purpose : this study was performed in order to characterize the psychometric properties of the national eye institute visual functioning questionnaire in iranians. methods : after forward and backward translation, examination of the translation quality and a pilot test, 80 patients with various chronic ophthalmic diseases and 30 healthy individuals completed the questionnaire. internal consiste...

ion and levels of abstraction are important concepts in the modeling space, but the terms are rarely used in this paper. The reason is that four kinds of abstraction are part of the modeling space, corresponding A UNIFORM COMPONENT MODELING SPACE Informatica 25 (2001) 475-482 477 to the three dimensions plus views. Instead of using the general ‘abstraction’ term, each kind is discussed in its o...

Service quality and its relationship with customer satisfaction has received considerable academic and business attention in recent years. But the nature of the relationship between these two constructs is not well-explained in the literature. This study used the SERVPERF model as proposed by Cronin & Taylor (1992) to assess perceived service quality in a Vietnamese organization, and then studi...

We consider customer response time minimization in a two-echelon supply chain system with stochastic demand where the first echelon consists of one production plant and the other of one retailer. Traditionally models of this type only seek to minimize traditional operating costs. However, because of the highly competitive nature of the market, it is also essential for the manufacturer to respon...

In this paper, a customer incentive scheme is proposed for retailers to build an effective demand response program over the peak demand period to minimize the financial risk. Firstly, an objective function is formulated based on the market operation and an optimal incentive price is derived from this objective function. Secondly, the incentive price is employed as a part of an incentive scheme ...

Order management is a major component of the order fulfillment process (OFP). The aim of this activity consists in maximizing the responsiveness, flexibility and efficiency of a customer order fulfilment. But what happens in case of shortage? Today, no particular method seems to allow managing bulk orders properly. In situations of stockout, the different actors involved in the OFP may have dif...

The use of Internet as a mean of shopping goods and services is growing over the past decade. Businesses in the e-commerce sector realize that the key factors for success are not limited to the existence of a website and low prices but must also include high standards of e-quality. Research indicates that the attainment of customer satisfaction brings along plenty of benefits. Furthermore, trus...

Purpose – This paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a commercial banking environment. Design/methodology/approach – A conceptual framework encompassing th\e concepts of service recovery, communication, customer satisfaction and customer loyalty in the commercial bank ...

by Michael Fontaine and Eric Lesser The term knowledge management (KM) conjures up a number of images: a customer service representative accessing a database of frequently asked questions; a team of consultants collaborating on a new salary study; or a facilitator capturing the lessons learned from a major marketing initiative. Many firms have undertaken formal and informal knowledge management...

widespread usage of web technology provides an opportunity for business in order to use internet as the tool for management of electronic relationship with costumers. organizations that undertake expense of investment in this field, one of their primary purposes is improvement of satisfaction of costumers. for this reason, in most of organizations which use the system of electronic relationship...