MKT01909-2013-A: Service Management for Tourism and Hospitality Assignment 1: Part A Lecturer: Tony Brown Deng Hongfei 22012540 Table of Contents Section 1: Introduction 5 Statement of the purpose 5 Objectives 5 Report structure overview 5 Section 2: Organization overview 6 Description of operations 6 Bundle of services 7 Core service 7 Peripheral services 7 Feasibility of the project 7 Section 3: Target Market Customers
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Culture: The Missing Concept in Organization Studies Edgar H. Schein Massachusetts Institute of Technology Inattention to social systems in organizations has led researchers to underestimate the importance of culture—shared norms‚ values‚ and assumptions—in how organizations function. Concepts for understanding culture in organizations have value only when they derive from observation of real behavior in organizations‚ when they make sense of organizational data‚ and when they are
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International Journal of Business and Social Science Vol. 3 No. 16 [Special Issue – August 2012] The Impact of Service Quality‚ Customer Satisfaction and Loyalty Programs on Customer’s Loyalty: Evidence from Banking Sector of Pakistan. Samraz Hafeez SZABIST Islamabad‚ Pakistan. Bakhtiar Muhammad Faculty Member SZABIST Islamabad‚ Pakistan Abstract Top organizations know that the road to success runs through their customers. Hence in today’s world‚ the companies who do not provide value to
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SOCIAL BEHAVIOR AND PERSONALITY‚ 2008‚ 36(9)‚ 1237-1250 © Society for Personality Research (Inc.) Nepotism‚ Favoritism aNd CroNyism: a study oF their eFFeCts oN job stress aNd job satisFaCtioN iN the baNkiNg iNdustry oF North Cyprus Huseyin ArAsli And MustAfA tuMer Eastern Mediterranean University‚ Gazimagusa‚ North Cyprus Nepotism‚ cronyism and favoritism are unprofessional practices giving preferential treatment to relatives and friends in employment. For this study a survey was carried out
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SERVICE QUALITY AND CUSTOMER SATISFACTION OF THE BEAUTY-CARE SERVICE INDUSTRY IN DHAKA: A STUDY ON HIGH-END WOMEN’S PARLORS Parisa Islam Khan‚ Eastern University Ayesha Tabassum‚ Eastern University The beauty-care service industry is one of the flourishing industries in Dhaka‚ the capital and largest city‚ in terms of population density‚ in Bangladesh. The growing number of beauty-conscious women and their demand for variety of services cater to the growth and importance of this industry. This study
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1/29/2015 Creating Customer Value http://eproduct.hbsp.harvard.edu/eproduct/product/cc_8176/content/OPS/html/print.html 1/22 1/29/2015 Creating Customer Value This reading contains links to online interactive illustrations and video‚ denoted by the icons above. In addition to using reader controls in the navigation bar‚ you can also use the arrow keys on your keyboard to navigate between pages. Sunil Gupta‚ Edward W. Carter Professor of Business Administration‚ Harvard Business School‚ de
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Organisational Behaviour MGMT8501 The Ritz-Carlton: An Organisational Behaviour Analysis Assessment 2 THE GRADUATE SCHOOL OF MANAGEMENT The University of Western Australia Manila MBA Program ASSIGNMENT COVER SHEET MGMT8501 ORGANISATIONAL BEHAVIOUR 1. PLEASE ENSURE THAT YOU HAVE AN EXTRA HARD COPY OF YOUR ASSIGNMENT BEFORE SUBMITTING. 2. STAPLE TO THE FRONT OF EACH SUBMITTED ASSIGNMENT. 3. FILL IN ALL DETAILS ON THIS FORM. USE ONE FOR EACH ASSIGNMENT. Title: Group Assignment – 2 ID 20442494
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and Bank Systems 19. Groonroos‚ C. (1990). Relationship Approach to Marketing in Service Contexts: The Marketing and Organisational Behaviour Interface 20. Gummesson‚ E. (1987). The New Marketing: Developing Long-Term Interactive Relationships 21. Heskett JL‚ Jones TO‚ Loveman G‚ Sasser WE‚ Schlesinger L.A. (1994). Putting the Service-Profit Chain to Work 22. Hussain‚ I.‚ Hussain‚ M.‚ Hussain‚ S.‚ & Sajid‚ M. A. (2009). Customer relationship management: Strategies and practices in selected banks of
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Personnel Calls in the Auditors”. Dailey‚ R.C. and Kirk‚ D.J. (1992)‚ “Distributive and Procedural Justice as Antecedents of Job Dissatisfaction and Intent to Turnover” Heskett‚ James L.‚ Sasser‚ W. Earl and Schlesinger‚ Leonard A. (1997)‚ The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty‚ Satisfaction‚ Heskett‚ James L.‚ Sasser‚ W. Earl and Schlesinger‚ Leonard A. (2002)‚ The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees. Jamal‚ M. (1990)
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| Chapter 1 Introduction 1.1 Background Customer Satisfaction is one of the most important issues concerning business organizations of all types‚ which is justified by the customer oriented philosophy and the main principle of continuous improvement of modern enterprises. Thus‚ customer satisfaction measurement may be considered as a most reliable feedback considering that it provides in an effective‚ direct‚ meaningful and objective way regarding the clients’ preferences and expectations
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