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DIGITAL MARKETING IN THE AGE OF IOT: A REVIEW OF TRENDS AND IMPACTS 物联网时代的数字营销:趋势与影响综述
Pub Date : 2024-01-13 DOI: 10.51594/ijmer.v6i1.712
Gold Nmesoma Okorie, Chioma Ann Udeh, Ejuma Martha Adaga, Obinna Donald Daraojimba, Osato Itohan Oriekhoe
This paper presents a comprehensive review of the evolving landscape of digital marketing in the era of the Internet of Things (IoT). As IoT technology continues to permeate various aspects of daily life, its influence on digital marketing strategies and consumer engagement has become a pivotal area of study. The aim of this review is to elucidate the trends and impacts of digital marketing in the context of IoT, offering insights into how this integration is reshaping marketing practices. Employing a systematic methodology, we analyzed current literature and case studies to identify key trends in IoT-driven digital marketing. Our study reveals that IoT offers unprecedented opportunities for marketers to gather real-time data, enabling more personalized and context-aware marketing strategies. We discuss how IoT devices, such as smart home appliances, wearables, and connected vehicles, are becoming new channels for digital marketing, allowing for more direct and interactive consumer engagement. The paper also delves into the challenges and ethical considerations that arise with IoT in digital marketing, including privacy concerns and data security. We highlight the need for robust regulatory frameworks to safeguard consumer interests in this rapidly evolving landscape. Our findings indicate that IoT is not only enhancing the efficiency and effectiveness of digital marketing but also transforming the consumer experience. This integration is leading to more dynamic, responsive, and personalized marketing approaches, fundamentally altering the relationship between brands and consumers. The paper concludes with recommendations for future research and practical implications for marketers aiming to leverage IoT in their digital strategies. Keywords: Digital Marketing, Internet of Things (IoT), Consumer Engagement, Data-Driven Strategies, IoT Technologies, Marketing Innovations.
本文全面回顾了物联网(IoT)时代不断演变的数字营销格局。随着物联网技术不断渗透到日常生活的方方面面,它对数字营销战略和消费者参与的影响已成为一个关键的研究领域。本综述旨在阐明物联网背景下数字营销的趋势和影响,深入探讨这种整合如何重塑营销实践。我们采用系统的方法,分析了当前的文献和案例研究,以确定物联网驱动的数字营销的主要趋势。我们的研究表明,物联网为营销人员收集实时数据提供了前所未有的机会,使他们能够制定更加个性化和情景感知的营销策略。我们讨论了智能家电、可穿戴设备和联网汽车等物联网设备如何成为数字营销的新渠道,从而实现更直接、更互动的消费者参与。本文还深入探讨了物联网在数字营销中带来的挑战和道德考量,包括隐私问题和数据安全。我们强调,在这一快速发展的环境中,需要强有力的监管框架来保障消费者的利益。我们的研究结果表明,物联网不仅提高了数字营销的效率和效果,还改变了消费者的体验。这种整合带来了更动态、更灵敏、更个性化的营销方式,从根本上改变了品牌与消费者之间的关系。本文最后提出了对未来研究的建议,以及对营销人员在其数字战略中利用物联网的实际意义。关键词数字营销、物联网(IoT)、消费者参与、数据驱动战略、物联网技术、营销创新。
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引用次数: 0
EVALUATING THE EFFICACY OF TECHNOLOGY INCUBATION CENTRES IN FOSTERING ENTREPRENEURSHIP: CASE STUDIES FROM THE GLOBAL SOUT 评估技术孵化中心在培养创业精神方面的功效:来自全球的案例研究
Pub Date : 2024-01-05 DOI: 10.51594/ijmer.v6i1.695
Simon Kaggwa, Tochukwu Onunka, Prisca Ugomma Uwaoma, Okeoma Onunka, Andrew Ifesinachi Daraojimba, Nsisong Louis Eyo-Udo
This study conducts a comprehensive evaluation of the effectiveness of Technology Incubation Centres (TICs) in nurturing entrepreneurship, focusing on case studies from diverse regions of the Global South. With the growing emphasis on innovation and technology-driven economic development, TICs have emerged as vital entities in fostering entrepreneurial ecosystems. The research employs a mixed-methods approach, combining quantitative analysis and qualitative case studies. The quantitative aspect involves assessing key performance indicators, including startup success rates, job creation, and financial sustainability of TICs. Qualitative investigations delve into the nuanced experiences of entrepreneurs, exploring the support mechanisms provided by TICs, challenges faced, and the overall impact on their ventures. The case studies span various contexts within the Global South, encompassing regions with differing economic, social, and cultural landscapes. By examining TICs in diverse settings, the study aims to draw insights into the contextual factors influencing the efficacy of incubation programs and their relevance in different entrepreneurial ecosystems. Preliminary findings suggest a correlation between the success of TICs and factors such as effective mentorship, access to funding, and collaborative networks. However, challenges such as resource constraints, regulatory hurdles, and variations in local market dynamics pose significant barriers to the optimal functioning of TICs. The study contributes to the existing literature by offering a nuanced understanding of the role and impact of TICs in the Global South. Findings will inform policymakers, entrepreneurs, and stakeholders about the specific contextual considerations that influence the efficacy of TICs, ultimately aiding in the refinement of strategies to enhance entrepreneurship and innovation in emerging economies. As the Global South increasingly positions itself as a hub for technological innovation, this research provides timely insights into the evolving landscape of entrepreneurial support structures, offering practical implications for the future development of TICs and fostering a conducive environment for sustained entrepreneurial growth. Keywords: Technology Incubation Centres, Entrepreneurship, Global South, Case Studies, Innovation, Economic Development.
本研究以全球南部不同地区的案例研究为重点,对技术孵化中心(TIC)在培育创业精神方面的成效进行了全面评估。随着对创新和技术驱动型经济发展的日益重视,技术孵化中心已成为培育创业生态系统的重要实体。本研究采用混合方法,将定量分析与定性案例研究相结合。定量分析涉及评估关键绩效指标,包括初创企业的成功率、创造的就业岗位和技术创新中心的财务可持续性。定性调查则深入探讨创业者的细微体验,探讨旅游信息与合作机构提供的支持机制、面临的挑战以及对其企业的总体影响。案例研究横跨全球南部的各种环境,包括经济、社会和文化景观各不相同的地区。通过考察不同环境下的技术与创新中心,本研究旨在深入了解影响孵化计划有效性的环境因素及其在不同创业生态系统中的相关性。初步研究结果表明,创业孵化中心的成功与有效的指导、获得资金和合作网络等因素有关。然而,资源限制、监管障碍和当地市场动态的变化等挑战也对创业中心的最佳运作构成了重大障碍。本研究通过细致入微地了解技术和创新中心在全球南部地区的作用和影响,为现有文献做出了贡献。研究结果将为政策制定者、企业家和利益相关者提供信息,使他们了解影响东京信息中心功效的具体环境因素,最终帮助完善战略,促进新兴经济体的创业和创新。随着全球南部日益将自己定位为技术创新中心,这项研究为创业支持结构的演变提供了及时的见解,为技术与创新中心的未来发展提供了实际意义,并为创业的持续增长营造了有利环境。关键词技术孵化中心、创业、全球南部、案例研究、创新、经济发展。
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引用次数: 0
REDEFINING THE CONSTRUCT OF CUSTOMER SATISFACTION IN A MARKETING PERSPECTIVE 从营销角度重新定义顾客满意度的概念
Pub Date : 2024-01-03 DOI: 10.51594/ijmer.v6i1.693
Dr. Théophile Bindeouè Nassè
The purpose of this research is to redefine the construct of customer satisfaction in a marketing perspectives. This research relies on qualitative approach and it is characterized by a comprehensive systematic literature review, and a thorough documentary analysis on the construct of customer satisfaction. The findings imply that there should be a consideration of customer satisfaction by marketers and other industry players. Customer satisfaction should be highly valued in marketing strategic decisions for companies to be competitive and performant.   To the best of the author’s knowledge, this research reveals how marketers and industry players should understand customer satisfaction and how it is important for companies’ success. Keywords: Customer Satisfaction, Marketing, Industry players, Companies.
本研究旨在从营销角度重新定义客户满意度的概念。本研究采用定性研究方法,其特点是对顾客满意度进行了全面系统的文献综述和详尽的文献分析。研究结果表明,营销人员和其他行业参与者应该考虑顾客满意度。客户满意度应在营销战略决策中得到高度重视,以提高公司的竞争力和业绩。 就作者所知,本研究揭示了营销人员和行业参与者应如何理解客户满意度,以及客户满意度对企业成功的重要性。关键词客户满意度 营销 行业参与者 企业
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引用次数: 0
COMPETITIVE CAPACTIY OF VIETNAM NATIONAL TEXTILE AND GARMENT GROUP 越南国家纺织服装集团的竞争能力
Pub Date : 2024-01-02 DOI: 10.51594/ijmer.v6i1.692
Le Dieu Huong
Vietnam National Textile and Garment Group (Vinatex) is is the leading group in Vietnam's textile and garment industry which is one of the key sector of the consumer goods manufacturing industry. Thus Vinatex must shoulder the responsibility of being a pioneer, leading other textile and garment enterprises to expand markets and develop production in order to achieve development goals of the country. And competitive cacity of the Group is one of crucial factors for their success. Vinatex has been developing its brand in its own way, focusing on different customer groups and trying to do well in the "niche" market segment. To be able to develop in the international market, the Group needs to make more efforts to improve its competitiveness. Keywords: Textile, Competitiveness, Capacity, Vietnam.  
越南国家纺织服装集团(Vinatex)是越南纺织服装业的龙头企业,而纺织服装业是消费品制造业的关键部门之一。因此,Vinatex 必须肩负起先锋的责任,带领其他纺织服装企业拓展市场、发展生产,以实现国家的发展目标。而集团的竞争能力是其成功的关键因素之一。Vinatex 一直在以自己的方式发展品牌,关注不同的客户群体,努力做好 "利基 "市场细分。为了能够在国际市场上发展,集团需要更加努力地提高自身的竞争力。关键词纺织品、竞争力、能力、越南。
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引用次数: 0
CITIZENSHIP BEHAVIOUR AND ORGANIZATIONAL PERFORMANCE: A REVIEW OF EXTANT LITERATURE 公民行为与组织绩效:现有文献综述
Pub Date : 2024-01-02 DOI: 10.51594/ijmer.v6i1.691
Orishede Felix, EBOKA, Isaac Zeloyi
The study examined the between citizenship behaviour and organizational performance using a review of an extant literature. The specific objectives were to: examine the relationship between altruism and organizational performance; assess the relationship between conscientiousness and organizational performance; and ascertain the relationship between courtesy and organizational performance. The research made us of extant literature from various authors, the study revealed that altruism, conscientiousness and courtesy have positive relationships with organizational performance. The study concludes that that organisational citizenship activities increase organization’s performance, it is crucial to comprehend the processes that underlie these behaviours. The study advised that organisations should encourage employees to adopt good citizenship practises in order to foster a sense of commitment among staff members. Employees' desire to contribute can be sparked by psychological attachment, thus the company should instill a sense of ownership in them. Keywords: Citizenship Behaviou Altruism, Conscientiousness, Courtesy and Organizational                   Performance.
本研究通过对现有文献的回顾,研究了公民行为与组织绩效之间的关系。具体目标是:研究利他主义与组织绩效之间的关系;评估自觉性与组织绩效之间的关系;确定礼貌与组织绩效之间的关系。研究利用了不同作者的现有文献,研究结果表明,利他主义、自觉性和礼貌与组织绩效有积极的关系。研究得出结论认为,组织公民活动能提高组织绩效,但理解这些行为的基础过程至关重要。研究建议,组织应鼓励员工采取良好的公民行为,以培养员工的责任感。员工做出贡献的愿望可由心理依恋激发,因此公司应向员工灌输主人翁意识。关键词利他主义、自觉性、礼貌和组织绩效。
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引用次数: 0
AI-DRIVEN TALENT ANALYTICS FOR STRATEGIC HR DECISION-MAKING IN THE UNITED STATES OF AMERICA: A REVIEW 美国人力资源战略决策中的人工智能驱动人才分析:综述
Pub Date : 2023-12-28 DOI: 10.51594/ijmer.v4i12.674
Oluwatamilore Popo – Olaniyan, Oluwafunmi Adijat Elufioye, Franciscamary Chinyere Okonkwo, Chioma Ann Udeh, Tobechukwu Francisca Eleogu, Funmilola Olatundun Olatoye
This paper review ways AI and analytics are transforming HR decision-making in American organizations. It explores the adoption of these technologies in the U.S., their impact on optimizing talent management, and the broader implications for organizational growth and employee well-being. In the rapidly evolving landscape of Human Resources (HR), the integration of Artificial Intelligence (AI)-driven talent analytics has emerged as a transformative force. This review explores the application of AI-driven talent analytics in the United States, specifically focusing on its role in strategic HR decision-making. The analysis delves into the current state of AI adoption in HR practices, the challenges and opportunities it presents, and the impact on organizational performance. Key topics covered include predictive analytics, talent acquisition, workforce planning, and employee engagement. Through a comprehensive examination of existing literature and case studies, this review aims to provide insights into the ways AI-driven talent analytics shapes strategic HR decisions and contributes to organizational success in the U.S. context. The findings underscore the imperative for HR professionals and organizational leaders to navigate the evolving landscape of AI in talent management, fostering a deeper understanding of its potential benefits and challenges for informed decision-making. Keywords: Artificial Intelligence; Talent Analytics; Human Resources; Decision-Making; USA.
本文回顾了人工智能和分析技术改变美国企业人力资源决策的方式。本文探讨了这些技术在美国的应用情况、它们对优化人才管理的影响,以及对组织发展和员工福祉的广泛影响。在快速发展的人力资源(HR)领域,人工智能(AI)驱动的人才分析整合已成为一股变革力量。本综述探讨了人工智能驱动的人才分析在美国的应用,特别关注其在人力资源战略决策中的作用。分析深入探讨了人工智能在人力资源实践中的应用现状、其带来的挑战和机遇,以及对组织绩效的影响。涉及的关键主题包括预测分析、人才招聘、劳动力规划和员工参与。通过对现有文献和案例研究的全面研究,本综述旨在深入探讨人工智能驱动的人才分析如何影响人力资源战略决策,以及如何促进美国组织的成功。研究结果强调,人力资源专业人士和组织领导者必须驾驭人工智能在人才管理中不断演变的格局,加深对其潜在益处和挑战的理解,从而做出明智的决策。 关键词人工智能;人才分析;人力资源;决策;美国。
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引用次数: 0
REVIEW OF ADVANCING U.S. INNOVATION THROUGH COLLABORATIVE HR ECOSYSTEMS: A SECTOR-WIDE PERSPECTIVE 审查通过合作性人力资源生态系统推进美国创新的情况:全部门视角
Pub Date : 2023-12-28 DOI: 10.51594/ijmer.v4i12.675
Oluwatamilore Popo – Olaniyan, Oladapo Olakunle James, Chioma Ann Udeh, Rosita Ebere Daraojimba, Damilola Emmanuel Ogedengbe
This paper provides a review of the collaborative HR ecosystems involving government, business, academia, and practitioners in the U.S. It assesses the impact of these collaborations on national innovation, their role in setting global HR standards, and their contribution to strengthening the U.S.'s position in the global economic landscape. In the pursuit of advancing innovation within the United States, the collaborative synergy within Human Resources (HR) ecosystems emerges as a pivotal factor. It delves into the intricate dynamics of fostering innovation through collaborative HR ecosystems from a sector-wide perspective. By examining various industries, the paper explores how the collective efforts of HR professionals, organizational leaders, and diverse stakeholders contribute to the cultivation of innovation. The analysis encompasses the strategic role of HR in talent management, the impact of collaborative approaches on workforce diversity and inclusion, and the integration of cutting-edge technologies such as Artificial Intelligence (AI) in shaping the future of HR practices. Additionally, the review addresses the challenges and ethical considerations associated with collaborative HR ecosystems and provides insights into potential strategies for overcoming these hurdles. By presenting a sector-wide perspective, this review aims to illuminate the multifaceted landscape of collaborative HR ecosystems and their profound influence on fueling innovation across diverse industries within the United States. Keywords: Human Resources, Artificial Intelligence, USA, Innovation, Ecosystem.
本文对美国政府、企业、学术界和从业人员共同参与的人力资源合作生态系统进行了回顾,评估了这些合作对国家创新的影响、它们在制定全球人力资源标准方面的作用,以及它们对加强美国在全球经济格局中的地位所做出的贡献。在追求推动美国国内创新的过程中,人力资源(HR)生态系统内的合作协同成为一个关键因素。本文从整个行业的角度,深入探讨了通过人力资源协作生态系统促进创新的复杂动态。通过对各行各业的研究,本文探讨了人力资源专业人员、组织领导者和不同利益相关者的共同努力如何促进创新的发展。分析涵盖了人力资源在人才管理中的战略作用、协作方法对劳动力多样性和包容性的影响,以及人工智能(AI)等尖端技术在塑造人力资源实践未来方面的整合。此外,本综述还探讨了与协作式人力资源生态系统相关的挑战和道德考量,并就克服这些障碍的潜在战略提出了见解。本综述从整个行业的角度出发,旨在阐明协作式人力资源生态系统的多面性及其对推动美国各行各业创新的深远影响。 关键词人力资源 人工智能 美国 创新 生态系统
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引用次数: 0
IGBO CULTURE AND THE DEVELOPMENT OF MODERN MANAGEMENT THEORY 伊博文化与现代管理理论的发展
Pub Date : 2023-12-28 DOI: 10.51594/ijmer.v5i12.672
Nwakoby Nkiru Peace, Ihediwa Augustina Anekperechi
The impression that Africans had no roots or contributions to modern-day management practices has persisted for a while. However, the Igbo people in Nigeria had their own management practice and leadership styles that were peculiar to them before the emergence of the management theories, which was why the Igbos were able to survive the indirect rule and brutal economic exploitation during the colonial era, and immediately after the civil war. This study, therefore, examined the role Igbo culture played in the development of management theories. The study specifically identified some specific Igbo cultural practice and their managerial implications and aligned some Igbo cultural practices to existing modern-day leadership theories. The literature of the study looked at the Igbo race as a people, examined culture, explained some management theories, the Igbo cultural practice and leadership theories, Igbo cultural practices and their managerial implications and Igbo cultural practices and modern day leadership theories. The study used the matching methods as the research design. The idea involved was to basically find commonalities between chosen management theories and the leadership styles of the Igbo people in southeast Nigeria. Mostly secondary sources of data were deployed for this purpose.  The study also employed a qualitative methodology and a narrative analysis technique. It was revealed from the findings that before the introduction of modern-day management theory, Igbo culture had been practising the relevant leadership style that was propounded by great thinkers of management such as management by objective (Izuora), Management by exception (Izundiichie), Motivation (ituni muo/ Ikwanye ugwu), Transformational leadership (Ibezimako), Contingencies Leadership (Igbo enweze) and Transactional leadership (Echichi/ochanja/imapu na iwu). Keywords: Igbo, Culture, Southeast, Nigeria, Development and Management Theory.
非洲人对现代管理实践没有根基或贡献的印象一直存在。然而,尼日利亚的伊格博人在管理理论出现之前就有自己独特的管理实践和领导风格,这也是伊格博人能够在殖民时代的间接统治和残酷的经济剥削下以及内战结束后得以生存的原因。因此,本研究探讨了伊格博文化在管理理论发展过程中发挥的作用。本研究特别确定了一些具体的伊格博文化习俗及其对管理的影响,并将一些伊格博文化习俗与现有的现代领导理论相结合。研究文献将伊格博人视为一个民族,考察了文化,解释了一些管理理论、伊格博文化习俗和领导力理论、伊格博文化习俗及其对管理的影响以及伊格博文化习俗和现代领导力理论。本研究采用匹配法作为研究设计。所涉及的思路是基本上找到所选管理理论与尼日利亚东南部伊格博人领导风格之间的共性。为此,研究主要采用了二手数据来源。 研究还采用了定性方法和叙事分析技术。研究结果表明,在引入现代管理理论之前,伊格博文化一直奉行伟大的管理思想家提出的相关领导风格,如目标管理(Izuora)、例外管理(Izundiichie)、激励(ituni muo/ Ikwanye ugwu)、变革型领导(Ibezimako)、权变型领导(Igbo enweze)和交易型领导(Echichi/ochanja/imapu na iwu)。 关键词伊格博语、文化、东南部、尼日利亚、发展与管理理论。
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引用次数: 0
ENTREPRENEURIAL STRATEGIES FOR AI STARTUPS: NAVIGATING MARKET AND INVESTMENT CHALLENGES 人工智能初创企业的创业战略:应对市场和投资挑战
Pub Date : 2023-12-24 DOI: 10.51594/ijmer.v5i12.662
Simon Kaggwa, Abiodun Akinoso, Samuel Onimisi Dawodu, Prisca Ugomma Uwaoma, Odunayo Josephine Akindote, Stephen Osawaru Eloghosa
This paper delves into the dynamic and evolving world of AI startups, examining the unique challenges and opportunities they face in the current market and investment landscape. The study's primary aim is to dissect the intersection of entrepreneurship and artificial intelligence, offering a nuanced understanding of how AI startups evolve, adapt, and succeed in a rapidly changing environment. The scope of the paper encompasses a thorough exploration of the AI startup ecosystem, focusing on strategic planning, market dynamics, and investment realities. It provides an in-depth analysis of the evolution of AI startups, from their inception to current trends, and investigates the impact of strategic alliances, regulatory challenges, and ethical considerations on these burgeoning enterprises. The methodology employed is a comprehensive literature review, synthesizing insights from various academic sources to construct a well-rounded view of the AI startup landscape. Key findings reveal that AI startups must navigate a complex array of challenges, including rapidly evolving technology, competitive market dynamics, and a shifting regulatory landscape. The study highlights the importance of innovative business models, strategic partnerships, and a keen understanding of regulatory and ethical issues in driving the success of AI startups. Conclusively, the paper recommends that AI startups adopt agile, innovative strategies, balancing technological advancement with ethical and regulatory compliance. It underscores the need for continuous adaptation and strategic foresight in the face of technological and market changes. This study serves as a valuable resource for entrepreneurs, investors, and policymakers in the AI domain, offering insights and guidance for navigating the multifaceted challenges of AI entrepreneurship. Keywords: AI Startups, Market Dynamics, Investment Challenges, Strategic Planning, Technological Innovation.
本文深入探讨了人工智能初创企业充满活力、不断发展的世界,研究了它们在当前市场和投资环境中面临的独特挑战和机遇。研究的主要目的是剖析创业与人工智能的交叉点,对人工智能初创企业如何在瞬息万变的环境中发展、适应和成功有一个细致入微的了解。本文的研究范围包括对人工智能初创企业生态系统的深入探讨,重点关注战略规划、市场动态和投资现实。它深入分析了人工智能初创企业从诞生到当前趋势的演变过程,并研究了战略联盟、监管挑战和道德考量对这些新兴企业的影响。所采用的方法是进行全面的文献综述,综合各种学术来源的见解,构建出人工智能初创企业的全面视角。主要研究结果表明,人工智能初创企业必须应对一系列复杂的挑战,包括快速发展的技术、竞争激烈的市场动态和不断变化的监管环境。研究强调了创新商业模式、战略合作伙伴关系以及对监管和道德问题的深刻理解对推动人工智能初创企业成功的重要性。最后,论文建议人工智能初创企业采取灵活、创新的战略,在技术进步与道德和监管合规之间取得平衡。它强调,面对技术和市场的变化,需要不断适应并具有战略远见。本研究为人工智能领域的创业者、投资者和政策制定者提供了宝贵的资源,为应对人工智能创业的多方面挑战提供了见解和指导。 关键词人工智能初创企业 市场动态 投资挑战 战略规划 技术创新
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引用次数: 0
CUSTOMER COMPLAIN HANDLING STRATEGIES AND CUSTOMER RETENTION: EVIDENCE FROM BAKERY SUB-SECTOR OF FOOD PROCESSING INDUSTRY IN NIGERIA 客户投诉处理策略与客户维系:尼日利亚食品加工业烘焙子行业的证据
Pub Date : 2023-12-18 DOI: 10.51594/ijmer.v5i12.651
Dr. IYADI, Rollins Chiyem
The study examined compliant handling strategies and customer retention in Nigeria Bakery sub-Sector of food processing industry. The specific objectives were to: examine the effect of compensation on customer retention in the bakery sector, find out the effect of service quality on customer retention in the bakery sector and verify the effect of timely response on customer retention in the bakery sector. In the methodology; the researcher employed descriptive survey research design and questionnaire served as the instrument of data collection from sampled respondents. Data analysis was done using SPSS version 23.0, with the help of Pearson correlation at 0.05 level of significance. To provide answers to research questions and the stated objectives, information gathered on all relevant variables were analyzed using descriptive statistics (minimum, maximum, mean, and standard deviation). The results revealed that there was significant relationship between the complaints handling techniques used by the selected bakery firms and customer retention. This study concludes that the achievement of customer retention in the bakery sector depends on the extent customer complain are well managed which the outcome of this research has demonstrated. The study recommended that, the food processing sector should make provision for compensation of customers based on poor services, so as to achieve higher customer retention; and that on regular basis, there is need for quick and timeliness response to customer needs and wants to achieve higher customer retention rate among others. Keywords: Compensation, Customer Retention, Service Quality, Complain Handling, Customer Complain and Timely Response.
本研究考察了尼日利亚食品加工业烘焙子行业的合规处理策略和客户保留率。具体目标是:研究报酬对烘焙行业客户保留率的影响;找出服务质量对烘焙行业客户保留率的影响;验证及时响应对烘焙行业客户保留率的影响。在研究方法上,研究人员采用了描述性调查研究设计,并以问卷作为从抽样受访者中收集数据的工具。数据分析采用 SPSS 23.0 版,并在 0.05 的显著性水平下借助皮尔逊相关性进行。为了回答研究问题和实现既定目标,使用描述性统计(最小值、最大值、平均值和标准偏差)对收集到的所有相关变量信息进行了分析。结果显示,所选面包店使用的投诉处理技术与客户保留率之间存在显著关系。本研究得出结论,烘焙行业能否留住客户取决于客户投诉的管理程度,而本研究的结果也证明了这一点。研究建议,食品加工行业应规定对服务不佳的客户进行赔偿,以实现更高的客户保留率;同时,需要定期对客户的需求和愿望做出快速、及时的回应,以实现更高的客户保留率。 关键词补偿、客户保留、服务质量、投诉处理、客户投诉和及时回应。
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International Journal of Management & Entrepreneurship Research
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