scholarly journals INTERNET FOR RETAIL-A GAME CHANGER FOR RETAIL INDUSTRY

2020 ◽  
pp. 90-96
Author(s):  
Dr. K C Prashanth ◽  
Dr. Veena M
Keyword(s):  
Internet Of Things ◽  
Customer Service ◽  
Customer Experience ◽  
Physical Reality ◽  
Smart Objects ◽  
Unique Identifier ◽  
Consumer Demands ◽  
Customer Services ◽  
Open The Doors ◽  
Physical Phenomena

In the past, the main focus for retailers was that of mass production and sales. These were times when retailers were in the advantage seat as consumer demands were exceeding the actual supply. However, today’s market is different story. The focus of businesses today has shifted to create a great customer experience and give value to the customers, not just selling them products and services. Technology played a crucial role as it has made it easier for customers to be well informed. Hyken(2016) argues that customers today are smarter, hence their expectations are higher than even before. He also added that since large companies have “educated customers of what a great customer service looks like, now customers are have come to expect it” (Hyken, 2016). Lashbrooke(2016) also has his views on this subject as he states that since consumer demands are ever increasing, without a doubt it is creating a shift on the was businesses are conducted. He added that today’s customer needs are “forcing change upon businesses’ out-dated customer services and procedures” (Lashbrooke, 2016). Chang, Dong and Sun (2014)defined customer experience as “the customers’ perceptual and emotional responses brought about in the process of interaction with companies’ products, services and other elements”. Every experience is becoming a digital experience as things that are perceived as being ‘ordinary’ are becoming more intelligent and smart (Gregory, 2015). Hsu and Lin (2016) defined smart objects as a “physical embodiment with communication functionality, possessing a unique identifier, some basic computing capabilities and a way to detect physical phenomena and to activate actions having an effect on physical reality”. The increasing number of smart objects that are connected to the internet have gave rise to the concept of Internet of Things (Hsu and Lin, 2016).Gregory (2015) argues that while the concept of Inter of Things may be seen like a dream and “it is becoming a reality faster than most of us can comprehend”. Retailers that fail to realise such fact will open the doors for their competitors, ending up in losing the competitive advantage in such diverse and complex market. Gierej (2017) argues that Internet of Things is causing companies to redesign their products and services in order to survive in today’s market.

Agricultural Application of Web of Things Architecture

Impact ◽  
2019 ◽  
Vol 2019 (10) ◽  
pp. 61-63 ◽  
Author(s):  
Akihiro Fujii
Keyword(s):  
Internet Of Things ◽  
Agricultural Sector ◽  
Electronic Device ◽  
Specific Work ◽  
Science And Engineering ◽  
Unique Identifier ◽  
Agricultural Application ◽  
Iot Devices ◽  
The Internet Of Things ◽  
Type Pressure

The Internet of Things (IoT) is a term that describes a system of computing devices, digital machines, objects, animals or people that are interrelated. Each of the interrelated 'things' are given a unique identifier and the ability to transfer data over a network that does not require human-to-human or human-to-computer interaction. Examples of IoT in practice include a human with a heart monitor implant, an animal with a biochip transponder (an electronic device inserted under the skin that gives the animal a unique identification number) and a car that has built-in sensors which can alert the driver about any problems, such as when the type pressure is low. The concept of a network of devices was established as early as 1982, although the term 'Internet of Things' was almost certainly first coined by Kevin Ashton in 1999. Since then, IoT devices have become ubiquitous, certainly in some parts of the world. Although there have been significant developments in the technology associated with IoT, the concept is far from being fully realised. Indeed, the potential for the reach of IoT extends to areas which some would find surprising. Researchers at the Faculty of Science and Engineering, Hosei University in Japan, are exploring using IoT in the agricultural sector, with some specific work on the production of melons. For the advancement of IoT in agriculture, difficult and important issues are implementation of subtle activities into computers procedure. The researchers challenges are going on.

Customer Experience: Extracting Topics From Tweets

2021 ◽  
pp. 147078532110475
Author(s):  
Manit Mishra
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Online Shopping ◽  
Customer Experience ◽  
Process Failure ◽  
Shopping Experience ◽  
Social Media Platforms ◽  
Media Platform ◽  
Moments Of Truth

The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.

scholarly journals Optimasi Sistem Penjadwalan Dengan Implementasi Algoritma Welch Powell Pada Sistem Penjadwalan Customer Service Di Gerai Indosat Ooredoo Cabang Kuta

2020 ◽  
Vol 2 (1) ◽  
pp. 79-85
Author(s):  
L.Virginayoga Hignasari
Keyword(s):  
Customer Service ◽  
System Optimization ◽  
Study Data ◽  
Scheduling System ◽  
Service Scheduling ◽  
Customer Services ◽  
Selling Teams ◽  
Graph Form ◽  
Case Study Data

The purpose of this research was to solve the problems related to the optimization of the customer service scheduling system in Indosat Ooredoo Office Kuta Branch by implementing the concept of graph coloring, namely the application of the Welch Powell algorithm. This research was a case study. Data obtained from observations and interviews. The data analyzed is a pre-existing customer service scheduling system. The scheduling system obtained will be analyzed further by using Welch Powell's algorithm to solve problems related to the formation of mobile selling teams and its schedule. Before being analyzed using the Welch Powell algorithm, the scheduling system is represented in graph form. There was a Welch Powell algorithm that is 1) Sort the vertices of G in decreasing degrees; 2) Use one color to color the first node (which has the highest degree) and other vertices that do not match the first node; 3) Start again with the next highest degree node in the ordered list that has not been colored and repeat the process of node transfer using the second color. Based on the results of the analysis, the number of existing customer services can be formed into three teams with alternating mobile selling schedules in one week. This is more efficient than the previous scheduling system that determined the mobile selling team based on the employee's work shift. Based on this, the implementation of the Welch Powell algorithm can solve the problem of scheduling system optimization in the Indosat Ooredoo Customer Service Division of the Kuta Branch theoretically.

scholarly journals Vulnerability analysis and method of selection of communication protocols for information transfer in Internet of Things systems

2021 ◽  
pp. 133-149
Author(s):  
Maryna Kolisnyk
Keyword(s):  
Internet Of Things ◽  
Initial Data ◽  
Information Transfer ◽  
System Analysis ◽  
Communication Protocols ◽  
Critical Systems ◽  
Smart Objects ◽  
Corporate System ◽  
The Given ◽  
Selection Of

The subject of study in the paper is the analysis of technologies, architectures, vulnerabilities and cyberattacks, communication patterns of smart objects, messaging models, and Internet of Things (IoT) / Web of Things (WoT) protocols for solving applied problems of critical and non-critical systems. The goal is to develop a method for selecting messaging models and application-level protocols in non-critical and critical multi-level IoT/WoT systems, provided that the type of access to intelligent objects is initially determined by the initial data, as well as analysis of vulnerabilities and attacks using these protocols. Objectives: to formalize the procedure for choosing communication protocols for IoT/WoT systems; analyze possible vulnerabilities of communication protocols; develop a method for selecting communication protocols for given initial data, depending on the selected type of communication template for smart objects; check practically the proposed method. The methods of research are methods of system analysis. The following results were obtained. The analysis of the features of communication protocols is conducted by comparing the main interrelated characteristics of IoT/WoT, the results of which are presented in the form of a table. A method has been developed for selecting communication protocols, depending on the selected type of communication template. The analysis of possible vulnerabilities of communication protocols and possible attacks using these protocols is conducted. The author has tested the method using the example of a corporate system (Smart House) based on the WoT concept. Findings. The scientific novelty of the results obtained is as follows: the analysis conducted in the paper shows that currently there is no unified approach to the choice of a messaging model and application-level protocols for building IoT/WoT, depending on the selected type of communication template for smart objects. The method for selecting communication protocols for the given conditions (for each IoT system its interaction pattern will correspond, depending on which components interact with each other), improved by the authors of the paper, makes it possible to simplify the task of using separate protocols for given IoT systems, considering vulnerabilities of protocols.

scholarly journals SERVQUAL Method in Retail Service Assessment

2020 ◽  
Vol 50 (2) ◽  
pp. 343-350
Author(s):  
N. Gryaznova ◽  
Olga Konovalova ◽  
Nataliya Pleshkova
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Brand Loyalty ◽  
Customer Experience ◽  
Retail Trade ◽  
Success Factor ◽  
Retail Chain ◽  
Retail Service ◽  
Key Success Factor ◽  
Subsequent Improvement

Introduction. Service quality and variety is currently the key success factor in retail trade. Retail service assessment can improve customer experience. The SERVQUAL method makes it possible to evaluate the service quality and solve the detected problems in customer service, thus securing the brand loyalty. Study objects and methods. The present research was based on a customer service survey conducted among 500 customers of the Lenta hypermarket in Kemerovo (Russia) in 2018. The results of the questionnaire underwent a SERVQUAL analysis. The obtained data on the customers’ needs and the degree of their satisfaction with the hypermarket customer service made it possible to develop recommendations for the retail chain. Results and discussion. The respondents answered three groups of questions: expectations, experience, and importance. The assortment of goods proved to be the most important factor, and there were no complaints in this respect regarding the Lenta retail chain. The attended time was rated second. Its assessment demonstrated a gap between the expectations and the experience (Q = –1.3). Retail space service also proved important; however, this aspect of service quality demonstrated the greatest gap between expectations and experience. Conclusion. The three-part SERVQUAL questionnaire helped to reveal the problems in the organization of the shopping service. The subsequent improvement will be important for consumers and the retail chain.

The Impact of Customer Service, Insurance and Luggage Delivery Towards Logistics Customer Satisfaction in Pandemic Situation

2021 ◽  
Vol 12 (3) ◽  
pp. 4999-5004
Author(s):  
Mohd Fathi Abu Yaziz Et. al.
Keyword(s):  
Customer Satisfaction ◽  
Correlation Analysis ◽  
Customer Service ◽  
Business Model ◽  
Quantitative Method ◽  
Pearson Correlation ◽  
Logistics Industry ◽  
Pearson Correlation Analysis ◽  
Customer Services ◽  
The Impact

As the pandemic of Covid 19 has directly affected the business industry, the business model has changed, including the logistics industry, especially the courier company. Courier company has benefited the most during this pandemic situation as the e-commerce business flourished. Enhanced service by courier company is crucial as stiff competition in the industry. Therefore, this study explores the impact of customer service, insurance, and luggage delivery on logistics customer satisfaction. A quantitative method was employed to analyse the effects of enhanced services of customer services, insurance, and luggage delivery towards logistics customer satisfaction, where 384 responses were collected from respondents identified as active users of courier services for the last 12 months. IBM SPSS was used to analyse the response collected using descriptive, reliability and Pearson Correlation analysis. As a result, it is justifiable that customer service, insurance, and luggage delivery positively impact logistics customer satisfactio

Seeking reliable services: a case of natural gas distribution utility

2021 ◽  
Vol 11 (3) ◽  
pp. 1-21
Author(s):  
Narpat Asia ◽  
Pramod Paliwal ◽  
Yupal Shukla
Keyword(s):  
Natural Gas ◽  
Customer Service ◽  
State Government ◽  
Market Research ◽  
Gas Distribution ◽  
Content Type ◽  
Academic Level ◽  
Customer Segment ◽  
Customer Services ◽  
Functional Teams

Learning outcomes The learning outcome of this paper are as follows: enabling students to learn about business and marketing issues of the natural gas distribution industry. To expose students to organizational processes aimed at finding solutions to customer issues. To make them appreciate the aspects of service quality and SERVQUAL model. To make the students aware of the significance of market research for problem-solving. How to use market research findings to address the customer issues? Enabling the students to learn how cross-functional teams contribute to addressing marketing and customer issues. Students should appreciate how to study towards creating a customer-centric organization with an organization-wide commitment including that from the top leadership. Case overview/synopsis Abhay Shankar, Sr. Manager-Customer Service at Reliable Gas Company Limited a state government piped natural gas (PNG) distribution utility whose customer service department is concerned about the provision of best service to its PNG domestic customers. Domestic customers are low volume but largest in numbers and are considered to be a tough, demanding customer segment. A general opinion among the marketing team of the company is that they are trying their best to serve its customers and that their efforts are no less than their private sector counterpart global gas customer service efforts. Abhay is in dilemma on what to do to improve customer services? Complexity academic level Masters students. Supplementary materials Teaching notes are available for educators only. Subject code CSS: 8 Marketing.

Improving service brand personality with augmented reality marketing

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Daria Plotkina ◽  
John Dinsmore ◽  
Margot Racat
Keyword(s):  
Augmented Reality ◽  
Customer Service ◽  
Brand Personality ◽  
Customer Experience ◽  
Great Opportunity ◽  
Content Type ◽  
Customer Perceptions ◽  
Shopping Orientation ◽  
Service Brand ◽  
Underlying Processes

Purpose Augmented reality (AR) apps offer a great opportunity for brands to provide better service to customers by creating augmented customer service. However, not every AR app is equally effective in improving customer experience. Investigation of underlying processes and brand-related outcomes of AR marketing remains scarce and it is unclear how different types of AR apps influence brand perceptions, such as brand personality. This paper aims to fill in this knowledge gap and provide practical insights on how different AR apps can improve service brand personality. Design/methodology/approach Using an experimental plan, the authors investigate how attitudes towards AR apps contribute to customer perceptions of brand personality (i.e. excitement, sincerity, competence and sophistication) according to two different variables, namely, the location of the AR app (location-specific vs non-location-specific) and its orientation (augmenting the product, brand or store experience). The authors also examine the effect of expected customer experience with the AR app (i.e. playfulness and pleasure) and customer technological innovativeness and shopping orientation as predictors of attitudes towards the AR app. Findings The findings show that non-location-specific and product-oriented AR apps (i.e. virtual try-on apps) receive more positive evaluations and lead consumers to perceive the brand as more exciting, sincere, competent and sophisticated. Moreover, the playfulness and pleasure experienced with the AR app determine consumers’ attitudes towards the app. Additionally, AR apps improve brand personality perceptions amongst more innovative and adventure-focussed shoppers. Originality/value The authors show that brand announcements on high-technology, customer-oriented service offerings are an effective branding tool. Thus, AR apps perceived as pleasant and playful can signal and improve brand personality.

The Acceptance Process of the Internet of Things

2019 ◽  
pp. 21-45 ◽  
Author(s):  
Elodie Attié ◽  
Lars Meyer-Waarden
Keyword(s):  
Internet Of Things ◽  
The Internet ◽  
Smart Objects ◽  
Research Directions ◽  
Consumer Decisions ◽  
Utility Values ◽  
Technology Market ◽  
Main Factors ◽  
And Behaviors ◽  
The Internet Of Things

The internet of things, or the IoT, is progressively and surely invading environments, and is consequently creating new kinds of consumer needs and behaviors. More and more companies are getting involved in this growing field, showing the importance for them to understand this technology market. This chapter aims at studying the acceptance process of the IoT. More specifically, the main factors that influence consumer decisions to accept and use the IoT and smart objects have been tested, such as the ethical, wellbeing, social, and utility values. The importance of each benefit is demonstrated, according to specific targets and to examples of applications. A system of values that represents the promises of the IoT and the central needs of users is also described. Besides, a typology of users should help companies creating or refining targeting strategies and should guide consumers into their acceptance process. Finally, further research directions are discussed.

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