Chapter 11 Creating delivery systems in place‚ cyberspace and time Learning Objectives- What are the options for delivering our service? * What physical and electronic channels can we use? * Should we offer customers a choice? * What physical evidence should our facilities present? * When and where should our service be available? * Is it feasible to shift from high-contact to low-contact delivery? * What options exist for using third-party intermediaries? Definitions
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Case study: 1. First priority to educating staff 2. How all the tea were processed? 3. Employer’s need to answer the customer questions? 4. Training employees has a knowledge about their product 5. Peet’s employees guide customers to taste‚ compare and learn about different teas. Peet’s provides excellent service as well as product Human and mechanical activities to satisfies the customer needs and wants. By providing good customer service they increase their product &service. United
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you’ll have a great time with Vodafone‚ but if you’re not happy with your device‚ you’ll need to go back to the company you bought it from to find out what to do next. Once again‚ welcome to Vodafone and thanks for choosing us. Vodafone Customer Services team Your account details Account number 687970078 Mobile number 07449659303 Contract start 14-Jun-13 Minimum commitment end 13-Jun-14 UK minutes 600 UK texts UNLIMITED
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Mini Case: Nike’s Decision Nike‚ a U.S.-based company with a globally recognized brand name‚ manufactures athletic shoes in such Asian developing countries as China‚ Indonesia‚ and Vietnam using subcontractors‚ and sells the products in the U.S. and foreign markets. The company has no production facilities in the United States. In each of those Asian countries where Nike has production facilities‚ the rates of unemployment and underemployment are quite high. The wage rate is very low in those
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Mini Case: Guanxi and Gift (Grown up in China‚ I will address this case with my personal experience) As a growing market‚ China becomes increasingly appealing to western companies. To many of them‚ China is a country that is fundamentally different than most countries of the world‚ such as culture and social norm. Notorious corruptions have tarnished its reputation for attracting potential investors and businesses‚ who have been struggling to adapt the unique way of running business in this
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feedback. Therefore‚ it was decided to start a market study to evaluate the potential sales capacity.300 malls were conducted to interview after testing with focus group. 4. Quantification of volume: A contract was signed between TruEarth and Nielsen BASES‚ a market research firm‚ to guess the potential sales. A BASES 1 test was about the customer’s awareness and interest‚ and BASES 2 test was about the taste besides the “line extension” study for any existing product line. Cucina Fresca: In late
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Chapter 4: Mini Case 1: Smith‚ Smith‚ Smith‚ and Smith is a regional accounting firm that is putting up a new headquarters building. The building will have a backbone network that connects eight LANs (two on each floor). The company is very concerned with network errors. What advice would you give regarding the design of the building and network cable planning that would help reduce network errors? I have to make some assumptions regarding the network design for this new building. Since they
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Case Study – Corporate Social Responsibility – AMWAY Posted on Thursday‚ January 17‚ 2008 by BullsEye Rate This By the end of your reading‚ you should be able to answer the following questions: 1. What do you understand by the term Corporate Social Responsibility (CSR)? 2. Explain two actions that Amway and its IBOs are currently taking that involve CSR. 3. Analyse the key ingredients in Amway’s CSR strategy. Show how the strategy is designed to translate the vision into practical steps
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importance of internal marketing in service product development. The first part of this essay will discuss the origin and growth of the concept of internal marketing. Then it will focus on the benefits of internal marketing. In the later part‚ it will demonstrate a specific case‚ Mary Kay‚ which has successfully implemented internal marketing. It shall first briefly introduce fuzzy sets and related concepts. The concept of internal marketing originally emerged from the services marketing literature (Berry
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Cast Brian Smith – CIO John Johnson – CEO Stan Abrams – CFO Fred Tompkins – Head of Manufacturing (Most powerful executive lel) Harriet Simpson – VP of HR Brenda Barnes – VP of Marketing Ted Kwok – VP or R&D 1. What are the issues with current IT planning process? Budget given is equal to 2% of revenue Budget might fluctuate depending on actual revenue Budget for new infrastructure and initiatives/strategies are basically leftovers after the maintenance cost/keeping the lights on. As
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