Business Administration-MBA Semester 4 MK0006 – Services Marketing and Customer Relationship Management - 2 Credits (Book ID: xxxxxxx) Assignment Set- 1 (30 Marks) Note: Each question carries 10 Marks. Answer all the questions. Q.1 a. What do you mean by physical evidence in services? Give examples. (5 marks) b. Write a note on service development. (5 marks) Q.2 a. Briefly explain the terms “customer expectation” and “customer perception”. (6 marks) b. What are the different bases for segmentation
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Management and Leadership Cortnie Edwards MGT/330 December 19‚ 2011 Alecia Cummings Management and Leadership Habitat for Humanity was founded in 1976 by Millard and Linda Fuller. The couple had a dream of following their Christian lifestyle and helping others in need. They wanted to help families living in poverty and build new homes. The idea was they would build housed with no profit and charge no interest. “The concept that grew into Habitat for Humanity International was born at
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Background of McDonald’s (Size‚ Employees‚ Reputation) McDonalds was founded in May 15‚ 1940. The founders of McDonalds are: Maurice McDonald‚ Richard McDonald and Ray Kroc. McDonald’s added 212 restaurants abroad the previous year‚ but its commanding lead left it still at the top in international presence between American based fast-food chains. The team which is leading McDonald’s in the UK: Jill McDonald‚ Richard Forte‚ Paul Pomroy ‚ Nick Hindle‚ Jez Langhorn‚ Lauren Cody‚ Henry Trickey
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McDonald’s (p. 266 in textbook) Due for both sections: Tuesday‚ 03 February‚ 2015 1. What were McDonald’s initial tactics to boost sales and counteract sluggish growth? One of the first tactics for McDonalds and other fast food industries is offering discounts and variety of new products to attract customers‚ as well as making new store designs. Another tactic is focusing on the through drive service. Drive-through service is 65% of the sales; they are trying to increase the speed of it by using timers
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Managing Customer Relationships QUESTIONS 6-1 Nonfinancial measures such as customer satisfaction and customer loyalty are important in managing relationships with customers‚ but an excessive focus on improving customer performance with only these metrics can lead to deteriorating financial performance. To balance the pressure to meet and exceed customer expectations‚ companies should also be measuring the cost to serve each customer and the profits earned‚ customer by customer. 6-2 Examples
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efficiency of the restaurant owned by the brothers and suggested an idea to open similar restaurants to Richard and Maurice McDonald. Kroc suggested that they franchise the restaurants throughout the United States‚ however‚ the brothers were hesitant and as a result‚ Ray Kroc offered to do it for them himself. McDonald’s has been in existence since the 1930’s and in 1948‚ the McDonald brothers shut down the carhop drive-in to become a self-serve operating restaurant. McDonald’s was incorporated in 1955
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Since most McDonalds have the same menu‚ it provides an easy economy of scale. McDonalds has more than 32‚000 restaurants around the world (Economies of scale). When McDonalds places an order‚ they don’t go and buy individual items‚ they receive them from a local wholesaler just like any other independent restaurant (Economies of scale). “McDonald’s is the world’s largest buyer of eggs; therefore they are able to negotiate the very best unit cost per egg during their enormous volume purchase and
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of products by McDonalds and make recommendations. Marketing Concept strengths and weaknesses. Production Concept: The production concept is the process of making and distributing the products to the business outlets. Some businesses only focus on its production process rather than the distribution process. The whole production concept consists of quality control of the product‚ testing and measurement of the product. The marketing concepts strengths are that it allows McDonalds to focus on specific
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McDonalds has a wider variety here with products starting from as low as Rs 20‚ while KFC has not been able to match that . McDonalds has set up its own supply chain investing huge amount which leads to lower costs and prices. The USP of McDonald’s was cheap fast food‚ and the company’s signature product‚ the Big Mac hamburger was considered an American icon. rior to its launch‚ the company invested four years to develop its unique cold chain‚ which has brought about a veritable revolution in
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Final Report of McDonald Corporation May 2013 Abstract This Analysis has provided views on several aspects of McDonald’s company basics as well as its operating structure and management styles. Initially‚ McDonald’s basic company profile and mission are introduced‚ including its strategies‚ value and ethical values and practices. Then McDonald’s social and environmental responsibility are illustrated through examples
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