This study sets out to validate that a Customer Relationship Management system is an enhancing factor in the sustainability of the short-term insurance broker’s business. This objective frolm the fact that very few brokers utilize a complete and integrated Customer Relationship System that could enable them to use the data and information they hold in an effective and sustainable manner. For this reason a primary objective was developed and from this secondary objectives supporting the key issues in Customer Relationship Management systems, sustainability, use ability, interphase, security and integration ability. An empirical study was conducted and a detailed representation of the facts and key issues to the problem statement was analysed. Various detailed analogies were created from which accurate and reliable deductions were derived. A sample population of bona-fide independent short-term brokers in the North-West province of South Africa were compiled by employing strict discriminatory criteria. A questionnaire was developed that tests the key aspects. The questionnaire used key demographic questions, while the component specific questions employed a Likert scale. A total of 75 questionnaires were distributed and 61 were received back that could be used for statistical analysis. Results from the research indicated that the factors contributing to Customer Relationship Management are cost and value enhancing. These factors signify sustainability and that a CRM system can deliver, user interphase, cloud computing, data security and system integration ability. The findings developed in a key conclusion shows that not only is Customer Relationship Management a key factor to sustainability, but it is an emerging factor of Customer Resource Management as well. A secondary finding is that most brokers have some sort of Customer Relationship Management system, but they do not know what they have and how to utilize it to the full. / MBA, North-West University, Potchefstroom Campus, 2014

This study sets out to validate that a Customer Relationship Management system is an enhancing factor in the sustainability of the short-term insurance broker’s business. This objective frolm the fact that very few brokers utilize a complete and integrated Customer Relationship System that could enable them to use the data and information they hold in an effective and sustainable manner. For this reason a primary objective was developed and from this secondary objectives supporting the key issues in Customer Relationship Management systems, sustainability, use ability, interphase, security and integration ability. An empirical study was conducted and a detailed representation of the facts and key issues to the problem statement was analysed. Various detailed analogies were created from which accurate and reliable deductions were derived. A sample population of bona-fide independent short-term brokers in the North-West province of South Africa were compiled by employing strict discriminatory criteria. A questionnaire was developed that tests the key aspects. The questionnaire used key demographic questions, while the component specific questions employed a Likert scale. A total of 75 questionnaires were distributed and 61 were received back that could be used for statistical analysis. Results from the research indicated that the factors contributing to Customer Relationship Management are cost and value enhancing. These factors signify sustainability and that a CRM system can deliver, user interphase, cloud computing, data security and system integration ability. The findings developed in a key conclusion shows that not only is Customer Relationship Management a key factor to sustainability, but it is an emerging factor of Customer Resource Management as well. A secondary finding is that most brokers have some sort of Customer Relationship Management system, but they do not know what they have and how to utilize it to the full. / MBA, North-West University, Potchefstroom Campus, 2014

This thesis consists of two essays. Both essays are related to customer base concentration. In the first essay, I examine the impact of customer base concentration on selling, general, and administrative (SG&A) costs stickiness. With a sample of 65,549 firm-year observations from 9,460 unique firms on the US market from 1980 to 2012, I find that concentrated customer base accentuates SG&A costs stickiness, even after controlling for related variables such as asset intensity, employee intensity, firm size and firm age. Further findings indicate that the positive association between customer base concentration and SG&A costs stickiness is enhanced if supplier firms are in durable industry (SIC 3400-3990), or have more relationship-specific investments, but weakened if the duration of the relationship between a supplier firm and its customer base is longer. The findings are robust to alternative measures of major variables and to alternative testing models. In the second essay, I examine the impact of customer base concentration on investment efficiency. With a sample of 57,852 firm-year observations from 12,123 unique firms on the US market from 1980 to 2013, I find that concentrated customer base is positively associated with investment efficiency improvement. The findings are evidenced by the testing results that concentrated customer base strengthens the positive association between investment activities and investment opportunities. From shareholders’ perspective, concentrated customer base also strengthens the contribution of investment expenditure to shareholders’ value. In addition, I find that the positive association between customer base concentration and investment efficiency is influenced by some salient features of the supplier-customer relationship. Generally, such association is more pronounced if the supplier firm’s industry share is larger; if the supplier firm relationship-specific investment is greater; and if the supplier-customer relationship is longer. The findings are robust to a number of sensitivity tests. Keywords: customer base concentration; SG&A costs stickiness; investment efficiency; agency problem; information asymmetry

"January 2002" Includes bibliographical references: (p. 31-34). The primary purpose of this study is to develop a framework for identifying the primary drivers of the costs of being customer responsive. The authors' aim is to develop an understanding of the causal drivers of the costs of responsiveness as these costs are considered to be an important input to strategic and tactical decisions. In developing this framework, the paper links the characteristics of responsive manufacturing from the operations management literature with the insights from studies in the accounting literature relating to the drivers of cost. The paper attempts to model the cost impact when a firm responds to ad hoc demands involving the product customization, variation in product mix, or changes to delivery schedules. The costs emerge as a function of the type of responsiveness and the resource capacity management strategy implemented by the firm. The magnitude and dynamics of market demands and firm response, as well as the inherent flexibility of the firm's resources are seen as influencing the magnitude of the costs of responsiveness. disper

University of Technology, Sydney. Faculty of Business. / Customer contact personnel (CCP) are recognised as a key determinant in the attainment of customer satisfaction and service quality. While they are readily acknowledged as often representing the service in the eyes of the customer, almost no attention has been given to researching the determinants of service behaviour among CCP, from the perspective of CCP. The work of Shamir (1980), over fifteen years ago, acted as a catalyst for the development of the conceptual model of this thesis. Of particular interest was the inclusion of the first empirical examination of propositions concerning relative status and role conflict. The conceptual model of this thesis extended and developed this work by representing relative status as two constructs, perceived self-status and perceived recognition status, then further, developed the discussion to include the dependent variable of this thesis, service behaviour. Additionally, the conceptual model included other key variables suggested by the literature (uniform perceptions and customer orientation), that directly and indirectly influence service behaviour. Airline flight attendants were considered suitable respondents for this research as they hold a high boundary spanning position. The useable data from the survey of 446 respondents represented a 36% response rate. The data analysis undertaken included path analysis and structural equation modelling. Investigation of the data found that greater insight and better managerial diagnostics could be obtained by splitting the sample dependent on the relative status perspective respondents held concerning their perceived self-status, and refining the conceptual model by dividing the dependent variable, service behaviour, into positive and negative service behaviour. The research findings indicated that the customer orientation of CCP had the greatest influence on service behaviour. Importantly, perceived self-status had a moderating influence on service behaviour, with the direction dependent on the status perspective of `not superior' or `superior'. All other variables of the model were generally found to have significant direct or indirect effects on service behaviour, again influenced by direction if they were mediated through perceived self-status. The structural equation modelling also provided acceptable fits to the data. Although, the study examined relationships that essentially had never previously been empirically tested and therefore, in their research infancy, the findings considerably aid our understanding of antecedents of service behaviour among CCP. Further, the findings have significant implications for management in service organisations where their frontline service personnel occupy a service role that is considered subordinate, both to the customer and the company.

The relationship between customer satisfaction and firm profitability has received varying attention in the research literature. Customer satisfaction itself has been thoroughly investigated and a number of possible attributes identified. A linkage between customer satisfaction and repurchase intention has been shown to exist, though little research has been completed on actual repurchase, while recent research has shown a linkage between customer retention and revenue. If the research on these component parts is added together, it suggests a direct linkage between attributes of customer satisfaction and firm revenue, implying that firm revenue may be increased by identifying and improving key attributes of customer satisfaction.

<p><strong>Date</strong>                                   </p><p>2009-09-07</p><p><strong>Program</strong>                           </p><p>MIMA – Master of International Marketing</p><p><strong>Course Name</strong>                   </p><p>EFO705 Master Thesis</p><p><strong>Title</strong>                                   </p><p>From Core Values to Customer Satisfaction: Ericsson in Kazakhstan</p><p><strong>Authors</strong>                             </p><p>Dalila Aitpayeva (Västerås), Dejan Mandic (Göteborg)</p><p><strong>Supervisor</strong>                        </p><p>Joakim Netz </p><p><strong>Problem                           </strong></p><p>How can a company deploy its core values into customer relations to increase customers’ satisfaction?</p><p><strong>Purpose</strong>                             </p><p>The purpose of this study is to explore how company’s core values can interact with customer’ expectations and as embedded in the customer relation make impact on the customer satisfaction.</p><p><strong>Method                            </strong><strong>  </strong></p><p>Inductive research was used for data collection and analysis because the study is explorative in nature and therefore based on interviews and document analysis. Interviews were conducted with Ericsson’s managers and their customers in Kazakhstan.<strong> </strong></p><p><strong>Findings                             </strong></p><p>Findings resulted from this study indicate that strong direct relationship exist among core values of service providers and expectations of their customers.<strong>        </strong><strong></strong></p><p><strong>Conclusion                         </strong></p><p>Ericsson’s core values: professionalism, respect, and perseverance are constantly integrated in Ericsson daily business operations. Commitment to its customers, willingness to share knowledge and continuous offering of new technologies are best examples of that integration. Ericsson’s unique and professional service offerings meet and in many cases exceed high customer expectations and ultimately satisfy its customers in Kazakhstan.</p><p><strong> </strong></p>

Date                                    2009-09-07 Program                            MIMA – Master of International Marketing Course Name                    EFO705 Master Thesis Title                                    From Core Values to Customer Satisfaction: Ericsson in Kazakhstan Authors                              Dalila Aitpayeva (Västerås), Dejan Mandic (Göteborg) Supervisor                         Joakim Netz  Problem                            How can a company deploy its core values into customer relations to increase customers’ satisfaction? Purpose                              The purpose of this study is to explore how company’s core values can interact with customer’ expectations and as embedded in the customer relation make impact on the customer satisfaction. Method                              Inductive research was used for data collection and analysis because the study is explorative in nature and therefore based on interviews and document analysis. Interviews were conducted with Ericsson’s managers and their customers in Kazakhstan.  Findings                             Findings resulted from this study indicate that strong direct relationship exist among core values of service providers and expectations of their customers.        Conclusion                         Ericsson’s core values: professionalism, respect, and perseverance are constantly integrated in Ericsson daily business operations. Commitment to its customers, willingness to share knowledge and continuous offering of new technologies are best examples of that integration. Ericsson’s unique and professional service offerings meet and in many cases exceed high customer expectations and ultimately satisfy its customers in Kazakhstan.

More and more companies are faced with fierce competition; ergo, companies are consistently trying to build a long term relationships with their customer. In addition, a decade ago, relationship marketing gained more and more credibility among the companies and is still a topic of discussion today. Therefore, this study is aimed to describe how service firms can use relationship marketing as a strategy to develop customer satisfaction.   A theoretical framework has been developed derived from a review of the existing literature in order to describe how service firms can use relationship marketing as a strategy to develop customer satisfaction. Five different tactics have been empirically investigated, namely the service quality, brand image, price perception, value offers and communication. A qualitative method has been chosen for this study. Three different companies have been studied within the banking sector and have been led by an inductive and deductive approach which will aim to investigate the aforementioned theoretical framework.   The analysis of the empirical findings exposed and discovered some relevant findings. Indeed, empirical evidence suggests that four main customer relationship tactics have a role on customer satisfaction and trust; namely the service quality, the brand image, the price perception and the human capital. These tactics have been identified as having a crucial role on gaining customer satisfaction.

In the midst of stiff and fierce competition and increased number of grocery retail outlets providing a variety of products, customers have become accustomed to patronizing multiple outlets. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of business strategies. Therefore it has become important for grocery retail stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels of customers in supermarkets. Data was collected from three supermarkets in Visby, Gotland. The study examined the importance of overall dimensions and specific elements of customer satisfaction towards the measurement of satisfaction levels. In addition, comparative analysis was conducted between the three relative grocery stores. Customer satisfaction levels were measured. The highest percentage of customers of the whole sample belonged to medium level of satisfaction. The statistical result concluded that customers of ICA Nära and customers of ICA were higher satisfied than those of Coop Forum. The results showed that customers felt satisfied with Location, Staff courtesy and Reliability of supermarkets as the top aspects that drive satisfaction while additional services were ranked lowest. Due to these results, the impact of these attributes on Customer satisfaction must not be underestimated.