Customer Involvement

The comprehensive book from Dr. Tavsan and Dr. Erdem: Customer Experience Management: How to Design, Integrate, Measure and Lead breaks down exactly what Customer Experience is, and how to manage it.
In 2017, in collaboration with Dr. Erdem, Dr. Tavşan designed a ''Customer Experience Management'' curriculum as a Bologna-accredited graduate level course and became the pioneering academician lecturer on ''Customer Experience Management'' as a standalone course.

People are the most important element in the success and failure of an organization. Employees of an organization will play a vital role in achieving the competitive edge through enhancing customer satisfaction through providing an effective service.
The main objective of this research is to conduct a research in order to assess the Frontline staff contribution towards customer satisfaction of ABC (Pvt.) Ltd of Sri Lanka.
The main purpose of the research is to facilitate a sound guidance to the management of ABC (Pvt.) Ltd in discovering the various measures that can be embraced to ensure a satisfaction of the workforce towards achievement of the organizational goals and objectives effectively in a systematic way. The education industry is a service industry that harvest a knowledgeable generation to the world in future and the selected company for the research is well known leading institute for ICT education in Sri Lanka.
A qualitative case study research methodology is planned to use to study and analyze the existing situation prevailing within the context of the company, using a voluntary and anonymous questionnaire providing for both customers and employees in order to identify the most crucial information in a most effective manner.
The literature review will reflect theoretical aspects of the research which will provide a clear assistance in justification of the research problem. This will formulate suggestions in approaching towards establishing a satisfied working environment within the company and how enhancement of the front office staff satisfaction will relate towards achieving the customer satisfaction, whilst driving towards enhanced productivity. Further, the proposal will direct to investigate the above problem statement which will ultimately help the company to identify their current destructives in maintaining their workforce and to provide a quality service to their customers.

To counteract increasing competition and satisfy evolving customers’ needs, many firms are changing the positioning of their offering, from being product-based into service-based. Despite the increasing relevance of this shift, it is still unclear if this choice has a differential impact on customer perceived value.

Therefore the purpose of this paper is to analyze customer perceived value for a firm’s offering being positioned either as service-based or product-based. An experiment was conducted using stimuli from two different product categories (hearing aids and bicycles) and measuring customers perceived value through the PERVAL scale’s four dimensions (quality value, emotional value, price value, social value).

The results show that presenting the product as service-based instead of good-based can enhance customer perceived value (in particular: quality, emotional and social value), but only if customers are not familiar with the product.

The innovation process are more and more open and interactive according to the theories of: open innovation (Chesbrough, 2003); democratizing innovation (von Hippel, 2005); collaborative innovation (Verona, Prandelli, 2006). Marketing studies have previously described critical role of customer in value co-creation. This paper aims to understand and explain: new phenomena of customer involvement in innovation process and its impact on value creation and emergent business models. The topic involves new web 2.0 paradigm and technologies, consumer community of creation, their power of knowledge socialization. Then, creative customers are not more a niche phenomena, but a globalised, diffused and self-aggregating mass.
Several firms (P&G with Connect+Develop project, Lego, Threadless) adopt customer involvement in innovation process to modify value creation model: resources and competencies mobilised; internal and external actors engaged; value redistribution. Firms engage creative customers in a more deep relationship until their real integration in innovation process and business model. Then, management of consumer relationships and its communities, segmentation of consumer to involve, rewards to boost motivations become critical competencies, hardly imitable and replaceable, to foster innovation and competitive advantage. Finally, the study of evolving relationship for customer involvement discloses not only opportunities but threats too, in terms of value capturing.
The paper concludes with some evidences of infotainment industry, samples of customer involvement and participative business model.

In recent years, big data has been evolving and started to transform the role of improving the
process of new product development (NPD). However, there is limited research has been done and
lack of understanding of the local organizations in the United Arab Emirates of how important is
to leverage big data as a strategy to gain innovative ideas to ensure the success in the marketplaces.
The research purpose will help support the local firms who wish to use the big data in expanding
their export and releases of newly developed products to meet the customers’ expectations with
reduced cost and time or the cycle process. Sustaining a competitive advantage and improving the
new products performance in high customer turbulence situations and unpredictable markets
change, present the concerns to the responsible managers. In the aim of this study is to provide
empirical evidence to cover the answer of “Is using of big data can improve business performance
in terms of new product development?”

An Overall detailed framework that helps to organize the work of organizations adopting it in terms of categorizing processes and performed activities into phases and stages which support excellence in customer service project execution starting from the initiation phase/identifying needs and requirements where it ends with the feedbacks/lessons learned and implementing required improvements.

Consumer engagement with brands in social media has become an increasingly important challenge for companies to create and to measure. Building fan engagement with brands turns out to be one of the most important promotional objectives for social media, and a preferred brand performance indicator. Despite a growing demand, it has received little academic consideration and there exists no universally accepted measurement of this phenomenon.
This paper aims at forwarding a new theoretical framework and developing a context free index to measure aggregate engagement with brands in social media. The author developed a new engagement index and examined it by means of standard index validation methods. Two separate studies have been conducted. In the first study, two samples (425 subjects in total) were selected to test internal reliability and consistency of a newly created index. The second study concentrated on the external validation of engagement index. 260 subjects were surveyed. The index was tested on real-life brands
i.e. McDonald"s and Coca-Cola.
Key  findings: in the first study factor analyses showed one general factor and it revealed high consistency across different brands that were included in the examination. The newly developed index was, therefore, assumed applicable to measure consumer engagement
phenomena in social media. In the second study the results revealed a positive - albeit limited - correlation between personal involvement and consumer engagement. Such findings implied a complementary relationship between these variables and hence different possible
implications and suggestions for future empirical research were presented.

Citizens and public organisations are increasingly engaging in the co-creation of public services. To be successful, such co-creation efforts require public organisations to engage in organisational learning about citizens' value-creation processes. The purpose of this paper is to explore the antecedents of such organisational learning, drawing on Payne, Storbacka, and Frow's framework about value co-creation management. A model consisting of five factors is suggested and tested via a survey administered to a sample of 204 local government administrators in Italy. The findings highlight the significance of two positive antecedents (public administrators' level of citizen orientation and expected benefits from co-creation) and three negative antecedents (perceived citizens' lack of competencies and experience, perceived biases in citizens' perceptions, and lack of resources) of organisational learning. From the managerial perspective, the model tested in this study can be used by public organisations to evaluate their level of organisational learning.

Le contaminazioni tra industria videoludica e cinematografica si mantengono vive e costanti fin dall’avverarsi della coesistenza di film e videogiochi nel panorama mediatico globale. Spesso, il sodalizio si traduce in una maggiore cinematografia – sia in termini visuali che narrativi – nelle produzioni videoludiche di spicco; ma cosa succede quando sono invece le pratiche dell’ambito gaming a influenzare la realizzazione di un prodotto cinematografico?

Questo elaborato si propone di ripercorrere la tanto rocambolesca quanto avvincente marketing campaign del film "Sonic The Hedgehog", ispirato alla celebre mascotte dei videogiochi SEGA. Inizialmente concepito con un approccio prettamente hollywoodiano, il progetto si scontra ben presto con il parere sfavorevole di una engaged community costituita perlopiù da appassionati all'ambito gaming e fan dell'IP originale; anziché contrapporsi al massiccio generarsi di 'Negative Electronic Word of Mouth' (NeWoM), il team creativo decide però di coglierne gli spunti per riplasmare la pellicola e avvicinarla all'intended target, attingendo da modalità ideative e routine realizzative proprie dell'industria videoludica. Si analizzeranno pertanto le principali fasi di promozione e marketing del progetto, dalla pubblicazione del primo 'motion poster' al rilascio del secondo trailer pre-release della pellicola in cui il design del protagonista zoomorfo in CGI si mostra per la prima volta rivisto e corretto a dimensione di fan.

Abstract Customers’ complaining behavior has become a key issue in the restaurant industry. The present study investigated the effects of customer involvement, service stages and failure severity as manipulating factors on customers’ complaining behavior in fine dining restaurants. Based on a 2×4×2 between subjects experiment, data were collected from a sample of 714 randomly selected Iranian customers of 4 well known fine dining restaurants of Tehran. Public actions, negative marketing actions, and asking for recovery actions were extracted by an exploratory factor analysis as the three main components of complaint behavior. Also, a discriminant analysis was performed to determine the underlined construct of components, and 3-way factorial ANOVAs and MANOVA tests were administered to examine the effects and interactions. Most of the effects were meaningful especially in case of service stages and failure severity. Findings showed that different interactions of factors resulted in different components of complaint behavior. Due to the nature of these components, their consequent damages were significant and hidden for managers/owners in some cases. In other cases, customers provide an opportunity of recovery for restaurants. In general, study findings have major contributions to the better understanding of different service failures and help both researchers and restaurant managers to deal with them effectively. Also, precious suggestions in the conclusion section are useful for avoiding failures, especially serious ones, in food establishments.

Team is the primary mechanism through which product development projects are executed. Despite regular theoretical discussions on the importance of cross-functional team and concurrent engineering to improve new product development projects, empirical studies on consequence of integrated product and process development (IPPD) effectiveness on teamwork is largely missing in existing product development literature. IPDD projects execute concurrent activities that go through several iterations before the deliverable of each stage are finalised. Based on information processing theory and goal-setting theory for team, this study hypothesise shared project mission, clarity of the project target, and customer and supplier involvement positively influences effectiveness of IPPD project. We further hypothesise that such effective IPPD leads to teamwork which can have a positive impact on project performance in terms of product development cost, product development time, and customer satisfac...

The Sales and Service industry is built on the TRUST a customer places in YOU and by trusting you, your customer has given you power to define his experience; the power to elevate the transaction beyond an exchange of currency; the power to build a thriving business with his/her support.

This power goes beyond technical competence, skills and years of acquaintance. As a first step towards this goal, you NEED TO WIN your customer’s TRUST. It is an art to win this deep- rooted credibility and there is a science that allows you to master this. This process will ensure lifelong, happy customers who will talk about you to their friends.

The Trustomer First proCESS helps identify and address trust gaps in their interactions with customers BOTH INTERNAL AS WELL AS EXTERNAL. Connecting real-world examples with proven methodology, people discover how to communicate transparently, improve customer service, build team trust and much more.

https://www.academia.edu/32269056/BENEFITS_OF_LEARNING_PSYCHOMETRICS_INTERPRETATION

Over the last few years, many marketing researchers have been attracted by the subject of co-operation between consumers and companies in the design of new products and services.

In particular, in line with the writings of some authors, especially Penaloza and Venkatesh (2006) and Cova and Dalli (2009), the question of a reward due to the consumer who takes part in the design process requires further analysis. The purpose of this article is to analyse the above-mentioned matter in order to provide a contribution based on a multidisciplinary perspective with reference to some important motivational and psychological theories, starting from the “gift theory” by Mauss (1954) and Godbout (2007).

To achieve such an objective, the current study takes shape from a careful review of literature in order to clarify the terminology used to describe the phenomenon of co-design, before focusing on the conceptual and theoretical propositions of the authors.

Service management is a strategy that is approaching quickly to all industries. It’s important to study this strategy in terms of its concepts and its importance for both service and manufacturing industries in terms of what it includes of shifts toward new perspectives that are controlling the market and directing all businesses to think once more in their strategies. The study will be based on the telecommunication industry as a service industry where it will be compared to the manufacturing industry through literature, while data will be supplied through E-mail, from a telecom operator in Jordan which will be combined with data of a service provider in the same market in order to study their approaches in the terms that are combined to form the service management which are customer involvement, partner selection and supplier selection. Both the telecom operator and the service provider used to work together, this will help to get detailed data on how they used to work with each other, how each one of them accomplish their job in order to ensure maximum efficiency and customer satisfaction, as in the case of the service provider, it used to deal with the telecom operator as a customer who has to be satisfied of what is delivered to their company.
This will lead to come out with conclusions regarding the telecom industry and how services are managed in relation to the manufacturing industry and the differences and/or similarities between them.

Due to ongoing internationalisation of business processes and the growth in complexity, risks and challenges related to dynamic globalised markets, there has been a shift of paradigms in the recent past. Multinational companies no longer can rely on their dominance since competition intensifies in emerging markets and customer demand
becomes more sophisticated. Global players therefore need to adapt their products and production processes in order to utilise local advantages and build core capabilities leading to long-term competiveness.

This paper aims for the specification of product – production
dependencies and the involvement of customer demand and location factors in the adaptation design process. Therefore it examines developments of global production networks as well as incentives for adaptations and challenges faced by production engineers. Existing concepts for optimising product and production designs, such as modularisation and segmentation, design for manufacturing and assembly, manufacturing flexibility, concurrent engineering or mass
customisation are presented and evaluated. Based on these methods, a framework is constructed which approaches product and production adaptations in interdependence between each other and in interrelation with customer satisfaction and local production capabilities. As a result,
the holistic methodology developed shall help companies in designing their global production strategy and coordinating production activities in interdivisional projects with the purpose of optimising product and production design.

Background. Consumer engagement with brands in social media has become an increasingly important challenge for companies to create and to measure. Building fan engagement with brands turns out to be one of the most important promotional objectives for social media, and a preferred brand performance indicator. Despite a growing demand, it has received little academic consideration and there exists no universally accepted measurement of this phenomenon.
Research aims. This paper aims at forwarding a new theoretical framework and developing a context free index to measure aggregate engagement with brands in social media.
Method. The author developed a new engagement index and examined it by means of standard index validation methods. Two separate studies have been conducted. In the first study, two samples (425 subjects in total) were selected to test internal reliability and consistency of a newly created index. The second study concentrated on the external validation of engagement index. 260 subjects were surveyed. The index was tested on real-life brands i.e. McDonald’s and Coca-Cola.
Key findings. In the first study factor analyses showed one general factor and it revealed high consistency across different brands that were included in the examination. The newly developed index was, therefore, assumed applicable to measure consumer engagement phenomena in social media. In the second study the results revealed a positive – albeit limited – correlation between personal involvement and consumer engagement. Such findings implied a complementary relationship between these variables and hence different possible implications and suggestions for future empirical research were presented.

Know Your Customer
Customer Acquisition
Customer On-boarding
Customer Registration
Anti-Money Laundering
Counter-Terrorism Financing
AML/CTF Rules
Anti-Money Laundering and Counter-Terrorism Financing Rules
Electronic Signing
Digital Signing
Applications
Application
Financial Services Application
Compliance
AFSL
Australian Financial Services Licence
Client Administration
CRM
Customer Relationship Management
Customer Engagement

Organizations of today are aware of the necessity to communicate with customers beyond learning about their satisfaction, loyalty or complaints. The closest way is focusing on customer involvement, a general term used for capturing the responses, advises and ideas of customers in order to better proceed with innovation ideas for product and service development in a competitive market environment. This flow, which is named as "customer's advisory" by the authors, necessitates openness and capability. Openness requires technological focus along with responsiveness and empathy in organizational culture, creating a positive communication environment. The two variables of the capability construct are frequent and bilateral information sharing. This study was conducted to detect the level of use of these two constructs by various organizations operating in Turkey. The aim was to understand the interest in customer involvement to remain competitive, how "customer's a...

This research examines the joint effect of dispositional self-control and situational involvement on performance in two successive resource-demanding tasks. We demonstrate that being highly involved and having high self-control facilitates high performance in the first task but, contrary to intuition, may jeopardize performance in a second, unexpected task. We term this the "sprinter effect" and demonstrate it in both lab and field settings. We further explore how a "marathon" mindset can debias this effect.

Our research aimed to reveal the effects that can be observed during the buying process of food products and can influence the decisions of customers. We focused on the role of enduring involvement in customers’ behavioural loyalty, that is, the repurchase of food brands. To understand this relationship in a more sophisticated way, we involved two mediating constructs in our conceptual model: perceived risk and perceived knowledge of food products. The data collection was carried out among undergraduate students in frame of an online survey, and we used SPSS/AMOS software to test the model. The results only partly supported our hypothesis, although the involvement effects on loyalty and the two mediating constructs were strong enough, loyalty couldn’t be explained well by perceived risk and knowledge. The roles of further mediating/moderating variables should be determined and investigated in the next section of the research series

Team is the primary mechanism through which product development projects are executed. Despite regular theoretical discussions on the importance of cross-functional team and concurrent engineering to improve new product development projects, empirical studies on consequence of integrated product and process development (IPPD) effectiveness on teamwork is largely missing in existing product development literature. IPDD projects execute concurrent activities that go through several iterations before the deliv-erable of each stage are finalised. Based on information processing theory and goal-setting theory for team, this study hypothesise shared project mission, clarity of the project target, and customer and supplier involvement positively influences effectiveness of IPPD project. We further hypothesise that such effective IPPD leads to teamwork which can have a positive impact on project performance in terms of product development cost, product development time, and customer satisfaction. Primary data collected from 191 IPPD projects from U.S. automotive industry were analysed using structural equation modelling technique. All the hypotheses representing antecedents of effective IPPD and the consequence of effective IPPD were found to be supported in the current study.

The “New Public Management” paradigm strongly relies on a commitment to
performance measurement along with citizen orientation. In this perspective, both objective
quality assessments and citizens’ perceived (subjective) quality ratings should become inputs
for decision-making. Anyway according to available literature, it is still not clear if and how
citizen evaluations can be effectively translated into managerial decisions leading to services
quality improvements.
The aim of this paper is to contribute to close this theoretical and practical gap. A mail
survey was conducted among a sample of Italian town mayors in spring 2008 in order to
investigate this issue from the local government point of view and to test the viability of some
potential solutions. 44 questionnaires were returned, showing unexpected results as
compared to available literature. Data, for example, highlights that the link between citizens’
ratings and services quality improvements could become real by enacting a transfer of part of
the central government’s financial resources on the basis of annual citizens’ satisfaction
ratings. Results will be discussed and managerial implications will be derived.