The global shopper & brands communication at airports

This project aims to illuminate two perspectives on travel retail. On the one hand, it describes the main character of the shopping scenario at airports, namely the Global Shopper. It covers the entire profile of the referred character, the main nationalities that represent him and the current shopping trends of the passenger. Also estimates of the booming nationalities and the future purchasing trends are accurately presented. On the other hand, the travel retail market is analyzed from the airport brands’ perspective. It is described what is currently done in terms of brands communication in the top ten airports around the world and the expected future market retail trends. To accurately explore the Global Shopper behavior and purchasing preferences, a market research was conducted with a sample of 128 respondents, male and female, from different nationalities, age groups, occupation and education backgrounds. The essay tests hypothesis regarding the relevance of several variables in the purchasing process of the Global Shopper in order to understand the most pleasant way to approach consumers in travel retail. The main variables studied concern the reasons to shop at airports, to whom the passenger shops, the preferred category and brand of purchase, feelings while shopping abroad, impulsive buying behavior, brand loyalty, the use of mobile devices in the shopping process, brands communication at airports, pre-ordering online and the attitude towards self-service stores. Some findings were in accordance with expectations, while others were a surprise and may produce valuable recommendations for future travel retail practices. 4 The main relevant results concern two areas, namely pre-ordering online and self-service stores. Results showed a certain stress about not having enough time to choose between the various offerings in travel retail, as well as difficulty in dealing with crowed stores. However, pre-ordering online was not common, which would be an initiative that could solve the discomfort at airport’s stores. Moreover, self-service would promote efficiency in stores allowing passengers to save time if they already know how to go through the shopping process by themselves. Another possible recommendation concerns differentiating the strategy in travel retail for the two genders. Some differences were found in the categories bought by male and female, as well as to how brands should shape their approach concerning the demands of each gender.

Effect of price and in-store promotion on sales: a study of distinct regions in an emerging market

Increasing competition caused by globalization, high growth of some emerging markets and stagnation of developed economies motivate Consumer Packaged Goods (CPGs) manufacturers to drive their attention to emerging markets. These companies are expected to adapt their marketing activities to the particularities of these markets in order to succeed. In a country classified as emerging market, regions are not alike and some contrasts can be identified. In addition, divergences of marketing variables effect can also be observed in the different retail formats. The retail formats in emerging markets can be segregated in chain self-service and traditional full-service. Thus, understanding the effectiveness of marketing mix not only in country aggregated level data can be an important contribution. Inasmuch as companies aim to generate profits from emerging markets, price is an important marketing variable in the process of creating competitive advantage. Along with price, promotional variables such as in-store displays and price cut are often viewed as temporary incentives to increase short-term sales. Managers defend the usage of promotions as being the most reliable and fastest manner to increase sales and then short-term profits. However, some authors alert about sales promotions disadvantages; mainly in the long-term. This study investigates the effect of price and in-store promotions on sales volume in different regions within an emerging market. The database used is at SKU level for juice, being segregated in the Brazilian northeast and southeast regions and corresponding to the period from January 2011 to January 2013. The methodological approach is descriptive quantitative involving validation tests, application of multivariate and temporal series analysis method. The Vector-Autoregressive (VAR) model was used to perform the analysis. Results suggest similar price sensitivity in the northeast and southeast region and greater in-store promotion sensitivity in the northeast. Price reductions show negative results in the long-term (persistent sales in six months) and in-store promotion, positive results. In-store promotion shows no significant influence on sales in chain self-service stores while price demonstrates no relevant impact on sales in traditional full-service stores. Hence, this study contributes to the business environment for companies wishing to manage price and sales promotions for consumer brands in regions with different features within an emerging market. As a theoretical contribution, this study fills an academic gap providing a dedicated price and sales promotion study to contrast regions in an emerging market.

Consumer trial, continuous use, and economic benefits of a retail service innovation:the case of the personal shopping assistant

Service innovations in retailing have the potential to benefit consumers as well as retailers. This research models key factors associated with the trial and continuous use of a specific self-service technology (SST), the personal shopping assistant (PSA), and estimates retailer benefits from implementing that innovation. Based on theoretical insights from prior SST studies, diffusion of innovation literature, and the technology acceptance model (TAM), this study develops specific hypotheses and tests them on a sample of 104 actual users of the PSA and 345 nonusers who shopped at the retail store offering the PSA device. Results indicate that factors affecting initial trial are different from those affecting continuous use. More specifically, consumers' trust toward the retailer, novelty seeking, and market mavenism are positively related to trial, while technology anxiety hinders the likelihood of trying the PSA. Perceived ease of use of the device positively impacts continuous use while consumers' need for interaction in shopping environments reduces the likelihood of continuous use. Importantly, there is evidence on retailer benefits from introducing the innovation since consumers using the PSA tend to spend more during each shopping trip. However, given the high costs of technology, the payback period for recovery of investments in innovation depends largely upon continued use of the innovation by consumers. Important implications are provided for retailers considering investments in new in-store service innovations. Incorporation of technology within physical stores affords opportunities for the retailer to reduce costs, while enhancing service provided to consumers. Therefore, service innovations in retailing have the potential to benefit consumers as well as retailers. This research models key factors associated with the trial and continuous use of a specific SST in the retail context, the PSA, and estimates retailer benefits from implementing that innovation. In so doing, the study contributes to the nascent area of research on SSTs in the retail sector. Based on theoretical insights from prior SST studies, diffusion of innovation literature, and the TAM, this study develops specific hypotheses regarding the (1) antecedent effects of technological anxiety, novelty seeking, market mavenism, and trust in the retailer on trial of the service innovation; (2) the effects of ease of use, perceived waiting time, and need for interaction on continuous use of the innovation; and (3) the effect of use of innovation on consumer spending at the store. The hypotheses were tested on a sample of 104 actual users of the PSA and 345 nonusers who shopped at the retail store offering the PSA device, one of the early adopters of PSA in Germany. Data were analyzed using logistic regression (antecedents of trial), multiple regression (antecedents of continuous use), and propensity score matching (assessing retailer benefits). Results indicate that factors affecting initial trial are different from those affecting continuous use. More specifically, consumers' trust toward the retailer, novelty seeking, and market mavenism are positively related to trial, while technology anxiety hinders the likelihood of trying the PSA. Perceived ease of use of the device positively impacts continuous use, while consumers' need for interaction in shopping environments reduces the likelihood of continuous use. Importantly, there is evidence on retailer benefits from introducing the innovation since consumers using the PSA tend to spend more during each shopping trip. However, given the high costs of technology, the payback period for recovery of investments in innovation depends largely upon continued use of the innovation by consumers. Important implications are provided for retailers considering investments in new in-store service innovations. The study contributes to the literature through its (1) simultaneous examination of antecedents of trial and continuous usage of a specific SST, (2) the demonstration of economic benefits of SST introduction for the retailer, and (3) contribution to the stream of research on service innovation, as against product innovation.

An Examination of Customers’ Attitudes about Table Top Technology in Full-Service Restaurants

This paper examines the influence of customer-facing technology in full-service restaurants. As a new addition to the service experience, tabletop devices offer the customer more control over the dining experience, and also increase customer participation in the service process, which has the potential to upset the traditional exchange between service providers and customers in restaurants. To examine how customers react to the use of tabletop devices, this study examines 1,343 point-of-sales transactions from 20 units of a full-service casual dining restaurant chain and matches customer in-restaurant transactions to their reactions to tabletop devices used during their meals. Results show that over 70% of the customers who used tabletop devices reported positive affect toward the device, with approximately 79% of customers reporting that the device improved their experience, citing convenience, ease of use, and credit card security as some benefits of using the technology. Approximately 80% of the customers who used the device reported that they would return to the restaurant because of the positive affect. The results also indicate that likeability of the device and tip percentage were positively and significantly connected to customer reports of the devices having a positive effect on experience and on desire to return. In addition, when customers reported increased return intentions, likeability of the device was higher regardless of reports of the device improving restaurant experience, showing that the introduction of tabletop devices had a positive effect for most—but not all—customers.

Controlo e monitorização de um sistema de Auto-Pull

Esta dissertação descreve o estudo do controlo e da monitorização de um sistema de autopull, bem como o estudo da implementação de um destes sistemasnuma área de negócio. Inicialmente, de modo a percecionar as melhores opções a tomar para a realização deste projeto foram estudadas duas redes de comunicação locais, redes Ethernet e redes CAN, tendo-se optado pelas redes Ethernet, sendo as razões que determinaram esta escolha explanadas no desenvolvimento do relatório. Após ter sido selecionada a rede que foi utilizada, foram estudados os requisitos do sistema e procuradas no mercado soluções que os satisfaçam. Para a comunicação em tempo real foram utilizadas Web Sockets e para a utilização destas,foi necessário um servidor de Web Sockets, tendo a escolha recaídosobre onodejs. Posteriormente, foi elaborada uma interface gráfica que permitiu a criação de um sistema inteligente que auxilia os clientes do espaço a efetuarem pedidos bem como a chamarem os funcionários, não necessitando de passar os longos tempos de espera que normalmenteestão associados a estes espaços. Posto isto, foi realizado um website que deverá apresentar o espaço, os próximos eventos a realizar e outras informações importantes. Este sistema torna-se uma mais-valia para a divulgação da tecnologia implementada e para a divulgação dos espaços que eventualmente venham a adotar um sistema análogo. De seguida foi efetuado um plano de negócios, simulando um espaço físico que eventualmente implementasse esta tecnologia. Para tal, foi estudada a envolvente externa e interna em que este negócio estaria inserido, as políticas de marketing que deveriam ser seguidas e ainda um plano financeiro que descrevesse o investimento, as vendas esperadas e todos os restantes componentes económicos do projeto. Por último foram tecidas as principais conclusões inerentes ao projeto desenvolvido e analisadas as possibilidades de melhorias futuras.

A comunicação interna e a sua relação com a motivação dos trabalhadores

A presente proposta de Dissertação tem como objetivo principal analisar três canais de Comunicação Interna da empresa do Grupo Probos: Revista Interna; Self-Service; Caixa de Sugestões; e avaliar se estes contribuem para a motivação dos trabalhadores. O estudo da população envolveu 119 trabalhadores da empresa divididos por três secções: Administrativos, Técnicos e Operários que registaram as suas opiniões através de respostas a um instrumento de medição, o questionário. O questionário está dividido em quatro secções: Dados Sociodemográficos, Revista Interna, Caixa de Sugestões e Self-Service. As opiniões foram analisadas através do Excel da Microsoft e de uma escala de Likert de cinco pontos com o software para tratamento de dados quantitativos – IBM SPSS (versão 22). Como conclusão, no que diz respeito à Revista Interna os resultados apontam que nem todos os colaboradores inquiridos da empresa em estudo, consideram este canal comunicacional interno motivador para o seu desempenho profissional, mas valorizam a divulgação dos méritos e das novidades por seu intermédio. Relativamente aos canais Self-Service e Caixa de Sugestões, conclui-se que estes são ambos contributos para a motivação dos trabalhadores.

KPI definition for measuring customer extranet benefits for a forest company

Tutkimuksen tavoitteena oli määrittää hyötyjä, joita Stora Enso on saavuttanut ottamalla käyttöön extranet-järjestelmän, jonka avulla asiakkaat voivat seurata toimitusketjuaan. Tässä tutkimuksessa keskityttiin taloudellisten hyötyjen määrittämiseen ja aineettomien hyötyjen tutkiminen rajattiintyön ulkopuolelle. Samalla tuli kehittää mittarit itsepalveluasteiden laskemiseksi tietyille toiminnoille, joita asiakkaat voivat hyödyntää järjestelmässä. Myös toiminnot, joita järjestelmässä pääasiassa käytetään, tuli määrittää kvantitatiivisen tutkimuksen avulla. Myyntihenkilöstön haastattelut toimivat apuna laskettaessa taloudellisia hyötyjä. Teoriaosuudessa käsitellään yleisesti sähköisiä palveluita erityisesti yritysten välistä kaupankäyntiä koskevalla alueella. Myös toimitusketjua ja tunnusluku mittareiden rakentamista on esitelty yleisellä tasolla teoriaosassa. Työn keskeisimmät tulokset ovat itsepalveluasteiden mittarit, niiden avulla lasketut itsepalveluasteet sekä taloudelliset hyödyt, joita yrityson saavuttanut järjestelmän käyttöönoton jälkeen.

Sähköisen kaupan hankkeen arviointi rakennustuoteyrityksessä

Tämän diplomityön tavoitteena on arvioida rakennustuoteyrityksessä toteutetun yksityisen sähköisen kauppapaikan hyötyjä ja kustannuksia. Toisena tavoitteena on vertailla yksityisen kauppapaikan ja rakennusalan yhteisen BuildForum-kauppapaikan soveltuvuutta yrityksen e-kaupparatkaisuksi. Liiketoiminnan keskeisin tavoite on kannattavuus, mihin vaikuttavia tekijöitä ovat toimialarakenne ja kilpailuetu, johon strategialla pyritään. Sähköinen kauppa on sähköisen liiketoiminnan osa-alue yrityksen ja asiakkaan rajapinnassa ja se voidaan jakaa markkinointi-, rahoitus-, tilaus- ja toimituskanavaan. Sähköinen kauppa vaikuttaa kumpaankin kannattavuuden osatekijään. Strategian keskeisiä elementtejä ovat asiakkaalle tuotettu arvo ja sen tuottamisen aiheuttamat kustannukset. Molemmat ovat seurausta yrityksen arvoketjussa suoritetuista toiminnoista. E-kauppahanke vaikuttaa tarkasteltavan yrityksen arvoketjussa eniten myynti- ja markkinointitoimintoihin, erityisesti tilaus-toimitusprosessiin. Johtopäätöksenä sähköinen kaupankäynti nopeuttaa tilauksenkäsittelyä, vähentää siinä syntyviä virheitä, sekä kyselyjä tarjoten tietoa itsepalveluna verkossa. Tällöin e-kauppa sekä kasvattaa asiakkaalle tuotettua arvoa että alentaa kustannuksia. Toimialarakenteen säilyessä ennallaan hankkeen kokonaisvaikutus yrityksen kannattavuuteen on positiivinen. Myös investointilaskelma osoittaa hankkeen olevan kannattava. Tarkasteltavan yrityksen tuotteiden räätälöintiaste on korkea, minkä vuoksi vain harvat tuotteet soveltuvat standardimaiseen kaupankäyntiin BuildForum-kauppapaikan kautta. Yrityksellä voidaankin ajatella olevan erityisasema yksityisen kauppapaikan ylläpitämiseen. Kaiken kaikkiaan e-kaupan osuus yrityksessä jää kuitenkin rajalliseksi ja asian-tuntevien myyjien asema on jatkossakin merkittävä.

Sähköisen liiketoiminnan vaikutukset suurten energiayhtiöiden myyntitoimintaan

Työn tavoitteena oli selvittää tutkimukseen valittujen energiayhtiöiden TXU Europen, Centrican, RWE:n, Vattenfallin, Royal Dutch/Shellin ja Statoilin sähköisen liiketoiminnan tavoitteita ja tarkoitusta. Ensin käytiin läpi sähköisen liiketoiminnan käsitteitä ja Internetin merkitystä. Seuraavaksi selvitettiin energiamarkkinoilla tapahtuneita muutoksia, joiden puitteissa sähköinen liiketoiminta energiamarkkinoilla tulisi ymmärtää. Lopuksi energiayhtiöiden sähköiset palvelut analysoitiin perusteellisesti tutkimuksessa rakennettua viitekehystä apuna käyttämällä. Tutkimus perustuu täysin julkiseen informaatioon.Tällä hetkellä koko energianmyyntiprosessin suorittaminen alusta loppuun on energiayhtiöiden verkkosivuilla mahdollista. Sivut ovat kehittyneet pelkistä kotisivuista tarjous-, sopimus- ja laskutusprosessitoiminnot sisältäviksi sähköisiksi kauppapaikoiksi. Palveluita on myös vähitellen alettu integroimaan yritysten operatiivisiin järjestelmiin ja räätälöityjen palveluiden kehitys korostuu tulevaisuudessa. Asiakkaan itsepalvelumahdollisuudet lisääntyvät. Lisäarvoa tuovia palveluita kehitetään asiakassuhdetta vähitellen uusilla tuotteilla vahvistaen, laajaan energiayhtiöpohjaan perustuen tai viemällä useita uusia energiaan liittyviä tuotteita ja myös uusia energiatuotteita kerralla markkinoille. Yhteistyön merkitys tuotepakettien kehittämisessä korostuu.

Pilvipalveluilla joustavuutta ja kustannustehokkuutta Stora Enso Metsän tietojärjestelmiin

Tämän diplomityön tavoitteena oli selvittää hyödyttääkö Stora Enso Metsää tietojärjestelmien siirto perinteisistä konesalipalveluista pilvipalveluihin. Stora Enso Metsällä on paljon erilaisia suunnitteluun liittyviä eräajoja. Joitakin niistä ajetaan vain muutamia kertoja vuodessa kuten tehtaiden puuntarve, toisia muutaman kerran kuussa kuten kuljetusten malliajot tai muutaman kerran viikossa ajettava korjuun suunnittelu. Niissä tapauksissa palvelimet voidaan käynnistää erikseen ja käyttää niitä vain silloin, kun niitä oikeasti tarvitaan. Työn lopputuloksena havaittiin, että pilvipalveluiden käyttöönotto tuo kustannussäästöjä ja palveluiden hallintaan joustavuutta. Itsepalveluna toteutettuna palvelimia voidaan hallinnoida joustavasti kustannusten säästämiseksi. Pilvipalveluilla voidaan nopeuttaa projektien läpimenoa ja kohdentaa käyttökatkot tarkemmin koska siihen ei välttämättä tarvita toimittajan työtä lainkaan. Loppujen lopuksi asiakkaan on erittäin vaikea tietää kuinka paljon kustannuksia on jaettu eri tavalla eri palvelujen välillä.

Inglés a los tres años.

Experiencia pedagógica sobre la enseñanza del inglés en educación infantil llevada a acabo en el CRA Campos Góticos en Medina de Rioseco, Valladolid. Para estimular al niño y que aprenda sin presión o aburrimiento, propone realizar, a lo largo de la semana, sesiones cortas y variadas en esta lengua con canciones, rimas, cuentos, shows y vídeos, bajo el sistema del 'self-service', o sea un sistema de oferta variada en el que cada niño escoge lo que más le gusta y aprende según sus intereses personales.

Made in Italy. Made in Britain. Quality, brands and innovation in the European poultry market, 1950-1980.

This paper compares the development of the poultry industry in Italy with the UK. Earlier research has suggested that the UK poultry industry developed a symbiotic relationship with the emerging supermarket retailers. Italy had a retarded supermarket sector. Its distribution system favoured small-scale, independent butchers rather than chains of self-service supermarkets. Despite this the Italian poultry industry also modernised, adopting US technologies. The catalyst for this modernisation was technological innovation in refrigeration technologies that enabled Italian consumers and independent retailers to be persuaded of the merits of the new ‘technological’ chicken. While the Italian market has become dominated by AIA and Amadori in recent years, the key innovators were the entrepreneurs that created the company called Arena.

Satisfação dos clientes de terceira idade com o auto-atendimento em uma agência do Banco do Brasil

Este trabalho de conclusão tem como seu objetivo principal verificar os serviços que são oferecidos nas Salas de Auto-Atendimento (SAA) para a terceira idade, em uma agência do Banco do Brasil, em Porto Alegre. Interessa saber como é a percepção desse público com relação ao tema proposto para sugerir à instituição bancária melhorias, bem como comprovação em futuros estudos. Diante das impressões dos consumidores dos produtos e serviços oferecidos no ambiente ora analisado, percebe-se que este público tem pouca familiaridade quando lida com a automação bancária, embora outros problemas paralelos foram destacados, como a necessidade permanente de funcionários para auxiliá-los durante as operações, as filas ocasionando cansaço físico, a segurança nas SAA, a pouca privacidade quando utilizam as máquinas e a necessidade de conforto nesse ambiente, como a disponibilização de cadeiras, bebedouros e vasos com plantas. A grande maioria ainda prefere o atendimento tradicional, ou seja, o contato humano. Para este público, este é o caminho mais seguro e agradável para acessar os produtos e serviços bancários. Notou-se a reduzida oferta de estudos sobre o assunto quando se trata de relacionar a automação bancária versus terceira idade, bem como a inexistência de uma política diferenciada de atendimento para esse público.

Investigação epidemio-parasitológica em hortaliças comercializadas em feiras livres, mercados e restaurantes do Distrito Federal

Pós-graduação em Medicina Veterinária - FMVZ

End-User Development Success Factors and their Application to Composite Web Development Environments

The Future Internet is expected to be composed of a mesh of interoperable Web services accessed from all over the Web. This approach has not yet caught on since global user-service interaction is still an open issue. Successful composite applications rely on heavyweight service orchestration technologies that raise the bar far above end-user skills. The weakness lies in the abstraction of the underlying service front-end architecture rather than the infrastructure technologies themselves. In our opinion, the best approach is to offer end-to-end composition from user interface to service invocation, as well as an understandable abstraction of both building blocks and a visual composition technique. In this paper we formalize our vision with regard to the next-generation front-end Web technology that will enable integrated access to services, contents and things in the Future Internet. We present a novel reference architecture designed to empower non-technical end users to create and share their own self-service composite applications. A tool implementing this architecture has been developed as part of the European FP7 FAST Project and EzWeb Project, allowing us to validate the rationale behind our approach.