French as the second official language in the United Nations plays an essential rule in communication as a foreign language among professional and intercommunication. Institut Français Indonesia in Surabaya has an essential role in providing quality and reliable French language courses. Its presence during these five decades was so meaningful to Surabaya until early 2012, and the French government decided to make changes in the management and implementation of operational policies. Background of the research on the effect of customer experience on customer satisfaction and customer loyalty Institut Français Indonesia in Surabaya was based on the declining number of students during 2012-2014. In this study, 66 students from the advanced class in May and June as respondents. The results of this study were analyzed using path analysis. Customer experience significant effect on customer satisfaction directly by 0.967 with a positive direction, as well as the customer experience significant effect on customer loyalty directly at 0.479 with the positive direction. Customer satisfaction has a significant effect on customer loyalty at 0.485 with positive direction. P
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.
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 ...
A motor custom is a motorcycle that is made/modified based on buyer needs, user, or a particular individual's specification. Motorcycle originally functioned as a means of transportation from one point to another, yet it has now evolved into a new kind of lifestyle. This phenomenon emerged as an impact of changes in the society's pattern of needs, going from basic needs into leisure needs. The milenial generation's basic needs were mostly fulfilled; therefore, according to The Maslow Theory, the generation is now in the next stage which is psychological needs. Creative economy has become the backbone of Indonesia's economy. The government's support towards creative industries through Bekraf is a positive sign to provide a space for motorcycle enthusiasts to produce motor custom les in Indonesia. To start a workshop business, they need network, tools, and a place. Economic incubator can help start-ups to open Motor Custom Workshop by providing their need. Sharing tools offer start-ups with equipment that they can use together, helping start-ups to start their business without having to spend a lot of capital buying their own equipment. Motor Custom Workshop is located in Kemang, where motorcycle communities are often found on the streets, on their Sunmori. This phenomenon is recorded and incorporated into design by using Pattern Language method, which is able to strengthen the link between program and the surroundings. From the phenomena and theories reviewed, it can be concluded that Motor Custom Workshop for Milenials is a potential business venture. Motor Custom Workshop offers opportunity for motorcycle enthusiasts hoping to delve in this business to gain experience in assembling and modifying motorcycles with available rental tools. Motor Custom Workshop is expected to promote Indonesia's creative industry, bring out innovative products, educate the public about automotif, and increase the appeal of local product.AbstrakMotor Custom adalah motor yang dibuat/ diubah sesuai dengan kebutuhan pembeli, pengguna, atau sepesifikasi individu tertentu. Perubahan fungsi motor yang semula merupakan alat transportasi dari satu titik ke titik lain, sekarang bertambah menjadi suatu gaya hidup/lifestyle. Fenomena ini muncul sebagai imbas perubahan pola kebutuhan masyarakat dari basic needs menjadi leisure needs. Generasi Milenial basic needs sudah terpenuhi, maka generasi Milenial menurut Teori Maslow berada di tingkat selanjutnya yaitu di tahap psychological needs. Ekonomi kreatif menjadi tulang punggung perekonomian Indonesia. Dukungan pemerintah akan industri-industri kreatif melalui Bekraf (Badan Ekonomi Kreatif) merupakan tanda positif untuk membuat wadah pembuatan motor custom di Indonesia. Untuk memulai usaha bengkel mereka membutuhkan network, tools, dan wadah/ tempat. Bengkel Motor Custom dapat membantu start-up untuk membuka Bengkel Motor Custom dengan cara memberikan kebutuhan mereka. Sharing tools dapat meringankan dalam memulai usaha bengkel mereka, dikarenakan usaha yang mereka jalankan memiliki tools yang digunakan secara bersama-sama dengan start-up lainnya. Bengkel Motor Custom berada di daerah Kemang, dimana fenomena motor riding bersama sering ditemukan ketika Sunday Morning Ride. Fenomena tersebut direkam dan dituangkan ke dalam desain menggunakan metode Pattern Language, yang dapat membuat keterkaitan antara program dengan lingkungan menjadi kuat. Dari fenomena dan teori yang telah dikaji dapat dilihat bahwa peluang Bengkel Motor Custom untuk Milenial cukup sesuai. Bengkel Motor Custom dapat memberikan pengalaman merakit dan memodifikasi motornya juga dapat dilakukan sendiri dengan memakai tools yang direntalkan. Tujuan dari hadirnya Bengkel Motor Custom untuk memajukan industri kreatif Indonesia, mampu memunculkan produk yang inovatif, serta dapat mengedukasi masyarakat luas tentang otomotif dan meningkatkan daya tarik akan produk lokal.
This dissertation studies the representation of custom in nineteenth-century Cuban proto-nationalist, anti-slavery novels along with Brazilian and U.S. novels of the same time period. I base my readings on Gómez de Avellaneda's Sab, Villaverde's Cecilia Valdés, Machado de Assis' Quincas Borba, and Hawthorne's The Scarlet Letter. Through these novels, I study how the representation of custom within these novels elucidates the relationship between aesthetics, politics, and ethics. Narratives of custom, particularly of Spanish American costumbrismo, comprise a literary genre that emerges from the rise of print culture and journalism in urban centers in the mid-eighteenth century and enters the novel shortly thereafter. Custom sketches or articles are short, thick in description of elements from social reality, and populated by character types (the dandy, the pedant, the intellectual, etc.), set scenes, and descriptions of local color. Drawn from social reality and often critiquing that reality, representations of custom present themselves as intrinsic to their social spaces, as traditional, and thus as always already historical. But, in fact, these representations are contemporaneous writings based on a mythic or imagined past. Though ostensibly custom sketches narrativize core practices or values proposed as originary, the historicity of the types and scenes of these sketches is rootless. Thus, these sketches narrate an imagined past in order to establish social values that tie or attempt to tie communities together in the present and into perpetuity.I study custom sketches and manners within 19th century novels as distinct novelistic discourses that enter into a dialogical relationship with the other narrative elements in the novel. This dialogical relationship is marked by a troubled coexistence, as these discourses are often in competition with one another. In Sab, the confrontations between custom and other novelistic discourses, namely romanticism, are used to expose a linkage between tradition and social decay. Gómez de Avellaneda suggests that ending slavery and mitigating patriarchy by appropriating tradition leads to no emancipation at all. In Cecilia Valdés, the encounters between custom and novelistic discourses demonstrate how custom can work in tandem with liberal politics to produce, paradoxically, a political project that seeks national independence by instantiating a liberal colonial order. Lastly, the interaction between custom and the novel, in Quincas Borba and The Scarlet Letter, uncovers how manners, the sphere of custom marked by description of social behavior as opposed to character types, mark subjects as aliens and as individuals. Though manners make possible and stabilize alienation, the quixotic and irreverent elements in Quincas Borba and The Scarlet Letter, respectively, are both the sources of alienation and of potential emancipation. Parallel to the potentiality constitutive of ethics, manners carry within themselves latent alternative notions of the good that may be potentially liberating. Altogether, these treatments of custom open to a double reading of repression and freedom and of liberal social critique and colonial power.
The purpose of this study is to explain the effect of self-service technology and customer relationship marketing on customer loyalty mediated by customer satisfaction. This research is quantitative research with an explanatory research approach. This research was conducted on customers who have an account at PT. Bank Central Asia, Tbk Tulungagung Branch, a minimum of three years is 82 respondents. Data collection uses questionnaires, documentation, and interviews with SmartPLS version 3.0 analysis tools. The result of the research shows that the direct influence of self-service technology influence on customer satisfaction and the influence of self-service technology on customer loyalty has a significant influence. The influence of customer relationship marketing on customer satisfaction and the influence of customer relationship marketing on customer loyalty has a significant influence. And, the effect of customer satisfaction on customer loyalty has a significant influence. The results of research for indirect influence, namely the influence of self-service technology on customer loyalty through customer satisfaction and influence customer relationship marketing to customer loyalty through customer satisfaction has mediation relationship. The next researcher needs to re-analyze self-service technology, customer relationship marketing as a variable that can increase customer loyalty in other companies that show different characteristics of the subjects of this study. Besides, it needs to be done on government bank customers who have certain characteristics, so that research can be generalized, namely to private companies or government companies.
CuSToMEr (Critical SysTem Modeling and dEvelopment) is a project funded by the Valencian Institute for Business Competitiveness (IVACE) and the European Union through the European Regional Development Fund (FEDER). The general objective of the project is contributing to the alignment between the usual practices in the industry and the R&D results within the area of cyber-physical systems with critical temporal constraints. Specifically, it is intended to help in the modelling, characterization, analysis and development of critical systems that make up the current paradigms of Industry 4.0, Industrial Internet of Things, Digital Twins, etc. and whose base is cyber-physical systems, with emphasis on their adaptability and proper functioning from a temporary point of view. This document corresponds to a poster of the project as one of the dissemination activities. ; CUSTOMER. Project funded by the Valencian Institute of Business Competitiveness (IVACE) and European Union through the European Regional Development Fund (ERDF), within the public grant program adressed to Technological Institutes of the Valencian Community for the development of non-economic R&D projects carried out in cooperation with companies during 2019 with 144.720,20€. File number: IMDEEA/2019/106
The article explores the current issues of scientifically based approaches to the prevention and detection of customs crimes in the foreign economic sphere. Specific measures have been proposed to prevent them and to prevent them from spreading outside customs control in the territory of the State. The main shortcomings regarding the settlement of this issue and the way to resolve them have been revealed. The criminalization of relations in the field of foreign trade was facilitated by the slow response of the State by organizational and legal methods to the activities of external economic actors and the absence of transparent, economically sound, established rules of foreign trade and customs regulation. Despite the widespread and ever-increasing dynamics of criminal offences in the field of customs, the current state of legal science cannot yet offer effective methods of countering them, because there is no consensus on which offences are covered by the concept of "criminal offences in the field of customs" there are no boundaries of the object of influence. The Criminal Code of Ukraine provides, in addition to smuggling, for other offences that can be classified as criminal offences in the field of customs, the association of which will allow to provide a separate forensic characteristic under them, in turn will significantly facilitate the fight against them. Thus, in Ukraine, where more than 60% of gross domestic product is located in the shadow sector, where there is an unbalanced single-sided system of regulation and control, it performs mainly fiscal functions and is deprived of the possibility of full financial control of foreign economic entities there are all necessary prerequisites for the implementation of customs crimes. Thus, prevention is not only the main task of law enforcement agencies, but also a whole system, a set of measures to influence crime. Such measures include activities of various directions: economic, political, ideological, organizational, technical, legal, psychological, cultural ...
The article investigates the main features of the essence of the implementation of the customs policy of the state, finds its etymological nature and reflects the main theoretical and methodological positions of interpretation. The key aspects of the importance of customs policy in ensuring customs security and protecting customs interests are highlighted. The emphasis is placed on the need for a systematic and holistic approach to its implementation, taking into account the volatility of economic trends in the external and internal environment. The main problem aspects that influence its realization from the standpoint of both state authorities and the scientific community are singled out. The corresponding format has formed blocks of tasks, the implementation of which will contribute to an adequate and modern reflection of the role of the state customs service in the modern socio–economic discourse of Ukraine, and will allow fully and effectively respond to global challenges in protecting the customs interests of the state.
Crafting and stimulating service innovation is considered a main research priority and remains a challenge for service providers. One suggested component of stimulating service innovation is customer creativity. Customers who adapt, modify and transform services or products to better suit themselves are increasingly being recognized as a source of competitive value and innovation. It has been proposed that understanding and supporting the customer's value creating practices is the key to creating and sustaining value over time in health care. Health services directly address a customer's well-being and have a significant impact on his or her quality of life. In these types of services, the service outcome is highly dependent on the activities of the individual customer. Health care services often require customers to participate extensively, over long periods of time, with limited support and control. Health services also stretch far beyond the particular service setting into the customer's daily life. While research, policy, and legislation have all emphasized the active role of health care customers, such customers have traditionally had few opportunities to design their health care services. Nevertheless, health care customers solve health-related problems and engage in self-care and medical decision-making on a day-to-day basis, although this creativity is often unknown to the service provider. To understand how health care customers can enable service innovation, this thesis seeks to conceptualize and investigate the concept of customer creativity in health care. The thesis focuses on customer creativity, not only as an outcome, but also as a dynamic and contextualized process that can be enhanced. The thesis combines insights from health care research with service and innovation research to provide build a framework for health care customer creativity. Building on five papers, the research develops an understanding for health care customer creativity. The individual papers are based on systematic literature reviews as well as empirical data in the form of customers' ideas for service innovation collected through diaries. The results of the thesis suggest that despite the negative nature of the service, health care customers are creative. Given the opportunity, health care customers can provide creative ideas and solutions on a multitude of aspects, both within and outside the health care setting. This provides the potential to view the health care experience through the customers' eyes and take part in their creativity in spheres where the service providers have not traditionally had any access. This thesis contributes to the literature by providing a framework for health care customer creativity that recognizes the concept as a complex interplay of factors operating at the individual, contextual, and situational levels. The proposed framework specifies the health care specific factors upon which customer creativity depends, with the intention of positing potential research directions and developing an enriched theory of health care customer creativity.
The paper presents the main aspects related to the modernisation process of the European Union customs legislation and identifies a series of benefits that arise from implementing the measures of the Modernised Community customs code. In this context, foreign trade companies must adapt their logistics strategies to the new customs system, a necessary condition in order to obtain competitive advantages. In an increasingly competitive global environment, best practices in the customs activity have a positive influence both on the international trade as well as on the consumer safety and protection. The results of implementing best practices are also found in rankings made by different institutions and international organisations regarding the competitiveness in logistics and ease in the development of foreign trade transactions. They mainly relate to reducing the time for the necessary clearance procedure and reducing the logistics costs by decreasing the number of physical and documentation checks, giving a priority treatment to consignments when they are selected for control, the possibility to choose the location for customs controls and less information to submit in summary declarations.
We introduce three types of consumer recognition: identity recognition, asymmetric preference recognition, and symmetric preference recognition. We characterize price equilibria and compare profits, consumer surplus, and total welfare. Asymmetric preference recognition enhances profits compared with identity recognition, but firms have no incentive to exchange information regarding customer-specific preferences (symmetric preference recognition). Consumers would benefit from a policy panning information exchange regarding individual consumer preferences. Our welfare analysis shows that the gains to firms from uniform pricing (no recognition) are larger than the associated harm to consumers, regardless of which regime of customer recognition serves as the basis for comparison.
The study assessed the customs valuation system applied in Ethiopia and investigated the existing problems in the system. The methods adopted in the study include documentary analysis, in-depth interview and self administered questionnaires. The results suggested that the Customs Valuation System in Ethiopia does not provide fair, neutral and uniform valuation and does not effectively protect traders from risk of arbitrary valuation by the customs officers. There is also risk of revenue loss to the government due to underinvoicing of imports by the traders since controlling mechanisms such as Post Clearance Audit (PCA) are not adequately developed. Therefore, the Government of Ethiopia needs to strengthen the controlling mechanisms within the customs valuation system since duties and taxes on foreign trade contribute the significant portion of its tax and duty revenues
The study assessed the customs valuation system applied in Ethiopia and investigated the existing problems in the system. The methods adopted in the study include documentary analysis, in-depth interview and self administered questionnaires. The results suggested that the Customs Valuation System in Ethiopia does not provide fair, neutral and uniform valuation and does not effectively protect traders from risk of arbitrary valuation by the customs officers. There is also risk of revenue loss to the government due to underinvoicing of imports by the traders since controlling mechanisms such as Post Clearance Audit (PCA) are not adequately developed. Therefore, the Government of Ethiopia needs to strengthen the controlling mechanisms within the customs valuation system since duties and taxes on foreign trade contribute the significant portion of its tax and duty revenues
Customer and Consumer Journeys, touchpoints and Consumer Goals have been widely discussed among Customer Experience theorists and practitioners, establishing that a hierarchical relationship between those exist. Customer Experience driven innovation evaluates opportunities mainly within touchpoints in Customer Journeys. However, there is still a gap in understanding how exactly those elements are interlinked and impact each other. This research article aims to create this understanding by answering three research questions: "To what extent, and how do Customer Journeys impact Consumer Journeys and vice versa?" and "Are touchpoints (including other actors) a sub-set of Consumer or Customer Journeys?" and "Where in the hierarchy should Customer Experience driven innovation opportunities be identified?". Phenomenological interviews with participants of the Cambridge Venture Camp 2021, organized as part of the ERASMUS+ programme of the European Union within Strategic Partnerships for Higher Education were chosen for the research methodology. Grounded theory and open coding were used to interpret the collected data. In this article, we demonstrate how Consumer Journeys impact Customer Journeys, and that Customer Journeys do not impact other journeys directly, but rather by adjusting the higher-order goals of the Consumer through the response to the stimuli in the touchpoints. A theoretical model is proposed that highlights the interconnectivity of the different experience elements, and how to interpret Customer Experience driven innovation within the hierarchy.
