Customer intimacy strategy in B2B technology businesses in Colombia

The main objective of this Thesis is to analyze Customer Intimacy Strategy in B2B technology businesses in Colombia and the variables that have a direct relationship with it like perception, trust and networking. And how a Customer Intimacy Strategy can affect a company to achieve positive or negative results in an operation, in terms of business opportunities, relations and profitable and sustainable sales if properly managed or mismanaged. With a population of almost 50 million people, GDP average growth of 4.22%(considering 2013 up to 2017), a strategic geographic location in Latin America close to the middle of the region with direct access to the Pacific and Atlantic oceans, on the verge to reach a peace agreement ending its long time social and security conflict with the local guerrillas, Colombia is a country with a stable economic present and promising future. But despite the appealing business landscape and opportunities both in number and size, it is a developing economy where firms who are willing to run a startup or who currently have B2B technology operations in this country will find out that uncertainty and mistrust are two of the most critical variables that need to be overcome in order to achieve success. Their relevance will vary from one region to another, but will still be considered of most importance throughout the country. This matter is highly important to B2B technology businesses in Colombia because few firms are aware of the importance of customer intimacy strategy, believing that it is just a matter of social relationships and not considering the diverse number of variables such us perception, trust and networking that compose it. Customer intimacy strategy at the end becomes the main and most relevant source of sales in a B2B technology environment in Colombia.

Detection and Identification of Abnormalities in Customer Consumptions in Power Distribution Systems

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)

Government procurement policy in developing countries: the case of Petrobras

The aim of this article is to discuss whether public procurement policy can promote innovation by firms located in developing countries. The literature on technological learning is used to create a typology for assessing the impact of public procurement in developing countries from the standpoint of innovation. Petrobras, a Brazilian state-owned enterprise, was chosen as a case study. Petrobras is a global leader in the field of deepwater oil production technology and so offers an interesting opportunity to investigate whether government procurement in developing countries is used to promote the capability of domestic firms to develop innovations. The article presents the findings of a field survey on P-51, a platform that was ordered by the Brazilian state-owned enterprise and began producing in 2009. The case study is based on information collected from interviews with managers of Petrobras, EPC contractors and some of the firms subcontracted to work on P-51.

Customer Evolution in Sales Channel Migration

This research has been triggered by an emergent trend in customer behavior: customers have rapidly expanded their channel experiences and preferences beyond traditional channels (such as stores) and they expect the company with which they do business to have a presence on all these channels. This evidence has produced an increasing interest in multichannel customer behavior and it has motivated several researchers to study the customers’ channel choices dynamics in multichannel environment. We study how the consumer decision process for channel choice and response to marketing communications evolves for a cohort of new customers. We assume a newly acquired customer’s decisions are described by a “trial” model, but the customer’s choice process evolves to a “post-trial” model as the customer learns his or her preferences and becomes familiar with the firm’s marketing efforts. The trial and post-trial decision processes are each described by different multinomial logit choice models, and the evolution from the trial to post-trial model is determined by a customer-level geometric distribution that captures the time it takes for the customer to make the transition. We utilize data for a major retailer who sells in three channels – retail store, the Internet, and via catalog. The model is estimated using Bayesian methods that allow for cross-customer heterogeneity. This allows us to have distinct parameters estimates for a trial and an after trial stages and to estimate the quickness of this transit at the individual level. The results show for example that the customer decision process indeed does evolve over time. Customers differ in the duration of the trial period and marketing has a different impact on channel choice in the trial and post-trial stages. Furthermore, we show that some people switch channel decision processes while others don’t and we found that several factors have an impact on the probability to switch decision process. Insights from this study can help managers tailor their marketing communication strategy as customers gain channel choice experience. Managers may also have insights on the timing of the direct marketing communications. They can predict the duration of the trial phase at individual level detecting the customers with a quick, long or even absent trial phase. They can even predict if the customer will change or not his decision process over time, and they can influence the switching process using specific marketing tools

The temporal pattern of customer satisfaction: a construal-level approach

Customer satisfaction has been traditionally studied and measured regardless of the time elapsed since the purchase. Some studies have recently reopened the debate about the temporal pattern of satisfaction. This research aims to explain why “how you evaluate a service depends on when you evaluate it” on the basis of the theoretical framework proposed by Construal-Level Theory (CLT). Although an empirical investigation is still lacking, the literature does not deny that CLT can be applied also with regard to past events. Moreover, some studies support the idea that satisfaction is a good predictor of future intentions, while others do not. On the basis of CLT, we argue that these inconsistent results are due to the different construal levels of the information pertaining to retrospective and prospective evaluations. Building on the Two-Factor Theory, we explain the persistence of certain attributes’ representations over time according to their relationship with overall performance. We present and discuss three experiments and one field study that were conducted a) to test the extensibility of CLT to past events, b) to disentangle memory and construal effects, c) to study the effect of different temporal perspective on overall satisfaction judgements, and d) to investigate the temporal shift of the determinants of customer satisfaction as a function of temporal distance.

Legal Ontologies for Public Procurement Management

The thesis explores ways to formalize the legal knowledge concerning the public procurement domain by means of ontological patterns suitable, on one hand, to support awarding authorities in conducting procurement procedures and, on the other hand, to help citizens and economic operators in accessing procurement's notices and data. Such an investigation on the making up of conceptual models for the public procurement domain, in turn, inspires and motivates a reflection on the role of legal ontologies nowadays, as in the past, retracing the steps of the ``ontological legal thinking'' from Roman Law up to now. I try, at the same time, to forecast the impact, in terms of benefits, challenges and critical issues, of the application of computational models of Law in future e-Governance scenarios.

Sistemi hands-free basati su smart-glass a supporto di attivita di customer care di un'impresa

Da alcuni anni in ambito business ed enterprise si sta diffondendo l'utilizzo di dispositivi wearable al fine di rendere più efficiente ed efficace la gestione di molteplici attività e processi aziendali. I sistemi hand-held comunemente utilizzati in ambito lavorativo, tra cui smartphone e tablet, spesso non risultano idonei in contesti in cui un operatore debba interagire con il dispositivo mentre ha le proprie mani impegnate con attrezzature e strumenti di lavoro. I sistemi hands-free rimediano a tali problematiche supportando tecniche di interazione non convenzionali che consentono all'operatore di mantenere libere le proprie mani durante la consultazione del dispositivo e di rimanere concentrato sull'attività che sta svolgendo. I sistemi basati su smart-glass, oltre ad offrire funzionalità hands-free, presentano l'ulteriore vantaggio di poter presentare all'interno del campo visivo dell'utente importanti informazioni di supporto inerenti all'attività che sta svolgendo, avvalendosi anche dell'utilizzo di tecnologie di realtà aumentata. La sinergia tra dispositivi basati su smart-glass e tecniche di realtà aumentata sta destando un crescente interesse sia in ambito accademico che industriale; esiste la possibilità che in un prossimo futuro questa tipologia di sistemi divenga la nuova piattaforma computazionale enterprise di riferimento. L'obiettivo di questo lavoro di tesi è stato lo studio e la progettazione di una soluzione hands-free basata su smart-glass in grado di supportare alcune attività di customer care del Gruppo Loccioni, una società che si occupa dello sviluppo di sistemi automatici di misura e controllo per migliorare la qualità, l'efficienza e la sostenibilità di prodotti, processi ed edifici. In particolare, il sistema sviluppato ha consentito di migliorare la gestione dei processi di manutenzione e riparazione degli impianti energetici sostenibili che il Gruppo Loccioni installa presso le sedi di imprese clienti.

Don't Worry, B-Buy: E-Procurement at Bucknell

Bucknell University is piloting a centralized e-procurement system for institutional purchasing that will streamline the procurement process.

Market Prices and Food Aid Local and Regional Procurement and Distribution: A Multi-Country Analysis

To date, no research has rigorously addressed the concern that local and regional procurement (LRP) of food aid could affect food prices and food price volatility in food aid source and recipient countries. We assemble spatially and temporally disaggregated data and estimate the relationship between food prices and their volatility and local food aid procurement and distribution across seven countries for several commodities. In most cases, LRP activities have no statistically significant relationship with either local price levels or food price volatility. The few exceptions underscore the importance of market monitoring. (C) 2013 Elsevier Ltd. All rights reserved.

The Timeliness and Cost-Effectiveness of the Local and Regional Procurement of Food Aid

Local and regional procurement (LRP) of food aid is often claimed to lead to quicker and more cost-effective response. We generate timeliness and cost-effectiveness estimates by comparing US-funded LRP activities in nine countries against in-kind, transoceanic food aid shipments from the US to the same countries during the same timeframe. Procuring food locally or distributing cash or vouchers results in a time savings of nearly 14 weeks, a 62 percent gain. Cost-effectiveness varies significantly by commodity type. Procuring grains locally saved over 50 percent, on average, while local procurement of processed commodities was not always cost-effective. (C) 2013 Elsevier Ltd. All rights reserved.