Chapter 11 Creating delivery systems in place‚ cyberspace and time Learning Objectives- What are the options for delivering our service? * What physical and electronic channels can we use? * Should we offer customers a choice? * What physical evidence should our facilities present? * When and where should our service be available? * Is it feasible to shift from high-contact to low-contact delivery? * What options exist for using third-party intermediaries? Definitions
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you’ll have a great time with Vodafone‚ but if you’re not happy with your device‚ you’ll need to go back to the company you bought it from to find out what to do next. Once again‚ welcome to Vodafone and thanks for choosing us. Vodafone Customer Services team Your account details Account number 687970078 Mobile number 07449659303 Contract start 14-Jun-13 Minimum commitment end 13-Jun-14 UK minutes 600 UK texts UNLIMITED
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Research is evidenced-based / Empirical - Correlation between variables - Regression (Multi-Linear Regression) - Mixed Method - Quantitative then Qualitative - Qualitative then Quantitative Customer Satisfaction = Sum of Service Elements Facilitates service improvements‚ increases profits Performance is measured by asking questions about satisfactions Performance = Satisfaction Week 12 & 13 Tutorial Chapter 13 & 14 1. Describe the factors that may encourage or inhibit a
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Format Two lectures every week: • Wednesday 10-11 & Thursday 1-2pm One weekly seminar • Please sign up for a seminar slot (on moodle) if you have not already done so! • http://moodle.coventry.ac.uk/hub/ Self directed/online study. Seminars • Case studies • Practical exercises for hands-on experience of using project management techniques • Discussion • Please prepare for seminars and be ready to participate. Assessment • Coursework 1 = 50% • Coursework 2 = 50% • You must get a
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Caterpillar Tony Keller MBL 524: Financial Management for Business Leaders Catherine Frost May 29‚ 2013 Caterpillar In the 1890s and early 1900s‚ Benjamin Holt created wooden tracks that were chained together that he fastened to a steam tractor. This created an easier maneuverable tractor across the soft dirt of San Joaquin Valley Delta‚ California therefore causing easier and faster farming as well as construction. His photographer‚ Charles Clements‚ who
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questions: 1._____ is endowing products and services with the power of a brand. Your Answer: | Branding | 2._____ is the added value endowed to products and services. Your Answer: | Brand equity | 3.______ are those trademarked devices that serve to identify and differentiate the brand. Your Answer: | Brand elements | 4._____ marketing is about mixing and matching marketing activities to maximize their individual and collective effects. Your Answer: | Integrating | 5._____ is consumers’
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designed to be in class exercises that your students can work on in class. This is a master document that provides all worksheets questions and answers. You can modify or change it as needed in order to prepare one page two sided exercises for your students to hand out in class. You can also easily turn the answers into powerpoint slides to review the answers in class. Table of Contents Worksheet: Metric 1 Expense Types 2 Worksheet: Metric 2 Percentage Change 5 Worksheet: Metric 3 Market
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importance of internal marketing in service product development. The first part of this essay will discuss the origin and growth of the concept of internal marketing. Then it will focus on the benefits of internal marketing. In the later part‚ it will demonstrate a specific case‚ Mary Kay‚ which has successfully implemented internal marketing. It shall first briefly introduce fuzzy sets and related concepts. The concept of internal marketing originally emerged from the services marketing literature (Berry
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Caterpillar Inc. was formed in 1925 when Holt Manufacturing Company and the C. L. Best Tractor Co. merged to form Caterpillar Tractor Co. These two companies were formed by Benjamin Holt and Daniel Best‚ thus the two founders of Caterpillar. Throughout their history‚ Caterpillar has continued to update and diversify their product lines to meet the demands of consumers. In 1931‚ the first Diesel Sixty Tractor rolled off the assembly line in East Peoria‚ Illinois‚ offering a new efficient source
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Caterpillar Page 1 of 8 An Operation’s Perspective of Caterpillar Ryan Operations Management – MAN4504 Prof. City College June 6‚ 2007 Caterpillar Page 2 of 8 Summary This paper provides a brief history of the company caterpillar as well as an perspective on several key points of their operations.
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