This study presents an approach for effective service operations management by integrating market-based objectives and operating decisions of managers. This approach is based on constructs from operations management, econometrics, and marketing and can be used by managers to make better decisions about product/service design and positioning services according to market needs. Empirical data for...

Aalto University, P.O. Box 11000, FI-00076 Aalto www.aalto.fi Author Heidi M. E. Korhonen Name of the doctoral dissertation Customer Orientation in Industrial Service Innovation Publisher School of Science Unit Department of Industrial Engineering and Management Series Aalto University publication series DOCTORAL DISSERTATIONS 124/2016 Field of research Leadership and Knowledge Management Manus...

Customer knowledge is one of the most important knowledge bases for an organisation. Organisations need a simple framework for integrating customer knowledge management processes. The article starts by examining the two key disciplinary and process contributions from knowledge management (KM) and customer relationship management (CRM). In the context of KM the need to integrate data, informatio...

In complex and frequently changing product domains, customers need qualified consultation services that allow them to make well-informed purchasing decisions without requiring excessive technical knowledge about the product domain. In this paper we present an intuitive customer metamodel with an associated inference engine which can be integrated into conversational recommender systems to provi...

An analysis of beef supply chains revealed that a strategic focus on beef quality was critical to that part of the chain involving producers. Moreover, beef quality was directly related to customer relationship management. Across the industry, there are a diverse set of customers each with different needs. This means that it is difficult for individual producers to develop a successful approach...

This paper explored the future behavior of railway system, using Monte Carlo Simulation techniques, where find out and to reduce the customer waiting time and also ensure to provide the better service to the customers .Hence this studies revealed and fulfilled the customer needs and expectations and also maintaining the customer satisfaction level. This study based on the arrival and service pa...

This paper presents the connection between logistics and customer service. The customer service is one the most powerful elements available of the organization in the search competitive advantage, but the least well managed. The message of this article is that performance of customer service depends the skill with the logistics system designed and managed. The output of all logistics activity i...

present study seeks to appear the main important effective indicators on stockholder satisfaction from broker firm services in tehran, isfahan and yazd stock exchange; in addition, the study results, provide useful insights and guidance for managers to measure and improve customer relations system toward improving customer satisfaction. our questionnaire was drawed from literature review but fo...

the purpose of this study is to evaluate effect of porter`s competitive strategies tomeet customer market orientation needs in petrochemical firms. given the numbers ofproducts of this company, this study examine polyethylene products, so the impact of 3porter`s strategies, differentiation strategy, focus strategy, cost leadership strategy,evaluate in response to market orientation needs of thi...