DEPARTMENT OF TECHNOLOGY AND BUILT ENVIRONMENT An Exploratory Study of Customer Satisfaction Based on ACSI Model An application to the No.2 bus service in Gävle of Sweden Le Xue Chun Yang December‚ 2008 Master’s Thesis in Management of Logistics and Innovative Production Abstract This thesis used ACSI model as a theoretical basis‚ which is a cause-and-effect model‚ to measure the quality of goods or service that starts from “customer expectations” to “customer satisfaction”. The purpose
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Gold Paper 10 April 1994 Quality Customer Satisfaction Public Relations New Directions for Organisational Communication This publication has been funded by a grant from Deutsche Bundespost Postdienst © 1994 International Public Relations Association and the authors. All rights reserved. No part of this publication may be reproduced‚ stored in a retrieval system or transmitted in any form or by any means‚ electronic‚ mechanical‚ photocopied‚ recorded or otherwise‚ without written permission of
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References: Anderson‚ E.‚ Claes‚ F. and Donald R.‚ L. 1994. Customer Satisfaction‚ Market Share and Profitability: Findings From Sweden.Journal of Marketing 58 (July): 53-66 Brown‚ J Goolsbee‚ A. 2000. In a World without Borders: The Impact of Taxes on Internet Commerce‚ The Quarterly
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The Literature Review of Servicescapes Introduction: Shopping cannot simply be considered as an act of buying in an exchange for goods (C. Gardner and J. Sheppard‚ 1989). Because of the increasingly cut-throat competition‚ marketers and practitioners have to go great length to attract and retain customers. That is where the experiential marketing finds its inspiration. According to the vanguard of Morris B. Holbrook and Elizabeth C. Hirschman (1982)‚ experiential consumption is a view that focuses
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A Study of Consumers Behaviour towards Purchasing Decision of Car Mrs. Apurva Jain Assistant Professor‚ Department of Management‚ (MBA Programme)‚ Shrimad Rajchandra Institute of Management & Computer Application‚ Uka Tarsadia University‚ Bardoli apurva.jain@utu.ac.in 94277337227 Abstract: Consumer behavior represents the study of individuals and the activities that take place to satisfy their realized needs. That satisfaction comes from
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Barbara R. Bucklin‚ and John Austin (2001)‚ “An Objective Review of the Effectiveness and Essential Characteristics of Performance Feedback in Organizational Settings‚” Journal of Organizational Behavior Management‚ 21 (1)‚ 3–29. Anderson‚ Eugene W.‚ Claes Fornell‚ and Donald R. Lehmann (1994)‚ “Customer Satisfaction‚ Market Share‚ and Profitability: Findings from Sweden‚” Journal of Marketing‚ 58 (July)‚ 53–66. ———‚ ———‚ and Roland T. Rust (1997)‚ “Customer Satisfaction‚ Productivity‚ and Profitability:
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Sustainability Reporting / GRI Elaboration within the seminar “International Sustainability Management” Faculty II - Informatics‚ Economic and Legal Sciences Department of Business Administration and Education Ecological Economics Lecturers: Prof. Dr. Bernd Siebenhüner Meike Bukowski‚ M.A. Dipl.-Soz.Wiss. David Sichert Written by: Submission date: 30th March 2012 Contents Contents List of Figures II List of Abbreviations II 1 Introduction 1 2 Sustainability
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Gung Ho‚ Movie Analysis – Group 6 LLSMS2065B Cross-Cultural Competences and Management Group project – Film analysis Gung Ho (1986) Professors Marie-Thérèse Claes Ina Ehnert Louvain School of Management ‐ Academic year 2012‐2013 1 Gung Ho‚ Movie Analysis – Group 6 Table of Content Introduction .............................................................................................................................. 3 1. Presentation of the movie‚ “Gung Ho” ....
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Management of Organisations and Leading for Change All questions are based on the article “Renovating Home Depot” (pp. 2 – 6). In your answers‚ you should support your assertions with examples or evidence from the article. Although I have attempted to minimize the content overlap among the questions‚ you may‚ if necessary‚ cite the same example in more than one answer. You are allowed to make assumptions and speculations as long as you provide a reasonable basis for them and weave them cogently
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Because of permissions issues‚ some material (e.g.‚ photographs) has been removed from this chapter‚ though reference to it may occur in the text. The omitted content was intentionally deleted and is not needed to meet the University’s requirements for this course. PART II Connecting with Customers C H A P T E R 4 Creating Customer Value‚ Satisfaction‚ and Loyalty In this chapter‚ we will address the following questions: 1. How can companies deliver customer value‚ satisfaction‚ and
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