The Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention by Harkiranpal Singh May 2006 UCTI Working Paper WP-06-06 The Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention Harkiranpal Singh Asia Pacific University College of Technology & Innovation Technology Park Malaysia Bukit Jalil‚ 5700 Kuala Lumpur‚ Malaysia May 2006 kiran@apiit.edu.my Abstract To be successful‚ organizations must look into the needs and wants of their customers
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Part A: Company formation 1.1 Explain the concept of corporate personality and lifting the veil According to the scenario‚ Emily‚ the sole shareholder and director of OMG Ltd was a private company. Private company defined in s.4 (1) as any company that was not a public company and prohibited from making any offer to the public to subscribe for any securities of the company (s.755) and that there was no minimum share capital requirement for private companies. Also‚ a private company can only have
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Hunger‚ 2012). The remainder of this assignment answers discussion questions based on the content of Unit 4 and the Case Analysis of “Kmart and Sears: Stuck in the Middle.” Body - Discussion Questions: a) Give your opinion on the retrenchment strategy(s) used by Kmart. Kmart’s brain trust put heavy emphasis on the planning function. Management perceived the role of corporate planning to be “making decisions now to improve performance tomorrow.” Kmart had been very successful in the area of
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Solutions to Chapter 10 Introduction to Risk‚ Return‚ and the Opportunity Cost of Capital capital gain + dividend ($44 − $40) + $2 = = 0.15 = 15.0% initial share price $40 1. Rate of return = Dividend yield = dividend/initial share price = $2/$40 = 0.05 = 5% Capital gains yield = capital gain/initial share price = $4/$40 = 0.10 = 10% 2. Dividend yield = $2/$40 = 0.05 = 5% The dividend yield is unaffected; it is based on the initial price‚ not the final price. Capital gain = $36 – $40
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Assignment: Case study - Management at Southwest Airlines Judging on the basis of information in the case‚ describe the managerial skills that Southwest managers such as Colleen Barrett and Jim Parker use in their jobs at Southwest. Include examples of situations in which they use these skills. Southwest Airlines made use of three managerial skills in the process of overhauling the company: decision making skills‚ communication skills‚ diagnostic skills. Firstly Jim Parker‚ CEO and Colleen
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servicing and settlement‚ and marketing and information products and services for merchants‚ and fee services‚ including market and trend analyses and related consulting services‚ fraud prevention services‚ and the design of customized customer loyalty and rewards programs. In November 2010‚ it acquired Accertify Inc.‚ a provider of solutions that help merchants combat fraudulent online and other card-not-present transactions. James D. Robinson In 1977‚ James D Robinson was appointed CEO and
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Essay 1 (Loyalty) Loyalty is defined as the state or quality of being loyal; faithfulness to commitments or obligations. A story that defines loyalty to me is a well-known statue in Edinburgh of Greyfriars Bobby‚ a Skye terrier who captured the hearts of the British public in the late 19th century when the dog maintained laying over the grave of his master for fourteen years. The dog stayed loyal to his owner for fourteen years even when his owner was not able to reciprocate the loyalty in return
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Abstract Customer loyalty programs are the currently used methods by companies to increase their revenues and customer relationship as they act as value sharing tools to improve the customer’s perception of the organization. This method is used because to every organization‚ loyal customers are treated more precious than the company assets. To retain these customers‚ companies implement several strategies and techniques. To study the influence and impact of these programme on the customers
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Loyalty Programs * Email * Print IndianOil’s loyalty programmes are designed exclusively to benefit the large number of its customers who have been patronising the brand for over five decades. XTRAPOWER The XTRAPOWER Fleet Card programme is a complete smart card-based fleet management solution for fleet operators and corporates for cashless purchase of fuel & lubricants from designated retail outlets (petrol pumps) of IndianOil through flexible pre-paid and credit facilities. The
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Categories of corporate restructuring Corporate Restructuring entails a range of activities including financial restructuring and organization restructuring. 1. Financial Restructuring Financial restructuring is the reorganization of the financial assets and liabilities of a corporation in order to create the most beneficial financial environment for the company. The process of financial restructuring is often associated with corporate restructuring‚ in that restructuring the general function
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