...International Journal of Scientific & Technology Research Volume 1, Issue 2, March 2012 ISSN 2277-8616 Impact of Customers Satisfaction And Customers Retention on Customer Loyalty Inamullah khan Abstract-The purpose of this study is to examine the importance of future customer’s relationship using customer satisfaction, and customer retention on customer loyalty in telecom industry of Pakistan. Questionnaires were distributed through electronic mail and self administered for data collection and linear regression analysis was used. The results show that customer satisfaction has significant while customer retention has insignificant impact on customer loyalty. The implications of the study are that a company should better manage their relationships with the customers as a competitive policy in mobile telephone marketplace. The weak side of the study is that it is limited to a single industry of mobile telecom industry. Key words: Customer satisfaction, Customer retention, Customer loyalty Jel code: M30 ———————————————————— 1. Introduction Customer loyalty is the focus in the research and It turn into an important concern for management only due to concentrated competition especially in service industry (Bodet, 2008). In emerging business, competition customer loyalty plays very crucial role for achieving the competitive advantages (Lin & Wang, 2006). It is significant important to analyze it in the context of customer retention and customer satisfaction, these two...
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...Human Factors of Knowledge-Sharing Intention among Taiwanese Enterprises: A Model of Hypotheses Cheng-Wu Chen,1,4 Min-Li Chang,2 and Chun-Pin Tseng3 1 Institute of Maritime Information and Technology, National Kaohsiung Marine University, Kaohsiung 80543, Taiwan 2 University of Maryland University College, College Park, Maryland 3 Chung Shan Institute of Science and Technology, Armaments Bureau, Taoyuan, Taiwan 4 Global Earth Observation and Data Analysis Center, National Cheng Kung University, Tainan, Taiwan 701 R.O.C. Abstract Knowledge management (KM) is very important in the business world of today. The Taiwanese government has recognized the importance of KM in helping small and medium enterprises (SMEs) to innovate through both their internal core competencies and external resources. This study combines the concept of social capital and motivation–opportunity–ability models by both social and technological dimensions to investigate the human factors that characterize knowledge sharing and the motivational elements that can encourage investment in it. In addition, this study also proposes some possible perspective suggestions for implementing KM initiatives to reinvigorate Taiwanese SMEs. C 2012 Wiley Periodicals, Inc. Keywords: Knowledge management; Knowledge sharing; Human factor; Taiwanese Enterprises; Small and medium enterprises 1. INTRODUCTION Small and medium enterprises (SMEs) serve as the key economic players in many countries. Davenport, De Long, and Beers...
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...Conceptualizing and measuring experience quality: the customer’s perspective Ting-Yueh Changa∗ and Shun-Ching Horngb aGraduate Institute of Leisure, Recreation and Tourism Management, Southern Taiwan University, No. 1, Nantai Street, Yung-Kang City, Tainan 71005, Taiwan, Republic of China; bGraduate Institute of Business Administration, National Chengchi University, 64, Section 2, ZhiNan Road, Wenshan District, Taipei 11605, Taiwan, Republic of China (Received 14 October 2008; final version received 7 November 2008) Today many customers, managers, and scholars have become aware of the importance of experiences, which are characterized as satisfying customers’ psychic or personal needs. For customers, they care more about the experiences that are provided by stores, and they are willing to pay for them. As for managers, attractive experiences are the products they have taken great efforts to create, manage, and sell. For academic researchers, experiences are considered as distinct economic offerings that are different from goods and services. These scholars believe that the focus of the economy has been transferred to experience (O’Sullivan, E.L., & Spangler, K.J. (1998). Experience marketing: Strategies for the new millennium. State College, PA: Venture Publishing), and that experience industries are on the rise (O’Sullivan, E.L., & Spangler, K.J. (1998). Experience marketing: Strategies for the new millennium. State College, PA: Venture Publishing; Pine, B...
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...A Tiger vs a Cat -Difference between Chinese and Western Education- Yu Kang Pace University Fall 2011 ELI 084A Midterm Research Paper Tara Vassallo November 9, 2011 Abstract According to A cultural perspective for the differences between Chinese education and Western education, there are considerable differences between Chinese and Western education due to the influence of culture and history. What’s more, the article- Views on differences between Chinese and Western education from quality education and Analysis of the differences between Chinese education and Western -show the differences on school and family education specifically and separately. Chinese education is characterized by setting diversified strict rules and regulations on students; Whereas, Western students get more freedom and chances to choose and develop what they really interested in. Generally speaking, Chinese students usually are good law-keeper and possess solid basic foundation but lacking creative spirit. Western kids are more independently and do good jobs on innovation. However, they don not stress too much on discipline and hard working. Zhao and Bai said in Draw inspiration from comparing that Chinese and Western education should learn from each other (1999, p. 46). Therefore, integrating the essence of these two education systems will come up with a better one. Tiger VS Cat Difference between Chinese education and Western Education At the beginning of 2011, a book named “Battle...
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...Trust: A Concept Analysis The term trust encompasses a wide array of meaning. It can be regarded both as a logical and an emotional act. Trust can be defined as having utter belief in the reliability, ability or truth of any person or thing; it is a state where the acceptance of truth even without evidence or investigations becomes possible (Oxford University Press, 2013). However, according to Merriam-Webster (2013) trust is defined as a guaranteed reliance on the strength, character or the character of any entity. Trust is an utterly important concept, even when considering it from the perspective of the nurse management. As mentioned earlier, trust has an element of emotion and logic in it. It is considered logical where a person perceives the potential gains or losses of putting their reliance on someone, calculating the possible satisfaction derived out of putting their trust into them and only after carefully analyzing all these aspects, then deciding whether or not to trust someone. However, it can be referred as emotional when any entity exposes themselves to others, hoping that rather than taking advantage of their situation, the others would tend to understand their situation and support them open heatedly. There are various dimensions to trust, some of which could be defined under the terms of predictability, delayed reciprocity, value exchange and exposed vulnerabilities. Human beings have a knack of forecasting for their future and in doing so, it is imperative...
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...bridging social capital in Pakistan Saeed Ahmad a, *, Mudasir Mustafa b, Ahsan Ullah c a b c Department of Sociology, University of Gujrat, Pakistan Department of Sociology, University of the Punjab, Lahore, Pakistan Department of Information Management, University of the Punjab, Lahore, Pakistan a r t i c l e i n f o a b s t r a c t Article history: Received 16 March 2015 Received in revised form 14 October 2015 Accepted 14 December 2015 Available online 21 December 2015 The objectives of this confirmatory study were to investigate the association of socio-economic demographics (age, education of respondent, gender, monthly family income, parentage education), motives (communication and information, self-actualization and outward looking) of using Social Networking Sites (SNSs) and attitudinal and behavior variable (intensity of using SNS, self-esteem, gratification with university life, duration of use, and number of ties) with the formation of bonding and bridging social capital. Total 461 students, aged 18e35 years filled the questionnaire, from randomly selected departments of University of the Punjab, Lahore, Pakistan. Regression analysis was used to assess the association among variables. The study indicated that Facebook is the most popular SNS among university students in Pakistan. Intensity of using SNS, duration of using SNSs, and motives of using SNSs were found to be positively associated with formation of bonding and bridging social capital...
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...and Education S. J. Chang Illinois State University ABSTRACT As today’s business decisions and choices are increasingly influenced by the diverse cultural backgrounds and perspectives of various corporate stakeholders, it is critical for business managers to have multicultural understanding. This motivates us to refine our business perspectives and approaches in global arena as well as our educational philosophies on global business management. Based on casual yet experiential discussions, this essay presents some cohesive points on comparative cultural understanding and business implications thereof between the “West” and the “East,” which is presupposed by the cultural contrasts between America and Korea. It can hopefully serve as a practically meaningful guideline for business practice and education on multiculturalism. Keywords: multiculturalism, global business management, comparative cultural understanding Journal of International Business and Cultural Studies When East and West Meet, Page 2 INTRODUCTION Thanks to the rapid and continuous expansion of large global businesses, today people, capital, information, and technology travel more freely, rapidly, and widely than ever. The everexpanding scope and scale of large global firms over the recent decades have already been amply documented by numerous reports (See, among others, Barnet & Cavanagh, 1994; Korten, 1996; Karliner, 1997; Gottlieb, 1998; Worldwatch Institute, 2000; Chang & Ha, 2001, Schmidt...
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...Sciences Bradlee H. Futalan Divine Word College of Legazpi Author Note This paper was prepared for Educational Psychology, taught by Dr. Rose Marie Clemeña Absenteeism as viewed by the Students of College of Arts and Sciences 2 . Abstract Absenteeism has been one of the mainstream problems of the instructors to their students. This study explored many reasons behind why the students are being absent in their classes. The study adopted a survey research design as the original framework for data gathering. Data were collected with 50 students from the College of Arts and Sciences of the Divine Word College of Legazpi. The study revealed that the most common reason of student absenteeism is attending an important appointment such as: Family Events, Meetings, Conference and other important gatherings. The study also found that the least reason of student absenteeism is being bully by a classmate. Keywords: Absenteeism, Students Absenteeism as viewed by the Students of College of Arts and Sciences 3 . Class Absenteeism as viewed by the Students of College of Arts and Sciences Attendance is an important factor in school that help the students’ get a high grades. Studies show that better attendance is related to higher academic achievement for students of all backgrounds (Shaini Jaura, 2012). One common discipline problem found is Absenteeism that Instructors encounter. Absenteeism in school is the habit of staying away from school without providing a genuine or any reason...
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...Declaration I - Ngo Thi Thu Hien, hereby state that, this thesis is the result of my own research and the substance of the thesis has not, wholly or in part, been submitted for any degrees to another universities or institutions Signature:…………………………… Date : August, 2007 Abstract This paper focuses on English and Vietnamese negative questions in term of structures and word using. The author wishes only to concentrate on four types of negative questions: negative Yes/ No question, negative Tag- question, negative Wh- question, negative alternative question. The thesis is divided into three parts, the main content is presented in part two. The similarities and differences between English and Vietnamese negative questions have been analysed and pointed out. With an ambition to help teachers and learners have a clear understanding about the English and Vietnamese negative questions, the author also drawn out a survey questionnaire to find out the common mistakes made by Vietnamese students. And then the author has managed to suggest some ways to correct common those mistakes. Suggested exercises are also offered to help learners to practice and avoid committing mistakes. The thesis mainly focuses on the structures of four types of negative questions in English and Vietnamese, the negative words that are used in negative questions are also considered. However, the pragmatic and semantic features have been initially investigated;...
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...The Challenges of Cross-cultural Adjustment: A Study of Secondary Chinese Students in South Australia (Homestay Situation) Chong Zhou, Guiyun Chen Abstract In this study, the researcher intends to make some contributions to the research literature regarding the analysis of secondary students’ cross-cultural adjustment through investigating a group of Mainland Chinese students’ experiences in secondary schools in South Australia. The study explores the perceptions of Chinese students in a more naturalistic way through conversations with them in their own language. It focuses on the cultural challenges faced by these Chinese students and provides some insider’s knowledge about the underlying causes for these challenges and their coping strategies in the process of adjusting to living and learning in Australian culture. This paper, as part of the study, will particularly focus on the challenges involved in the homestay situation, the results of which indicated that the secondary school Chinese students at homestays were confronted with four broad categories of challenges: difficulties with food, English language, household chores and relationships with homestay hosts. The findings also uncovered the detailed basis of each of the students’ difficulties, providing some specific cultural information for educational practitioners to better understand secondary Chinese students in Australia. Key words: homestay, culture, language, challenges, adjustment 1 Introduction Entering...
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...Running head: GOAL ORIENTATION IN CHINESE WORK DOMAIN Study Goal Orientation in Chinese Society in Work Domain CHEN Yulin (2007937472) The Department of Psychology The University of Hong Kong June 30, 2008 Contents Abstract 2 Introduction……………………………… …………………………………………………. 3 Cultural Difference regarding Motivation 5 How to Induce Learning Goal Orientation? 6 A Distinct Pattern in Chinese Society? 8 A Developmental Pattern of Goal Orientation 9 More about Performance Goal Orientation 10 Method 11 Results 13 Discussion 15 Summary and Implication 20 Limitations and Further Research 21 References 23 Appendix A 28 Appendix B 29 Appendix C 30 Appendix D 31 Appendix E 32 Appendix F 33 Abstract The study of goal orientation is usually conducted in Western society. In attempt to extend theories related to goal orientation and Yu’s (1996) study on cultural difference in motivation to Chinese work domain, in this research, 75 working people from Mainland China were invited to complete a set of questionnaires on goal orientation, work climate, task complexity, work experience and marriage status. The relationships among these variables were examined. Contrary to hypotheses, learning goal orientation positively correlated with autonomous work climate but did not correlate significantly with task complexity. Work climate had no effect on participants’ performance approach goal orientation but task complexity was found...
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...Reducing cultural shock with global brands and advertising Eliane Karsaklian - Advancia-Negocia Abstract This paper aims at demonstrating that expatriates represent a specific target for companies as they tend to consume global brands during their stay abroad in order to avoid cultural shock and thus should be addressed with specific communication. The literature review articulates global brands and advertising with cultural shock, explained on the basis of Trompenaars and Hampden-Turner’s dilemmas’ theory. The qualitative method used in this research were 53 in-depth interviews. Results demonstrated that expatriates relay on well-known brands to adapt to new environments when they are abroad and that specific advertising help them to reconcile dilemmas. Key words: Global brands, advertising, expatriates, cultural shock Introduction Economic and social factors are working to increase global competition and global operations, and subsequently an acceleration of traffic in expatriation and repatriation. Johansson and Ronkainen (2005) state that research shows that one of the most common features of a globally integrated marketing strategy is the adoption of one brand name around the world, whereas Callow and Schiffman (2002) talk about how advertising interpretations are dependent on cultural factors of the viewer. Therefore, the present paper is relevant because it demonstrates that particular attention should be drawn to expatriates during their sojourn abroad. While struggling...
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...cartoons of robots that gave us dreams of robot maids and robot machines that would supply us with any food of our choice, and have it fully cooked, and delivered through a tube. However, now-a-days, we have evolved to higher technology and have even greater imaginations (Niku, 2001). Although, there is one country that surpasses all when it comes to robots and robotics, and that country is Japan. When we think of Japan we think of a country that has always been at the cutting edge of most anything. Having this cutting edge has set Japan above the technology curve when compared to the rest of the world. Japanese scientists have known that robots will become a very powerful component of any of today’s industries (MacDorman, Sandosh, & Chin-Chang,...
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...Global Business Cultural Analysis of South Korea John Smith University of Rochester BUS 800 – INTERNATIONAL BUSINESS Dr. Peterson March 6, 2015 Abstract Today, the United States conducts a substantial amount of business with South Korea. It is important that American managers, entrepreneurs, and businessmen understand the South Korean social, cultural, and religious dimensions of the nation. The South Korean culture and customs are uniquely different from those of the United States. The culture and customs of the United States are based on European traditions and religious Christian beliefs. The culture and customs of South Korea are based on Confucianism’s way of life, Buddhism’s individual salvation, and since the 1950’s Christianity’s redemption of the soul. American businesses that incorporate South Korean culture into American business practices will develop long lasting business relationships with their South Korean counterparts. American businessmen working in multinational corporations have adjusted well the collectivist culture of South Korea. Multinational enterprises considering cross border business in South Korea can feel safe investing in South Korea. Keywords: South Korea, United States, cultural dimensions, multinational business, Hofstede. Introduction South Korea is one of the United States most important strategic and economic partners in Asia. Members of Congress tend to be interested in South Korea for political purposes. South...
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...This paper explains how and why dyslexia affects our children; it will also explain how it affects students and how we can help them. Those who are unfamiliar with the disability will receive an introduction to dyslexia’s characteristics as well as a description of proven methods which have been most effective in helping dyslexic students achieve success. The goal of this analysis is to provide an overview of why a percentage of our children is having difficulties and determine what is interfering with their ability to learn to read and write. During my observance of these students, I noted that these children have dyslexia. I can now understand why so many frustrated parents of children with learning disabilities (LD) with dyslexia lobbied for the establishment of special classes in schools for children with dyslexia. [P]arents pushed for LD programs in schools for two main reasons: many did not see their failing children as mentally retarded and therefore refused to accept placement for them in classes for the mentally retarded, and schools did not provide services for children with severe reading or language difficulties unless they qualified for an existing special education category. …by the late 1950s, medical and psychological research, combined with parental pressure, led to the development of special school programs to meet the needs of a population of children that always had existed but only recently had been recognized. The ideological message in this interpretation...
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