INTRODUCTION Beauty consciousness has dawned on rising affluence. With an increase in the number of households upgrading to a higher consumption lifestyle‚ there is an explosion of growth in the Indian beauty space. The Indian personal care industry is estimated at Rs 170 billion. The industry is divided into fabric wash‚ personal wash‚ hair care‚ oral cares‚ skin care‚ colored cosmetics‚ men’s toiletries and fragrances. Most segments of this industry are going through a decline in 2002 with
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No table of contents entries found. Figure 1 ACSI MODEL 5 Figure 2 - Kano Model 9 Chosen Topic The broad topic covered in this literature review is the area of Customer Satisfaction. The authors job is as a Customer Care Manager for Senator Windows for the past 15 years. The area of interest is therefore centred on the elements required to achieve the required level of customer satisfaction and also the methods that can be used to effectively measure it. Scope It would be desirable
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Lincoln University Digital Thesis Copyright Statement The digital copy of this thesis is protected by the Copyright Act 1994 (New Zealand). This thesis may be consulted by you‚ provided you comply with the provisions of the Act and the following conditions of use: you will use the copy only for the purposes of research or private study you will recognise the author ’s right to be identified as the author of the thesis and due acknowledgement will be made to the author where appropriate
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2011 10th International Conference on Mobile Business A Model to Identify the Dimensions of Mobile Service Quality Christos K. Georgiadis Emmanouil Stiakakis Department of Applied Informatics University of Macedonia Thessaloniki‚ Greece stiakakis@uom.gr Department of Applied Informatics University of Macedonia Thessaloniki‚ Greece geor@uom.gr Abstract—The aim of this paper is to identify the dimensions of mobile service (m-service) quality. Based on the literature review and
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1.1 AN introduction overview TO THE BROAD AREA OF TOPIC This research is based on comparison of Quality service offered by pizza hut and dominos. This research is based on to test the quality of service and comparison between two Pizza Houses. The fast food industries of India is experiencing phenomenal growth and is one of the fastest growing sectors in the country‚ with the compounded annual growth rates of the market crossing 25%. Further‚ on the back of changing and busy lifestyle‚ fast emerging
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philosophy and methods companies use to eliminate defects in their products and processes by establishing a quality goal of no more than four defects out of every million units is A. ISO 9000 B. Six Sigma C. Total Quality Management D. SERVQUAL 8) Independent demand is A. inventory where demand comes from independent suppliers B. inventory that is independent of any known rules of demand and supply C. demand that is related to the demand for another item D. demand determined
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Free Press. Parasuraman‚ A‚ Zeithaml‚ V. A. and Berry‚ L. L. (1985)‚” A Conceptual Model of Service Quality and Its Implications for Future Research‚” Journal of Marketing‚ 49 (4)‚ 41-50. Parasuraman A.‚ Zeithaml‚ V. A. and Berry‚ L. L. (1988)‚ “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality‚” Journal of Retailing‚ 64 (Spring)‚ Parasuraman‚ A.‚ Zeithaml‚ V. A. and Malhotra‚ A. (2005)‚ “E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality
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1/29/2015 Creating Customer Value http://eproduct.hbsp.harvard.edu/eproduct/product/cc_8176/content/OPS/html/print.html 1/22 1/29/2015 Creating Customer Value This reading contains links to online interactive illustrations and video‚ denoted by the icons above. In addition to using reader controls in the navigation bar‚ you can also use the arrow keys on your keyboard to navigate between pages. Sunil Gupta‚ Edward W. Carter Professor of Business Administration‚ Harvard Business School‚ de
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TABLE OF CONTENTS Table of Contents……………………………………………………………………..1 1. Dissertation Title………………………………………………….…………...…..3 2. Introduction ……………………………………………………………………….3 2.1 Introduction to Dissertation………………………………………………….....3 2.2 Research Questions…………………………………………………………….4 2.3 Research Objectives…………...……….………………………………………4 3. Literature Review …………………………………………………………………5 3.1 Online Shopping in China………………………………………………………5 3.2 Concept of E-service Quality…………………………………………………
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An analysis of the e-service literature Introduction: Recent advances in technology have created a surge in “technology-based self-service” (Dabholkar et al. 2003). Such developments are changing the way that service firms and consumers interact‚ and are raising a host of research and practice issues relating to the delivery of e-service. E-service is becoming increasingly important not only in determining the success or failure of electronic commerce (Yang et al.‚ 2001)‚ but also in providing
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