1- What problems of motivation did Archie Norman discover at ASDA ? Archie Norman discovered that greater than the financial crisis that ASDA was going through‚ the organizational and cultural aspect of the company was another issue. ASDA was a bureaucratic company and the lack of communication between the employees and top executives was causing a problem of motivation. In addition‚ there was no incentive for the employees to advance in their careers. The financial crisis stopped the innovation
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Why is a small business potentially in a better position to achieve customer satisfaction than is a large firm? Large firms usually have a competitive advantage over small business in most elements in business operation (Longenecker‚ Petty et al. 2003; Longenecker‚ Petty et al. 2010). However‚ customer satisfaction has been questioned as being potentially better achieved by Small business than by large firms (Longenecker‚ Petty et al. 2003; Higgins 2009; Tjan 2009; Heaney 2010; Longenecker‚ Petty
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BUILT ENVIRONMENT An Exploratory Study of Customer Satisfaction Based on ACSI Model An application to the No.2 bus service in Gävle of Sweden Le Xue Chun Yang December‚ 2008 Master’s Thesis in Management of Logistics and Innovative Production Abstract This thesis used ACSI model as a theoretical basis‚ which is a cause-and-effect model‚ to measure the quality of goods or service that starts from “customer expectations” to “customer satisfaction”. The purpose of this thesis is to find
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CHAPTER 1 INTRODUCTION Rationale of the Study There are different types of public transportation in the Philippines and one of them is the tricycles. Tricycles have been one of Asia’s major forms of transportation. They were said to have been appearing on the roads after World War II. They are decorated like jeepneys and are attached with gadgets to catch the attention of the customers who might potentially ride them. Today there are thousands of tricycles throughout the country. The picture
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ETHICS AND PERFORMANCE: AN ASSESSMENT OF THE IMPACT OF BUSINESS ETHICS ON ORGANISATIONAL PERFORMANCE WITHIN THE FINANCIAL SERVICES INDUSTRY. HSBC HOLDING PLC AS THE CASE STUDY. CONTENTS List of figures and tables ----------------------------------------------------------------------------------4 Executive summary ----------------------------------------------------------------------------------------5 Acknowledgement ------------------------------------------------------------------------------------------6
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aspect of Asda‚ but they also took steps to change the core organization behavior. For any organization that is going through a transformation‚ the first six months are usually the most difficult. How the leaders handle that initial period makes a great deal of difference for the employees and the overall organization itself. Norman and his top management did a tremendous job in handling this initial period. Norman might have come out very strong and aggressive‚ but that is just what Asda and its
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“Relationship between Service Quality and Customer Satisfaction: The Case Study of the Olympic Sports Club in Bangkok” CHAPTER 1 GENERALITIES OF THE STUDY 1.1 Introduction When the market is full of competitors and marketing is shifted from internal consequences of performance (i.e.‚ productivity and profit) to the external consequences of performance (i.e.‚ consumer well-being)‚ practitioners in the sports industries need to pay attention on customer satisfaction and service quality. (Kerkby‚ and Nelson
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quality has been recognized as a key factor in differentiating service products. Customer satisfaction can be secured through high quality products and services (Getty & Getty‚ 2003; Gupta & Chen‚ 1995; Tsang & Qu‚ 2000). Edvardsson (1996) reflected that the concept of service should be approached from the customer ’s point of view‚ since it was his/her perception of the outcome that constituted the service. Customers may have different values and different grounds for assessment and most of the time
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Research Proposal Customer Satisfaction in the Restaurant Industry Part I: Research Proposal I-1. Research Background In today’s competitive dynamic environment it is crucial to maintain existing customers and gain new ones. This goes for the restaurant industry as well‚ where not only the quality of the food plays a major role‚ but also the quality of the service itself. This has been recognized by the restaurant X which offers traditional Greek food. Due
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Is There Enough Emphasis on Customer Satisfaction? Reid Kerr College Centre of Sports Development HNC Fitness‚ Health and Exercise Graded Unit 1 Unit Number: DW 6934 Lecturer: Dianne Teo Submission Date: Ashley Milligan Contents Contents Page Number Summary 1 Evidence of Negotiated Access to Facility 2 Legal and Ethical Issues 3 Introduction 4 Aims and Objectives 5 Proposed Action Plan
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