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Monitoring and Improving Greek Banking Services Using Bayesian Networks: an Analysis of Mystery Shopping Data

Tarantola, Claudia; Vicard, Paola; Ntzoufras, Ioannis - 2012

Mystery shopping is a well known marketing technique used by companies and marketing analysts to measure quality of service, and gather information about products and services. In this article, we analyse data from mystery shopping surveys via Bayesian networks in order to examine and evaluate...

Persistent link: https://www.econbiz.de/10010335249

A green vehicle routing problem with customer satisfaction criteria

Afshar-Bakeshloo, M.; Mehrabi, A.; Safari, H.; Maleki, M.; … - In: Journal of Industrial Engineering International 12 (2016), pp. 529-544

This paper develops an MILP model, named Satisfactory-Green Vehicle Routing Problem. It consists of routing a heterogeneous fleet of vehicles in order to serve a set of customers within predefined time windows. In this model in addition to the traditional objective of the VRP, both the pollution...

Persistent link: https://www.econbiz.de/10011640920

The smiling mask in service encounters: The impact of surface and deep acting

Lo, Sheng Chung; Huang, Kai-Ping - In: International Journal of Management, Economics and … 6 (2017) 1, pp. 40-55

The purpose of the study was to examine the impact of emotional labor mechanisms (surface acting and deep acting) on service encounters. The literature review has been conducted to examine how two mechanisms impact on employees and customers. The study suggested that as far as employees are...

Persistent link: https://www.econbiz.de/10011646499

Determining the revenue contribution of logistics customer service improvements: A multi criteria decision making approach

Wessely, Philip; Hofmann, Erik - In: Decision Analytics 1 (2014) 1, pp. 1-21

In operations and service management generating revenues is as important as reducing costs. Although logistics customer service is an important measure for executives, little research has been conducted to quantify the extent to which improvements of service levels contribute to a company's...

Persistent link: https://www.econbiz.de/10011656504

Calidad percibida y satisfacción de los espectadores de fútbol

Navarro-García, Antonio; Reyes-García, María Eugenia; … - In: Investigaciones Europeas de Dirección y Economía de … 20 (2014) 2, pp. 87-94

The main objective of this study is to determine the influence of service quality on satisfaction of football spectators, looking scarcely investigated in the literature. The results, from a sample of 700 spectators at a football club of the Spanish First Division, reveal three main conclusions:...

Persistent link: https://www.econbiz.de/10011984995

Two phase genetic algorithm for vehicle routing and scheduling problem with cross-docking and time windows considering customer satisfaction

Baniamerian, Ali; Bashiri, Mahdi; Zabihi, Fahime - In: Journal of Industrial Engineering International 14 (2018) 1, pp. 15-30

Cross-docking is a new warehousing policy in logistics which is widely used all over the world and attracts many researchers attention to study about in last decade. In the literature, economic aspects has been often studied, while one of the most significant factors for being successful in the...

Persistent link: https://www.econbiz.de/10011995818

Do corporate social responsibility activities enhance customer satisfaction and customer loyalty? Evidence from the Saudi banking sector

Al-Ghamdi, Shumookh Abdul Aziz; Badawi, Nada Saleh - In: Cogent Business & Management 6 (2019), pp. 1-19

This study examines the influence of corporate social responsibility activities on customer satisfaction and loyalty in … that corporate social responsibility activities have a strong and positive impact on customer satisfaction and loyalty. It … was also found that customer satisfaction is linked positively to customer loyalty. Findings from this paper are of …

Persistent link: https://www.econbiz.de/10012117462

The impact of long-term provision costs on performance of trade in Serbia

Lukic, Radojko - In: Economic and Environmental Studies (E&ES) 17 (2017) 3, pp. 455-474

Long-term provision costs in trade are based on uncertain obligations in the future in relation to the goods sold. They mostly refer to warranty costs. Warranty costs are caused by repair and servicing of the sold products during the warranty period. They are function of the quality, usage and...

Persistent link: https://www.econbiz.de/10011849494

Designing Mobile Application for the Over the Counter Drug Marketing

Roblek, Vasja - 2015

The increased usage of mobile apps has a great potential in Pharmacy market. Through the use of mobile apps, web portals and social media may allow a fast and wide diffusion of awareness for over the counter (OTC) drugs and attract a large number of customers, thus increasing the value of...

Persistent link: https://www.econbiz.de/10011920266

A Bayesian Network-based customer satisfaction model: A tool for management decisions in railway transport

Chakraborty, Subrata; Mengersen, Kerrie; Fidge, Colin; … - In: Decision Analytics 3 (2016) 1, pp. 1-24

We formalise and present an innovative general approach for developing complex system models from survey data by applying Bayesian Networks. The challenges and approaches to converting survey data into usable probability forms are explained and a general approach for integrating expert knowledge...

Persistent link: https://www.econbiz.de/10011931207