properties that make the product to satisfy a social need and thus to be appreciated be the user. Quality involves requirements of technical, economic, aesthetic, ergonomic nature, whose content evolves in step with social needs and is measured by the degree of utility and economic efficiency provided by the product within the scope of its users. One of the methods used to improve quality is Quality Function Deployment (QFD), which is a process planning designed to help in outlining, production and marketing of products or services by taking into account customer opinion. The principle of the method is to satisfy the needs of customers related to the product in each of the stages of realization of the product. On the basis of a graphical method, called "House of quality", method allows a team of product development to identify and assess customer requirements and transpose them into requirements of the Organization at all levels, respectively, starting from research, design conception to manufacturing inclusive. Through this paper is intended to achieve the improvement of the quality of a product using the QFD, the objectives of the method in this case being the structuring of the design process, reducing the design cycle, transforming customer needs into technical requirements and quality plans, raising the levels of finished products. The goal of the QFD method can be expressed as: Quality, in that the customer wishes are transferred into the final product, Function, in that all organizational units work together, Deployment, to define in more precise units all necessary activities, which must be measured and controlled. [ABSTRACT FROM AUTHOR]

Mobile payment system for large supermarkets, the core function is through the BLE low-power Bluetooth technology to achieve the amount of payment in the mobile payment system, can through an indoor positioning technology to achieve value-added services. The technology by collecting Bluetooth RSSI, the fingerprint database of sampling points corresponding is established. To get Bluetooth module RSSI by the AP .Then, to use k-Nearest Neighbor match the value of the fingerprint database. Thereby, to help businesses find customers through the mall location, combined settlement amount of the customer's purchase of goods, to analyze customer's behavior. When the system collect signal strength, the distribution of the sampling points of RSSI is analyzed and the value is filtered. The system, used in the laboratory is designed to demonstrate the feasibility. [ABSTRACT FROM AUTHOR]

Nowadays companies are being forced not only to build strong brand names, but also to cut costs for acquisition of new customers and increase effectivity of implementation of marketing and communication activities. As new methods of measuring the effectivity of campaigns have emerged and made evaluation more accurate, marketers have to take into account not only present but also future steps when deciding on particular marketing activities. An added value represented by a loyal customer generates cost-cutting as well as repetitive purchase. The biggest added value for a company is customer loyalty and brand identity, i.e. customer perception of a company philosophy. A customer's recommendation is the most reliable and priceless marketing message mainly when it comes to an organic, a voluntary or a generous relationship. The above mentioned philosophy applies mainly to the field of gastronomy services as a satisfied or a dissatisfied client determines company's future fate. The paper describes the methods of building customer satisfaction in the gastronomy business. The analytical part defines brand affinity while using commercial marketing (mainly online) tools or eventually their mutual colleration. [ABSTRACT FROM AUTHOR]

The study is concerned about the topic of specific features of the cultural management necessary implemented within the cultural policy in relation to the research of both demographic and generation segmentation of the final target group on the illustration case of selected cultural institution - a museum. The authors present their knowledge about the changes of the typical behaviour of the customer in the field cultural market, claiming the curiosities and specific features that need to be considered within cultural management nowadays. Considering the present years progress, it is obvious that managers did not regard the global cultural environment as a significant source of opportunities and threats in the Slovak republic. [ABSTRACT FROM AUTHOR]

The purpose of the paper is to study how customer knowledge can be utilized to innovate new forms of B2B sales in digital channels. The paper combines literature on innovation, B2B sales and purchasing. The study includes 32 qualitative customer interviews from two case companies -- one in the digital software industry and one in the more traditional interior industry. The paper discusses what kind of innovation incentives for B2B digital sales come from customers and what kind of face-to-face and digital interactions customers expect. As a result, buyers are categorized as either digitalist buyers or old-school buyers. Our research findings show that buyers act very differently in the initial phases of the buying process depending on their digital profiles. The results include also incentives for innovation for both categories. [ABSTRACT FROM AUTHOR]

The concept of benchmarking can be defined in many ways. In general it is a method of increasing the performance and competitiveness of a company on the basis of comparing oneself with the best in a given field. The objective of this method is to gain information that will help to identify the strengths and weaknesses of a company with its competitors and which will serve as inspiration for improvement. Information is gained by constant observation and evaluation. At present, businesses, if they want to be competitive, should use this management tool to continually improve their performance across all company processes and activities. The professional literature presents different types of benchmarking; based on the organisation or field being compared, we can distinguish between performance, functional and process benchmarking. In practice, benchmarking uses a number of models; among the most well-known are the Xerox Corp., the American Productivity and Quality Center (APQC), the European Foundation for Quality Management (EFQM) or the Ontario Municipal Benchmarking Initiative (OMBI). Based on surveys conducted by Bain & Company on a long-term basis, benchmarking is one of the most popular and commonly used management tools, followed by strategic planning, customer relationship management, outsourcing, and vision and mission statements. The subject matter of this paper is the implementation of performance benchmarking in two Czech companies dealing with agricultural production. The aim of the benchmarking comparison is to identify the differences in the development of their financial situation, as well as to evaluate the specific indicators characteristic of agricultural production. In addition to the proportional indicators of the financial analysis, this paper includes a comparison of the subsidies drawn upon, the size of the land and selected cost items. An integral part of the article is the formulation of recommendations for improving the current state of the company, arising from the results established by the benchmarking comparisons of both companies. [ABSTRACT FROM AUTHOR]

The popularity of local food has moved from stabilizing trend to a permanent phenomenon. Consumers want to know where their food grows and who cultivates it. For them it is important to meet local food producers and they are willing to pay fair compensation directly to local producers. Local food consumers appreciate the interaction with the producers, a sense of community and trust - these factors can be considered as social capital and differentiation factor for local food enterprises and networks. Local food companies should cherish these factors in their business, cooperate with the customers and keep them as their success factor. These were reflected in the "Short food supply chains - Local food and social capital" -project's report, which looked at how much of the popularity of local food in the end is based on the product itself and how much to other factors. [ABSTRACT FROM AUTHOR]

According to one of the most commonly acknowledged marketing principles, retaining customers is more profitable than acquiring new customers. Therefore, in order for restaurateurs to grow their sales, it is imperative that they find strategies to retain and increase the number of repeat customers. This study aims to analyse the factors that influence customers' revisit intention to restaurants. The success factors critical in improving the repeat visits of restaurants are identified through a comprehensive literature search and the opinion of domain experts. The domain experts comprised experienced stakeholders associated with the restaurant industry. The success factors were categorized into five (food quality, service quality, atmosphere, green practices, and price and value) perspectives. Further, the factors were prioritized using the fuzzy best worst method (FBWM) approach. Later, sensitivity analysis was performed to check the robustness and viability of the model. The results are useful for restaurant operators to take effective actions to attract more customers to revisit. [ABSTRACT FROM AUTHOR]

This research is focused on analyzing online shopping habits. Understanding consumer behavior and taking measures of catering customers' wants and needs are crucial pillars of long-term success and profitability. Online shopping has become increasingly popular in recent years, and people's online shopping habits have evolved alongside advancements in technology and changes in consumer behavior (Shaw et al., 2022). The main purpose of researching online shop customer sales is to gain a better understanding of the behavior and preferences of customers who shop online, in order to improve the sales and marketing strategies of the online shop. This type of research can provide valuable insights into factors such as customer demographics, purchasing habits, motivations for shopping online, and satisfaction with the online shopping experience. By analyzing data, online shops can identify trends and patterns in customer behavior and the areas of improvements for their website, customer service, or product offerings. This can help online shops to develop targeted marketing campaigns, improve customer retention, increase sales and revenue and provide insight of the changing online shopping landscape over time, for making the informed future business decisions. [ABSTRACT FROM AUTHOR]

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Any enterprise, planning to achieve success today is forced to monitor and analyze developments in information technology and behavior of a selected target group of customers. Internet marketing has been undergoing important technological development recently and represents a key platform for building a global brand. Technical knowledge is thus the necessary basis for building a global brand in the current modern society. Paper deals with important aspects of building a global brand in terms of its success and efficiency for the company. [ABSTRACT FROM AUTHOR]

Fixed revenue accounting (FRA) is segmentation accounting, classifying customers according to the frequency of transactions. The FRA calculates the profit and cash flow for each customer segment. The accounting information of FRAs encourages employees to maintain and increase their fixed customers. However, the usefulness of FRA depends on the customer segmentation measurement. A previous study showed that Share of Wallet (SOW) for customer segmentation enabled the identification of fixed and variable customer segments. SOW is the percentage of total spending that a customer assigns to a particular firm in a specific category (Cooli et al. 2007). Customers with a high SOW and large transaction amounts have higher profitability and transaction continuity. However, this does not clarify the factors determining high and low SOWs. The purpose of this study is to clarify the factors that separate fixed customers from other customers, classified by customer segmentation based on SOW and purchase amount, using a classification and regression tree (CART). CART is a method proposed for regression, classification, and class probability problems. It generates successive new nodes from each node by decreasing the measurement of heterogeneity in the nodes with respect to the response variable in the growth process of a tree. We chose food manufacturing and sales company A in Japan as the research site and collected their customer purchase history data for their product brand. Additionally, we collected data on other companies' products in the same product category from April 2017 to March 2019. The following 18 attributes were collected for CART: age, gender, occupation, region, day of the week purchased, personal income, household income, family structure, unmarried, presence of children, number of household members, head of household or not, main shopper or not, product user or not, housing type, quantity purchased, container, and type of business purchased. The results of the CART analysis showed that there were four groups with a high SOW. The common factors among the groups were, based on region, the Tokyo metropolitan area, Hokuriku-Koshinetsu, and Shikoku, and based on occupation, technology company employees, managers and executives, homemakers, and the unemployed in terms of occupation. In terms of containers, PET bottles were the group with the highest SOW. Additionally, unmarried, married, and bereaved were found to have the highest SOW. Furthermore, based on the analysis results, we interviewed a marketing manager of Company A. Based on the interview, the company's performance evaluation system uses sales as a performance indicator. However, regional sales managers with a small amount of sales, but high SOW customers are not highly valued. Therefore, a revision of the performance indicators for Company A was considered. [ABSTRACT FROM AUTHOR]

The findings of recent years indicate that a significant proportion of customer's purchase decisions is made on the basis of emotions evoked by a particular communication means. This gives scope for the use of the new tool to better understand consumer's behaviour -- neuromarketing. The paper explains the meaning and principles of neuromarketing, selected neuromarketing technologies, ethics in neuromarketing research. The main objective is through marketing research to identify the perception of the modern phenomenon (neuromarketing) by the Slovak consumers and its influence on their purchasing behaviour. Based on the results of the research, in conclusion are indicated proposals for the application of neuromarketing in the Slovak conditions, oriented mainly to eliminate negative attitudes, fear of neurotesting or unwillingness to participate in neuromarketing research. [ABSTRACT FROM AUTHOR]

Every company tries to reach a goal as profit is. It is necessary to find customers whose interest in company's product will be regularly. Company should know customers' needs and accommodate its offer to their requirements. Company should provide unique service to gain customers loyalty and satisfaction. The new mainstream is buying products through Internet. Customer's behaviour is based on customer's preferences because all options bring positive and negative aspects. Paper describes online purchasing and specifies online customer behaviour. The part of the research is behavioural analyses of online customer in USA and in Slovakia. [ABSTRACT FROM AUTHOR]

In today's technically-oriented age sellers are obliged to adapt to current trends and fashions, not only in the field of production, but also in trading and selling goods or services. It is necessary for businesses to create a certain added value for a customer. Modern customers are not merely satisfied with the goods being sold to them, but they appreciate special customer care or an added value. Customers' satisfaction has become a key to keeping them loyal. If customers are satisfied with purchase, staff approach, problem solving or communication, it is more probable they will return to a shop later or recommend it to their friends. All is applicable to both brick and mortar shops and online shops. Nowadays there are a lot of online shops where a customer is able to choose the goods comfortably from home. Such an approach generates an added value for a customer with development of the Internet in general. [ABSTRACT FROM AUTHOR]

The aim of this contribution is to point on impact of communication in retail's unit action radius in view of customer' visit maximization. The identification and understanding of mutual bonding is basic anticipation for solution of effective communication problem with targeted market segment. The correct identification of retail gravity and its exogenous impact allows to manage interactive relation of retail unit and customer with orientation on its value in building of customer loyalty process. [ABSTRACT FROM AUTHOR]

Information systems are becoming an essential part of every business. Their main purpose is to facilitate the work of managers at various levels of management, as well as other employees. They allow them to orient in a large amount of information and data arising from the business. The paper provides an argument for positive impact of using BI on the economic situation within the enterprise and hence, the positive impact of BI on digital marketing of the company. It contains a definition of Business Intelligence (BI), digital marketing, the economic situation of the company, from the point of view of BI informatics manager and its use to improve the digital marketing and other aspects that influence on the economic situation in the company. Characteristics of BI are elaborated in the literature, so this contribution focuses on the characteristics by various experts in the field. It contains a definition of the term economic situation within the enterprise of the undertaking, since according to the survey, in the publication resources are documented by financial-economic analysis. The paper identifies areas of information and knowledge for which BI provides data and information to improve the digital marketing as well as the whole economic situation of the company. It mainly deals with digital marketing, customers, products and services and supplies. [ABSTRACT FROM AUTHOR]

The development of accommodation facilities has been currently accompanied with the growth of guests' emphasis on the quality and structure of the additional services. Guests ́ satisfaction with services in tourism is thus one of the important factors affecting the level of sales and profits , prosperity, position in the competitive environment, etc. The quality of accommodation facilities is proportional to the satisfaction of the guests. Proper attitude and professionalism are the key success factor along with the quality of the service provided by any accommodation facility. The aim of this paper is to determine guests ́ satisfaction with accommodation , catering and additional services in selected accommodation establishments in Jihlava . [ABSTRACT FROM AUTHOR]

Nowadays consumers have become more aware of what kind of food they are consuming, which means that now they consume food and agricultural products of good quality that meet their needs for healthy food. Kosovo, as a part of global market, in the last decade has become part of the quality management systems of food for the local market, as well as for international market. Wine in Kosovo under the Law on Wines No. 02/L-08 and the Law with changes and prior completion of the previous Law, No. 04/L-019, article 2, paragraph 1, is qualified as agricultural and food product, which means that the industry of wine is oriented not only for positive financial effects upon the placement of their products but also is oriented in the quality of wines, which is achieved through complete food chains from production of raw materials (grape), from the vineyards to the tables of consumers who consume wine. Quality management of wine in Kosovo is realized through consumer protection policies under Article 1 of the Law on Consumer Protection (Official Gazette of the Republic of Kosovo) No. 32. Manufacturers of wine as food producers, the demand for quality can achieve only through quality management of wines, in relation from idea to production and consumption. The access of this study is oriented to the real appearance of concepts in appliance of the quality of wine systems, the appliance of quality management through ISO (International Organization for Standardization), HACCP (Hazard Analysis and Critical Control Points) and through the model access in the quality management system of wines. [ABSTRACT FROM AUTHOR]

Continuously improving the innovation performance may decide on the weal and woe of a company and an organization in general. Recognizing current innovation ecosystem needs and quickly implementing effective measures is a prerequisite for sustainable success. Accordingly, an easy-to-use system to assess the status and needs of the innovation ecosystem has been developed at Siemens Convergence Creators. This includes analyzing feedback obtained from various stakeholder groups on the effectiveness of specific idea generation settings. To allow a quick and appropriate response, a set of methods to meet innovation creation challenges has been compiled, reflecting examples that have proven effective in innovative companies. These methods have been classified into a newly developed category system, which is based on four key dimensions characterizing innovation settings. Insights gained from opinion surveys and concrete experiences at Siemens Convergence Creators reveal differing, stakeholder-specific assessments of innovation creation settings, yet agreeing on the importance of customer-centricity. [ABSTRACT FROM AUTHOR]

Various maturity models exist for the use of social media (Kiron, et al., 2013) (Overby, 2012). However, this paper argues that they are not without limitation and draws from the strengths of two to present a new cohesive model. The purpose of this work is to develop a social media maturity model that represents the phases or stages of the use of social media and evaluates how organisations can effectively utilise social media to further their aims and objectives. Four objectives were pursued, namely to: Examine the main drivers for businesses engaging with social media; Critically evaluate literature related to maturity models as well as best practice for organisational use of social media to inform the proposal of a new maturity model; Investigate the current state of social media within businesses as well as the depth to which they are being used through the application of the proposed model; and recommend how businesses can apply the proposed maturity model and strategies for how they can progress through the various stages. To achieve these objectives an interpretivist, inductive philosophy was used to carry out an initial scan of the use of social media within the top 30 growing social enterprises as well as case studies with two of these organisations. We find that the primary objective for these organisations using social media is for improving engagement with customers and stakeholders. While the organisations that were selected were seen to be two of those frequently and effectively utilising these technologies and though there is disparity in the level of resources available to them, the work finds that both of these organisations mostly fall within the development phase of the proposed model and areas for growth remain. Finally, recommendations are made for how businesses can improve their use of social media and are presented in the form of an additional model. [ABSTRACT FROM AUTHOR]

The online customer journey is becoming essential for online retailers in the United Kingdom (UK) because more then 74% of adults purchased products and services online with clothes being the most popular online purchase in 2014 purchased by more then 49% of adults. Understanding this customer journey involves a deeper understanding of the customer activities between social networking platforms andecommerce sites.These social networks are interactional platforms through which customers interact with themselves and online retailers. Facebook in particular is the largest social networking platform in the world and therefore presenting an opportunity for online companies to interact with potential customers 24 hours a day and 365 days a year. Fashion retailers are both one of the largest sectors and also recognise the value of these social networking platforms. This research aims at exploring customer journey origination on social networking and finishing at the online fashion retailer.The main objective of this research is to explore customerinteractions (touchpoints) between social networks and ecommerce sites, and their contribution to this product evaluation phase. Consequently, to understand and explore this journey, we combined the theoretical foundation from the Socio-Technical Theory, linking users to online systems, with the Purchasing Decision model. We have developed an initial theoretical framework from the critical review of the literature. This framework has been extended further into an Ecommerce Customer Journey framework thanks to the primary data from 615 survey participants and 64 focus groups participants. This paper shares emerging key themes from our review of relevant ecommerce and social networking literature and linking this with an online survey and follow up focus groups exploring customer journey attitudes. The findings show the importance of creating this customer journey framework.Particularly, those aspects of external influence that help assure customers' understanding of product compatibility. Ultimately from the retailer perspective, this customer journey framework helpsdirectly in the development of online strategies. [ABSTRACT FROM AUTHOR]