Modelling and evaluating customer loyalty using neural networks: Evidence from startup insurance companies0 تومان
The purpose of this study is to investigate the customer–service provider relationship in the insurance industry using artificial neural networks and linear regression. Using a sample of 389 customers from 10 different startup insurance companies, it was found that artificial neural networks are an efficient way to evaluate the factors affecting customer loyalty. The results indicated that customer satisfaction and perceived value are significant predictors of customer loyalty. Additionally, it was found that trust, perceived quality, and empathy have a significant impact on both customer satisfaction and perceived value. The results also showed that customer commitment to service provider is positively associated with customer satisfaction and loyalty. After comparing the performance of linear regression models with artificial neural networks, it was found that the use of neural networks is a better approach for analyzing the customer loyalty, satisfaction, and perceived value. The use of new techniques such as artificial neural networks for analyzing the customer behavior can be particularly beneficial for startup companies who aspire to gain competitive advantage over their strong and well-established rivals.
Multiobjective Mean-Risk Models for Optimization in Finance and Insurance0 تومان
In this paper we propose some models for solving optimization problems which arise in finance and insurance. First the general framework for Mean-Risk models is introduced. Then several approaches for multiobjective programming, such as Mean-Value-at-Risk and Mean-Conditional Value-at-Risk are used for building the model Mean-Value-at-Risk-Conditional Value-at-Risk using both Value-at-Risk and Conditional Value-at-Risk simultaneously for risk assessment. A two stage portfolio optimization model is developed, using Value-at-Risk and also Conditional Value-at-Risk measures in two stages separately.
ONLINE RECEPTION ANALYSIS: BIG DATA IN QUALITATIVE MARKETING RESEARCH0 تومان
Purpose The purpose of this paper is to forward an extension of reception analysis as a way to incorporate and give insight to social media mediations and big data in a qualitative marketing perspective .We propose a research method that focuses on discursive developments in consumer debates for example on YouTube a large-scale openaccess social media platform as opposed to the closed and tightknit communities investigated by netnography. Methodology/approach Online reception analysis Findings Using a combination of qualitative and quantitative methods, we find that big data can enrich online reception analyses by showing new aspects of weak tie online networks and consumers meaning making. Research limitations/implications The potential of online reception analysis is to encompass a discursive perspective on consumer interactions on large-scale open-access social media and to be able to analyze socialities that do not represent shared cultures but are more representative of transitory everyday interactions. Originality/value of paper Our method contributes to the current focus to define levels of analysis beyond research centered on individuals and individual interactions within groups to investigate other larger socialities. Further, our method also contributes by incorporating and investigating the mediatization of interaction that social media contributes with and therefore our methods actively work with the possibilities of social media. Hence, by extending the advances made by netnography into online spaces, online reception analysis can potentially inform the current status of big data research with a sociocultural methodological perspective .
Organizational Learning in a College of Nursing: A Learning History0 تومان
College of nursing leaders can foster organizational learning as a means of achieving their desired organizational outcomes. Organizational learning has not previously been studied in colleges of nursing, leaving college administrators and faculty little guidance as they strive to improve outcomes in their own colleges. Objectives: The purpose of this study was to discover new insights related to organizational learning in a college of nursing. Design: The learning history method was used to document and describe organizational learning in a college of nursing. Setting: This study was conducted with a college of nursing situated in a private, religious-based university in the western United States. Participants: Six stakeholders and 16 individuals familiar with the college’s history were purposively recruited for this study. Participants included college administrators, faculty, students, alumni, and individuals with university-level responsibilities related to the college. Methods: Semi-structured interviews and college artifacts were used to gather data. Data was reviewed and themes identified through a process called “distillation.” Findings: The college’s vision, “Learning the Healer’s Art” provides purpose and motivation within the college. Four themes provide additional insight into how the college established a learning culture and fosters behavior conducive to organizational learning: (1) Character and Quality, (2) Long-Term Perspective, (3) Collaborative Leadership and Adaptation, and (4) Mentoring. Conclusion: College of nursing leaders can foster organizational learning and pursue improvement within their colleges. Recommended actions include developing a shared vision for the college, building a cadre of qualified faculty and students who have strong personal character, maintaining a long-term perspective, using a collaborative approach to leadership and adaptation, and facilitating mentoring.
Performance measures and metrics in logistics and supply chain management: a review of recent literature (1995–۲۰۰۴) for research and applications0 تومان
Performance measures and metrics are essential for effectively managing logistics operations, particularly in a competitive global economy. The global economy is featured with global operations, outsourcing and supply chain and e-commerce .The real challenge for managers of this new enterprise environment is to develop suitable performance measures and metrics to make right decisions that would contribute to an improved organizational competitiveness. Now the question is whether traditional performance measures can be used and out of them which ones should be given priority for measuring the performance in a new enterprise environment. Some of the traditional measures and metrics may not be suitable for the new environment wherein many activities are not easily identifiable .Measuring intangibles and nonfinancial performance measures pose the greater challenge in the so-called knowledge economy. Nevertheless, measuring them is so critical for the successful operations of companies in this environment. Considering the importance of nonfinancial measures and intangibles, an attempt has been made in this paper to determine the key performance measures and metrics in supply chain and logistics operations. This is based on a literature survey and some of the reported case experiences. Suggestions for future research directions are also indicated.
Programme management for public budgeting and fiscal policy0 تومان
The implementation of programme-targeted method in the budget process in Ukraine demonstrates the difference between public administration using programs (budget programs) and based on programme management. The budget program has the structure of a programme document, but the content corresponds to the reformatting line-item budget. There are two main problems of application of the programme management methodology in fiscal policy: a sequence of programme objectives and heterogeneity of time. For fiscal policy the selection and distribution of programme objectives (results, effects) in space and time is a key component of management. Despite the complexity and uncertainty of any calculation of the programme product cost should take into account that the sequence of the outcomes affects the total programme result. In this context, the choice of performance, productivity and efficiency indicators based on different time of occurrence and characteristics of the result, product and effect of the financial instruments use to govern financial mechanism as part of the programme management .Results should be evaluated on the ability to become a product that takes effect. The effect of the financial tools application is spaced in time from the result. Efficiency should not be understood as a ratio, but as the correlation with the anticipated cost (value) remote effect, which does not coincide with the result of the programme delivered on time.
Public Value Governance: Moving beyond Traditional Public Administration and the New Public Management0 تومان
A new public administration movement is emerging to move beyond traditional public administration and New Public Management .Te new movement is a response to the challenges of a networked, multi-sector, no-one-wholly-in-charge world and to the shortcomings of previous public administration approaches. In the new approach values beyond efficiency and effectiveness—and especially democratic values—are prominent . Government has a special role to play as a guarantor of public values, but citizens as well as businesses and nonprofit organizations also are important as active public problem solvers. Te article highlights value-related issues in the new approach and presents an agenda for research and action to be pursued if the new approach is to fulfill its promise.
Quality management benefits through the “soft” and “hard” aspect of TQM in food companies0 تومان
Purpose – The purpose of the paper is to examine the binary character of total quality management (TQM) in food companies and to determine the impact of the two aspects of TQM – the “soft” and “hard” – on the quality management benefits. Design/methodology/approach – A research project was carried out in 90 Greek food companies, using the questionnaire method. Two measurement models have been formulated. The first model includes the TQM philosophical elements and quality tools/techniques, while the second model includes the quality management benefits. Exploratory factor analyses are applied to extract the latent factors. The factors that significantly influence the quality management benefits are determined through multiple linear regression analyses. Findings – The analysis of the models confirms the binary character of TQM (the “soft” and “hard” TQM elements) in food companies and the existence of internal and external quality management benefits. The “soft” TQM elements have a significant direct impact on quality improvement, employee benefits and customer satisfaction. However, the impact of the “hard” TQM elements on the above quality management benefits is not direct but indirect, through their significant correlation with the “soft” TQM elements. Finally, quality improvement is also a significant factor that directly influences employee benefits, customer satisfaction and business performance. Research limitations/implications – The small size of the sample of the responding food companies, the diversity of these companies and the subjective character of the data collected are limitations that suggest future research recommendations. Practical implications – Food companies should realize the leading role of the “soft” aspect of TQM and the supporting role of the “hard” aspect in maximizing the quality management benefits and as a consequence in withstanding the current economic downturn.
Reinvestigating the relationship between ownership structure and inventory management: A corporate governance perspective0 تومان
It is hypothesized in this study that the relationship between institutional ownership and inventory management is more likely to be moderated by other internal corporate governance mechanisms (i.e., managerial ownership, board leadership structure and board size). This is more likely to happen as one weak governance mechanism in one area will be offset by a strong one in another area. Furthermore, the effectiveness of one corporate governance mechanism (i.e., institutional ownership) is more likely to be contingent on some contextual variables. Econometric analysis, using a sample of Egyptian listed firms, provides strong evidence for the applicability of this theme and demonstrates that institutional ownership affects inventory management positively (negatively) when managerial ownership is high (low), CEO duality (non-duality) is in place, or board size is large (small). This conclusion is robust to the use of different control variables and econometric models.
Relationship marketing and customer loyalty0 تومان
Purpose – To examine the impact of relationship marketing strategy on customer loyalty. Design/methodology/approach – A questionnaire derived from previous studies and the relevant literature was completed by 220 bank customers in Malaysia. Multiple regression analysis assessed the impact on customer loyalty of four key constructs of relationship marketing (trust, commitment, communication and conflict handling). Findings – The four variables have a significant effect and predict a good proportion of the variance in customer loyalty. Moreover, they are significantly related to one another. Research limitations/implications – The relationships investigated in this study deserve further research. Because the data analysed were collected from one sector of the service industry in one country, more studies are required before general conclusions can be drawn. Practical implications – It is reasonable to conclude, on this evidence, that customer loyalty can be created, reinforced and retained by marketing plans aimed at building trust, demonstrating commitment to service, communicating with customers in a timely, reliable and proactive fashion, and handling conflict efficiently. Originality/value – Reinforces and refines the body of knowledge relating to customer loyalty in service industries.
Relationships Between Soft TQM, Hard TQM, and Organisational Performance0 تومان
Many empirical studies have demonstrated that only a handful of soft total quality management (TQM) elements contribute to organisational performance while elements of hard TQM have no relationship with performance. Despite these findings, a review of literature suggests that the elements of hard TQM in fact have a profound impact on organisational performance. The empirical studies which have investigated the relationship between hard TQM and performance have investigated the impact of each dimension of TQM on performance separately. We argue that it is more appropriate to investigate the direct impact of soft TQM on the diffusion of hard TQM in organisations and then assess the direct impact of hard TQM on performance. Besides direct effects, it is also important to investigate the indirect effect of soft TQM on performance through its effect on hard TQM elements. Analysis of 260 Australian manufacturing companies revealed that both soft TQM and hard TQM contribute directly to organisational performance. The results also indicate that there are significant positive relationships between the elements of soft TQM and those of hard TQM. Moreover, in addition to its direct affect, the elements of soft TQM also indirectly affects an organisation’s performance through its effect on hard TQM elements.
Research on the Application of Geographic Information System in Tourism Management0 تومان
The 21st century is the era of information economy. With economic development and social progress, people’s material and cultural standard of living continues to improve and leisure time continues to increase, tourism has become increasingly popular as a kind of leisure way. The geographic information system applied to tourism management is the preferred platform of tourism information. On the basis of introducing the concepts of Geographic Information System (GIS) and Travel Geographic Information System (TGIS), this paper illustrates the role that the geographic information system plays in tourism management. Tourism has a strong geographical attributes. And GIS itself is information system offering services to geographic research and decision-making, which can play a role in tourism management. In particular, possessing the functions, such as data collection, storage, processing, spatial analysis and so on, GIS directly provides services for tourism management. The roles of GIS in tourism management are mainly in the following areas: conducting tourism information management; being able to produce a comprehensive thematic map. The paper analyzes the existing problems of GIS applications in tourism management. Take a panoramic view of the current technology and management system, the key technology and problems to establish TGIS are: the construction of tourism geographic information database; the establishment of data structure and the data model; the design of Tourism Geographic Information Database System. The essay also proposes the development prospects of the combination of GIS with new information technologies. GIS applied in Tourism Management has played a significant role. At the same time, it should be noted that information technology continuously changes, GIS applied in tourism management also need to improve according to the evelopment of information technology to adapt to the information technology development.
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