Suchergebnisse

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 ...

The problem of the Customs Information System transformation and its adaptation to operate under the conditions of e-customs is being analyzed in the master's final work. The aim of this work is defined by contradiction between the applicable legal regulations for the activities of the Customs and rapidly changing conditions of global business. The necessity to perform all trade actions in the electronic medium requires to supplement the Customs Information System with the missing elements and to change the legal environment for the operation of the Customs Information System. In order to provide offers for the solution of this problem, practice of application of e-customs elements (electronic data exchange, e-export, etc) in different countries has been analyzed in the scientific literature. Using a method of data analysis, Customs Information System analysis has been made, and analysis of the statistical data has been established by comparing the received results with the other EU countries. After the analysis of the theoretical and practical aspects of the operation of the Customs Information System in the context of e-customs had been made, the final part of the work has been dedicated to the analysis of the applicable regulatory legislative acts of the EU, Lithuania and the Customs Department; and legal gaps of the regulations which impede efficient operation and development of e-customs has been defined. After summarizing the results of every part, conclusions and offers for the solution of the problem are introduced.

The problem of the Customs Information System transformation and its adaptation to operate under the conditions of e-customs is being analyzed in the master's final work. The aim of this work is defined by contradiction between the applicable legal regulations for the activities of the Customs and rapidly changing conditions of global business. The necessity to perform all trade actions in the electronic medium requires to supplement the Customs Information System with the missing elements and to change the legal environment for the operation of the Customs Information System. In order to provide offers for the solution of this problem, practice of application of e-customs elements (electronic data exchange, e-export, etc) in different countries has been analyzed in the scientific literature. Using a method of data analysis, Customs Information System analysis has been made, and analysis of the statistical data has been established by comparing the received results with the other EU countries. After the analysis of the theoretical and practical aspects of the operation of the Customs Information System in the context of e-customs had been made, the final part of the work has been dedicated to the analysis of the applicable regulatory legislative acts of the EU, Lithuania and the Customs Department; and legal gaps of the regulations which impede efficient operation and development of e-customs has been defined. After summarizing the results of every part, conclusions and offers for the solution of the problem are introduced.

In order the subjects of intellectual property could participate actively in the international trade, and seeking to avoid unfair competence, their rights must be protected. To this purpose international organizations have been established and a number of international conventions have been signed. Customs plays a very important role while protecting the property that participates in the international trade. The topic of the final master's thesis is "Customs Protection of Intellectual Property Rights". The problem raised in the thesis is the increment in number of violation of intellectual property right. It should be noted that in the presence of depressed economic situation the violators of intellectual property rights started falsifying not only luxury goods. Falsified goods, which enter the market, may make harm to the consumers. However, in the presence of depressed economic situation and when national authorities receive lower financing than usually, there may arise a problem of intellectual property rights protection. The thesis has raised hypothesis: While the activity effectiveness of Lithuanian customs is increasing, having protection the rights of intellectual ownership and strengthening the high against falsification and piracy, the expected economic effect is not achieved. The aim of the thesis is to reveal how effectively and economically the Customs of the Republic of Lithuania protects intellectual property rights. The objectives of the thesis are as follows: to describe the importance of intellectual property in the international trade, to mark the main international organizations and national institutions which are of highest importance while protecting intellectual property rights; to specify the role of trademarks in the international trade; to carry out the analysis of customs protection of intellectual property rights in Lithuania; to analyze the perspectives of customs protection of intellectual property rights. Master's thesis consists of four parts, which are as follows: Intellectual Property in the International Trade; International and National Legislations Regulating the Protection of Intellectual Property Rights; Analysis of Statistical Data relating to Customs Protection of Intellectual Property Rights in Lithuania; Future perspectives of Customs Protection of Intellectual Property Rights.

In order the subjects of intellectual property could participate actively in the international trade, and seeking to avoid unfair competence, their rights must be protected. To this purpose international organizations have been established and a number of international conventions have been signed. Customs plays a very important role while protecting the property that participates in the international trade. The topic of the final master's thesis is "Customs Protection of Intellectual Property Rights". The problem raised in the thesis is the increment in number of violation of intellectual property right. It should be noted that in the presence of depressed economic situation the violators of intellectual property rights started falsifying not only luxury goods. Falsified goods, which enter the market, may make harm to the consumers. However, in the presence of depressed economic situation and when national authorities receive lower financing than usually, there may arise a problem of intellectual property rights protection. The thesis has raised hypothesis: While the activity effectiveness of Lithuanian customs is increasing, having protection the rights of intellectual ownership and strengthening the high against falsification and piracy, the expected economic effect is not achieved. The aim of the thesis is to reveal how effectively and economically the Customs of the Republic of Lithuania protects intellectual property rights. The objectives of the thesis are as follows: to describe the importance of intellectual property in the international trade, to mark the main international organizations and national institutions which are of highest importance while protecting intellectual property rights; to specify the role of trademarks in the international trade; to carry out the analysis of customs protection of intellectual property rights in Lithuania; to analyze the perspectives of customs protection of intellectual property rights. Master's thesis consists of four parts, which are as follows: Intellectual Property in the International Trade; International and National Legislations Regulating the Protection of Intellectual Property Rights; Analysis of Statistical Data relating to Customs Protection of Intellectual Property Rights in Lithuania; Future perspectives of Customs Protection of Intellectual Property Rights.

After joining EU the tasks of Lithuanian Customs Authorities rapidly changed, because they became responsible for the protection of external EU borders. Customs plays a vital role in protecting borders from the entry of illegal and harmful goods. EU Customs Union is based on a main principle – free movement of goods, which means that the goods between EU territory can move without no restrictions applied. Since 2004 Customs as tax collector's role also change – customs duties form a part of Communities own resources system. The main characteristics that have an impact on customs duties applied are origin of goods, tarriff clasification and customs value and because of that the most of the customs law infringements accur then the import operations are performed. This is why the customs authorities should carry out the inspections on these elements very carefully. The tasks in the market and society protection and tax administration include the following: • to implement a computerized risk management system related to goods, customs procedures and persons, and to integrate it into EU risk management process; • to become a coordinating institution, responsible for control of goods being transported through the external EU borders of Lithuania in the integrated state border protection system of the Republic of Lithuania; • to ensure control of movement of goods by implementing modern measures and methodologies, as used in other EU Member States, for customs examination of goods and the vehicles transporting the goods; • to ensure appropriate provision of the Lithuanian customs institutions with up-to-date means of control and inspection equipment and to ensure effective use of such means; • to improve and develop means for accumulation, analysis and exchange of data and customs information, to efficiently use such information for prevention of violations of customs legislation, for discovering offenders and for ensuring safety of international trade; • to develop data exchange between the Lithuanian Customs and the business sector, the customs and other institutions of the Republic of Lithuania, the Customs and other law enforcement institutions and between the Lithuanian Customs and Customs of other countries, EU institutions and international organizations in the fields of implementation of customs legislation, prevention of violations, control and investigation, and to implement international standards for such data; • to improve tax accounting, collection, to perform more efficient prevention of infringements of tax related legislation

After joining EU the tasks of Lithuanian Customs Authorities rapidly changed, because they became responsible for the protection of external EU borders. Customs plays a vital role in protecting borders from the entry of illegal and harmful goods. EU Customs Union is based on a main principle – free movement of goods, which means that the goods between EU territory can move without no restrictions applied. Since 2004 Customs as tax collector's role also change – customs duties form a part of Communities own resources system. The main characteristics that have an impact on customs duties applied are origin of goods, tarriff clasification and customs value and because of that the most of the customs law infringements accur then the import operations are performed. This is why the customs authorities should carry out the inspections on these elements very carefully. The tasks in the market and society protection and tax administration include the following: • to implement a computerized risk management system related to goods, customs procedures and persons, and to integrate it into EU risk management process; • to become a coordinating institution, responsible for control of goods being transported through the external EU borders of Lithuania in the integrated state border protection system of the Republic of Lithuania; • to ensure control of movement of goods by implementing modern measures and methodologies, as used in other EU Member States, for customs examination of goods and the vehicles transporting the goods; • to ensure appropriate provision of the Lithuanian customs institutions with up-to-date means of control and inspection equipment and to ensure effective use of such means; • to improve and develop means for accumulation, analysis and exchange of data and customs information, to efficiently use such information for prevention of violations of customs legislation, for discovering offenders and for ensuring safety of international trade; • to develop data exchange between the Lithuanian Customs and the business sector, the customs and other institutions of the Republic of Lithuania, the Customs and other law enforcement institutions and between the Lithuanian Customs and Customs of other countries, EU institutions and international organizations in the fields of implementation of customs legislation, prevention of violations, control and investigation, and to implement international standards for such data; • to improve tax accounting, collection, to perform more efficient prevention of infringements of tax related legislation

After joining EU the tasks of Lithuanian Customs Authorities rapidly changed, because they became responsible for the protection of external EU borders. Customs plays a vital role in protecting borders from the entry of illegal and harmful goods. EU Customs Union is based on a main principle – free movement of goods, which means that the goods between EU territory can move without no restrictions applied. Since 2004 Customs as tax collector's role also change – customs duties form a part of Communities own resources system. The main characteristics that have an impact on customs duties applied are origin of goods, tarriff clasification and customs value and because of that the most of the customs law infringements accur then the import operations are performed. This is why the customs authorities should carry out the inspections on these elements very carefully. The tasks in the market and society protection and tax administration include the following: • to implement a computerized risk management system related to goods, customs procedures and persons, and to integrate it into EU risk management process; • to become a coordinating institution, responsible for control of goods being transported through the external EU borders of Lithuania in the integrated state border protection system of the Republic of Lithuania; • to ensure control of movement of goods by implementing modern measures and methodologies, as used in other EU Member States, for customs examination of goods and the vehicles transporting the goods; • to ensure appropriate provision of the Lithuanian customs institutions with up-to-date means of control and inspection equipment and to ensure effective use of such means; • to improve and develop means for accumulation, analysis and exchange of data and customs information, to efficiently use such information for prevention of violations of customs legislation, for discovering offenders and for ensuring safety of international trade; • to develop data exchange between the Lithuanian Customs and the business sector, the customs and other institutions of the Republic of Lithuania, the Customs and other law enforcement institutions and between the Lithuanian Customs and Customs of other countries, EU institutions and international organizations in the fields of implementation of customs legislation, prevention of violations, control and investigation, and to implement international standards for such data; • to improve tax accounting, collection, to perform more efficient prevention of infringements of tax related legislation

After joining EU the tasks of Lithuanian Customs Authorities rapidly changed, because they became responsible for the protection of external EU borders. Customs plays a vital role in protecting borders from the entry of illegal and harmful goods. EU Customs Union is based on a main principle – free movement of goods, which means that the goods between EU territory can move without no restrictions applied. Since 2004 Customs as tax collector's role also change – customs duties form a part of Communities own resources system. The main characteristics that have an impact on customs duties applied are origin of goods, tarriff clasification and customs value and because of that the most of the customs law infringements accur then the import operations are performed. This is why the customs authorities should carry out the inspections on these elements very carefully. The tasks in the market and society protection and tax administration include the following: • to implement a computerized risk management system related to goods, customs procedures and persons, and to integrate it into EU risk management process; • to become a coordinating institution, responsible for control of goods being transported through the external EU borders of Lithuania in the integrated state border protection system of the Republic of Lithuania; • to ensure control of movement of goods by implementing modern measures and methodologies, as used in other EU Member States, for customs examination of goods and the vehicles transporting the goods; • to ensure appropriate provision of the Lithuanian customs institutions with up-to-date means of control and inspection equipment and to ensure effective use of such means; • to improve and develop means for accumulation, analysis and exchange of data and customs information, to efficiently use such information for prevention of violations of customs legislation, for discovering offenders and for ensuring safety of international trade; • to develop data exchange between the Lithuanian Customs and the business sector, the customs and other institutions of the Republic of Lithuania, the Customs and other law enforcement institutions and between the Lithuanian Customs and Customs of other countries, EU institutions and international organizations in the fields of implementation of customs legislation, prevention of violations, control and investigation, and to implement international standards for such data; • to improve tax accounting, collection, to perform more efficient prevention of infringements of tax related legislation

The object of the study is customer loyalty promotion policy. The purpose of it is to analyze theoretical aspects of customer loyalty promotion policy and to examine customer loyalty promotion policy in telecommunication companies. The tasks of the study are as follows: to review customer loyalty promotion policy's conception, and categories of customer loyalty; overlook different theoretical viewpoints concerning client loyalty promotion policy and the instruments of it; analyze customer loyalty promotion policy in Lithuanian telecommunication companies: overlook overall present situation in Lithuanian telecommunication market; analyze principles of customer loyalty promotion policies applicable in Lithuanian telecommunication companies; analyze proportions of customer loyalty categories in the main Lithuanian companies; survey effectiveness of loyalty programs taking place in Lithuanian telecommunication market; summarize collected information; lay conclusions of the study and proposals to improve customer loyalty promotion policies in Lithuanian telecommunication companies. Theoretically customer loyalty promotion policy is perceived as a composition of five main factors: public communication and the image of company in the market; base and value added services; customer relationship management; customer service standard and loyalty programs. The effectiveness of customer loyalty promotion policy can be measured by dividing company's clients into customer loyalty categories. There are several methods for this process; all of them are executed by surveying customers. "Omnitel" and "Bitė Lietuva" do apply customer loyalty promotion policies and suggest client's loyalty programs. These programs are not managed effectively. The main reason of ineffectiveness for customer loyalty policy is a gap in communication between company and its customers. Company "Tele2" does not practice specific loyalty promotion policy concerning customers. The strategy of this company prefigures equal consumption opportunities for both new and existing clients. In Lithuanian telecommunications market there is focused change tendency from functional to the emotional service perception. Collected theoretical and practical information has been summarized. The proposals to improve principles of customer loyalty promotion policy in Lithuanian telecommunication companies are laid with reference to the results of the study. The study can be useful to telecommunication business companies, students and lectors of management and communication science fields.

The object of the study is customer loyalty promotion policy. The purpose of it is to analyze theoretical aspects of customer loyalty promotion policy and to examine customer loyalty promotion policy in telecommunication companies. The tasks of the study are as follows: to review customer loyalty promotion policy's conception, and categories of customer loyalty; overlook different theoretical viewpoints concerning client loyalty promotion policy and the instruments of it; analyze customer loyalty promotion policy in Lithuanian telecommunication companies: overlook overall present situation in Lithuanian telecommunication market; analyze principles of customer loyalty promotion policies applicable in Lithuanian telecommunication companies; analyze proportions of customer loyalty categories in the main Lithuanian companies; survey effectiveness of loyalty programs taking place in Lithuanian telecommunication market; summarize collected information; lay conclusions of the study and proposals to improve customer loyalty promotion policies in Lithuanian telecommunication companies. Theoretically customer loyalty promotion policy is perceived as a composition of five main factors: public communication and the image of company in the market; base and value added services; customer relationship management; customer service standard and loyalty programs. The effectiveness of customer loyalty promotion policy can be measured by dividing company's clients into customer loyalty categories. There are several methods for this process; all of them are executed by surveying customers. "Omnitel" and "Bitė Lietuva" do apply customer loyalty promotion policies and suggest client's loyalty programs. These programs are not managed effectively. The main reason of ineffectiveness for customer loyalty policy is a gap in communication between company and its customers. Company "Tele2" does not practice specific loyalty promotion policy concerning customers. The strategy of this company prefigures equal consumption opportunities for both new and existing clients. In Lithuanian telecommunications market there is focused change tendency from functional to the emotional service perception. Collected theoretical and practical information has been summarized. The proposals to improve principles of customer loyalty promotion policy in Lithuanian telecommunication companies are laid with reference to the results of the study. The study can be useful to telecommunication business companies, students and lectors of management and communication science fields.

The object of the study is customer loyalty promotion policy. The purpose of it is to analyze theoretical aspects of customer loyalty promotion policy and to examine customer loyalty promotion policy in telecommunication companies. The tasks of the study are as follows: to review customer loyalty promotion policy's conception, and categories of customer loyalty; overlook different theoretical viewpoints concerning client loyalty promotion policy and the instruments of it; analyze customer loyalty promotion policy in Lithuanian telecommunication companies: overlook overall present situation in Lithuanian telecommunication market; analyze principles of customer loyalty promotion policies applicable in Lithuanian telecommunication companies; analyze proportions of customer loyalty categories in the main Lithuanian companies; survey effectiveness of loyalty programs taking place in Lithuanian telecommunication market; summarize collected information; lay conclusions of the study and proposals to improve customer loyalty promotion policies in Lithuanian telecommunication companies. Theoretically customer loyalty promotion policy is perceived as a composition of five main factors: public communication and the image of company in the market; base and value added services; customer relationship management; customer service standard and loyalty programs. The effectiveness of customer loyalty promotion policy can be measured by dividing company's clients into customer loyalty categories. There are several methods for this process; all of them are executed by surveying customers. "Omnitel" and "Bitė Lietuva" do apply customer loyalty promotion policies and suggest client's loyalty programs. These programs are not managed effectively. The main reason of ineffectiveness for customer loyalty policy is a gap in communication between company and its customers. Company "Tele2" does not practice specific loyalty promotion policy concerning customers. The strategy of this company prefigures equal consumption opportunities for both new and existing clients. In Lithuanian telecommunications market there is focused change tendency from functional to the emotional service perception. Collected theoretical and practical information has been summarized. The proposals to improve principles of customer loyalty promotion policy in Lithuanian telecommunication companies are laid with reference to the results of the study. The study can be useful to telecommunication business companies, students and lectors of management and communication science fields.

The object of the study is customer loyalty promotion policy. The purpose of it is to analyze theoretical aspects of customer loyalty promotion policy and to examine customer loyalty promotion policy in telecommunication companies. The tasks of the study are as follows: to review customer loyalty promotion policy's conception, and categories of customer loyalty; overlook different theoretical viewpoints concerning client loyalty promotion policy and the instruments of it; analyze customer loyalty promotion policy in Lithuanian telecommunication companies: overlook overall present situation in Lithuanian telecommunication market; analyze principles of customer loyalty promotion policies applicable in Lithuanian telecommunication companies; analyze proportions of customer loyalty categories in the main Lithuanian companies; survey effectiveness of loyalty programs taking place in Lithuanian telecommunication market; summarize collected information; lay conclusions of the study and proposals to improve customer loyalty promotion policies in Lithuanian telecommunication companies. Theoretically customer loyalty promotion policy is perceived as a composition of five main factors: public communication and the image of company in the market; base and value added services; customer relationship management; customer service standard and loyalty programs. The effectiveness of customer loyalty promotion policy can be measured by dividing company's clients into customer loyalty categories. There are several methods for this process; all of them are executed by surveying customers. "Omnitel" and "Bitė Lietuva" do apply customer loyalty promotion policies and suggest client's loyalty programs. These programs are not managed effectively. The main reason of ineffectiveness for customer loyalty policy is a gap in communication between company and its customers. Company "Tele2" does not practice specific loyalty promotion policy concerning customers. The strategy of this company prefigures equal consumption opportunities for both new and existing clients. In Lithuanian telecommunications market there is focused change tendency from functional to the emotional service perception. Collected theoretical and practical information has been summarized. The proposals to improve principles of customer loyalty promotion policy in Lithuanian telecommunication companies are laid with reference to the results of the study. The study can be useful to telecommunication business companies, students and lectors of management and communication science fields.

In the Master's paper the analysis of the import, export and transit flows of goods in Lithuania during the period from 1 January 2006 till 30 June 2007 is performed. The calls to Information Technology Service Centre regarding the problems of the systems servicing these flows is analysed. Some conclusions and proposals are submitted. The effective use of information technology (IT) plays an important role in the activities of the Lithuania's customs system. Currently the issues of a faster creation of an EU-wide e-Customs, more efficient use of IT in performing the statistical analysis of the import, export and transit flows of goods or in processing customs documents have been seriously considered both nationally and internationally. The goal of this Master's paper is to perform the analysis of information flows of the customs documents processing, to identify the problems as well as to present some proposals for the solution to these problems. The Master's paper consists of three parts. In the first part a brief overview of the customs' history in Lithuania is presented, the main current functions and activities of the Lithuanian customs are described and much attention is paid to the role of the Customs Information System Centre in the Lithuanian customs system. The second part is devoted to the survey of the import, export and transit processes of goods as well as the use of IT in the Lithuanian customs. In the third part a thorough statistical analysis of information flows of the customs documents processing is performed and the problems are identified. At the end of the paper some suggestions concerning the development of the Customs activities and more efficient use of IT are presented. Fifty sources of information were used for writing this paper: laws and other legal acts of the Republic of Lithuania, EU legislation, books and articles in the Lithuanian and English languages.

In the Master's paper the analysis of the import, export and transit flows of goods in Lithuania during the period from 1 January 2006 till 30 June 2007 is performed. The calls to Information Technology Service Centre regarding the problems of the systems servicing these flows is analysed. Some conclusions and proposals are submitted. The effective use of information technology (IT) plays an important role in the activities of the Lithuania's customs system. Currently the issues of a faster creation of an EU-wide e-Customs, more efficient use of IT in performing the statistical analysis of the import, export and transit flows of goods or in processing customs documents have been seriously considered both nationally and internationally. The goal of this Master's paper is to perform the analysis of information flows of the customs documents processing, to identify the problems as well as to present some proposals for the solution to these problems. The Master's paper consists of three parts. In the first part a brief overview of the customs' history in Lithuania is presented, the main current functions and activities of the Lithuanian customs are described and much attention is paid to the role of the Customs Information System Centre in the Lithuanian customs system. The second part is devoted to the survey of the import, export and transit processes of goods as well as the use of IT in the Lithuanian customs. In the third part a thorough statistical analysis of information flows of the customs documents processing is performed and the problems are identified. At the end of the paper some suggestions concerning the development of the Customs activities and more efficient use of IT are presented. Fifty sources of information were used for writing this paper: laws and other legal acts of the Republic of Lithuania, EU legislation, books and articles in the Lithuanian and English languages.