Service standards communication and servant leadership are both important mechanisms to improve an organization＇s service process. Therefore, they are likely to affect strategic competence and customer orientation sk...Service standards communication and servant leadership are both important mechanisms to improve an organization＇s service process. Therefore, they are likely to affect strategic competence and customer orientation skills of organizations. In this research, customer orientation and strategic competence are undertaken in relation with servant leadership and service standards communication, using a sample of 106 Turkish firms＇ executive assistants. The results prove that service standards communication and servant leadership have a strong positive relationship with both strategic competence and customer orientation.展开更多
During last two decades a shift in marketing, corporate strategy, organizational, and market dynamics has been recorded. A series of corporate scandals like ENRON and others has shown that corporations have a signific...During last two decades a shift in marketing, corporate strategy, organizational, and market dynamics has been recorded. A series of corporate scandals like ENRON and others has shown that corporations have a significant impact on a number of stakeholders and particularly customers. The notion that the customers can shift from one product or service provider to the other may not be as valid as some theories suggest. The markets are not perfect mechanisms and customers are not rational decision makers. Although marketing has introduced the corporate culture--the customer-centric approach, the results are not as positive as they should be. The paper shows that marketing and corporate governance systems have many common elements and in fact they can be complementary in practice and theory. To establish the connection-correlation between them, the author is going to review the literature from both disciplines. As a next step, an analysis of impact of the customer as a party that has an interest in the firm is going to take place. Finally, two examples of this impact will depict the importance of a change in scope----goal, strategy, and practices used by both disciplines in achieving the firm＇s mission and goals. The author shows that both can be benefit from the integration of mechanisms, principles, and practices used by the marketing and corporate governance. The paper is the first step to create a theoretical convergence framework for these disciplines that seem completely separate. Marketing and corporate governance specialists and theorists may design a more comprehensive and holistic approach to customer that is more customer friendly, more long term and establishes a more successful and value creation （for both the customer and the corporation） relationship.展开更多
The recent trend in tourism marketing is focus on customer relationship management. Tourism industry today is one of the highest revenue generating industry and strategic approach for sustainable development of this i...The recent trend in tourism marketing is focus on customer relationship management. Tourism industry today is one of the highest revenue generating industry and strategic approach for sustainable development of this industry hosts benefits not only for the tourism related stakeholders but also the community and economy on the whole. Oman is one of the most preferred destinations for the tourists especially after the declaration of Muscat, Arab tourism Capital for 2012. Thus to materialize this honor and position, the scientific study and analysis of tourist behavior will help to predict the future trend of tourism and will give direction for effort investment. This work presents a novel strategy to identify, analyze and highlights the main tourist behavioral factors that could increase tourists＇ loyalty to a specific destination or agency. The analytical TSS （tourism support system） will also classify customers into two categories--first category will be classified as ＂LT （loyal tourists）＂ and second category as ＂NLT （non-loyal tourists）＂. Dataset is collected from a tourism business organization. Twenty-four attributes and 545 instances were collected and were analyzed by algorithms like logistics, forest of random trees, naive Bayes, J48 and Id3. The explanatory variables were defined, and some transformations were done to identify the response variable. Entropy was used and adapted in order to find the response variable from the explanatory variables. The results obtained from this work confirm that the generated rules can be used for future prediction and tourism business can be improved and efforts can be directed in right place for the right consumer resulting in high return on investment.展开更多
In order to achieve high quality that not only gives acceptable return value to society but also satisfies the needs of all the stakeholders of infrastructure projects, comprehensive understanding of issues pertaining...In order to achieve high quality that not only gives acceptable return value to society but also satisfies the needs of all the stakeholders of infrastructure projects, comprehensive understanding of issues pertaining to the quality of the project is needed. The aim of this study is to provide an overview the most common procurement methods used in constructing infrastructure transport projects and analyze how these methods contribute to the desired quality of the final product in relation to client competence. An on-line survey of construction actors was carried out to ascertain quality level of Swedish infrastructure transport projects and determinant factors of quality problems. An equal number of respondents indicated that the quality of infrastructure projects has either increased or remained same level over the past twenty years. Respondents also pointed out lack of client competence that is vital in realizing the desired quality level through proper procurement, monitoring and evaluation procedures. Public clients heavily rely on traditional design-build procurement that requires considerable client involvement of a project. Thus, the association of quality problems and lack of client competence may not be a mere coincidence but an overlooked outcome of current situation.展开更多
文摘Service standards communication and servant leadership are both important mechanisms to improve an organization＇s service process. Therefore, they are likely to affect strategic competence and customer orientation skills of organizations. In this research, customer orientation and strategic competence are undertaken in relation with servant leadership and service standards communication, using a sample of 106 Turkish firms＇ executive assistants. The results prove that service standards communication and servant leadership have a strong positive relationship with both strategic competence and customer orientation.
文摘During last two decades a shift in marketing, corporate strategy, organizational, and market dynamics has been recorded. A series of corporate scandals like ENRON and others has shown that corporations have a significant impact on a number of stakeholders and particularly customers. The notion that the customers can shift from one product or service provider to the other may not be as valid as some theories suggest. The markets are not perfect mechanisms and customers are not rational decision makers. Although marketing has introduced the corporate culture--the customer-centric approach, the results are not as positive as they should be. The paper shows that marketing and corporate governance systems have many common elements and in fact they can be complementary in practice and theory. To establish the connection-correlation between them, the author is going to review the literature from both disciplines. As a next step, an analysis of impact of the customer as a party that has an interest in the firm is going to take place. Finally, two examples of this impact will depict the importance of a change in scope----goal, strategy, and practices used by both disciplines in achieving the firm＇s mission and goals. The author shows that both can be benefit from the integration of mechanisms, principles, and practices used by the marketing and corporate governance. The paper is the first step to create a theoretical convergence framework for these disciplines that seem completely separate. Marketing and corporate governance specialists and theorists may design a more comprehensive and holistic approach to customer that is more customer friendly, more long term and establishes a more successful and value creation （for both the customer and the corporation） relationship.
文摘The recent trend in tourism marketing is focus on customer relationship management. Tourism industry today is one of the highest revenue generating industry and strategic approach for sustainable development of this industry hosts benefits not only for the tourism related stakeholders but also the community and economy on the whole. Oman is one of the most preferred destinations for the tourists especially after the declaration of Muscat, Arab tourism Capital for 2012. Thus to materialize this honor and position, the scientific study and analysis of tourist behavior will help to predict the future trend of tourism and will give direction for effort investment. This work presents a novel strategy to identify, analyze and highlights the main tourist behavioral factors that could increase tourists＇ loyalty to a specific destination or agency. The analytical TSS （tourism support system） will also classify customers into two categories--first category will be classified as ＂LT （loyal tourists）＂ and second category as ＂NLT （non-loyal tourists）＂. Dataset is collected from a tourism business organization. Twenty-four attributes and 545 instances were collected and were analyzed by algorithms like logistics, forest of random trees, naive Bayes, J48 and Id3. The explanatory variables were defined, and some transformations were done to identify the response variable. Entropy was used and adapted in order to find the response variable from the explanatory variables. The results obtained from this work confirm that the generated rules can be used for future prediction and tourism business can be improved and efforts can be directed in right place for the right consumer resulting in high return on investment.
文摘In order to achieve high quality that not only gives acceptable return value to society but also satisfies the needs of all the stakeholders of infrastructure projects, comprehensive understanding of issues pertaining to the quality of the project is needed. The aim of this study is to provide an overview the most common procurement methods used in constructing infrastructure transport projects and analyze how these methods contribute to the desired quality of the final product in relation to client competence. An on-line survey of construction actors was carried out to ascertain quality level of Swedish infrastructure transport projects and determinant factors of quality problems. An equal number of respondents indicated that the quality of infrastructure projects has either increased or remained same level over the past twenty years. Respondents also pointed out lack of client competence that is vital in realizing the desired quality level through proper procurement, monitoring and evaluation procedures. Public clients heavily rely on traditional design-build procurement that requires considerable client involvement of a project. Thus, the association of quality problems and lack of client competence may not be a mere coincidence but an overlooked outcome of current situation.
