AN EXPLORATORY STUDY OF INFLUENCES ON RETAIL SERVICE QUALITY: A FOCUS ON KUWAIT AND LEBANO Abstract: The Middle East is a growing and lucrative marketplace. This exploratory study examines retail service in Kuwait and Lebanon‚ regions with long histories of trade. Retail service‚ however‚ has not been well documented in this region. To our knowledge‚ this is the first study that examines customer and salespeople perceptions of service encounters in these countries‚ in light of their culture
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flight‚ doesn’t mean you should get less”. With this motto‚ Westjet becomes one of the lowest operating costs and the most successful airline company nowadays. In the early 1990s‚ the airline industry suffered a serious threat‚ caused by high fuel costs and a decline in air travel. At that time‚ only few airlines with low price of fare‚ such as Southwest airline‚ were able to make profit.(Hoover‚ 2010) Thus‚ the executives of Westjet decided to follow Southwest airline’s business model‚ which featured
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Product quality means how good it is. Its measure of how well a delivered product meets the customer expectation. But it’s depend how upon various factor which are not the same for all product. While service quality is involves a comparison of expectation with performance. Service quality is measure of how well a delivered service matches the customer expectation. It was involve a comparison of expectation with performance. Product quality is usually involves a comparison of expectation with performance
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THE AIRLINE INDUSTRY: Trends‚ Challenges‚ Strategies John Wensveen‚ Ph.D. Dean‚ School of Aviation Dowling College New York‚ USA www.dowling.edu President‚ Airline Visions www.airlinevisions.com The University of Sydney Faculty of Economics and Business Leadership and Policy Seminar Series Sydney‚ Australia 23 February 2010 Presentation Objectives • Provide background on the global industry • Present a regional analysis • Discuss current and future evolvement of the industry (trends) • Discuss
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-AIRTEL‚ is a major cellular service provider. -AIRTEL comes from Bharti Airtel Limited‚ India’s largest integrated private telecom service provider. -The businesses at Bharti Airtel have been structured into three strategic business units (SBU’s) - Mobile services‚ Broadband & Telephone services (B&T) & Enterprise services. -AIRTEL is changing the way India communicates by offering innovations that not only add value to people’s lives but also deliver an unmatched customer experience. -AIRTEL‚ is
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unit Deliver and monitor a service to customers (BSBCUS301A). Work through the information to learn about: * keeping an eye on customer needs * delivering service to customers * monitoring the quality of service that employees deliver to customers * reviewing customers’ satisfaction and suggesting ways to improve the quality of service. Knowing your customers Customers can be described as external and internal customers. Your organisation may have corporate customers and individual members
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This is the Pre-Published Version The Impact of Employee Satisfaction on Quality and Profitability in High-contact Service Industries Rachel W. Y. Yee Department of Logistics‚ The Hong Kong Polytechnic University‚ Hung Hom‚ Kowloon‚ Hong Kong E-mail: Rachel.wyyee@polyu.edu.hk Andy C. L. Yeung* Department of Logistics‚ The Hong Kong Polytechnic University‚ Hung Hom‚ Kowloon‚ Hong Kong E-mail: lgtandyy@inet.polyu.edu.hk Tel.: (852) 2766 4063 Fax: (852) 2330 2704 *Corresponding Author T
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The Airline Industry during the Regulated Era Airline Management The airline industry before 1977 was very different than the industry today. Before the Airline Deregulation Act of 1978‚ the airline industry was regulated by the United States Government under the Civil Aeronautics Board. Regulation provided many benefits to air carriers such as set route pricing‚ and a difficult to enter marketplace. The regulated era also had numerous drawbacks such as inefficiencies of route structuring
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What is a customer service culture? If you look at companies lauded for their superior customer service‚ you almost always find that those companies create a culture that supports excellence in customer service. It ’s not that they simply train their employees in customer service skills. What they do is ensure that customer service is interwoven into everything the company does. Customer service excellence simply becomes the way things are done around here. In fact‚ the way things are done around
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A service encounter is simply defined as a customer’s actual interaction with a service company. Shostack (1985) defined service encounter as the period of time that a customer interacts with a service. Merritt (1977:198)‚ a linguistic scholar‚ views a service encounter as an instance of face to face interaction between a server who is ‘officially posted’ in some service area‚ that interaction being oriented to the satisfaction of the customer’s presumed desire for some service and the server’s obligation
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