In today's business world, many companies have realized that consumer feedback evaluations play a crucial part in shaping the company's future activities. The hotel and tourism industries are well-known examples where the user feedback has become crucial. Even though most accommodations want their clients to express their opinions about their services, these reviews are nevertheless carefully reviewed by them. This manual approach is time demanding and error prone, the level of expertise of the individual analyzing the evaluations determines the quality of the manual analysis. This research focuses on the development of a tool-based support system that analyzes text-based customer evaluations and then highlights the maintenance issues identified in the reviews, removing the need to manually evaluate and analyze the customer reviews. The process includes data preparation, sentiment analysis, and a fully trained deep learning model to extract critical insights. Using sentiment analysis techniques after data preprocessing and trained deep learning model, an accuracy of 96\% was achieved, and this paper discusses how this technology helps to meet the needs of accommodation management by completing activities efficiently. This might save management time and helps to save money without losing clients, allowing them to enhance their additional sales.

The dynamics involving market competition and the challenges of dealing with empowered customers, means that creating and delivering relevant customer experience (CX) of service, is as important as creating product or services. Several studies have treated customer experience as though a front-desk, sales-point affair with the customer in the retailing environment, negating the critical role of organization-wide efforts in the overall customer experience management sequence. This review, however, adopts customer-centricity, as a theoretical lens to underscore the [re]configuration of organizational-level factors that are critical to adopting a high customer-experienced centred organization. Based on the review, we highlight conditions for adopting high customer experience management organization: (1) developing an integrated CX strategy, (2) CX-based knowledge management, (3) organizational re-design that supports CX-management, (4) top management commitment, (5) integrated CX IT systems, and (6) CX-oriented HR policies. These practices are only necessary conditions, but not sufficient, for creating, delivering, relevant and sustainable customer experience. However, more robust empirical studies are needed to advance the application of organization-wide customer experience management, which vary across industry, products/services, and sector.

Spectacular shifts have been led to by The COVID-19 crisis in consumer behavior. Retailers will have to work hard to meet ever-evolving customer service experience with respect to the ways in which it may be differently affected by offline or online transactions in order to win and stay relevant. We suggest an integrative framework and construct customer service experience hypotheses, based on its antecedents and consequences that will contribute to academic study as well as managerial implications. The hypotheses are tested by a simultaneous equation model employing two data sets of the retail industry's offline and online customers. In this study, 571 samples of these businesses, 319 and 252 respondents from offline and online retail channels, respectively, were collected by means of an online web survey of consumers. The results show that the impact of consequences and antecedents of CSX differs based on the media utilized. The integrative framework of CSX in its online medium is far more effective than its explanatory power offline. The outcomes are reasonably counterintuitive in so far as they demonstrate that while most elements of CSX where a service is selected offline is the same in terms of customer loyalty and value equity, the emotional element related to the service provider is higher when the service is selected offline rather than online. These outcomes indicate that, contrary to popular fears, the online medium enables firms to develop a loyal customer foundation. These findings offer perceptivity into how an online channel could be used to better complement the offline channel, contributing towards new knowledge and understanding on CSX and how it may be utilized for managerial decision-making.

Introduction : In today’s competitive business landscape, organizations strive to maintain a highly committed workforce to enhance productivity, reduce turnover, and achieve long-term success. Organizational commitment, defined as the psychological attachment of employees to their organization, is crucial in fostering employee loyalty and engagement (Meyer & Allen, 1991). However, identifying the factors that influence organizational commitment requires a deep understanding of employee attitudes and behaviors.

Observing customers is one of the methods to uncover their needs. By closely observing how customers use products, we can indirectly experience their interactions and gain a deep understanding of their feelings and preferences. Through this process, companies can design new products that have the potential to succeed in the market. However, traditional methods of customer observation are time-consuming and labor-intensive. In this study, we propose a method that leverages the analysis of online customer reviews as a substitute for direct customer observations. By correlating Customer Journey Map (CJM) with online reviews, this research establishes a verb-centric analysis that produces a CJM based on online review data. Various Text analysis techniques were utilized in this process. Through empirical data analysis, we validated that indirect observation based on customer reviews can be performed more efficiently than traditional methods. Additionally, we observed that the customer behavior VOC (Voice of Customer) identified during the CJM mapping process offers unique insights that are distinct from traditional product feature-centric review analyses. To verify the usefulness of these behavior VOC, we evaluated the quantitative analysis results of the same reviews through product development experts. Experts recognized these customer behavior VOC as useful information for developing new products.

This research aimed to discover how to create a customer experience that includes FEEL, SENSE, THINK, ACT, and RELATE to increase satisfaction with the Subscription Video on Demand (SVoD) application. A descriptive quantitative method was used, and the sample was 423 respondents in Indonesia who had used the application for at least 1 month. Furthermore, this research used probability sampling using a technique for random sampling. Based on the data available, experience accounted for 0.509, or 50.9%, of the application satisfaction. With a beta value of 0.295, the FEEL variable was the only one in this study to significantly and positively affect customer satisfaction; the other variables, SENSE, THINK, ACT, and RELATE, had no discernible effects. It is anticipated that the theoretical foundation provided by this research will be beneficial to the entertainment industry, particularly the SVoD application sector. This includes the product and service development division that focuses on customer inner feelings and emotions.

This manuscript reviews the relationship between customer perception factors and AI-enabled customer experience in the Ecuadorian banking industry. The study employs a self-designed online questionnaire with five factors for customer perception (convenience in use, personalization, trust, customer loyalty, and customer satisfaction) and two categories for AI-enabled customer experience (AI-hedonic customer experience and AI-recognition customer service). The final valid dataset consisted of 226 questionnaires. The data analyses and the hypotheses tests were done using SPSS 26 and structural equation modeling, respectively. The main findings displayed that all five customer perception factors have a positive and significant effect on AI-enabled customer experience in the Ecuadorian banking industry. Study results are aligned with previous findings from other countries, particularly the banking environment in the United Kingdom, Canada, Nigeria, and Vietnam. The AI techniques involved in the financial sector increase the valuation of customer experience due to AI algorithms recollecting, processing, and analyzing customer behavior. This study contributes with a complete statistical and econometric model for determinants of AI-enabled customer experience. The main restriction of the study is the particular analysis of the most demanded AI financial services (not all services and products are included) and the inexistence of a customer perception index. For upcoming research, the authors recommend performing a longitudinal study using quantitative data to measure the effect of AI-enabled customer experience on the Ecuadorian banks’ performance.

With the advances in industry and commerce, passengers have become more accepting of environmental sustainability issues; thus, more people now choose to travel by bus. Government administration constitutes an important part of bus transportation services as the government gives the right-of-way to transportation companies allowing them to provide services. When these services are of poor quality, passengers may lodge complaints. The increase in consumer awareness and developments in wireless communication technologies have made it possible for passengers to easily and immediately submit complaints about transportation companies to government institutions, which has brought drastic changes to the supply-demand chain comprised of the public sector, transportation companies, and passengers. This study proposed the use of big data analysis technology including systematized case assignment and data visualization to improve management processes in the public sector and optimize customer complaint services. Taichung City, Taiwan was selected as the research area. There, the customer complaint management process in public sector was improved, effectively solving such issues as station-skipping, allowing the public sector to fully grasp the service level of transportation companies, improving the sustainability of bus operations, and supporting the sustainable development of the public sector-transportation company-passenger supply chain.

In today’s competitive landscape, achieving customer-centricity is paramount for the sustainable growth and success of organisations. This research is dedicated to understanding customer preferences in the context of the Internet of Things (IoT) and employs a two-part modeling ap-proach tailored in this digital era. In the first phase, we leverage the power of the Self-Organizing Map (SOM) algorithm to segment IoT customers based on their connected device usage patterns. This segmentation approach reveals three distinct customer clusters, with the second cluster demonstrating the highest propensity for IoT device adoption and usage. In the second phase, we introduce a robust Decision Tree methodology designed to prioritize various factors influencing customer satisfaction in the IoT ecosystem. We employ the Classification and Regression Tree (CART) technique to analyze 17 key questions that assess the significance of factors impacting IoT device purchase decisions. By aligning these factors with the identified IoT customer clusters, we gain profound insights into customer behaviour and preferences in the rapidly evolving world of connected devices. This comprehensive analysis delves into the factors contributing to customer retention in the IoT space, with a strong emphasis on crafting logical marketing strategies, en-hancing customer satisfaction, and fostering customer loyalty in the digital realm. Our research methodology involves surveys and questionnaires distributed to 207 IoT users, categorizing them into three distinct IoT customer groups. Leveraging analytical statistical methods, regression analysis, and IoT-specific tools and software, this study rigorously evaluate the factors influencing IoT device purchases. Importantly, this approach not only effectively clusters the IoT Customer Relationship Management (IoT-CRM) dataset but also provides valuable visualizations that are essential for understanding the complex dynamics of the IoT customer landscape. Our findings underscore the critical role of logical marketing strategies, customer satisfaction, and customer loyalty in enhancing customer retention in the IoT era. This research makes a significant contri-bution to businesses seeking to optimize their IoT -CRM strategies and capitalize on the oppor-tunities presented by the IoT ecosystem.

Brand trust holds significant importance in the Mongolian cashmere industry. This study examines the primary predictors of customer brand trust among Mongolian cashmere users. Our research includes a survey with 800 participants and 20 individual interviews conducted among both Mongolian cashmere users and non-users. We utilized an online platform to reach participants, employing convenience sampling. The study investigates the relationship between various factors and brand trust within the context of Mongolian cashmere brands. Through a combination of in-dividual interviews and statistical analysis, we test six hypotheses. The findings indicate that higher brand quality, a strong reputation, greater transparency, effective issue resolution, commitment to environmental and social responsibility, and pre-purchase research on such commitments positively impact brand trust. Key insights gleaned from the interviews emphasize the importance of quality, reputation, transparency, customer service, and environmental responsibility in shaping consumer trust. These results offer valuable implications for cashmere brands aiming to bolster consumer trust and foster loyalty.

The advent of social commerce (SC) has transformed the landscape of online consumer behavior, emphasizing the significance of customer-to-customer relations in shaping sustainable relation-ships with customers. This research investigated the intricate relationships between social com-merce dimensions, particularly suggestions and recommendations, forums and communities, and ratings and reviews, and their influence on customer-to-customer value co-creation (C2CVCC) and sustainable customer relationships (SCRs). A questionnaire was designed and administered to 635 respondents. We examined the psychometric properties of the measurements and subse-quently applied Partial Least Squares as a Structural Equation Modeling method (PLS-SEM) for hypothesis testing. The findings reveal that the dimensions of SC significantly impact C2CVCC, with ratings and reviews playing a pivotal role. Furthermore, C2CVCC emerges as a substantial mediator in the path between SC and SCRs. The empirical analysis showcases strong support for the proposed model, with robust path coefficients (β) and p-values confirming direct and indirect effects. These findings offer valuable insights for businesses seeking to leverage SC and customer interactions to enhance SCRs in the digital era. Understanding the dynamics of C2CVCC within the context of SC has become essential for marketers and businesses aiming to thrive in today's competitive online marketplace.

In today’s business landscape, customer retention has become a critical factor for sustainable growth. Many companies continue to focus on acquisition, which leads to high costs and constant customer turnover. This article highlights the importance of retention, proposing a shift in focus toward loyalty as the key to maximizing customer lifetime value (LTV). Improving retention not only increases LTV but also reduces acquisition costs, enhances virality, and provides financial stability. This paper introduces a scientific approach that allows companies to identify the underlying causes of low retention through observation, hypothesis formulation, and controlled experimentation. Using tools such as data analysis and A/B testing, companies can iteratively optimize their retention strategy, adjusting interventions in real-time based on the results obtained. Continuous experimentation emerges as an indispensable tool for navigating market complexity, enabling organizations to learn and adapt quickly. This data-driven approach not only improves retention but also drives long-term growth by building strong relationships with customers. In an increasingly competitive environment, companies that prioritize retention and experimentation are better positioned to achieve resilient and profitable growth.

Startups often face uncertainty and the potential Valley of Death. To address these challenges, Sustainable Development Goals (SDGs) can serve as a starting point to identify business opportunities in markets driven by SDG-related issues, which is, in this case, using Virtual Reality (VR) technology as a “painkiller.” This study aims to explore VR use cases and their implications for startup business models and discover a problem-solution fit—defined as the degree to which VR applications effectively address actual problems as “killer applications.” The study employs a customized customer discovery technique, an essential process in the Customer Development methodology. By exploring VR's applicability in various domains such as entertainment, training, education, and tourism, this study unveils compelling use cases that align with SDG aspects, thus validating the hypothesis on startups' potential to harness VR for SDG contributions. Furthermore, the study produces VR business model designs based on solutions to SDG-related problems. Thus, startups can function effectively as “painkillers,” offering solutions that are not only desired but urgently needed (problem-solution fit). The implications of these findings extend globally, underlining VR's role in addressing SDG issues and offering practical insights for startup business model development that are applicable to broader technology adoptions.

Estimation of the worth of continuity of electricity supply is of interest of industry, authorities and research society. There are numerous methods to calculate the Customer Interruption Costs (CICs). Each method has its advantages and disadvantages. This paper approaches the problem from Distribution System Operators’ (DSOs) point of view and adopts two existing analytical models. One model is used by the Finnish Energy Market Authority and the second one was proposed by the authors at a previous study. The model suggested by the authors as an alternative to the one used by the Finnish Energy Market Authority proposes a simple and straightforward methodology which will provide credible and objective estimations by only utilizing publicly available analytical data. We made use of cost and reliability indices data of 78 DSOs in Finland from the year 2016. In addition to cost estimations, this paper highlights regional differences in CIC estimations in different parts of Finland and critically overviews the existing standard customer compensation scheme in Finland.

This qualitative research explores the impact of Artificial Intelligence (AI) on Customer Relationship Management (CRM), providing a comprehensive analysis of how AI technologies are transforming CRM practices. AI integration in CRM has revolutionized customer interactions, enabling enhanced personalization, efficiency, and customer engagement. By leveraging machine learning, natural language processing, and predictive analytics, organizations can create highly tailored customer experiences, automate routine tasks, and anticipate future customer needs with precision. The study identifies the significant benefits of AI, including improved customer insights, faster response times, and proactive engagement strategies. However, it also highlights the challenges associated with AI adoption in CRM, such as data privacy and security concerns, algorithmic bias, high implementation costs, and resistance to change. The findings emphasize the need for robust data protection measures, strategies to mitigate biases, significant investments in technology and training, and effective change management to overcome these challenges. The thematic analysis reveals key areas where AI is making an impact, including customer service, customer segmentation, and personalized marketing strategies. Additionally, the study discusses the organizational implications of AI adoption, such as enhanced decision-making, increased productivity, and the necessity for staff reskilling. Future directions for AI in CRM suggest further advancements in AI algorithms, greater integration with other business systems, enhanced customer experiences, and a focus on ethical AI practices. This research underscores the transformative potential of AI in CRM and provides insights for organizations aiming to leverage AI for improved customer relationship management.

This study explores the dynamic interplay between supply chain integration and marketing strategies in achieving customer satisfaction. Through a qualitative approach involving semi-structured interviews with supply chain and marketing professionals, the research delves into how these traditionally distinct functions can be aligned to enhance operational efficiency and deliver superior customer experiences. Findings reveal that strategic alignment between supply chain management (SCM) and marketing fosters better coordination of product availability and service delivery, thereby meeting customer expectations consistently and enhancing brand loyalty. Information sharing and technological integration emerge as critical enablers, facilitating real-time data exchange and collaborative decision-making. The study also identifies challenges such as organizational silos, cultural resistance, and technological constraints that impede seamless integration, highlighting the need for proactive strategies to foster cross-functional collaboration. Additionally, the evolving roles of sustainability and customer-centricity are emphasized as key drivers for differentiating brands and achieving competitive advantage. By integrating sustainable practices and adopting a customer-centric approach, organizations can build stronger customer relationships and enhance their market position. The research underscores the importance of leadership support, investment in technology, and a collaborative organizational culture in overcoming integration barriers. The study’s findings provide actionable insights for organizations aiming to optimize their SCM and marketing strategies, drive innovation, and sustain growth in an increasingly complex and competitive business environment. This research contributes to the growing body of knowledge on supply chain and marketing integration, offering practical recommendations for achieving customer satisfaction and long-term success.

The strategy of any organization is based on the growth of its customer base, and one of its principles is that selling a product to an existing customer is much more profitable than acquiring a new customer. However, this approach has several opportunities for improvement, since it usually has a totally reactive approach, which does not give opportunity to the areas specialized in customer experience and recovery, to give an effective response for that moment, since the customer is gone at the time of the intervention. This happens because usually a diagnostic analysis of customers who have stopped buying products or services in a defined period, commonly three (3) periods or months, is performed. This thesis work challenges the way to face this problem, and proposes the development of a complete solution, which does not focus exclusively on the prediction of churn, as is usually done in the state of the art research, but to intervene in different interactions that can be carried out with customers. The above focused not only to prevent customer churn, but to generate an added value of continuous improvement in sales processes, increase customer penetration, leading to an improvement in customer experience and consequently, an increase in customer loyalty.

In today’s data-driven marketing landscape, accurately predicting customer responses to marketing campaigns is critical for optimizing engagement and return on investment (ROI). This study utilizes a Decision Tree (DT) model to identify key factors influencing customer behaviour. Initially, the model achieved a high accuracy of 87.3% but struggled with precision and recall due to class imbalance. By applying a resampling technique, the model’s performance improved significantly, with a recall increase from 44% to 83.1% and an F1-score improvement from 49% to 74.2%. Key influential features identified include how recently a customer made a purchase, the number of days they have been a customer, and the number of previous campaigns they responded to. The study highlights the DT model’s interpretability, making it a practical tool for marketing professionals to improve campaign effectiveness and customer targeting.

The role of Social Media Marketing (SMM) in marketing strategies is rapidly growing. Because the use of social media is growing, the industry of SMM will grow bigger in the coming years; the pace of this growth is faster than ever. To survive in the modern competitive world, effective use of SMM for a firm is a must; for that, every SMM channel needs to be used to its full potential. For a marketing campaign to be effective, there is a need for some metrics to measure the success of the SMM campaign. These metrics measure if the campaign is successfully implemented or not. This would help firms understand the market, gain a competitive advantage, and ultimately get a positive impact on the overall business. This study categorizes SMM strategy into 4 dimensions and associates 10 broad categories of SMM metrics to these dimensions. The proposed model of this study suggests the application of Social Media Analytics (SMA) ineffective use of metrics to measure SMM campaigns. There are so many SMA Tools available for free and time-efficient data analysis that can lead to faster and better results than manual analysis. Following this model, the importance of SMA tools in devising an effective SMM strategy is highlighted. The implication of this research is towards a better understanding of the application of SMA for any firm to have a solid SMM Strategy, especially small and medium-sized enterprises that have limited resources.

The strategy of any organization is based on the growth of its customer base, and one of 5 its principles is that selling a product to an existing customer is much more profitable than acquiring 6 a new customer. However, this approach has several opportunities for improvement, since it usu- 7 ally has a totally reactive approach, which does not give opportunity to the areas specialized in 8 customer experience and recovery, to give an effective response for that moment, since the customer 9 is gone at the time of the intervention. This happens because usually a diagnostic analysis of cus- 10 tomers who have stopped buying products or services in a defined period, commonly three (3) pe- 11 riods or months, is performed. This thesis work challenges the way to face this problem, and pro- 12 poses the development of a complete solution, which does not focus exclusively on the prediction 13 of churn, as is usually done in the state of the art research, but to intervene in different interactions 14 that can be carried out with customers. The above focused not only to prevent customer churn, but 15 to generate an added value of continuous improvement in sales processes, increase customer pene- 16 tration, leading to an improvement in customer experience and consequently, an increase in cus- 17 tomer loyalty.

The strategy of any organization is based on the growth of its customer base, and one of 6 its principles is that selling a product to an existing customer is much more profitable than acquiring 7 a new customer. However, this approach has several opportunities for improvement, since it usu- 8 ally has a totally reactive approach, which does not give opportunity to the areas specialized in 9 customer experience and recovery, to give an effective response for that moment, since the customer 10 is gone at the time of the intervention. This happens because usually a diagnostic analysis of cus- 11 tomers who have stopped buying products or services in a defined period, commonly three (3) pe- 12 riods or months, is performed. This paper challenges the way to face this problem, and proposes 13 the development of a complete solution, which does not focus exclusively on the prediction of 14 churn, as is usually done in the state of the art research, but to intervene in different interactions 15 that can be carried out with customers. The above focused not only to prevent customer churn, but 16 to generate an added value of continuous improvement in sales processes, increase customer pene- 17 tration, leading to an improvement in customer experience and consequently, an increase in cus- 18 tomer loyalty.

The strategy of any organization is based on the growth of its customer base, and one of 5 its principles is that selling a product to an existing customer is much more profitable than acquiring 6 a new customer. However, this approach has several opportunities for improvement, since it usu- 7 ally has a totally reactive approach, which does not give opportunity to the areas specialized in 8 customer experience and recovery, to give an effective response for that moment, since the customer 9 is gone at the time of the intervention. This happens because usually a diagnostic analysis of cus- 10 tomers who have stopped buying products or services in a defined period, commonly three (3) pe- 11 riods or months, is performed. This paper challenges the way to face this problem, and proposes 12 the development of a complete solution, which does not focus exclusively on the prediction of 13 churn, as is usually done in the state of the art research, but to intervene in different interactions 14 that can be carried out with customers. The above focused not only to prevent customer churn, but 15 to generate an added value of continuous improvement in sales processes, increase customer pene- 16 tration, leading to an improvement in customer experience and consequently, an increase in cus- 17 tomer loyalty.

Social customer relationship management (SCRM) is a new philosophy influencing the relationship between customer and organization, where the customer gets opportunity to control relationship through social media. The paper aims on (a) identification of current level of SCRM and also on (b) influence of basic organizational characteristics on SCRM level. The data were gathered through the questionnaire distributed in 362 organization headquartered in the Czech Republic. The questionnaire comprised 54 questions focusing on the significance of marketing and CRM practices, establishing a relationship with the customer, online communities, the use of social media in marketing, and acquiring and managing information. The majority of questions were scalable and used typical five-level Likert scale. Results showed that larger firms more often set up their own online communities and manage them strategically, moreover they are able to manage information better. Contrariwise, small sized organizations use social networks as a way to establish communication with the customer more than large sized entities. Use of social media for marketing purposes is significantly higher in organizations oriented on consumer markets than on business markets.

A good recommender system can infer customers’ preferences based on their historical purchase records, and recommend products that the customers may be interested in, saving them a lot of time and energy. For enterprises, it is difficult to recommend accurately to each customer, and the bad recommendation may be counterproductive. Customer loyalty is an indicator that measures the preference relationship between customers and products in the field of marketing. A hypothesis is proposed in this study: if companies can divide customers into different groups based on customer loyalty, the recommendation effect on certain groups is better than that on overall customers. In this study, customer loyalty is measured by four features of the RFML model. All customers are viewed as points on a four-dimensional space, which are clustered by the k-means model. Two recommendation algorithms based on complex networks are tested: recommendation algorithm based on bipartite graph and PersonalRank (BGPR), and recommendation algorithm based on a single vertex set network and DeepWalk (SVDW). The experimental results show that customer loyalty has improved the effectiveness of the two algorithms over 14%, and the recommendation effect is the best on customer groups with a loyalty level of 4 (the highest level is 5). The recommendation algorithms with customer loyalty are better than using them alone.

The purpose of this paper is to identify factors that influenced customer satisfaction in the Moscow taxi market. The previous researches in customer satisfaction of transportation services laid the foundation of factor model. The resulting list of factors was revised by taxi market experts. The augmented model provided the basis for quantitative survey. The research sample included 310 respondents who have been using taxi services in Moscow during past 2 years. Survey data was analyzed using multiple choice regression method. Analysis results show significant differences between frequent and casual taxi users and a certain number of passenger experience factors that have no influence on customer satisfaction:for frequent users it is discount, for regular users - trip environment, and for rare clients - technical support&security and trip comfort.

This paper extends previous research on the influence of social media and digital channels on customer purchase behaviour by presenting a new omnichannel purchasing model. We characterise that model as a “virtuous circle” as it centres around customer use of social media and has potential to benefit both customers and companies. We illustrate that model with a worked example, discuss approaches to its implementation and evaluate its use in the context of a business case study. The model creates a framework that combines elements of digital marketing, social CRM, omnichannel CRM, and customer experience and engagement. This paper bridges academic and industry practitioner communities across those fields.

With the disruption of digital technologies, customers have emerged as co-producers in order to reduce costs and enhance productivity. Customer-driven business logic recognizes customer capabilities and sustainable innovation as key factors in the performance of customized manufacturing enterprises. The potential relationship between customers and producers has become a new area of inquiry. Existing research rarely delves into the impact of customer predictive ability on the process of customized production activities, particularly in relation to sustainable innovation, which remains inadequately characterized. Ships serve as a typical representation of customized enterprises. This study explores the underlying drivers of sustainable innovation through customer demand orientation by examining 20-year historical patterns in the global shipping and shipbuilding markets, considering the environmental dependency and temporal correlation characteristics of the shipbuilding market (producers) and the shipping market (consumers). By employing time series and panel data in a machine learning algorithm, specifically the random forest model, the study reveals a strong and statistically significant correlation between new ship deliveries and the Baltic Dry Index (BDI), with larger value ships having a more pronounced impact on the consumer market. The correlation analysis confirms that these two variables, in combination, can comprehensively reflect customer predictive ability and serve as crucial decision criteria for customer investment in new ship production. Furthermore, based on principal component analysis of customer predictive ability and ship innovation levels, as well as Granger causality tests, the study demonstrates that customer predictive ability is a Granger cause of sustainable innovation in customized production. Customer predictive ability influences sustainable innovation in customized enterprises to varying degrees. This research provides valuable insights for shipbuilding companies in terms of engaging in sustainable innovation in international markets and understanding the value of international market customers.

The aim of this study was to evaluate the nature of relationship between service quality and customers’ satisfaction thorough SERVQUAL model. This study can be considered as an applied research, from purpose point of view and descriptive-survey, with regards to the nature and method. Passengers of Kaveh and Sofeh terminal in Isfahan have been considered as research population. Sample size included 200 passengers witch was determined by Cochran formula. Spss 19 was used to analyze collected data. Results show that there is a significant positive relationship between service quality and customers’ satisfaction. It is also proved that in terms of the importance of satisfactions’ dimensions, assurance is the most important aspect and then reliability, empathy, equipment appearance and responsiveness in sequence are the most important dimensions.

Despite the demonstrated benefits of data monetization initiatives in achieving competitive advantages, many of these efforts struggle to realize their potential. Companies often find it challenging to sustain even initially successful data monetization initiatives due to significant data quality issues. This reflects a disconnect between advancements in data monetization research—spanning digitization, digitalization, and digital transformation—and practical implementation within companies. Consequently, misguided approaches to data monetization are relatively common. A critical prerequisite for successful data monetization is the establishment and maintenance of clean, high-quality data. This study underscores the importance of data quality by conducting an in-depth analysis of Medical Inc., a company engaged in preparing pristine customer master data for advanced customer analytics. The investigation aims to elucidate Medical Inc.’s approach to addressing data cleanliness challenges and to distill a general framework for the customer master data cleansing process. This framework illuminates a relatively unexplored aspect of data monetization supplementing existing literature on digitization, digitalization, and digital transformation.

This qualitative study explores the relationship between supply chain responsiveness (SCR) and customer loyalty within the e-commerce sector. E-commerce has revolutionized global commerce, driven by technological advancements and shifting consumer behaviors. Central to e-commerce success is the ability to meet customer expectations swiftly and reliably, necessitating agile supply chain management (SCM) practices. SCR in e-commerce encompasses the capacity to adapt to dynamic market demands, minimize disruptions, and enhance customer satisfaction through efficient logistics, inventory management, and last-mile delivery. Through in-depth interviews with customers, e-commerce platform managers, and supply chain practitioners, this study investigates key themes, challenges, strategies, and impacts associated with SCR and customer loyalty. Findings reveal that customers prioritize fast order fulfillment, reliable service quality, personalized experiences, and trustworthy interactions, all of which significantly influence their loyalty and advocacy behaviors. Challenges identified include inventory management complexities, logistical hurdles in last-mile delivery, and the need for effective supplier communication. Strategic approaches to enhance SCR include leveraging data analytics for demand forecasting, adopting agile SCM practices, integrating customer feedback into service improvements, and fostering collaborative relationships with suppliers. These strategies not only optimize operational efficiency but also cultivate enduring customer relationships based on satisfaction, trust, and loyalty. The study concludes that improved SCR practices lead to increased customer satisfaction, repeat purchases, and positive word-of-mouth, thereby strengthening competitive advantage and sustainability in the e-commerce marketplace.

The integration of Customer Relationship Management (CRM) systems within Small and Medium Enterprises (SMEs) is increasingly recognized for its potential to enhance business performance. While CRM adoption is on the rise, the specific impacts on operational efficiency, customer satisfaction, and financial outcomes in SMEs require further investigation. This systematic review evaluates the impact of CRM systems on SME performance, with a focus on operational improvements, sales growth, and customer retention. The study aims to identify key determinants of successful CRM implementation and assess the long-term effects on SMEs' competitive advantage. The review encompasses studies published between 2014 and 2024, sourced from Google Scholar, Web of Science, and SCOPUS. A total of 46 studies were included after screening 18,306 records. The mixed-methods approach involves quantitative analysis of survey data from SME owners and managers, along with qualitative synthesis of case studies. Metrics evaluated include customer acquisition, retention rates, revenue growth, and organizational efficiency. The analysis indicates that CRM adoption leads to a 25-40% improvement in customer retention and a 15-30% increase in sales across SMEs. Operational efficiency gains range from 20-35%, primarily driven by process automation and enhanced data management capabilities. Successful CRM implementation is strongly linked to managerial support, system customization, and user training. However, barriers such as limited financial resources and technical expertise hinder the full realization of CRM benefits. CRM systems significantly contribute to SME growth by optimizing customer relationships and enabling data-driven decision-making. The review underscores the importance of strategic CRM implementation tailored to the specific needs of SMEs to maximize its impact. Future research should focus on overcoming adoption barriers and refining CRM strategies for sustained performance improvements.

This study examines the change in customer satisfaction and the value relevance of customer satisfaction during COVID-19. The COVID-19 pandemic is an unprecedented experience and has caused difficulties for all areas of businesses. Customer relations are one of the biggest paradigm shifts of this period. Companies have placed great importance on customer relations, and customer relations are a critical factor in corporate sustainability. It is very important for firms to retain their customers in the market, create a potential demand, and, thus, increase the firm value. However, prior studies have provided mixed results on whether companies financially benefit from customer relations. Employing the value relevance model, we find that the customer satisfaction score has increased during the pandemic but that the value relevance of customer satisfaction has declined during the pandemic. Together, we interpret the results as indicating new customer satisfaction trends, especially reduction trends. The results are robust even after controlling endogeneity and outliers. This study has several implications for practitioners and academia regarding the new trends in the value relevance of customer satisfaction.

Technology can be seen everywhere and has been integrated into our lives.We are always using technology and enjoying the convenience brought by technology. However, physical retailers and e-commerce companies are also gradually adopting advanced technologies. Technology improves the purchasing environment and purchasing experience. Virtual reality and augmented reality have been hotly discussed in recent years. Technology, although virtual reality and augmented reality technology have not yet matured, it can be said that they will in the future It has great development potential. Virtual reality and augmented reality are also beginning to sprout in the retail industry. However, research on the acceptance of the use of virtual reality and augmented reality in the apparel shopping process is still lacking because This study explores how usefulness, ease of use, hedonicity, customer experience, customer engagement and satisfaction. To influence customer loyalty, this study adopted questionnaire survey and convenience sampling methods, and collected a total of 308 valid questionnaires. The analysis method used confirmatory factor analysis and structural equation model to verify the research hypothesis relationship. The results of this study found. Hedonic has a significant impact on customer loyalty, while usefulness, ease of use, customer experience, customer engagement and satisfaction Satisfaction does not have a significant impact on customer loyalty. This study explains the academic contribution of the research results. The practical implications in marketing are put forward, and specific suggestions and directions for future research are given.

While there are several ways to identify customer behaviors, few extract this value from information already in a database, much less extract relevant characteristics. This paper presents the development of a prototype using the recency, frequency, and monetary attributes for customer segmentation of a retail database. For this purpose, the standard K-means, K-medoids, and MiniBatch K-means were evaluated. The standard K-means clustering algorithm was more appropriate for data clustering than other algorithms as it remained stable until solutions with 6 clusters. The evaluation of the clusters’ quality was obtained through the internal validation indexes: Silhouette, Calinski Harabasz, and Davies Bouldin. Once consensus was not obtained, three external validation indexes were applied: global stability, stability per cluster, and segment-level stability across solutions. Six customer segments were obtained, identified by their unique behavior: Lost customers, disinterested customers, recent customers, less recent customers, loyal customers, and best customers. Their behavior was evidenced and analyzed, indicating trends and preferences.

Most buying decisions are affected by the customer's analysis of the advantages and disadvantages of the product and its emotional aspects. Psychological and marketing studies have confirmed the role of customer emotions in various stages of the purchasing process. The present study aims to identify the dimensions and factors that potentially influence customer emotions in buying luxury cosmetics. First, in order to identify the various aspects of customer emotions, a qualitative study was conducted using in-depth semi-structured interviews with 23 customers of luxury cosmetics and health products in Telegram groups. This study led to the identification of various dimensions of customer emotions and a list of factors that potentially act as antecedents of emotions in the target population. In the next step, based on group consensus, the antecedents affecting customer emotions were determined. The members of the panel at this stage included 15 specialists and experts in the fields of marketing, psychology, companies importing luxury cosmetics and hygiene products which are active in online networks, as well as managers of luxury cosmetics and hygiene groups in online spaces. The consensus of experts was reached in three stages and 36 factors affecting customers' emotions were determined and ranked based on the relevance or strength of the perceived effect from the point of view of experts. Finally, they were classified into three categories as group and product variables, situational variables, and individual variables.

Firms are increasingly organized around the client. At the same time, there is customer pressure on green and sustainable organizations. The purpose of this paper is to map the current state of the research in the domain of customer-centric organizations from a sustainable perspective. We conducted a bibliometric analysis from published documents between 1990 and 2020. Key findings indicate that research on customer centricity and sustainability has increased in recent years and that the topic is structured into 3 clusters: (1) Sustainability; (2) Customer-Centric Perspective, and Sustainable Development; and (3) Customer Experience and Sales. Moreover, new concepts and technologies have been introduced during the last three years. The implementation of a bibliometric methodology and the focus given to the definition, the relationships, and the evolution of the three main clusters within the topic are the characteristics that differentiate our study from other publications or reviews in the field of research. This paper is beneficial for practitioners who aim to deploy the customer centricity approach in their firms from a sustainable perspective.

This study explores the role of chatbots in enhancing customer service, examining their benefits, limitations, and overall impact on modern support systems. Chatbots have emerged as a transformative technology in customer service, offering significant advantages such as increased efficiency through automation of routine tasks, reduced response times, and the ability to provide 24/7 support. By handling high volumes of inquiries and managing repetitive tasks, chatbots alleviate the workload of human agents, allowing them to focus on more complex issues. Additionally, chatbots employ advanced data analytics and machine learning to deliver personalized interactions, enhancing user engagement and satisfaction. Despite these benefits, the research identifies several challenges, including chatbots' difficulty in managing complex queries and their lack of emotional intelligence, which often necessitates escalation to human agents. The study also highlights the importance of well-designed chatbots and seamless integration with existing systems to ensure effective user experiences. Privacy and security concerns are critical, as chatbots handle sensitive customer data, requiring robust measures to protect against breaches and ensure compliance with data protection regulations. Looking ahead, advancements in technologies such as augmented reality (AR), virtual reality (VR), and artificial intelligence (AI) are expected to further enhance chatbot capabilities, addressing current limitations and expanding their role in customer service. The findings suggest that a hybrid approach, combining chatbots with human support, offers the most effective solution for delivering high-quality customer service. Overall, chatbots have proven to be valuable assets, and their continued evolution promises to significantly impact the future of customer service.

The recent market and pandemic, with their complex nature and unpredictable developments, have had a great impact on coffee chains. The recovery factor in today's fiercely competitive coffee market is also derived from customer satisfaction, and the product's perceived value and ever with businesses' capabilities and recovery strategies. The research is based on the Customer and Service Recovery Performance model. Therefore, this study aims to investigate the impact of the Customer Satisfaction premise on the service recovery of the coffee chain and some other effects. After collecting surveys from 300 customers who have used beverages at famous coffee chains in Vietnam and performing data analysis via SEM-PLS, the results show that customer satisfaction positively influences customer loyalty. Customer loyalty mediates between customer satisfaction, and price fairness affects the resilience of the coffee chain. In addition, the two factors, Flexibility, and Adoption, also positively affect service recovery performance. Therefore, for coffee chains, customers are an important factor, and they need to maintain customer loyalty. In addition, seek ways to increase flexibility and apply technology at stores so that the company has enough experience and capacity to respond promptly to difficult market conditions, natural disasters and epidemics. This study presents insights into how coffee chains can adapt to the dynamic business environment during the current difficult business environment.

This study explores the potential of data science software solutions like Customer Relationship Management Software (CRM) for increasing the revenue generation of businesses. We focused on those businesses in Accommodation and Food Service sector across the European Union (EU). The investigation is contextualized within the rising trend of data-driven decision making, examining the potential correlation between data science application and business revenue. Employing a comprehensive evaluation of Eurostat datasets from 2014 to 2021, we used both univariate and multivariate analyses, we assessed e-commerce sales data across countries, focusing on the usage of big data and CRM tools. Big data utilization showed a clear, positive relationship with enhanced e-commerce sales. However, CRM tools exhibited a dualistic impact: while their use in marketing showed no significant effect on sales, their application in non-marketing functions had a negative correlation. These findings underscore the potential role of CRM and data science solutions in enhancing business performance in the EU's Accommodation and Food Service industry.

This exploratory study investigates the role of wearable technologies in fostering emotional connections between human brands and customers. Given the rapid growth of the wearable technology market and the increasing importance of emotional connections in marketing, this research aims to uncover the potential of these technologies in strengthening the affective bond between brands and consumers. The mixed-method approach included semi-structured in-depth interviews with 25 marketing experts and an online survey of 300 consumers. Data analysis was conducted using thematic coding and statistical tests including Pearson correlation and multiple regression. Results indicated that wearable technologies can enhance emotional connections through personalized interactions (r=0.72, p<0.001), creating a sense of proximity (β=0.65, p<0.01), and facilitating two-way communications (β=0.58, p<0.01). These findings offer new perspectives for marketing strategies and customer relationship management in the digital age, highlighting the potential of wearable technologies as a powerful tool for building and maintaining emotional bonds between human brands and their audiences. The study contributes to the growing body of literature on technology-mediated brand relationships and provides practical implications for marketers seeking to leverage wearable technologies in their brand communication strategies.

AbstractThe global textile industry is undergoing a significant transformation fueled by digital advancements, shifts in consumer behavior, and evolving market dynamics. This study investigates how digital platforms, such as e-commerce and customer relationship management (CRM) systems, can enhance operational efficiency, customer engagement, and market positioning for textile companies. Through the integration of primary data from focus groups and surveys, as well as secondary data from industry reports, this research identifies key strategies for digital adoption and market competitiveness. Using Company A as a case study, this paper explores how digital tools can address current industry challenges and foster growth in a competitive landscape. The findings reveal that implementing CRM systems significantly improves customer retention and personalized services, while adopting e-commerce platforms reduces operational inefficiencies and expands market reach. These results contribute to understanding the role of digital transformation in traditional industries, particularly with respect to customer engagement, branding, and operational optimization.

In a constantly transforming retail financial sector, TCS has established a strategic alliance with Cencosud Scotiabank, expanding its role beyond consultancy to become an essential partner in the journey of growth and transformation. This collaboration reflects a shared commitment to advancing together in the competitive world of retail financial services, driving significant strategic change at Cencosud Scotiabank. As part of this effort, TCS has co-designed a series of practical workshops aimed at fostering and expanding the culture of innovation within the organization. These practical workshops are fundamental in the transformation process, providing deep and practical learning that serves as a solid foundation for the desired change. Each workshop session, carefully designed and executed according to an innovation playbook, aligns visual thinking tools with practical techniques to ensure smooth and effective execution of the work. The goal of these efforts is twofold: on the one hand, to strengthen the culture of innovation at Cencosud Scotiabank through collaboration; on the other, to firmly center the organization around the customer. The workshops are not just meetings; rather, they are collaborative spaces where creativity, deep user understanding, and agility converge to shape innovative solutions.

In the foodservice industry, clients judge not only the product standard but also the service quality they receive during their restaurant experience. Therefore, when the importance of the dining experience is strongly regarded by consumers in terms of intellectual and motivational attributes, they are happier to suggest the establishment to others. The main objective of this research is to study the influence of different service quality factors in restaurants and their impact on customer satisfaction. This research is also undertaken to evaluate the identification of important factors for the restaurant industry and the levels of service quality among customers satisfaction with the services offered by restaurants in India. As factor analysis, correlation, and regression research, this study was conducted using a modified IBM SPSS Statistics 24 and AMOS instrument among the 630 randomly selected customers. A weighted mean was used to describe the levels of service quality and customer satisfaction. Multiple regressions were used to determine the predictors of customer satisfaction. The results reveal the main 12 service quality factors, which are: 1. Process-related factors: system for take-away orders, order tracking system, and time for food preparation 2. People-related factors: focus on customers' special requests, peer group influence, and making you feel special. 3. Physical Environment: Walking Space, Architecture of the Restaurant, and Signals for Direction 4. Performance-related factors: food served at an appropriate temperature; food presentation; portion size of food in the restaurant. The researchers have developed one model on service quality factors that is described in the research paper.

Most consumer purchases are influenced by their evaluation of a product's advantages, disadvantages, and emotional components. Research in psychology and marketing indicates that customer emotions play a role at different stages of the purchasing process. This study aims to identify the elements that may influence consumer feelings when purchasing high-end cosmetics. To explore the various aspects of customer emotions, a qualitative study was conducted using in-depth semi-structured interviews with 23 users of luxury cosmetics and health products in Telegram groups. This research uncovered multiple emotional dimensions and pinpointed factors that could elicit emotions in the target market. The next step, based on collective consensus, was to determine the variables impacting customer emotions. At this stage, the panel included 15 experts in marketing, psychology, luxury cosmetics import businesses active on digital platforms, and managers of luxury cosmetics and hygiene groups in online environments. Through a three-step consensus method, experts identified and assessed 36 factors affecting customer emotions based on their significance and perceived impact. These factors were then categorized into three groups: personal variables, group and product variables, and contextual variables.

Background. There are few studies about post myocardial infarction follow-up using telemedicine. We organized a post-discharge telemedicine service with a dedicated team. To do this, it was necessary that all stakeholders involved in the organization and use of the telemedicine service were properly educated and informed. Methods. We designed a theoretical-practical mini-course, to train healthcare personnel and increase skills, with excellent learning outcomes and satisfaction. Thereafter, we enrolled patients affected by acute myocardial infarction with ST elevation (STEMI), MINOCA (myocardial infarction with no obstructive coronary atherosclerosis), Takotsubo syndrome or spontaneous coronary dissection, and high-risk acute myocardial infarction without ST elevation (NSTEMI). At discharge, the cardiology technician performed counselling for the patient; using regional platforms, televisit at 1 and 4 months monitored major adverse cardiac events (MACE), heart failure, arrhythmias, unstable angina and non-cardiovascular events, therapy adherence, target therapy and customer satisfaction. Results. Between November 2021 and February 2023, we enrolled 110 patients: 72% affected by STEMI, 22% by NSTEMI. At the 1-month follow up, 12 patients did not reach pressure target and 23 patients did not reach LDL target. We observed three in hospital readmission, three in hospital visits for further investigation and one death. To date, a four months follow up was performed for 54 patients. No readmissions or deaths occurred. We detect a rate of 96% of customer satisfaction. Conclusion. A health coordination center with a dedicated team makes televisit safe as a follow-up for post myocardial infarction patients. Before, it is fundamental for healthcare professionals the acquisition of theoretical knowledge and updates and the acquisition of manual, technical and practical skills.

The rapid expansion of social media and instant messaging applications, such as WhatsApp, has transformed how individuals and organizations communicate and engage. This think piece explores the potential of integrating WhatsApp as a customer relationship management (w-CRM) tool within the education sector to foster and sustain long-term relationships among students, teaching staff, and non-teaching staff. By leveraging real-time features and the widespread use of WhatsApp, educational institutions can create a more interactive and dynamic learning environment, benefiting all stakeholders involved. The literature highlights the importance of establishing clear frameworks for mutual engagement and interaction and the potential of w-CRM to improve communication between students' families and educational institutions. There are potential risks associated with the pervasive use of WhatsApp, and call for future research to explore strategies for mitigating these risks while maximizing the benefits of w-CRM in the education sector. Longitudinal studies are recommended to evaluate the long-term impact of w-CRM on stakeholder relationships, student outcomes, and overall institutional performance.

The adoption of a fully battery-based Electric Vehicles (EVs) in Kuwait apparently seems to be less than one percent and hence Kuwait has the lowest indexed-rank among countries around the globe. The absence of fast-charging stations for fully-battery-based EVs and landlords' reluctance to install home fast-charging plugs are the primary reasons for extremely low adoption rates in this country. Because the government of Kuwait is reluctant to give permission for expatriates to own property in Kuwait, fully battery-based EV ownership is restricted to Kuwaiti nationals who reside in their private properties. To accomplish the present objectives, a quantitative de-scriptive method (closed-ended questions) was used to collect data from a sample of 227 Kuwaiti nationals who owned gasoline cars. The finding of the present study indicates that more than half of the participants stated that they preferred to purchase an EVs within the next three years if certain criteria were met, inclusive of government-controlled pricing policies and charging stations availability, fast-driving lanes, and free of charge parking spaces. Furthermore, more than 40 percent of respondents stated that they would contemplate purchasing an electric vehicle if the price of gasoline or diesel increased by 19 to 50 percent. The finding also indicates that more than forty percent of respondents said that believed that EVs are fire- and crash-safe and roughly half of the participants would pay between 6 and 20% more for an EVs because they be-lieve that EVs are environmentally friendly and significantly faster than gasoline vehicles. In addition, participants rewarded EVs with an excellent mark for their environmental, economic, and technological attributes and benefits.

This research paper examines the evolution of car purchasing behaviour among consumers in India from 2010 to the present. Through extensive literature review and questionnaire survey, it explores the reasons behind the changing preferences and decision-making processes of consumers in the Indian automobile market. The study draws upon various sources, including market research reports, industry publications, academic studies, and consumer surveys, to provide a comprehensive analysis of the factors influencing car purchasing behaviour in India over the last decade. The findings of this research paper can help automakers and marketers better understand consumer preferences and develop effective strategies to cater to the evolving needs of the Indian car market.

The purposes of this study are to introduce the concept of Service Quality (SQ) in E-Supply Chain Management (E-SCM) and its impact on increasing Customer Satisfaction (CS) and provide insightful enhancements to the literature. In addition, the paper also examines the influence of SQ of E-SCM on CS in online shopping. After a comprehensive literature review, four key factors for measuring the E-Supply Chain (Process Control, Interaction with Supplier, Management Support, and Focus on Customers), four key factors for measuring CS (Informing Customers, Attention to Customers’ Needs, Staff Performance Accuracy, and Easy Access to Services), and four factors for measuring the quality of identification services (Assurance, Accountability, Tangibility and Reliability) were selected. The proposed conceptual model was then presented. This model was validated by data collected through a survey of 150 respondents in order to identify customer satisfaction, including that of customers of online websites in Iran. The sample data was analyzed using SPSS21, after which the interrelationships between the model and factors were examined based on the Partial Least Square-Structural (PLS). Model fit indices were then calculated for the dataset. The proposed model was validated using factor analysis and structural equation modeling techniques. The results indicated that E-SCM has a direct impact on CS. The effect of SQ was also confirmed. A positive and significant relationship was identified between E-SCM and CS, E-SCM and SQ, as well as SQ and CS (P> 0.05). The first limitation was to convince respondents to cooperate with the researchers. The second one was the lack of research-related background due to the subject being relatively new. This study, to the best of the authors’ knowledge, is the first empirical analysis on the CS assessment of SQ of E-Supply Chain in online shopping. This important link to online shopping has rarely been explored. It is expected that by filling this gap, this study will help in strengthening online shopping, which needs a change in the marketing area.

Nowadays, customers play a very important and vital role in the field of global economy. As a result, companies give special significance to the customers to survive and grow in the field of economic competition in the modern world and increase their relationship with the buyers of their products and services throughout their lifetime. Marketing growth through mobile phones has provided further motives for performing more researches in the field of customer behavior and attitude in mobile marketing. The goal of the current study is to analyze the effective factors on customer behavior in mobile marketing. The variables used in this study are perceived ease of use, individual knowledge, user’s mobile phone technology, customers’ negative attitudes, and customers’ positive attitudes. The current research is practical in terms of objective and is descriptive-analytic in terms of methodology. Data were gathered by distributing a questionnaire among 284 students of Tehran University. Data were analyzed by structural equation modeling using Lisrel and Expert Choice software. Test results showed that ease of use, individual knowledge, mobile phone technology, positive attitude, and negative attitude variables have a meaningful effect on customer behavior in mobile marketing. The confirmation of all the assumptions of the research supports the importance of the customer behavior analysis in mobile phone services.

Customer churn is a critical challenge for subscription-based businesses, especially in telecommunications, where retaining customers is essential to maintaining profitability. This study investigates the efficacy of two ML models, XGBoost and Random Forest, for predicting customer churn using a publicly available telecommunications dataset. The dataset, characterized by imbalanced classes, presents a crucial challenge addressed by incorporating the Gaussian Noise Upsampling (GNUS) sampling technique. The study evaluates and compares the two models using essential performance indicators, including precision, recall, accuracy, F1-score, and ROC-AUC, both with and without GNUS sampling. The results indicate that while XGBoost initially outperforms Random Forest across most metrics, both models show improved recall after the GNUS application, particularly in identifying churn cases. However, this improvement in recall comes with a trade-off in precision and overall accuracy. The findings highlight the relevance of using appropriate sampling techniques to tackle class imbalance in churn prediction and provide valuable insights for developing proactive customer retention strategies.

Service quality has been one of the most significant concepts in marketing literature over the last two decades, empirically linked with customer satisfaction and long-term sustainability for businesses. The purpose of this paper is to provide an extensive review of the evolution of marketing-related articles in service quality and development. The review synthesis has shown that the Grönroos and SERVQUAL were some of the earliest service quality models to broaden intangibles within services and homogenise user experience outcomes between industries. Service quality research has evolved with technological evolution and digitalisation, which has changed customer experience parameters and created new dimensions. New-age digital trends dictate high-quality services based on personalisation, customisation habits, and the advent of artificial intelligence (AI) and machine learning. Customer preferences and loyalty have more to do with sustainability and ethical con-siderations. The service quality concept implications include the drivers of value co-creation and which emerging technologies could inform how services are delivered to customers. The review also highlights some challenges and opportunities for service quality research, including new frontiers that consider the interaction between humans and machines and social infrastructure and physical environment contexts in which services are delivered. To address the issue of the lack of an integrated perspective, this study utilises findings from the literature, particularly those emphasising human-AI interactions. The study's implication is to give a more complete theoretical framework of service quality and to combine findings from different points of view. This will give practitioners more leverage to implement service-level strategies in changing market conditions.

In today's highly digitized and globalized financial environment, the need to protect payment systems from risk is more urgent than ever. Artificial intelligence (AI) technology is rapidly becoming a key tool in this space, with machine learning algorithms, big data analytics, and real-time monitoring enabling AI to effectively detect and prevent fraudulent activity, optimize risk management processes, and deliver intelligent services. AI not only improves the security and efficiency of payment systems, but also significantly improves customer satisfaction and loyalty. With the continuous development of AI technology and financial payment technology, the financial payment industry will usher in more innovations and changes in the future, further optimizing the payment process, improving payment efficiency, and ensuring payment security.

Purpose: This research investigates the influence of supplier relationship management methods on the operational efficiency and customer satisfaction of Italian restaurants.Design/Methodology/Approach: Employing a qualitative research methodology, data was gathered via interviews and questionnaires from a sample of 200 individuals across many Italian restaurants throughout Italy.Findings: The investigation uncovered robust relationships between supplier relationship management approaches and other operational factors, highlighting the interdependence of management tactics. Efficient management of supplier relationships not only improves the efficiency of the supply chain, but also has an impact on the procurement of ingredients, the variety of menu options, and the integration of technology.Research Limitations/Implications: Although technology developments were shown to enhance operational efficiency, their influence on customer satisfaction was minimal. The research highlights the complex nature of factors that influence customer happiness, indicating the need of adopting a well-rounded strategy that combines technology with personalised care. Identified continuous improvement opportunities provide valuable insights for restaurant owners to enhance strategy and better meet consumer expectations.Practical Implications: This research provides useful insights on the management of Italian restaurants, but it has limitations due to its qualitative approach and dependence on self-reported data.Social Implications: However, the results add to the current knowledge and provide practical consequences for restaurant owners who want to improve their operational efficiency and customer pleasure.Originality/Value: Italian restaurants may achieve long-term success in a highly competitive culinary industry by acknowledging the interdependence of management strategies and using customer-focused techniques.

Due to the irruption of new technologies in cities such as mobile applications, geographic infor-mation systems, Big Data, Internet of Things (IoT) or Artificial Intelligence (AI), new approaches to citizen management are being developed with the aim of adapting citizen services to this new en-vironment. These new services can enable city governments and businesses to offer their citizens a truly immersive experience that facilitates their day-to-day lives and ultimately improves their quality of life. In this sense, it is important to emphasize that all investments in infrastructure and technological developments in smart cities will be wasted if the citizens for whom they have been created eventually do not use them for whatever reason. To avoid these kinds of problems, the citizen's level of adaptation to the technologies should be evaluated. However, although much has been studied about new technological developments, studies to validate the actual impact and user acceptance of these technological models are much more limited. This paper tries to fill this gap presenting a new model of recommender system based in the most cited and used model in the scientific and academic literature: the Technology Acceptance Model (TAM) and using the most cited and agreed upon criteria in the existing literature. To accomplish the objective, this study in-troduces a novel recommender system that utilizes a fuzzy 2-tuple linguistic model in conjunction with the analytic hierarchy process (AHP) method to prioritize and personalize the relationship between tourists and smart cities. The methodology proposed in this paper was tested and validated in a case of study through different clusters to derive global recommendations tailored to each specific cluster. The main findings reveal that the use of technology is closely linked to the ability to enjoy personalized experiences in the realm of Smart Cities and Smart Tourism. As future works, authors recommend extending the recommender system model to any cluster of tourists using the proposed methodology and evaluate also other kind of disruptive technologies such as artificial intelligence (AI) in supporting the citizens.

This work focused on proposing a plan for improvement and control of the customer service process in a customer service center, based on a waiting line analysis where it describes all the elements that interact in the system and a statistical analysis of processes to define the state in which it operates. Subsequently, the simulation of processes is applied to represent the system studied, and with it, to be able to evaluate different strategies for improvement and increase in productivity. The following strategies were evaluated: correction of the instability of customer service processes, establishment of new specification limits according to the promise of value to be fulfilled to customers, human resource management, administrative technical support. Finally, with the results obtained from the simulation of the system, the improvement and productivity increase plan is planned according to the DMAMC (Define, Measure, Analyze, Improve, Control, or DMAIC) continuous improvement cycle established in six sigma

This study focused on the development and implementation of an educational simulation program based on Korean Triage and Acuity Scale (KTAS) for nurses in emergency medical centers who completed KTAS training. We also examined its educational effects based on the evaluation of clinical decision-making ability, job satisfaction, and customer orientation. The study participants were 30 nurses in the emergency medical center of a general hospital. Data were collected from May 3 to 24, 2017, and analyzed using SPSS 22.0. There was a significant difference in the mean scores in clinical decision-making ability, job satisfaction, and customer orientation before and after simulation education. In other words, emergency nurses who received KTAS-based simulation education program improved their clinical decision making ability, job satisfaction, and customer orientation. Based on the results of this study, it is expected that it can be used for KTAS education, and it was found that simulation-based education is a useful learning method for triage nurses in emergency medical center.

Despite good intentions, the increasing number of plastic bag bans aimed at alleviating marine plastic pollution saw a correlated increase in the number of unintended consequences that emerged alongside the bans, suggesting that human behavior towards plastic bag consumption have not changed, but merely shifted, and are feeding into other major international environmental catastrophes. Nudge theory, which helps people make better choices for themselves without inhibiting their free will, is a potential solution that has been shown to play a subtle but important role in providing options under circumstances where complex information needs to be streamlined for the wider community, avoiding any unintended consequences and behavioural shifts that might arise from instruments that diminishes autonomy. It is therefore timely to look into the insights of nudge theory to encourage a positive behavioural change to reduce plastic bag consumption. Here we apply a systematic literature review to show how successful applications of nudges in supermarkets can be leveraged to reduce plastic bag consumption. We find that the current applications of nudges in various industries worldwide, including supermarkets have produced positive and encouraging results, as well as producing lasting behavioural change among the wider community. Supermarkets are identified as a powerful deployment site of these nudges due to their positioning as a dominant provider of plastic bags to the wider community, as well as being the largest and leading provider of daily food needs. Finally, we synthesise our findings to produce a coherent and testable framework of actionable interventions that supermarkets can employ to nudge customers towards reduced plastic bag reliance, accompanied with a visual timeline of a customer shopping in a supermarket experiencing these nudges.

In today's rapidly evolving digital landscape, customer reviews play a crucial role in shaping the reputation and success of hotels. Accurately analyzing and classifying the sentiment of these reviews offers valuable insights into customer satisfaction, enabling businesses to gain a competitive edge. This study undertakes a comparative analysis between traditional natural language processing (NLP) models, like BERT, and advanced large language models (LLMs), specifically GPT-4 Omni and GPT-4o Mini, both pre- and post-fine-tuning with few-shot learning. By leveraging an extensive dataset of hotel reviews, we evaluate the effectiveness of these models in predicting star ratings based on review content. The findings demonstrate that the GPT-4 Omni family significantly outperforms the BERT model, achieving an accuracy of 67%, compared to BERT's 60.6%. GPT-4o, in particular, excelled in accuracy and contextual understanding, showcasing the superiority of advanced LLMs over traditional NLP methods. This research underscores the potential of using sophisticated review evaluation systems in the hospitality industry and positions GPT-4o as a transformative tool for sentiment analysis. It marks a new era in automating and interpreting customer feedback with unprecedented precision.

Loyalty is one of the greatest intangible assets that any organization can possess and improving client loyalty is a primary marketing goal that can have a significant financial impact on any business. This quantitative study examined the mediating role of communication on the relationship between satisfaction and loyalty (attitudinal and behavioral) in veterinary clinics, along with the moderating roles of trust, commitment, perceived value, and relational characteristics. Responses collected from 351 pet-owners through social media were analyzed using descriptive and inferential statistics. The results show that attitudinal loyalty (AL) has a strong positive relationship with communication at multiple points in a veterinary clinic whereas the relationship with behavioral loyalty was not as clear. Additional findings suggest that AL, which is influenced by trust in the veterinarian, communication from staff members and commitment, has a strong positive relationship with behavioral intentions, increases the number of products and services that a pet-owner consumes at his or her primary veterinary clinic, and attenuates the role of cost in receiving veterinary care. These findings can help veterinary clinic owners and managers in developing and implementing relationship strategies that improve pet-owner loyalty. The article that follows is a synopsis of the author’s dissertation.

This study explores the impact of artificial intelligence (AI) on digital marketing strategies, emphasizing how AI technologies have transformed marketing practices. AI's ability to analyze vast amounts of data has significantly enhanced targeting and personalization, enabling marketers to deliver highly relevant and tailored content to specific consumer segments. The integration of AI in content creation has streamlined processes, improving efficiency while maintaining high standards of quality and relevance. Customer engagement has also been revolutionized through AI-driven tools such as chatbots and predictive assistance, which provide real-time, personalized support and enhance overall user satisfaction. Despite the numerous benefits, the adoption of AI in digital marketing presents challenges, including data privacy concerns, algorithmic bias, high implementation costs, and the complexity of integrating AI with existing marketing systems. The shortage of skilled professionals further complicates effective AI utilization. Looking forward, the potential for AI to drive innovation in digital marketing is substantial, with opportunities for advancements in personalization, predictive analytics, and the integration of emerging technologies like virtual and augmented reality. However, it is essential for businesses to navigate these developments carefully, addressing ethical considerations and ensuring responsible use of AI to maintain consumer trust and achieve sustained success. This study provides insights into the transformative effects of AI on digital marketing and offers a comprehensive overview of the associated benefits and challenges, highlighting the need for a balanced approach to leveraging AI technology.

The unprecedented production and sharing of data, opinions, and comments among people on social media and the Internet in general has highlighted sentiment analysis as a key machine learning approach in scientific and market research. Sentiment analysis can extract sentiments and opinions from user-generated text, providing useful evidence for new product decision-making and effective customer relationship management. However, there are concerns about existing standard sentiment analysis tools regarding the generation of inaccurate sentiment classification results. The objective of this paper is to determine the efficiency of off-the-shelf sentiment analysis APIs in recognizing low-resource languages, such as Greek. Specifically, we examined whether sentiment analysis performed on 300 online ordering customer reviews using the Meaning Cloud web-based tool produced meaningful results with high accuracy. According to the results of the study, we found low agreement between the web-based and the actual raters in the food delivery services related data. However, the low accuracy of the results highlights the need for specialized sentiment analysis tools capable of recognizing only one low-resource language. Finally, there is a significant need for the creation of industry-specific lexical resources that provide decision-makers with valuable insights.

In recent years, e-commerce platforms have replaced conventional marketplaces. People are rapidly adopting internet shopping due to the convenience of making purchases from the comfort of their homes. Online review sites allow customers to share their thoughts on products and services. Customers and businesses are increasingly relying on online reviews to assess and improve the quality of products. Existing literature uses Natural language processing (NLP) to analyze customer reviews for different applications. Due to the growing importance of NLP for online customer reviews, this study attempts to provide a taxonomy of NLP applications based on existing literature. This study also examined emerging methods, data sources, and research challenges by reviewing 154 publications from 2013 to 2023 that explore state-of-the-art approaches for diverse applications. Based on existing research, the taxonomy of applications divides literature into five categories: sentiment analysis, review analysis, customer feedback and satisfaction, user profiling, and marketing and reputation management. It is interesting to note that the majority of existing research relies on Amazon user reviews. Additionally, recent research has encouraged the use of advanced techniques like Bidirectional Encoder Representations from Transformers (BERT), Long Short-Term Memory (LSTM), and ensemble classifiers. The rising number of articles published each year indicates increasing interest of researchers and continued growth. This survey additionally addresses open issues, providing future directions in online customer review analysis.

Customer satisfaction is the process of reaching a customer's expectations to generate delightful experiences with a product or a brand. Delight involves delivering an unforgettable experience to users by focusing on their requirements, desires, and interests. Delighting Customers is crucial for organizations’ economic growth worldwide, especially in the airline industry. This study aims to determine if safety measures, ticketing policies, and the cost of air travel impact among the airline passengers’ satisfaction post-COVID-19 in Malaysia. A research framework is designed to present an in-depth understanding of the mentioned variables. In this study, a comprehensive survey using online questionnaire was used and 388 valid responses were obtained from airline passengers in Malaysia. Data were analyzed by employing data reduction technique and multivariate data analysis. The results revealed that safety appears to be the most essential aspect of airline customer satisfaction among Malaysians, while cost is perceived as a significant factor. Moreover, as the cost of living rose because of the pandemic, many of the income earners in the lower category are less inclined to take vacations. In a nutshell, the study recommends that airlines implement a conscious practice that contributes to the happiness of passengers, which in turn increases profitability and ensures sustainable growth of the airlines.

Effective marketing decision-making benefits from a rigorous, data-driven process that systematically evaluates alternatives based on insights and analysis. This study develops and evaluates a 5-stage decision-making process model integrating marketing engineering principles aimed to optimize marketing decisions. An experiment randomized 150 participants into groups following either the proposed model or an unaided approach. Results indicate the model-following group achieved significantly higher ROI from marketing decisions (19.3% vs 16.4%) and employed key elements like customer segmentation, experimentation, and optimization to a greater extent. However, limitations including the experiment's scenario, self-report measures, and cross-sectional design constrain implications. Future research employing probability sampling, multiple decision contexts, longitudinal designs, manipulation checks, and objective metrics can further validate the proposed model. Overall, the study advances the understanding of how structured decision processes based on marketing engineering principles may optimize marketing decisions and outcomes.

The main objective of this study is to apply structural equation modeling with partial least squares and based on covariance to assess the satisfaction of residential electricity consumers. The methodology used compares the results of both structural equation models to indicate the model that best fits the problem of measuring the satisfaction of residential consumers of electricity concessionaires and licensees. The sample used in the survey contained questionnaire responses from 86.175 individuals considering the period from 2014 to 2018. The constructs evaluated were satisfaction, quality, value, loyalty, and trust. Confidence interval analysis shows that all weights are significant, demonstrating the importance of all the indicators that represent the constructs. The trust, quality, and value constructs can explain 74.4% of the variability of the satisfaction construct, so the explanatory capacity of this relationship is considered substantial. Finally, the evaluation of the performance of the service provided by the electric energy concessionaires/licensees, measured by customer satisfaction, allows for the continuous improvement of services and meeting, even if minimally, the expectations of its consumers.

Online food delivery service (OFDS) has been widely utilized during the new normal of COVID-19 pandemic especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction & loyalty in OFDS during the new normal of COVID-19 pandemic in Indonesia by utilizing an extended Theory of Planned Behavior (TPB) approach. 253 respondents voluntarily participated and answered 65 questions. Structural equation modeling (SEM) indicated that Hedonic Motivation (HM) was found to have the highest effect on customer satisfaction, followed by Price (P), Information Quality (IQ), and Promotion (PRO). Interestingly, this study found out that usability factors such as Navigational Design (ND) and Perceived Ease of Use (PEOU) were not significant to customer satisfaction and loyalty in OFDS during the new normal of COVID-19. This study can be the theoretical foundation that could be very beneficial for OFDS investors, IT engineers, and even academicians. Finally, this study can be applied and extended to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of COVID-19 in other countries.

With the rapid development of smart phones, tablets and their operative systems, many positioning enabled sensors have been built into these devices. Users can now accurately fix their location according to the function of GPS receivers. For indoor environments, as in the case we are studying, WiFi based positioning is preferred to GPS due to the attenuation or obstruction of signals. This paper deals with the automatic classification of customers in a Sports Shop Center on the basis of their movements around the shop's premises. To achieve this goal, we start by collecting (x,y) coordinates from customers while they visit the store. Consequently, any costumer's path through the shop is formed by a list of coordinates, obtained with a frequency of one measurement per minute. Then, a guess about the full trajectory is constructed and a number of parameters about these trajectories is calculated before performing an Unsupervised Learning Clustering Process. As a result, we can identify several types of customers, and the dynamics of their behavior inside the shop. This information is of great value to the company, to be used both in the long term and also in short periods of time, monitoring the current state of the shop at any moment, identifying different types of situation appearing during restricted periods, or predicting customer flow conditions

Purpose: There is limited research on the reasons behind startup failure, and none of the available studies use a competency approach. In this study we applied Spencer’s competency model to identify the competencies in startups which, according to their CEOs, contributed to failure. Methodology: Three coders analyzed the stories of 50 startup failures published online using modified Critical Incident Technique. Findings: Two salient competencies were identified playing a fundamental role in startup failures if missing: Information seeking and Customer service orientation. A network pattern of 9 more prevalent competency deficits was created: Technical/professional/managerial expertise, Analytical thinking, Flexibility, Self-control, Concern for order, quality and accuracy, Interpersonal understanding, Self-confidence, Team leadership and Teamwork and cooperation. Besides startup-specific behavior descriptions were added to Spencer’s competencies. Research implications: Competency approach and Critical Incident Technique method proved to be feasible to identify competency deficits in failed startups. Practical implications: The identified competency deficits offer relevant focus areas for the assessment and development of startup teams. Originality: The study provided research evidence to describe the competency deficits of startup teams that are connected to their failure.

Retail buildings can provide energy flexibility to the grid with the possibility of load shifting and building automation systems. Demand response is a collective innovation in the smart grid domain. Various stakeholders should be involved in the demand response activities to ensure the success. The owners or senior management of retail buildings need to consider the stakeholders who are directly influenced by the demand response participation, e.g. customers and employees. Meanwhile, demand response activities are influenced by various factors, such as energy market structure, policy, etc. Therefore, this paper investigates the demand response readiness for retail buildings with three aspects: energy control preferences, stakeholder engagement, and cross-national differences. A questionnaire is designed and collected with store managers in Denmark (N=51) and the Philippines (N=36). The result shows that: 1) retail stores are much readier to participate in the implicit demand response by manual energy control compared to the utility control or building automation. Meanwhile, store managers have significant concerns about business activities and indoor lighting compared to other aspects; 2) the statistically significant influential factors for retail stores to participate in the demand response are related to whether the DR participation matches the company goals, influences business operation, and whether retail stores are lack of related knowledge; 3) retail stores believe that stakeholders should be informed about the DR activities but not involved in; 4) there are significant differences regarding the energy control preferences and concerns between retail stores in Denmark and the Philippines, but no significant difference regarding the stakeholder engagement.

In recent years of technological advancements, the digitization of information has become a crucial factor for the growth and sustainability of small and medium-sized enterprises (SMEs), particularly in developing countries. These enterprises face a growing problem in accessing IT resources due to financial and lack of qualified IT personnel in their regions. This led to a growing interest in database and data warehouse technologies, which serve as foundational tools for organizing, storing, and analyzing vast amounts of data. This systematic review proposes to evaluate the impact of database and data warehouse technologies on organizational performance by employing the 2020 Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework, this review thoroughly synthesizes existing literature to identify the key benefits and challenges associated with the adoption of these technologies in SMEs. The proposed inclusion criteria were bounded by (1) publication date between 2014 and 2024, (2) research written in English, (3) research work focusing on evaluating the impact of database and data warehouse technologies on organizational performance, (4) research with a clear evaluation analysis of database and data warehouse technologies research framework. Following these guidelines, 150 eligible research studies were included. The analysis reveals a wide range of findings concerning the impact of database and data warehouse technologies. Key results include the identification of cost-efficiency trends, improvements in decision-making processes, enhancements in customer relationship management, and gains in operational efficiency. The findings provide actionable guidance for SMEs, policymakers, and IT professionals seeking to leverage these technologies to enhance organizational performance. To the best of our knowledge, this systematic review offers a comprehensive analysis that fills a gap in the existing literature on the impact of these technologies on organizational outcomes.

The modern world is gradually moving towards a global civilisation that is automated and propelled by technology. Artificial intelligence (AI) is a highly advanced technology that has been acknowledged as a major innovation. The incorporation of this technology into the banking sector has enhanced operational procedures in relation to customer satisfaction, virtual assistance, and risk reduction. This machine is employed to streamline activities and improve how decisions are made in this sector. This study investigates the potential benefits and challenges of implementing artificial intelligence in the banking sector. The methodology ensures a comprehensive understanding of the implementation of artificial intelligence in banking by showcasing its effectiveness, precision, and efficiency, as well as the opportunities it presents. The study data were collected from secondary sources, such as recent publications that demonstrate applications of artificial intelligence from five different banks, as well as the examination of industry reports. The main findings of this study demonstrate the substantial improvement of administrative operations through AI-driven technology, which effectively automates activities that include inputting data and handling information. As a result, the frequency of mistakes caused by people has reduced, leading to a 30% decrease in operational expenditures for all evaluated institutions. However, the banking industry admits the challenges it encounters, such as issues with confidentiality and a scarcity of skilled employees. In the financial services industry, the integration of artificial intelligence into the banking sector is perceived as an advantageous chance instead of a harmful danger, with a greater potential for beneficial impact.

This study explores the application of data mining techniques in marketing strategies, highlighting their impact on customer segmentation, predictive analytics, and personalization. Data mining has emerged as a transformative tool for businesses seeking to enhance their marketing effectiveness by providing deep insights into customer behavior and preferences. Techniques such as clustering, predictive modeling, and personalization are examined for their roles in improving marketing outcomes. Clustering methods, including K-means and hierarchical clustering, enable businesses to categorize customers into meaningful segments, allowing for more targeted marketing efforts. Predictive analytics, utilizing models like decision trees and neural networks, offers the capability to forecast future customer behaviors and trends, thereby optimizing resource allocation and strategy planning. Personalization techniques, such as collaborative filtering and dynamic recommendations, enhance customer engagement by delivering tailored content and offers. Despite these advantages, the study also addresses the challenges associated with data mining, including data privacy concerns, data quality issues, and the shortage of skilled personnel. These challenges underscore the need for effective data management practices and ethical considerations in the application of data mining. Furthermore, the integration of emerging technologies like artificial intelligence and real-time analytics is discussed as a means to overcome existing obstacles and drive future advancements in marketing strategies. The findings underscore the significant role of data mining in revolutionizing marketing practices and highlight the ongoing need for adaptation and innovation in response to evolving market dynamics.

This study investigates how customers’ technological readiness affects service quality and the adoption of self-service banking by developing an empirical model. The model was proposed to explore the relationships between technology readiness, self-service quality, and customer satisfaction. The hypotheses and stability of the model were tested using structural equation modeling. The findings revealed that technology readiness, including the optimism, innovation, and insecurity dimensions, had a significant positive impact on self-service quality. In addition, service quality fully mediated the relationship between technological readiness and customer satisfaction. These results suggest that when customers are ready to embrace and use new technology, their evaluation of service quality is high. Thus, bank managers should drive customer perceptions of the quality of self-service banking by improving their technological readiness through various measures. Furthermore, based on the mediating effect of self-service quality, banks must be aware that improving service quality can enhance customer satisfaction and maintain a competitive advantage.

This study examines the Willingness-To-Pay (WTP) of consumers and the determinants of eco-labeling for the organic cocoa powder produced in the Dong Nai UNESCO Biosphere Reserve (DNBR), Southern Vietnam. Eco-labels are designed according to Tiers of eco-labeling for biosphere reserves (BR) introduced by UNESCO include BR Destination (Tier 1), BR Quality Label (Tier 2), and Professional Certification Label (Tier 3). Questionnaires are delivered to 203 customers in the DNBR and nearby places, such as Dong Nai and HCMC. This study employs a hybrid approach using descriptive statistics, ANOVA test, and Partial Least Squares Structural Equation Model (PLS-SEM). The results indicate that gender and educational level have a positive effect on consumers' preferences. Customers are willing to pay more for cocoa powder with an eco-label than one with an organic label. Perceived food safety and product knowledge lower customers’ WTP, whereas agricultural environment and pricing concerns increase it. Tier 2 is suggested for labeling cocoa powder in the DNBR. The DNBR Management Board, together with the federal and provincial governments, should all follow a similar certification process. Increased eco-label awareness is crucial for the future of environmentally responsible shopping and responsible business practices.

In response to droughts, various media campaigns and water saving instructions are released, often however, with only temporary water conservation effects. A promising development is this regard are Digital Water Meters (DWM) that provide near real-time water-use feedback. Despite extensive DWM experience in some water-stressed regions, a profound understanding of the initial attitude towards DWM and message tailoring opportunities are rarely empirically explored. Therefore, we aim to obtain insights into the attitude towards the introduction of DWM and explore opportunities for message tailoring, a topic of extra relevance as we may be on the threshold of a large-scale implementation in many world regions. Messages tailored to (i) normative beliefs and attitudes on drinking water, (ii) water-use activity and (iii) phase of decision-making, seem particularly compatible with DWM. Through a survey (n=1037) in the Netherlands, we observe that 93% of respondents have no objections utility investments in DWM and that 78% would accept a free DWM because of improved leakage detection, lower costs and environmental considerations. Finally, instead of sociodemographic factors, we observed that an attitude-based customer segmentation approach proved an especially useful predictor of respondent’s motivation to endorse DWM and forms a promising basis for water conservation message-tailoring strategies.

This study examines the development of effective social media strategies for businesses, focusing on how small and medium-sized enterprises (SMEs) can leverage these strategies to boost revenue and sustain growth. In the context of a dynamic digital environment, SMEs face challenges in maximizing the benefits of social media platforms due to limited resources and expertise. Using the 2020 Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA), this study analyzed sixty-nine research papers to identify key strategies that contribute to successful social media marketing. The review considered factors such as content quality, engagement techniques, platform selection, and targeted advertising. The findings suggest that tailored strategies that align with business objectives and audience needs, coupled with consistent engagement and content relevance, lead to more significant revenue growth and customer retention. However, the lack of data on long-term impacts and industry-specific insights limits the generalizability of these findings. This study provides a foundation for SMEs to develop strategic social media marketing plans, but further research is needed to explore long-term effects and industry-specific variations.

Artificial intelligence (AI) has emerged as a transformative force in retail operations, promising significant advancements in efficiency, customer engagement, and competitive positioning. This research explores the integration of AI in retail, focusing on its potential benefits, challenges, and future trends. Through a comprehensive analysis, the study identifies key motivations for AI adoption, such as enhancing operational efficiency, optimizing inventory management, and personalizing customer interactions. Retailers are increasingly leveraging AI to streamline processes and gain insights into consumer behavior, which allows for more strategic decision-making and improved customer experiences. However, the implementation of AI is not without its obstacles. High costs, the need for specialized skills, and concerns about data privacy and ethical use of AI present substantial challenges. The impact of AI on employment, including job displacement and the necessity for reskilling, is also a critical consideration. Future trends suggest that AI will continue to drive innovation in retail, with developments in AI-powered analytics, autonomous retail solutions, and sustainability initiatives shaping the industry’s future. The study highlights the importance of addressing these challenges and ethical considerations to fully realize the potential of AI in retail. The findings emphasize the need for retailers to adopt a strategic approach to AI integration, balancing innovation with responsible practices to achieve long-term success. Overall, this research provides valuable insights into the evolving role of AI in retail and offers a foundation for understanding the complexities and opportunities associated with its adoption.

This qualitative study explores the dynamics of customer satisfaction and supplier collaboration within Italian restaurant operations. Through in-depth interviews, participant observations, and document analysis, the research investigates key factors influencing these relationships. Trust and communication emerged as foundational elements, crucial for ensuring reliable ingredient supply and maintaining culinary authenticity. Quality and authenticity of ingredients were identified as primary drivers of customer satisfaction, underscoring the strategic role of suppliers in delivering superior dining experiences. Customer feedback played a pivotal role in shaping operational practices, highlighting the iterative process of adapting to customer preferences to enhance service delivery and loyalty. Emotional intelligence among managers facilitated effective supplier relationships, fostering collaborative partnerships and navigating operational challenges with empathy and skill. Economic considerations were vital in balancing cost efficiencies with quality standards, guiding strategic decisions in supplier management. Technological integration enhanced supply chain management, optimizing logistics and responsiveness to market demands. The adoption of sustainable sourcing practices reinforced restaurants’ commitment to environmental stewardship and community engagement, aligning with consumer preferences for ethical dining options. The findings suggest actionable insights for restaurant managers to optimize supplier collaborations, enhance operational efficiency, and sustain competitive advantage in the hospitality industry.

The integration of supply chain analytics and Customer Relationship Management (CRM) systems represents a critical strategy for organizations seeking to enhance operational efficiency and customer-centricity in today's competitive business environment. This qualitative study investigates the motivations, strategies, challenges, and outcomes associated with integrating supply chain analytics with CRM systems across diverse industries. Motivations for integration include gaining a unified view of customer data, improving decision-making capabilities, enhancing operational efficiency, and ensuring strategic alignment across organizational functions. Strategies employed by organizations include cross-functional collaboration, investment in scalable technology platforms, and leadership commitment to drive successful integration initiatives. Despite the potential benefits, the integration process presents challenges such as data integration complexities, technical interoperability issues, and organizational resistance to change. Addressing these challenges requires robust technological solutions, effective change management strategies, and a proactive approach to data governance and security. The study identifies significant outcomes from integration efforts, including improved operational efficiency through streamlined processes and optimized resource allocation, enhanced customer insights leading to personalized experiences, and strengthened strategic decision-making supported by real-time analytics.

This paper explores the capability of various machine learning algorithms, including Random Forests and advanced gradient boosting techniques such as XGBoost, LightGBM, and CatBoost, to predict customer churn in the telecommunications sector. For this analysis, a dataset available to the public was employed. The performance of these algorithms was assessed using recognized metrics, including Accuracy, Precision, Recall, F1-score, and the Receiver Operating Characteristic Area Under Curve (ROC AUC). These metrics were evaluated at different phases: subsequent to data preprocessing and feature selection; following the application of SMOTE and ADASYN sampling methods; and after conducting hyperparameter tuning on the data that had been adjusted by SMOTE and ADASYN. The outcomes underscore the notable efficiency of upsampling techniques such as SMOTE and ADASYN in addressing the imbalance inherent in customer churn prediction. Notably, the application of random grid search for hyperparameter optimization did not significantly alter the results, which remained comparatively unchanged. The algorithms' performance post- ADASYN application marginally surpassed that observed after SMOTE application. Remarkably, LightGBM achieved an exceptional F1-score of 89% and an ROC AUC of 95% subsequent to the ADASYN sampling technique. This underlines the effectiveness of advanced boosting algorithms and upsampling methods like SMOTE and ADASYN in navigating the complexities of imbalanced datasets and intricate feature interdependencies.

Background: In today’s competitive market, predicting customer churn with high accuracy is crucial for enterprises to maintain growth and profitability. Traditional predictive models often lack in accuracy due to the complexity of customer behavior.Objective: This research aims to improve the accuracy of predicting customer churn by utilizing the Particle Swarm Optimization (PSO) algorithm for optimizing the hyperparameters of a composite deep learning model. The performance of this enhanced model is evaluated against traditional models such as LSRM_GRU, LSTM, GRU, and CNN_LSTM to demonstrate the effectiveness of PSO in hyperparameter tuning.Methods: A composite deep learning approach was employed, integrating various neural network architectures to leverage their strengths in modeling complex customer interactions. The PSO algorithm was used to optimize the model’s hyperparameters. Customer transaction and interaction data from different business operations served as the dataset for testing and analyzing the model’s performance. Evaluation metrics including accuracy, precision, recall, F1 score, and ROC AUC were utilized for a detailed comparison with established models.Findings: The PSO-enhanced composite deep learning model showed superior performance across all metrics, significantly outperforming the LSRM_GRU, LSTM, GRU, and CNN_LSTM models. Notably, improvements in ROC AUC and F1 score highlight the robustness and balanced precision-recall trade-off of the proposed model, demonstrating its effectiveness in identifying potential churners.Conclusion: The integration of PSO for hyperparameter optimization in composite deep learning models for customer churn prediction has proven to significantly enhance predictive accuracy and performance metrics over conventional models. This underscores the potential of evolutionary algorithms in improving deep learning applications. Future research should explore the scalability of this approach across various sectors and further refine predictive accuracy with evolving customer data.

As the digital era advances, many industries continue to expand their use of digital technologies to support company operations, notably at the customer interface, bringing new commercial opportunities and increased efficiencies. However, there are new sets of responsibilities associated with the deployment of these technologies, encompassed within the emerging concept of corporate digital responsibility (CDR), which to date has received little attention in the academic literature. This exploratory paper thus looks to make a small contribution to addressing this gap in the literature. The paper adopts a qualitative, inductive research method, employing an initial scoping literature review followed by two case studies. Based on the research findings, a simple model of CDR parameters is put forward, and the article concludes with a discussion of a number of emergent issues - fair and equitable access, personal and social well-being, environmental implications, and cross-supply chain complexities - that suggest possible directions for future research.

With the development of information technology and the popularization of mobile devices, collecting various types of customer data such as purchase history or behavior patterns became possible. As the customer data being accumulated, there is a growing demand for personalized recommendation services that provide customized services to customers. Currently, global e-commerce companies offer personalized recommendation services to gain a sustainable competitive advantage. However, previous research on recommendation systems has consistently raised the issue that the accuracy of recommendation algorithms does not necessarily lead to the satisfaction of recommended service users. It also claims that customers are highly satisfied when the recommendation system recommends diverse items to them. In this study, we want to identify the factors that determine customer satisfaction when using the recommendation system which provides personalized services. To this end, we developed a recommendation system based on Deep Neural Networks (DNN) and measured the accuracy of recommendation service, the diversity of recommended items and customer satisfaction with the recommendation service. The experimental results of is the study showed that both recommendation system accuracy and diversity would have a positive effect on customer satisfaction. These results can further improve customer satisfaction with the recommendation system and promote the sustainable development of e-commerce.

The degree of collaboration among supply chain partners and the structure of the network are important determinants of the level of satisfaction customers derive from the products or services. However, the effects of these dimensions on customer satisfaction at the downstream section of the supply chain remain under-researched in Nigeria. This study precisely examined the effects of collaboration and supply chain design on customers’ satisfaction at the downstream end of the chain using Ekiti State as study area. The study employed descriptive survey design with the use of structured Likert scale questionnaire administered to 381 retailers of noodles in Ekiti State. The research hypotheses were analysed using simple linear regression as statistical technique with the aid of SPSS version 22.0. At the end of the study, it was observed that both collaboration and supply chain design were significant predictors of customers’ satisfaction of instant noodles in Ekiti State. However, collaboration among supply chain partners emerged as stronger determinant of customers’ satisfaction than supply chain design. The study concludes that these two practices of supply chain management are highly important criteria any manufacturing firm especially in the noodles industry must pay close attention to in order to satisfy her consumers.

This paper explores the effects of internal marketing practices and transformational leadership on employee customer-oriented behaviour. It uses social exchange and broadened-and-build theories to extend the motivation-opportunity-ability framework to the internal marketing and customer-oriented behaviour literature. Basic psychological needs theory is applied to refine the conceptualisation of internal marketing practices for a more holistic view of employee needs by including spiritual needs. Survey data from 174 frontline employees from the service sector in Pakistan is analysed using PLS-SEM. Results reveal a positive influence of internal marketing practices and transformational leadership on employee customer-oriented behaviour. Specific internal marketing practices and strategies are offered.

Big data analytics has fundamentally transformed how organizations enhance customer experience by leveraging vast amounts of data to tailor interactions, streamline services, and drive strategic decisions. This research explores the multifaceted role of big data in improving customer experiences, focusing on its impact on personalization, customer service, operational efficiency, and strategic decision-making. By analyzing recent advancements and applications, the study highlights how big data analytics enables highly personalized recommendations, targeted marketing efforts, and dynamic content that significantly enhance customer engagement. Additionally, it examines the improvements in customer service through real-time support, sentiment analysis, and predictive assistance, which collectively contribute to a more responsive and customer-centric approach. The research also addresses how big data analytics optimizes operational efficiency by streamlining workflows, improving resource allocation, and reducing costs, thus enhancing overall organizational performance. Strategic decision-making benefits from data-driven insights into market trends, pricing strategies, and competitive positioning, allowing organizations to adapt and thrive in a competitive environment. However, the study also acknowledges the challenges associated with data quality, privacy, and investment, emphasizing the need for robust measures to address these issues. Furthermore, the integration of big data with emerging technologies such as artificial intelligence, the Internet of Things, and blockchain presents new opportunities and complexities in enhancing customer experience. Overall, this research underscores the transformative potential of big data analytics while highlighting the importance of addressing its associated challenges to fully capitalize on its benefits.

This research explores the transformative impact of artificial intelligence (AI) on personalizing marketing campaigns, highlighting how AI technologies are reshaping modern marketing practices. AI tools such as machine learning, natural language processing (NLP), predictive analytics, deep learning, and computer vision are integral to enhancing customer engagement and optimizing marketing strategies. Machine learning algorithms enable precise customer segmentation and personalized recommendations, leading to more targeted and effective marketing messages. NLP facilitates the analysis of customer sentiment and enhances communication through advanced language processing and AI-powered chatbots. Predictive analytics and deep learning provide businesses with the capability to forecast customer behaviors and recognize complex data patterns, further refining marketing efforts. Computer vision technology contributes to personalization through innovations like visual search and augmented reality, creating immersive customer experiences. Despite the numerous benefits, the adoption of AI in marketing presents several challenges. Data privacy and security concerns, integration complexities, and the potential for algorithmic bias are critical issues that need to be addressed. Ethical considerations, including transparency and fairness in data usage, are also paramount to maintaining customer trust and ensuring responsible AI application. The future of AI in marketing promises continued advancements, with trends such as hyper-personalization and enhanced integration with technologies like the Internet of Things and voice search expected to drive further innovation. Overall, AI significantly enhances marketing effectiveness by offering tailored solutions and strategic insights while necessitating a thoughtful approach to ethical and practical challenges.

The integration of supply chain data analytics with marketing strategies has become increasingly critical for organizations seeking to enhance customer insights and competitive advantage in today's dynamic business environment. This qualitative research explores the intersection of these two disciplines, focusing on implementation strategies, benefits, challenges, and future directions. Through semi-structured interviews with industry experts and stakeholders, key themes emerged, highlighting the importance of cross-functional collaboration, technological integration, and robust data governance in achieving effective integration. The study identifies significant benefits, including enhanced customer insights, improved operational efficiencies, and competitive advantage through personalized marketing strategies and optimized supply chain management. However, challenges such as data silos, technological complexities, and regulatory compliance issues pose barriers that require strategic solutions and organizational commitment. Future directions point towards the continued evolution of predictive analytics, AI-driven solutions, and sustainability integration, shaping the future landscape of supply chain management and marketing. Proactive engagement with regulatory frameworks and ethical considerations will be crucial in navigating these challenges and building trust with consumers. Ultimately, this research contributes to a deeper understanding of how organizations can leverage data analytics to drive strategic decision-making, enhance customer relationships, and achieve sustainable growth in an increasingly data-driven economy.

This study explores the intricate dynamics of customer-centric supply chains and the pivotal role of marketing innovations in enhancing efficiency and customer satisfaction. Employing a qualitative research methodology, semi-structured interviews were conducted with key stakeholders in supply chain management across various industries, providing rich insights into the practices and perceptions related to customer-centric strategies. The findings highlight the centrality of understanding and anticipating customer needs, which necessitates a cultural shift within organizations to prioritize customer satisfaction at all levels. Digital marketing tools, data analytics, e-commerce platforms, and social media emerged as critical enablers of these customer-centric supply chains, facilitating real-time insights, direct customer engagement, and personalized experiences. The integration of these technologies has led to more accurate demand forecasting, optimized inventory levels, and enhanced agility and responsiveness in operations. Furthermore, the study underscores the importance of collaboration and partnership within the supply chain network, emphasizing joint initiatives and strong relationships with stakeholders as key drivers of improved resource utilization and service levels. Sustainability, entrepreneurship, and emotional intelligence also play significant roles in shaping effective customer-centric supply chains. Sustainable practices meet growing consumer demands for environmental and social responsibility, while an entrepreneurial mindset fosters continuous innovation and competitiveness. Emotional intelligence among leaders and employees enhances trust, conflict resolution, and collaboration, contributing to a positive organizational culture and superior customer satisfaction. Overall, this study provides comprehensive insights and actionable recommendations for businesses seeking to navigate the complexities of customer-centric supply chain management and leverage marketing innovations to achieve sustainable competitive advantage.

In today's business world, many companies have realized that consumer feedback evaluations play a crucial part in shaping the company's future activities. The hotel and tourism industries are well-known examples where the user feedback has become crucial. Even though most accommodations want their clients to express their opinions about their services, these reviews are nevertheless carefully reviewed by them. This manual approach is time demanding and error prone, the level of expertise of the individual analyzing the evaluations determines the quality of the manual analysis. This research focuses on the development of a tool-based support system that analyzes text-based customer evaluations and then highlights the maintenance issues identified in the reviews, removing the need to manually evaluate and analyze the customer reviews. The process includes data preparation, sentiment analysis, and a fully trained deep learning model to extract critical insights. Using sentiment analysis techniques after data preprocessing and trained deep learning model, an accuracy of 96% was achieved, and this paper discusses how this technology helps to meet the needs of accommodation management by completing activities efficiently. This might save management time and helps to save money without losing clients, allowing them to enhance their additional sales.

The purpose of this manuscript is to examine the extent to which Polish SMEs use digital marketing tools in the context of their impact on economic performance. The choice of the objective is due to the research gap related to the lack of studies on the impact of the use of digital marketing tools on economic performance by SME companies in Poland. In order to achieve the objective, a two-stage approach was used. The first stage identified the degree of use of digital marketing tools by Polish SMEs compared to EU countries based on secondary data. The second stage analyzed the impact of the use of selected digital marketing and sales communication tools on the economic performance of Polish SMEs. The analysis was based on primary data, which were the results of surveys conducted on a sample of 574 Polish SMEs in the industrial sector. The analysis used statistical methods such as difference significance tests (Mann-Whitney U test, ANOVA Kruskal-Wallis test and Dunn's post-hoc tests), Kendall's rank correlation coefficient and Multivariate Adaptive Regression Splines (MARSplines). The results obtained have theoretical and practical values. The theoretical implications are the enrichment of the marketing concept of customer value creation taking into account the digital customer, which is also the originality of the research. Practical implications refer to indicating to SME managers the need for, as well as ways of implementing and financing digital technologies within the framework of various EU programs for digital transformation of member states.

This research explores the pivotal role of big data analytics in enhancing retail marketing and supply chain optimization. As the retail industry undergoes rapid digital transformation, big data analytics has emerged as a critical tool for gaining competitive advantage and improving operational efficiency. The study delves into the various applications of big data analytics, including customer segmentation, personalized marketing, demand forecasting, inventory management, dynamic pricing, and supply chain optimization. It highlights how retailers leverage data from diverse sources to gain insights into consumer behavior, market trends, and operational performance, leading to more informed decision-making. The findings underscore the significant benefits of big data analytics in enhancing customer experiences through targeted engagement and personalized service. Additionally, the research addresses the ethical considerations and challenges associated with data privacy, security, and potential biases in analytics models. It emphasizes the importance of maintaining high standards of data quality and ethical practices to ensure the responsible use of data. The conclusion reiterates the transformative impact of big data analytics in the retail sector, suggesting that while it offers substantial advantages, careful management of its challenges is crucial. The study provides valuable insights into how retailers can harness the power of big data analytics to drive growth, innovation, and long-term success in an increasingly competitive and data-driven market environment.

This study explores the transformative impact of e-commerce technologies on supply chain management within the retail sector. Through a thematic analysis of current literature and qualitative research findings, the study examines how technologies such as real-time monitoring, predictive analytics, AI, blockchain, and IoT are reshaping inventory management, procurement, logistics, and customer service. The research highlights significant improvements in operational efficiency, decision-making, and customer experience driven by these technologies. However, challenges such as system integration complexities, cybersecurity risks, and regulatory compliance issues are also identified. The study emphasizes the strategic adoption and integration of e-commerce technologies to enhance supply chain resilience, sustainability, and competitiveness. Insights from the analysis underscore the evolving role of technology in driving innovation and efficiency across supply chain functions, while also necessitating careful management of risks and complexities. Looking forward, the study discusses future trends including AI advancements, IoT connectivity, and blockchain applications, which are poised to further revolutionize supply chain dynamics. By addressing these trends and challenges strategically, retailers can leverage e-commerce technologies to optimize operations, mitigate risks, and meet evolving consumer demands in a digital-first marketplace.

In today's volatile and competitive business landscape, achieving synergy between supply chain agility and marketing flexibility is imperative for organizations striving to enhance resilience and maintain competitiveness. This qualitative study explores the integration of these strategic elements and their impact on organizational performance in turbulent markets. Semi-structured interviews were conducted with key stakeholders from diverse industries to capture insights into adaptation strategies, challenges, and outcomes associated with aligning supply chain agility and marketing flexibility. Findings reveal that supply chain agility, characterized by rapid response capabilities to disruptions and fluctuating demands, is essential for optimizing operational efficiency and maintaining continuity in uncertain environments. Meanwhile, marketing flexibility enables organizations to adjust strategies swiftly based on real-time market insights, enhancing customer engagement and market responsiveness. The study identifies organizational silos, resistance to change, and technological limitations as primary barriers to achieving seamless integration. Benefits of synergy include improved customer satisfaction, accelerated time-to-market for new products, and enhanced competitive advantage through personalized marketing strategies and optimized resource allocation. Moreover, organizations that effectively integrate supply chain agility with marketing flexibility reported greater innovation, employee satisfaction, and sustainable growth.

This research explores the influence of nationality and financial literacy on satisfaction with neobank services among university students. Through a comparative analysis between German and international students, the study unveils that international students exhibit significantly higher satisfaction levels, suggesting that cultural differences and the requirement for international financial services play a crucial role Oishi et al., 1999. Although financial literacy was anticipated to have a strong impact, its effect on satisfaction did not reach statistical significance, indicating a nuanced relationship. This perhaps because the study sample of students partaking in the survey was mostly Graduate students in the field of Economics, Finance and Management. Demographic factors such as gender and age were found to be less influential compared to nationality and financial acumen Gelfand et al., 2011. These findings highlight the importance of tailored financial services and the potential of financial education in enhancing neobank satisfaction Gerrans et al., 2014. The study contributes to the understanding of consumer behavior in digital banking, offering insights for neobanks aiming to improve service adoption and customer loyalty within the university student demographic.

With the rise of internet technology and the growth of mobile communications, the global economy has undergone a significant transformation, shifting towards digital and soft markets. As a result, great efforts have been made to establish virtual marketplaces that provide customers with an exceptional shopping experience. One crucial aspect of this new paradigm is marketing, which has led to the emergence of a new stage known as E-marketing. In E-marketing, understanding customer behavior is of utmost importance. Marketing teams and companies are eager to gain insights into how different customer segments react to their products. Marketing strategies are now developed based on customer information such as financial status, location, age, gender, and more. As a result, the abundance of customer data generated by these new commerce technologies has surpassed the capabilities of traditional data analysis methods. To extract valuable knowledge from this vast amount of data, data mining technologies have come into play. Techniques such as clustering, classification, and prediction are utilized to mine marketing data and uncover hidden patterns and trends. The impact of data mining on E-marketing has been the subject of analysis in this study. A questionnaire-based review was conducted to collect the necessary data, which was then analyzed using SPSS 23 software. The study's results demonstrate that data mining can significantly enhance the performance of E-marketing by providing intelligent and efficient predictions of customer behaviour. Moreover, this technology offers similar advantages for end-customers as well. By leveraging the power of data mining, companies can gain valuable insights, tailor their marketing efforts, and ultimately provide better products and services to their customers in the digital marketplace.

Recent global trends related to the increasing use of e-commerce are becoming a challenge for courier transport especially in the last-mile process of delivering products to the final retail recipient. One of the delivery methods is the personal collection of the parcel in an automated post box, available 24/7 for the customer. This research aims to define the most important attributes of the courier services quality, including the delivery of parcels through automated sending and receiving parcel lockers, leveraging advanced technologies, data, and connectivity to enhance the quality of life, sustainability, and efficiency for city residents. The research was based on a preliminary selection of the most important features of parcel lockers’ service quality, which were extracted from the analysis of scientific literature and previous research. The analysis was carried out by conducting a survey among city parcel locker users that provided data coded according to the dimensions of the Kano model. This allowed to conclude that the location of parcel stations, ensuring improvements for the disabled, adjusting the size of the parcel to the size of the box, proper placement of the parcel in the box and a properly functioning dedicated application are the most important features in the process of automatic delivery of parcels to recipients in urban areas. This paper enriches the literature on customer service quality of self-service technologies for last-mile delivery with the use of automated parcel lockers.

: Airports are often the centers driving economic development of the local community in which they are located and have a significant impact on the national economy. Therefore, the infrastructural development of the airport is of great importance. On the other hand, passengers are becoming more experienced, more informed and more demanding in achieving their own satisfaction related to the level of quality of the service provided. The new airport infrastructure has an impact on improvement of customer experience, but with the assumption that certain physical and operational conditions are met. The research found that, in addition to the facilities that are part of the passenger operations, passengers pay significant attention to the commercial facilities, design and ambiance of the passenger terminal. It can be concluded that with the new airport infrastructure development such as passenger terminal, a wow effect at the customers will be achieved, but that only right design of ambient, simplified passenger flows and organization of commercial areas with a diverse offer and acceptable prices will ensure long term customer satisfaction and that the experience gap remains positive and sustainable.

This research focuses on the customer orientation of insurance brokers, whose activity is regulated by the Law of 26/2006 of July 17 on the mediation of private insurances and reinsurances. The goal is to ascertain whether the intermediation inherent in the insurance broker’s activity, which implies a customer-oriented service, entails a positive behaviour that transcends the immediate environment, reaching society. This study presents a comparative analysis between the insurance brokerage society, characterised by providing a personalised customer service, and banks’ advisory services on insurance. To this end, we study the evolution of the total volume of business and new production, compared for a portfolio of insurance products. The results presented in this research suggest that the customer values the advisory service provided by the broker. However, for a particular business segment in standardised insurance products and products related to banking assets, customers are more likely to resort to the bank’s services. In addition, the results indicate that the commission percentages applied by the entities operating in the banking insurance channel exceed those perceived by the insurance broker. With all this, intermediation in the development of the insurer’s activity can entail an ethical and social behaviour that involves customer-orientation and, possibly, social service, which does not always benefit the insurer.