emeraldinsight.com/1598-2688.htm AJQ 11‚2 146 A study on the customer satisfaction and customer loyalty of furniture purchaser in on-line shop Yongju Jeong and Yongsung Lee Department of Business Administration‚ The University of Incheon‚ Incheon‚ South Korea Abstract Purpose – The paper intends to explore the influencing factors on customer satisfaction and customer loyalty in the internet shopping mall through service quality based on the data obtained from furniture purchaser. Design/methodology/approach
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electronics. In August of 1971 following a stint in the military‚ Smith bought a controlling interest in Arkansas Aviation Sales‚ located in Little Rock. While operating his new firm‚ Smith identified the tremendous difficulty in getting packages and other airfreight delivered within one to two days. This dilemma motivated him to undertake research on how to resolve the inefficient distribution system. In an interview with Fortune Small Business in 2002 he explained his business model for solving the
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Customer Service For the Mystery Shopping assignment‚ I have decided to observe the customer service provided by Sport Chek located at Erin Mills Town Center‚ Mississauga. I’ve entered the store as a customer looking to buy boxing wraps for his next boxing training‚ at the time of my entry there was a medium number of customers‚ and the customer movement at the store can be described as normal. Also there was a good number of sales associates helping out customers and walking through
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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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Customer Service at Alton Towers I am going to be writing about the customer service in Alton Towers‚ and factors that would affect the customer service. I will begin with writing about factors that would affect customer service: a) Seeing as how Alton Towers is an amusement park‚ factors that could effect could affect customer service can range from factors such as are there many places for visitors to purchase food for when they are hungry‚ are they enough lavatories around the park
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Proposal on Customer Satisfaction Strategies of Subway Submitted By: ID- Table of Contents 1 Topic 3 2 Introduction 3 2.1 Research background 3 2.2 Aim and Objectives of the Study 4 2.3 Research Questions 4 3 Literature Review 5 3.1 Service Quality and Customer Satisfaction 5 3.2 Areas of Setting Strategies 5 3.3 Relationship and Loyalty 6 4 Research Methodology 7 4.1 Research Method: Qualitative and Quantitative 7 4.2 Data Collection 7 4.3 Sample 8
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My Perspective on Customer Service Today Andrea Cox Rasmussen College Author Note This research is being submitted on April 10‚ 2013‚ for Mr. Jeremy Crouch’s B119/MNA1161 Customer Service Course. My Perspective on Customer Service Today Providing excellent‚ and memorable‚ client support is important for client retention. Without exceptional support‚ your clients will not return. Average or mediocre support won’t keep your customers either‚ and bad customer service will simply drive
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Frederick Community College BU 274-1 Customer Relations Index# 1968 Fall 2013 Class Starts: January 27‚ 2014 Class Ends: May 16‚ 2014 Last day to withdraw: April 12‚ 2014 Instructor Information: Name: Samantha Robertson Office: N/A E-mail: srobertson@frederick.edu Cell Number: 443-206-4586 Office Hours: Available on request Campus Mail Box Number: 750 Course Information: Credits: 3 Prerequisites: EN 50‚ EN 52 Co-requisites: None On-campus Meetings: N/A
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own shop without any intermediates‚ though they started to let some supermarkets sell their coffee‚ which is a concept they want to expand on here in Denmark. (in Bilka) Marketing and sales * They don not use much resource in the marketing area since they believe that the premium coffee can be advertised though their customers and their experience Service * Their main priority is to keep a high quality customer service where not only the coffee is premium but they want the overall experience
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TO: Customer Service Manager‚ specialists of Customer Service Department‚ regional offices with their own customer service departments FROM: DATE: SUBJECT: Customer complaint: processing‚ response and prevention I’d like to look into the complaint received from Elinor Mills which followed by her refusal to receive services from our company. The complaint was received by phone. According to the words of our former customer she filed that complaint for a number of times
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