Co-creating value with customers has been a strategic focus for tourism companies. Grounded on the organizational socialization theory, this study examines framework of customer-centric process providers and how it affects tourists’ co-creation readiness (CCR) behavior (CCB). Through 227 responses, confirms that tourist education positively influences CCB, CCR partially mediates effect. Further...

Customer centricity has long been a guiding principle for many businesses. However, it is usually limited to marketing existing products with as strong a customer focus as possible. Corporate strategy remains basically product-centred. Customers typically have a fractured view of an enterprise. Conversely, the enterprise has only a splintered view of the customer, determined by different custom...

Objective There is a general tendency toward direct marketing these days. Therefore, instead of designing advertisement and marketing strategies for all the customers in the market, it is recommended to classify the customers based on clustering techniques and then design specific strategies accordingly. This will reduce marketing and advertisement expenses, increase sale department efficientl...

We propose a method, e3service , to reason about satisfying customer needs in the context of a wide choice of multi-supplier ICT service bundles. Our method represents customer needs, their ensuing consequences, and the services that realize those consequences in a service catalogue. This catalogue is then used by a reasoner, which elicits customer needs, computes their consequences, and automa...

Businesses increasingly offer their services electronically via the Web. Take for example an Internet Service Provider. An ISP offers a variety of services, including raw bandwidth, IP connectivity, and Domain Name resolution. Although in some cases a single service already satisfies a customer need, in many situations a customer need is so complex that a bundle of services is needed to satisfy...

While the Internet is used by enterprises for contacting with customers, network-based customer services with e-mail or web-based interfaces have been developed to replace the traditional call centers with telephone interfaces. However, most existing network-based customer services heavily rely on manpower to reply e-mail or on-line requests submitted by customers, which not only increases the ...

Problems of a Korean automobile repair service center stem from the fact that a large portion of customers stop visiting the center for unknown reasons. So, we collected and analyzed the customer-related data in order to resolve those problems. We first defined customer class based on the R-F-M variables. Then, we built a customer classification model (i.e., a decision tree). Finally, we extrac...

Although previous studies on customer satisfaction and loyalty are quite extensive, few have focused on customer value in LINE mobile services (LMSs) and its effect on customers, and the belief transmission mechanism of customer value has been ignored or underestimated. This study used grounded theory to summarize the evidentiary bases and concepts for establishing a conceptual model for an und...

Customer satisfaction and relationship is complex, demanding, and yet crucial to an organization success and its competitive position in the marketplace. Due to rapid changes in emerging technologies there is a need for constant improvement and adjustment of product and services offered using e-commerce systems. Customer satisfaction is dependent on a large number of organizational as well as p...

The growing focus on customer relationship forces enterprises to redesign their processes more customer oriented. This article suggests a classification of customer orientation from the customer’s perspective. Within this classification we discuss processes to obtain customer-oriented products and services in enterprises. To create a comprehensive solution to a customer’s problem, i.e. a bundle...