1. Relevant literature The literature pertaining to relationships among customer satisfaction‚ customer loyalty‚ and profitability can be divided into two groups. The first‚ service management literature‚ proposes that customer satisfaction influences customer loyalty‚ which in turn affects profitability. Proponents of this theory include researchers such as Anderson and Fornell (1994); Gummesson (1993); Heskett et al.(1990); Heskett et al. (1994); Reicheld and Sasser (1990); Rust‚ et al. (1995);
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THE CAMBRIDGE ASSOCIATION OF MANAGERS GRADUATE DIPLOMA IN HOSPITALITY‚ TOURISM AND RECREATION. CUSTOMER SERVICE CUSTOMER SATISFACTION IN HOSPITALITY AND TOURISM INDUSTRY [A CASE STUDY OF WHITESANDS BEACH HOTEL] DONE BY : LYNETTE A. NYAGAYA CANDIDATE NO: CAM / 2008 / GD/ KEN/ 00425 PURPOSE : Fulfillment of CAM graduate diploma in hospitality‚ tourism and Recreation. [Customer service] Dated July 2008 Presented to : Cambridge Association of Managers‚ International Examinations‚ Cambridge
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Assignment 1.2: Course Project—Target Company Profile and Its Approach to Marketing Assignment 2.2: Course Project—Marketing Environment Analysis Assignment 3.2: Course Project— Market Segmentation Assignment 4.2: Course Project— Customer Behavior Analysis Assignment 5.2: Course Project—Product Strategy Assignment 6.2: Course Project—Pricing Strategy Assignment 7.2: Course Project—Distribution Strategy Conclusion
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The Customers’ Revenge Atida Motors’ decades-old complaint policy may be no match for unhappy customers who threaten to take their case to YouTube. by Dan Ariely J IM MCINTIRE‚ vice president of customer service at Atida Motor Company‚ was just about to shut down for the day when he received an e-mail from his brother. “Go to Hell‚ Angel!” the subject line shouted. The message linked to a YouTube video. In “A Letter for Bill Watkins‚ CEO‚ Angel Airlines‚” two stolid executives – “Jeff”
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Problem Statement The Apple Company has had great success with the iPod but now needs to figure out a way they can create a sustainable comparative advantage in the Mp3 player market or they will lose demand and market share‚ and decrease profits and revenue . Analysis I am now going to analyze the PC and Music Player industry using Porter’s five forces. ~Competitors The competitors in the PC industry are fierce and intense. There is a very high rivalry in the industry causing the price
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Case study: Strategic planning at Apple Inc. Comparative Advantage Apple has gained a comparative advantage over its competitors by carefully picking their employees. According to researcher and author Alex Frankel Apple tends to only hire people whom are “passionate about what they were selling”‚ this often meant that they hired enthusiastic Apple product users. In addition‚ Apple’s employees are trained to follow a specific three-step sales process known as position‚ permission‚ and probe
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Internal customer essay The internal customer is not new‚ nor is it a purely public sector concept. The idea was first used almost forty years ago to describe different forms of administrative relationships within the private sector (Sayles‚ 1964). It stemmed from an understanding that in any organisation all staff are both the providers and receivers of services and‚ critically‚ if poor internal service exists‚ then the final service to the external customer will be diminished. The quality
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Apple Consultancy Report Word Count 2‚349 Introduction Apple Inc has been hailed as one of the most emerging company of the past decade. This company has progressed from a struggling computer company in 90’s to one of the major leaders of the computer industry. There are many factors that have led to the success of this firm. One of them is setting up a strong e-business strategy. E-commerce has been pivotal in Apple operation. This is because of the reason that the company relies on the
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APPLE 02/12/2014 13:25:24 Page 1 APPLE iPHONE IN JAPAN: WIRE-LESS‚ CULTURE-FULL* r r r r r r r r r r r r r r r r r r r r r r r r r r r r r r r r r r r INTRODUCTION It was the evening of January 15‚ 2009. Eric Miller‚ Apple Inc.’s Senior Vice President Worldwide Product Marketing is standing‚ waiting for the train on a subway station platform. Eric was sent to Japan by Apple CEO Steve Jobs to oversee the launch of the eagerly awaited iPhone 3GS‚ a newer‚ more powerful iteration of Apple’s revolutionary
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TASK A INTRODUCTION The product name Apple was originated from two mutual interests’ friends Steve Jobs and Steve Wozniak. The development of the company in the 1070s “Apple” was a step ahead of most computers of the time featuring a use of television as a display system of watching and a cassette interface for listening and recording programs. Apple Inc. is mainly a special design‚ a market mobile for media and communication device personal hands computer‚ digital music player‚ and the production
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