Análisis de las variables de marketing que afectan al valor del cliente. La permanencia como variable controlable

To know how marketing variables affect customer value is essential for a company in order to be market and customer oriented, and to improve investment efficiency in both attracting and retaining customers. Thus, the assessment of the influence of marketing variables in customer value is of prime importance. This is recognized in many empirical studies of these variables, which address the impact of a single variable (or sets of a few variables) on customer value. A comprehensive, integrated assessment of all marketing variables and their interdependencies is an arduous and complex task for researchers and marketing managers. This research proposes a theoretical model of customer value that takes into account all significant marketing variables that have been partially addressed in empirical investigations of other researchers. These marketing variables include brand and reputation, point of sale, employees, price, termination fee commitment, discounts, complementarity of products, experiences, emotions, perceived value, quality, satisfaction, switching costs, and loyalty. The model incorporates the relationship between each variable with retention and with customer value as well as the relationships between them. A special focus is placed on the empirical analysis of the termination fee commitment and its relationship with customer value. This variable is widely used in the telecommunication’s industry for its influence on customer retention from the moment of purchase. However, there is strikingly little research in this topic. A large customer database of a telecommunications company containing five years information about 63.165 customers is used for this purpose. Multivariate linear regression and ANOVA method are applied...

Communication across cultures? An intercultural approach to customer service in the hotel industry: a study with globally branded hotels in the United Kingdom

In a professional and business-social context such as that of global hotel brands in the United Kingdom, intercultural communication, contacts and relationships are found at the heart of daily operations and of customer service. A large part of the clientele base of hotels in the United Kingdom is formed by individuals who belong to different cultural groups that travel in the country either for leisure or business. At the same time, the global workforce which is recruited in the hotel industry in the United Kingdom is a reality here to stay. Global travelling and labor work mobility are phenomena which have been generated by changes which occur on a socio-economic, cultural and political level due to the phenomenon of globalization. The hotel industry is therefore well acquainted with the essence of different cultures either to be accommodated within hotel premises, as in the case of external customers, or of diversity management where different cultures are recruited in the hotel industry, as in the case of internal customers. This thesis derives from research conducted on eight different global hotel brands in the United Kingdom in particular, with reference to three, four and five star categories. The research aimed to answer the question of how hotels are organized in order to address issues of intercultural communication during customer service and if intercultural barriers arise during the intercultural interaction of hotel staff and global customers. So as to understand how global hotel brands operate the research carried out focused in three main areas relating to each hotel: organizational culture, customer service–customer care and intercultural issues. The study utilized qualitative interviews with hotel management staff and non-management staff from different cultural backgrounds, public space observations between customers and staff during check-in and checkout in the reception area and during dining at the café-bar and restaurant. Thematic analysis was also applied to the official web page of each hotel and to job advertisements to enhance the findings from the interviews and the observations. For the process of analysis of the data interpretive (hermeneutic) phenomenology of Martin Heidegger has been applied. Generally, it was found that hotel staff quite often feel perplexed by how to deal with and how to overcome, for instance, language barriers and religious issues and how to interpret non verbal behaviors or matters on food culture relating to the intercultural aspect of customer service. In addition, it was interesting to find that attention to excellent customer service on the part of hotel staff is a top organizational value and customer care is a priority. Despite that, the participating hotel brands appear to have not yet, realized how intercultural barriers can affect the daily operation of the hotel, the job performance and the psychology of hotel staff. Employees indicated that they were keen to receive diversity training, provided by their organizations, so as to learn about different cultural needs and expand their intercultural skills. The notion of diversity training in global hotel brands is based on the sense that one of the multiple aims of diversity management as a practice and policy in the workplace of hotels is the better understanding of intercultural differences. Therefore global hotel brands can consider diversity training as a practice which will benefit their hotel staff and clientele base at the same time. This can have a distinctive organizational advantage for organizational affairs in the hotel industry, with potential to influence the effectiveness and performance of hotels.

Identificación de redes nacionales y mundiales de distribución de petróleo y gas natural y su relación con la conformación de comunidades

El presente proyecto investiga la relación entre las organizaciones con el medio y marketing, para lo cual se debe mencionar el conflicto de intereses de la comunidad y de la organización, y como se intenta percibir a la organización como un buen vecino dentro de la comunidad. A su vez éste estudio cuenta con objetivos basados en la identificación de redes de distribución de petróleo y gas natural, tanto nacionales como internacionales, para así abarcar un sector estratégico más preciso, y mostrar las relación entre las organizaciones y la conformación de comunidades. Se tienen en cuenta factores elementales en el estudio de este sector energético, como son sus principales componentes, así como un marco teórico específico que permita desarrollar el concepto de conformación de comunidades para lograr una exitosa aplicación del mismo. Del mismo modo se incluirán temas relacionados con marketing, pero desde un punto de vista más cercano a la comunidad, tomando los medios y el marketing como un concepto más importante en el impacto de las organizaciones en la comunidad, es decir tomando el concepto de marketing como aquellas comunidades que rodean las organizaciones, como éstas dos interactúan, y que impactos tienen una sobre la otra. De la misma manera se tienen resultados en cuanto a planteamientos más profundos sobre conceptos de marketing que no son desarrollados muy a menudo, los cuales conservan su esencia fundamental y siguen impactando en silencio a las organizaciones, pero que si lo estudiamos y aprovechamos de algún modo lograremos beneficios para nuestra organización y para los intereses colectivos.

The significant role of third-party logistics (3pl) operators as fosterers of organizational performance in colombian companies

La eliminación de barreras entre países es una consecuencia que llega con la globalización y con los acuerdos de TLC firmados en los últimos años. Esto implica un crecimiento significativo del comercio exterior, lo cual se ve reflejado en un aumento de la complejidad de la cadena de suministro de las empresas. Debido a lo anterior, se hace necesaria la búsqueda de alternativas para obtener altos niveles de productividad y competitividad dentro de las empresas en Colombia, ya que el entorno se ha vuelto cada vez más complejo, saturado de competencia no sólo nacional, sino también internacional. Para mantenerse en una posición competitiva favorable, las compañías deben enfocarse en las actividades que le agregan valor a su negocio, por lo cual una de las alternativas que se están adoptando hoy en día es la tercerización de funciones logísticas a empresas especializadas en el manejo de estos servicios. Tales empresas son los Proveedores de servicios logísticos (LSP), quienes actúan como agentes externos a la organización al gestionar, controlar y proporcionar actividades logísticas en nombre de un contratante. Las actividades realizadas pueden incluir todas o parte de las actividades logísticas, pero como mínimo la gestión y ejecución del transporte y almacenamiento deben estar incluidos (Berglund, 2000). El propósito del documento es analizar el papel de los Operadores Logísticos de Tercer nivel (3PL) como promotores del desempeño organizacional en las empresas colombianas, con el fin de informar a las MIPYMES acerca de los beneficios que se obtienen al trabajar con LSP como un medio para mejorar la posición competitiva del país.

Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value

Structured abstract Purpose: To deepen, in grocery retail context, the roles of consumer perceived value and consumer satisfaction, as antecedents’ dimensions of customer loyalty intentions. Design/Methodology/approach: Also employing a short version (12-items) of the original 19-item PERVAL scale of Sweeney & Soutar (2001), a structural equation modeling approach was applied to investigate statistical properties of the indirect influence on loyalty of a reflective second order customer perceived value model. The performance of three alternative estimation methods was compared through bootstrapping techniques. Findings: Results provided i) support for the use of the short form of the PERVAL scale in measuring consumer perceived value; ii) the influence of the four highly correlated independent latent predictors on satisfaction was well summarized by a higher-order reflective specification of consumer perceived value; iii) emotional and functional dimensions were determinants for the relationship with the retailer; iv) parameter’s bias with the three methods of estimation was only significant for bootstrap small sample sizes. Research limitations:/implications: Future research is needed to explore the use of the short form of the PERVAL scale in more homogeneous groups of consumers. Originality/value: Firstly, to indirectly explain customer loyalty mediated by customer satisfaction it was adopted a recent short form of PERVAL scale and a second order reflective conceptualization of value. Secondly, three alternative estimation methods were used and compared through bootstrapping and simulation procedures.

Experimenting with the role of performance of hygiene and motivators on customer satisfaction: studying the temporal effect

Marketers continuously attempt to identify important attributes and innovate in order to understand how attribute performance could lead to customer satisfaction in the short term and in the long term. Understanding the impact of customer satisfaction may offer a competitive edge to companies. Researchers are discussing the importance of performance attributes in leading to satisfaction; however, there is no clear understanding of whether an attribute that leads to satisfaction at one time (e.g., short run) can cause it also in the long run, without excluding the possibility that it could lead to dissatisfaction and no satisfaction. The present research tries to understand anomalies related to asymmetric attribute performance and satisfaction over time with the help of Herzberg's (1967) Two-Factor Theory (TFT) and construal level theory (CLT). More precisely, there are main purposes of this dissertation. First, the present research tries to understand whether positive or negative hygiene attribute performance and motivator attribute factors exert different weights on overall customer satisfaction depending on the time elapsed from the service experience. Second, to test if positive or negative hygiene/motivator attribute performance affect to revisit intention and to word of mouth by considering mediating role of satisfaction. The results reveal that in the near past (NP) experience, the positive performance of hygiene concrete attributes creates a differential effect on overall satisfaction higher than the negative performance of hygiene concrete attributes. Results also confirmed mediating role of satisfaction in the relationship between attribute performance and revisit intention for near past condition but not for distant past. Likewise significant relationship was found for the mediating role of satisfaction in the relationship between attribute performance and word of mouth (WOM) for near past condition but not for distant past.

WEC-Sim Application for the Assessment of Wave Energy Generation in the Tyrrhenian Sea and the North Sea Through the 2-Body Point Absorber (2BPA) and the Oscillating Surge Wave Energy Converter (OSWEC)

In recent years, developed countries have turned their attention to clean and renewable energy, such as wind energy and wave energy that can be converted to electrical power. Companies and academic groups worldwide are investigating several wave energy ideas today. Accordingly, this thesis studies the numerical simulation of the dynamic response of the wave energy converters (WECs) subjected to the ocean waves. This study considers a two-body point absorber (2BPA) and an oscillating surge wave energy converter (OSWEC). The first aim is to mesh the bodies of the earlier mentioned WECs to calculate their hydrostatic properties using axiMesh.m and Mesh.m functions provided by NEMOH. The second aim is to calculate the first-order hydrodynamic coefficients of the WECs using the NEMOH BEM solver and to study the ability of this method to eliminate irregular frequencies. The third is to generate a *.h5 file for 2BPA and OSWEC devices, in which all the hydrodynamic data are included. The BEMIO, a pre-and post-processing tool developed by WEC-Sim, is used in this study to create *.h5 files. The primary and final goal is to run the wave energy converter Simulator (WEC-Sim) to simulate the dynamic responses of WECs studied in this thesis and estimate their power performance at different sites located in the Mediterranean Sea and the North Sea. The hydrodynamic data obtained by the NEMOH BEM solver for the 2BPA and OSWEC devices studied in this thesis is imported to WEC-Sim using BEMIO. Lastly, the power matrices and annual energy production (AEP) of WECs are estimated for different sites located in the Sea of Sicily, Sea of Sardinia, Adriatic Sea, Tyrrhenian Sea, and the North Sea. To this end, the NEMOH and WEC-Sim are still the most practical tools to estimate the power generation of WECs numerically.

AGV Safety Areas Obstacle Detection and Interaction with Point Cloud Derived Map

This thesis project aims to the development of an algorithm for the obstacle detection and the interaction between the safety areas of an Automated Guided Vehicles (AGV) and a Point Cloud derived map inside the context of a CAD software. The first part of the project focuses on the implementation of an algorithm for the clipping of general polygons, with which has been possible to: construct the safety areas polygon, derive the sweep of this areas along the navigation path performing a union and detect the intersections with line or polygon representing the obstacles. The second part is about the construction of a map in terms of geometric entities (lines and polygons) starting from a point cloud given by the 3D scan of the environment. The point cloud is processed using: filters, clustering algorithms and concave/convex hull derived algorithms in order to extract line and polygon entities representing obstacles. Finally, the last part aims to use the a priori knowledge of possible obstacle detections on a given segment, to predict the behavior of the AGV and use this prediction to optimize the choice of the vehicle's assigned velocity in that segment, minimizing the travel time.

Emergent Antiferromagnetism Out Of The Hidden-order" State In Uru2si2: High Magnetic Field Nuclear Magnetic Resonance To 40 T."

Very high field (29)Si-NMR measurements using a fully (29)Si-enriched URu(2)Si(2) single crystal were carried out in order to microscopically investigate the hidden order (HO) state and adjacent magnetic phases in the high field limit. At the lowest measured temperature of 0.4 K, a clear anomaly reflecting a Fermi surface instability near 22 T inside the HO state is detected by the (29)Si shift, (29)K(c). Moreover, a strong enhancement of (29)K(c) develops near a critical field H(c) ≃ 35.6 T, and the ^{29}Si-NMR signal disappears suddenly at H(c), indicating the total suppression of the HO state. Nevertheless, a weak and shifted (29)Si-NMR signal reappears for fields higher than H(c) at 4.2 K, providing evidence for a magnetic structure within the magnetic phase caused by the Ising-type anisotropy of the uranium ordered moments.

The Inadequacy Of The Y-axis Of Growth (sngn) For The Vertical Pattern Assessment In Patients With Sagittal Discrepancies.

The aim of this cephalometric study was to evaluate the influence of the sagittal skeletal pattern on the 'Y-axis of growth' measurement in patients with different malocclusions. Lateral head films from 59 patients (mean age 16y 7m, ranging from 11 to 25 years) were selected after a subjective analysis of 1630 cases. Sample was grouped as follows: Group 1 - class I facial pattern; group 2 - class II facial pattern; and Group 3 - class III facial pattern. Two angular measurements, SNGoGn and SNGn, were taken in order to determine skeletal vertical facial pattern. A logistic regression with errors distributed according to a binomial distribution was used to test the influence of the sagittal relationship (Class I, II, III facial patterns) on vertical diagnostic measurement congruence (SNGoGn and SNGn). RESULTS show that the probability of congruence between the patterns SNGn and SNGoGn was relatively high (70%) for group 1, but for groups II (46%) and III (37%) this congruence was relatively low. The use of SNGn appears to be inappropriate to determine the vertical facial skeletal pattern of patients, due to Gn point shifting throughout sagittal discrepancies. Clinical Significance: Facial pattern determined by SNGn must be considered carefully, especially when severe sagittal discrepancies are present.

Efeito da adição de cinza da casca de arroz em misturas cimento-casca de arroz

The rice husk and its ash are abundant and renewable and can be used to obtain alternative building materials. An increase in the consumption of such waste could help minimize the environmental problems from their improper disposal. This study aimed to evaluate the use of ashes as a cargo mineral (filler). However, the rice husk chemically interferes in the conduct of the based cement mixtures. Thus, different mixes cement-rice husk with and without the addition of ash were evaluated in order to highlight the influence of its components (husk; ash), which could otherwise be excluded or be underestimated. Cylindrical samples (test of simple compression and traction by diametrical compression) and samples extracted from manufactured pressed board (test of bending and parallel compression to the surface), were used to evaluate the behavior of different mixtures of components (rice hush; RHA - rice husk ahs). The results of the mechanical tests showed, in general, there is not a statistical difference between the mixtures, which are associated with the chemical suppressive effect of the rice husk ash. The mixture of rice husk of 10 mm, with an addition of 35% of the rice husk ash, is notable for allowing the highest consumption of rice husk and rice husk ash, to reduce 25% the consumption of cement and to allow the storage (without emissions to the atmosphere), around 1.9 ton of CO2 per ton of cement consumed, thus contributing to the reduction of CO2 emissions, which can stimulate rural constructions under an ecological point of view.

Prosody, focus, and word order

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Pedagogia do esporte e a iniciação ao tenis de campo : um estudo nos principais clubes de São Paulo

Universidade Estadual de Campinas . Faculdade de Educação Física

Qualidade de vida e ginastica geral : possiveis aproximações

Universidade Estadual de Campinas . Faculdade de Educação Física

Estudo das propostas de formação profissional desenvolvidas pala Faculdade de Educação Fisica de Santo Andre

Universidade Estadual de Campinas. Faculdade de Educação Física