Paradox of choice: The influence of assortment size on customer satisfaction

Recently researchers showed that more choice is not always better. Choosing from large assortments can be overwhelming, raising expectations and decreasing overall level of consumer satisfaction. Author contributes to existing overchoice studies by using real assortment of online stores to find influence of assortment size on customer satisfaction. 90 students participated in the main experiment, where they chose a smartphone case for their friend. Results of the study show that large assortment size leads to higher expectations, higher choice difficulty and higher level of satisfaction. This research does not show overchoice presence and author suggests future studies could focus more on assortment variety and more personal characteristics of consumers, like preference uncertainty.

The impact of online promotional efforts on customer acquisitiom and retention at continente.pt

Continente Online (COL) is the market leader of online grocery retailing in Portugal. Aiming at sustaining this position, it has been focusing its promotional efforts in acquiring and retaining customers. This report intakes an extensive study on the impact of COL’s exclusive promotional efforts (free delivery offers and ten percent discounts on loyalty card) on customer acquisition and retention, as well as, a cost analysis on these offers. Two econometric models were developed and the results were interesting. It was concluded that free delivery offers have a significant impact both in terms of customer acquisition and retention, having also a lower cost in comparison with ten percent on loyalty card discounts.

Questionário de satisfação do utente e do profissional : impacto num laboratório de análises clínicas

RESUMO: Temos assistido a uma evolução impressionante nos laboratórios de análises clínicas, os quais precisam de prestar um serviço de excelência a custos cada vez mais competitivos. Nos laboratórios os sistemas de gestão da qualidade têm uma importância significativa nesta evolução, fundamentalmente pela procura da melhoria continua, que ocorre não só ao nível de processos e técnicas, mas também na qualificação dos diferentes intervenientes. Um dos problemas fundamentais da gestão e um laboratório é a eliminação de desperdícios e erros criando benefícios, conceito base na filosofia LeanThinking isto é “pensamento magro”, pelo que é essencial conseguir monitorizar funções críticas sistematicamente. Esta monitorização, num laboratório cada vez mais focalizado no utente, pode ser efetuada através de sistemas e tecnologias de informação, sendo possível contabilizar número de utentes, horas de maior afluência, tempo médio de permanência na sala de espera, tempo médio para entrega de análises, resultados entregues fora da data prevista, entre outros dados de apoio à decisão. Devem igualmente ser analisadas as reclamações, bem como a satisfação dos utentes quer através do feedback que é transmitido aos funcionários, quer através de questionários de satisfação. Usou-se principalmente dois modelos: um proposto pelo Índice Europeu de Satisfação do Consumidor (ECSI) e o outro de Estrutura Comum de Avaliação (CAF). Introduziram-se igualmente dois questionários: um apresentado em formato digital num posto de colheitas, através de um quiosque eletrónico, e um outro na página da internet do laboratório, ambos como alternativa ao questionário em papel já existente, tendo-se analisado os dados, e retirado as devidas conclusões. Propôs-se e desenvolveu-se um questionário para colaboradores cuja intenção foi a de fornecer dados úteis de apoio à decisão, face à importância dos funcionários na interação com os clientes e na garantia da qualidade ao longo de todo o processo. Avaliaram-se globalmente os resultados sem que tenha sido possível apresentá-los por política interna da empresa, bem como se comentou de forma empírica alguns benefícios deste questionário. Os principais objetivos deste trabalho foram, implementar questionários de satisfação eletrónicos e analisar os resultados obtidos, comparando-os com o estudo ECSI, de forma a acentuar a importância da análise em simultâneo de dois fatores: a motivação profissional e a satisfação do cliente, com o intuito de melhorar os sistemas de apoio à decisão. ------------------------ ABSTRACT: We have witnessed an impressive development in clinical analysis laboratories, which have to provide excellent service at increasingly competitive costs, quality management systems have a significant importance in this evolution, mainly by demanding continuous improvement, which does not occur only in terms of processes and techniques, but also in the qualification of the various stakeholders. One key problem of managing a laboratory is the elimination of waste and errors, creating benefits, concept based on Lean Thinking philosophy, therefore it is essential be able to monitor critical tasks systematically. This monitoring, in an increasingly focused on the user laboratory can be accomplished through information systems and technologies, through which it is possible to account the number of clients, peak times, average length of waiting room stay, average time for delivery analysis, delivered results out of the expected date, among other data that contribute to support decisions, however it is also decisive to analyzed complaint sand satisfaction of users through employees feedback but mainly through satisfaction questionnaires that provides accurate results. We use mainly two models one proposed by the European Index of Consumer Satisfaction (ECSI), directed to the client, and the Common Assessment Framework (CAF), used both in the client as the employees surveys. Introduced two questionnaires in a digital format, one in the central laboratory collect center, through an electronic kiosk and another on the laboratory web page, both as an alternative to survey paper currently used, we analyzed the results, and withdrew the conclusions. It was proposed and developed a questionnaire for employees whose intention would be to provide useful data to decision support, given the importance of employees in customer interaction and quality assurance throughout the whole clinical process, it was evaluated in a general way because it was not possible to show the results, however commented an empirical way some benefits of this questionnaire. The main goals of this study were to implement electronic questionnaires and analyze the results, comparing them with the ECSI, in order to emphasize the importance of analyzing simultaneously professional motivation with customer satisfaction, in order to improve decision support systems.

Developing a gamification system to increase customer lifetime value at MyGon

There have never been so many touch points between companies and consumers as there are today, which paradoxically makes it very challenging for companies to be able to retain and engage customers. Gamification is a strategy used by a large number of companies to increase customer engagement and customer lifetime value. This work aims at developing a gamification system for MyGon, a Portuguese startup working in the market of discounts and experiences. In addition to examining the literature concerning gamification, its elements and characteristics, recommendations were developed for addressing MyGon’s business goals of increasing conversion and customer engagement. The gamification mechanisms suggested include badges, missions, points, leaderboards and levels.

Corporate social reponsability strategic corporate social responsability: External and internal outcomes

This study investigates the importance and benefits of having a strategic Corporate Social Responsibility (CSR) program by testing the interrelationships between strategic CSR with three external (reputation, corporate image, and customer loyalty) and four internal (organizational commitment, job satisfaction, performance, and organizational deviance) variables. 269 clients and non-clients along with 190 employees and their direct supervisors completed the survey. Strategic CSR has shown to have a positive impact on all the variables studied with the exception of organizational deviance. Practical implications and suggestions for future research are discussed.

Rehabilitation of renders of old buildings in Portugal: survey, supporting methodology proposal and case studies

The main purpose of the research is to present a proposal for a methodology to support the rehabilitation project of renders of old buildings. To achieve the objective it was considered essential to define the main types of participants and aspects to integrate the proposal. The research methodology consists in an inquiry presented to several professional participants in rehabilitation, a market study of materials and products available in Portugal, the design of a methodology proposal and its application to a case study. The inquiry sample totals 24 answers from the targeted professionals. A sequence of relevant supporting procedures consists in the proposal, which aims to provide a supporting methodology to decide and project in this context and also to be tested with its application to the building. This proposal was applied to an old building with load-bearing stone masonry walls and air-lime based renders. It was concluded that the assessment of the building and external renderings’ condition, its diagnosis and of the supporting walls, the definition of intervention, the specification of materials to be used and performance requirements to comply, and also plans for conservation and periodic maintenance, are crucial. From the inquiry, compatibility between materials and complementary roles and points of view of different types of participants in rehabilitation must be highlighted. A proposal for a methodology to support the project could provide useful guidance particularly for architects and construction engineers, and improve the understanding of direct participants on site, therefore contributing for the correct implementation of the intervention.

Assessing the role of social networks on migrant labor market outcomes: Evidence from a representative immigrant survey

What role do social networks play in determining migrant labor market outcomes? We examine this question using data from a random sample of 1500 immigrants living in Ireland. We propose a theoretical model formally predicting that immigrants with more contacts have additional access to job offers, and are therefore better able to become employed and choose higher paid jobs. Our empirical analysis confirms these findings, while focusing more generally on the relationship between migrants’ social networks and a variety of labor market outcomes (namely wages, employment, occupational choice and job security), contrary to the literature. We find evidence that having one more contact in the network is associated with an increase of 11pp in the probability of being employed and with an increase of about 100 euros in the average salary. However, our data is not suggestive of a network size effect on occupational choice and job security. Our findings are robust to sample selection and other endogeneity concerns.

Socio-demographic correlates of physical activity of European adults: A cross-sectional study from the European Social Survey

ABSTRACT - Background: From a public health perspective, the study of socio-demographic factors related to physical activity is important in order to identify subgroups for intervention programs. Purpose: This study also aimed to identify the prevalence and the socio-demographic correlates related with the achievement of recommended physical activity levels. Methods: Using data from the European Social Survey round 6, physical activity and socio-demographic characteristics were collected from 39278 European adults (18271 men, 21006 women), aged 18-64 years, from 28 countries in 2012. Meeting physical activity guidelines was assessed using World Health Organization criteria. Results: 64.50% (63.36% men, 66.49% women) attained physical activity recommended levels. The likelihood of attaining physical activity recommendations was higher in age group of 55-64 years (men: OR=1.22, p<0.05; women: OR=1.66, p<0.001), among those who had completed high school (men: OR=1.28, p<0.01; women: OR=1.26, p<0.05), among those who lived in rural areas (men: OR=1.20, p<0.001; women: OR=1.10, p<0.05), and among those who had 3 or more people living at home (men: OR=1.40, p<0.001; women: OR=1.43, p<0.001). On the other hand, attaining physical activity recommendations was negatively associated with being unemployed (men: OR=0.70, p<0.001; women: OR=0.87, p<0.05), being a student (men: OR=0.56, p<0.001; women: OR=0.64, p<0.01), being a retired person (men: OR=0.86, p<0.05) and with having a higher household income (OR=0.80, p<0.001; women: OR=0.81, p<0.01). Conclusion: This research helped clarify that, as the promotion of physical activity is critical to sustain health and prevent disease, socio-demographic factors are important to consider when planning the increase of physical activity.

Assessing the role of social networks on migrant labor market outcomes: Evidence from a representative immigrant survey

What role do social networks play in determining migrant labor market outcomes? We examine this question using data from a random sample of 1500 immigrants living in Ireland. We propose a theoretical model formally predicting that immigrants with more contacts have additional access to job offers, and are therefore better able to become employed and choose higher paid jobs. Our empirical analysis confirms these findings, while focusing more generally on the relationship between migrants’ social networks and a variety of labor market outcomes (namely wages, employment, occupational choice and job security), contrary to the literature. We find evidence that having one more contact in the network is associated with an increase of 11pp in the probability of being employed and with an increase of about 100 euros in the average salary. However, our data is not suggestive of a network size effect on occupational choice and job security. Our findings are robust to sample selection and other endogeneity concerns.

Customer relationship management plan for wrike

Achieving long-term success for companies includes providing customers with exceptional products and ser-vices. It implies investing in Customer Relationship Management (CRM) and building a plan of its implementation. This issue is addressed in present Work Project by conducting interviews with top-management of Wrike and sur-vey with other employees which showed there is space for improvement of company’s current CRM. Results give insights of CRM in Wrike and are the basis of CRM plan proposal. The key effect of the proposed plan can be seen in the increase of the customer’s value and consequently result in Return on Customers.

Customer service process optimization at Sonae e MC

Sonae MC is constantly innovating and keeping up with the new market trends, being increasingly focused on E-commerce due to its growing importance. In that area, a telephone line is available to support customers with their problems. However, rare were the cases in which those problems were solved in the first contact. Therefore, the goal of this work was to reengineer these processes to improve the service performance and consequently the customer’s satisfaction. Following an evolutionary approach, improvement opportunities were suggested and if correctly implemented the cases resolution time could decrease 1 day and Sonae MC will save €7.750 per month.

Developing a gamification system to increase customer lifetime value at MyGon

There have never been so many touch points between companies and consumers as there are today, which paradoxically makes it very challenging for companies to be able to retain and engage customers. Gamification is a strategy used by a large number of companies to increase customer engagement and customer lifetime value. This work aims at developing a gamification system for MyGon, a Portuguese startup working in the market of discounts and experiences. In addition to examining the literature concerning gamification, its elements and characteristics, recommendations were developed for addressing MyGon’s business goals of increasing conversion and customer engagement. The gamification mechanisms suggested include badges, missions, points, leaderboards and levels.