This paper presents an analysis for an queueing system with customer behaviour, balking and reneging. Arriving customers balk with a probability and renege (leave the queue after entering) according to some distribution. Balking means that customers do not enter in the system, when queue is too long. Reneging means that a customer enter in the system, wait for some time and leave the system wit...

The purpose of this paper is to underline the special role communication has to play in the insurance of customer satisfaction within service providing organisations in the automobile repairs industry. Generally, communication represents a complex process of information delivery, for influencing and changing communication partners’ behaviour and attitudes. Customers today observe, in detail, th...

o‰»41⁄4f1⁄2^3⁄4^¿3ÀMÁg1⁄4l»4ÂMÃnÄkÀMÃ&1⁄2 business, where talented merchants could tell by the look and feel of an item whether or not it was a winner. In order to be successful, retailing today can no longer be just a product-oriented business. According to Blischok, it must be a Å3Æ Ç4ÈMÉlÊ1ËCÌ'ÍgÉlÌ4ÎMËCÏUÈMË&Ð business and superior customer service comes from superior knowledge of the custo...

In this paper we propose an XML-based adaptive multiagent system for handling e-commerce activities. More specifically, our system aims at supporting a customer, visiting an e-commerce site, in the search of products and/or services present therein and appearing to be appealing according to her/his past interests and behaviour. The system is adaptive w.r.t. the profile of both the customer and ...

Understanding the customers’ needs is becoming more and more important in retail as it may provide valuable information that can be used to improve customer’s shopping experience and product sales. Knowing about customers’ behaviour within the store can provide information for improving customer relationship management and including real-time capabilities. This paper presents an experimental sy...

Today with the advent of technology data has expanded to the size of millions of terabytes. For retail industries, customer’s data works as tracks for analysing their buying behaviour. How this data is maintained and used for an effective decision making in retail industry is discussed in this paper. This not only increases profit for companies but also poses a challenge in the field of data mi...

This paper presented a development of a customer experience-based brand strategy for Lenovo Group which is one of the biggest and most powerful PC producers in the world. After acquiring the IBM’s Personal Computing division, Lenovo focus on exploring the UK market. Due to differences in culture, user behaviour, market environment and so on, Lenovo have to develop a new product development bran...

Technological advancement in the manufacturing system in current scenario is inevitable due to today’s customer-driven and volatile nature of the market. Implementation of agent technology in a manufacturing system increases flexibility which handles uncertainty generated due to advance technology. Therefore, in this paper, the critical drivers affecting implementation of agent technology are i...