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Really new products (RNP) run the risk not only of technical problems in the development process, but also of problems with customer acceptance. Because market uncertainty in particular is frequently high, many top management teams defer essential management decisions on these products until sufficient information is available to be able to make a sound decision. In many cases, however, the market is already been divided up by that time. The purpose of this paper is to examine how better information about customers can be acquired by providing them with a better offering of information which has been prepared in a variety of forms (“information acceleration”) and how management decisions can be improved as a result.

The paper is based on modern models for decision making under uncertainty that incorporate group decisions, and shows how the measurement of purchasing behavior can be improved by information acceleration in a test studio. This is needed because customers generally cannot draw on mentally established analogies in the case of RNP, so that they are virtually unable to make meaningful statements that would improve strategic management decisions when completing standard customer surveys. A test studio was set up in the form of a Car Clinic for the example of a future electric vehicle as a RNP. 121 customers were to be offered a wide variety of information (about the future urban environment, the design of the vehicle concept and the driver’s experience), partly in order to acquire information about the customers. In particular, the extent to which customers could better evaluate their purchasing probability and willingness to pay certain prices and the extent to which the variance of customer opinions was reduced after attending the Car Clinic were examined, because these factors make it easier to forecast future sales revenue and management decisions can be made more easily.

The results reveal that information acceleration in a test studio can improve the estimation of sales revenue in an early decision-making phase and can have a positive influence on decision-making behavior under uncertainty.

This study provides an empirical, valuable step toward an investigation of management decisions on RNP under uncertainty.

Emerging technologies are becoming vital in the very process of innovation. Companies need to be updated to the latest technologies to offer their premium services to customers as well as meet their expectations. In the medical sector, it is a challenge to sustain superiority in service due to a high level of competition and the challenges arising from different forces. Liberty Dental Clinic (LDC), a premium clinic in dental services and solutions, based in the UAE, was able to maintain a premium presence in Dentistry due to a series of developmental thoughts and efforts. It was able to invest and utilize new innovative technologies which many organizations lacked such as implementing the most contemporary Artificial Intelligence “4 Robots” in the Clinics. Creating a pathway for a satisfactory customer journey was embedded at all levels of the hierarchy in the Clinic and customer touchpoints. Using a case study methodology, the drivers behind the success and uniqueness of LDC have been discussed including Leadership, Quality Management, Risk Management, Internal & External Marketing Strategy, Corporate Social Responsibility, Sustainability, Technology and Innovation.

The purpose of this paper is to identify critical personality traits affecting and influencing buying behaviour in high involvement consumer durables. It also intends to guide practitioners in selecting appropriate marketing frameworks, consumer segments and processes considering the characteristics of consumer behaviour in developing economies.

It systematically reviews the literature on consumer personality traits, its measurement and related consumer buying behaviour. It uses data collected from potential car buyers at various car showrooms across the Indian subcontinent. The authors have worked with the online survey firm Qualtrics, to gather a data set of 328 car purchase intenders’ responses to their validated survey. The model was tested using the SmartPLS.

The personality traits of imagination, agreeableness and social factors positively influenced attitude towards automobiles with advanced technology. Further, in line with the theory of planned behaviour, it is seen that a positive attitude towards advanced technology and design for automobiles makes a person more willing to pay for the same.

The study is confined to consumers intending to purchase a car, who are Indian residents.

It adds to the comparatively lesser body of study on the impact of personality traits on intentions and attitudes in high involvement consumer durable purchases. Further, it serves as an empirical examination of the adoption of new technologies, in the context of high involvement consumer durables. For practicing managers, it provides a reference for deciding future development directions and approaches related to the effective market launch strategies and commercialization of advanced technology automobiles in India.

The article’s primary goal is to identify areas requiring improvement in the activities of healthcare entities, suggest directions for future changes, and indicate the strengths and weaknesses of the clinic’s operation based on patients’ opinions. Subjectively expressed opinions of patients are treated as acceptance of the current state of affairs or the need to introduce changes in a given area.

The empirical research was based on information obtained from questionnaire surveys on patients’ opinions about services provided by medical entities. The hypothesis was verified by research conducted in 23 (out of 50 possible) the most dynamically developing non-public healthcare institutions in one of the regions of Poland. The conducted research was based on a proprietary survey using questions on qualitative and quantitative scales.

The results of empirical research allowed us to identify areas requiring improvement and to propose future directions of changes in the surveyed units. The suggested changes should significantly improve efficiency in the organisation and management of a health facility, focused on medical effectiveness and patients’ health effectiveness.

From a broader perspective, research results may become a starting point for further considerations on changes in the organisation and management of healthcare facilities. Using the study’s conclusions in practice may positively affect the improvement of the functioning of healthcare facilities, their better reputation and contribute to increasing competitiveness in the medical services market.

One of the most unexamined assumptions marketing firms have made in recent years is that satisfaction alone will guarantee customer loyalty. Our research questions this assumption. We explored the correspondence between customer satisfaction and loyalty, and found as many as half of the “satisfied” customers to be predisposed to switching service suppliers. This satisfaction‐loyalty gap reflects the fact that different components of service quality drive satisfaction versus loyalty. Satisfaction is driven more by “technical quality” (the quality of the work performed) than by “functional quality” (how the service work was delivered); however, once satisfaction is achieved, loyalty is driven more by functional than by technical quality. This is the pattern of influence for a “low contact” (where customers’ direct contact with service providers is absent or marginal) service. For a “high contact” service, the pattern of influence is exactly the reverse. Of significant importance to service managers, the paper explains the dynamics of loyalty versus satisfaction and derives their managerial implications.

Digitalization is changing the assets, competencies, and value creation of the customer insight function. New data sources, methods, and technologies provide an unprecedented wealth of data and opportunity for efficiency. At the same time, it is leading to an evolution in necessary capabilities such as data synthesis, networking, and constant learning. Changes in the means of value creation have included automation of insights, more frequent evaluation of business results, and more emotional inspiration. Customer insights in the machine age drive customer centricity and go beyond the descriptive research function of previous “market research” within companies.

WE WERE watching television recently. It was a Youth programme and an out‐of‐work young man (indeed, it appeared that he had never been employed since leaving school) said bitterly “The Government should find us jobs….”

To point out the limitations of on over‐scientific approach to branding.

Discussion of case studies in a philosophical theoretical framework.

“Getting close to the customer” is a flawed concept. Rather the emphasis should be on people and the nature of relationships.

Brand managers should become unified with the customer rather than thinking they are close to the customer through the abstraction of market research.

Points out that credibility is not derived from statistical analysis alone, but through a genuine and deep understanding of the customer.