Spring 2010 (Jan-Jun) Master of Business Administration-MBA Semester 4 MK0006 – Services Marketing and Customer Relationship Management - 2 Credits (Book ID: xxxxxxx) Assignment Set- 1 (30 Marks) Note: Each question carries 10 Marks. Answer all the questions. Q.1 a. What do you mean by physical evidence in services? Give examples. (5 marks) b. Write a note on service development. (5 marks) Q.2 a. Briefly explain the terms “customer expectation” and “customer perception”. (6 marks) b. What
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I. Introduction Emerging markets are nations with social or business activity in the process of rapid growth and industrialization. The economies of China and India are considered to be the largest. According to the Economist many people find the term outdated‚ but no new term has yet to gain much traction. Emerging market hedge fund capital reached a record new level in the first quarter of 2011 of $121 billion. The seven largest emerging and developing economies by either nominal GDP or GDP (PPP)
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| | Relationship Marketing Approaches in Services Marketing | | | Over the last years the focus of marketing has changed from transactional to relationship marketing because companies realized that is cheaper to keep old customers rather than attracting new ones. Also this shift has occurred because of the intense rivalry that can be noticed in every industry. Besides its main goal of retaining customers and encouraging repeats‚ relationship marketing also creates value through
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[pic] MGT 6220 – Health Care Human Resource Management Outsourcing Trends – Health Services Professionals Fall 2012 Research Paper Anthony Edens Thomas Grumley Outsourcing Trends – Health Services Professionals In today’s healthcare environment‚ hospitals are facing increasing pressure to reduce costs‚ increase efficiency and improve the quality of patient care. Although some of the details of the impending changes may not be perfectly defined‚ the industry is certain
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EMERGING MARKETS While no generally agreed upon definition for emerging markets exists‚ the term refers to low-income countries which generally have a rapid pace of economic development and where government policies favour economic liberalization (Hoskisson et al‚ 2000). These markets not only do some have high economic growth rates but nearly all have high population growth rates (Reynolds‚ 2006). Some countries can be identified as big emerging markets. According to the World Bank‚ the five biggest
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Disease Trends and the Delivery of Health Care Services HCA 240 Disease Trends and the Delivery of Health Care Services The 2010 Census Bureau revealed that the United States population was 308.7 million as of 1‚ in April 2010‚ a rise‚ of 9.7% in the population since the year 2000. There was also a 9.9% increase on males now over 151.8 million in the population‚ as compared to females which is about 9.5% or 157 million. Out of the 308.7 million‚ 112.8 of them are between the ages of 18 and
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CRUCIGRAMA #1 de Mercadotecnia de Servicios DEFINICIONES: HORIZONTAL: 1 When customers have had service problems in the past‚ when they are in a hurry or when they have an emergency‚ are examples of: _____ service intensifiers. 4 Personal factors that are stable over time and increase a customer’s sensitivity to how the service should be provided‚ are known as _____ service intensifiers. 5 In this type of trade‚ companies are mostly small and employing fewer than 50 workers‚ which 2/3
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Partnership with different restaurants. App in three OS. Minimum Order: 200 Taka. Delivery Cost: 50 Taka. Chal Dal: There is no delivery charge. Service charge is included in the product cost. BD Hut .com: Payment system is good. Free delivery in Dhaka. Mobile recharge. Loyalty point is given to customer. Return Policy is good. Ease of access is poor. Service Proposition: what kind of service are they offering. Mainly book‚ Apparel‚ Grocery items‚ sports item‚ beauty products‚ Food from restaurants. Customer perception:
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PORTERS FIVE FORCES (SEE APPENDIX 1)…………………………………………… 2 INDUSTRY STRUCTURE‚ ECONOMICS AND TRENDS…………………………………. 3 COMPETITOR ANALYSIS…………………………………………………….4 KEY SUCCESS FACTORS………………………………………………………………4 INTERNAL ANALYSIS…………………………………………………………………….5 COMPANY’S STRATEGY……………………………………………………………..5 FINANCIAL ANALYSIS…………………………………………………………………..6 OPERATIONS ANALYSIS (SEE TABLE IN APPENDIX 3)………………………………….. 6 MARKETING AND COMPETITIVE POSITION…………………………………………… 7 EVALUATION OF ALTERNATIVES………………………………………………………
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Task 1 – Emerging Themes Background The restaurant industry is increasing evolving in the way that they communicate with their customers. In the past restaurants could work with pen and paper and a telephone to manage and confirm their reservations with diners. With new technological advances in the industry‚ there are more options for restaurants to manage their businesses more effectively and efficiently by communicating to their customers through these channels. The selected industry –
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