ABSTRACT Customer and customer loyalty have an increasing importance in today’s competitive world. The companies follow customer share intelligence instead of market share intelligence. The most used method for this is information technology based customer relationship management. In this paper it is examined the factors that affect this loyalty‚ the place of information technology based customer relationship management variables such as club cards‚ calling centers and web sites
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Group Project Title: Effective Customer Relationship Management—Customer Loyalty Program Class Group: Thursday‚ SEM004 16:30—17:30 Group Member: Leung Mei Wun‚ May (10626919D) Ngan Ho Shan‚ Iris (10571756D) Poon Wing Lam‚ Yvonne (10627025D) Wan Wing Tung‚ Yuki (10542306D) Wu Kit Wing Ophelia (10504166D) Date of submission: Total no. of words: 2nd December‚ 2010 3‚491 words 1 Content Introduction & Background Objectives Importance of Effective Customer Relationship Management Why Hilton
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that will bring either threat or opportunities to Pizza Hut included political factor‚economic factor and social-cultural factor. Firstly‚ in social-cultural factor‚ Pizza hut found that every countries have their own belief and religion.For example in India‚the Indian people don’t eat beef because they think that the beef is divinity‚ moreover than that according to a survey shows that more than 30% of Indian are vegetarian ‚ hence‚ when the pizza hut first enter into the indian market at year 1996
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employing more than 1.5 million people.” In terms of countries‚ it operates in more than 119 countries on six continents. 70% of the locations are run by franchises while the corporation owns the other 30%. On a day to day basis‚ more than 47 million customers worldwide are served by McDonalds. Over the years‚ McDonald has brought different promotions into the market to make the consumer purchase a fun experience. The most recent being its Home Delivery which was started within 2km range. PORTER’S FIVE
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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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The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or surpassed. A typical example of this type of model is: quality of product or service leads to customer satisfaction‚ which leads to customer loyalty‚ which leads to profitability. Contents [hide] 1 The service quality model 2 Expanded models 3 Data collection
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1.0 Introduction The term “customer loyalty” is indisputably one of the most widely studied subjects by researchers in the world‚ intensively evolving over the years. According to past reviews‚ loyalty has been defined as a repeat purchase that is a result of a preference‚ attitude or market share. However‚ according to Uncles‚ Dowling and Hammond’s (2003) review of literature‚ there is no universally agreed definition (Jacoby and Chestnut‚ 1978; Dick and Basu‚ 1994; Oliver‚ 1999). Therefore‚
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Choice of organisation Pizza Hut About the organisation Pizza Hut is a restaurant chain which was set up in 1958. During the past five decades‚ Pizza Hut has built a reputation for innovation‚ commitment to quality and delivery of great customer service. The company’s mission statement is to “provide courteous and helpful service on time all the time” together with “offering Team Members opportunities to growth‚ advancement and rewarding career in a fun and safe working environment”. In the
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Pizza Hut vs. Papa John‘s • What is the difference of Business Models between Pizza-hut China and Papa Johns’ China from investigation and your observation? • Papa Johns focuses mainly on dine-in restaurants as Pizza Hut focuses more on delivery service‚ but they also have more and more dine-in places. • Pizza Hut also offers a wider Menu for the costumers‚ e.g. Several rice dishes and more Opportunities for Pizza sorts and extras. • What is advantage and disadvantage of Pizza-Hut’s and Papa
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past‚ Pizza Hut is an outstanding restaurant‚ especially in offering different style of pizza. Pizza Hut is still a unique restaurant in the early 90’s. Therefore‚ competitors haven’t existed yet. However‚ Pizza Box has already existed that became Pizza Hut’s competitor. Recently‚ there are more and more choices for people to choose when they want to eat pizza. For instance‚ California Pizza‚ Saizeriya Italian Restaurant‚ Pizza Express etc. They are not only offering similar food as pizza hut‚
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