Company Case Pegasus Airlines: Delighting A New Type of Traveling Customer Questions for Discussion 1. Give examples of needs‚ wants‚ and demands that Pegasus customers demonstrate‚ differentiating these three concepts. What are the implications of each for Pegasus’ practices? Needs: On-time flight and arrival Low price ticket Food in the airplane Wants: No delays Affordable tickets with good services from staff Good-tasting food in the airplane Demands: Refunds for delays Good
Premium Customer service Customer Customer relationship management
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
Premium Breakfast cereal Supply chain management Cereal
978-0-273-73552-6 (web) All rights reserved. Permission is hereby given for the material in this publication to be reproduced for OHP transparencies and student handouts‚ without express permission of the Publishers‚ for educational purposes only. In all other cases‚ no part of this publication may be reproduced‚ stored in a retrieval system‚ or transmitted in any form or by any means‚ electronic‚ mechanical‚ photocopying‚ recording‚ or otherwise without either the prior written permission of the Publishers or
Premium Strategic management Strategic planning Management
CHAPTER 1 Introduction to Research BB204 Business Research Methods 1 Learning Outcomes After studying Chapter ❶‚ you will be able to: • Describe what research is and how it is defined. • Distinguish between applied and basic research‚ g pp ‚ giving examples‚ and discussing why they fall into one or the other of the two categories. • Explain why managers should and should not do in order to interact most effectively with researchers © 2009 John Wiley & Sons Ltd. www.wileyeurope
Premium Research Scientific method
I. Case Background Serving people is the foremost activity in hospitality‚ and being expertly served is the reasonable expectation of a guests. If there’s any place where customers are likely to be paying attention to the type of service they receive‚ it’s within the hospitality industry. From restaurants to hotels‚ it is the job of the hospitality service provider to maintain customer happiness and satisfaction. Nowadays‚ it is not enough for a hospitality business to know that their guests
Premium Customer service Quality of service Service of process
International Journal of Business and Manegement; Vol. 7‚ No. 14; 2012 ISSN 1833-3850 E-ISSN 1833-8119 Published by Canadian Center of Science and Education Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments Ala`a Nimer AbuKhalifeh1 & Ahmad Puad Mat Som1 1 School of Housing‚ Building and Planning‚ Universiti Sains Malaysia‚ Penang‚ Malaysia Correspondence: Ala`a Nimer AbuKhalifeh‚ School of Housing‚ Building and Planning‚ Universiti
Premium Quality of service Hotel Service system
Teamwork in the Tourism and Hospitality Industry-A case study of Labadi Beach Hotel-By HELENA ODOI INTRODUCTION Organisations are described as social entities with a common goal of providing goods or services to their clients on a profit or not-for-profit bases. As social entities‚ organisations are made up of groups of people who must work together and coordinate their efforts to achieve a common goal. This calls for the creation of groups or teams within organisations with their individual or
Premium Hotel Team Security guard
Case Study 5: General Electric Prices Clarence Burke began working for the heavy-equipment division of General Electric as soon as he graduated from college in 1926. Clarence was an energetic‚ hard-driving‚ and tenacious person and looked forward to a promising career at GE. The heavy electrical equipment division at GE was the oldest part of the company‚ around which the rest had been built‚ and it still accounted for a quarter of its sales. Moreover‚ GE dominated the heavy electrical equipment
Premium General Electric Cartel Thomas Edison
Global Strategy and Leadership SMA 要重 Module Module 1 - An introducing to strategy and leadership Introducing strategy and leadership The evolution of strategy Differentiating strategy Operational effectiveness Competitive strategy productivity frontier Figure 1.1 Reading 1.1 Are you sure you have a strategy? The elements of strategy Arenas Vehicles Differentiaors Staging Economic logic IKEA Table 1 Testing the quality of your strategy The emergence ( ) of strategy Developing
Premium Strategic management Strategic planning
EXPERIENCE HBR.ORG Case Study The Experts Bruce Chizen (bruce@ chizenventures.com) is a venture partner at Voyage Capital in Seattle and a senior adviser at Permira Advisers‚ which is headquartered in London. He was previously the CEO of Adobe. ILLUSTRATION: MONICA HELLSTRÖM Debra Benton (debra@ debrabenton.com) is an executive coach‚ the founder of Benton Management Resources in Livermore‚ Colorado‚ and the author of CEO Material: How to Be a Leader in Any Organization
Premium Harvard Business School Chief executive officer