1,721,006 research outputs found
supplemental_material - The Perils of Service Contract Divestment: When and Why Customers Seek Revenge and How It Can Be Attenuated
No full textsupplemental_material for The Perils of Service Contract Divestment: When and Why Customers Seek Revenge and How It Can Be Attenuated by Christina M. Haenel, Hauke A. Wetzel and Maik Hammerschmidt in Journal of Service Research</p
Supplemental Material, JSR_Executive_Summary_23Jan2019_ch_MH_(2) - The Perils of Service Contract Divestment: When and Why Customers Seek Revenge and How It Can Be Attenuated
No full textSupplemental Material, JSR_Executive_Summary_23Jan2019_ch_MH_(2) for The Perils of Service Contract Divestment: When and Why Customers Seek Revenge and How It Can Be Attenuated by Christina M. Haenel, Hauke A. Wetzel and Maik Hammerschmidt in Journal of Service Research</p
STRUCTURING PRODUCT-MARKETS: AN APPROACH BASED ON CUSTOMER VALUE
Get PDFWe offer an efficiency-based approach to derive market partitions and respective benchmarks using Data Envelopment Analysis. Product efficiency is measured as an output to input value from the customer’s perspective. Products offering a maximum customer value relative to alternatives represent benchmarks for different sub-markets. The framework is applied to data on compact cars. relevant product segments.Customer Value, Product-Market Structuring, Market Partitioning, Data Envelopment Analysis, Product Efficiency, Frontier Functions
There is no I in “Team”: Learning from Team Success and Failure for Retail Performance Improvement
No full textLearning from individual experiences has been described as an important predictor of organizational performance. In contrast, little is known about how prior success and failure experiences at the team-level impact performance and whether goal accomplishment moderates the learning process. In this study, we investigate 573 dispatcher-driver teams that work together in delivering groceries to retail stores. We analyse daily-level data for 13,246 deliveries during a period of four months. We find support for the argument that prior team success increases current delivery performance while performance declines with increasing number of failures. We also show that teams learn from failures when service-level goals in the prior period have been accomplished. In contrast, success-based learning is reinforced when goals in the most recent period are accomplished . These findings illuminate the conditions under which teams can be enabled to learn from prior successes and failures. For supply chain managers, the study informs how feedback about goal accomplishment for different time periods can boost learning rates
Analyzing Product Efficiency – A Customer-Oriented Approach
Get PDFThe purpose of this study is to provide a broader, economic perspective on customer value management. By developing an efficiency-based concept of customer value we aim at contributing to the presently underrepresented research field of marketing economics. The customer value concept is utilized to assess product performance and eventually to determine the competitive market structure and the product-market boundaries. Our analytical approach to product-market structuring based on customer value is developed within a microeconomic framework. We measure customer value as the product efficiency viewed from the customer’s perspective, i.e., as a ratio of outputs (e.g., resale value, reliability, safety, comfort) that customers obtain from a product relative to inputs (price, running costs) that customers have to deliver in exchange. The efficiency value derived can be understood as the return on the customer’s investment. Products offering a maximum customer value relative to all other alternatives in the market are characterized as efficient. Different efficient products may create value in different ways using different strategies (output-input- combinations). Each efficient product can be viewed as a benchmark for a distinct sub-market. Jointly, these products form the efficient frontier, which serves as a reference function for the inefficient products. Thus, we define customer value of alternative products as a relative concept. Market partitioning is achieved endogenously by clustering products in one segment that are benchmarked by the same efficient peer(s). This ensures that only products with a similar output-input structure are partitioned into the same sub-market. As a result, a sub-market consists of highly substitutable products. In addition, value-creating strategies (i.e., indications of how to vary inputs and outputs) to improve product performance in order to offer maximum customer value are provided. The impact of each performance parameter on customer value is determined, identifying the value drivers among them. This methodological framework is applied to data of the 1996 German Automobile Club (ADAC) survey.Customer Value, Data Envelopment Analysis (DEA), Efficiency Analysis, Market Partitioning, Product-Market Structuring
Analyzing Product Efficiency – A Customer-Oriented Approach
Get PDFThe purpose of this study is to provide a broader, economic perspective on customer value management. By developing an efficiency-based concept of customer value we aim at contributing to the presently underrepresented research field of marketing economics. The customer value concept is utilized to assess product performance and eventually to determine the competitive market structure and the product-market boundaries. Our analytical approach to product-market structuring based on customer value is developed within a microeconomic framework. We measure customer value as the product efficiency viewed from the customer’s perspective, i.e., as a ratio of outputs (e.g., resale value, reliability, safety, comfort) that customers obtain from a product relative to inputs (price, running costs) that customers have to deliver in exchange. The efficiency value derived can be understood as the return on the customer’s investment. Products offering a maximum customer value relative to all other alternatives in the market are characterized as efficient. Different efficient products may create value in different ways using different strategies (output-input- combinations). Each efficient product can be viewed as a benchmark for a distinct sub-market. Jointly, these products form the efficient frontier, which serves as a reference function for the inefficient products. Thus, we define customer value of alternative products as a relative concept. Market partitioning is achieved endogenously by clustering products in one segment that are benchmarked by the same efficient peer(s). This ensures that only products with a similar output-input structure are partitioned into the same sub-market. As a result, a sub-market consists of highly substitutable products. In addition, value-creating strategies (i.e., indications of how to vary inputs and outputs) to improve product performance in order to offer maximum customer value are provided. The impact of each performance parameter on customer value is determined, identifying the value drivers among them. This methodological framework is applied to data of the 1996 German Automobile Club (ADAC) survey.Customer Value, Data Envelopment Analysis (DEA), Efficiency Analysis, Market Partitioning, Product-Market Structuring
Going Beyond Counting First Authors in Author Co-citation Analysis
Get PDFThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
Variations on the Author
Get PDF“Variations on the Author” discusses two of Eduardo Coutinho’s recent films (Um Dia na Vida, from 2010, and Últimas Conversas, posthumously released in 2015) and their contribution to the general question of documentary authorship. The director’s filmography is characterized by a consistent yet self-effacing form of authorial self-inscription: Coutinho often features as an interviewer that rather than express opinions propels discourses; an interviewer that is good at listening. This mode of self-inscription characterizes him as an author who is not expressive but who is nonetheless markedly present on the screen. In Um Dia na Vida, however, Coutinho is completely absent form the image, while Últimas Conversas, on the contrary, includes a confessional prologue that moves the director from the margins to the center of his films. This article examines the ways in which these works stand out in the filmography of a director who offers new insights into the notion of cinematic authorship
Appropriate Similarity Measures for Author Cocitation Analysis
Get PDFWe provide a number of new insights into the methodological discussion about author cocitation analysis. We first argue that the use of the Pearson correlation for measuring the similarity between authors’ cocitation profiles is not very satisfactory. We then discuss what kind of similarity measures may be used as an alternative to the Pearson correlation. We consider three similarity measures in particular. One is the well-known cosine. The other two similarity measures have not been used before in the bibliometric literature. Finally, we show by means of an example that our findings have a high practical relevance.information science;Pearson correlation;cosine;similarity measure;author cocitation analysis
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