BUSINESS ADMINISTRATION Level 2 Unit two: Principles of providing administrative services Section 1 – Understand how to make and receive telephone calls 1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used. Feature How / when used 1. Computer telephone integration This option links two systems together‚ the computer and the telephone systems. When someone calls up‚ the telephone rings and a dialog
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plus the value of money. A company must decide how to implement these factors in their business-level strategy‚ and then they can compete effectively with rivals. Target has decided to choose a differentiation strategy towards providing the value of money and a full shopping experience. Target has differentiated from competitors by expanding their food selection and improving their customer service. On the first page of Target’s annual report “A Fresh Approach” is spelt with apples‚ pineapples
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Supplementary service verses standard service: The service as a product is essentially described as a package or bundle of different services‚ tangibles and intangibles‚ which all together form the total product. The package is divided into two main categories: the first one is the main service‚ which is called the ’core service ’ or ’substantive service ’. The other one is ’auxiliary services ’ or ’extras ’‚ which are often referred to as ’peripherals ’ or ’peripheral services ’. These are
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The Gap model of service quality was developed by Parasuraman‚ Berry and Zeithaml (1985)‚ and more recently described in Zeithaml and Bitner (2003). It has served as a framework for research in services marketing‚ including hospitality marketing‚ for over two decades. The model identifies four specific gaps leading to a fifth overall gap between customers’ expectations and perceived service. The five gaps Customers have expectations for service experiences and they use them to measure
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Case Study #1 An Island Firestorm In our fast changing world and with the advancement of technology‚ modernization and development happens in many ways. With these developments‚ there is an increase in the number of people that lives or visits in a certain area which also creates influx of tourist. These aspects of development also results to various problems such as pollution in air‚ land and water. Today‚ there is a mad rush to build high-rise buildings and commercial establishments at the expense
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Requirements for the MBA Degree Course: HOSP 6526 Prof. Markham Chunzi Wang Dec 21‚ 2012 Question: Compare three different hotel service softwares (Hotel ServicePro‚ GuestWare‚ Oscar). What are key features and price point of each one? What are strengths of each one? With Marriott‚ Providence hotel condition‚ why they choose GuestWare as their service system interface? Do you think this is their best choice? Why? Answer: Key features & Price Hotel ServicePro The software‚ held
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Impact of Service Quality on Customer Satisfaction of Mobile Users – A Case Study of Airtel ISSN 2319-9725 Dr. Rajesh K. Yadav Associate Professor & H.O.D. Department of Management RKDF College of Engineering‚ Bhopal‚ India Mr. Nishant Dabhade Assistant Professor‚ Department of Management RKDF College of Engineering‚ Bhopal‚ India Abstract: Qualitative services deregulation or free competition and new technology have increased competition and widened the range of network services available throughout
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HDFC SL ProGrowth Super II • HDFC Life Invest Wise Plan • HDFC Life Super Savings Plan • HDFC Life ClassicAssure Plus • HDFC SL Crest Investments & Insurance • Life Insurance • Motor Insurance • Travel Insurance • Home Insurance • Wealth Services • Investment Products Group Products Group Retirement Plans • HDFC Life Group Pension Plan • HDFC Life Group Unit Linked Pension Plan • HDFC Life Group Variable Employee Benefit Plan Group Protection Plans • HDFC Group Term Insurance
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Gaps model of Service Quality The success of 7-eleven The Gaps model of service quality was first developed by Parasuraman‚ Berry and Zeithaml in 1985 and more recently described in Zeithml and Bitner in 2003. The model identifies four spectfic gaps leading to a fifth overall gap between customers’ expectations and perceived service. Knowledge gap The first gap may occur when management identify the customer’s expectation inaccurately. When the customer expectation has difference with the management
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STAGES IN SERVICE FIRM COMPETITIVENESS Service firms must constantly improve themselves about quality and productivity in order to compete with rivals. Chase & Hayes created a table to describe the role of operations in the strategic development of service firms. This is an illustration of productivity and quality development. This table categorizes service firms into 4 stages of development according to their competitiveness. This table does not mean that services have to start at stage 1. A firm
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