الصفحة 39
الصفحة 39
Customer Processes in Business-to-Business Service Transactions
Janine Frauendorf analyzes how customer processes can be used to optimize the overall service process. In this context, the service blueprint represents the key tool of the thesis – originally a tool for designing and optimizing the internal process of the service operator, it is now extended by the customer process side. Transaction cost theory, as the link between supplier process and customer process, on the one hand and the script construct from cognitive psychology on the other, provide the theoretical basis for the thesis. On the basis of empirical results, the author presents significant implications for services research and helpful suggestions for business practice.
Customer Loyalty in Third Party Logistics Relationships : Findings from Studies in Germany and the USA
These issues are addressed in the present book: First, a model of customer loyalty and its determinants is developed, which is then validated using empirical data from nearly 800 logistics managers in Germany and the USA. Effects of different relational factors on the customer loyalty model are identified and cultural differences between Germany and the USA are revealed.
Customer Integration in Industrial Innovation Projects
The development of product innovations is permanently challenged by the customers’ rapidly evolving demand for new products and technologies. New approaches for integrating customers into the product innovation process are required and have been exemplified in a software engineering context by Extreme Programming. Patricia Sandmeier demonstrates how a transfer of elements from Extreme Programming to the development practice of industrial products can improve customer integration activities and the innovativeness of the resulting new products. Based on an in-depth case study analysis of two industrial firms and two technical service firms she presents a conceptual model for the integration of customer contributions into the product innovation process. Finally, the author proposes a product innovation process based on discrete product development steps as well as a ‘customer-centered innovation cell’ enabling the development of truly innovative product solutions together with customers.
Customer experience Excellence : The six pillars of growth
Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.
Customer Data Platforms : Use People Data to Transform the Future of Marketing Engagement
Marketers are faced with a stark and challenging dilemma: customers demand deep personalization, but they are increasingly leery of offering the type of personal data required to make it happen. As a solution to this problem, Customer Data Platforms have come to the fore, offering companies a way to capture, unify, activate, and analyze customer data.
Curriculum Reform in the European Schools : Towards a 21st Century Vision
Examines the modern role of the European School system within the European Union, at a time when the global economy demands a new vision for contemporary education. The European schools are currently in a state of crisis: their 60-year-old tradition of bilingual and multilingual education is being strained by rapid EU expansion and the removal of English speaking teachers as a result of Brexit. Their tried and tested model of mathematics and science education has rapidly been overtaken by new developments in pedagogy and assessment research, while recruitment and retention of students and teachers has become increasingly fraught as European member states review what they are, and what they are not, prepared to fund. The authors draw on original and empirical research to assess the European Schools’ place in a new Europe where the entire post-war European Project is potentially at risk. This well-researched volume will be of interest to practitioners working in European schools as well as students and scholars of EU politics and international education.
Cultural heritage in a changing world
The central purpose of this collection of essays is to make a creative addition to the debates surrounding the cultural heritage domain. In the 21st century the world faces epochal changes which affect every part of society, including the arenas in which cultural heritage is made, held, collected, curated, exhibited, or simply exists. The book is about these changes; about the decentring of culture and cultural heritage away from institutional structures towards the individual; about the questions which the advent of digital technologies is demanding that we ask and answer in relation to how we understand, collect and make available Europe’s cultural heritage.
Crypto Wars : Faked Deaths, Missing Billions and Industry Disruption
Unveils the biggest scams and frauds that have shocked the world of cryptocurrency, from the disappearing Crypto Queen with OneCoin, to Bitconnect, the initial coin offering crash and Quadriga where the founder seems to have faked his own death to escape prosecution Contains exclusive interviews and commentaries from many of the key people who have been actively investigating the biggest crypto-scams, from the Metropolitan police, to insolvency practitioners, researchers, BBC journalists and tech geeks Goes beyond the sensationalist and concludes on the real potential for change and good that cryptocurrencies bring; from challenging the greedy practices of the banking and remittance industries, to reaching over 2.5 billion unbanked users, allowing for greater transparency and ethical behaviours
Crossroads of Entrepreneurship
Crossroads of Entrepreneurship presents works from scholars belonging to a number of different disciplines - business history, economics, sociology and management - and addresses a cross section of issues in the entrepreneurship field. Contributions are arranged in different sections, emphasizing dialogue across disciplines and paradigms, rather than boundaries between them. The first section of the work is a compilation of papers that trace the historical roots of study in entrepreneurship in different disciplinary domains, and highlight the fundamental issues addressed by past research. A second section gathers empirical studies adopting various methods and investigating different aspects of entrepreneurial action. The third section collects contributions investigating the development of entrepreneurship in different national settings. The work reveals a convergence of issues and interests, despite paradigmatic differences, and the potential benefits of more intense conversation across disciplines.
Cross-Business Synergies : A Typology of Cross-Business Synergies and a Mid-range Theory of Continuous Growth Synergy Realization
Sebastian Knoll investigates what cross-business synergies actually are and how they are realized successfully. In a first step, a theory-based typology of cross-business synergies is developed and two new types of synergies are conceptualized: (1) Growth synergies, i.e. profitable growth advantages from recombining complementary operative resources across businesses, and (2) corporate management synergies, i.e. performance advantages from leveraging corporate management capabilities across businesses. In a second step, the author focuses on growth synergies and inducts a framework for their continuous realization from a longitudinal in-depth single case study. He suggests that the successful realization of growth synergies is associated with a selective focus on specific growth opportunities, decentralized cross-business collaboration that motivates productive business unit self-interest, and a corporate management approach that guides and balances this self-interest in an evolutionary fashion.
Cross-border Governance and Sustainable Spatial Development : Mind the Gaps!
Border regions in Central Europe undergo tremendous changes due to the enlargement of the European Union and the related processes of Europeanization, bordering and re-bordering. The book explores the consequences of these processes for cross-border governance and spatial planning in Central Europe. It combines analyses of European and national framework conditions with case studies from border regions and cities in 8 countries. The focus is on generic questions of cross-border planning and cooperation as well as on selected sectors such as nature conservation, transport and economic development.
Cross Regional Trade Agreements : Understanding Permeated Regionalism in East Asia
An unacknowledged key feature of East Asian FTA diplomacy is the region's active cross-regional preferential trading relations. In sharp contrast to the Americas and Europe, where cross-regional initiatives gained strength after the consolidation of regional trade integration, East Asian governments negotiate trade deals with partners outside of their region at an early stage in their FTA policies. The book asks three main questions: Are there regional factors in East Asia encouraging countries to explore cross-regionalism early on? What are the most important criteria behind the cross-regional partner selection? How do cross-regional FTSs (CRTAs) influence their intra-regional trade initiatives? Through detailed country case studies from China, Japan, South Korea, Singapore, Thailand and Malaysia, we show the ways in which these governments seek to leverage their CRTAs in the pursuit of intra-regional trade integration objectives, a process that yields a much more permeated regionalism.
Crop Biosecurity : Assuring our Global Food Supply
Prevention and preparedness are the two basic approaches to maximize food security against any sort of tampering, whether natural, inadvertent or intentional. The NATO funded project “Tools for crop biosecurity” was designed to strengthen the cooperation among U.S., Europe and Israel in the field of crop biosecurity and to generate awareness on how the psychological, economic and cultural consequences of crop bioterrorism, especially attacks on soft targets such as crop seeds, could have a disproportionate adverse effect on Mediterranean agriculture and, more generally, on society.This book illustrates the achievements of the project originated from the workshops organized during the project itself taking in consideration main microbiological threads posed to crops, the tools to recognize and to control them, the needs for international cooperation and research funds to create networks which can face emerging risks for agriculture.
Critique de la valeur fondamentale = Critique of fundamental value
This work takes stock of the different conceptions of fundamental value in finance, the methods of its calculation and the ongoing debates in financial theory as in professional practices. The book reports on the alternatives offered by mathematical modeling.
Critical Success Factors of Offshore Software Develpment Projects : The Perspective of German-Speaking Companies
In an effort to cut costs and re-focus on their core competences, The author develops a model that comprises 29 critical success factors which are classified into four distinct groups: internal suitability, internal management, external suitability, and external management factors. With regard to the developed model, both the implementation of an online survey and the conduction of two in-depth case studies show that the external management factors are particularly relevant for the successful implementation of an offshore software development project and that the perception of the individual critical success factors greatly depends on the company perspective.
Critical Phenomena in Natural Sciences : Chaos, Fractals, Selforganization and Disorder : Concepts and Tools
Concepts, methods and techniques of statistical physics in the study of correlated, as well as uncorrelated, phenomena are being applied ever increasingly in the natural sciences, biology and economics in an attempt to understand and model the large variability and risks of phenomena. This is the first textbook written by a well-known expert that provides a modern up-to-date introduction for workers outside statistical physics. The emphasis of the book is on a clear understanding of concepts and methods, while it also provides the tools that can be of immediate use in applications. Although this book evolved out of a course for graduate students, it will be of great interest to researchers and engineers, as well as to post-docs in geophysics and meteorology.
Critical Infrastructure : Reliability and Vulnerability
This text brings together differing geographic perspectives in modelling and analysis in order to highlight infrastructure weaknesses or plan for their protection.
Critical Information Infrastructures : Resilience and Protection
Starting with some basic definitions and assumptions on the topic, this book explores various aspects of Critical Infrastructures throughout the world – including the technological, political, economic, strategic and defensive. This book will be of interest to the CEO and Academic alike as they grapple with how to prepare Critical Information Infrastructures for new challenges.
Criminal Dilemmas : Understanding and Preventing Crime
Fighting crime breeds emotional responses which often lead to counter-productive government policy. To allow a rational analysis of these important concerns, this book employs the thinking of economics, political science, and game theory to develop new perspectives on crime and its causes. A basic assumption is that the criminal is a rational actor who makes decisions based on his or her personal expected gains and costs. By using this assumption, predictions about behaviour as well as emotional concerns such as prostitution and gun control are given a theoretical perspective. By understanding the strategic variables which cause, for example, gang wars and drug sales, we are better equipped to design effective public policy.
Creativity and Innovation in the Music Industry
The book provides an explanation for the emergence of innovation and creativity in the music industry by retelling and interpreting its history, from Thomas Alva Edison’s invention of the phonograph in 1877 to the latest innovations such as MP3-files and iPods. The global nature of this history causes me to believe that this book is going to be of interest to an international readership as well. My hope is that this translation will be received with the same level of warmth and generosity that the publication of the German original enjoyed.
