An executive summary for managers and executives can be found at the end of this article Importance-performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA John B. Ford Professor of Marketing and International Business‚ College of Business and Public Administration‚ Old Dominion University‚ Norfolk‚ Virginia‚ USA Mathew Joseph Associate Professor of Marketing‚ School of Business‚ Georgia College
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most recent market research has revealed unexpected findings implicating that Starbuck is not always meeting customer’s expectations in the area of customer satisfaction. The purpose of this memo is to analyze and provide recommendation on whether or not the company should go forth with a $40 million investment in additional labor in the stores. This $40 million investment is necessary in order to bring service time down to a three-minute interval and ultimately increase customer satisfaction. A
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Period 6 Cuba Known as the first island Christopher Columbus landed on in 1492 claiming the discovery of America‚ Cuba was already inhabited by native Indians. Most of the native Indians soon died off due to disease brought over by the European sailors and settlers. The island came under Spanish rule and African slaves were brought in to work the coffee and sugarcane plantations that supplied a third of the world’s demand at that time. Havana became the capital city from which annual treasure
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Introduction The South African transport industry is one that is changing. In terms of Customer service there are certain companies that are excelling and are able to provide service that gains them a greater measure of customer satisfaction. Good customer service is an integral part of any business or organization. The process of managing stock‚ warehouse inventory‚ and freight transportation is at the heart of logistics. Logistics is the management and coordination of moving inventory from its
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MBA THESIS PROPOSAL GUIDELINES 1. INTRODUCTION The aim of this document is to give MBA students practical guidance about their thesis proposal. In addition to some general comments‚ the actual structure that should be followed in presenting the proposal is also outlined. The research proposal can serve many useful functions. The most important is that it helps the student to think out the research project he/she is about to undertake and predict any difficulties that might arise. For those who are
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Starbucks: Delivering Customer Service Starbucks is dominant coffee brand in North America‚ which also is well-known worldwide. Established in 1971 as coffee shop oriented to a niche of coffee purists‚ in late 1980’s it turned to be a constantly growing chain of stores that sold whole-beans and premium-priced coffee to mostly affluent‚ well-educated customers. In years 1992-2002 company was showing at least 5% annual growth. And by 2002 Starbucks was serving already 20M customers in 5886 stores (both
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Delivering Customer Service MARKETING-II DATE OF SUBMISSION-19.11.2012 SUBMITTED BY:- SECTION-C‚ GROUP 13: Abhijit Das- 2012PGP005 Ashwin Vijayan- 2012PGP073 Kumar Abhishek- 2012PGP178 Payal Anand- 2012FPM10 Rajat- 2012PGP292 Sumit Bapuji Gedam- 2012PGP382 Vikash Kumar- 2012PGP438 Situational Analysis Customers: Affluent‚ well-educated‚ white-collar patrons(skewed female) between the ages of 25 and 44 Most loyal customers visit Starbucks as often as 18 times a month‚ but typical customers visited
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R101422F A PROPOSAL SUBMITTED TO THE FACULTY OF COMMMERCE IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE BACHELOR OF COMMERCE (HONOURS) DEGREE IN RETAIL MANAGEMENT. 2013 1 TITLE An assessment on how product branding effects consumer purchase decisions in Food Market Chain Group (FMCG) goods and durable goods. 2 BACKGROUND TO THE STUDY Branding is a vital element in a business. Without a brand‚ retailers may be confused or give the customers the wrong products‚ while the customers have to explain
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Research Methodology Proposal on: “Local tourist’s consciousness towards the tourism industry of Bangladesh” Submitted by: Haque Md. Rokibul 11-94616-1 Hasan Md. Kamrul 11-94434-1 Submitted to: MR. Khorshed Ahmed Talukdar Course instructor Research Methodology Section: F Faculty of Business Administration American International University-Bangladesh (AIUB) Date – 29th‚ February-2012 29th‚ February-2012
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Khondker Maruful Islam 111 0935 530 Md. Muntasir Uddin 113 0148 030 Contents Abstract 3 1. Introduction 4 2. Significance & objective of the Study 6 3. Questionnaire 7 4. Review of Literature 10 5. Hypothesis 15 6. Conceptual Model 16 7. Research Methodology 17 Staffing 18 Training 18 Involvement and Participation 18 Performance Appraisals 18 Compensation and Rewards 19 Caring 19 Organizational Performance 19 8. Analysis & Results 20 Reliability
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