telecom market in India. The interesting thing in the Indian telecom market is that the traditional revenue sources for the operators- voice & SMS (Short Message Service) are at rock bottom. The subscriber churn as a result of Mobile Number Portability has also added to the worries of the operators. Operators are betting on Value added services (VAS) as the next big opportunity to sustain and succeed in the market. With the increasing monthly additions in subscribership‚ Telecom Regulatory Authority
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Assignment on SERVICE FAILURE AND SERVICE RECOVERY Few months back my experience with ICICI bank helped me identify with these concepts. Service failure can occur on multiple dimensions. A core service failure occurs when a customer is not able to avail the service one has paid for. A service encounter failure occurs when customer interaction with employees of a firm leave the customer feeling negative about the firm. I experienced the first type of service failure. In March 2010‚ while
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Case Study: Pharmaceutical Industry Introduction 1 The pharmaceutical industry entails a team involved in the invention of a drug. The team consists of the drug producers‚ formulators‚ promoters and prescribers. (Swayne‚ Duncan‚ & Ginter‚ 2011) Since the foundation of the pharmaceutical industry in the 90’s with inventions of Insulin and Penicillin‚ the purpose of the pharmaceutical companies has been for production of Medicines and medical devices. (Ency) The
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Industry Analysis of the Airline Industry An Industry in which I have a potential future interest for an entrepreneurial venture is the ever changing airline industry. Although facing tough numbers after the 9/11 attacks‚ I have always held an interest for this industry. There are several basic economic characteristics for this industry. There are many opportunities‚ there are also many threats. The airline industry was heavily regulated by the Civil Aeronautics Board (CAB) for close to
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Introduction to Services Marketing In general‚ goods can be defined as objects‚ devices‚ or things‚ whereas products refer to both goods and services. A service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product. The distinction between goods and services is not perfectly clear. Service is the sum of all encounters between a customer and a service provider
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FOR KNOWLEDGE-BASED TECHNOLOGY SERVICE INDUSTRY INTRODUCTION 1.1 Research Background Most Taiwanese have witnessed the development of Taiwan with the focus on from agriculture‚ textile industry‚ light industry‚ electronic industry to hi-tech industry today. Due to the right direction of development chosen by local industries and the smooth transformation of Taiwanese industries‚ people here live a good life. Going to great length to develop hi-tech industry has become one of the most important
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MANAGE FRONT OFFICE/GUEST SERVICE OPERATIONS 1) Identify at least FOUR areas requiring Standard Operation Procedures. a. Specific Operations : i. Process check-in‚ reservation‚ post charges‚ process check-outs b. Staff conduct and Appearance: i. Procedure for handling misconduct and/or inappropriate appearance c. Safety and Security: i. Fire safety procedures‚ procedures for issuing room keys and handling emergencies d. Service Standards: i. Answering phone calls‚ speed‚ accuracy‚ completeness
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entered or works under (or‚ where the employment has ceased‚ worked under). The ERA defines ‘contract of employment’ as “a contract of service or apprenticeship‚ whether express or implied‚ and (if expressed) orally or in writing. The variance between the two is Contracts of Service and Contracts for Service. To begin with‚ the difference a Contract of Service is‚ where an employer and an employee have a relationship that is continuous. The employer has a duty of care to its employees‚ for example
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An Assignment on Service Failure and Service Recovery 28th August‚ 2011 A Service is an experience that a consumer derives at the time of its purchase. It is largely tangible and cannot be owned. Moreover‚ it is the outcome of being in contact (whether it is low-contact‚ hybrid or high-contact) with the service provider. Considering this‚ it is but natural that errors and failures occur. What differentiates one service provider and experience from the other is the way the error is corrected
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Industry Analysis of Food Service Industry The foodservice (or food service) industry (US English; catering industry in British English) encompasses those places‚ institutions‚ and companies responsible for any meal prepared outside the home. This industry includes restaurants‚ school and hospital cafeterias‚ catering operations‚ and many other formats. Although the restaurant industry is very competitive‚ the lifestyle changes created by modern living continue to fuel its steady growth. More and
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