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Article

Xiaolei Yu and Chunlin Yuan

The purpose of this paper is to investigate factors driving consumers’ social media brand experience and its effect on customer equity and customer lifetime value (CLV). A…

Abstract

Purpose

The purpose of this paper is to investigate factors driving consumers’ social media brand experience and its effect on customer equity and customer lifetime value (CLV). A conceptual model is proposed including the variables of product attributes, brand experience, brand attachment, brand trust, customer equity and CLV.

Design/methodology/approach

The proposed research model is analyzed using a survey of 708 South Korean and Chinese consumers.

Findings

The results indicate that utilitarian and hedonic values influence brand experience, and that brand experience directly influences brand attachment, brand trust and customer equity drivers. There is a positive relationship between brand attachment and trust. As a customer equity driver, brand equity has a positive effect on CLV.

Originality/value

This study sheds light on how brand experience in social media can improve customer equity. It contributes to the theory of brand experience and customer equity as well as smartphone product marketing strategies. From a managerial perspective, guidelines are provided for firms to implement value communication activities using social media, and to maintain and increase their CLV.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 31 no. 5
Type: Research Article
ISSN: 1355-5855

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Article

Hamed Shamma and Salah Hassan

Most benchmarking methods are based on comparing financial and operational indicators with that of the leader in the market. Financial and operational indicators may not…

Abstract

Purpose

Most benchmarking methods are based on comparing financial and operational indicators with that of the leader in the market. Financial and operational indicators may not be sustainable in facing the speed and competitiveness of today's marketplace. The purpose of this paper is to propose a dynamic customer‐driven benchmarking approach that captures changes in customer perceptions and expectations and subsequent changes in service standards set by experienced customers as best practice.

Design/methodology/approach

This paper is based on examining the current literature on benchmarking and suggesting a new approach for benchmarking that puts the experienced customer as the standard for benchmarking. The customer‐driven benchmarking approach is one that will ensure that companies are continuously improving and advancing their values to meet the needs of the sophisticated and demanding customers.

Findings

The use of customer‐driven benchmarking will not only provide a clear direction and methods for learning from customers by initiating value‐added services that exceed their expectation, but moreover, help to sustain a company's performance and competitiveness in the long‐term.

Originality/value

Benchmarking performance against competitors on the basis of financial and operational indicators may not guarantee a sustainable competitive edge. This paper highlights the importance of customer‐driven benchmarking as a strategic approach for a sustainable market performance, emphasizing the standards set by “experienced customers as best practices”.

Details

Benchmarking: An International Journal, vol. 20 no. 3
Type: Research Article
ISSN: 1463-5771

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Article

George Rust, Morna Gailor, Elvan Daniels, Barbara McMillan‐Persaud, Harry Strothers and Robert Mayberry

The purpose of this paper is to pilot‐test the feasibility and impact of protocol‐driven point‐of‐care HbA1c testing on levels of glycemic control and on rates of diabetic…

Abstract

Purpose

The purpose of this paper is to pilot‐test the feasibility and impact of protocol‐driven point‐of‐care HbA1c testing on levels of glycemic control and on rates of diabetic regimen intensification in an urban community health center serving low‐income patients.

Design/methodology/approach

The paper suggests a primary care process re‐design, using point of care finger‐stick HbA1c testing under a standing order protocol that provided test results to the provider at patient visit.

Findings

The paper finds that the protocol was well received by both nurses and physicians. HbA1c testing rates increased from 73.6 percent to 86.8 percent (p=0.40, n=106). For the 69 patients who had both pre‐ and post‐intervention results, HbA1c levels decreased significantly from 8.55 to 7.84 (p=0.004, n=69). At baseline, the health center as a system was relatively ineffective in responding to elevated HbA1c levels. An opportunity to intensify, i.e. a face‐to‐face visit with lab results available, occurred for only 68.6 percent of elevated HbA1c levels before the intervention, vs. 100 percent post‐intervention (p<0.001). Only 28.6 percent of patients with HbA1c levels >8.0 had their regimens intensified in the pre‐intervention phase, compared with 53.8 percent in the post‐intervention phase (p=0.03).

Research limitations/implications

This was a pilot‐study in one urban health center. Larger group‐randomized controlled trials are needed.

Practical implications

The health center's performance as a system, improved significantly as a way of intensifying diabetic regimens thereby achieving improved glycemic control.

Originality/value

This intervention is feasible, replicable and scalable and does not rely on changing physician behaviors to improve primary care diabetic outcomes.

Details

International Journal of Health Care Quality Assurance, vol. 21 no. 3
Type: Research Article
ISSN: 0952-6862

Keywords

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Article

Keith Hurst

Abstract

Details

International Journal of Health Care Quality Assurance, vol. 21 no. 3
Type: Research Article
ISSN: 0952-6862

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Article

Cleo Schmitt Silveira, Marta Olivia Rovedder de Oliveira and Fernando Bins Luce

The purpose of this paper is to explore the differences and similarities between two methods/models for estimating customer equity (CE): one using behavior-based data and…

Abstract

Purpose

The purpose of this paper is to explore the differences and similarities between two methods/models for estimating customer equity (CE): one using behavior-based data and one using market-based data.

Design/methodology/approach

Two separate analyses of the same market scenario (telecom industry) were conducted, by applying the CE estimation method from Rust et al. (2004) and the CE model from Gupta et al. (2004).

Findings

Different methods/models can produce similar estimates, which corroborates the defense of an integrated multi-method approach to evaluating CE. In addition, they each provide different benefits. The behavioral data model provides identification of CE drivers and assists in the task of marketing resource allocation, the market-based data model is simple and easy to implement and is recommended in cases when CE is used as a financial indicator.

Originality/value

This paper contributes to the CE literature in the following ways. First, it demonstrates the possibility of obtaining similar estimates of CE using distinct types of data and data collection procedures, and with two different estimation methods/models. Second, it confirms that either model allows firms to compute the expected market capitalization at any given time using customer and financial information. Third, it demonstrates the convergent validity of these two methods/models for estimating CE for either public or private companies, thus legitimizing the comparison of their respective CE values, regardless of the type of source data or estimation formula used.

Details

Marketing Intelligence & Planning, vol. 35 no. 5
Type: Research Article
ISSN: 0263-4503

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Article

S. FRED CALHOUN and GEORGE P. MURPHY

This paper is a summary of the work done at Rock Island Arsenal on additives for greases. It covers antioxidants, antiwear and extreme pressure agents and rust preventive…

Abstract

This paper is a summary of the work done at Rock Island Arsenal on additives for greases. It covers antioxidants, antiwear and extreme pressure agents and rust preventive additives. No attempt is made to list the results of all additives tested. Instead the additives are divided into groups of related compounds and the results of typical, ones given. A general evaluation of each group as a whole is given, Classes of compounds which proved good as antioxidants were metal dithiocarbamates, amino‐phenyl ethers, phenylene‐diamines, methane derivatives and certain hindered phenols and di‐substituted amines. The temperature barrier was the major obstacle for the anti‐oxidants and only 9 of the 100 or so which were effective at 21()°F, were equally effective at 250°F. Sulfur, chlorine, and lead‐containing additives were the best for extreme pressure improvement. Those containing only phosphorous were belter for antiwear. Improvements in both properties could be obtained by mixing the additives. Improvement in either property seemed to depend, more upon the type of compound than upon the responsible element. For example, all sulfur containing compounds were not equal in extreme pressure properties. Some of the antiwear and extreme pressure additives were tested for their ability to reduce fretting corrosion. Results indicate that sulfur containing compounds reduce fretting while, compounds containing only phosphorous increased it. Results are given which indicate that molybdenum disulfide added to greases is detrimental to wear at lower loadings. It does improve the extreme pressure abilities of the grease. Us presence in a grease increases the rusting tendencies of greases unless an antirust agent is also present.

Details

Industrial Lubrication and Tribology, vol. 15 no. 3
Type: Research Article
ISSN: 0036-8792

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Book part

Thomas M. Keck and Kevin J. McMahon

From one angle, abortion law appears to confirm the regime politics account of the Supreme Court; after all, the Reagan/Bush coalition succeeded in significantly…

Abstract

From one angle, abortion law appears to confirm the regime politics account of the Supreme Court; after all, the Reagan/Bush coalition succeeded in significantly curtailing the constitutional protection of abortion rights. From another angle, however, it is puzzling that the Reagan/Bush Court repeatedly refused to overturn Roe v. Wade. We argue that time and again electoral considerations led Republican elites to back away from a forceful assertion of their agenda for constitutional change. As a result, the justices generally acted within the range of possibilities acceptable to the governing regime but still typically had multiple doctrinal options from which to choose.

Details

Studies in Law, Politics, and Society
Type: Book
ISBN: 978-1-78635-076-3

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Article

Geigy Co. Ltd. Stand 75. Diversified application of benzotriazole as a corrosion inhibitor specifically for copper and its alloys is the main theme of Geigy's stand.

Abstract

Geigy Co. Ltd. Stand 75. Diversified application of benzotriazole as a corrosion inhibitor specifically for copper and its alloys is the main theme of Geigy's stand.

Details

Anti-Corrosion Methods and Materials, vol. 9 no. 11
Type: Research Article
ISSN: 0003-5599

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Article

R.P. George, U. Kamachi Mudali and Baldev Raj

The purpose of this paper is to study the metal-Microbe interaction playing a crucial role in microbiologically influenced corrosion (MIC) and biofouling of materials in…

Abstract

Purpose

The purpose of this paper is to study the metal-Microbe interaction playing a crucial role in microbiologically influenced corrosion (MIC) and biofouling of materials in cooling water systems. Treatment regimens should be planned based on this understanding.

Design/methodology/approach

Attempts were made in the past decades to characterize and understand biofilm formation on important power plant structural materials such as carbon steel (CS), stainless steel (SS) and titanium in fresh water and in seawater to achieve better control of biofouling and minimize MIC problems.

Findings

This report presents the results of detailed studies on tuberculation-formed CS because of the action of iron-oxidizing bacteria and the effects of algae- and bacteria-dominated biofilms on the passivity of SS. The preferential adhesion of different bacterial species on SS under the influence of inclusions and sensitization was studied in the context of preferential corrosion of SS weldments due to microbial action. Detailed characterization of biofilms formed on titanium (the likely condenser material for fast breeder reactors) after exposure for two years in Kalpakkam coastal waters revealed intense biofouling and biomineralization of manganese even in chlorinated seawater. Studies on the effectiveness of conventional fouling control strategies were also evaluated.

Originality/value

The detailed studies of different metal/biofilm/microbe interactions demonstrated the physiological diversity of microbes in the biofilms that were formed on different materials, coupling their cooperative metabolic activities with consequent corrosion behaviour. These interactions could enhance either anodic or cathodic reactions and exploit metallurgical features that enhance biofilm formation and/or the capacity of microbes to mutate and overcome mitigation measures.

Details

Anti-Corrosion Methods and Materials, vol. 63 no. 6
Type: Research Article
ISSN: 0003-5599

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Article

David D. Ginsburg

It's been three years since my previous survey in RSR. Superb reference books in pop music have been appearing so frequently that I've been having trouble keeping up…

Abstract

It's been three years since my previous survey in RSR. Superb reference books in pop music have been appearing so frequently that I've been having trouble keeping up. Let's hope “next year's” survey will only be 12 months in the making and not 36.

Details

Reference Services Review, vol. 9 no. 2
Type: Research Article
ISSN: 0090-7324

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