Purpose -The paper aims to highlight the focus on short-term profitability by transportation service providers in a notoriously cyclical business, often at the expense of developing customer loyalty. It urges transportation service providers to use customer relationship management tools and customer emotions to generate long-term profitability. Design/methodology/approach -The insights into the marketing aspects of the transportation services industry were developed based on interviews and discussions with more than 50 transportation industry specialists, representing service providers and buyers. Findings -The transportation services industry is a cyclical business and, in the post-2001 economic recovery, carriers have focused, as in previous cycles, on short-term profitability. They are not investing in customers offering potential future growth, and are dropping currently unprofitable customers in favour of those offering the most profit per lane today. Customer relationship management techniques, especially those based on customer emotions, can be used by the transportation service providers to generate customer loyalty, allowing them to grow with their customers and smooth out the peaks and valleys of the business.Research limitations/implications -The research was constrained by limited access to quantitative data from the carriers and buyers and limited ability to publish data due to reasons of confidentiality. Practical implications -The paper highlights the need for transportation service providers to use customer relationship management techniques and generate and sustain customer loyalty to drive their long-term profitability. Originality/value -Relationship-based marketing has been a neglected function for transportation service providers. This paper provides a rationale for the transportation service industry to adopt customer relationship management techniques, successfully used in financial and other services, and presents some CRM methods, especially those based on customer emotions.
Objective Design and build a strategy construction and evaluation software system to help stakeholders to develop viable strategies to expand (and adapt) the Chagas Platform healthcare model through the primary healthcare system in Bolivia. Methods The software was built based on a ranking of medical Interventions and Actions (needed to support Interventions’ implementation) needed for comprehensive management of Chagas Disease in Bolivia. The ranking was performed using a Multi Criteria Decision Analysis (MCDA) methodology adapted to the WHO’s building blocks framework. Data regarding the criteria and the rankings was obtained through surveys and interviews with health care professionals working on Chagas disease. The Analytical Hierarchy Process was used to construct the decision criteria weights. Data Envelopment Analysis was used to identify the Interventions that lay on the efficiency frontier of outcomes and the complexity of associated Actions. These techniques were combined with integer programing tools using the open-source software R to build a decision-making tool to assess the outcomes and complexity of any combination of Interventions and Actions. This model and tool were applied to data concerning the care of Chagas disease in Bolivia collected through surveys of experts. The tool works by loading the data from each specific context. Results The initial set of Interventions and Actions recommended after analysis of the survey data was further refined through face-to-face interviews with field experts in Bolivia, resulting in a strategy of 18 Interventions and 15 Actions. Within the WHO model the Leadership and Governance building block came up as the one needing more support with Actions such as the inclusion of Chagas into Annual Municipal Operational Plans by appointing local and provincial coordinators. Conclusion This project established the suitability of the model for constructing healthcare strategies. The model could be developed further resulting in a decision-making tool for program managers in a wide range of healthcare related issues, including neglected and/ or prevalent diseases. The tool has the potential to be used at different stages of decision making by diverse stakeholders in order to coordinate activities needed to address a health problem.
Sustainability is presumed as a key concept in today’s scenario and more and more companies are jumping on this bandwagon to be successful. The present study is an attempt to understand the extent of awareness amongst consumers’ towards sustainable marketing practices adopted by the companies in consumer electronics sector. Another purpose of this paper is to analyze if there exist any difference in the awareness of consumers based on the demographics like gender and age. The study was conducted by collecting data from 204 consumers of electronic products like laptop, mobile phone, etc. Convenient sampling technique was chosen to select the respondents for the study. A structured questionnaire has been used to collect primary data from respondents in the last quarter of 2021. Descriptive statistics and inferential statistics are used for analyzing the data. The results show that there is fair level of awareness amongst consumers of the term sustainable marketing, its products, and practices.
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