- (The Customer-Oriented Approach as the Basis for Sustainable Business - The Essence and Characteristics of a Customer-Oriented Company)

Latyshova, Lyudmila; Oyner, Olga; Syaglova, Yulia

doi:10.2139/ssrn.2623737

Cited by 2 publications

(3 citation statements)

References 4 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Latyshova et al also stated that customer acclimatization was a strong variable in the delivery of quality service using an appropriate service-based orientation [61]. In Gonu et al [16], customer-oriented companies provided quality service to satisfy their customers, indicating that service orientation was very important in building airport assistance values [16,61]. Based on these descriptions, the following hypothesis is stated: Hypothesis 1 (H1).…”

Section: The Relationship Between Service Orientation and Airport Ser...mentioning

confidence: 99%

“…In this case, service organizations should fully focus on customers through a service-based orientation to deliver quality service, satisfaction, and sustainability. Latyshova et al also stated that customer acclimatization was a strong variable in the delivery of quality service using an appropriate service-based orientation [61]. In Gonu et al [16], customer-oriented companies provided quality service to satisfy their customers, indicating that service orientation was very important in building airport assistance values [16,61].…”

Section: The Relationship Between Service Orientation and Airport Ser...mentioning

confidence: 99%

See 1 more Smart Citation

The Impact of Service Orientation and Airport Service Quality on Passenger Satisfaction and Image: Evidence from Indonesia

Usman,

Azis,

Harsanto

et al. 2023

Logistics

View full text Add to dashboard Cite

Background: Airport service quality and service orientation are important aspects of managing passenger satisfaction and airport image. The aim of this paper is to analyze the influence of service orientation and airport service quality on airport image through passenger satisfaction as an intervention variable. Methods: The survey was conducted on 356 passengers at the departure area and lounge. Samples were taken at five major airports in Indonesia, including Soekarno Hatta International Airport. To test the influence of exogenous variables on endogenous variables through intervening variables, a quantitative testing analysis test was carried out using the structural equation model partial least square (SEM-PLS). Result: The research results show that service orientation has a significant and positive effect on airport service quality, passenger satisfaction, and airport image. Moreover, service quality also has a positive effect on passenger satisfaction and the airport’s image. Empirically, passenger satisfaction has been proven to mediate the influence of service quality and service orientation on airport image. It has been proven that airport operators who focus on passengers through service orientation can increase passenger satisfaction and the airport’s image. Conclusions: Focusing on passengers’ needs while at the airport is an important aspect for airport operators who aim to manage their emotions, which encourages passengers to use paid services while in the waiting room. The use of this paid service will directly increase the airport’s aeronautical revenue. Future research needs to consider the influence of image on purchase intention and return to the airport.

show abstract

Section: The Relationship Between Service Orientation and Airport Ser...mentioning

confidence: 99%

Section: The Relationship Between Service Orientation and Airport Ser...mentioning

confidence: 99%

The Impact of Service Orientation and Airport Service Quality on Passenger Satisfaction and Image: Evidence from Indonesia

Usman,

Azis,

Harsanto

et al. 2023

Logistics

View full text Add to dashboard Cite

show abstract

“…Successive studies from Ramani and Kumar (2008) and DiRomualdo et al (2018) expanded the later model by suggesting interactive cycles to reach to guide organizations to drive the changes. Nonetheless, it is not easy to build an organization entirely oriented to input from customers; this approach would depend on a reliant integration between customers or market analysis with most of the business processes (Latyshova et al, 2015). Eventually, companies have driven through expanding the customer knowledge analysis with the help of modern data analytics tools to discover the evolution of the most profitable customers and new areas for future market product introductions.…”

Section: Introductionmentioning

confidence: 99%

Industrial Design Structure: a straightforward organizational integration of DFSS and QFD in a new industry and market reality

Frizziero

Leon-Cardenas

Galiè

et al. 2023

TQM

View full text Add to dashboard Cite

PurposeThe aim of this research is to enlighten the methodology model of Industrial Design Structure (IDeS) that integrates the internal and external customer feedback embodied both in methods of quality function deployment (QFD) and as basis of design for six sigma (DFSS) steps to systematically bring the information across the entire organization, saving overall product development time and resources.Design/methodology/approachThe paper describes the state of the art enlightened to establish the disadvantages and challenges of other methods taken into consideration in the study like QFD and DFSS that, together with the need of companies to react fast to changes they need to straightforwardly implement product development information across all departments, leading to a mass customization infrastructure. Several application trials of this methodology have been cited.FindingsThe IDeS method has established to been able to integrate other well-known methodologies to gather technical specifications starting from voice of customers (VOCs) like QFD that served to canalize the generalist approach of define, measure, analyze, design and verify (DMADV) of DFSS in order to reach into a larger share of the organization and englobe by following the overall product design steps of an industrial project.Research limitations/implicationsThe research approach chosen for this document presents the concept of a methodology ought to operate most internal branches in a company driven by product design requirements and guidelines. Therefore, researchers are encouraged to develop further studies on the IDeS method are required in order to adapt this methodology to specific management tools that would help to ease information gathering for immediate analysis and modification.Practical implicationsThe paper implicates that a need to interchange information systematically across all subdivisions in the organization, as brisk response to VOC reactions is needed to thrive in the market nowadays, leading to a fast product customization scene. However, the industry is heading into adopting an individual customer-centered product conceptualization ought to be driven by design as a key for individualizing an object. Afterward by taking this concept broadly and adopting it would lead to implement a company organization that would be directly affected by the customer's input.Social implicationsThe methodology described aims to enable organizations to portray fast and accurate product prototyping, by exploiting technologies from Industry 4.0.Originality/valueThis concept proposes a method to canalize the implementation of DFSS by using the DMADV approach, whilst assessing the challenges of adaptation and keeping up with cultural pace that impacts the behavior of buying and consumption and moreover implementing a seamless communication within all departments in the organization to share the development progress and change requests by using similar information technology tools. This would imply important savings in resources, whilst delivering quality products to the society.

show abstract

- (The Customer-Oriented Approach as the Basis for Sustainable Business - The Essence and Characteristics of a Customer-Oriented Company)

Cited by 2 publications

References 4 publications

The Impact of Service Orientation and Airport Service Quality on Passenger Satisfaction and Image: Evidence from Indonesia

The Impact of Service Orientation and Airport Service Quality on Passenger Satisfaction and Image: Evidence from Indonesia

Industrial Design Structure: a straightforward organizational integration of DFSS and QFD in a new industry and market reality

Contact Info

Product

Resources

About