CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN MBUNGWANA CHRISTINE LUNGISWA 2009 CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN by MBUNGWANA CHRISTINE LUNGISWA Dissertation submitted in fulfilment of the requirements for the degree Master of Technology: Quality in the Faculty of Engineering at the Cape Peninsula University of Technology Supervisor: A Bester Co-supervisor: Prof. Dr. J A Watkins D. Phil.‚ D. Com.‚ Ph. D. Bellville November 2009 ii DECLARATION I‚ Christine Mbungwana‚ hereby
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HUMAN RESOURCES MANAGEMENT Continuous Assignment 2 Chapter 6: Performance Management and Appraisal Case Incident 1 Appraising the Secretaries at Sweetwater U Background: Rob Winchester is the newly appointed vice president at Sweetwater U and he faced problems after his university career began. Rob’s boss‚ Sweetwater’s president assigned him the first task of improving the performance appraisal system
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1. Zappos logistics contribute to its core competency and competitive advantage Sharing Information with Suppliers Zappos has a very special relationship with all of its suppliers. Through every interaction they work to WOW them by not only being great business partners but Zappos shares all of their inventory information with them. They developed an Extranet which allows venders to see on hand inventory‚ sales and pricing and margins. This insight provides Zappos with a clear competitive advantage
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Customer Service in Tourism Introduction The tourism industry has for long been known as one of the most profitable industry in the economic world today. The rapid growth of the said industry has increased in demand thus causing high competition in the sector. It is thus vital that quality customer services be implemented to win tourists in this very competitive industry. According to Noe (2010)‚ customer service defines
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do is by giving incentives to the best customer service performer during a period of time such as a gift card or VIP parking space. 3. What do you think of Marilyn’s listening‚ based on this brief description? Do you know people who communicate like she did? How do you react? I think from the brief description that Marilyn is a horrible listener. Thankfully I do not know people like that because I do not allow myself‚ but if someone were to communicate like that I would not respond nor comply so
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CUSTOMER SERVICE EXCELLENCE Today’s customers are more aware and empowered‚ and have more bargaining power due to the exponential increase in competition – direct‚ indirect or substitute. In retailing‚ they want hassle-free shopping‚ have less time at their disposal to locate the shop and the merchandise and are reluctant to keep waiting. The modern format retail stores are doing their best to anticipate the customer’s demands and are going all out to redesign their store interiors‚ offer more
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Wal-Mart: Customer Service Development and Training Wal-Mart: Customer Service Development and Training Walmart is a world leader in helping to save people money‚ but the company also strives to provide excellent customer service. This paper will address the training and development of Walmart’s employees to uphold this value. Through one-on-one training mixed with online courses‚ the HR department of Walmart can achieve this goal. The Training Need Walmart’s training needs
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Customer Service © 2006 Objectives Today we will learn how to Communicate effectively with customers Create a positive impression Develop and maintain customer service standards Plan good customer service Who are Customers? Definition of a customer Internal/external customers Customers are people who need your assistance. They are not an interruption to your job‚ they are the reason you have a job.. Explain that there are external and internal customers: People who phone‚ People who
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so distinctive about services marketing that it requires a special approach‚ set of concepts‚ and body of knowledge? Services are defined in as “deeds‚ processes and performances”. None of these physical objects are physical objects in which a customer can take ownership of‚ because it is so different from products‚ service marketing requires a special approach‚ set of concepts and body of knowledge. 2. What do you mean by variability of inputs and outputs in services? Give two examples.
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一、True/False Questions 1、Logistics clearly contributes to time and form utility. 2、The purpose of logistics is to maximize customer service. 3、Two of the five primary activities in the value chain are inbound logistics and outbound logistics. 4、The Internet has done little to improve logistical effectiveness and efficiency. 5、Logistics offers many companies an important route for creating marketing superiority. 6、It is better for a logistics manager to be a generalist rather than a specialist
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