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Artificial intelligence (AI) tools have seen widespread adoption in the sales function. However, the pace of adoption means that sales researchers are often several steps behind the business world. A way to alleviate some of these concerns is to provide a practical, yet up-to-date understanding of AI in sales. Thus, the purpose of this manuscript is to clarify what AI is, the role of AI in sales, and its implications for multiple stakeholders in the sales organization (i.e. salespeople, sales managers, organizations, and customers). To achieve this objective, the authors provide an up-to-date examination of business practices that are interwoven with practitioner and academic literature. Next, based upon exploratory interviews with eighteen practitioners, the authors discuss challenges and opportunities that can arise due to AI adoption. Finally, the authors provide directions for future exploration of AI in the sales domain. [ABSTRACT FROM AUTHOR]

Recently, the Malaysian Accounting Standards Board has issued several new regulation standards to replace the previous standards for harmonization of financial reporting. One of the new standards is the Malaysian Financial Reporting Standard (MFRS) 15 Revenue from Contracts with Customers. By focusing on the telecommunication company, the objective of this study is to review the impact of MFRS 15 adoption and the organizational change process. This study adopted frameworks by Dillard et al. in (Acc Audit Acc J 17:506–542, 2004) and Burns and Scapen in (Manag Acc Res 11(1):3–25, 2000) to have a better understanding of the organisational change process due to MFRS 15 adoption especially at the intra-organisational level. The findings of this study present a general view on the understanding of the effect of MFRS 15 adoption in which the cause from external pressure leads to the changes in the rules and routines in a telecommunication company. This study will contribute to the existing accounting literature related to MFRS 15 especially within the telecommunication industry. [ABSTRACT FROM AUTHOR]

BACKGROUND AND OBJECTIVES: Nowadays, in order to continue their activities and attract and retain customers, insurance companies should think more about customer confusion and provide effective strategies to eliminate or reduce customer confusion. For this purpose, this research aims to provide effective strategies in managing customer confusion in life insurance. METHODS: This research is based on thematic analysis (coding and recognition of the underlying categories of the interview text or writing). In terms of the objective, it is considered fundamental based on the data collection method. The research participants are experts in insurance and marketing industry. Non-probability, judgmental, and snowball sampling methods were utilized and the number of sample size according to the theoretical saturation of the data was 23 people. Semi-structured interviews were conducted to collect data. FINDINGS: According to the results of the research, 3 central cores and 18 main themes with the title of customer orientation (continuous follow-up of customers, communication with customers, understanding customer needs and improving customer service and well-being), marketing strategies (holding significant and attractive events, word-of-mouth advertising, identity building), desirable in social networks, innovative use of brochures, TV programs, effective advertisements) providing a complete package of high quality services (monitoring the performance of employees, transparency of performance, flexibility in insurance coverage, providing loyalty programs in a new way, focusing on the value chain, visualizing insurance life, use of information technology (intelligence)) were identified. CONCLUSION: In this research, the strategies of overcoming customer confusion management in life insurance services were considered. According to the findings of the research, using systems to track and understand the needs of customers by creating and maintaining long-term relationship have made customer orientation an important factor. Also, the creation of marketing strategies based on the production of stimulating content and the use of the capacity of virtual space along with the development of programs to provide high-quality services to provide superior value to the customer and according to the current conditions may assist managers and entities in charge to overcome customer confusion. In order for the desired strategy to be successful, it is necessary for managers and entities in charge to consider the confusion of customers in all stages and processes of implementing strategies. [ABSTRACT FROM AUTHOR]

E-commerce has changed the shopping environment in the digital age, bringing with it both new opportunities and challenges for studying customer behavior. Businesses need to examine the cognitive principles underlying the growing trend of consumers making purchases through online platforms. Gaining an understanding of these concepts is crucial to improving customer satisfaction, user experience, and eventually sales. The main cognitive concepts affecting online consumer behavior in e-commerce platforms are examined in this article.

This article presents an evaluation of corporate social responsibility (CSR) of large retailers in the city of Montería, Colombia. The document presents the results of a research project developed by Corporación Universitaria Americana and Universidad Cooperativa de Colombia. The methodology used included a questionnaire that examines five dimensions of CSR: customers, employees, suppliers, community and environment. Particular attention is paid to the views of employees and customers, who emphasize that the quality of products and services is important, as well as retailers offering fair and competitive prices. This comparative analysis sheds light on the areas in which large retailers are achieving high CSR standards and highlights environmental responsibility as a weak point.

Due to the digital transformation, organizations have incorporated technologies in all areas of the company, creating digital business ecosystems. These in turn, with the tools that compose it, influence the satisfaction of stakeholders and business performance. The objective of this research is to know how the digital business ecosystem affects customer and employee satisfaction and whether this satisfaction has an impact on business performance. To achieve this objective, a model is proposed to which a PLS technique is applied to a sample of 1319 Spanish SMEs. The results of this innovative study show, on the one hand, a positive relationship of the digital business ecosystem with the satisfaction of both stakeholders, and, on the other hand, and as the main contribution of this study, it has been found that employee satisfaction positively influences business performance. This research offers a novel model capable of relating how the satisfaction of both customers and employees in a digital environment improves business performance. It also contributes to the literature by widening the field of study and overcomes a new gap for SMEs. [ABSTRACT FROM AUTHOR]

This study investigates whether and how customer firms' information technology capability (ITC) influences their suppliers to make supplier commitments (SCs). Motivated by resource dependence theory, we propose that customers' ITC increases SCs because ITC improves information sharing between customers and suppliers. Using a sample of supplier-customer pairs, we find that customers with ITC attract a higher level of SCs in the subsequent year than customers with no ITC. Such sustainable effects are stronger for customers with systematic ITC than for customers with occasional ITC. We document that suppliers are more likely to make SCs in competitive and munificent industries where customer ITC matters more to increase information sharing. This study demonstrates both academic and practical implications of superior customer ITC that encourages suppliers to undertake collaborative investments. Data Availability: Data are available from the public sources cited in the text. [ABSTRACT FROM AUTHOR]

Murabaha financing is one of Sharia banks financing that uses a sale and purchase agreement with a counter-performance in the form of a margin determined in accordance with an agreement between the bank and the customer. The difference between Murabaha contract and credit at a conventional bank is that, in a Murabaha contract, Sharia banks purchase the object (house or land) that the customer wants in advance. Then, the banks sell the house to the customer by informing the amount of the price that has been added with a margin. In practice, not all Sharia banks provide Murabaha financing using this procedure. Therefore, this study aimed to, first, explain the practice of Murabaha financing whose ownership object is not on behalf of Sharia banks in terms of legal protection for customers, and second, find the practice of Murabaha financing whose ownership object is not on behalf of Sharia banks in terms of fulfilling Sharia compliance. The method used is a normative juridical approach with descriptive-analytical research specifications. The data used secondary data, which was collected through library research, and then analyzed by qualitative analysis through legal interpretation methods. The results showed that, first, in terms of legal protection for customers, the practice of this Murabaha financing was not in accordance with internal and external legal protection, and second, in terms of fulfilling Sharia compliance, the practice of this Murabaha financing contained elements of gharar (unclear object) and dzalim (causing injustice). [ABSTRACT FROM AUTHOR]

Electric Vehicles (EVs) are prominent for achieving sustainable mobility in the future. By drawing on extant literature, we propose a conceptual framework and develop hypotheses based on Novelty seeking (NS), Perceived Behavior Control (PBC), Openness to new Experience (ONE), Risk appetite (RA), and Adoption Intention (AI) of consumers in ABMs. The analysis of data reveals that both NS and PBC are positively related to the ONE which, in turn, impacts the AI of EVs in ABMs in a significantly positive manner. The study also proves that RA moderates the relationship between ONE and AI in such a manner that a higher level of RA makes the relationship between ONE and AI stronger. We contribute to the literature on sustainable mobility by exploring the role of psychological factors in determining AI of Indian customers towards EVs in ABMs and the study has important implications for researchers, practitioners, and policymakers. [ABSTRACT FROM AUTHOR]

The present discourse delves into the state of tourism in Bangladesh, which has been experiencing growth, and the trend of declining tourism expenditures within the national budget due to technological advancements. Bangladesh has natural beauty and many of the world's most popular nature-based tourism destinations. Bangladesh boasts the longest beachfront in the world, Cox's Bazar, and is also home to the biggest mangrove woodlands, the Sundarbans, which UNESCO has recognized as a World Heritage Site. The country also has a significant historical record; UNESCO has acknowledged numerous culturally significant locations, including the Bengali New Year festivities' grand procession, as elements of artistic works. Along with beaches and islands, hills and waterfalls, forests, rivers, and wetlands, as well as spiritual and archaeological websites, historic sites, and background information, the item offers a desk that enumerates essential tourism destinations in Bangladesh. It also suggests building eco-motels, watchtowers, rope approaches, walk techniques, night hikes and other centers in partnership with the Ministry of Environment and Forests to boost eco-tourism. Ultimately, the article suggests creating websites about archaeology and the ancient world by conserving and repairing them, building museums, and offering research and advice on such platforms. The study covers the importance of the tourism sector in Bangladesh and the difficult circumstances that the hotel business must deal with to maintain and increase guest satisfaction. The author emphasizes how important customer satisfaction and loyalty are to the long-term success of businesses in the transportation industry. The author proposes a study that examines the correlation between exceptional consumer service and client happiness in suburban accommodations, as well as the influence of consumer contentment on behavioral goals. The examination's history is given, along with a discussion of students' interests in sustainable tourism and development and the necessity of reducing the influence on the natural environment. Because some countries do not have ecotourism regulations, the author highlights the importance of distinguishing between ecotourism and sustainable tourism. In conclusion, the author characterizes tourism as a recreational activity involving travel to and lodging in areas outside of one's normal surroundings for leisure, personal growth, and consuming natural, economical, and cultural values. [ABSTRACT FROM AUTHOR]

This essay describes our market's customers' buying habits and the decisions they make while selecting environmentally friendly goods. Customers that care about the environment tend to like eco-friendly products more. It explains the factors influencing consumers' green behavior and decision-making. This paper's main goal was to determine how consumers will choose green items and behave when they do so. Methodology: This work employed a questionnaire. A total of 250 questionnaires were delivered to Salem District consumers of green products, making up the sample of 243 respondents. A convenience sample technique was employed to choose the participants. The completed surveys were gathered and brought in for examination. The study was analyzed using Chi-square testing, Exploratory Factor Analysis, and Percentage Analysis. Findings: The results indicate that while brand and gender differences have very little impact on consumer green behavior, there is a large positive association between price, quality, and green marketing. Implications: The management ramifications of these findings will be beneficial. Businesses may utilize this information to inform their future plans and understand whether consumers want to purchase eco-friendly goods. Additionally, it will indicate what matters most to the buyer when it comes to green products. [ABSTRACT FROM AUTHOR]

This paper aims to examine the subject of this research - the effect of online shopping applications on the overconsumption of young people with corresponding buying behaviours, psychological and social factors, the effect of such advertising as targeted advertising and individual recommendations. In this respect, the study adopts a descriptive research approach to gather data from 261 respondents aged 18-30 using a convenient online survey conducted in the region of Kerala. In this case, stratified random sampling ensured that all the participants are sampled in each age category and geographical region. Thus, ANOVA and Friedman tests were used to analyse the variables. From the results, it can be ascertained that the youth are influenced a lot by apps involved in online shopping and perceptions of convenience, trust and satisfaction across educational background are metamorphosed. Related to this, psychological and social factors such as peer pressure concern, stress, and social media advertisements also help in controlling consumption whereas consumers having different employment statuses also show some variation in that regard. Among the analysed variables, consumption related to targeted advertising and suggestion of concrete products have been identified as playing a major role in influencing overall consumption; Further, consumers' satisfaction with the ads has been described as most decisive. Some of these features include the fact that the study involves a particular region/area and particular group while others may disagree. Also, data collected using self-reporting may also have biases. Nevertheless, it offers insights to marketers and app developer to market specific strategies according to the needs and wants of young consumers focusing on the educational and employment setting influencing their online shopping. [ABSTRACT FROM AUTHOR]

The objective of this study is to analyze the use of the social network Facebook by clients of the Hotel RZR, located in the city of Cúcuta, Colombia. The study is quantitative, follows a cross-sectional design and the questionnaire was applied to a sample of 102 hotel guests. The descriptive statistics reflect a standard deviation of 0.579, which indicates that there is a low dispersion of the data with respect to the average value. The results show that age, the level of study and gender are aspects related to customers' preferences in the use of Facebook. It is concluded that Facebook's social network has become a valuable digital marketing tool and the RZR Hotel must innovate in the network, to boost communication with customers and exploit other benefits offered by Facebook, such as segmentation, branding, online reputation and traffic generation. [ABSTRACT FROM AUTHOR]

Copyright of Journal of Cyberspace Studies (JCSS) is the property of University of Tehran 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 study examined the relationship between service quality and patronage of telecommunication products in Akwa Ibom State, Nigeria. Service quality was measured using tangibility, reliability, responsiveness, simplicity, and availability. Primary data were collected via questionnaires from 384 respondents using convenience sampling. Descriptive statistics and regression analyses were used for data analysis. The results showed significant positive relationships between service quality dimensions and patronage: tangibility (r = 0.875), reliability (r = 0.837), responsiveness (r = 0.897), simplicity (r = 0.649), and availability (r = 0.462). The SEM analysis confirmed these findings, revealing that reliability and responsiveness were the strongest predictors of patronage, followed by availability, simplicity, and tangibility. The model fit indices indicated an acceptable fit, validating the hypothesized relationships. Recommendations include enhancing the physical environment and facilities to reflect the organization's values, ensuring promised services are delivered, and promptly addressing customer problems. Telecommunication companies should focus on understanding and meeting customer needs to encourage continued patronage. [ABSTRACT FROM AUTHOR]

BD and AI are now transforming the banking and finance industry at a very fast pace, which is leading to change in the banking and finance institutions. This change is making them better, customeroriented and financially rewarding organizations. Big data and AI have been useful in the banking and financial institutions to assess and manage the risks. Through the analysis of big amounts of unstructured data in real time, AI algorithms are capable of identifying risks. This makes it easy to put preventive measures in place to avert the risks. In addition, big data and AI have come a long way in solving the problem of fraud in banking and finance. This paper showed how big data and AI improve risk management, Cyber threat, and fraud in banking and finance by using data analysis and data pattern identification in real-time. That is why our work emphasizes the importance of implementing secure privacy and explaining the AI algorithm to eliminate ethical and Cyber security issues. Using analytical approaches, AI can identify the transactions with the help of comparison with the previous data and the behavioral characteristics related to the fraud. This approach to fraud prevention has been effective in reducing losses while at the same time improving the customer's confidence in the company. On the other hand, there are disadvantages of big data and AI such as privacy, security, and ethical issues. Measures that can be used to safeguard customer information have to be employed in order to effectively safeguard the consumer data. Furthermore, transparency and accountability of the AI algorithms are crucial in order to avoid unfair decisions. [ABSTRACT FROM AUTHOR]

Copyright of Muthanna Journal of Administrative & Economics Sciences is the property of Muthanna Journal of Administrative & Economics Sciences 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.)

Scholars have examined the role of customer preferences, and demand-side characteristics more generally, in varied core strategy areas like market entry and timing, diversification, positioning, resource reallocation, and firm adaptation, among many others. We review this diverse demand-side literature and develop an empirical classification that identifies five archetypical customer value-creation logics seen in the literature to date. To apply each of these logics, a firm must look downstream with the intent of matching, leveraging, adapting, learning, or shaping customer preferences or market characteristics to create value for customers. For each value-creation logic, we detail the logic itself, how the demand side is characterized, how specific strategic decisions allow for value creation following the logic, literature gaps in the logic, and opportunities for future research. Opportunities include extending the work on existing logics, examining the combined effects of multiple logics, identifying understudied demand-side characteristics, and studying strategy applications for which demand-side attributes have received comparatively little attention to date. These include business models, corporate social responsibility (CSR), corporate governance, and demand-side shocks. Finally, we address implications for managerial practice. [ABSTRACT FROM AUTHOR]

An increasing number of consumers are buying organic foods, resulting in an enhancement of the value of this market, which recorded constant growth both before and during the COVID-19 pandemic. Concerns for health, environmental protection, animal welfare, and support for the local economy contribute to greater purchases of organic foods, whereas high prices, lack of trust in certification, scarce supply, and unavailability of organic products represent obstacles to their purchase. This paper examined the prevalence of certain types of organic food in purchasing, as well as its relationship with the level of physical activity, gender, education, and age of the consumer. The sample consists of 600 respondents with different socio-demographic characteristics. The SPSS program was used for data processing. In addition to descriptive statistics, non-parametric techniques were also used due to the distribution of scores on the tested variables, which significantly deviates from the normal. The results obtained indicate that among the organic foods in the Republic of Serbia, fruits and vegetables are the most purchased, and that females, persons with higher education, and older people are the most typical buyers.

The active processes of digitalisation of socio-economic systems require modifications of managerial activities which should be facilitated by relevant scientific developments. This article is a review of the monograph devoted to peculiarities of management in the conditions of digital transformation and written by the international team of specialists. The work includes 9 main chapters which address very different aspects of the problem and particularly control during digitalisation, technology transfer, talent management, interaction with customers, marketing tools, e-commerce, functioning of virtual teams, inter-organisational collaboration, management of digital waste. Generally, it is found that despite the fact that digitalisation opens new perspectives for managerial activities, it also forms significant difficulties, and its effects are ambivalent or can often be negative. The considered research field seems to be rather poorly studied, and the monograph successfully poses new questions for the subsequent investigations. The reviewed work demonstrates the mosaic composition; nonetheless, it is informative and offers an original view of the problem. It contains a lot of interesting conceptual constructs and is rich in factual materials. Also, the edition is distinguished by a substantial number of terms, and the available subject index facilitates better orientation in the latter. The style is purely academic, but the potential readership seems to be wide. Despite a few minor deficiencies, the monograph, undoubtedly, will be interesting to Russian specialists.

Today, in the global economy, the survival of many organizations depends on the role of customers, and organizations can no longer be indifferent to customers. Organizations should focus all their activities and capabilities on customer satisfaction, because they are the only source of return of customers' capital. The aim of this research was to designing a sensory marketing model with emotional attachment to the brand and satisfaction with the sensory experience of customers of sports pools in Alborz province The research method is descriptive and of the survey type, which was implemented in the field. The statistical population of this research consisted of an unlimited number of customers of swimming pools in Alborz province. Using Morgan's table, the statistical sample was estimated to be 384 tons, which were selected by non-random cluster sampling from among the members of the statistical population. In order to collect data from the sensory marketing questionnaire of Sang Wan Lee (2012) which consists of 22 questions and has components of sense of sight (6 questions), sense of hearing (4 questions), sense of touch (3 questions), sense of smell 5 questions) and sense of taste (4 questions). Questionnaire of satisfaction from sensory experience made by Bittner and Hubert (1994) which consists of 3 questions. Emotional brand attachment questionnaire made by Hor et al. (2018) which consists of 4 questions. Questionnaires are of closed answer type and the measuring scale of five-choice Likert questions is from 1=completely disagree to 5=completely agree. The face validity of the questionnaires was determined using the corrective comments of sports management professors, and the reliability of the questionnaires was obtained using Cronbach's alpha coefficient test of 0.87, 0.76 and 0.79, respectively. Also, the construct validity of the questionnaires was confirmed through confirmatory factor analysis. In order to analyze the data, descriptive indices and statistical tests of Pearson's correlation coefficient, regression analysis and path analysis were used in SPSS and LISREL statistical software. The results showed that there is a positive and significant relationship between sensory marketing with emotional attachment (r=0.582, P=0.001) and satisfaction with sensory experience (r=0.466, P=0.001). Based on the results of the regression equation, the dimensions of vision (P=0.003, t=3.01) and touch (P=0.001, t=4.77) have conditions for predicting emotional attachment and vision dimensions (P=0.018) P, t=2.38), touch (P=0.001, t=6.53) and smell (P=0.001, t=3.65) qualify to predict satisfaction from sensory experience. Therefore, considering the values of t and the significance level, the assumption of equality of coefficients with zero is rejected and the aforementioned B coefficients should be kept in the regression equation. The results of the goodness of fit test showed that the ratio of X2 to df (3.79) and the root mean square error (RMSEA) is equal to 0.091. Also, the indices of NFI=0.92, CFI=0.92, IFI=0.94, GFI=0.96 and AGFI=0.97 confirmed the fit of the model. According to the obtained results, sensory marketing has a positive and significant effect on emotional attachment (TValue=11.89, r=0.87) and satisfaction with sensory experience (T-Value=8.84, r=0.74) ) has it. Finally, the managers of sports pools should pay special attention to the issue of sensory marketing in order to reduce the costs of the pool on the customers in order to encourage them to their centers, because when they provide their customers with the desired and adapted service quality. He sees with his demands, there is less possibility that he will be attracted to other competitors and use their services. Managers of sports pools can find out about their complaints by setting up a suggestion and complaint box or through a conversation with the customers of the pools or through a survey and try to solve them in order to finally provide acceptable services to the customers. Also, pool managers can put new programs on the agenda in order to maintain long-term relationships with customers. It is suggested that a special group consisting of members of various departments related to identifying customers' feelings should undertake the task of continuous monitoring of service delivery and evaluation of customers' perceptions and feelings of it. In this way, it is possible to guarantee the flexibility of the swimming pools in terms of responding to the needs of customers and to design and implement appropriate programs when needed. [ABSTRACT FROM AUTHOR]

The use of inherent defect insurance (IDI) can transfer housing quality risks to insurance companies, alleviate conflicts of interest between consumers and developers and protect consumer welfare. However, the level of IDI penetration is still low in China. Developers, as buyers of IDI, and consumers, as buyers of insured houses, can influence market trends. An analysis is needed with respect to government subsidy mechanisms for developers and consumers to theoretically derive the optimal subsidy end time, amount and order to boost their investment. Therefore, an evolutionary game model is established between developers and consumers to analyse the strategy selection of stakeholders and system equilibrium stability. Then, the game trajectory of IDI market participants is simulated by MATLAB to analyse the effects of government subsidies on the evolution process and results. The results show that the government can set the subsidy end time based on the proportion of developers purchasing IDI and of consumers purchasing insured houses. The government should first subsidize developers to boost the market share of insured houses, thereby avoiding a situation in which insured houses are in short supply. Until developers' purchase probability increases, the government should subsidize consumers to increase their probability of purchasing insured houses. The government can also determine the subsidy amount based on the cost and income of developers purchasing IDI and consumers purchasing insured houses. This research can help the government rationalize and optimize its subsidy policies to encourage developers to purchase IDI and consumers to purchase insured houses and speed up IDI penetration. [ABSTRACT FROM AUTHOR]

To research the emotional interaction between customers and service staff, single-modal stimuli are being used to activate subjects' emotions while multimodal emotion stimuli with better efficiency are often neglected. This study aims to construct a multimodal emotion stimuli database (CCSIAS) with video records of real work status of 29 service staff and audio clips of interactions between customers and service staff by setting up wide-angle cameras and searching in company's Ocean Engine for 15 consecutive days. First, we developed a tool to assess the emotional statuses of customers and service staff in Study 1. Second, 40 Masters and PhD students were invited to assess the audio and video data to evaluate the emotional states of customers and service staff in Study 2, using the tools developed in Study 1. Third, 118 participants were recruited to test the results from Study 2 to ensure the stability of the derived data. The results showed that 139 sets of stable emotional audio & video data were constructed (26 sets were high, 59 sets were medium and 54 sets were low). The amount of emotional information is important for the effective activation of participants' emotional states, and the degree of emotional activation of video data is significantly higher than that of the audio data. Overall, it was shown that the study of emotional interaction phenomena requires a multimodal dataset. The CCSIAS (https://osf.io/muc86/) can extend the depth and breadth of emotional interaction research and can be applied to different emotional states between customers and service staff activation in the fields of organizational behavior and psychology. [ABSTRACT FROM AUTHOR]

The study aimed to understand the differences between brands in the third and private sectors, using a sample of 100 individuals. The results showed a positive relationship between brand and choosing to work in the third or private sector. For maximum benefit, it is recommended to develop marketing strategies centered on the brand, enhance communication with customers and employees, invest in training and skill development, foster organizational culture, pay attention to work-life balance, and strategically think about talent recruitment and development. [ABSTRACT FROM AUTHOR]

Copyright of Revista Telos is the property of Revista Telos 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.)

Introduction: The need to have customer complaint handling systems in universities can be a step towards improving and developing the establishment of comprehensive quality management in the products and services of universities, and this will make job satisfaction among university employees better and more. Aim: The purpose of this research was to develop a psychological model of customer complaint management on the quality management of job satisfaction evaluation. Method: The current research is applied and in terms of the descriptive implementation method - a correlation survey, the statistical population of the present researcher was all the employees of the sports departments of Islamic Azad Universities in the northwest of the country (320 people) in 1401, 180 people were randomly selected as a sample. and participated in the present research. The measurement tool in this research is the complaint management questionnaire. Statistical software and SPSS version-23 were used to download and design the model. Results: The findings of the research showed that comprehensive quality management directly affects the management of customer complaints, but the effect of comprehensive quality management through the mediating variable of job satisfaction was not effective on the management of customer complaints. Also, the results indicated the effect of comprehensive quality management on job satisfaction. Conclusion: Based on the results of this attention to the factors affecting the job satisfaction of employees, such as improving the organizational climate, improving the payment system, motivational and participation-oriented leadership style, and physical conditions can also affect the way employees respond to customers. In fact, comprehensive quality management by focusing on empowering employees, improving the accountability system, speed in dealing with customers' demands, respect for the prevailing values in the society and the organization, as well as having the necessary flexibility in front of customers and their demands can make the organization in Better management of customer complaints and their satisfaction is helpful. [ABSTRACT FROM AUTHOR]

E-commerce has changed the shopping environment in the digital age, bringing with it both new opportunities and challenges for studying customer behavior. Businesses need to examine the cognitive principles underlying the growing trend of consumers making purchases through online platforms. Gaining an understanding of these concepts is crucial to improving customer satisfaction, user experience, and eventually sales. The main cognitive concepts affecting online consumer behavior in e-commerce platforms are examined in this article. [ABSTRACT FROM AUTHOR]

Copyright of Amazonia Investiga is the property of PRIMMATE 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.)

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]

Background & Statement of the problem: This study examines the concept of institutional sustainability as an advanced paradigm in business management, with particular emphasis on the relationship between sustainability and socially responsible investment. It underscores that this model encompasses economic, social, and environmental dimensions, and illustrates the advantages of global corporate adoption of institutional sustainability practices. Objectives: The primary aim of this study is to analyze the sustainability strategy employed by the American company Patagonia, particularly in the context of its clothing manufacturing and climbing gear operations. The focus is on how Patagonia achieves a balance between sustainability and cost management. The study also highlights Patagonia's initiatives to enhance environmental preservation and improve labor conditions, including efforts to minimize its environmental footprint and foster environmental awareness. Methods: The research methodology involves an analysis of international reports and scholarly articles related to Patagonia. A descriptive-analytical approach is employed to elucidate the company's strategy for balancing sustainability with cost management. Results: The findings reveal that Patagonia has implemented a distinctive strategy known as "Worn Wear," which promotes the repair and reuse of products. This approach has led to cost reductions and reinforced the company's customer base. Patagonia's commitment to sustainability has become a defining characteristic of its brand. Conclusions (Recommendations and contributions): The study recommends that Arab companies consider adopting institutional sustainability strategies, drawing inspiration from Patagonia's experience. It is advised that these strategies be adapted to fit the specific environmental and social contexts of the region. [ABSTRACT FROM AUTHOR]

The implementation of regional autonomy by giving broad, real and responsible authority to regions in a proportional manner is realized by regulating, distributing and utilizing national resources as well as balancing central and regional finances. Drinking water services in urban areas, PDAM Tirta Sejuk Gayo Les Regency carries out its operations according to company principles, namely efficiency and seeking profits, in order to meet the target of filling regional government coffers. The aim of this research is to understand the strategic issues of PDAM Tirta Sejuk and formulate management strategies that should be implemented in the era of autonomy in order to be able to increase the PAD of Gayo Lues Regency and to find out strategies for improving services to the community. This research method uses a qualitative descriptive approach. This research uses SWOT analysis. Conclusion Currently only 21% (10,500 connections) of Gayo Lues residents can enjoy clean water facilities from PDAM. This condition is still far from the national target which requires 60% of urban residents to be able to enjoy clean water facilities. Of all employees working at PDAM, it can be seen that the composition of the number of employees who have a D3 educational background or above is very small, only 14.01% when compared with the number of employees who have an educational background below D3 is 85.99%. Such conditions indicate that the quality of employees is still low, and the high number of water leaks certainly has a big impact on the efficiency of the PDAM itself. For the customer community, this condition is clearly detrimental because the quantity, quality and continuity of clean water needed to meet their daily needs does not meet expectations, which means reducing their satisfaction with the services provided by PDAM Tirta Sejuk. [ABSTRACT FROM AUTHOR]

Objective: Owners and managers of online retail stores, along with researchers, consistently strive to identify success factors in the online retail domain. One significant factor in the success of online retail stores is attention to consumer behavior. The aim of this research was to present innovative solutions for recognizing variety-seeking behavior in online retail customers. Methodology: This study was applied-descriptive and of the survey type. The research was conducted in two stages. Initially, innovation criteria were extracted from the literature, followed by an examination of the criteria's impact intensity and the causal relationships between them using the DEMATEL technique and MATLAB software, with the tool of pairwise comparison matrices. Findings: The results of the study demonstrated that product innovation, service innovation, process innovation, innovation in online services, and innovation in tools play an effective role in the variety-seeking behavior of online retail customers. Furthermore, the results specified that product innovation, tools and equipment, processes, online services, and after-sales services have the most significant impact on the variety-seeking behavior of customers, in that order. Conclusion: Given the results of the study, it seems that the use of ideation, innovation, creativity in production, presentation, and sale in online retail is essential. In other words, it is necessary for manufacturers of goods and service providers to use new and innovative ideas in the production and presentation of goods and services to be an appropriate response to the needs and variety-seeking behavior of customers. [ABSTRACT FROM AUTHOR]

The technical efficiency operations of manufacturing enterprises in Nairobi County, Kenya, have lately declined to 59%, compared to the global index of 74%. This decline is mostly attributed to the insufficient implementation of Total Quality Management Practices. A comprehensive and extensive study is required to solve the complex problems faced by Industrial Area enterprises in implementing overall quality management methods. This study should be tailored to the specific context and location in order to effectively tackle the underlying issues and maintain operational excellence. The study aimed to evaluate the impact of customer focus, quality planning, supplier management, and staff involvement practices on the competitive advantage of manufacturing enterprises in the industrial area of Nairobi City County, Kenya. The study was based on the notions of competitive advantage, quality trilogy, and zero defects. The study's methodology was informed by a cross-sectional research design. The target population consisted of 20 manufacturing enterprises that were specifically chosen from the industrial sector of Nairobi City County. The census survey employed the use of semi-structured questions to gather primary data. Data analysis involved the utilisation of both descriptive and inferential statistics, with the findings being presented in tables and narratives. The study employed a multivariate regression model to ascertain the correlations between variables. The study revealed that quality planning practice, employee involvement practice, supplier management and customer focus practice had statistically significant positive impacts on competitive advantage. The study determined that total quality management techniques had a statistically significant impact on the competitiveness of selected manufacturing enterprises in the industrial area of Nairobi City County, Kenya. The study suggests that management of manufacturing enterprises should do research on dynamic quality management approaches to implement and maintain operational relevance in the face of increased sectorial competitive challenges. [ABSTRACT FROM AUTHOR]

This paper examined the relationship between satisfaction and purchasing behavior of fast-food res­taurant customers in Calbayog City. In addition, this study also aimed to identify the respondents' profiles and the different factors influencing their satisfaction and purchasing behavior. The researchers used a descriptive-correlational research design to conduct this study. The researchers used a structured questionnaire adopted from a previous study. The questionnaires were provided to 384 participants in Calbayog City. The gathered data were analyzed using SPSS 29. The analyzed data by the researchers showed that family members, dine-in or online order options, and restaurant menus influence the purchasing behavior of fast-food restaurant cus­tomers. On the other hand, the satisfaction of fast-food restaurant customers in Calbayog City was influenced by menu options, payment methods, online application or website navigation, food placement technology, customers’ testimonials, friends and family recommendations, and services. The study revealed no significant relationship between satisfaction and purchasing behavior of restaurant customers in Calbayog City.

The objective of this study is to analyze the use of the social network Facebook by clients of the Hotel RZR, located in the city of Cúcuta, Colombia. The study is quantitative, follows a cross-sectional design and the questionnaire was applied to a sample of 102 hotel guests. The descriptive statistics reflect a standard deviation of 0.579, which indicates that there is a low dispersion of the data with respect to the average value. The results show that age, the level of study and gender are aspects related to customers' preferences in the use of Facebook. It is concluded that Facebook's social network has become a valuable digital marketing tool and the RZR Hotel must innovate in the network, to boost communication with customers and exploit other benefits offered by Facebook, such as segmentation, branding, online reputation and traffic generation.

This study focuses on the legal system applicable to internet service providers. They are essential to the operation and management of internet activity and serve as a link between the network and its users, ensuring the provision of various client needs. Therefore, they are subject to several legislations, including the Algerian legislation. This can be observed in Law 04-09, which regulates them and includes specific provisions aimed at preventing and fighting crimes related to information technology and communication. This topic aims to explore the legal provisions and guidelines governing internet service providers and their responsibilities toward their clients under this law. The study has yielded a number of results, the foremost among which is that the Algerian legislator has been unable to fully address the legal aspects of Internet service providers, particularly since he has not differentiated between them in terms of criminal liability within the limits of their involvement in providing Internet services.

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.

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]

The best way for a business to gather pertinent knowledge and apply it for the growth and sustainability of the firm is through communication with its customers. Companies must adapt to today's data, information, and knowledge-based economy. A company's ability to evolve depends on how strategically it uses its intangible resources to build its knowledge capital. Digital tools create new channels for client engagement and collaboration. The current study assesses how digital tools affect how businesses interact with their customers and how these tools help customers share knowledge with companies. This study updates knowledge management and customer knowledge management practices in a digital context and serves as an example of these practices. The study aims to address the absence of specific and valuable components in business practices that give them access to client knowledge. The study is conducted on a sample of 10 individuals, managers, and CEOs of Romanian enterprises, using the in-depth interview method. Data from the survey were analyzed and interpreted, and significant results were drawn by comparing them to prior research. The study emphasizes the value of digital tools for customer communication and the potential these platforms provide for gathering knowledge about, for, and from customers. The respondents stressed the significance of knowledge for both the growth of the company and the innovation process. Still, there needs to be more internal structures to manage this knowledge strategically and capitalize on it for the beginning of innovative business approaches. The study identifies the primary challenges to communicating via digital channels and suggests solutions to help companies acquire, share, and use customer data to its fullest potential. [ABSTRACT FROM AUTHOR]

The wine market is very competitive. It is relatively easy for new competitors to enter and there is increasing competition from spirits and beer producers. In addition, wine has begun to be produced in countries with no tradition of wine production, such as Sweden, Norway, Slovakia, and Poland. On such markets, consumers tend to have little experience and knowledge of wine. The aim of this publication is to identify the preferences of wine consumers in Poland and their significance for the management of wine businesses. The research method used was an indirect survey. An online survey was used as the research tool. The survey was carried out between June 2020 and March 2021. The questionnaire was completed by a total of 723 adults. The most popular places to buy wine were discount stores and supermarkets. More than 50% of respondents paid up to PLN 35 (EUR 8) for a bottle of wine. They also prefer quality wines. However, one in four consumers cannot tell the difference between regional, table, and quality wines. Among the various attributes of wine, the most important for consumers were the design of the label, the way the bottle was sealed, and the country of origin. The most important factors when buying wine were the type of wine (dry, semi-dry, semi-sweet, or sweet), value for money, and previous experience with wine. Wines from the countries with the largest wine production were preferred: Italy, Spain, and France. According to the study, consumers showed little interest in various wine novelties. [ABSTRACT FROM AUTHOR]

The article examines quantitative indicators of the functioning of the public procurement system in Ukraine. It is emphasized that in modern conditions of transformation of economic processes, public procurement is an effective tool for implementing economic policy and solving tactical and strategic tasks of the state. The development of the current system of public procurement in Ukraine is taking into account the consequences of the full-scale Russian invasion, the introduction of martial law, and the conduct of active hostilities on the territory of the country. It is emphasized that public procurement has an impact on the country's economy through the implementation of its functions. It is noted that despite the existing shortcomings, the system of public procurement can become an important lever for the development of the economy of Ukraine. Confirmation of the significance and perspective of public procurement in Ukraine is their dynamics. Comparative analysis shows that the volume of public procurement is increasing every year. However, martial law significantly affected the quantitative indicators of public procurement, especially in terms of the application of competitive procurement procedures. The number of both customers who make public purchases and participants who offer goods, works, and services has significantly decreased. Analysis of customer dynamics by region showed significant changes caused by the consequences of the full-scale invasion of Russia and hostilities on the territory of Ukraine. Attention was drawn to the fact that in 2022, compared to 2021, there was a change in the geography of the organizers in terms of the number of purchases made. During the research period, the largest number of lots belonged to participants representatives of small and medium-sized enterprises, and the smallest individuals. The specific weight of contracts concluded in 2022 with foreign participants is insignificant and amounts to 2.7% of the total number. Despite this, it is important that the system of public procurement in Ukraine, despite military operations, continues to develop. It was determined that the question of the next study of the value indicators of the functioning of the public procurement system in Ukraine is expedient and relevant. [ABSTRACT FROM AUTHOR]

In online loan services, there are many problems regarding disseminating personal data by online loan providers without notifying or asking permission from their customers. Related to this, legal protection for personal data in online loan services and sanctions for violations. The purpose of this paper is to find out legal protection. personal data of online loan customers. The method used is a normative legal method with an approach to facts and legislation. The results of the study show that legal protection and sanctions for violators of personal data in online loans have been stated in the regulation of the financial services authority No. 77/POJK.01/ 2016 concerning information technology-based lending and borrowing services, which is emphasized in article 26 that the organizer is obliged to be responsible for maintaining the confidentiality, integrity and availability of customer personal data and its use must obtain approval from the customer unless otherwise stipulated by the provisions of the law. Sanctions for violations of customer personal data are regulated in Article 47 paragraph (1), namely administrative sanctions in the form of written warnings, fines, obligation to pay certain money, restrictions on business activities and revocation of licenses. [ABSTRACT FROM AUTHOR]

Retailers use artificial intelligence (AI) to serve customers better. This study examines the role of chatbots in shaping attitudes of customers relating to usefulness, usability, and trust when shopping for groceries online. Automated conversational agents, or chatbots, not only understand customers, but also provide them product knowledge, and promote behavioral change. Chatbots, automated and cost-effective as they are, provide efficient first-level support because a human employee cannot answer the whole range of customer questions round the clock. For Analysis, Structural Equation Modeling (SEM) with the AMOS analysis programme version 23 is used in this investigation. The online questionnaire was circulated via Google forms (N-375) promoted on social media to respondents who are at least 18 years of age and have completed online transactions, selecting them using a sampling quota in the survey procedure. A novel model will be tested and compared to prior research. According to the study's findings, attitudes are significantly influenced by usefulness, usability, and trust, whereas attitudes have a major impact on decisions. However, it appears that trust has little impact on consumers' views about online purchasing. This conclusion could be yet more support for previous research that consistently claims that trust affects customer purchases. In the case of online purchasing, not only is the trust element important for customers to make a choice, but it also matters more than the attitude factor because attitude is a product of many different aspects. Significantly consumer confidence in internet retailers is the factor that most affects attitude. The quantitative investigation revealed that a deep majority of respondents were apprehensive about employing AI and online-retail (e-retail) chatbots, primarily due to concerns about their accuracy and security, but would like to seek the advice of chatbots for informative purposes. [ABSTRACT FROM AUTHOR]