Assessing the impact of artificial intelligence on customer performance: a quantitative study using partial least squares methodology

The purpose of this research is to examine the impact of artificial intelligence(AI)on customer performance and identify the factors contributing to its effectiveness by employing a quantitative approach,specifically the partial least squares method,to test the hypotheses and explore the relationships between various variables.The findings indicate that effective business practices and successful AI assimilation have a positive impact on customer performance.Additionally,the results of this study provide valuable insights for both academic and practical communities.This study highlights the importance of specific variables,such as organizational and customer agility,customer experience,customer relationship quality,and customer performance in AI assimilation.By exploring these variables,it contributes significantly to the academic,managerial,and social aspects of AI and its impact on customer performance.

The Impact of Information Technology on Service Quality,Satisfaction,and Customer Relationship Management(Case Study:IT Organization Individuals)

Recent research and studies have shown that Information Technology(IT)has a significant impact on service quality,customer satisfaction,and customer relationship development.With the proliferation and penetration of technology in all aspects of life,organizations are responding to the implications and opportunities that IT creates in relation to customer services.The main objective of using information technology in organizations is to increase customer satisfaction,service quality,and customer relationship management,which the authors will focus on here.Enhancing service quality,improving customer satisfaction,and establishing close and sustainable customer relationships are key advantages of leveraging information technology in this field.This article examines the impact of information technology on service quality,customer satisfaction,and customer relationship development and provides strategies and models for organizations to improve customer satisfaction and establish closer connections with them through the use of information technology.Seventy individuals from the IT field were used to evaluate the proposed model.The proposed model was compared with three models:SEM,regression,and decision tree,and the results demonstrated better performance of this approach.

Data Mining in Customer Relationship Management in companies

More and more practice proves that focusing on customer needs is the key to business success.So studying on customer relationship management is very important for its implementation in enterprises.In recent years,data mining in customer relationship management(CRM) application has always been one of the hot spots.This paper shows the relevant methods of data mining application in CRM taking Telecom as an example.

Empirical Study of Brand-Customer Relationship Based on Customer Lock-In in Chinese Banking

The central construct of customer lock-in （CL） is measured and its role along with that of consumer loyalty in influencing the brand-customer relationship is tested. Using data collected from focus groups, a measurement model for CL is developed, and a structural equation model consisted based on literature review and our own theory is established. Moreover, the moderating effects of CL on the relationship between perceived value （PV） and brand relationship quality （BRQ） , as well as that between BRQ and brand loyalty （BL） based on data collected through a survey have been tested. Results indicate that consumer satisfaction is a critical factor in establishing brand-customer relationship, and the attitudinal brand loyalty is the key to obtain brand behavioral loyalty. Furthermore, CL tactics, such as decreasing consumers＇ learning cost and transactional cost facilitate the relationship building between customer and brand, while involuntary lock-in may have an adverse effect in the relationship building process. In addition, involuntary lock-in and loyalty program help in obtaining consumers＇ behavioral brand loyalty but not their attitudinal loyalty.

Customer Relationship Management to Customer Value&Customer Loyalty of Fixed Broadband:Study Case on Fixed Broadband Company in Indonesia

The increase of fixed broadband penetration can increase a country’s economic growth.Indonesian fixed broadband usage density still lags far behind other countries.This condition becomes a great opportunity for operators in marketing fixed broadband products.The different offers and services of each fixed broadband operator in Indonesia will have an impact on the ease of acquiring and maintaining customer loyalty levels.The unstable number of subscribers(unsubscribing/switch to other operator)is increasing year by year.This condition can be caused by customer value perceived by the customer that is inferior because the management of customer relationship management is less good.The method used is descriptive and explanatory.The unit of analysis is the last customer of four broadband operators in Indonesia.Time horizon is cross-sectional,where the research is conducted simultaneously.The survey data are collected from questionnaires to fixed broadband subscribers and through focus group discussions and interviews with managers related to the object study.Data are analyzed descriptively and quantitatively and this research uses quantitative research design using Structural Equation Modeling(SEM).The findings show that the effect of customer relationship management on customer loyalty through customer value is significant.

Study of Customer Relationship Asset Management from the People-oriented Perspective

With the advent of the knowledge economy and information age in the 21st century,the relationship between managers,the managed personnel,and customers has undergone tremendous changes.In order to meet the needs of the development of the times,the business management has gradually turned to the study of people,and humanistic management has become one of the important factors influencing the sustainable development of enterprises.This paper came up with people-oriented management approaches and countermeasures for enterprises from corporate culture,customer satisfaction and loyalty,balance sheet management,customer database establishment,and improvement of the rate of return of customer relationship assets.

Influence of Customer Relationship Marketing and Satisfaction of Customer Loyalty （Case Study： In Bank CIMB Niaga Lembong in Bandung）

The purpose of this study was to examine the theoretical basis in an effort to build the competitiveness of the banking services industry, particularly in terms of customer satisfaction and loyalty. This type of research uses explanatory research. The sampling method used a non-probability sampling, used purposive sampling technique that has become a customer for two years, used questionnaires to 100 respondents in Bandung bank customers. Measurement validity uses confirmatory factor analysis, while test reliability is calculated by Cronbach Alpha method. Analysis to test the hypothesis uses the path analysis. The findings illustrate a clear pattern of the dimensions of customer relationship marketing, satisfaction effect built, and several important findings including empirical verification mediating role overall customer satisfaction in the formation of loyalty attributes.

Digital Marketing Strategies for Effective Customer Relationship Management

Digital marketing is growing at a rapid rate.Nearly one in 10 Internet visits ends up at a social network;nearly one in four page views is on a social networking site,thus,making social networking a lucrative option for brand managers to market their brand and to create a brand identity.It is felt that people’s brand choices used to be heavily influenced by advertising.Today,this pattern is changing.Persons with access to computers,iPads,or smart phones now take time to reach the brands in a category,such as cars or TV,before making their final choice.Younger persons find it very easy to look up information about products on the Internet,ask their Facebook friends,attend to bloggers,and watch YouTube.Under this backdrop,this paper will address the various digital marketing strategies for effective customer relationship management.

Knowledge Management and Customer Relationship Management for Accounting Services Companies

By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience, companies have a greater ability today to establish nurture and sustain long-term customer relationships than ever before. The ultimate goal is to transform these relationships into greater profitability by increasing repeat purchase rates and reducing customer acquisition costs. Customer relationship management （CRM） has a significant potential to leverage an organization＇s performance, but it does not come without a clear sense of destination and typically without pain. For the research methodology we use the database of customers of a Romanian accounting services company Vulpoi ＆ Toader Management SRL, which is an important player in this market. The goal of our paper is to find out the link between knowledge management （KM） and CRM for this company and how these ＂innovations＂ contribute to increasing the value of the business.

Value judgment and reflection on the customer relationship management in domestic tourism projects

From the concept of the customer relationship, this article analyzes the current difticulties, and puts forward the value judg- ment and the optimal path of the customer relationship management in the domestic tourism projects. In order to make the discussion more concrete, this paper will take the ＂rural tourism projects in Phoenix City＂ as the object of study. Through the heterogeneity and coordina- tion, establish the value judgment, and the optimization measures under the reflection on the current situation can be constructed from four aspects.

Mining Profitability of Telecommunication Customers Using K-Means Clustering

Data mining is the powerful technique, which can be widely used for discovering the customers’ behaviors as well as customer’s preferences. As a result, it has been widely used in top level companies for evaluating their Customer Relationship Management (CRM) system today. In this study, a new K-means clustering method proposed to evaluate the cluster customers’ profitability in telecommunication industry in Sri Lanka. Furthermore, RFM model mainly used as an input variable for K-means clustering and distortion curve used to identify optimal number of initial clusters. Based on the results, telecommunication customers’ profitability in Sri Lanka mainly categorized into three levels.

Study on the Factors Driving the Loyalty of the Customers of a Third Party Mobile Payment Platform

. In this paper, the main driving factors affecting the customer loyalty of a third party mobile payment service were chosen by combining with the actual situation of the third party mobile payment service and customer spending habits in China. The assumed relations between all affecting factors and the customer loyalty of a third party mobile payment platform were proposed, and a model for studying customer loyalty was established and also a conclusion was made through the questionnaire survey analysis data. Finally, suggestions on improving the loyalty of the customers of a third party mobile payment platform are presented.

Management of Address Information to Improve Quality of Customer Contact

Customer relationship management systems are gaining importance in today's business environment since customer satisfaction is crucial to the success of an enterprise, and especially so in e-business environment where customers can find substitute suppliers quite easily. In CRM, the quality of customer information is very important, and the address information even more so. It is because the address information plays a major role for customer contact channel and for timely and effective marketing service. Furthermore, it gives the basic source of geographic information for the offline delivery, the terminal activity of the e-commerce. In this study, we analyze various standards and proposals for the address information, and propose data models for the management of the information focusing on address components, and proto-type systems for management and service.

Research of CRM Based on Customer Intelligence Engine

The discipline of business intelligence addresses a broad range of functional activities from data mining and statistical analysis to predictive modeling and reporting, and customer intelligence is the actionable output from an intelligence eco-system. In order to focus enterprise's attention on their customers satisfaction in the customer relationship management and make CRM system run more efficiently, a new concept of customer intelligence engine(CIE) is proposed at first time in the paper, the architecture of CIE is structured, the trigger of CIE is defined and described, the CIE-based CRM eco-system is also discussed.

旅游短视频营销对顾客融入的影响机制研究

以SIPS(sympathize-identify-participate-spread)模型为基础,对417名旅游短视频观看者进行问卷调查,通过实证研究构建旅游短视频营销对顾客融入的影响机制模型,旨在探索旅游目的地形象宣传的新方向和旅游短视频创作重点。研究发现:旅游短视频营销从传播内容、传播场景和传播主体3个方面正向影响顾客融入,顾客灵感具有部分中介作用;关系强度正向调节旅游短视频营销与顾客灵感的关系,旅游短视频营销通过顾客灵感正向影响顾客融入的间接效应,在高关系强度条件下更强烈。

供应商企业社会责任信息披露与客户稳定性

稳定的供应链关系对于经济安全平稳运行以及高质量发展意义重大,本文基于供应链关系视角考察了供应商的企业社会责任信息披露对客户稳定性的影响及其作用机理。实证结果发现:供应商企业社会责任信息披露质量与客户稳定性显著正相关,并且该影响在自愿性披露和民营企业样本中更加明显。机制检验表明,供应商企业社会责任信息披露主要通过提升信息透明度及改善公司治理来增强客户稳定性。本文将企业社会责任信息披露的经济后果拓展至供应链关系上,研究结论对供应商企业如何维护客户稳定性促进企业高质量发展具有一定启示意义。

文化相近与异地大客户关系的形成及其机制研究

中国“多元一体”的文化格局对跨地区供应链关系形成了隐性壁垒,而两地间的文化相近有助于异地大客户关系的形成与发展。方言距离体现了两地的文化相近程度,方言距离越小,上市公司对该地区大客户的销售占比越高;作用机制在于文化相近提高了公司与客户间的信息交流、促进了信任和认同、提供了先天性的社会资本积累。文化相近的作用存在异质性,在非国有控股上市公司、非国有客户和资产规模较小的上市公司中作用更显著。文化相近对于大客户关系的促进作用依赖于完善的外部正式制度环境,在契约环境较好和市场化程度较高的地区,其作用更显著。最后,文化相近的大客户关系的稳定性更高。

供应链关系对企业数字化转型的影响分析——基于空间滞后模型和门槛效应模型的实证研究

供应链关系反映了企业对供应商和客户的依赖程度,企业应当将供应链管理作为其核心战略,并根据供应链结构特点有针对性地进行数字化转型。选取中国2015—2021年间A股制造业上市公司为样本,采用空间滞后模型和门槛效应模型探究供应链关系对企业数字化转型的影响。研究发现:企业数字化转型具有空间溢出效应,供应商集中度整体上抑制企业数字化转型,客户集中度整体上对企业数字化转型无显著影响。同时,供应商集中度对企业数字化转型的影响存在单门槛效应,当供应商集中度小于门槛值时,促进企业数字化转型,当大于门槛值时,将阻碍企业数字化转型;客户集中度对企业数字化转型的影响存在单门槛效应,越过门槛值后,对企业数字化转型的抑制作用减缓。研究结果表明,为了应对市场的不确定性,企业建立灵活的供应链关系有助于推动数字化转型。

客户关系管理在护理服务中的应用进展

本文综述了客户关系管理理论和信息化平台构建的研究进展,分析了其在护理领域的应用现况,并对未来的发展趋势提出设想,为改进护理服务模式提供新的思路,并为实施以患者需求为中心的服务提供建议。