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Articles 1 - 10 of 10
Full-Text Articles in Business
Selecting Appropriate Technology For An Effective Online Extension Course, Paul A. Hill, Amanda D. Ali, Emy A. Swadley, Russell O. Goodrich
Selecting Appropriate Technology For An Effective Online Extension Course, Paul A. Hill, Amanda D. Ali, Emy A. Swadley, Russell O. Goodrich
The Journal of Extension
Technology is a strategic asset in accomplishing the land grant mission. Selecting appropriate technology for Extension program management and delivery is essential to achieving planned outcomes, but can be challenging. This article describes the technology platforms selected by a new, legislatively funded Extension program delivering an online course in a hybrid distance-learning experience. The descriptions and application of these technology platforms will assist Extension professionals in choosing technology suitable for delivery and management of their programs as they plan for impact.
Exploring Customer Relationship Management In Two Private Hospitals In Kuwait, Yassmin Diab
Exploring Customer Relationship Management In Two Private Hospitals In Kuwait, Yassmin Diab
BAU Journal - Health and Wellbeing
The private hospital industry in Kuwait is an important contributor in the economy of the country. There has been a major increase in the number of private hospitals and clinics in the past four years, and more hospitals are launching new services in the private healthcare sector. In order to succeed in this sector, it is important for an organization to focus on Customer Relationship Management (CRM) for thriving in the competitive market. A customer relationship management strategy is believed to give a competitive edge to hospitals, as customers nowadays make their decisions based on the type and strength of …
The Evolution Of Crm From The Perspective Of An Emerging Country: Past, Present And Future, Taşkın Dirsehan
The Evolution Of Crm From The Perspective Of An Emerging Country: Past, Present And Future, Taşkın Dirsehan
International Journal of Business and Technology
From traditional groceries to mobile commerce, marketing has passed through several ages in its history, and so has the relationship between the seller and the customer. The CRM evolution process differs according to the history of different countries. This study offers a perspective on CRM from an emerging country, Turkey, and will demonstrate the stages of customer relationship management (CRM) in that country. In Turkey’s collective culture in the 80s, grocery stores existed with a strong relationship between the seller and the store. The owner was called “uncle grocery” and usually came from the same quarter as the customers. In …
Predicting Customer Retention Likelihood In The Container Shipping Industry Through The Decision Tree Approach, Le-Hui Lin, Kee Kuo Chen, Rong-Her Chiu
Predicting Customer Retention Likelihood In The Container Shipping Industry Through The Decision Tree Approach, Le-Hui Lin, Kee Kuo Chen, Rong-Her Chiu
Journal of Marine Science and Technology
This study aimed to develop a practical method for predicting customer retention likelihood by employing analytical methods different from those used by previous studies. A decision tree (DT) methodology was applied to predict the likelihood of customers not switching to new service providers (NSPs). Because the benefits of using DTs are flexibility and comprehensibility, the DT technique was used to select the items for predicting customer retention likelihood. Empirical data were collected from container shipping customers to demonstrate that the DT technique could be used to develop a customer retention prediction model for the container industry. The results showed that …
Can You Get A Ticket? Adaptive Railway Booking Strategies By Customer Value, Jiana-Fu Wang, Ren-Huei Huang
Can You Get A Ticket? Adaptive Railway Booking Strategies By Customer Value, Jiana-Fu Wang, Ren-Huei Huang
Journal of Public Transportation
This paper integrates a customer segmentation method with a discrete event simulation model to bridge the gap between identifying customer behaviors and using this knowledge to respond to customers and make the best use of resources. Three strategies are proposed and examined to improve the operation efficiency of a ticket-booking system. Their objective is to assist high-value customers in obtaining the tickets they want and/or reduce cancellations and failure-to-pays from low-value customers. Our simulation results demonstrate that the high-value, customer-friendly strategy beats all in assisting high-value customers and simultaneously improves railway operation performance. Additionally, the indirect, low-value customer abandonment strategy …
Customer Retention: Reducing Online Casino Player Churn Through The Application Of Predictive Modeling, Eunju Suh, Matt Alhaery
Customer Retention: Reducing Online Casino Player Churn Through The Application Of Predictive Modeling, Eunju Suh, Matt Alhaery
UNLV Gaming Research & Review Journal
With the potential expansion of legalized online gaming in the United States as well as in the global market, customer retention is critical to the continued growth and success of an online casino. While customer churn prediction can be an essential part of customer retention efforts, it has received very little attention in the gaming literature. Using historical online gaming data, this study examines whether player churn (attrition) can be predicted through an application of a decision tree data mining algorithm called Exhaustive CHAID (E-CHAID). The results of this empirical study suggest that the predictive model based on the E-CHAID …
Big Data Customer Knowledge Management, Joseph O. Chan
Big Data Customer Knowledge Management, Joseph O. Chan
Communications of the IIMA
Knowledge management (KM) and customer relationship management (CRM) are dominant strategies for value creation for businesses in the new economy. Customer knowledge management (CKM) results in the merging of KM and CRM, where the knowledge management process is applied to customer knowledge, and customer knowledge is applied to customer relationship management operations. With the emergence of big data as the latest phase in the evolution of technology in business, CKM strategies need to be adjusted to meet the new challenges, changing from an internal organizational focus to new external channels such as social media and machine communications. This paper explores …
Understanding Cyberspace Addictive Behavior With The Critical Social Theory, Ook Lee
Understanding Cyberspace Addictive Behavior With The Critical Social Theory, Ook Lee
Communications of the IIMA
This paper presents an application of the Critical Social Theory (GST) in understanding cyberspace behavior. CST can be used as one of qualitative methodologies in IS research. However most prior IS research utilized a very narrowly drawn insight from CST without historical and social context considered. This study tries to apply a general concept of CST for the purpose of providing plausible explanation for cyberspace behavior. CST identifies unjust conditions and tries to find the cause through critical reflection, which eventually might lead to emancipation of people. In this paper, a cyberspace behavior case of a relatively developed country where …
Integrating Organisational Change Management And Customer Relationship Management In A Casino, Charlie Chi Cong Mai, Chad Perry, Erwin Loh
Integrating Organisational Change Management And Customer Relationship Management In A Casino, Charlie Chi Cong Mai, Chad Perry, Erwin Loh
UNLV Gaming Research & Review Journal
This research aims to solve the problem: how can casinos manage organizational change programs, and internal and external customer relationship management (CRM) programs? To find a solution, it uses two stages of qualitative methods: convergent interviewing and case research about four departments of a casino in Australia. After a thorough data analysis of documents and interview data, 12 themes were identified and they led to the development of a model of how organizational change management and CRM can be integrated to improve initiatives in organisations such as casinos. The model has seven core elements: vision, key challenge, objective, measure, strategy, …
Crm In Gaming: It's No Crapshoot!, Sudhir H. Kale
Crm In Gaming: It's No Crapshoot!, Sudhir H. Kale
UNLV Gaming Research & Review Journal
CRM, or Customer Relationship Management, though slightly more than a decade old, has become the management craze of the 21st century. Yet, managerial understanding of what CRM is, what it does, how to implement it, and the grounds for success or failure in CRM implementation, seem far from crystallized. This paper looks at why so many CRM endeavors fail, and proceeds to discuss issues critical to CRM's success. CRM projects in casinos will have a higher chance of success if CRM is viewed as a business philosophy and becomes a part of the corporate culture. Appropriate customer strategy, organizational transformation, …