BAYAN TELECMMUNICATION SERVICE QUALITY AND CUSTOMER CARE A Marketing Research Presented to the FACULTY OF THE COLLEGE OF BUSINESS ADMINISTRATION University of Mindanao Davao City Submitted by Nicolle Shane P. Catabay Rachel Jay B. Adlaon Odessa M. Eding Pip D. Coñate August 2011 TABLE OF CONTENTS Pages Title Page i Approval Sheet ii Acceptance Sheet iii Table of Contents
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Manage Quality Customer Service Assessment Event 1 CONTENTS PAGE DESCRIPTION OF THE ORGANISATION ......................................................................... 2 TELSTRA ................................................................................................................. 2 Business Operations ...........................................................................................................................................2 Telstra’s Business Units .....
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Chapter – 1 Market – driven strategy What is strategic marketing ? Ans : Marketing is the process of identifying ‚ creating & delivering customer value in exchange of profit . In other sense ‚ Marketing is managing profitable customer relationship . Strategic marketing is the concept of developing market driven strategy to develop superior customer value & long term customer relationship . Why we need to know about strategic marketing ? Ans : In a competitive situation each
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CHAPTER II MANUFACTURING INDUSTRY 2.1 INDUSTRY PROFILE Manufacturing industry refers to those industries which involve in the manufacturing and processing of items and indulge in either creation of new commodities or in value addition. The manufacturing industry accounts for a significant share of the industrial sector in developed countries. The final products can either serve as a finished good for sale to customers or as intermediate goods used in the production process. 2.2
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Dietrich‚ Brewsters‚ New World‚ Gloria Gears‚ which can be denoted as Specialty Brands. Second group contains One-Store coffee shops like The Broadway Café. These are generally local‚ small businesses. The coffee shop industry possesses a very high intensified competition on all players: both Specialty Brand and One-Store Coffee Shops. The main reasons that contribute to
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MARKETING IN THE 21ST CENTURY COMMENTARY Implementation Strategies in the Market-Driven Strategy Era David W. Cravens Texas Christian University The very insightful analysis of marketing strategy implementation by Piercy (1998 [this issue]) points to several key issues concerning the role of marketing in the 21st century. Perhaps most compelling is his assessment of the potential threats to the role of marketing in the organization and implementation in particular. He examines several important
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which occurred under the leadership of Luther and Zwingli with the cooperation of the state leaders‚ the theological interpretation of the Radicals offered an alternative and a more revolutionary conclusion from the aims and views of the magisterial driven Reformation. As George Huntston Williams stated that there were “Anabaptists of various types” and Hans Jürgen-Goertz
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1.0 TITLE OF THE STUDY Customer Satisfaction in the Tourism and Hospitality Industry: Analysis on service quality and service failure 2.0 BACKGROUND OF THE STUDY / INTRODUCTION Customer satisfaction plays a crucial role for success and survival in today’s competitive market. Customer satisfaction is considered a prerequisite for customer retention and loyalty‚ and obviously helps in realizing economic goals like profitability‚ market share‚ return on investment‚ etc. (Scheuing‚ 1995; Reichheld‚
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Overview This chapter looks further into key customer-driven marketing strategy decisions—how to divide up markets into meaningful customer groups (segmentation)‚ choose which customer groups to serve (targeting)‚ create market offerings that best serve targeted customers (differentiation)‚ and position the offerings in the minds of consumers (positioning). Target marketing is dividing the total market into different segments based on customer characteristics‚ selecting one or more segments
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of total quality management in service sector. It also reports on means to achieve total quality in service sector. There are various dimensions of quality are present to measure it. This paper looks on these dimensions and also addresses the Quality assurance system which is used to get assurance of standard quality. The paper also discuss about the various quality standards used by service sector and principles of ISO 9000:2000. Problem Statement: Whenever the concept of total quality management
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