CHAPTER II: LITERATURE REVIEW This chapter collects the necessary literature used to be as the theoretic base to guide the research direction and to develop appropriate scale for measuring customer satisfaction in leisure industry. Earlier researchers found that there has been a close association between research on consumer satisfaction and quality measurement‚ therefore‚ the SERVQUAL model is chosen to apply in this context with some modifications. 2.1 Customer satisfaction A variety of researcher
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Name: Nimeshi Fernando Discuss why it is important for the tourism industry to distinguish between different types of tourists The Tourism industry is a service industry. The Oxford dictionary defines the word ‘tourism’ as “the commercial organization and operation of holidays and visits to places of interest”. The tourism industry comprises of various sectors such as – lodging‚ food and beverage services‚ transportation‚ entertainment and activites. Whereas “a ‘tourist’ (visitor/traveler)
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1-Describe Village Volvo’s service package: First of all we need to define what service package is. The service package is defined as a bundle of good and services with information that is provided in some environment. This bundle consist of five components describing services such as: • Supporting facility • Facilitating goods • Information • Explicate service • Implicit service Village Volvo represents an effort by two former authorized Volvo dealer
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ISSN: 2278-3369 International Journal of Advances in Management and Economics Available online at www.managementjournal.info RESEARCH ARTICLE Quality Gap Analysis on Education Services Mantovani Daielly MN1*‚ Gouvea Maria A2‚ Conejero Marco A3 1 Business Department‚ Faculdades Metropolitanas Unidas (FMU)‚ Brazil. 2 Business Department‚ University of São Paulo (USP)‚ Brazil. 3 Business Department‚ College of Campo Limpo Paulista (FACAMP)‚ Brazil. *Corresponding Author: E-mail:
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Village Volvo 1) Describe Village Volvo’s service package. If we define what service package is we can say that the service package is defined as a bundle of goods and services with information that is provided in some environment. This bundle contains five features describing services such as; • Supporting Facility • Facilitating Goods • Information • Explicate Services • Implicit Service Village Volvo shows an effort by two former authorized Volvo dealers
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m.; evening shift starts at 3 p.m. and end at 11.30 p.m.; and the final night shift begins at 11 p.m. and goes on until 7.30 a.m. For management people in the hospitality industry‚ they often begin to work at 8 a.m. and end at 6 or 8 p.m. Intangibility. Tourism services are primarily
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INTRODUCTION Nowadays‚ companies have to continuously develop their strategies to be at par with other competitors. For this they always strive to adopt new methods or they try to develop on their present methodologies. Companies always look to upgrade their intrinsic technologies to produce the best results for them. Out of the many strategies adopted for this improvement process Lean Six Sigma is one of the most widely used strategy. Lean Six Sigma has been adopted in various industries in our
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100]. The term “set expression” implies that the basic criterion of differentiation is stability of the lexical components and grammatical structure of word-groups. The term “word-equivalent” stresses not only semantic but also functional inseparability of certain word-groups‚ their aptness to function in speech as single words. The term “idioms” generally implies that the essential feature of the linguistic units under consideration is idiomaticity or lack of motivation. Uriel Weinreich expresses
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Chapter-9: MCQ’s and short questions: 1._____ is endowing products and services with the power of a brand. Your Answer: | Branding | 2._____ is the added value endowed to products and services. Your Answer: | Brand equity | 3.______ are those trademarked devices that serve to identify and differentiate the brand. Your Answer: | Brand elements | 4._____ marketing is about mixing and matching marketing activities to maximize their individual and collective effects. Your Answer: | Integrating
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Chapter 1 Introduction to Service Marketing Contents [A] MEANING AND DEFITION [B] FACTORS RESPONSIBLE FOR GROWTH OF SERVICE SECTOR [C] ROLE OF SERVICES [D] CHARACTERISTICS OF SERVICES [E] CLASSIFICATION OF SERVICES [F] SERVICE MARKETING ENVIRONMENT [G] GOODS/SERVICE MARKETING [H] PRODUCT SERVICE CONTINUUM [I] CONSUMER BEHAVIOUR [J] SERVICE MARKETING TRINITY [K] SERVICE GUARANTEE [L] SERVICE ENCOUNTER [M] ZONE OF TOLERANCE [N] CORE AND SUPPLEMENTARY PRODUCT [O] BUYING ROLES [P]
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