Service Experience Diary Report
Executive Summary The research report will discuss about the national business environment of New Zealand such as political, legal, economic, social and environmental factors. Thus, link these factors towards opportunity and threats of set up wholly owned subsidiary in New Zealand. Undoubtedly, every nation has its own culture that is difference between one nation and another. Therefore the company should make a comparison between New Zealand and Malaysia, understand the culture of New Zealand and the cultural impacts which will easily affect the business strategies. Kluckhohn-Strodtbeck framework and Hofstede framework will be used in the report to investigate and the cultures differences between New Zealand and Malaysia in aspects such as time orientation, power distance, uncertainty avoidance and so on.
Table of Contents
No
Content
Page
1.
Introduction
2.0
Business Environment of New Zealand
2.1 Economic
2.2 Political
2.3 Legal
2.4 Social
2.5 Environmental Factor
3.0
Cultural Issues on Set-up and Operation of Subsidiary
3.1 Kluckhohn-Strodtbeck Framework
3.2 Hoftstede Framework
3.3 Comparison Between New Zealand and Malaysia
4.
Government Intervention
5.
Conclusion
6.
List of References
7.
Appendix
Introduction
The purpose of service experience diary is to understand customer expectations and the reasons that customers are satisfied or dissatisfied with the service experience. This report provides an analysis and evaluation of one own experiences, in reference to the theories and techniques of service marketing to determine what is necessary to satisfy a customer.
The first section of this report gives details of the personal background of the customer, the process of her pre-purchase stage and her service experience encountered at a local piercing shop, Attic Jewelry and Piercing. A satisfaction rating for the overall service experiences is provided in the end of
Table of Contents
No
Content
Page
1.
Introduction
2.0
Business Environment of New Zealand
2.1 Economic
2.2 Political
2.3 Legal
2.4 Social
2.5 Environmental Factor
3.0
Cultural Issues on Set-up and Operation of Subsidiary
3.1 Kluckhohn-Strodtbeck Framework
3.2 Hoftstede Framework
3.3 Comparison Between New Zealand and Malaysia
4.
Government Intervention
5.
Conclusion
6.
List of References
7.
Appendix
Introduction
The purpose of service experience diary is to understand customer expectations and the reasons that customers are satisfied or dissatisfied with the service experience. This report provides an analysis and evaluation of one own experiences, in reference to the theories and techniques of service marketing to determine what is necessary to satisfy a customer.
The first section of this report gives details of the personal background of the customer, the process of her pre-purchase stage and her service experience encountered at a local piercing shop, Attic Jewelry and Piercing. A satisfaction rating for the overall service experiences is provided in the end of
References: 2. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(November), pp.460-469. 3 4. Teas, K. (1993). Expectations, performance evaluation, and customers’ perceptions of measuring consumer perceptions of service quality. Journal of Retailing, 64(1), pp.12-37. quality. Journal of Marketing, 57(4), pp.18-34. 5 6. Harr, Ko King Lily, "Service dimensions of service quality impacting customer satisfaction of fine dining restaurants in Singapore"(2008).UNLV Theses/Dissertations/Professional Papers/Capstones.Paper 686. 7. Kotler, P. and Keller, K. L. (2009) Marketing management (13th end). New Jersey: Pearson Education Inc, Upper Saddle River, pp. 789 8