During a service interaction, a customer should be viewed as having three distinct capacities: as a client, as a connection and as a resource. In each of these respective capacities, service (S) processes, relationship (R) processes and loyalty (L) processes create value for both customers and organizations. Satisfactory service is the minimum requirement for relationship processes to be effective and for the connection capacity to be activated. Likewise, high relationship quality is a minimal condition for loyalty processes to be effective and for the resource capacity to be activated. After presenting the measurable and actionable dimensions of relationship quality, I explain the difference between service processes and relationship processes. According to the service integrated relationships (SIR) framework, when relationship processes are integrated with existing service processes: (a) relationship quality improves; (b) loyal customer behaviours are evoked; and (c) service satisfaction improves. I conclude by discussing implications of the SIR framework for organizational systems and service employees.
LINK
The purpose of this paper is to gain deeper insight into the practical judgements we are making together in ongoing organizational life when realizing a complex innovative technical project for a customer and so enrich the understanding of how customer orientation emerges in an organization. The outcome contributes to the knowledge of implementing customer orientation in an organization as according to literature (Saarijärvi, Neilimo, Närvänen, 2014 and Van Raaij and Stoelhorst, 2008) the actual implementation process of customer orientation is not that well understood. Saarijärvi, Neilimo and Närvänen (2014) noticed a shift from measuring the antecedents of customer orientation and impact on company performance, towards a better understanding how customer orientation is becoming in organizations. A different way of putting the customer at the center of attention can be found in taking our day-to-day commercial experience seriously, according to the complex responsive process approach, a theory developed by Stacey, Griffin and Shaw (2000). The complex responsive processes approach differs from a systems thinking approach, because it focuses on human behavior and interaction. This means that the only agents in a process are people and they are not thought of as constituting a system (Groot, 2007). Based on a narrative inquiry, the objective is to convey an understanding of how customer orientation is emerging in daily organizational life. Patterns of interaction between people are investigated, who work in different departments of an organization and who have to fulfill customer requirements. This implies that attention is focused towards an understanding in action, which is quite distinct from the kind of cognitive and intellectual understanding that dominates organisational thought. The reflection process resulting from this analysis is located in a broader discourse of management theory.
DOCUMENT
Battery energy storage (BES) can provide many grid services, such as power flow management to reduce distribution grid overloading. It is desirable to minimise BES storage capacities to reduce investment costs. However, it is not always clear how battery sizing is affected by battery siting and power flow simultaneity (PFS). This paper describes a method to compare the battery capacity required to provide grid services for different battery siting configurations and variable PFSs. The method was implemented by modelling a standard test grid with artificial power flow patterns and different battery siting configurations. The storage capacity of each configuration was minimised to determine how these variables affect the minimum storage capacity required to maintain power flows below a given threshold. In this case, a battery located at the transformer required 10–20% more capacity than a battery located centrally on the grid, or several batteries distributed throughout the grid, depending on PFS. The differences in capacity requirements were largely attributed to the ability of a BES configuration to mitigate network losses. The method presented in this paper can be used to compare BES capacity requirements for different battery siting configurations, power flow patterns, grid services, and grid characteristics.
DOCUMENT
This paper presents an overview of studies that explore the impact of digital signage, environmental design and the use of background music on time perception and customer experience, thus exploring the psychological value of time.
LINK
A short paper on the whats and the hows of learning technology standardization
DOCUMENT
How can the grower and the supplier in the greenhouse horticulture industry gain competitive advantage through radical innovation? The challenge lies in time- to-market, in customer relationship, in developing new product/market combinations and in innovative entrepreneurship. Realizing this ambition requires strengthening the knowledge base, stimulating innovation, entrepreneurship and education. It also requires professionalizing people. In this paper an innovation and entrepreneurial educational and research programme is introduced. This KITE120-programme aims at strengthening multidisciplinary collaboration between enterprise, education and research. It helps making the step from ambition to action, and from incremental to radical innovation. We call this an 'Amazing Jump'.
DOCUMENT
This research explores strategies for the Centraal Museum to enhance the occupancy of their event rooms, the Tuinzalen. The study emphasizes marketing approaches and ways to increase repeat clients by fostering strong customer relationships.
MULTIFILE
Companies in the Brainport region are often characterized as high mix low volume (HMLV) production environments. These companies are distinguished by a wide range of possible products (high product variety), which are produced in low volumes. These are often customer-specific products that are produced once or incidentally. Traditionally, these companies focus on efficient use of resources, where utilisation rate and cost coverage are relevant. The increasing customer demand in the region leads to pressure on production capacity. An initial intuitive response from these companies is to further increase the utilisation rate of machines. To keep costs manageable, the company tries to avoid investing in additional capacity. An undesirable side effect is increasing pressure on timeliness (delivery, such as lead times, delivery reliability, flexibility) and quality. The apparent contradiction between costs and timeliness in these HMLV production environments is a recurring issue in practice-oriented research conducted by Fontys Industrial Engineering and Management students. This results in the following research question: Which sub-aspects may be relevant to the performance regarding Quality, Delivery, and Cost (QDC) of an HMLV production environment?
DOCUMENT
This book is about you. Are you, as a customer, as an entrepreneur, as an individual, ready for the Internet and e-business? Do you see the possibilities and do you actually use these? Do you have an idea of where it will end? Did you ever list how the Internet changes your life as an entrepreneur? And, do you make the next move or do you let it all happen to you? About the fact that the Internet is much more than e-mail, shopping, chatting and searching. About how the Internet as a driver of e-business changes the set-up of your company or educational institution and maybe your very business in a very positive and still “e-secure” way: marketing & sales, operations, purchasing, recruitment & selection, e-HRM. We go through six related trends with you, without pretending to be complete.
DOCUMENT
The Interoceanic corridor of Mexico stands as a pivotal infrastructure project poised to significantly enhance Mexico's national and regional economy. Anticipated to start the operations in 2025 under the auspice of the national government, this corridor represents a strategic counterpart to the Panama Canal, which faces capacity constraints due to climate change and environmental impacts. Positioned as a promising alternative for transporting goods from Asia to North America, this corridor will offer a new transport route, yet its real operational capacity and spatial impacts remains uncertain. In this paper, the authors undertake a preliminary, informed analysis leveraging publicly available data and other specific information about infrastructure capacities and economic environment to forecast the potential throughput of this corridor upon full operationalization and in the future. Applying simulation techniques, the authors simulate the future operations of the corridor according to different scenarios to offer insights into its potential capacity and impacts. Furthermore, the paper delves into the opportunities and challenges that are inherent in this project and gives a comprehensive analysis of its potential impact and implications.
MULTIFILE
