Achieving Customer Satisfaction through Integrated Products and Services: An Exploratory Study

Complex products such as manufacturing equipment have always needed maintenance and repair services. Increasingly, leading manufacturers are integrating products and services to generate increased revenues and achieve customer satisfaction. Designing integrated products and services requires a different approach to new product development and a clear understanding of how customers perceive the value they obtain from actual usage of products and services—so‐called value‐in‐use. However, there is a lack of research on integrated products and services and how they impact customer satisfaction. An exploratory study was undertaken to understand customers' views on integrated products and services and the value‐in‐use derived from such offerings. As value‐in‐use and its impacts are complicated concepts, a technique from psychology—Repertory Grid Technique—was used to gather data in 33 interviews. The interviews allowed a deep understanding of customer views on integrated products and services to be obtained, and a systematic analysis identified the key attributes of value‐in‐use. In order to probe further, the data were then analyzed using Honey's procedure, which identified the impact of the attributes of value‐in‐use on customer satisfaction. Two key attributes—relational dynamic and access—were found to have the most influence on customer satisfaction. This paper contributes to the innovation field by identifying customer needs for integrated products and services and how these impact customer satisfaction. These are key points and need to be fully considered by managers during new product and service development. Similarly, the paper identifies a number of important areas for further research.     

An Application of Hedonic Regression to Evaluate Prices of Polish Paintings

As the global financial crisis hit the world-wide stock markets, investors looked for alternative investments to diversify their portfolios. One of the more attractive alternate investment opportunities has been investment in art. However, in order to consider artworks as investment assets, the performance of the artworks must be evaluated in order to compare it to other financial instruments. Therefore, hedonic art price indexes are constructed for different art markets. The art market in Poland is characterized by a limited scale since it has only been developing since 1989. The aim of our research is evaluation of the hedonic art price indexes for Polish paintings. Hedonic regression models are estimated using data from auctions of paintings that took place in Poland in the years 2007–2010.     

Applying artificial neural networks to bank-decision simulations

Artificial neural networks are nonlinear models that can be trained to extract hidden structures and relationships that govern the data. They can be used for analyzing relationships among economic and financial phenomena. This paper presents research on applying a back propagation algorithm to firm classification. Experiments were provided for three neural network architectures by applying training and testing samples constructed from actual data of the firms that applied for credit in regional banks for the period 1994–97. To study the effect of proportion between the number of firms that obtained and did not obtain credit, three proportions of the training and testing set compositions were created: 1:1, 2:1, and 4:1. Classification accuracy was evaluated in terms of errors made by the neural networks.     

Economic Disequilibria and Rural Financial Market Performance in Developing Economies

Rural financial markets and agricultural lenders performed poorly in the past decade in most less developed countries (LDCs). Many observers have emphasized the need for institutional and financial reforms to ensure more efficient and equitable results. This includes improved loan evaluation, monitoring and recovery procedures. It also includes flexible interest rale policies to allow lenders to cover lending costs, and create more incentives for mobilizing savings. While these are often necessary reforms they may not be sufficient to guarantee success. The authors argue that widespread economic disequilibria in many LDCs also cause poor performance of rural financial markets. Using a simple model, the authors show how disequilibria in the product, factor and financial markets of the economy are transmitted to rural financial markets through their impact on farm output, profits, debt and savings capacity, and debt service and amortization. Empirical data is drawn from a case study in Jamaica where inflation and trade deficits severely affected farm activity. The authors conclude that institutional and interest rate reforms are necessary. However. price, wage, exchange rate and foreign trade reforms are also needed to lessen the penalization of agriculture, which will, in turn, improve the functioning of rural financial markets. Les marches financiers ruraux el les organismes bailleurs de fonds n'ont pas été performants ces dix dernieres années dans la plupari des pays en voie de développement (PVDj. Beaucoup d'observaleurs onl mis l'accent sur la nécessité de réformes institutionnellcs et financieres, ce qui permetlrait des résullals plus efficaces et plus justes. Ces réformes comprennent l'amélioration dans l'évaluation des prêts et dans les opérations de contrôle el de recouvrement, des politiques de laux d'intérét flexibles pour permetlre aux bailleurs de fonds de reacupèrer le coût des préts, enfin une incitation plus grande pour mobiliser l'épargne. Bien que souvenl necessaires, ces réformes peuvent s'averer insujfisanles a assurer le réussite. Des auteurs affirment que le déséquilibre économique généralisé dans beaucoup de P VD entraîne également la mauvaise performance des marchés financiers ruraux. Ulilisant un modele simple, les auteurs montrent comment un déséquUibre produil /facteur / marché financier de l'économie se transmet aux marchés financiers ruraux par I'impact qu'il a sur la production agricole, les profits, la capacite à l'endetlemenl et a l'épargne, le service de denes el l'amortissemenl. On tire des données empiriques du cas que présenle la Jamaïque où inflation et déficits commerciaux affecterent sérieusement le secteur agricole. Les auteurs concluent en disanl que dés réformes des institutions et du laux d'intêr'et sonl nécessaires. Toutefois, des réformes en matîere de prix, salaires, laux d'échange et commerce extérieur son! essentielles pour éviter que l'agricullure ne soil si lourdement pénalisee; ceci ameliorerait I'efficacit'e des marchés ruraux financiers.     

Using local injury surveillance for community-based injury prevention: an analysis of scandinavian WHO safe community and canadian safe community foundation programmes

Injury surveillance is widely recognized as a critical prerequisite for effective injury prevention, yet few studies have investigated its use by community-based injury prevention programmes. This study examined the extent to which local injury data were collected, documented, analysed, linked to injury prevention action and used for evaluation among WHO Safe Communities in Scandinavia (25 programmes) and the Canadian Safe Community Foundation (SCF) network (16 programmes). For each programme, a key informant with relevant local knowledge was selected to respond to an emailed questionnaire. The study demonstrates that community-based injury prevention programmes experience difficulties accessing and effectively utilizing local injury surveillance data. The findings suggest that the responding SCF programmes approach injury prevention more scientifically than the Scandinavian WHO-designated Safe Community programmes, by making greater use of injury surveillance for assessment, integration into prevention strategies and measures, and evaluation. Despite study limitations, such as the low response rate among Canadian programmes and a large number of non-responses to two questions, the results highlight the importance of, and need for, greater use of local injury surveillance.     

Gender Disparities in the Labor Market in the EU

Gender equality, a policy objective of basically universal acceptance, has become a subject of interest in national governments, international organizations, research instructions, and political pressure groups. This paper reports recent investigations regarding gender disparities in the labor market. The main aim of our study is to identify factors affecting gender earning disparities in the European Union member states. Empirical research is provided in two separate areas. The first one focuses on the gender pay gap in the EU based on SES 2006 data. The second one is a detailed analysis of factors influencing wages in Poland, employing LFS 2009 data.     

Environmental Determinants of Organizational Ethical Climate: A Community Perspective

This paper examines the role of community norms and values in determining employees' ethical perceptions. The local community is viewed as a microculture which contributes to the ethical framework within which firms operate. Research findings indicate the existence of a community-based microculture that potentially moderates an organization's ability to create homogenous organizational ethical cultures in various geographical locations.