Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics Customer loyalty is an important strategic objective for all managers. Research has investigated the relationship between customer satisfaction and loyalty in various contexts. However‚ these predominantly cross-sectional studies have focused on customer retention as the primary measure of loyalty. There has been little investigation into the impact on share of wallet. Using
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Infosys Case Study: How Human Resource Management links people with the strategic needs of the business. | | Robin Anderson Kaplan University GB520: Strategic Human Resource Management Unit 2 Case Analysis March 20‚ 2012 | What is Strategic Human Resources Management and how does it link the people with the strategic needs of the business? This paper attempts to analyze a case study regarding Infosys’ human resource (HR) operations at intermittent times between 1987 and 2003 when significant
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METHODS AT INFOSYS Need for Training The dynamic nature of the software and IT industry requires its workforce to upgrade frequently in technology and skills. Companies were focusing on continuous training and development of their employees‚ which also helped in the reduction of attrition rate. At Infosys‚ every new recruit underwent approximately three months of training before they were made billable to clients. The American Society for Training and Development (ASTD) rated Infosys as the world’s
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Challenges faced By Infosys Management in branding the company: • Lack of vision/Direction: Choose one of the four faces---end-to-end service including consulting in IT services‚ maintain status quo‚ expanding leadership in Indian market‚ end-to-end vertical integration capabilities. Markets: India only vs. Global Branding. • Advertise what: Value proposition shift from low cost operational high efficiency service provider to include high end business consulting. Not advertising the global
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Introduction to Talent Management In today‘s challenging business environment of going global and competition becoming intense‚ organizations have mounting pressure to perform better than before. Over the years‚ creation and preservation of knowledge has become a key tool in accelerating competitiveness and enhancing organizational capabilities to respond to market changes wherein employees‘skills and personalities are appropriately deployed to optimize performance‚ is a critical and difficult
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April 18‚ 2010 Infosys employees vent anger on HR issues in Blogs Recently during a discussion on ’top 3 high priority concerns for HR’‚ I said that managing the voice of employees in the web space is going to be a top priority concern. I must admit that my point was not well endorsed and finally it did not feature among the top three concerns. However‚ I still continue to be a muscular proponent of what I had said with due respect to everyone who were present there. This link from Rediff clearly
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Case analysis: Case: Infosys vs Satyam. Whose wealth is maximized? 1. Synopsis: The case revolves around the accounts manipulation of Satyam Computers. It makes a comparison between two companies of the same competitive IT industry i.e Infosys and Satyam Computers. It shows how the company’s fate/ business scenario depends upon the financial vision of the CFO. The principal objective of the case is to analyze the role of a CFO in maximising shareholders’ wealth. The main objective of every
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THE EFFECT OF MOBILE TECHNOLOGY INTERVENTION AS BUSINESS SOLUTION TO CUSTOMER SATISFACTION A Thesis Presented to The Department of Information Technology QUEZON CITY POLYTECHNIC UNIVERSITY In Partial Fulfillment Of the Requirements for the Degree BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY Alfaro‚ Raffy T. Fresco‚ Marvin A. Martinez‚ Lord A. Pia‚ Rina U.
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CASE: 1 Olympic Rent-a-car U.S.: Customer loyalty battles Company Name: Olympic Car Rental Co. Characters: Laura Walkins(VP-Marketing) ‚ Andy Kim(Manager CRP)‚Seth Bergman(Senior Financial Analyst)‚Eva Chan(Southwest regional Manager Sales)‚ Marvin Fleming(OM)‚ Sriny Vajarain‚Jorge Martinez & Amy Mckeever( Franichisee operators). Theme of Case: One of the competitor company named “Enterpise Car Rental Co.”-the biggest player in the market has announced an attractive custom loyalty program. This
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Peter C. Verhoef Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development Scholars have questioned the effectiveness of several customer relationship management strategies. The author investigates the differential effects of customer relationship perceptions and relationship marketing instruments on customer retention and customer share development over time. Customer relationship perceptions are considered evaluations of relationship
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