services marketing integrating customer focus across the firmChapter 01 Introduction to Services Multiple Choice Questions 1. (p. 4) In the simplest terms‚ _____ are deeds‚ processes and performances. A. Attributes B. Experiences C. Services D. Goods E. Benefits Difficulty: Easy 2. (p. 4) The maintenance contract offered by Sears on its Kenmore refrigerators‚ dishwashers and microwaves is an example of a(n) _______. A. Service B. Experience C. Attribute D. Good E. Benefit Difficulty:
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Chapter 11 Creating delivery systems in place‚ cyberspace and time Learning Objectives- What are the options for delivering our service? * What physical and electronic channels can we use? * Should we offer customers a choice? * What physical evidence should our facilities present? * When and where should our service be available? * Is it feasible to shift from high-contact to low-contact delivery? * What options exist for using third-party intermediaries? Definitions
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EXECUTIVE SUMMARY Customer service is the service provided to customers before‚ during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Bad customer service can generate complaints. It can result in lost sales‚ because consumers might take their business to a competitor. Good customer service involves developing bonds with customers‚ hopefully leading to long term relationships. It
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variable. Or have a mediating variable between both. Or moderating variables which are categorical by nature. - Data Types (Nominal‚ Ordinal‚ Interval‚ Ratio) - Research is evidenced-based / Empirical - Correlation between variables - Regression (Multi-Linear Regression) - Mixed Method - Quantitative then Qualitative - Qualitative then Quantitative Customer Satisfaction = Sum of Service Elements Facilitates service improvements‚ increases profits Performance
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Airlines and GoAir. All this was due to well planned service model and its efficient operations by its staff. SpiceJet has passenger service as well as cargo services on the same flight. It connects major cities in India including all Tier 1 cities and major tier 2 cities. It also has a few international flights. Cargo transportation accounts to major revenue creation but the brand name has been created due to its passenger transportation service model. SpiceJet has around 2500 employees on its roll
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Abstract: The service quality means to customer’s satisfaction‚ which leads to customer loyalty‚ considerable practitioner interest has focused on programs to improve service quality. Customer perception is very important factor to measure service quality. This paper aims to assess customers perception on the different dimensions of service quality such as responsiveness‚ tangibility‚ assurance‚ empathy‚ reliability and the overall service quality in Standard Chartered bank‚ the top banking service provider
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A NEW APPROACH TO AUTOMATIC WEB SERVICES COMPOSITION by Luong Viet Phong A thesis proposal submitted in partial fulfillment of the requirements for the degree of Master of Engineering. Examination Committee: Prof. Vilas Wuwongse (Chairman) Nationality: Vietnam Previous Degree: Bachelor of Information Technology Ho Chi Minh University of Technology
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------------------------------------------------- Consultancy Services Indian CST: Consultancy Services (Indian CST) aims to bridge the divide between formal Governmental institutions and the citizens across the world by bolstering National/State organs of governance and other public and citizen centric entities with technology‚ public policy‚ change management consultancy and knowledge sharing. Indian CST provides its consultancy expertise to Central Governments‚ State Governments‚ Central
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International Journal of Service Industry Management Emerald Article: Service portraits in service research: a critical review Bo Edvardsson‚ Anders Gustafsson‚ Inger Roos Article information: To cite this document: Bo Edvardsson‚ Anders Gustafsson‚ Inger Roos‚ (2005)‚"Service portraits in service research: a critical review"‚ International Journal of Service Industry Management‚ Vol. 16 Iss: 1 pp. 107 - 121 Permanent link to this document: http://dx.doi.org/10.1108/09564230510587177 Downloaded
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Supplementary Vitamins taken in by MMSU Students A Term Paper Submitted to: Dr. RITHA B. REYES In Partial Fulfillment of the Requirement in English 2 _____ by ALFIE MONJE MARJORIE ANN P. TABIJE BS in Accountancy College of Business‚ Economics‚ and Accountancy Mariano Marcos State University March 2011 OUTLINE Thesis Statement: Students take in supplementary vitamins to improve their health. 1. Introduction 1.1 Vitamins 1.1.1 Definition of Vitamins 1.1.2 Importance
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