Similar Search Results

Carbon Capture and Storage (CCS) Technologies and Economic Investment Opportunities in the UK

Chevallier, Julien - HAL - 2010

This article reviews the role played by carbon and capture (CCS) technologies in order to facilitate the transition to low-carbon emitting technologies in the medium term. More precisely, we address the following central questions: how will the development of CCS technologies impact energy...

Persistent link: https://www.econbiz.de/10008793630

Does Customer Satisfaction lead to Accurate Earnings Forecasts?

Casta, Jean-François; Ramond, Olivier; Ngobo, Paul-Valentin - HAL - 2009

This paper examines the usefulness of customer satisfaction to analysts when preparing their earnings forecasts. We draw on theory in marketing to predict how customer satisfaction should be associated with earnings forecasts and forecast errors. We assembled a dataset of companies studied in...

Persistent link: https://www.econbiz.de/10010535374

Optimizing the date of an upgrading investment in a data network

Morlot, Frédéric; Fourestié, Benoît; Elayoubi, … - HAL - 2007

Due to the introduction of new services, the volume of data transferred in mobile networks is rapidly growing and operators periodically face the necessity to upgrade their network. Such upgrades allow them to increase the capacity and provide adequate Quality of Service (QoS). In this paper we...

Persistent link: https://www.econbiz.de/10009323275

Comment optimiser l'achat de transport à valeur ajoutée ? Le cas de Roche Diagnostics France

Fanget, Coralie - HAL - 2013

Une entreprise qui fonde sa stratégie sur la différenciation par le haut se doit de respecter un certain nombre d'engagements permettant de légitimer sa position. En effet, sur un marché concurrentiel, un positionnement haut de gamme doit pouvoir se justifier aux yeux des clients par une...

Persistent link: https://www.econbiz.de/10010898934

Is customer satisfaction a relevant metric for financial analysts?

Ngobo, Paul-Valentin; Casta, Jean-François; Ramond, Olivier - HAL - 2012

This study examines the effects of customer satisfaction on analysts' earnings forecast errors. Based on a sample of analysts following companies measured by the American Customer Satisfaction Index (ACSI), we find that customer satisfaction reduces earnings forecast errors. However, analysts...

Persistent link: https://www.econbiz.de/10010899211

Service quality planning for freight distribution with time windows in large networks

Deflorio, Francesco P.; Gonzalez-Feliu, Jesus; Tadei, … - HAL - 2009

This paper introduces a methodology whose aim is to evaluate how the quality of a freight distribution service with time windows, which operates on a given road network to satisfy a number of requests, affects the total cost of the distribution service . The result of a service quality setting,...

Persistent link: https://www.econbiz.de/10010899836

Internal marketing as a new alternative for the service employees' performance: an empirical study

Bellaouaied, Myriam; Gam, Abdelkader - HAL - 2011

The increasing importance of relational marketing in the service sector as underlined by several authors and particularly by Berry (1983) culminates in a new marketing orientation toward internal marketing, even suggesting a significant impact of the latter on service quality perception. Several...

Persistent link: https://www.econbiz.de/10011025838

Front-line Employee versus Customer Perceptions of Quality Attributes

Julien, Anne; Tsoni, Christina - HAL - 2013

In order to improve the quality of service co-production, both academics and managers have pointed out the pivotal role of front-line employees (FLEs) in improving the service experience. Few studies, however, have simultaneously examined the quality perceptions of each group. Do FLEs perceive...

Persistent link: https://www.econbiz.de/10011026035

RELATIONSHIP MARKETING OF SERVICES: AN ANALYSIS OF SERVICE QUALITY AND SERVICE ENCOUNTERS THROUGH RELATIONAL NORMS -A DYADIC APPROACH BETWEEN BANK ACCOUNT MANAGERS AND SMES -

Prim-Allaz, Isabelle - HAL - 1999

nature and importance of bank-client relationships (Schell, 1996). Directors or treasurers of companies often recognize that … their relationship is with the bank account manager, rather than with the bank (Wood & al., 1995). This is the reason why … relationship between a bank and its clients; • there was a need to confirm the reality of the relational norms as defined by …

Persistent link: https://www.econbiz.de/10008790421

The quality process as a management tool for public transport operators. The example of the EFQM Model through the franchise bidding process in the United Kingdom

Piraux, Jérémy - HAL - 2008

The quality process is a fashionable concept in public transport. Operators try to improve service quality and customer satisfaction, while public authorities impose the implementation of new quality processes in franchise contracts. EFQM differs from other quality models because of its global...

Persistent link: https://www.econbiz.de/10008792823