Achieving customer satisfaction through integrated products and services: an exploratory study

Complex products such as manufacturing equipment have always needed maintenance and repair services. Increasingly, leading manufacturers are integrating products and services to generate increased revenues and achieve customer satisfaction. Designing integrated products and services requires a different approach to new product development and a clear understanding of how customers perceive the value they obtain from actual usage of products and services—so-called value-in-use. However, there is a lack of research on integrated products and services and how they impact customer satisfaction. An exploratory study was undertaken to understand customers’ views on integrated products and services and the value-in-use derived from such offerings. As value-in-use and its impacts are complicated concepts, a technique from psychology—Repertory Grid Technique—was used to gather data in 33 interviews. The interviews allowed a deep understanding of customer views on integrated products and services to be obtained, and a systematic analysis identified the key attributes of value-in-use. In order to probe further, the data were then analyzed using Honey’s procedure, which identified the impact of the attributes of value-in-use on customer satisfaction. Two key attributes—relational dynamic and access—were found to have the most influence on customer satisfaction. This paper contributes to the innovation field by identifying customer needs for integrated products and services and how these impact customer satisfaction. These are key points and need to be fully considered by managers during new product and service development. Similarly, the paper identifies a number of important areas for further research.

A new regime of carbon counting: the practices and politics of accounting for everyday carbon through C02e

Inspired by the commercial desires of global brands and retailers to access the lucrative green consumer market, carbon is increasingly being counted and made knowable at the mundane sites of everyday production and consumption, from the carbon footprint of a plastic kitchen fork to that of an online bank account. Despite the challenges of counting and making commensurable the global warming impact of a myriad of biophysical and societal activities, this desire to communicate a product or service's carbon footprint has sparked complicated carbon calculative practices and enrolled actors at literally every node of multi-scaled and vastly complex global supply chains. Against this landscape, this paper critically analyzes the counting practices that create the ‘e’ in ‘CO2e’. It is shown that, central to these practices are a series of tools, models and databases which, in building upon previous work (Eden, 2012 and Star and Griesemer, 1989) we conceptualize here as ‘boundary objects’. By enrolling everyday actors from farmers to consumers, these objects abstract and stabilize greenhouse gas emissions from their messy material and social contexts into units of CO2e which can then be translated along a product's supply chain, thereby establishing a new currency of ‘everyday supply chain carbon’. However, in making all greenhouse gas-related practices commensurable and in enrolling and stabilizing the transfer of information between multiple actors these objects oversee a process of simplification reliant upon, and subject to, a multiplicity of approximations, assumptions, errors, discrepancies and/or omissions. Further the outcomes of these tools are subject to the politicized and commercial agendas of the worlds they attempt to link, with each boundary actor inscribing different meanings to a product's carbon footprint in accordance with their specific subjectivities, commercial desires and epistemic framings. It is therefore shown that how a boundary object transforms greenhouse gas emissions into units of CO2e, is the outcome of distinct ideologies regarding ‘what’ a product's carbon footprint is and how it should be made legible. These politicized decisions, in turn, inform specific reduction activities and ultimately advance distinct, specific and increasingly durable transition pathways to a low carbon society.

Accounting quality, information risk and implied volatility around earnings announcements

We examine the impact of accounting quality, used as a proxy for information risk, on the behavior of equity implied volatility around quarterly earnings announcements. Using US data during 1996–2010, we observe that lower (higher) accounting quality significantly relates to higher (lower) levels of implied volatility (IV) around announcements. Worse accounting quality is further associated with a significant increase in IV before announcements, and is found to relate to a larger resolution in IV after the announcement has taken place. We interpret our findings as indicative of information risk having a significant impact on implied volatility behavior around earnings announcements.

Felice Gigante, Data Processing Customer Engineer

Felice Gigante a graduate from the New York Trade School Electronics program works on a machine in his job as Data Processing Customer Engineer for the International Business Machines Corp. Original caption reads, "Felice Gigante - Electronices, International Business Machines Corp." Black and white photograph with caption glued to reverse.

Att tillämpa återkommande mätning av kundnöjdhet i IT-projekt : En vidareutvecklad modell baserad på modellerna American Customer Satisfaction Index (ACSI) och SERVQUAL

I dagens samhälle är det allt viktigare för företag att behålla sina existerande kunder då konkurrensen blir allt hårdare. Detta medför att företag försöker vidta åtgärder för att vårda relationer med sina kunder. Detta problem är även högst relevant inom IT-branschen. Inom IT-branschen är det vanligt att arbeta agilt i IT-projekt. Vår samarbetspartner har sett ett ökat behov av att mäta servicekvalitet på ett återkommande sätt inom IT-projekt, detta för att mäta relevanta variabler som sträcker sig utanför kravspecifikationen. För att mäta framgång gällande detta arbetssätt vill man kunna mäta Nöjd Kund Index (NKI) för att kunna jämföra IT-projekt internt i företaget. Då tidigare forskning visat avsaknad av modeller innehållande både mätning av servicekvalitet samt NKI har lämplig litteratur studerats där det framkommit att modellen SERVQUAL är vedertagen för mätning av servicekvalitet och modellen American Customer Satisfaction Index (ACSI) är vedertagen för mätning av NKI. Detta har legat till grund för arbetets problemformulering och syfte. Syftet med arbetet är att skapa en vidareutvecklad modell för mätning av NKI för att jämföra IT-projekt internt samt återkommande mätning av servicekvalitet inom IT-projekt. Framtagande av denna modell har sedan skett genom forskningsstrategin Design and Creation. Intervjuer har genomförts för kravfångst till den vidareutvecklade modellen. Resultatet av denna forskningsstrategi blev sedan en vidareutvecklad modell baserad på ovan nämnda modeller med återkommande förhållningssätt för mätning av servicekvalitet inom IT-projekt och mätning av NKI för att jämföra IT-projekt internt i företaget. Den framtagna modellen har sedan verifierats genom ytterligare intervjuer med respondenter som innehar god erfarenhet från kundsidan av IT-projekt. Från dessa intervjuer kunde sedan slutsats dras att denna modell är att anse som applicerbar i empirin gällande IT-projekt.

Business To Business (B2B) Service Processes: An Approach To Customer Complaint Process Evaluation Towards Service Excellence

Trabalho de Dissertação que identifica as decisões estratégicas relacionadas com a estrutura de gestão de serviços, no contexto de tratamento de reclamações. Os temas de recuperação de serviços e gestão de reclamações são discutidos e são listadas as melhores práticas com o objetivo de prover qualidade de serviço excelente. Este trabalho apresenta uma revisão da literatura sobre gestão de serviços e sua estratégia, e sobre valor aos clientes e sua satisfação. Qualidade de Serviço, Recuperação de Serviço e Gestão de Reclamações são revistos, também para contextualizar o processo de tratamento de reclamações de uma empresa do ramo industrial em ambiente de negócios entre empresas (business to business), cujos dados foram utilizados para construção do modelo de simulação de um processo de tratamento de reclamações. Os resultados desta simulação, junto com o suporte de um questionário sobre tratamento de reclamações, proveram pontos de reflexão e recomendações sobre desenho da estrutura de serviços e de seu desempenho, voltados para a satisfação dos clientes.

An essay about the effect of vague accounting standards on the decision making process of auditors

Vague words and expressions are present throughout the standards that comprise the accounting and auditing professions. Vagueness is considered to be a significant source of inexactness in many accounting decision problems and many authors have argued that the neglect of this issue may cause accounting information to be less useful. On the other hand, we can assume that the use of vague terms in accounting standards is inherent to principle based standards (different from rule based standards) and that to avoid vague terms, standard setters would have to incur excessive transaction costs. Auditors are required to exercise their own professional judgment throughout the audit process and it has been argued that the inherent vagueness in accounting standards may influence their decision making processes. The main objective of this paper is to analyze the decision making process of auditors and to investigate whether vague accounting standards create a problem for the decision making process of auditors, or lead to a better outcome. This paper makes the argument that vague standards prompt the use of System 2 type processing by auditors, allowing more comprehensive analytical thinking; therefore, reducing the biases associated with System 1 heuristic processing. If our argument is valid, the repercussions of vague accounting standards are not as negative as presented in previous literature, instead they are positive.

Evidenciação dos instrumentos financeiros derivativos: uma análise crítica sobre hedge accounting

Esse estudo de natureza qualitativa, busca por meio de uma pesquisa exploratória e descritiva analisar se as divulgações nas notas explicativas dos instrumentos financeiros derivativos contabilizados pela metodologia do hedge accounting, efetuados em 2009 pelas empresas brasileiras não financeiras listadas na BM&FBOVESPA atendem a lista de exigências de divulgação do IFRS 7. A relevância desse estudo se deve a dois fatores. O primeiro fator é que a utilização de instrumentos financeiros derivativos tem se tornado cada vez mais comum no mercado mundial e brasileiro, devido a seu grande desenvolvimento e evolução. Apesar de que esses instrumentos, quando utilizados de forma adequada, possam ser excelentes ferramentas para minimizar risco, seu uso descuidado pode levar ao prejuízo e até mesmo à falência de organizações, como foi visto na crise do subprime e outras anteriores. Portanto, a mensuração, evidenciação e controle desses instrumentos tornam-se cada vez mais importantes para que realmente possamos entender o impacto desses instrumentos nos negócios das companhias no curto e no longo prazo. O segundo fator é que com o advento da lei 11.638/07, alterada pela lei 11.941/08, determinou-se que deveremos estar com nossas normas contábeis convergidas para o International Financial Report Standards (IFRS) até o final de 2010. Significa que devemos a partir desse momento seguir os seus pronunciamentos no que se refere a apresentação (IAS 32), reconhecimento e mensuração (IAS 39) e divulgações (IFRS 7) dos instrumentos financeiros. Portanto esse estudo nos permite verificar o quanto as empresas já atendem ou não o IFRS 7.

Hedge accounting com derivativos exóticos e tributação

Esta pesquisa analisou a aplicação da metodologia de hedge accounting na contabilização de derivativos financeiros em conjunto com a operação objeto de proteção. Foi demonstrado o cálculo do valor justo por marcação a mercado, o teste de efetividade do hedge, a documentação e classificação contábil nos modelos de hedge de valor justo e hedge de fluxo de caixa. Foi verificado ainda o impacto da tributação na efetividade da operação de hedge.

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.