Dissertation Proposal Submission Date:12/10/2009 LOYALTY AND CUSTOMER RELATIONSHIP MANAGEMENT IN TESCO PLC. CONTENT PROVISIONAL TITLE……………………………………………………………...4 1. INTRODUCTION……………………………………………………………...….4 1.1. The Importance Of Customer Relationship Management………4 1.2. Retail Industry…………………………………………………………...5 1.3. Tesco……………………………………………………………………...7 2. LITERATURE OF VIEW……………………………………………………..….7 2.1. Customer service…………………………………………………….…8 2.2. Tesco’s Concept
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link between loyalty and profits in order to get strong returns on relationship programs. 2. Companies will have to find ways to measure the relationship between loyalty and profitability so that they can better identify which customers to focus on and which to ignore. 3. Loyal customers will be more familiar with a company’s transaction processes. Because they need less hand-holding‚ the company should find it cheaper to deal with them. 4. Consumers expect and get some tangible benefits for their
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CONSUMER SATISFACTION BETWEEN AIRTEL 1 AND VODAFONE CONSUMER A consumer is an individual who purchase or has the capacity to purchase goods and services offered for sale by marketing institutions in order to satisfy personal or household needs‚ wants or desires. According to a statement made by Mahatma Gandhi‚ ‘consumer refers to the following‚ “A consumer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an outsider to our business. He
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Business Ethics and Wealth Creation: Conceptual Clarifications and Research Questions Introduction Three considerations led me to the choice and investigation of this topic of business ethics and wealth creation. In his fascinating and powerful historical account “why some [nations] are so rich and some so poor‚” David Landes (1999) scrutinizes the winners and losers in the process of wealth creation over the last 50 years. On the winners’ side‚ in addition to “the thirty wonderful years from
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INTRODUCTION TO THE STUDY Customer satisfaction is defined as the measurement of how a company’s products or services meet or surpass its customer’s expectations. It is also a measure of how the customer perceives the way the company’s representatives dealt with his or her needs. Customer satisfaction plays an important role in determining the likelihood of an organization’s success and profitability over the long term. It is an important way of business to develop customer loyalty that in turn builds
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What is Business Ethics? Business ethics is exactly the same as normal ethics‚ and that knows what is right or wrong‚ and learning what is right and what is wrong in a business environment. Then doing the right thing‚ but "the right thing" is not as straightforward as explained in many business ethics books. Most ethical dilemmas in the workplace are not simply a matter of "Should she steal from him?" or "Should he lie to his boss?" Businesses cannot function without ethics‚ why? Society dictates
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Values & Ethics in Business X420 Discussion Session #80 Kelley School of Business Values Abstract ideals that shape an individual’s thinking and behavior – a moral compass Instrumental values – certain way of behaving is appropriate in all situations – “means”. Terminal values – enduring belief in the attainment of a certain end state – “ends”. A moral compass These abstract ideals can result from Religion Philosophy Family teachings Instrumental values As the means to an
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4. THEORETICAL APPROACHES TO BUSINESS ETHICS 7 4.1 SOCIAL SCIENTIFIC POSITION 7 4.2 MANAGERIAL POSITION 7 4.3 ORGANISATIONAL INTEREST POSITION 8 4.4 ETHICAL GUIDANCE POSITION 9 4.5 ETHICAL CONTROL POSITION 9 4.6 ETHICAL DEVELOPMENT POSITION 10 5. MYTHS 11 5.1 DOG EAT DOG 11 5.2 IT’S NOT SO SERIOUS 11 5.3 IF YOU CAN’T BEAT THEM JOIN THEM 12 5.4 SURVIVAL OF THE FITTEST 12 5.5 NICE GUYS COME SECOND 13 5.6 ALL THAT MATTERS IS THE BOTTOM LINE 13 6. ETHICAL DIMENSIONS
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[pic] SUBJECT : Business Ethic SUBJECT CODE : UGB210 MODUL LEADER : Mark Winter MODUL TUTOR : Adeline STUDENT NAME : STEVEN CHANG SERN YEH STUDENT ID : Executive Summary This is an ethical audit report‚ the author will discuss about the ‘snapshot’ of British Petroleum’s business ethics. The report will identify the main ethical dilemmas faced by BP such as manipulating price‚ polluting the environment and violating human rights and employee safety. These ethical dilemmas will
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relax for the same time. Measuring and managing customer satisfaction is important for the survival‚ development and success of the tourism business (Sirakay‚ 2003). Customer’s satisfaction is the main concern for every resort and hotel in order to keep the customers loyal to the resort and make them permanent visitors. It is believed that higher level of customer satisfaction may result in higher levels of repurchase. When measuring customer satisfaction‚ the basic premise is that consumers reflect
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