students‚ class size‚ curriculum‚ and the government policies in education. According to Herzberg Motivation-Hygiene Theory‚ the factors causing satisfaction are different from those causing dissatisfaction‚ the two feelings cannot simply be treated as opposites of one another. The opposite of satisfaction is not dissatisfaction‚ but rather‚ no satisfaction. Similarly‚ the opposite of dissatisfaction is nodissatisfaction. While at first glance this distinction between the two opposites may sound like
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Chapter 5: Creating Customer Value‚ Satisfaction‚ and Loyalty GENERAL CONCEPT QUESTIONS Multiple Choice 1. ________ are adept at building customer relationships‚ not just products; they are skilled in market engineering‚ not just product engineering. a. Profit-centered companies b. Customer-centered companies c. Production-centered companies d. Sales-centered companies e. Promotion-centered companies Answer: b Page: 119 Difficulty: Easy AACSB: Reflective Thinking 2. The
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PROJECT REPORT On “Customer satisfaction regarding TATA MOTORS” (VAPI) Submitted in The partial fulfillment of the Degree requirement towards the Masters in Business Administration INTRODUCTION About Customer Satisfaction Introduction of Automobile Industry Industry performance in 2008-09 History of Mahindra & Mahindra Automotive Millstone‚ awards and accolades About Mahindra Bolero About Mahindra dealer CUSTOMER SATISFACTION Customer Satisfaction is the buzzword used
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name for over a century. There are many different classes developed to cater for the ever demanding customers. Some of the classes are C‚ D‚ E‚ G‚ K‚ L‚ R‚ S‚ T class. Also‚ Mercedes reputation is also build in the Formula One scene. 1. Customer retention Customer retention is an assessment that an organization takes to measure the customer defection. It is important because retained customers tend to spend more‚ need lesser loyalty cost and they tend to refer someone to your business. Therefore
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self-evaluation on job satisfaction. Data are collected from the Bangladesh Development Bank Limited (BDBL); it is a wholly state-owned commercial bank in Bangladesh. There are 26 departments in BDBL. The data was collected from each department through questionnaires. Our judgments are not only based on the questionnaire but also on our perceptions obtained from conversations with the employees and other observations. The survey showed positive and negative relations with job satisfaction. It was clear after
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A STUDY OF THE RELATIONSHIP BETWEEN ABSENTEEISM AND JOB SATISFACTION ABSTRACT Absenteeism - employees not showing up for work when scheduled is a major problem for organizations. Absenteeism is a habitual pattern of absence from a duty or obligation. Traditionally‚ absenteeism has been viewed as an indicator of poor individual performance‚ as well as a breach of an implicit contract between employee and employer As competitiveness of companies increases and fierce cost reduction applied to
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The Customers’ Revenge Atida Motors’ decades-old complaint policy may be no match for unhappy customers who threaten to take their case to YouTube. by Dan Ariely J IM MCINTIRE‚ vice president of customer service at Atida Motor Company‚ was just about to shut down for the day when he received an e-mail from his brother. “Go to Hell‚ Angel!” the subject line shouted. The message linked to a YouTube video. In “A Letter for Bill Watkins‚ CEO‚ Angel Airlines‚” two stolid executives – “Jeff”
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Section 1 – Understand the factors that affect an organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations‚ public organisations and third sector organisations. Please ensure you provide a description for each organisation‚ rather than a list. Organisation type Name of organisation Description of products and services Commercial organisation Microsoft Sells and makes a variety
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In Proceedings of the 17th IEE UK Teletraffic Symposium‚ Dublin‚ Ireland‚ May 16-18‚ 2001 QUANTIFYING CUSTOMER SATISFACTION WITH E-COMMERCE WEBSITES Hubert Graja and Jennifer McManis1 Abstract E-commerce is an increasingly significant part of the global economy. Users of E-commerce Web sites often have high expectations for the quality of service‚ and if those expectations are not met‚ the next site is only a click away. A number of performance problems have been observed for E-commerce Web sites
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Lind‚ J. 2007‚ Management Control in Inter-organizational Realationships‚ pp. 269-296. In: Hopper‚ Trevor‚ Northcott‚ Deryl & Scapens‚ Robert W.‚ eds‚ (2007). Issues in management accounting. 3. ed. London: Prentice Hall. Martin‚ R. 2010‚ The age of customer capitalism‚ Harvard Business Review‚ 88(1/2)‚ pp. 5865 Mundy‚ J. 2010‚ Creating dynamic tensions through a balanced use of management control systems‚ Accounting Organizations and Society‚ 35(5)‚ pp. 499-523 Otley‚ D‚ 1999‚ Performance management:
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