The use of ATMs is a good innovation but the current use of Personal Identification Numbers (PINs) for verifying the customer is plagued with several limiting factors and security flaw. There is therefore the need to employ more secured verification/authentication technique which is uniquely different for every customer. In this paper, we propose the use of biometrics; a 1 / 4

Identifying customer needs is important to marketing strategy, product development, and marketing research. User-generated content (UGC) provides an opportunity to better identify customer needs for managerial impact. However, established methods are neither efficient nor effective for large UGC corpora because much content is non-informative and repetitive. We propose a machine-learning approa...

Executive Summary Customer-contact workers routinely face competing expectations from management and customers. While management expects customer-contact workers to follow their rules in order to provide efficient and consistent high-quality service, customers often have needs and requests that require customer-contact workers to bend the rules in order to fulfill them. When customers, through ...

The concept of the lifetime value of a customer is well established in the theory and practice of database marketing. The lifetime value of a customer, defined to be the expected present value of the net cash flows from the firm’s relationship with the customer over his or her lifetime, is often used as an upper limit on spending to acquire the customer. If the expected cash flows from the rela...

This paper considers a dynamic lot size problem faced by a producer who supplies a single product to multiple customers. Characterized by their backorder costs as well as shipping costs, the customer with a high backorder cost is the one whose need for the product is more critical than the need of a customer with a low backorder cost. We show that the general problem with time-varying, customer...

The main objective of this study is to examine the influence of service quality dimensions on customer overall satisfaction. This study posits and develops an instrument of service quality and examines the relationship between perceived service quality dimensions and customer overall satisfaction. The results shows that the most important service quality practice on customer satisfaction is res...

The need to he customer-focused to the highly changing marketing environment has never been more important for financial services institutions. However, under the present circumstances, where customers are becoming more demanding and increasingly mobile between competing financial providers, being customer-oriented is not enough. Financial services companies, and more specifically, their contac...