Activities for Customer Service Excellence Peter R. Garber HRD Press‚ Inc. • Amherst • Massachusetts Copyright © 2005‚ HRD Press‚ Inc. The materials that appear in this book‚ other than those quoted from prior sources‚ may be reproduced for educational/training activities. There is no requirement to obtain special permission for such uses. We do‚ however‚ ask that the following statement appear on all reproductions: Reproduced from 25 Reproducible Activities for Customer Service Excellence‚
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Customer Satisfaction Policy Intent Thomas Cook Group is one of the oldest and most respected travel agencies in Britain. We contribute to creating excellent holidays not only through the flights and accommodation we provide‚ but also the service given by our staff at every stage‚ from a customer’s initial enquiry through to their journey home. All customer-facing employees are therefore given training in customer service and creating the best-possible holidays for our guests. -For the purpose
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Marriott cost of capital Objective: 1) Calculate the divisional and the company cost of capital and explain the calculation. 2) Evaluate Marriott’s use of company cost-of-capital rate for the individual divisions. Cost of Capital for Lodging Division can be expressed as CC = We*Ce + Wd*Cd. For the weights of debt and equity (We and Wd)‚ the 1988 target-schedule rates of debt-to-assets and debt-to-equity were used as the only measures available in the case. Cost
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Strengths and Weaknesses The ideal joint partnership for Marriott will be with a corporation that has tangible and intangible resources (i.e.‚ assets‚ skilled employees) and years of experiences in the business which would be complementary (Schmitz‚ 2012; Jurevicius‚ 2013); therefore‚ assessing the strengths and weaknesses of a potential partner is vital. Strengths. Strengths of Frasers are analyzed to determine how they align with Marriott’s search for joint partnership (Fraser Centrepoint
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se | 2010 | | BUSI 640 Leigh Healey Alex Lutz November 30th | [Marriott Case Study] | Professor Triantis | 1. What is the weighted average cost of capital (WACC) for Marriott Corporation based on its target debt-equity ratio? Use a 34% tax rate. WACC = [(E/D+E) * Re] + [(D/D+E) * Rd(1-Tc)] Be = [1 + (1-Tc) d/e]*Ba 1.11 = [1+(1-.34}.41/.59]*Ba Ba = .76098 Using statistics from page four of the assigned case study: Risk Free rate (Rf) = 8.72 % (10yr rate)
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ANALYSIS OF SERVICE QUALITY AND CUSTOMER SATISFACTION‚ AND ITS INFLUENCE ON CUSTOMER LOYALTY. (Passengers Survey of Domestic Full Service Airlines Company “Garuda Indonesia” in Indonesia) Mohamad Rizan Management Department of Economics Faculty‚ State University of Jakarta‚ Indonesia dr_rizan@yahoo.com ABSTRACT The aims of research are : 1) Analyzing service quality‚ customer satisfaction and loyalty of full service airlines company (Garuda Indonesia) in Indonesia‚ and 2) Testing
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EXECUTIVE SUMMARY Marriott International envisions itself to be the world’s lodging leader. Its mission is to provide the best possible lodging services experience to customers who vary in backgrounds‚ language‚ tradition‚ religion and cultures all around the world. Marriot is committed to environmental preservation through using environment-friendly technology and engages in social responsibility and community engagement. We value our shareholder’s so we will only take steps that will ensure
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FBE 421 Marriott Corporation ------------------------------------------------- Introduction Founded in 1927‚ Marriott Corporation has become one of the leading food service companies in the United States. As of 1987‚ Marriott recorded a profit of $233 million on sales of $6.5 billion and retained a high sales growth rate of 24%. Marriott runs on three major lines of business lodging‚ contract services‚ and restaurants. Lodging division which includes 361 hotels generated 41% of 1987 sales
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a. What business is Marriott in? Are the four components of Marriott’s financial strategy consistent with its growth objective? b. How does Marriott use its estimate of its cost of capital? Does this make sense? c. What is the weighted average cost of capital for Marriott Corporation? • What risk-free rate and risk premium did you use to calculate the cost of equity? • How did you measure Marriott’s cost of debt? 1. Are the four components of Marriott ’s financial strategy consistent
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Rennick Palley‚ Zhihui Zhang‚ Aaron (Jialin) Zhong DATE: August 22nd‚ 2013 ------------------------------------------------- RE: Mariott Corporation Capital Structure ------------------------------------------------- Marriott Corporation‚ with its comparative advantage in hotel development and management‚ has expected excellent future growth and profitability. Such increase in sales might bring in extra cash flow‚ resulting in underutilized debt capacity. Therefore‚ we have performed a thorough
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