...Orlando Jr. Professor of Fundação Getúlio Vargas/EAESP Department of Administration of the Production and Operations Abstract Most of the literature and research on services focus on the characteristics that distinguish products from service. One of the topics to be improved is the service classification . Most service classifications do not consider the client’s needs as a crucial parameter either to the quality of the service or to the success of the strategy. This study presents a service classification outline and proposes a framework that takes the consumer needs into account. The dimensions considered in the classification model were defined through the analysis of the management literature and questionnaires answered by Brazilian marketing and operations specialists. 1-Introduction The main aim of establishing service typologies is to offer insights for the development of strategies (Lovelock, 1983). However, most classification models do not consider the clients’ needs, which is a crucial parameter considering the delivery of a quality service and the success of any strategy. The first models were defined based on operational aspects, under the service provider’s perspective (Cook et al, 1999; Mills and Margulies, 1980). Nowadays, as the diversity of kinds of services has increased, a comprehensive and detailed classification can be very useful to the service management. This study presents a summary of the main service classification families existing in the specialized...
Words: 3546 - Pages: 15
...CRM and E-business Fiche de synthèse La Relation clientèle et le E-business Présentation du thème La gestion de la relation client est un système de gestion et de promotion à destination des clients d’une entreprise. Cela consiste pour l’entreprise à charmer et à fidéliser les clients. Depuis que le e-business existe, gérer la relation client relève de la mise en place d’outils informatiques dans le but de planifier et de contrôler au mieux les activités générées par le client. L’avantage de cette gestion client, c’est quelle ce passe aussi bien avant, qu’après la vente. L’attrait de ce système par les entreprises se justifie par la possibilité d’attirer de nouveaux clients et de les fidéliser. Pour cela, des moyens de renforcement sont mis en place, afin d’optimiser au mieux la relation entreprise-client : ← Automatisation de la force de vente : cela consiste à créer des fichiers de prospects afin de pouvoir suivre le client et de le relancer si cela est nécessaire. ← Organisation de support à la clientèle : ce moyen a pour objectif de réceptionner les requêtes des clients par des centres d’appels spécifiques permettant ainsi de mieux suivre les réclamations des clients. ← Gestion des profils clients : il s’agit de prouver au client que nous nous intéressons à lui en lui souhaitant son anniversaire ou en lui proposant des services spécifiques par rapport à des informations recueillies au préalable… De nos jours, la relation client est dites...
Words: 6928 - Pages: 28
...Electronic Business Models A Conceptual Framework For Small and Medium-Sized Canadian Enterprises Intitiated by: In collaboration with: CEFRIO is a networking centre with over 140 university, industry and government members whose mission it is to help improve organizational performance through the application of information and communications technology(ICT). With offices in Quebec City and Montreal, CEFRIO works with partners conducting research and strategic monitoring activities that affect Quebec’s economic sectors as a whole. This document is part of the project entitled “New Electronic Business (E-business) Models and Small and MediumSized Enterprise (SME) Development”, a CEFRIO initiative conducted in partnership with the National Bank of Canada, CANARIE, Industry Canada, Canadian Heritage and TELUS Québec. CEFRIO wishes to underscore the assistance provided by these organizations throughout the execution of this project. The members of the project’s research team are Louise Côté, associate professor, HEC Montreal, Vincent Sabourin, associate professor, Université du Québec à Montréal, and Michel Vézina, full professor, HEC Montreal. The researchers are also CEFRIO research associates. For information regarding the project, please contact Josée Beaudoin, CEFRIO’s Montreal office manager and the project manager. June 2003 Quebec City office 900 René-Lévesque Blvd East, Suite 717 Quebec (Quebec) G1R 2B5 Canada Telephone : (418) 523-3746 ...
Words: 8001 - Pages: 33
...This article was downloaded by: [b-on: Biblioteca do conhecimento online UA] On: 01 May 2014, At: 14:22 Publisher: Routledge Informa Ltd Registered in England and Wales Registered Number: 1072954 Registered office: Mortimer House, 37-41 Mortimer Street, London W1T 3JH, UK The Service Industries Journal Publication details, including instructions for authors and subscription information: http://www.tandfonline.com/loi/fsij20 How to take customers into consideration in service innovation projects Marianne Abramovici & Laurence Bancel-Charensol a Business Management, GREGESE/PRISM/OEP, Marne-La-Vallée University, Marne-La-Vallée, France Published online: 04 Jun 2010. To cite this article: Marianne Abramovici & Laurence Bancel-Charensol (2004) How to take customers into consideration in service innovation projects, The Service Industries Journal, 24:1, 56-78 To link to this article: http://dx.doi.org/10.1080/02642060412331301132 PLEASE SCROLL DOWN FOR ARTICLE Taylor & Francis makes every effort to ensure the accuracy of all the information (the “Content”) contained in the publications on our platform. However, Taylor & Francis, our agents, and our licensors make no representations or warranties whatsoever as to the accuracy, completeness, or suitability for any purpose of the Content. Any opinions and views expressed in this publication are the opinions and views of the authors, and are not the views of or endorsed by Taylor & Francis. The accuracy of the Content...
Words: 11885 - Pages: 48
...Business School, France Isabelle Robert, University Lille Nord de France-SKEMA Business School, France ABSTRACT In this article, the authors analyze the collaborative consumption model and its contribution to sustainable consumption. Indeed, collaborative consumption is considered as an alternative, ecological consumption mode (Bostman & Rogers, 2011), but previous research has no yet deeply explored to what extent it contributes the sustainable scheme and values. The study therefore investigates both the producer side (collaborative websites) and consumer side (blog participants) to decipher how sustainable ideals are shaped in this context and how consumers attend to them. Six segments of consumers have been identified which can help marketing and sustainable levers better frame their offer. Keywords: Collaborative Consumption; Sustainable Consumption; Access-Based Consumption; Sharing INTRODUCTION O ver the last decade, markets have changed significantly in terms of our relationship to goods, leading to other forms of acquisition and consumption than via possession (Rifkin, 2000, Lovelock and Gummeson 2004, Mont, 2002, Giesler 2006, Chen, 2009, Belk, 2010, Gansky 2010; Bostman & Rogers 2011, Bardhi & Eckhardt 2012,). So-called collaborative consumption (Felson & Spaeth, 1978) renews consumption logics through mutualizing, exchanging, bartering or sharing products. It is considered as “a socioeconomic groundswell that will transform the way companies think about their value...
Words: 10093 - Pages: 41
...CHAPTER ONE INTRODUCTION 1.1 Introduction Microfinance industry is now affected by strong competition : “ commercial banks have begun to target MFIs’ traditional customers , new MFIs have continued to be created in microfinance industry, the microfinance clientele is becoming more sophisticated concerning the quality of service they require or expect”( Daubert 2002) . These factors may negatively affect the MFIs. In fact, the microfinance industry is losing customers because of both the aggressive competition and MFIs’ weakness to satisfy their clients (Urguizo 2006). This simple description shows why MFIs are concerned about customer satisfaction and retention. It justifies also why they must “pay attention to understand their customers’ preferences and priorities” (IFAD 2007) to survive in a competitive environment. The microfinance industry is quite slowly in becoming more “market oriented” and it seems that customer satisfaction is one of the important tools to run a business and to achieve the mission statement (on sustainability and outreach) in this sector. Customer satisfaction is an evaluative process, it is defined as “… a judgment that a product of service feature, or the product or service itself, provided (or is providing) a pleasurable level of consumption related fulfillment, including levels of under or over fulfillment” (Oliver 1997, 13) cited by ( Swaid 2007; Hom 2002). Customer satisfaction is “captured as positive feeling (satisfaction)...
Words: 9344 - Pages: 38
...ERASMUS Manon LAGARDE (20061333) Antoine PETERS (20061286) Helene PIED (20061239) ERASMUS Manon LAGARDE (20061333) Antoine PETERS (20061286) Helene PIED (20061239) Helene FOLEY Helene FOLEY BUSINESS STRATEGY BUSINESS STRATEGY Industry of French Luxury perfumes Industry of French Luxury perfumes ------------------------------------------------- Table of contents Executive Summary 3 I. Industry Overview 4 II. PESTEL Analysis 9 1. Economical& Social 9 2. Legal 12 III. PORTER 14 1. Rivalry among existing competitors 14 2. Threat of new entrants 14 3. Threat of substitute products or services 15 4. Bargaining power of suppliers 15 5. Bargaining power of buyers 15 IV. Individual Part – DIOR 16 1. Company Background 17 2. SWOT Analysis 19 3. Company Analysis 20 4. Competencies and resources of the firm 22 5. Conclusion and Recommendations 24 V. Individual Part - CHANEL 27 1. Company Background 28 2. Financial aspect 31 1. SWOT of the company 32 3. Company Analysis 33 4. Competencies and ressources 34 5. Conclusions and Recommendations 35 VI. Individual Part – Yves-Saint-Laurent 37 1. Company Background 38 2. SWOT Analysis 41 3. External Environmental factor 42 4. Competences and resources of the firm 42 5. Recommendations 43 VII. Bibliography 45 IX. Appendices 47 1. PESTEL 48 2. Survey 51 3. Results 52 ------------------------------------------------- Executive Summary ...
Words: 11078 - Pages: 45
...authors are: 1. The Tangibility of Luxury, 2. The Spectrum of Luxury and 3. Brand Identity of Luxury. It will be shown that a luxury product can indeed migrate towards intermediate and mass luxuries when its traits become tangible and when rarity turns into abundance and luxury becomes accessible. The authors promote the idea that this process can be controlled by the enterprise or industry providing the brand, product traits and distribution are managed accordingly. The authors also examine the particular linkage between rational and emotional value through the brand and map the degree of luxury of a brand by assessing what actually differentiates the luxury products from the rest. This is not done in the traditional way of assessing the marketing mix (4P, 6P or 7p etc.) or examining the key features of the product but by building and managing a more integrated and knowledgeable approach, supported by the proposed models. Although the paper makes strong reference to luxury fashion, the comments, concepts and counselling provided are applicable also to luxury yachts, sports cars, real estate, banking etc. Keywords: Luxury, Inaccessibility, Fashion,...
Words: 14971 - Pages: 60
...Innovative Business Practices Innovative Business Practices: Prevailing a Turbulent Era Edited by Demetris Vrontis and Alkis Thrassou Innovative Business Practices: Prevailing a Turbulent Era, Edited by Demetris Vrontis and Alkis Thrassou This book first published 2013 Cambridge Scholars Publishing 12 Back Chapman Street, Newcastle upon Tyne, NE6 2XX, UK British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library Copyright © 2013 by Demetris Vrontis and Alkis Thrassou and contributors All rights for this book reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the copyright owner. ISBN (10): 1-4438-4604-X, ISBN (13): 978-1-4438-4604-2 TABLE OF CONTENTS Chapter One ................................................................................................. 1 Knowledge Hybridization: An Innovative Business Practices to Overcome the Limits of the Top-Down Transfers within a Multinational Corporation Hela Chebbi, Dorra Yahiaoui, Demetris Vrontis and Alkis Thrassou Chapter Two .............................................................................................. 17 Rethinking Talent Management in Organizations: Towards a Boundary-less Model Carrie Foster, Neil Moore and Peter Stokes Chapter Three .......
Words: 128975 - Pages: 516
...FINANCIAL SYSTEMS FU TURE CHALLENGES IN GROWING COMPLEX E NVIRONMENT DISSERTATION Roszak Sabrina Msc BC & IS Management 1 MSC IS&BCFinancial SYSTEMS FUTURE Challenges in growing complex environment DISS Acknowledgements It is not an easy task going back to school after seven years of work experience. And it is much harder going back to school being a young mum. For this reason, my deepest gratitude goes to my family who has always supported me and helped me in this initiative. Especially, I would like to thank my parents who always believed in me, my husband who encourages me and over all, my son, whose love gave me all necessary energy and strength. I would also like take the opportunity to thank all the teachers from the MSc, especially Ms. Hirzmann who encourages me in my professional choices and future carrier and my professor Mr. Parmantier who helped me complete this dissertation. F inally, I would like to express my gratitude to Mrs. Jalabert, SBM MONACO Finance Director for her time spent answering my questionnaire. 2 MSC IS&BCFinancial SYSTEMS FUTURE Challenges in growing complex environment DISS Glossary BI: Business Intelligence BSC: Balanced Scorecard CFO: Chief Financial Officer CPI: Cost Performance Indicator CPM: Corporate Performance Management CR: Corporate Reporting CRM: Customer Relationship Management EPM: Enterprise Performance Management ERP: Enterprise Resource Planning FASB: Financial...
Words: 9593 - Pages: 39
...ORGANIZATIONAL BEHAVIOR Unit- 1. Definition, need and importance of organisational behaviour- nature and scope- frame work – organisational behaviour models. What Managers Do Manager: Individuals who achieve goals through other people. Managerial Activities • • • Make decisions Allocate resources Direct activities of others to attain goals Where Managers Work A consciously coordinated social unit composed of two or more people that functions on a relatively continuous basis to achieve a common goal or set of goals. Management Functions Management Functions Planning: A process that includes defining goals, establishing strategy, and developing plans to coordinate activities. [1] Organizing: It determining what tasks are to be done, who is to do them, how the tasks are tp be grouped, who reports to whom and where decisions are to be made. Leading: A function that includes motivating employees, directing others, selecting the most effective communication channels, and resolving conflicts. Controlling Monitoring activities to ensure they are being accomplished as planned and correcting any significant deviations. Mintzberg‟s Managerial Roles [2] Definition - Organisational Behaviour. OB is a systematic study of the actions and reactions of individuals, groups and subsystems. O.B. is the systematic study and careful application of knowledge about how people- as individuals and as members of groups –act within organizations. It strives to identify ways in which...
Words: 12695 - Pages: 51
...Journal of Money, Investment and Banking ISSN 1450-288X Issue 6 (2008) © EuroJournals Publishing, Inc. 2008 http://www.eurojournals.com/finance.htm Costing the Banking Services: A Management Accounting Approach Jordi Carenys Professor at the Management Control Department. EADA Business School EADA, c/o Aragó 204, 08011 Barcelona, Spain E-mail: jcarenys@eada.edu Tel: 934 520 844; Fax: 933 237 317 Web: www.eada.edu Xavier Sales Professor at the Management Control Department. EADA Business School E-mail: xsales@eada.edu Abstract The present study aims to outline the characteristics of the cost systems used in banking institutions. It does so by describing the partial costs and full cost systems in banking institutions. It then looks at the limitations of these approaches to the current competitive conditions and goes on to consider the applicability of the activity based costing system in the allocation of indirect transformation costs to branches, products and customers. Finally, we will look at the findings of a questionnaire to Spanish savings banks in order to evaluate how widespread these systems are and how they are used in savings banks. We found that direct costs systems predominate in customer and products entries whereas full costs systems are much more widespread in the case of branches. Furthermore, we also found that the use of activity based costs systems is very limited. Keywords: Saving banks Cost structure Management accounting Cost systems Activity based...
Words: 10513 - Pages: 43
...LICENCE LANGUES, LITTÉRATURES ET CULTURES ÉTRANGÈRES ET RÉGIONALES SPÉCIALITÉ ANGLAIS DESCRIPTIF DES ENSEIGNEMENTS Année universitaire 2014-2015 Page 1 SOMMAIRE L1—PREMIERE ANNÉE SEMESTRE 1 CULTURE DES PAYS ANGLOPHONES 1 E11 AN5 (6 ECTS) LANGUE 1 E12 AN5 (4 ECTS) CIVILISATION 1 E13 AN5 (4 ECTS) VERSION 1 ET LITTÉRATURE AMÉRICAINE 1 E14 AN5 (4 ECTS) PROJET PROFESSIONNEL PERSONNALISÉ (P.P.P.) E1P AN5 (1 ECTS) 5 5 6 8 10 13 SEMESTRE 2 CULTURE DES PAYS ANGLOPHONES 2 E21 AN5 (5 ECTS) LANGUE 2 E22 AN5 (4 ECTS) LITTÉRATURE BRITANNIQUE 2 E 23 AN5 (4 ECTS) CIVILISATION BRITANNIQUE 2 ET TRADUCTION (VERSION) 2 E24 AN5 (5 ECTS) PROJET PROFESSIONNEL PERSONNALISÉ (P.P.P.) E2P AN5 (1 ECTS) 14 15 17 18 20 2 L2—DEUXIEME ANNÉE SEMESTRE 3 LANGUE 3 E31 AN5 (6 ECTS) CIVILISATION AMÉRICAINE 3 E32 AN5 (5 ETCS) LITTÉRATURE BRITANNIQUE 3 E33 AN5 (5 ECTS) TRADUCTION (VERSION) 3 ET PRISE DE PAROLE EN CONTINU 3 E34 AN5 (6 ECTS) PREPROFESSIONNALISATION : MÉTIERS DE L’ENSEIGNEMENT DES LANGUES VIVANTES ÉTRANGÈRES ET RÉGIONALES 3 21 21 23 24 26 29 E3PF12L5 (6 ECTS) SEMESTRE 4 LANGUE 4 E41 AN5 (5 ECTS) CIVILISATION BRITANNIQUE 4 E42 AN5 (6 ECTS) LITTÉRATURE AMÉRICAINE 4 E43 AN5 (5 ECTS) TRADUCTION (VERSION) 4 ET PRISE DE PAROLE EN CONTINU 4 E44 AN5 (6 ECTS) PREPROFESSIONNALISATION : MÉTIERS DE L’ENSEIGNEMENT DES LANGUES VIVANTES ÉTRANGÈRES ET RÉGIONALES 4 30 32 34 36 39 E4PF12L5 (6 ECTS) 3 L3—TROISIEME...
Words: 25678 - Pages: 103
...ANALYSIS OF MICHAEL PORTER’S GENERIC STRATEGIES AND ITS USAGE IN A GLOBALIZED BUSINESS ENVIRONMENT THESIS - BACHELOR HONOURS IN BUSINESS ADMINISTRATION DIANA MARIA CAMACHO ARIAS TYPE OF DOCUMENT: DISERTATION TO OBTAIN THE DEGREE OF BACHELOR HONOURS IN BUSINESS ADMINISTRATION APPROVED BY UNIVERSIDAD DEL ROSARIO – FACULTAD DE ADMINISTRACION INSTITUTION: ÉCOLE INTERNATIONALE DE MONTPELLIER FRANCE, MONTPELLIER, MAY OF 2009 ANALYSIS OF MICHAEL PORTER’S GENERIC STRATEGIES AND ITS USAGE IN A GLOBALIZED BUSINESS ENVIRONMENT THESIS - BACHELOR HONOURS IN BUSINESS ADMINISTRATION DIANA MARIA CAMACHO ARIAS TYPE OF DOCUMENT: DISERTATION TO OBTAIN THE DEGREE OF BACHELOR HONOURS IN BUSINESS ADMINISTRATION APPROVED BY UNIVERSIDAD DEL ROSARIO – FACULTAD DE ADMINISTRACION TUTOR: TIDIANE AW INSTITUTION: ÉCOLE INTERNATIONALE DE MONTPELLIER FRANCE, MONTPELLIER, MAY OF 2009 DEDICATION I dedicate this dissertation to every person that has allowed it to be possible with the critics, to the teachers and tutors that have awaked in me the interest in this topic and also the passion for the businesses strategy, to my family that has always supported me to achieve my goals and to develop myself as a human being and also as a professional, and finally but not less important to Gabriel that has been a huge support to bring this dissertation to a satisafactory end. ACKNOWLEDGEMENTS This thesis would not have been possible without the generous assistance of the following...
Words: 16979 - Pages: 68
...The Role and Measurement of Quality in Competition Analysis 2013 The OECD Competition Committee discussed the role and measurement of quality in competition analysis in June 2013. This document contains an executive summary of that debate and the documents from the meeting: an analytical note by the OECD staff and written submissions: Australia, Canada, Chile, the European Union, Indonesia, Japan, Mexico, Portugal, United Kingdom, Ukraine, United States and BIAC. A note by Theodore Voorhees Jr. as well as a detailed summary of the discussion are also included. Competition policy is just as concerned with quality as it is with prices. While the importance of quality is undisputed and issues about quality are mentioned pervasively in competition agency guidelines and court decisions, there is no widely-agreed framework for analysing it which often renders its treatment superficial. There are a number of reasons why in practice, courts and competition authorities rarely analyse quality effects as rigorously as they analyse price effects. First, quality is a subjective concept and therefore much harder to define and measure than prices. In addition, microeconomic theory offers little help in predicting how changes in the level of competition in a market will affect quality and it is usually up to empirical analysis to determine how quality will change in response to varying degrees of competition in the context of particular markets. Given difficulties in terms of the evaluation...
Words: 125933 - Pages: 504
