BMA791 SERVICES MARKETING Semester 1‚ 2013 THIS UNIT IS OFFERED IN: Hobart Teaching Team: Dr Rob Hecker Marcus Bai Xuesong CRICOS Provider Code: 00586B Contact Details Unit Coordinator & lecturer: Dr Rob Hecker Campus: Hobart Room Number: 307 Email: Rob.Hecker@utas.edu.au Phone: +61 3 6226 1774 Fax: +61 3 6226 2170 Consultation Time: By appointment 2 Contents Contact Details ……………………………………………………………………………………………………………………… Page 2
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Case 2 “Four Customers in Search of Solutions” of your textbook (p.468) and answer the three questions described on p.469. 1- Based strictly on the information in this case‚ how many possibilities do you see to segment the telecommunications market? In this case customers have already passed the post-purchase stage as they found their solution to their needs at the Bell Telecommunication Company. They have evaluated the experience attributes and faced some issues; therefore they have contacted
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Service Marketing 10MBAMM314 Syllabus Module I Introduction to services: What are services‚ Why service marketing‚ Difference in goods and service in marketing‚ Myths about services‚ Concept of service marketing triangle‚ Service marketing mix‚ GAP models of service quality Module II Consumer behaviour in services: Search‚ Experience and Credence property‚ Customer expectation of services‚ Two levels of expectation‚ Zone of tolerance‚ Factors influencing customer expectation of services Customer
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Caterpillar Inc. Analysis FIN400 – Analyzing Financial Statements June 23‚ 2013 Caterpillar Inc. Analysis Caterpillar Inc. is a global company headquartered Peoria‚ Illinois. They specialize in the manufacturing and selling of construction‚ mining‚ and farm equipment. Caterpillar Financial Services is a subsidiary company that offers financing options to their customers. I currently work of a construction company and I specialize in the accounting management of the company’s assets. Approximately
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Caterpillar presentation Last night I had the pleasure to hear Julie Lagacy speak for Northern Illinois University BELIEF Week. Julie is the Vice-President of Finance Services Division at Caterpillar. She is married and has two children. I am very sure her family is proud of her. Julie talked about how Caterpillar employs about 125‚000 workers. They have a code of conduct that they started back in 1925 which is a value based system. They motto in this area is be present‚ seek‚ share‚ listen
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Introduction A service quality gap analysis is a management technique and a setting performance standard which is based on the actual level of business performance and delivered. By analyzing five gaps‚ firms can find some way to increase company’s profit and performance. Service quality gaps always occur in the real business environment and it is an inevitable problem. However‚ enterprises often based on their customers‚ markets and their product quality to analysis their SERVQUAL and help them
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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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concept of Customer Service Management based on customer involvement with Hotel-81. Researches in this report include academic journal articles‚ press release‚ newspaper report and textbook references dated no later than year 2008. In order to attain value co-creation‚ examinations of Critical Incidents and Zone of Tolerance behaviour in service encounter were used to study the target audience of Hotel-81. Models such as the SERVQUAL‚ Servicescape‚ Service Blueprint and Service Encounter traits were
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company. That is exactly what happened during the late 1980s and early 1990s at Caterpillar Inc.‚ a $30 billion global manufacturer of large construction and earth-moving equipment‚ engines‚ and power systems. “Cat‚” as people call it‚ is a company that had enjoyed a long-standing record of profitability and market leadership until 1982‚ when it was almost put out of business by an unanticipated surge of competition. Caterpillar rebounded reasonably quickly and successfully at that time; it returned from
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! Fundamentals of Marketing Homework. ! ! ! Autozone 1. Consider the auto parts buyer decision process. How has this process changed for new AutoZone customers. How has the economy influenced this change?! If we rely to Miami fl specifically to answer this question‚ it would be easy to answer‚ because in this city the majority of the population is Hispanic. This is a target that has immigrated from his native country‚ in which they are used to having their
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