SERVICE OPERATIONS MANAGEMENT IN HOTELS-AN APPROACH TOWARDS QUALITY AND COMPETITIVENESS Introduction There is a growing body of literature that examines the impact that operations management has on the expectations and perceptions of customers as preliminary stages for creating customer loyalty (Armstrong et al‚ 1997‚ Johnston‚ 1999‚ Becker and Murrmann‚ 1999‚ Brady et al‚ 2001‚ Hope and Potter‚ 2006‚ and Hill‚ 2005). Therefore‚ the main purpose of this research project is to introduce the concept
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Customer Relationship Management: A Framework‚ Research Directions‚ and the Future Russell S. Winer Haas School of Business University of California at Berkeley April 2001 Introduction The essence of the information technology revolution and‚ in particular‚ the World Wide Web is the opportunity to build better relationships with customers than has been previously possible in the offline world. By combining the abilities to respond directly to customer requests and to provide the customer
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HILTON WORLDWIDE Prepared for Professor Issam A. Ghazzawi Prepared by BUS 551: Seminar in Organization Theory & Behavior October 11‚ 2010 CONTENTS PAGE Introduction……………………………………………………………………………3 Organizational Background………….……..……………..……...……………………3 Organizational Structure and Design………………………...………..………………6 Hilton’s Culture and Ethics……………..…………………………………….……….9 Organizational Environment…………..………………..……………..……………..10 Hilton Hotel manages its workforce diversity…………………………..….………
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1 PROJECT ON CUSTOMER RELATIONSHIP MANAGEMENT WITH RELIGARE SECURITIES LTD (REGIONAL OFFICE‚ BMCC ROAD‚ PUNE) TABLE OF CONTENTS Chapter 1. Rationale of the Study. Chapter 2. Objectives of the study. Title of the project Objective of the study Scope of the study Chapter 3. Profile of the company. Chapter 4. Review of Literature. Chapter 5. Research Methodology Research Design Data Collection Methods / Sources Sampling Plan which should include sampling unit‚ sampling size and sampling
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examines the brand management of Gucci‚ as one of today’s most prominent luxury brands. Based on literature it first looks at definitions of luxury and luxury brand equity as an expression of dream value. Then it explores the identity‚ brand building‚ brand architecture‚ brand stretching and strategies Gucci follows in each of its segments. In the light of the latest recession‚ it looks at the response strategies of the brand and sheds light on the communication challenges‚ the brand faces in reconciling
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Marketing association ‚ a brand is a “name‚ term‚ sign‚ symbol‚ or design‚ or a combination of them ‚ intended to identify the goods and services of one seller or group of sellers and to differentiate them from those of the competition.” However branding is much more; what distinguishes a brand from its unbranded commodity counterpart and gives it equity is the sum total of consumers’ perceptions and feelings about the product’s attributes and how they perform‚ about the brand name and what it stands
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Umbrella Brands The 1980s witnessed a revolution in the understanding of the working of the brands. Marketers depict brands as a reflection of customers’ own personalities‚ so that they can relate to their products well. In fact the distinguishing aspect of the modern marketing has been its focus upon the creation of differentiated brands and using them as weapons for launching multi-level attacks on competition. Market research has been used to help identify and develop bases of brand differentiation
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Paris Hilton essay The concept of celebrity worship has reached new heights across the globe in recent years. The surge in the number of tabloid and entertainment magazines‚ as well as the emergence of television programs dedicated entirely to the latest happenings in the world of entertainment‚ suggests that the public’s desire for knowledge about the lives of celebrities and quasi-celebrities has increased due to the fact that the media over plays their lives. Celebrity culture has entered
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2. The Brand………………………………………………………………………... 3-4 3. Brand Positioning………………………………………………………………… 5-8 3.1. Positioning Strategy……………………………………………………….. 6-7 3.1.1. McDonalds………………………………………………………….. 7 3.1.2. Burger King…………………………………………………………. 7 3.1.3. Greggs PLC………………………………………………………… 7 4. Brand Analysis……………………………………………………………………. 9-14 4.1. Brand Identity……………………………………………………………….. 9 4.2. Brand Logo………………………………………………………………….. 10 4.3. Brand Name………………………………………………………………… 11 4.4. Brand Image………………………………………………………………
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1 Marketing: Managing Profitable Customer Relationships GENERAL CONTENT: Multiple-Choice Questions 1. Central to any definition of marketing is _____. a. demand management b. transactions c. customer relationships d. making a sale e. making a profit (Answer: c; p. 5; Easy) 2. All of the following are accurate descriptions of modern marketing today‚ except which one? a. Marketing is creation of value for customers. b. Marketing is customer satisfaction at a profit. c. Selling
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