CAMBRIDGE ASSOCIATION OF MANAGERS GRADUATE DIPLOMA IN HOSPITALITY‚ TOURISM AND RECREATION. CUSTOMER SERVICE CUSTOMER SATISFACTION IN HOSPITALITY AND TOURISM INDUSTRY [A CASE STUDY OF WHITESANDS BEACH HOTEL] DONE BY : LYNETTE A. NYAGAYA CANDIDATE NO: CAM / 2008 / GD/ KEN/ 00425 PURPOSE : Fulfillment of CAM graduate diploma in hospitality‚ tourism and Recreation. [Customer service] Dated July 2008 Presented to : Cambridge Association of Managers‚ International Examinations‚ Cambridge‚ UK
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Contents BACKGROUND 2 Methods 3 Observations 3 Interviews 4 Data analysis 5 Results 5 Observational Results 5 Observed waiting time and service delivery time at different service stations 6 Socio-demographic characteristics of respondents 6 OPD clinics: patient experiences at the entrance gate‚reception and medical records 6 OPD clinics: consultation waiting time 7 OPD clinics: complaints and recommendations 7 Interviews with patients at the laboratory 8 Patient satisfaction
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Homework #2: Goods‚ Services‚ and Operations Management Written By: Tamara Ellis Prof. Samuel A. Garwon MGMT 480 – 002 March 6‚ 2013 1. Explain why a bank teller‚ nurse‚ or flight attendant must have service management skills. How do the required skills differ for someone working in a factory? What are the implications for hiring criteria and training? Service-providers need technical/operations skills plus human interaction and marketing skills. A bank teller‚ for example‚ must be able to
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QoS Enhancement and Performance Evaluation of Ad-hoc Routing Protocols for Rural Public Safety Chad Bohannan‚ Li Zhang‚ Jian Tang‚ Richard S. Wolff‚ Shen Wan‚ Neeraj Gurdasani and Doug Galarus Abstract—In this paper‚ we explore the feasibility of using Mobile Ad-hoc Networks (MANETs) for rural public safety. First‚ we discuss a QoS enhancement to a standard routing protocol‚ Dynamic Source Routing (DSR). By incorporating a new routing metric and the available bandwidth and delay estimation algorithms
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5 CHAPTER TWO LITERATURE REVIEW 2.0 Introduction………………………………………………………………………6 2.1 Definition of concepts…………………………………………………………….6 2.2 Relationship between service delivery and performance…………………….......6 2.3 Effect of service delivery on performance……………………………………....7 2.4 Forms of services offered by banking institutions……………………………...7 2.5 Research limitations……………………………………………………...……..12 CHAPTER THREE METHODOLOGY 3.0 Introduction……………………………………………………………………...12
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suggest that marketing managers are mixers of ingredients. Is that perspective a recipe for success when employing the 7 Ps to develop a services marketing strategy? The marketing mix is a business tool used in marketing products. The marketing mix is often crucial when determining a product or brand’s unique selling point‚ meaning that the unique quality that differentiates a product from its competitors‚ and is often synonymous with the 4 Ps: price‚ product‚ promotion‚ and place. However
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Services Marketing A service is the action of doing something for someone or something. It is largely intangible (i.e. not material). A product is tangible (i.e. material) since you can touch it and own it. A service tends to be an experience that is consumed at the point where it is purchased‚ and cannot be owned since is quickly perishes. A person could go to a café one day and have excellent service‚ and then return the next day and have a poor experience. So often marketers talk about the nature
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CHARACTERISTICS OF SERVICES The services have unique characteristics which make them different from that of goods. The most common characteristics of services are: Intangibility. Inseparability. Perish ability. Variability Intangibility Services are activities performed by the provider‚ unlike physical products they cannot be seen‚ tasted‚ felt‚ heard or smelt before they are consumed. Since‚ services are not tangibles‚ they do not have features that appeal to the customer’s senses‚ their
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The Effectiveness of the Quality of Service by Gokana‚ Ramen and Teppan to Customer Satisfaction A thesis that is purpose to ; Mr. Orlando To partial fulfilment of the requirement for completing methodology Subject Created by: Hendra (014201000032) International Business 2010 Class 2 Chapter 1 I. Introduction Effectiveness is the capability of producing a desire result. When something is deemed effective‚ it means it has an intended or expected outcome‚ or produces a deep‚ vivid
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followers into a military order called Khalsa which literally means "pure". Sikh men and women were initiated into the Khalsa by sharing a drink of sweetened water called "Amrit" a symbol of loyalty to God. After initiation‚ they are given the name Singh (Lion).In this religion‚ it is obligatory for all Sikh men to always have five K’s. Kesh‚ Kirpan‚ Kada‚ Kachcha and Kanghi (long hair‚ small sword; iron bangle drawer‚ and a comb).t all people stand equal. Guru Nanak was born into a hindu
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