1. Relevant literature The literature pertaining to relationships among customer satisfaction‚ customer loyalty‚ and profitability can be divided into two groups. The first‚ service management literature‚ proposes that customer satisfaction influences customer loyalty‚ which in turn affects profitability. Proponents of this theory include researchers such as Anderson and Fornell (1994); Gummesson (1993); Heskett et al.(1990); Heskett et al. (1994); Reicheld and Sasser (1990); Rust‚ et al. (1995);
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marketers to ‘delight’ their customers? Introduction The world we live in today has become highly competitive in terms of delivering value to the customers and is primarily due to the increasing competition in every business sector. Just because we as consumers have a wide variety to choose from‚ the companies have to strive more and more to expand and retain their customer base thus delighting their customer is highly imperative for any organization. What is Customer Delight? In our everyday
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Drama Assessment – Commedia dell’Arte This term during our drama lessons we have been exploring and learning about Commedia dell’Arte‚ a comical and slapstick style of theatre that first became popular in Italy during the 16th century. I had never heard of Commedia before we began studying it in class‚ so my first impressions were that it was extremely over the top and exaggerated! At the start of the topic I didn’t think that I would enjoy it very much as‚ because of the use of stock characters
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Sino College Customer Relations Management Strategies Victor Chak Billy Keung Jonathan Cheung Customer Relationship Management (BMC 333) Kenneth Ng 22/11/2013 Table of Contents Introduction 1 Contents 2 1.Organization background 1.1 Weakness in CRM strategies 2.1 2.New mission statement 2.1 Slogon & core value 2.2 Target market selection 2.2 3.New Loyalty program 2.4 4.General Customer relations strategies 2.5 Conclusion Reference Introduction
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Focus BPR from Dell Inc. In recent centuries‚ market conditions are changing all the time. Tens of thousands of enterprises are faced with severe challenges due to the increasingly fierce competition. The competition makes customers have more choices for commodities as well as higher requests to services. What should companies do for the sake of gaining a foothold and developing their own advantages? Most of them had already found the answer – business process reengineering. Business process
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Dell Situation Analysis and SWOT By: Nicole Saathoff History Dell was started in 1984 by a college student‚ Michael Dell. Dell started the company off out of his college dorm room. He bought IBM compatible computer parts at wholesale prices and built computers that resembled IBM models. He sold them to people looking for a PC but not wanting to pay the retailer prices. After making $80‚000/mo‚ he dropped out of college and started Dell Computer Corp.(Free Encyclopedia of Ecommerce) He started
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the U.S. IKEA’s mission is to “offer a wide variety of home furnishing of good designs and function at prices so low that the majority of people can afford to buy them. IKEA’s target market is the young‚ highly educated‚ liberal in their cultural values‚ white collar workers and not especially concerned with status symbol. IKEA products have a universally accepted assortment around the world. IKEA’s strategy is based on cost leadership where most of their manufacturing activities are outsourced
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www.ccsenet.org/ijbm International Journal of Business and Management Vol. 7‚ No. 7; April 2012 The Study of Customer Satisfaction‚ Customer Trust and Switching Barriers on Customer Retention in Malaysia Hypermarkets Seiedeh Nasrin Danesh Faculty of Management and Information Technology‚ UCSI University Jalan Menara Gading‚ UCSI Heights‚ 56000 Kuala Lumpur‚ Malaysia Tel: 60-17-313-2730 E-mail: Danesh.nasrin@yahoo.com Saeid Ahmadi Nasab Faculty of Management and Information Technology
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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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Journal of Business Management Vol. 5(1)‚ pp. 187-195‚ 4 January‚ 2011 Available online at http://www.academicjournals.org/AJBM DOI: 10.5897/AJBM10.951 ISSN 1993-8233 ©2011 Academic Journals Full Length Research Paper A study of customer satisfaction‚ customer loyalty and quality attributes in Taiwan’s medical service industry Hsiu-Yuan Hu1‚ Ching-Chan Cheng2‚ Shao-I Chiu3* and Fu-Yuan Hong3 1 Department of Food Technology and Marketing Management Taipei College of Maritime Technology
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