Suchergebnisse

The concept of customs security today is defined by the Customs Code of Ukraine, other acts of the current legislation, as well as by domestic scientists as a status of protection of customs interests or economic interests of the state in the customs sphere. It is mentioned that there is a correlation between cus- toms and national security. At the same time, there is no established scientific approach to the disclosure of the essence of the customs interest, although this concept is basic in determining the customs security.Several aspects have been taken into account while developing a scientific approach to defining the concept of customs security, First of all, the right to understand security as a category which is perceived as a security function of the state in respect of compliance with its rules. The next aspect concerns the defini- tion of the subjects ensuring the customs security of Ukraine from the standpoint of following the functions assigned to them by the state. It is emphasized the necessity of taking into account the current situation in Ukraine not only in the formation of the concept of "customs security", but also the definition of national security as a rising category and socio-legal phenomenon, which is directly related to customs security. The situation means the military conflict in the East, the provision of a visa-free regime with EU countries, the entry into force of the Association Agreement between Ukraine and the EU.The account of these aspects, current situation of Ukraine and the existing scientific thought has become the basis for the formation of the concept of customs security from a different position not the one which is supported and involves disclosing the content of this concept as the status of protection of customs, economic, foreign economic and other interests.The author's definition of the concept of customs security is given in the article. According to it the customs security is a special legal order of the activity of authorized subjects towards ensuring the implementation by the participants of customs relations of obligatory for all rules in the field of state customs affairs. ; У статті проведено аналіз та узагальнено теоретичні підходи до визначення поняття митної безпеки, деяких її складових частин та особливостей. Розкрито місце, роль та мету митної безпеки. Розглянуто роль суб'єктів забезпечення митної безпеки. Запропоновано визначати митну безпеку з позицій особливого правового порядку діяльності уповноважених суб'єктів щодо забезпечення виконання учасниками митних відносин загальнообов'язкових правил у сфері державної митної справи. Доведено необхідність виявлення зовнішніх та внутрішніх загроз митній безпеці.

PurposeThe term customer intimacy has been used both in academia and business, albeit lacking clear definition and empirical validation. The authors in this paper aim to develop a measure of customer intimacy in business‐to‐business contexts and to assess its reliability and validity, as well as its relevance, within a nomological relationship marketing network.Design/methodology/approachA multi‐method (qualitative/exploratory and quantitative/confirmatory structural modelling), multi‐staged (test, re‐test) research approach is used and applied in the UK and Germany.FindingsThe results show that customer intimacy is a second order construct reflected by the three formative dimensions of mutual understanding, closeness, and value perception. The results also show that customer intimacy is a relevant relationship indicator, distinct from the central relationship indicators of trust and commitment. It impacts relationship commitment levels, customer induced word‐of‐mouth, repurchase intentions, information disclosure, customer availability, and leads to an advisor status with the customer. Moreover, customer intimacy mediates relationship marketing's central trust commitment link.Research limitations/implicationsThe main limitations that should be addressed by future studies are: reliance on the key informant technique on one side of the supplier‐buyer dyad; cross‐sectional design.Practical implicationsThis study shows that achieving and managing customer intimacy is a relevant managerial goal and task for firms and shows managers how it can be measured and managed.Originality/value.This study, for the first time, presents a measure for customer intimacy and assesses its quality and impact empirically. The measure will be of significant value in making customer‐centric, relationship management approaches more accountable.

PurposeThis study presents the applicability of a model-based approach for loyalty program forecasting using smartphone app in the digital strategy of the retail industry.Design/methodology/approachThe authors develop a dynamic model with the cyclical structure of customer segments through customer experience. They use time-series data on the number of members of the loyalty program, "Seven Mile Program" and confirm the validity of the approximate calculation of customer segment share, customer segment sales share and aggregate sales performance. The authors present three medium-term forecast scenarios after the launch of a smartphone payment service linked with the loyalty program.FindingsThe sum of the two customer segment shares for forecasting (the sum of the quasi-excellent and excellent customer ratios) is about 30% in each scenario, consistent with an essential customer loyalty (true loyalty) share obtained in the existing empirical study.Research limitations/implicationsDigital strategy in the retail industry should focus more on estimating and forecasting average amounts of customer segments and the number of aggregated customers through the digitalization on the customer side than on individual customer journeys and responses.Practical implicationsMulti-scenario evaluation through simulation of dynamic models from a systemic view can be used for decision-making in retailing digital strategies.Originality/valueThis study builds a model that integrates the cyclicality of customer segment transition through customer experiences into a loyalty matrix framework, which is a method that has previously been used in the hospitality industry.

PurposeThe profitability of individual customers can show substantial variation, both in money amounts and in margins (percentages). The literature suggests that larger customers have a higher customer profitability margin: a dollar in revenue from a large customer generates more profit than a dollar in revenue from a small customer. The purpose of this paper is to explore the relationship between customer size and the customer profitability margin.Design/methodology/approachDraws up a model with five variables (customer size, product margin, exchange efficiency, support, customer profitability margin) and hypothesizes the relationships between the variables. Uses LISREL to test the relationships on a database from a business‐to‐business setting.FindingsThe relationship between customer size and customer profitability margin is not direct, but runs through other variables, mainly exchange efficiency. It is not the result of larger customers paying higher product margins or having fewer customer support demands.Research limitations/implicationsAdds to the empirical literature on customer profitability. Ideally, this would be done using panel data rather than the cross‐sectional data used in this paper.Practical implicationsProfitability data at the level of individual customers provide useful insights. Customer size as such is not a driver of the customer profitability margin. Identify the trade‐offs between customer size, product margins (discounts), support demands, and exchange costs that ultimately lead to customer profitability.Originality/valueAdds to the empirical literature on customer profitability and offers practical implications for managing customer relationships.

Governments worldwide are increasingly focusing on creating customer value in public services and customer experience management to improve public sector performance and increase citizens' trust in government. Therefore, recently there has been an increase in scientific literature and case studies analysing different aspects of customer value creation and/or customer experience in public services. Still, the interaction between the two is not clearly disclosed and linked. The purpose of this research is to accentuate the insights arising from research in science and practice, to summarise and systematise the knowledge already created and to perform an empirical study. Applying the methods of researching the content of scientific literature and practical reports, the article reveals the interaction between the value of public services to the customer and the customer experience in services. The aim of this study is to reveal the concept of customer value creation by applying customer experience management in public services. After refining the general theoretical insights of service value creation for the customer, the basics of the need and benefits of their application in the provision of public services as well as the application of the method of value creation for the customer in the provision of public services are analysed. The findings of this research positions the customer value in public services as a subjective phenomenon, i. e., the value is created by customers as it is based on their experiences in the process of service provision. In contrast, service providers create a value creation system for customers, which turns them into the co-creators of that value. Value creation for the customer occurs through the co-production and co-design of public services, where the customer is an active participant in different stages of service provision. Customer needs and expectations are evolving, and public service providers need to be able to recognise and track them and respond to these changes by applying a ...

Customer value management is a managerial approach in which customers are perceived as the company's asset, the value of which may be measured and increased through the organization of processes around customer relationships. This book deals with the topic of managing customer lifetime value on the internet, and more specifically on including the role of the internet in customer value proposition to enhance stakeholder and shareholder value.This book also discusses the possibilities of internet-based customer value management and presents a model describing the process leading to it. Its uniqueness lies in presenting a managerial approach to customer relationships rather than offering just another tool of e-marketing. The author's approach is not limited by branches or sectors - differences in customer value management approaches are perceived through a prism of relationships between the company and its customers. Dr. Tymoteusz Doligalski is an assistant professor at Warsaw School of Economics. His research interest include internet marketing, marketing, e-commerce, customer value management, and business models. Dr. Doligalski is the founder of Postgraduate Studies of Internet Marketing (MBA-level program, until 2013 more than 600 participants) at the Warsaw School of Economics. He is also the academic supervisor of student teams taking part in Google Online Marketing Challenge (2012 - Global Winner, 2011 - European Winner).

The aim of this research is to examine the effect of the customer loyalty program on customer satisfaction and its impact on customer loyalty. This program is developed by the company in order to increase customer satisfaction. Optimal customer satisfaction will be able to create customer loyalty. For a company, customer loyalty will guarantee the company's income to be constantly optimal. The research is conducted using the survey method involving 110 customers and 100 feasible data used. The sampling technique used is judgment sampling and data collected through the questionnaire. It uses SEM in examining hypotheses assisted by software AMOS version 20.0. Member card significantly affects customer satisfaction, while discount promo has no significant effect on customer satisfaction and it also doesn't affect customer loyalty. Member cards and discount promo have a direct effect on customer loyalty. In general, it can be understood that the customer loyalty program applied by Alfamart either member card or discount promo affects customer satisfaction and has an impact on customer loyalty. This research gives input to retail business managers in managing customer satisfaction through the proper development of customer loyalty programs.

Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that customer engagement is an important new development in CM. Customer engagement is considered as a behavioral manifestation toward the brand or firm that goes beyond transactions. The authors propose a conceptual model of the antecedents, impediments, and firm consequences of customer engagement and relate this model to seven articles appearing in the special issue on customer engagement.