London. Buttle‚ F (2009) Customer Relationship Management. 2ed. Oxford: Elsevier Ltd. Chau‚ P. and Hu‚ P. (2001) Information technology acceptance by individual professionals: A model comparison approach. Decision Sciences‚Vol. 32‚ (4)‚ pp. 699- 719. Danaher‚ P and Gallagher‚ R (1997) Modelling customer satisfaction in Telecom New Zealand. European Journal of Marketing‚ Vol. 31 (2)‚ pp. 122-133. DATA BASE MARKETING INSTITUE (2007) Churn reduction in the telecom industry [WWW]. Data base Marketing Institute
Premium Mobile phone
Marketing Theory http://mtq.sagepub.com On defining marketing: finding a new roadmap for marketing Christian Grönroos Marketing Theory 2006; 6; 395 DOI: 10.1177/1470593106069930 The online version of this article can be found at: http://mtq.sagepub.com/cgi/content/abstract/6/4/395 Published by: http://www.sagepublications.com Additional services and information for Marketing Theory can be found at: Email Alerts: http://mtq.sagepub.com/cgi/alerts Subscriptions: http://mtq.sagepub
Premium Marketing
Bibliography: ” European Journal of Marketing‚ 32/3-4 (1998): 184-251. 12. P.J. Danaher and J. Mattsson‚ “Customer Satisfaction during the Service Delivery Process‚” European Journal of Marketing‚ 28/5 (1994): 5-16. 13. J. Singh‚ “Understanding the Structure of Consumers’ Satisfaction Evaluations of Service Delivery‚” Journal of the
Premium Customer service Business process modeling Process management
Table of Contents 1. Introduction to the Cellular Service Provider Industry 2 2. SWOT 3 2.1. AT&T 3 2.2. Sprint Nextel 3 2.3. T-Mobile 3 2.4. Verizon 3 3. The Top 4 Competitors in the Cellular Service Provider Industry 3 3.1. AT&T 3 3.2. Sprint Nextel 3 3.3. T-Mobile 3 3.4. Verizon 3 4. Porter’s 5 Forces Error! Bookmark not defined. 4.1. Internal Rivalry Error! Bookmark not defined. 4.2. Threat of Entry Error! Bookmark not defined. 4.3. Substitutes and Complements Error! Bookmark
Premium Mobile phone
Customer Service Management and Business Performance at Vodafone Chapter 1 Introduction Customers are considered as the key for any business survival. As the market begins to saturate‚ customer retention will be a key factor in determining the success of a company (Kotler‚ 2003). As a highly competitive market‚ the mobile phone company that has the largest customer base and highest customer retention rate will be a market leader in the industry (Turel and Serenko‚ 2006). Ultimately the quality
Premium Mobile phone Customer service
Christine Moorman & Roland T. Rust The Role of Marketing As marketing gains increasing prominence as an orientation that everyone in the organization shares and as a process that all functions participate in deploying‚ a critical issue that arises is the role of the marketing function. Specifically‚ what role should the marketing function play‚ and what value does the marketing function have‚ if any‚ in an organization that has a strong market orientation? The authors take the view that though a
Premium Marketing
customer survey tools: using the quality sample. The Cornell Hotel and Restaurant Administration Quarterly 33 (6)‚ 18–25. 39. Callan‚ R.‚ 1994. Development of a framework for the determination of attributes used for hotel selectionindications c 40. Danaher‚ P.‚ Haddrell‚ V.‚ 1996. A comparison of question scales used for measuring customer satisfaction. International Journal of Service Industry Management 7 (4)‚ 4–26. 41. Gunderson‚ M.G.‚ Heide‚ M.‚ Olsson‚ U.H.‚ 1996. Hotel guest satisfaction among
Premium Hotel Spearman's rank correlation coefficient
A PROJECT REPORT On “JAPANESE MANAGEMENT” At Ingersoll Rand India Ltd 21-30‚ GIDC Estate‚ Industrial Technologies Naroda‚ Ahmedabad‚ Gujarat Submitted to Digital Computers (01964) Sikkim Manipal University By Shah Jagat Maheshbhai (520864056) in partial fulfillment o f the requirement for the award of the degree Of MBA IN [Operations Management] 1 Acknowledgement This “Japanese Management” is the outcome of sincere and positive contribution of various individuals. I cannot justifiably translate
Premium Six Sigma Lean manufacturing
V O L U M E 1 7 | N U M B E R 4 | FALL 2005 Journal of APPLIED COR PORATE FINANCE A MO RG A N S TA N L E Y P U B L I C AT I O N In This Issue: Executive Pay and Corporate Governance Pay Without Performance: Overview of the Issues A Remedy for the Executive Pay Problem: The Case for “Compensation Discussion and Analysis” Developments in Remuneration Policy Corporate Culture and the Problem of Executive Compensation Taking Shareholder Protection Seriously? Corporate Governance in the U.S
Premium Stock market Mergers and acquisitions Stock
INTERNET SHOPPING AND ITS IMPACT ON CONSUMER BEHAVIOUR MSc INTERNATIONAL BUSINESS By Fayu Zheng 2006 -1- ACKNOWLEDGEMENTS This research is the final dissertation for MSc International Business at the University of Nottingham‚ during the summer term of 2006. Firstly‚ I would like to thank Vicky Story for her invaluable support‚ guidance and availability throughout the course of this project. In addition‚ I would like to thank all the participants for sparing the time
Premium Electronic commerce Online shopping Internet