The research register for this journal is available at http://www.mcbup.com /research_registers IJQRM 18‚7 722 Received August 2000 Revised February 2001 The current issue and full text archive of this journal is available at http://www.emerald-library.com/ft Case studies on the implementation of TQM in the UK automotive SMEs Sha’ri Mohd. Yusof Universiti Teknologi Malaysia‚ Johor Bahru‚ Malaysia‚ and Elaine Aspinwall University of Birmingham‚ Birmingham‚ UK Keywords TQM
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CUSTOMER SERVICE EXCELLENCE Today’s customers are more aware and empowered‚ and have more bargaining power due to the exponential increase in competition – direct‚ indirect or substitute. In retailing‚ they want hassle-free shopping‚ have less time at their disposal to locate the shop and the merchandise and are reluctant to keep waiting. The modern format retail stores are doing their best to anticipate the customer’s demands and are going all out to redesign their store interiors‚ offer more
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CUSTOMER RELATIONSHIP MANAGEMENT IN MARKETING FINANCIAL SERVICES (A CASE STUDY OF UNIBANK GHANA LIMITED) ABSTRACT Customer relationship management is a customer focused business strategy that dynamically integrates sales‚ marketing and customer services‚ in order to create and add value for the company and its customer. Consequently‚ the research project addresses problems of customer relationship management in the banking industry. Some of the problems are in the past few
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e-mail: awotedu@worldonline.co.za Abstract Background The study aimed to i) investigate the smoking habits of students attending tertiary institutions of learning in the Eastern Cape Province (ECP) and ii) determine the knowledge of the students about the health hazards of smoking and their attitude towards current government anti-smoking legislation. Methods This was a questionnaire-based study involving all seven tertiary institutions of learning in the ECP‚ viz. the Universities of Transkei‚
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Media: Most of the budget First‚ advertising media take up most of the advertising budget. Media time and space are expensive: in a typical advertising campaign‚ the media costs account for 80 to 85 percent of the advertising budget; the remaining 15 or 20 percent covers research‚ message‚ production‚ evaluation‚ and profits for the advertising agency. Advertising media control the bulk of adverting budget‚ therefore they spend sufficient time and efforts making sure that the media plans are
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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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A Research Project Report Titled ―Customer Satisfaction on Public And Private Bank Loan‖ Submitted in partial fulfillment for the Award of degree of Master of Business Administration 2010-2012 Global Institute of Technology Sitapura‚ Jaipur (Raj)-302022 Submitted To: Submitted By: Mrs.Mamta Soni Mahendra Singh Rathore (Ast.professor) (MBA IV SEM) DECLARATION Hereby I declare that the project report titled―Customer Satisfaction On Public And Private Bank Loan‖submitted
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Vennette Gonzalez Mr. Warner English 111 (032W) 19 November 2012 "Beauty": The evolution of perception When looking in the past to see how people lived and viewed the world‚ there is one commonality that stands out. A woman’s beauty says a lot on how the culture and the people of that society perceived themselves and others. These past perceptions affect how current society and culture is perceived not only by the individuals of our generation but by our future generations as well. This paper
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Customer Relationship Management (CRM) Learning Objectives Define CRM; Understand the importance of CRM; Explain the determinants of CRM and the key stages in its development; Discuss the main functions and various models of CRM; Explain the role of salespeople as relationship developers Discuss the management of customer relationships. Customer Relationship Management (CRM) What is Customer Relationship Management (CRM)? CRM is “the development and maintenance of mutually beneficial
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Abstract The media portrayal of policing is filled with both positive and negative representations of police work. As a result‚ a complex relationship exists between media consumption and public attitudes towards the police. The purpose of this study is to test the impact that media consumption has on attitudes toward police misconduct. The research design proposed for use in this study would be the experimental design‚ a two-group‚ posttest-only‚ randomized experiment. Introduction The
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