Automation of Detection and Fault Management Response of Common Last-Mile Loss-Of-Connectivity Outages Within the Access Network

The article to assesses whether it may be possible to recommend a solution to enable automation of the process of detection and fault management of common conclusive loss-of-connectivity last-mile outages, within the access network. To ascertain the utility of the research, UK based MPLS VPN managed service providers, their fault management staff and their business customers, were surveyed using online questionnaires for their views. UK public Internet users were additionally surveyed via five UK Internet forums. UK communication providers offering MPLS VPN solutions were characterised. Access network connectivity technologies and fault management functions were compared, contrasted and analysed. An aspiration for the solution to be beneficial to the largest potential population, meant that current non-proprietary Internet Standard technologies were selected, justified and identified which could be recommended for use. It was found that of the participating survey respondents, two-thirds were in favour of automation. Many current communication provider processes were found to be mostly automated. The article concludes with recommendations of how an automated solution could potentially be enabled. This involves further use of business-to-business interfacing between communication providers, automation of their Fault Management Systems and introducing Bi-Directional forwarding for detection between last-mile active network elements.

Investigating the Critical Success Factors of Artificial Intelligence-Driven CRM in J. K. Tyres

AI-powered technologies allow online B2B companies to serve their customers with accurate and relevant information, 24/7. For example, they experience an increase in requests for information from customers on such aspects as product availability, features, or other services. The chapter aims to explore artificial intelligence in B2B business. The study employed qualitative research, and the data was collected through a focus group for data collection. An AI-powered chatbot enhanced with natural language processing and understanding conversationally-worded requests could instantaneously provide this information without a human representative. This is vital as the added uncertainty around the pandemic means business customers seek real answers and ways to adapt and fast. The findings suggest the critical success factors of AI-driven CRM in B2B markets. The limitations of the study include the data collection being restricted to one B2B company. The implications are that further study can be extended for exploring AI-based CRM in B2B markets.

Platform Service Offering to Business Customers: Strategic Considerations in Engendering Seller Use of Marketing Tools

Strategic consideration of competitor and consumer reactions in third-party sellers’ use of marketing tools on e-commerce platforms.

What Is the Customer Value of the Circular Economy? Cross-Industry Exploration of Diverse Values Perceived by Consumers and Business Customers

A growing number of companies provide CE products, technologies, services, and solutions, and similarly, an increasing number of researchers have analyzed sustainable and CE business models providing knowledge about CE technology businesses. However, this research has focused almost solely on the providers’ perspective on CE business and offerings, remaining silent on the customer perspective. Therefore, this study contributes by focusing on the customer value of CE innovations and solutions, conducting an explorative qualitative multiple-case investigation among customers of diverse CE businesses, and mapping diverse customer value dimensions, including economic, functional, emotional, and symbolic, and comparing them as perceived by consumer and business customers. The findings show that the functional value of CE offerings dominates. We develop conceptual maps for CE customer value for a theoretical understanding of the CE from the customer perspective and provide insights for managers to assert the value of their CE solutions.

Value cocreation in new service development: a process-based view of resource dependency

Purpose This study aims to examine value cocreation in terms of interfirm collaborations between service firms, their business customers and business partners at different stages of a new service development (NSD) process. Design/methodology/approach The study develops and tests hypotheses that examine the roles played by business customers and partners in NSD, assuming resource dependency of the focal firm during three NSD stages (ideation, development and deployment). Empirical data were collected from 200 NSD projects and structural equation modelling was used to test the hypotheses. Findings The results show that business customer collaboration has a positive effect on ideation performance and development performance, whereas business partner collaboration has a positive effect on deployment performance. These finding support the notion that the value cocreating roles of business customers and partners vary across NSD stages. Research limitations/implications Future research should focus on how business partners can be actively involved in the NSD process and how the interests of different parties can be safeguarded. The use of longitudinal data will allow a better examination of the process dynamics. Practical implications The study provides managerial implications for service managers in terms of acquiring and allocating resources needed from business customers and partners during different NSD stages. Originality/value The study contributes to the growing literature on value cocreation in NSD by empirically demonstrating the respective performance contributions of business customers and partners during different stages of NSD. Moreover, the results also shed light on interfirm collaboration mechanisms from the perspective of resource dependence theory.

Enhancing customer loyalty through product innovation and perceived value

This study aims to investigate the factors considered as important by consumers of Batik fabric created by entrepreneurs in Bekasi, West Java, Indonesia, and the relation to the customer satisfaction level. This research is quantitative research where data were collected using self-administered questionnaires distributed in the Bekasi district in West Java province. To test the relationship modeling between variables, this study used Structural Equation Modeling using Amos 16.0 software. Data were collected using questionnaires which distributed to respondents targeted with the help of enumerators. The results show that innovation and perceived value can increase customer satisfaction, which then has an impact on increasing customer loyalty and trust. In other words, customer satisfaction only serves as a bridge between innovation and perceived value with customer loyalty and trust. This is because there is no direct influence between innovation and perceived value on customer loyalty. Customer loyalty is an important aspect for Batik entrepreneurs in Bekasi in developing their business. Customers are satisfied with what they get from the innovative efforts of entrepreneurs in Batik production in Bekasi. This indicates that customer satisfaction can increase customer loyalty and trust to use a particular product.

Business models for tourism and airlines will change

Significance The initial answers will come from the leisure segment, which is set to recover faster than business travel. For major airlines, reliance on business customers and travel hubs are potential vulnerabilities. Impacts COVID-19 has sparked interest in domestic tourism, but many places, especially the Mediterranean, still rely on good accessibility by air. Different providers will offer more simplicity as well as boutique experiences; both will be attractive to different clienteles. Addressing environmental concerns does not necessarily mean leisure air travel must suffer; sustainable smart solutions can be developed.

Designing a Multi-Stage Transport System Serving e-Commerce Activity

In this paper, the author designs an e-commerce transport system, which covers the locations of producers’ facilities, distribution warehouses, and the business customers and deliveries among them. The study aims to identify the best locations for warehouses to increase efficiency in multi-stage transport systems. To reach this goal, the author revises distance metrics and suggests a methodological framework useful for warehouse location selection and practical applications. The empirical research is delivered by selecting a warehouse location using the maximal coverage model and mandatory closeness distance condition. After analyzing four warehouses’ alternatives, results are presented by applying various distance metrics. The results show that the selection of the location of the main warehouse depends on the level of returns that are defined by using the Mersenne Twister algorithm, and the distance calculation metrics representing differences in ranking. By the end of the study, the recommendation is given to apply the presented methodological approach for decision-makers seeking to improve service distances where decisions are made using path-based service distance criteria. The increase of efficiency is important from a policy development perspective, as findings of the study could help to reduce transport delivery costs for customers.