The Capacitated Vehicle Routing Problem (CVRP) is a combinatorial optimization problem where a fleet of delivery vehicles must service known customer demands from a common depot at a minimum transit cost without exceeding the capacity constraint of each vehicle. In this paper, we present a meta-heuristic approach for solving the CVRP based on simulated annealing. The algorithm uses a combinatio...

Purpose – The purpose of this paper is to introduce the concept of strategic integration of knowledge management (KM ) and customer relationship management (CRM). The integration is a strategic issue that has strong ramifications in the long-term competitiveness of organizations. It is not limited to CRM; the concept can also be applied to supply chain management (SCM), product development mana...

having the capacity of adaptability is one of the affecting factors of modern organizations success in response to changing customer demands and environment changes. the aim of this research is to investigate the relationship between self-efficiency and organizational capacity of adaptability. statistical population of this research, conducted in 2015 in ahwaz, includes all the faculty members ...

paying attention to customers is necessary for continuing operation in competitive markets today. through customers’ satisfaction, organizations can reduce production costs and increase their revenues. customer relationship management can help the managers and organizations with establishing a constructive relationship with customers and maintaining them. therefore, developing and deploying an ...

Purpose – To contribute to the theoretical work on service-perceived risk management of knowledge-based services (i.e. intangible and heterogeneous) and experience-based services and to suggest a framework that helps to formalize these risks and the value associated with their management, by arguing that this risk management relies on a sequence of risks (Threat, Event, Ignorance and Damage, ca...

This study aimed to investigate the impact of textual enhancement and metalinguistic explanation as focus-on-form tasks tending to encourage the acquisition of nominal clauses (NCs) in English. It explored (a) whether textual enhancement and metalinguistic explanation would promote and enhance the knowledge of NCs, (b) whether these two tasks would differ in terms of enhancing learners' knowled...

Today’s advanced web-based technologies create expanded opportunities for collaboration and customer knowledge sharing. However, research on customer knowledge sharing in web-based communication remains new. This study aims at proposing a theoretical framework for understanding customer sharing behaviors, which we define as voluntary acts of contributions by providing information or sharing exp...

Telephone surveys are often used by Customer Services to evaluate their clients’ satisfaction and to improve their services. Large amounts of data are collected to observe the evolution of customers’ opinions. Within this context, the automatization of the process of these databases becomes a crucial issue. This paper addresses the automatic analysis of audio messages where customers are asked ...

This paper presents an empirical examination of the relationship between brand equity and customer acquisition, retention, and profit margin, the key components of customer lifetime value (CLV), as well as the role of marketing in this relationship. We examine a unique database from the U.S. automobile market, comprised of 10 years of survey-based brand equity measures as well as acquisition ra...

Organizations have been forced to transform themselves from “product-centric” to “customer-centric” for various reasons. Becoming customer centric is one of the most important aims of any organization. Customer Relationship Management has attracted the attention of both marketing practitioners and researchers over the last decade. Despite, or maybe due to, the attention drawn to the subject, a ...