Motivation and Benefits of Implementation and Certification according ISO 9001 – the Portuguese Experience

The aim of the research is to analyze the different aspects associated with the motivation and benefits of certified ISO 9001 companies in Portugal. A total of 426 certified Portuguese companies were surveyed. The response rate was equal to 61.03 percent. Our results suggest that the main motivation for certification were “improvement of quality”, “improvement of company image”, “marketing advantage”, “give empowerment to workers / capturing workers knowledge” and “cost reduction”. The main benefits that Portuguese companies have gained from the referred certification have been, among others, the improvement of “procedures”, beneficial effect on the “company’s image”, the improvement of quality products/services, increase of the “customer satisfaction”, improvement of “on-time delivery”; improvement the “morale” of workers’ increase in productivity and decrease of “production costs”, among others. The surveyed firms belong only to the Minho region of the north of Portugal. This paper aims to provide a contribution to the research related to the motivation and benefits associated to the quality management systems. The selection of the motives and benefits were validated through statistical analysis and the relationship between expected and perceived benefits was discussed.

Profiling consumer behaviour in cross-border tourism destinations

Tourism is a phenomenon that moves millions of people around the world, taking as a major driver of the global economy. Such relevance is reflected in the proliferation of studies in the overall area known as tourism, under various perspectives and backgrounds. In the light of such multitude of insights our study aims at gaining a deeper understanding of customer profiling and behavior in cross-border tourism destinations. Previous studies conducted in such contexts suggest that cross-border regions (CBRs) are an attractive and desirable idea, yet requiring further theoretical and empirical research. The new configuration of many CBRs calls for a debate on issues concerning its development, raising up important dimensions, such as, organization and planning of common tourism destinations. There is still a gap in the understanding of destination management in CBRs and the customer profile and motivations. Overall this research aims at attaining a deeper understanding of the profile and behavior of consumers in tourism settings, addressing the predisposition for the destination. The study addresses the following research question: “What factors influence customer behavior and attitudes in a CBRs tourism destination?” To address our question we will take an interdisciplinary perspective bringing together inputs from marketing, tourism and local economics. When addressing consumer behavior in tourism previous studies considered the following constructs: involvement, place attachment, satisfaction and destination loyalty. In order to establish the causal relationships in our theoretical model, we intend to develop a predominant quantitative design, yet we plan to conduct exploratory interviews. In the analysis and discussion of results, we intend to use Structural Equation Modeling. It will further allow understanding how the constructs in the research model relate to each other in the specified context. Results are also expected to have managerial implications. Consequently our results may assist decision makers in developing their local policies.

Destinos turísticos transfronteiriços: uma abordagem ao consumidor

Tourism activities are among the most relevant drivers for economical growth and development in various economies. Every year, competition increases tourist destinations (Farhangmehr & Simões, 1999), making it an increasingly complex and geographically diverse range of activities (Pearce, 1991).Such relevance is reflected in the proliferation of studies in the overall area known as tourism, under various perspectives and backgrounds. Previous studies conducted in such contexts suggest that cross-border regions are an attractive and desirable idea, yet requiring further theoretical and empirical research (Studzieniecki & Mazurek, 2007). The new configuration of many cross-border regions calls for a debate on issues concerning its development, raising up important dimensions, such as, organization and planning of common tourism destinations. In particular, there is still a gap in the understanding of destination management in cross-border regions and the customer profile and motivations. Overall this research aims at attaining a deeper understanding of the profile and behavior of consumers in tourism settings, addressing the predisposition for the destination. To address our question we will take an interdisciplinary perspective bringing together inputs from areas, such as, marketing, tourism and local/regional economics. We developed a theoretical model entailing the following constructs: involvement, place attachment, destination satisfaction and loyalty. We then establish potential the relationships among these variables. We suggest that involvement has a positive and direct effect in the two dimensions of place attachment, as well as indirectly, through the construct of satisfaction. Additionally, satisfaction has a direct effect on destination loyalty. Implications for future research are presented.

Consumer behavior and profile in cross border tourism destinations

Tourism is a phenomenon that moves millions of people around the world, taking as a major driver of the global economy. Such relevance is reflected in the proliferation of studies in the overall area known as tourism, under various perspectives and backgrounds. In the light of such multitude of insights our study aims at gaining a deeper understanding of customer profiling and behavior in cross-border tourism destinations. Previous studies conducted in such contexts suggest that cross-border regions (CBRs) are an attractive and desirable idea, yet requiring further theoretical and empirical research. The new configuration of many CBRs calls for a debate on issues concerning its development, raising up important dimensions, such as, organization and planning of common tourism destinations. There is still a gap in the understanding of destination management in CBRs and the customer profile and motivations. Overall this research aims at attaining a deeper understanding of the profile and behavior of consumers in tourism settings, addressing the predisposition for the destination. The study addresses the following research question: “What factors influence customer behavior and attitudes in a CBRs tourism destination?” To address our question we will take an interdisciplinary perspective bringing together inputs from marketing, tourism and local economics. When addressing consumer behavior in tourism previous studies considered the following constructs: involvement, place attachment, satisfaction and destination loyalty. In order to establish the causal relationships in our theoretical model, we intend to develop a predominant quantitative design, yet we plan to conduct exploratory interviews. In the analysis and discussion of results, we intend to use Structural Equation Modeling. It will further allow understanding how the constructs in the research model relate to each other in the specified context. Results are also expected to have managerial implications. Consequently our results may assist decision makers in developing their local policies.

An approach on place attachment, involvement and behavioural intentions in cross-border tourist regions

This study aims at gaining a deeper understanding of customer profiling and behaviour in cross-border tourism destinations. The study is developed under a niche marketing perspective. It is our view that niche marketing is not confined to the limits of national markets. Previous studies suggest that cross-border regions are an attractive notion, yet they require further theoretical and empirical research. There is still a gap in the understanding of destination management in cross-border regions and the customer profile and motivations. Overall this research attempts to produce a deeper understanding of the profile and behaviour of consumers in tourism settings, addressing the predisposition for the destination in specific contexts (cross-border tourism regions).

Application of Gage R&R methodology for improving the training and evaluation of automatic optical inspection machine operators

The current level of demand by customers in the electronics industry requires the production of parts with an extremely high level of reliability and quality to ensure complete confidence on the end customer. Automatic Optical Inspection (AOI) machines have an important role in the monitoring and detection of errors during the manufacturing process for printed circuit boards. These machines present images of products with probable assembly mistakes to an operator and him decide whether the product has a real defect or if in turn this was an automated false detection. Operator training is an important aspect for obtaining a lower rate of evaluation failure by the operator and consequently a lower rate of actual defects that slip through to the following processes. The Gage R&R methodology for attributes is part of a Six Sigma strategy to examine the repeatability and reproducibility of an evaluation system, thus giving important feedback on the suitability of each operator in classifying defects. This methodology was already applied in several industry sectors and services at different processes, with excellent results in the evaluation of subjective parameters. An application for training operators of AOI machines was developed, in order to be able to check their fitness and improve future evaluation performance. This application will provide a better understanding of the specific training needs for each operator, and also to accompany the evolution of the training program for new components which in turn present additional new difficulties for the operator evaluation. The use of this application will contribute to reduce the number of defects misclassified by the operators that are passed on to the following steps in the productive process. This defect reduction will also contribute to the continuous improvement of the operator evaluation performance, which is seen as a quality management goal.

O IMPACTO FINANCEIRO DAS AUDITORIAS DA QUALIDADE NAS EMPRESAS PORTUGUESAS

This paper discusses the main theme the financial implications that Portuguese companies with the implementation and subsequent certification of the Quality System and respective Quality Audits. The literature review shows that companies do not publish financial results on the subject in question, making it necessary to acquire information through a questionnaire. About 126 questionnaires were sent. Our sample is however 32 validados.Pode to complete questionnaires that the top 5 overall benefits or indirect financial benefits for Portuguese companies were, respectively: improving internal organization; improving the company's image; increasing customer satisfaction; continuous improvement in customer service; improving competitive position. In terms of direct financial benefits the 3 main benefits obtained by the companies were: turnover increase; Performance (cost reduction); Increased business productivity. So it is expected to contribute to the knowledge of the impact, notably financial of Quality Management Systems and respective audits in Portuguese companies.

Um modelo multicritério de apoio ao planeamento da localização de centros de tratamento de mercadorias

Com a globalização verificaram-se profundas mudanças ao nível político, social, económico, tecnológico, entre outras, originando uma evolução extraordinária da procura do sector dos transportes, com especial destaque para as mercadorias. O sector rodoviário tem sido o que mais tem crescido e consequentemente maiores problemas tem causado, nomeadamente o congestionamento, a sinistralidade, entre outros, com implicações económicas, sociais e ambientais. Uma das soluções passa por equilibrar o transporte de mercadorias entre os modos de transporte, com especial destaque para o crescimento do sector ferroviário, sendo que para tal é necessário investir em infra-estruturas de transporte e em nodos modais eficazes e eficientes, para promover a intermodalidade. A localização dos nodos modais é vital para o sucesso das operações logísticas, onde a economia do tempo e do custo de transporte são determinantes, assim como o enquadramento destas infra-estruturas no âmbito das políticas de ordenamento do território e de transportes e o respectivo impacte nos diversos domínios, a nível local e regional. A localização de centros de tratamento de mercadorias (CTM) é um exemplo de decisão de carácter estratégico, a concretizar num ambiente de crescente complexidade, onde se pretende estabelecer um equilíbrio entre múltiplos aspectos de avaliação. A complexidade inerente a este tipo de decisões advém das constantes evoluções das tecnologias, da estrutura dos mercados, das necessidades sociais e dos enquadramentos regulamentares, assim como da heterogeneidade de critérios de avaliação das acções potenciais que tem associados problemas de conflitualidade, de incomensurabilidade e de incerteza. Este é o retrato do caso de estudo, ao qual aplicamos uma metodologia sistémica de estruturação de situações problemáticas, denominada soft systems methodology, a partir da qual construímos um modelo multicritério de apoio ao planeamento da localização de CTMs. O modelo contempla a aplicação de uma metodologia de apoio multicritério à decisão, o ELECTRE TRI, numa problemática de afectação ordinal de potenciais alternativas de localização a categorias pré-definidas.

Modelo de satisfação ACSI modificado no setor de telefonia móvel

O propósito do artigo consiste na validação do modelo de satisfação American Customer Satisfaction Index - ACSI modificado - no âmbito do setor de telefonia móvel. O modelo original foi modificado com a inclusão do construto conveniência e da fase qualitativa na pesquisa. O método abrangeu duas fases: exploratória e descritiva. A primeira teve por finalidade a adaptação do modelo ao setor pesquisado, sendo utilizada a técnica dos grupos de foco. Na fase quantitativa foi consultada uma amostra de 606 usuários de celular: clientes das três operadoras atuantes no estado de Minas Gerais. A técnica de modelagem de equações estruturais foi utilizada para análise de plausibilidade do modelo proposto. Os resultados sugerem os seguintes relacionamentos do modelo: Qualidade → Valor Percebido, Qualidade → Satisfação, Valor Percebido → Satisfação, e Satisfação → Lealdade.

Multilevel and multidimensional scale for online trust

This paper examines the nature of the construct of consumers' trust toward the electronic channel of their financial institution. Through a study of a total of 372 individual users of Internet banking in Spain, we have managed to develop a third-order measuring instrument that integrates a total of seven dimensions. The exploratory and confirmatory factor analyses were used to test the validation and reliability of the proposed scale. Findings provide useful information to professionals who seek to identify how customer's trust is formed in the online channel and in the financial sector.

Brand equity in the Pakistani hotel industry

Brand equity is considered as the most important aspect of branding, which is a set of brands' assets and liabilities, its symbol or name that subtracts from or adds the value provided by a product or service to a firm and customers. The current research endeavor was to identify the interrelationship of customer-based brand equity dimensions (brand awareness, brand loyalty, brand image, and service quality) in Pakistani hotel industry. Data was collected from 821 consumers who experienced the services of Pakistani five star hotels from multiple locations. Mediating regression and stepwise regression analyses were applied for investigation of study hypotheses. Results pointed out positive and significant influences of service quality on all other dimensions of brand equity whereas partial mediations were endorsed among the variables. Researchers and practitioners implications are discussed.

BRAND EQUITY OF LAHORE FORT AS A TOURISM DESTINATION BRAND

ABSTRACTStudies that measure the brand equity of destination brands by using the Customer-Based Brand Equity (CBBE) model in a developing country context are scarce. The present study investigates the destination brand equity of the Lahore Fort by employing the CBBE model in a developing country context of Pakistan. Following the positivist tradition, we adopted a survey-based approach to collect data from 237 tourists visiting the Lahore Fort. Data were collected through a questionnaire developed to explain the relationship of brand awareness, brand image, brand association, and brand loyalty with Lahore Fort’s overall brand equity. We used various robust statistical techniques such as correlation, regression and confirmatory factor analysis (using PLS method) to reach meaningful conclusions and found that brand image and brand associations positively contribute to brand loyalty. Furthermore, brand loyalty significantly contributes towards overall brand equity. Pragmatically, this study measures the customer based brand equity of the Lahore Fort, a destination brand. The results are useful as they suggest a few strategies that can help policy makers to enhance Lahore Fort’s brand performance.

Peppers, Don e Rogers, Martha, One to One B2B, Currency books, Double Day, Radon House Inc, Copyright, 2001

Há muito que se fala do fim do Marketing tal como o conhecemos. A segmentação cada vez maior de mercados e clientes e a importância da customização, tornaram obsoletas a maior parte das abordagens do marketing de massas. A evolução da economia e das TI (tecnologias da informação) e as consequentes alterações que esse processo implicou na cadeia de valor das empresas, nomeadamente das organizações de grande dimensão, fez com que o B2C –Business to Customer – tenha deixado de fazer sentido para estas empresas. O advento da World Wide Web e o impacto que as tecnologias «interactivas» têm actualmente sobre a economia, provocou grandes alterações nas relações entre as organizações e os seus clientes. Ao Marketing de massas sucedeu-se a relação individualizada cliente a cliente, emergente no B2B – Business to Business –one to one, onde mais importante do que as vendas é o relacionamento com o cliente que assume particular importância, nomeada mente em ordem à sua transição para outras zonas de negócio, como a Internet.

O conceito de valor para o consumidor : uma análise sob a óptica da metodologia Laddering

RESUMO: O constructo de customer value é aquele que melhor explica o comportamento do consumidor, uma vez que o seu objectivo é o de entender como os consumidores traduzem os atributos e consequências do uso de um produto em valores pessoais relevantes. A metodologia laddering, que tem como base a teoria das cadeias meios-fim, é um elemento teórico que se considera consistente para estabelecer a relação entre os atributos e os valores do consumidor. Esta dissertação pretende demonstrar a exequibilidade da metodologia laddering em estudos sobre o valor para o consumidor, percebendo quais são as vantagens e limitações do seu uso. É conclusivo que este método, através da construção de cadeias A-C-V, proporciona elementos de estudo que permitem a visualização de hierarquia de valores produzida pelos consumidores, função dos critérios de escolha destes durante e após um processo de compra. A aplicabilidade desta metodologia na perspectiva do valor para o cliente, permite a utilização dos seus resultados num conjunto de áreas específicas do marketing, das quais destacamos a segmentação e análise de mercado, a avaliação do posicionamento de produtos e marcas, a avaliação da publicidade e o desenvolvimento de estratégias de comunicação. ABSTRACT: The customer value construct is the one that best explains the consumer behavior, since its purpose is to understand how consumers translate the attributes and consequences of the use of a product in relevant personal values. The laddering methodology, which is based on the theory of means-end chains, is a theoretical element that is considered consistent for establish the relationship between attributes and consumer values. This thesis attempts to demonstrate the feasibility of the laddering methodology in studies about the value for the consumer, knowing what are the advantages and limitations of its use. It is conclusive that this method, by building chains A-C-V, provides elements of study that allows the visualization of the values hierarchy produced by consumers, according to the criteria of their choice during and after a purchase process. The applicability of this methodology from the perspective of customer value, allows the use of their results in a number of specific areas of marketing, which we emphasize the segmentation and market analysis, evaluation of product and branding positioning, evaluation of advertising and development of communication strategies.

CRM na administração pública: desenvolvimento e validação de uma Escala de Relacionamento com o Cidadão (ERCi)

As empresas utilizam a gestão de relacionamento com o cliente ou Customer Relationship Management (CRM) para estabelecer relacionamentos de longo prazo, mantendo seus clientes satisfeitos e fiéis. Neste contexto, o Citizen Relationship Management (CiRM) surge no setor público como estratégia para aprimorar o atendimento ao cidadão e incentivar a cidadania. Considerando a lacuna da literatura sobre o tema, o objetivo deste estudo multimétodo foi validar um instrumento para avaliar a percepção dos cidadãos quanto às iniciativas de CiRM na administração pública. A principal contribuição deste trabalho consistiu na validação de um instrumento, em versões completa e reduzida, com índices psicométricos muito confiáveis, que pode ser utilizado como ferramenta diagnóstica pelos gestores públicos para promover uma gestão profícua do relacionamento com os cidadãos.