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Examination of Satisfaction Level of Bank Service Customers Using Servqual Model

Abstract

Customers, their needs, wishes and expectations have to be in the focus of each market-oriented enterprise, whose aim is to survive and develop in the conditions of continuous changes of environment and pronounced degree of competence. The aim of this paper is to emphasise the importance of customer satisfaction linked to service quality using theoretical survey and empirical research, point to factors that influence its level and present the measurement models in order to provide adequate reaction of the enterprise. Special attention is paid to the examination of relationship between the customer satisfaction, expectations, loyalty and service quality. The establishment and maintenance of long-term relationships based on high level of satisfaction through delivery of superior service quality leads to customer loyalty, whereby loyalty is a precondition for repurchase and realisation of business success of an enterprise. Since banking sector is extremely turbulent and characterised by strong competition, the empirical research conducted by the author using SERVQUAL model is aimed at examination of the satisfaction level of bank service customers and consequently making relevant recommendations and conclusions.

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Does Concentration Matter for Bank Stability? Evidence from the Albanian Banking Sector

N., and Christa H.S. Bouwman. (2013) “How Does Capital Affect Bank Performance During Financial Crises?.”, Journal of Financial Economics, 19,146-176. 5. Boot, Arnoud W.A., and Anjan V. Thakor. (2000) “Can Relationship Banking Survive Competition.” The Journal of Finance, 55(2), 679-713. 6. Boyd, John H., Gianni De Nicolo, and Bruce D. Smith. (2004) “Crises in Competitive versus Monopolistic Banking Systems”, Journal of Money, Credit and Banking, 36(3), 487-506. 7. Boyd, John H. and Gianni De Nicolo. (2005) “The

Open access
TDABC for a manufacturing environment: A case study

, & Needy, 2004). So many small scale-manufacturing industries are still using traditional costing systems. The majority of traditional cost systems use an arbitrary method of either a single plant wide overhead rate or several departmental overhead rates according to output volume to allocate factory overhead cost to products or services ( Sheu & Pan, 2009 ). But to survive in this cut throat competition, small scale manufacturing industries need a system that can be used for performance measurement. Information produced by ABC is mostly in such a form, that it can be

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in Tékhne
The Functioning of Small and Medium-Sized Enterprises in Conditions of Economic Stability

Abstract

Modern companies operate in an unstable environment. This requires management of the companies to undertake adjusting measures that will enable companies to survive and achieve competitive advantage. Increasing the risk of doing business has prompted the author to undertake empirical studies of the SME sector and to identify the types of risks faced by entrepreneurs. The article presents the results of empirical studies and contains conclusions that may serve as an advice for the SME sector

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The Art of Creating Attractive Consumer Experiences at the Right Time: Skills Marketers Will Need to Survive and Thrive

Abstract

New technologies have made today’s marketing faster, more mobile, more location-based, more digital, more virtual, and more automatized than ever. In this new world, marketers need to be “real-time relevant” – to gain awareness, to change perceptions and to spur action. They need to have their content in the right channel, format, time and context – from a consumer’s perspective. Only then do they at least have a chance of the consumer attending to the information and being influenced by it. In such an environment new skills and competences are required. The amount of available data has virtually exploded. To gain any perspective or apparent “control” in these environments, successful managers must embrace the complexity and learn to analyze, integrate and interpret all this data. A critical skill for marketers will be to identify the metrics that best reflect the desired outcomes of the organization and that sufficiently reflect specific indicators of critical processes. Furthermore, insights from other disciplines such as architecture, design, information-processing, biology or engineering will be important for creating customer experiences. The marketer of the future will need to be supremely curious and creative and to balance and integrate different worlds. It will all come down to delivering memorable and lasting experiences in a constantly and fast changing environment.

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Areas of industrial damages in upper Silesian industrial region versus recultivation or revitalization ?

Abstract

Areas of industrial damages require elaborating efficient methods of reclamation and revitalization. A region of Poland, where process of degradation is particularly visible is Upper Silesian Industrial Region. Areas in the zone of many-years influence of Huta “Miasteczko Śląskie” are characterized by norm-exceeding concentration of heavy metals. The area in its direct surrounding was defined as industriogeneous desert. In 2017 on three designated testing grounds with diversified degree of contamination (see: map) of joint area of 1.5 ha, planted were jointly 6550 seedlings of chosen species of trees and bushes which were likely to survive in those conditions. In the first vegetative season, despite extremely long-lasting drought and high temperatures, the seedlings showed high survivability. It amounted 82% on industriogeneous desert (testing ground C) and 90-95% on forest testing grounds (A and B). Maples stood out among other trees with proper development and condition. The highest seedlings, especially mountain ash, birch and European red elder already in August had burnt top shoots and numerous necroses on leaves. Introduction of plants – hyperaccumulators of heavy metals, especially on industriogeneous desert will influence positively on condition and development of seedlings in future vegetative seasons.

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Reflections of intercultural communication from the perspective of a foreign teacher

Abstract

The challenges of the globalized world, the constant progress of science and technology increasingly lead to a state of interdependence between countries which should lead to intercultural relations generate an attitude of respect for diversity with a more humane vision of life to work in international teams. Universities as organizations embedded in the dynamics of globalization offer academic programs with international or multicultural approach that encourage the development of skills, aptitudes and values according to international defendant. To do this, the recruitment of foreign personnel becomes imperative in meeting planned objectives, so the challenge of foreign teachers is presented to be inserted in different cultural environments transcend and reach their educational work in the formation of their students. The aim of this paper is to offer some reflections on the importance of intercultural communication product born of the increasing mobility of teachers who face the challenge of surviving in a country with different culture.

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Motives for Going International and Entry Modes of Family Firms in Poland

Abstract

Currently, the internationalisation of family businesses (FBs) is an increasingly important research area. Substantial numbers of FBs are forced to expand into foreign markets in order to survive and grow in the competitive environment. However various research findings show that internationalisation of FBs may proceed differently than in the case of firms with different ownership structure. The article is both theoretical and empirical. In the theoretical part it focuses on theoretical concepts of firm internationalisation and specifics of internationalisation of FBs, especially their motives for going international. In the empirical part the quantitative approach was adopted. The results of the survey are presented on the sample of 216 firms, including 88 FBs (were investigated with the use of a survey questionnaire). Then, the statistical analysis is carried out.

Open access
Reverse Innovation and Intercultural Management Aspects

Abstract

In today’s changing and competitive environment, innovation is crucial for the survival of any business in the marketplace. Globalization has brought both opportunities and challenges for companies in emerging economies. The intense competitive environment is compelling these companies to innovate, so as to sustain and survive. That is why the emerging market economies are transforming into centers of innovation. These innovations associate with low-cost products like health care devices, wind power, micro finance, electric cars and many more. Multinational companies used to launch new products in the developed world and later on sell the stripped-down version of products to developing parts of the world. Since a few years ago this proces is changing its direction in an opposite way. Innovations initially launched in developing countries are introduced to advanced countries (reverse innovations). This kind of actions make the managers to change the management models of their companies and deal with different intercultural aspects. The aim of this article is to present the reverse innovation idea and typology and identify the most important intercultural aspects in their management.

Open access
Reinventing the Retailer: Retaining Relevance and Customer Access

Abstract

The retail sector is evolving from a structurally rather rigid and somewhat un-emotional mainstay in the economy to a most dynamic field where old business models cease to exist, and new business models and players are bustling. As more and more customers prefer the convenience of internet-based shopping and direct-to-home delivery, many traditional retailers are forced to break fresh ground.

Today, retailers must achieve relevance and meaning in the daily life of consumers and develop significance beyond the interaction in the store. They have to be easily accessible both physically and digitally. Retailers still need to fulfill the classic retail functions but on top they need to develop digitally-enabled value creation sources. How well they succeed in implementing automation, individualization, life-embeddedness, interaction as well as transparency and control will determine whether they will persist in the new retailing environment. Only those retailers will survive who are able to translate the new value adds into meaningful and positive experiences that last beyond the purchase itself.

Open access