This study investigates the effects of customer service quality (in installation, repair, and billing), brand-advertising expenditures, and real price competitiveness (RPC, price competitiveness adjusted for consumer confidence in the economy) on customer value among residential local telephone customers. Aggregate monthly data (over a 29-month period) for a company offering local telephone service are analyzed using hierarchical Prais–Winsten AR1 regression techniques incorporating appropriate lagged values of the predictors. Each of the predictors, interpreted on the margin, significantly impact perceptions of customer value relative to the company's telephone service. Principles of incidence and centrality as related to the analysis of incidence-based vs. general population measures are introduced. Theoretical and practical implications for the study and management of customer value are discussed.

The effects of customer service, branding, and price on the perceived value of local telephone service

The development and growth of every economy depend on the contributions of higher education. Universities are responsible for the generation and dissemination of knowledge in the socioeconomic benefits of a country. Service quality is vital for higher education institutions to remain competitive and growing. Higher educational institutions have seen the need to place a greater value on improving their activities to meet students’ perceptions and expectations to ensure satisfaction. Student satisfaction is vital in determining service quality at higher educational institutions. To have a competitive edge, higher institutions are required to build a stronger bond with students by providing the value for service delivery. The main purpose of this study is to assess student’s satisfaction with services provided at the School of Business, Valley View University. A cross-sectional adopted questionnaire survey involving 100 students were conducted using the SERVQUAL Model with five Service Quality dimensions: tangibles, reliability, responsiveness, empathy, and assurance. The data were analyzed with SPSS software in generating the mean and standard deviation and the regression results. The results of the study showed that service quality and its dimensions of assurance, tangible, and responsiveness provide at the School of Business were very satisfied, however, Empathy was moderately satisfied. Indicated that students had high expectations on services provided at the School of Business. It has also confirmed satisfaction can be 100% accounted for by service quality dimensions of Assurance, Tangible, Responsiveness, Reliability and Empathy. The study recommends that School of Business must attend to student’s needs by providing individual attention to solving the unique challenges of students.

https://hrmars.com/papers_submitted/7923/the-impact-of-service-quality-on-students-satisfaction.pdf

The Impact of Service Quality on Students’ Satisfaction

Prace se zabýva využitim webove analytiky a dalsich metod poznavani zakazniků, ktere mohou pomoci i malým a střednim podnikům jako významne nastroje pro podporu rozhodovani, a diky tomu dosahnout lepsich obchodnich výsledků v oblasti elektronickeho obchodovani. Hlavnim cilem prace je navrhnout a ověřit možnosti využiti pokrocilých metod webove analytiky v zakaznicky orientovane male firmě. V teoreticke casti je provedena reserse soucasneho stavu řeseni tematu webove analytiky, jsou popsany podminky malých a střednich podniků, je provedena analýza trhu řeseni vhodných pro urcený segment firem a je diskutovana aplikovatelnost různých metod a nastrojů webove analytiky v zavislosti na modelu zralosti firmy. V prakticke casti prace jsou sepsana konkretni doporuceni pro firmu Baushop s.r.o. ziskana z pilotniho projektu. Tento projekt zahrnuje vstupni business analýzu a užiti analytických nastrojů zaměřených k optimalizaci marketingových kampani a vztahům se zakazniky. Jsou popsany konkretni prace s daty, diskutovany způsoby analyzovani a uvedeny podklady pro tvorbu doporuceni ke změně internetových stranek a marketingových kampani spolecnosti.

Webová analytika v malých a středních firmách

This article aims to explore the theoretical knowledge of customer relationship management (CRM) and its operating principle, so it allows finding issues that need to be addressed in the following primary research. That is why this article examines the development of CRM definitions, from their very beginning in the 90’s of the 20 th century to the present. On this development, the authors describe the change in the approach to CRM. Furthermore, the article describes the application architecture of CRM, i.e. analytical, operational and collaborative CRM, and provides an example of their practical operation. Authors also mention advantages and disadvantages that are coupled with CRM. The last part of this article is devoted to reflection on the situation of small and medium enterprises, whether they even have the opportunity to implement CRM. In conclusion the authors summarize the key points arising from the theory, which should be included in a questionnaire. Introduction Marketing is a very dynamic discipline that constantly reacts to impulses of social-economic shifts and to needs of various entrepreneurial subjects. Successful can be only those companies that actively apply marketing approach to the market. Clearly stated marketing philosophy, thorough knowledge of the market, organization subject to a marketing strategy and sufficient timing advance in decision making are absolutely necessary for a company to operate in the EU market environment. Different companies though have different prerequisites, conditions and possibilities to utilize this approach fully and effectively. One of the limiting factors is the size of a company. Important parts of economical infrastructure of developed countries are small and medium sized enterprises that have fundamental influence on their entrepreneurial environment.

/pdf/customer-relationship-management-theory-and-principles-22463h0mvy.pdf

Customer relationship management - theory and principles

The study has a two-fold purpose: first, to identify the enablers of partnering agility in higher education, and, second, to analyze the interplay between the enablers.,Total interpretive structural modelling (TISM) was used to construct a theoretical model of partnering agility enablers, and cross-impact matrix multiplication applied to classification (MICMAC) analysis was used to rank and segregate the enablers into independent, autonomous, dependent and linkage zones on the basis of their driving and dependence power.,The study helped in identifying eight enablers that can be instrumental in driving partnering agility in higher education. According to the TISM model, clarity on roles and responsibilities of partners was found to be the most crucial and vital enabler followed by resource sharing.,The conceptual model provides a new direction on how to develop and strengthen higher education partnerships. The model has prioritized all the crucial enablers that the management can work around in order to drive partnering agility in higher education institutions.,Studies in the past have majorly focused on academia–industry partnerships. This research has tried to provide a comprehensive view of the enablers and the multidirectional interplay between the enablers that can facilitate partnerships between academia and industry, Indian and international universities, and academia and community.

Enablers facilitating industry-academia, transnational education and university-community partnering agility in higher education

CRM : řízení vztahů se zákazníky.

Universities have to face many changes in the sector of higher education caused by the current dynamic development in this sector. With the decline in state support, increased competition and unfavourable demographic progress, universities are forced to establish and improve their relationships with new and existing stakeholders. Research on relationships among universities and stakeholders has historically focused on the different factors and their influence on improving stakeholder satisfaction with the quality of university services and on strengthening cooperation. Some studies are focused on stakeholders' classification according to their importance for higher education institutions. However, there are fewer scientific studies which concentrate on the intricacies of managing stakeholder satisfaction according to key areas of Universities. This study aims to design a conceptual scheme for managing stakeholder satisfaction depending on the importance of stakeholders in the key fields of Universities. The research was done in three steps. As the first stage, university stakeholders were identified via interview. In the second stage, the following key fields relating to university activities were identified via focus group - education, science and research, premises and technology. In the third stage, the importance of the particular stakeholders was identified for the fields mentioned in the stage two. In order to gain the necessary information, a set interview method was chosen. Native students were identified as the most important stakeholder for the field - education, academic staff as the most important for the field - research and development and enterprises as the most important stakeholder for the field - premises and equipment. The results of the research conducted provided the authors with a convenient base for formulating the conceptual scheme for managing stakeholder universities' satisfaction.

The Conceptual Scheme for Managing University Stakeholders’ Satisfaction

Objective of the research described in this article is to make an analysis of the usage of marketing communication using both traditional Internet communication channels as well as Social Media Networks by the Czech companies. Primary research was made through on-line questionnaire. Companies across the branches and size categories within the Czech economy were addressed. Companies were selected from the www.firmy.cz portal. Only companies with their own web domain were addressed. The typical respondents were mostly from middle management, especially managers from the marketing or commercial departments. The final number of questionnaire respondents covered in the research is 1009. The main research method was questioning. The questionnaire consisted of three sections with the scale answer questions mainly. Google Refine was used for data processing and Microsoft Excel for statistical processing and graphic outputs of the research. Evaluated results show significant gaps in usage of Internet communication tools in marketing of Czech companies and also deficiency between clear understanding of the respondents how Social Media should be used in marketing communication and real use in the companies. This deficiency was statistically tested and relation between respondents' perception of the importance of Social Media use for bidirectional communication with stakeholders and non-use of Social Media for bidirectional communication with stakeholders by respondents' company was confirmed.

Research on Czech firms’ marketing communication based on social media networks

This paper deals with the issue of optimal price determination. Price determination is a matter of high importance in both the academic community and managerial practices. The aim of the paper is to present a novel method of price determination based on reference price. The method presented is inspired by a fuzzy sets graphical interpretation and provides an alternative approach to the standard product price determination problem. It uses the satisfaction of customers as well as product sellers to find the optimal price for particular market. The method is based on two fundamental steps. First the method of product perception for a single customer is developed and then the method for the whole market is derived. The individual changing trend of customers` willingness to pay at each price level constitutes the essence of the method presented. The application of the suggested method is presented via empirical data obtained from the snowboard market. The results have a direct impact on managerial decision-making of the seller in terms of pricing. The resultant price given by the analysis conducted through the suggested method allows sellers to maximize the revenues related to a particular product. Moreover if the seller’s goal is not to maximize revenues, but to achieve maximal market share, the price should be the same as the optimal willingness to pay price. These conclusions are explicitly mentioned in order to demonstrate that the suggested approach allows the definition of custom objectives by the seller.DOI: http://dx.doi.org/10.5755/j01.ee.29.1.18281

/pdf/novel-method-of-price-determination-based-on-reference-price-5eds610v3m.pdf

Novel Method of Price Determination based on Reference Price

Objective of the research described in this article is to analyze and compare the use of social media communication channels in Czech, Slovak and Swiss product innovation oriented companies, where Swiss set of the companies is used as a benchmark. Primary research was made through manual activity scanning of the selected companies within social media. European company database Amadeus provided by Bureau van Dijk was used for the company selection in all three countries under the same search criteria. There were made two research sets of the companies in each country. One set covers top turnover product innovation oriented companies, second set avoided product innovation orientation search criteria and covers top companies by turnover in the respective country. Each particular sample set covered 74 to 100 companies.Activities of the selected companies on Facebook, YouTube, Twitter, Google+ and LinkedIn were manually scanned and particular metrics were scaled. Microsoft Excel was used for storing, statistical processing and graphic outputs of the research. Evaluated results show significant gaps in use of social media communication tools in Czech and Slovak companies comparing to Swiss benchmark. It has been also confirmed that social media communication activity in product innovation oriented companies is equal to other companies. The hypotheses were statistically tested and results confirmed.

Comparison of Czech, Slovak and Swiss Product Innovation Oriented Firms’ Communication in Social Media

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