CASE STUDY: CUSTOMER SERVICE “SERVICE ENCOUNTER” Teacher John O’Grady Tammy Clarissa 24 March 2011 Contents Executive Summary 3 Introduction 4 Service Encounter 5-6 * Types 6-7 Conclusion 8 Bibliography 9 Executive Summary These days‚ services are very commonly sought. For a business‚ if one has good service towards its customers‚ it will surely gain repeat business‚ loyalty and thus‚ built relationships with their customers. Service encounter is mainly
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BODY 2.1 Service encounters‚ service relationship and level of customer contact. 4 2.2 The framework of evaluation of services encounter 4 2.2.1 Customer expectations and customer emotions in the services encounters 5 2.3 Customer Satisfaction and Service Quality 6 2.3.1 The rate of service quality 6 2.4 Service failure and service gaps 7 2.4.1 Recommendation : Service gaps model 8 3.0 CONCLUSIONS 9 REFERENCE LIST 10 APPENDICES 12 1.0 INTRODUCTION The purpose of this report is to perceive
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PESTEL Analysis for Coke Coca-Cola is recognized as the world’s most valuable brand. Political * Firstly we should mention that Coca Cola is a manufacturer and distributer of drinks and syrup that fall under a variety of food laws‚ mainly the FDA (Food and Drug Administration). If those standards (may differ strongly) are not met‚ potential fines may apply. The FDA ensures and certifies that ingredients meet the laws globally. * Changes in laws‚ especially new tax laws or tax rate changes
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----------------------------------------------------------------------------- 5 - 6 * Introduction of Company SWOT ANALYSIS of IKEA ------------------------------------------------------------------- 7 - 8 EXTERNAL ANALYSIS (GENERAL ENVIRONMENT - PESTEL) ----------------- 9 - 10 * Explanation of General Environment * Political Forces * Economic Conditions * Socio-cultural Conditions * Technological Changes * Environment Factors * Legal Factors EXTERNAL ANALYSIS (COMPETITIVE ENVIRONMENT) ------------------------- 11 - 13 * Intensity
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Business Environment Assignment The PESTEL analysis shown in the appendix portrays some of the issues in the external environment that a firm manufacturing and supplying luxury men’s clothing may experience. In all six sections; political‚ economic‚ social‚ technological‚ environmental and legal there are issues that the firm would face. However‚ some have more significance to others. Although political‚ technological and environmental factors would have a big affect on the firm‚ when looking at
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! ! ! ! ! ! PROPOSAL E X PA N S I O N BARBADOS by ! David Straka & Daniel Viglaš ! ! ! ! ! ! ! Table of Contents ! Executive Summary! 3! PESTEL Analysis of Barbados! 4! Porter’s Five Forces! 11! IFAS! 13! EFAS! 14! TOWS! 16! SFAS! 17! Application! 18! Entrance Strategy! 19! Logistics & Distribution! 20! 4P Fundamental Research! 21! Product! 25! Price ! 26! Place! 26! Promotion!
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Page 2 Macro Environment Page 2 Competitive Forces in the Tourism Industry Page 4 Conclusion Page 6 References Page 6 Introduction: This paper will be dynamically examining the tourism industry during the 2000s. It will begin by using the PESTEL framework to analyse the macro environment and determine which factors drive the competitive forces within the industry. Following this‚ Porter’s Five Forces model will be used to analyse the actual competitive forces at work within the industry and
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Service Experience Report Service experience Last month‚ my parents made a week’s time for a short tour. While‚ I was responsible for housesitting. During this period‚ I invited my friends to a party in my house. After an exciting night‚ the scene surprised me deeply. My home was left in a terrible mess that was full of beverage stains and garbage. Actually‚ the day my parents come back was getting closer‚ so I was very worried. And I started seeking the housekeeping on Internet‚ after comparing
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Citigroup Inc. (branded Citi) is a major American financial services company based in New York City. Citigroup was formed from one of the world’s largest mergers in history by combining the banking giant Citicorp and financial conglomerate Travelers Group on April 7‚ 1998.[2] Citigroup Inc. has the world’s largest financial services network‚ spanning 140 countries with approximately 16‚000 offices worldwide. The company employs approximately 260‚000 staff around the world‚ and holds over 200 million
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Marketing Theories – PESTEL Analysis Posted on May 16‚ 2012 by admin Welcome to our Marketing Theories series. In this post we will be looking at the PESTEL Analysis in a bit more detail. A PESTEL analysis is a framework or tool used by marketers to analyse and monitor the macro-environmental(external marketing environment) factors that have an impact on an organisation. The result of which is used to identify threats and weaknesses which is used in a SWOT analysis. PESTEL stands for: * P –
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