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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Term paper on CUSTOMER SATISFACTION AND BEYOND Subject: Sales management Submitted to: Mr. Raghunathan Submitted By: Group: 13 Praveen Kumar Jha (09234) Ravi Teja Reddy. S (0409020) Ramya. K (09238) Shwetha Reddy. T (0409018) Krishna Sumanth .C (0409004) Executive summary: Business industry today is complex. There are big competitions in every business. That is why many research and study are being conduct for their continuous growth. Customer’s loyalty is one factor that can help
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Chapter 1 INTRODUCTION 1.0 BACKGROUND There are enormous opportunities for savings in the tourism division of Malaysia. The Malaysia government is totally dedicated to the development of this division. Over the last 12 years‚ wide promotional campaigns have been engineered both locally and overseas to attract tourists from around the world. Even though the economic slowdown‚ the tourism industry is still remains strong. Today‚ Malaysia is one of the most popular tourist destinations in Asia
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Effects of Mobile Phones on Social Skills Kelly Schriever‚ Matt Seeberger‚ Mary Sweet‚ Emily Putnam Elizabethtown College March 17‚ 2014 Today we live in a world where communication through modern technology is almost required. Everywhere people are texting‚ emailing‚ writing blogs‚ and tweeting. It’s hard to go anywhere without seeing someone using a phone or the internet to connect with others. Most people would feel lost without the use of their phones. Of course
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Of the many factors that influence ethical behavior‚ three warrant particular attention: culture differences‚ knowledge‚ and organizational behavior. 1. cultural differences: what maybe considered unethical in one culture could be an accepted practice in another. managers may need to consider a wide range of issues‚ including acceptable working conditions minimum wage levels‚ product safety issues‚ and environmental protection. 2. knowledge: as a general rule‚ the more you know and the better
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By Kirk A. Johnson‚ Ph.D. Few would argue that advanced teacher training does not make a difference in student achievement. In fact‚ Professor William Sanders of the University of Tennessee argues persuasively that "the single most dominant factor affecting student academic gain is teacher effect."1 However‚ little statistical research is available for evaluating which type of training and teaching degree has the best effect on student achievement. As the demand for higher academic achievement and
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The purpose of the article below is to provide how different human factors affect personal support workers within patient homes. It examines the biopsychosocial factors that may impact performance of the individual in the occupation. As the environment for personal support workers varies depending on the client demands‚ the factors are plenty with various consequences. These factors will be further discussed‚ along with consequences that arise and the overall effect on the worker. Overview of
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2.1 Explain how development of children and young people is influenced by their range of personal factors. There are two main factors which affect a child and young person’s development. The first is personal factors this can be linked to genetics‚ health and learning difficulties all of which influence the development of a child. Then there is personality which is linked to the environment which is influenced later on in the development. Genetics Genetic information about a child is important
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How do limiting factors affect the rate of photosynthesis? Rate is the measurement of an amount of product or time. In the case of the rate of photosynthesis‚ it is measuring the gain of mass or growth over time. If the plant is an aquatic one that grows in water the rate of photosynthesis can be measured by counting oxygen bubbles or the volume of gas produced in a measured time period. A limiting factor is something that is present in the environment that has a short supply and because of that
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external forces that impact organizational behavior. The purpose of this paper is to explore the impact of internal and external forces on organizational behavior. The four forces we will discuss are‚ customer demands relating to Sinclair Oil‚ economic forces outside of Select Portfolio Servicing‚ restructuring within Nestle‚ and globalization factors relating to Northrop Grumman. Customer Demands Customer demands have a large impact on organizational behavior (OB) of the Sinclair Oil Corporation (SOC)
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