Impact of product-related environmental regulations in Asia : descriptive statistics from a survey of firms in Vietnam

This paper summarizes the main results of a unique firm survey conducted in Vietnam in 2011 on product-related environmental regulations (PRERs). The results of this survey are compared with the results of a corresponding survey of firms in Penang, Malaysia (Michida, et al. 2014b). The major findings are as follows. First, adaptation to PRERs involves changes in input procurement and results in market diversification, which potentially alters the structure of supply chains. This finding is consistent with the Malaysian survey result. Second, connections to global supply chains are key to compliance, but this requires firms to meet more stringent customer requirements. Third, government policy can play an important role in assisting firms to comply with PRERs.

The determinants of the quality of Sales-Marketing Interface in a Multinational Customer Brand Focused Company: The Latin American Branches

Customer evolution and changes in consumers, determine the fact that the quality of the interface between marketing and sales may represent a true competitive advantage for the firm. Building on multidimensional theoretical and empirical models developed in Europe and on social network analysis, the organizational interface between the marketing and sales departments of a multinational high-growth company with operations in Argentina, Uruguay and Paraguay is studied. Both, attitudinal and social network measures of information exchange are used to make operational the nature and quality of the interface and its impact on performance. Results show the existence of a positive relationship of formalization, joint planning, teamwork, trust and information transfer on interface quality, as well as a positive relationship between interface quality and business performance. We conclude that efficient design and organizational management of the exchange network are essential for the successful performance of consumer goods companies that seek to develop distinctive capabilities to adapt to markets that experience vertiginous changes

Some insights for a relationship marketing model integrating SERVQUAL and customer loyalty in dental clinics

The demand of new services, the emergence of new business models, insufficient innovation, underestimation of customer loyalty and reluctance to adopt new management are evidence of the deficiencies and the lack of research about the relations between patients and dental clinics. In this article we propose the structure of a model of Relationship Marketing (RM) in the dental clinic that integrates information from SERVQUAL, Customer Loyalty (CL) and activities of RM and combines the vision of dentist and patient. The first pilot study on dentists showed that: they recognize the value of maintaining better patients however they don't perform RM actions to retain them. They have databases of patients but not sophisticated enough as compared to RM tools. They perceive that the patients value "Assurance" and "Empathy" (two dimensions of service quality). Finally, they indicate that a loyal patient not necessarily pays more by the service. The proposed model will be validated using Fuzzy Logic simulation and the ultimate goal of this research line is contributing a new definition of CL.

Customer training, oriented toward the customer in the spanish affiliate

On that date , the Spanish affiliate offered for the 1st. time to its customers courses oriented toward the user, not the product, within the area of programming, in the subarea of application programming

Customer loyalty plan at Residencia Gómez-Pardo, Universidad Politécnica de Madrid

Accommodation is a first need and one of the most important decisions that university students have to decide taking into account their limited budget. The satisfaction grade of these students is the relevant aspect for the administrators and managers of the university residences, because it allows assuring the viability and sustainability of this kind of accommodation. In a situation of decline in rate of retention of students into the residence, coupled with an environment of economic crisis. Hence, of disposable income reduction, it seems essential to get to know what factors affect the motivation to remain into the university residence more than others when it comes to the final choice. The offer?s increase of different kind of accommodation is another variable to be considered when taking the decision related to the management of this kind of accommodation. Thus, there is the need to know which are the key factors and to obtain information about these variables in order to go deep into the relevance grade with the aim to pursue the strategic objectives, that will allow to improve the relationship with the customer and to respond to his accommodation? needs. This article researches the motivation elements that lead the students to remain in a university residence or to abandon it in exchange or a different accommodation, as per example shared flats or individual apartments. This research work intends to be useful for the university residence?s managers in order to increase its incomes, to raise the satisfaction degree among its residents and to obtain better end results in the management of these properties. The fieldwork conducted in the Residencia Universitaria Gómez Pardo (RUGP), Universidad Politécnica de Madrid (UPM), for four semesters, which means students from 27 different grades (undergraduates) and 81 surveys finished, shows the following conclusions. Not only the relation with the residence?s personnel but also the quality and quantity of the feeding and the availability and quality of the internet service, constitute key factors when it comes to make the decision of remaining or of abandoning the residence when the semester comes to its end.

Customer Relationship Management-PeopleSoft CRM

1 RESUMEN 1.1 Resumen (español) El intercambio y comercio tanto de bienes como servicios se remonta a tiempos inmemoriales dentro de la historia de la humanidad. Desde sus inicios tempranos con el intercambio o trueque de productos en el Neolítico hasta nuestra época híper globalizada, en la que existen clientes potenciales en el otro extremo del mundo, podemos decir que se ha recorrido un largo camino. Con el paso del tiempo y la evolución de la sociedad y la tecnología, así como la evolución empresarial, se ha visto necesario la implementación de estrategias para lograr la fidelización y satisfacción de los clientes. De esta forma entendimos que ya no valía simplemente con vender un producto a un cliente, si no que si queríamos establecer una relación continúa con el mismo, debíamos lograr su satisfacción y por tanto su fidelización. Como forma de extender la relación más allá de una simple venta, las empresas modernas empezaron a implementar diversas estrategias. De esta forma aparecieron los primeros centros de atención al cliente, las primeras aplicaciones hechas a medida para dar soporte a los clientes y por fin los sistemas CRM tal y como los concebimos hoy día. El presente proyecto fin de carrera da una explicación de dichos sistemas indicando cuáles son sus objetos fundamentales y cómo implementan la estrategia CRM y profundiza en uno de los sistemas CRM más utilizados: PeopleSoft CRM, dando una explicación detallada de dicho sistemas así como de los conceptos y lenguaje de programación de dicho sistema CRM. 1.2 SUMMARY (ENGLISH) The exchange and trade of goods as well and services goes back to ancient times in the history of mankind. Since its early beginning with the bartering of products in the Neolithic to our globalized hyper era, in which there are potential customers on the other side of the world, we can say that it has come a long way. After a certain length of time, the society and technology evolution, and also the enterprise development, has been necessary to implement strategies to achieve customer loyalty and satisfaction. We understood in this way that it no longer simply worth to sell a product to a customer, otherwise if we wanted to establish a relationship continues with the same, we should ensure their satisfaction and thus their loyalty. As a way to extend the relationship beyond a simple sale, modern enterprises began to implement several strategies. Therefore appeared the first customer service centers, the first applications tailored to support customers and finally the CRM systems as we know it today. This final project gives an explanation of such systems by indicating what the core objects are and how to implement the CRM strategy, deeping into one of the most widely used CRM systems: PeopleSoft CRM, and also giving a detailed explanation of this system and its programming language.

Analysis of the Optimal Sharing of Construction Risk in Public Procurement Contracts

This paper discusses a model based on the agency theory to analyze the optimal transfer of construction risk in public works contracts. The base assumption is that of a contract between a principal (public authority) and an agent (firm), where the payment mechanism is linear and contains an incentive mechanism to enhance the effort of the agent to reduce construction costs. A theoretical model is proposed starting from a cost function with a random component and assuming that both the public authority and the firm are risk averse. The main outcome of the paper is that the optimal transfer of construction risk will be lower when the variance of errors in cost forecast, the risk aversion of the firm and the marginal cost of public funds are larger, while the optimal transfer of construction risk will grow when the variance of errors in cost monitoring and the risk aversion of the public authority are larger

Herramienta EN 301 549: cliente web

En el año 2014 se publicó, bajo mandato de la Comisión Europea, la Norma Europea EN 301 549, titulada “Requisitos de accesibilidad de productos y servicios TIC aplicables a la contratación pública en Europa”. El objetivo de dicha norma es que los productos o servicios TIC (Tecnologías de la Información y la Comunicación) adquiridos por cualquier administración pública europea puedan ser utilizados por personas con diversas características y capacidades, incluyendo a personas con discapacidad. La norma EN 301 549 es compleja, ya que contiene más de 200 requisitos y recomendaciones, que se aplican o no a un producto o servicio TIC en función de las características de dicho producto o servicio. Por ello se ha planteado, desde el Grupo de Investigación en Tecnología Informática y de las Comunicaciones (CETTICO), el desarrollo de una herramienta de soporte a la evaluación del cumplimiento de la norma. La herramienta permitirá a grupos de trabajo anotar los resultados de la evaluación de accesibilidad de un producto o servicio TIC siguiendo los requisitos de la norma Europea EN 301 549. Este trabajo de Fin de Grado se centra en el diseño y codificación del cliente web de la herramienta. Se parte de los resultados de un TFG y un practicum anteriores. En el TFG realizado por Laura Elorrieta [Elorrieta, 2014], se diseñó la interacción del sistema y se evaluó su grado de usabilidad. En el practicum [Montero, 2015], posterior al TFG de Laura Elorrieta, se eligieron las tecnologías web que se iban a utilizar y se realizó el diseño y la implementación mediante prototipos iterativos de la gestión de proyectos de evaluación. El trabajo que se ha realizado en el TFG ha consistido en el diseño de la interfaz de usuario analizando los cambios a realizar en el diseño, debido a los errores de usabilidad conocidos, y la implementación del prototipo funcional de la herramienta. Junto con la parte servidor del TFG de mi compañero Rubén Ortiz Burgos y la interfaz de usuario de este TFG se ha obtenido una aplicación web para realizar evaluaciones de accesibilidad de productos o servicios TIC siguiendo los requisitos de la norma EN 301 549. El prototipo funcional contiene diez páginas web que recogen las diferentes acciones y tareas que pueden realizar los usuarios en función del rol que desempeñen. EL diseño y la implementación se han llevado a cabo empleando las tecnologías web HTML5, CSS3, JavaScript, jQuery y las librerías de Foundation frontend framework.---ABSTRACT---In 2014, under the European Commission mandate, the European standard EN 301 549 has been published under the title “Accessibility requirements applicable to ICT products and procurement services in Europe”. The goal of this standard is that the products or services ICT (Information Communication Technology) acquires by every European public administration can be used by every person with different characteristics and capacities, including those with disability. The rule EN 301549 is very complex, since it has more than 200 requirements and recommendations that can be or not applied to an ICT product or service based on its characteristics of the given product or service. That’s why a development of a support tool has been proposed to the rating of the compliance of the rule, by the Research Group of Informatics Technology and Communication. This tool will allow working groups to record the results of the compliance of accessibility of a product or service following the requirements of the European Standard EN 301549. This Final Degree Work focuses in the design and the coding of the web customer of this tool. The results of a TFG and previous practicums have been used for this. The TFG performed by Laura Elorrieta [Elorrieta, 2014], the interaction of the system was designed and degree of usability was evaluated. In the practicum [Montero, 2015], after the TFG Laura Elorrieta, web technologies used were chosen and the design and implementation were performed using iterative prototyping project management evaluation. The work done on the TFG was to design the users interface to perform analyzing changes in design due to errors known usability and working prototype implementation of the tool. Together with the server part of the TFG my partner Rubén Ortiz Burgos and the user interface done of this TFG it has obtained a web application for the conduct of evaluations accessibility of products or services ICT following the requirements of the EN 301 549. The functional prototype contains ten web sites that collect the various activities and tasks that users can perform based on the role they perform. The design and implementation have been carried out using the technologies web HTML5, CSS3, Java Script, jQuery and the libraries of Foundation fronted framework.

Sistema de e-procurement entre un almacén y sus tiendas asociadas con mensajería SOAP

El propósito de este proyecto es el desarrollo de un sistema de aprovisionamiento electrónico para gestionar los pedidos de las tiendas al almacén mediante mensajería SOAP. El sistema consiste en dos aplicaciones Web, la primera instalada en el almacén y otra instalada en las tiendas asociadas a dicho almacén. Ambas aplicaciones se desarrollarán en Java y JSP utilizando el Framework Spring e Hibernate para la persistencia en base de datos. La mensajería entre las aplicaciones se realizará con mensajes SOAP enviados a servicios Web publicados en ambas aplicaciones. En la primera parte del trabajo se realizará una explicación del Framework de Spring e Hibernate focalizando sobre todo en los módulos utilizados en el trabajo. También se realizará una explicación acerca de la mensajería SOAP y los servicios Web. En la segunda parte se realizarán las dos aplicaciones del sistema. La aplicación de gestión de la tienda permitirá a los usuarios realizar pedidos al almacén, recibir las mercancías y consultar el histórico de pedidos realizados. Además tendrá publicados dos servicios web para recibir las expediciones de los pedidos y los productos nuevos o modificados en el almacén. La aplicación de gestión del almacén permitirá a los usuarios crear / modificar productos, expedir los pedidos recibidos de las tiendas y consultar el histórico de pedidos recibidos. Además tendrá publicados dos servicios web para recibir los pedidos y las recepciones de mercancías desde las tiendas. En esta aplicación también se implementará una tarea programada que se ejecutará cada tres minutos y que sincronizará con las tiendas los productos nuevos o modificados en el almacén mediante mensajes SOAP. SUMMARY The aim of this project is the development of an e-procurement system to manage orders from shops to the storehouse using SOAP messaging. The system consists of two Web applications, the first one is installed in the storehouse and the other is installed in the shops associated to that storehouse. Both applications will be developed in Java and JSP using the Spring Framework and Hibernate for database persistence. The messaging between applications is performed with SOAP messages sent to Web services published in both applications. In the first part of the project an explanation of the Spring Framework and Hibernate will be performed, especially focusing on modules used in the project. An explanation about SOAP messaging and Web services will be carried out too. In the second part of the project the two system applications will be performed. The store management application will allow the users to make purchase orders to the storehouse, receive items and consult the order history carried out. In addition it will have two Web Services published in order to receive the shipping orders and the new or modified products in the storehouse. The management application of the storehouse will allow the users to create and modify products, send the orders received from stores and consult the orders history received. Besides, it will have two Web Services published to receive the orders and receipts from stores. A scheduled task run every three minutes will also be performed in this application. It will synchronize the new or modified products with stores using SOAP messaging.

Optimization of water procurement decisions in an irrigation district: the role of option contracts

Water supply instability is one of the main risks faced by irrigation districts and farmers. Water procurement decision optimisation is essential in order to increase supply reliability and reduce costs. Water markets, such as spot purchases or water supply option contracts, can make this decision process more flexible. We analyse the potential interest in an option contract for an irrigation district that has access to several water sources. We apply a stochastic recursive mathematical programming model to simulate the water procurement decisions of an irrigation district?s board operating in a context of water supply uncertainty in south-eastern Spain. We analyse what role different option contracts could play in securing its water supply. Results suggest that the irrigation district would be willing to accept the proposed option contract in most cases subject to realistic values of the option contract financial terms. Of nine different water sources, desalination and the option contract are the main substitutes, where the use of either depends on the contract parameters. The contract premium and optioned volume are the variables that have a greater impact on the irrigation district?s decisions. Key words: Segura Basin, stochastic recursive programming, water markets, water supply option contract, water supply risk.

Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): an instrument for measuring customer service*†

Objectives: In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries.

Customer response to media in marketing promotion: print versus online

Il lavoro di tesi, che si compone di tre articoli di ricerca, analizza, nel contesto della marketing promotion, la risposta del consumatore ai media in termini di ricordo, intenzione di acquisto, comportamento di acquisto e preferenza per il medium. Il lavoro, in particolare, mette a confronto due tipologie di media, carta e online, nell’ambito della price e loyalty promotion, utilizzando due disegni di ricerca sperimentali ed uno correlazionale. I risultati del lavoro mostrano che la risposta del consumatore alla comunicazione promozionale e ai media è eterogenea: segmenti di clienti diversi rispondono in maniera differente sia alla comunicazione promozionale che a carta e digitale. Online e carta hanno in media la stessa efficacia sui comportamenti di acquisto dei clienti, ma differiscono rispetto all’effetto su ricordo e atteggiamento e rispetto alla preferenza per il medium espressa dalla clientela. Lo spostamento delle risorse di marketing dalla carta al digitale permetterebbe quindi di ridurre i costi mantenendo lo stesso livello di efficacia. Inoltre, il presente lavoro mostra come sia possibile aumentare la risposta dei consumatori ai media attraverso un approccio di segmentazione della clientela.

How Does the Denver Public Library System Respond to its Customer's Requests for Global Information?

The interaction between globally available information and public library users is a changing one. Global information is readily available yet provider and user struggle to find efficiencies of time and resources. As a primary resource of global information the Denver Public Library (DPL) is approaching this challenge by providing changing technology to a changing user and by providing a customized approach to immigrant populations. DPL provides global information to library users through collections, programs and Internet. Internet and collections global information usage cannot be directly measured due to privacy restrictions. Only 12.5% of general user programs focus on global information. Four percent of budget serves the immigrant users. This is greater than national averages.

Competition for procurement shares

We propose a new procurement procedure that allocates shares of the total amount to be procured depending on the bids of suppliers. Among the properties of the mechanism are the following: (i) Bidders have an incentive to participate in the procurement procedure, as equilibrium payoffs are strictly positive. (ii) The mechanism allows variations in the extent to which affirmative action objectives, like promoting local industries, are pursued. (iii) Surprisingly, even while accomplishing affirmative action goals, procurement expenditures might be lower than under a standard auction format.