CUSTOMER SATISFACTION AND LOYALTY IN LOGISTICS SERVICES @ DHL EXPRESS (I) PVT LTD A PROJECT REPORT Submitted in Partial fulfillment of the degree of requirement for the award of MASTER OF BUSINESS ADMISTRATION (Marketing & HR) Submitted by GAURAB DUTTA Registration No: P07BA126 Under the guidance of Dr. S. Lalitha Prof. in Management Studies BHARATH UNIVERSITY SCHOOL OF MANAGEMENT STUDIES Chennai 600073 India May 2009 School of Management Studies 173‚ Agaram
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How Online Marketing could Provide Competitive Advantages in the Grocery Retailing Industry “With household internet access continuing to increase‚ the customer base for online grocery shopping is widening‚ while other technological innovations such as the advent of smart phones is further benefiting the market” (Source: “Global Market Review of Online Grocery Retailing” report available at www.MarketResearch.com). The grocery retailing industry has many opportunities inherent in it for online
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Case Study in Management Information Systems Submitted By: Ronald Jay Villamer Submitted To: Engr. Romwell Dumag INTERACTIVE SESSION: MANAGEMENT On April 4‚ 2008‚ Tata Consultancy Services (TCS)‚ a leading global information technology services provider‚ announced it had signed a multi-year‚ multi-million dollar outsourcing contract to provide Chrysler LLC with a comprehensive set of information technology services. Was this a good move for Chrysler? Tata Consultancy
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Marks：_______/100 Title Service Delivery of Non-governmental Organizations: The Case of Emergency Response of CARE to Haiti Earthquake Abstract: In this case study‚ the author will give a review on the service delivery of CARE in Haiti after the earthquake happened in January‚ 2010. Through the case study‚ the services delivered by CARE are presented. By analyzing the case‚ we can know much better on how NGOs carry out the service delivery in a specific area and what the results are
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Business Studies – REV Operations management aims - these are the broad general goals of the operations management functions of an organisation. Operations management objectives: Specific focused targets of the operations functions within an organisation. Operations management strategies: Long term or short term plans devised at senior level designed in order to achieve the firm’s operations management objectives. Operations management tactics – short-term measures adopted to meet the needs of
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In this case‚ the defendant‚ Fernando Maldonado‚ sued the plaintiff‚ Gateway Hotel of St. Louis for negligence after having received a knockout that interfered with his cognitive and motor functioning. Later‚ Gateway appeals the jury verdict in favor of the appellee on his negligence claims. Maldonado claimed the idea of negligence based on the piece of evidence that hotel had failed to provide an ambulance as well as an immediate medical monitoring team when he became unconscious. There are notable
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service delivery and design damage relationships with customers." Parasurama (1988)‚ Ziethmal (1990). In cite of this statement what gaps can occur in service quality and how can service marketing reduce them? (25) Knowing what customers expect is the first and possibly the most critical step in delivering service quality (Kotler 2000). Ziethmal et al (1988) propounds that the central focus of the gaps model is to close the all important the customer gap - the difference between customer expectations
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Faculty of Business Studies Tutor Marked Assignment B203 A: Business functions in context I Second Semester 2012 – 2013 Supply chain from manufacturing to shelf Introduction 1 -The Kellogg’s Cornflake Company began in 1906 with the Kellogg brothers who originally ran a sanatorium in Michigan‚ USA. They experimented with different ways to cook cereals without losing the goodness. Their philosophy was ’improved diet leads to improved health’. 2-Between 1938 and the present day Kellogg’s opened
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tudyChapter 1 Operations management Case study 7 can’í believe how much we have changed in a relativefy short time. From being an inward-lookíng manufacturar‚ we became a customer-focused "deslgn and mate" operaí/on. Atow we are an integrated service provider. Most of our new buslness comes from the partnerships we have formed with design houses. In effect‚ we design products jointly with specialist design houses that have a weli-known brand‚ and offer them a complete service of manufacturing
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1.1 BACKGROUND TO THE STUDY In recent times‚ customer’s satisfaction has been the main concern for every hotel and resort. Customers are now more valued and every effort is being made to keep them loyal to the hotel and make them permanent visitors. The hotel industry believes that higher level of customer satisfaction may result in higher levels of repurchase. Repeat purchasing is essential to a continued stream of profitability through achieving higher levels of customer satisfaction (Oliver‚
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