in India 36 Medical Tourism in India 37 Characteristics of Services 39 Classification of Services 42 Service Capacity 47 Yield Management 50 Designing Service Processes 53 Service Blueprinting 59 Service Quality 61 Measuring Service Quality using SERVQUAL • iv vi ix 1 . . 35 63 xii Contents Quality Ratings in the Hotel Industry 76 Summary 85 References 86 Key Terms 87 Case Study I—Naresh Goyal and Jet Airways 87 Case Study II—Narayana Hrudayalaya 96 Concept Review Questions 99 Project
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Customer-Driven Learning at Radisson Hotels Worldwide Radisson Hotels began in the early 1900s in Minneapolis by incorporating a partnership with the dry-good store which was next door to the hotel. For many years this wise entrepreneurial move summoned millions of people to the downtown Minneapolis area‚ greatly boosting the economy in this area (Hotel Online‚ 1998). By 1997‚ the “growth at any cost” strategy of Radisson was diminishing their quality and blurring the focus of customer satisfaction
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BUS 268: Service Marketing Report Topic: Positioning of Raffles hospital Content Page 1. Journal Review…………………….………………………………….……………….3 1.1 Positioning…………………….…………………………………………………...3 1.2 Determinant Variable……………………………………………………………...4 1.3 Positioning strategy………………………………………………………………..5 1.4 Positioning map……………………………………………………………………7 2. Organization (Raffles hospital)………………………………………………………..8 2.1 Positioning………………………………………………………………………....8 2.2 Determinant
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delivery system has to be in place. This is an empirical study on after sales quality of Pakistan’s automotive battery manufacturer. The research measured the quality of service in Atlas Battery‚ selling product with the brand name of AGS by using the Servqual method. The data was collected using an instrument from previous study to study the impact of quality of after sales services on customer satisfaction. The main variables effecting customer satisfaction are product quality and social responsibility
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‚ (2007)‚ “An Integrated Model of Price‚ Satisfaction and Loyalty: an Empirical Analysis in the Service Sector”‚ Journal of Product & Brand Management‚ Volume. 16‚ Issue.7‚ pages. 459–468. Parasuraman‚ A.‚ Zeithaml‚ V. A.‚ & Berry‚ L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality‚ Journal of Retailing‚ 64 (1)‚ p.12-40. Ryu‚ K.‚ & Jang‚ S Srikanjanarak‚ S.‚ Omar‚ A.‚ &Ramayah‚ T. “The conceptualization and operational measurement of price fairness
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1.0 INTRODUCTION E-RETAILING Online retailing (also known as B2C or business-to-consumer e-commerce) is basically a Web-enabled interface between your company and your target consumer for selling products and services on the Web with the facility of online payment. Online retailing is the most famous and challenging innovation for the retail industry since the last two decades. It offers a new kind of distribution channel and unique options of collecting customer data and analysing buying patterns
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Quality and its Implications for Future Research. Journal of Marketing. 49 (4)‚ p. 41-50 Ryan‚ C. and Cliff‚ A. (1997). Do Travel Agencies Measure Up To Customer Expectation? An Empirical Investigation of Travel Agencies’ Service Quality As Measured by SERVQUAL. 62 (2)‚ p1–32.
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PROJECT REPORT ON CUSTOMER SATISFACTION (BUSINESS RESEARCH METHODS) APRIL: - 2013 SESSION: - 2012 - 2013 Submitted To: Submitted By: Ms. Sugand Ankit Gupta Assistant Professor MBA II Department of Management Studies 28401 ABSTRACT MY project report gives brief study‚ on what are Customer Satisfaction and the techniques of achieving Customer Satisfaction. It focuses on customer’s perceptions. Many firms are interested
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B.‚ and van Knippenberg‚ A. (1998). Predicting Behavior from Actions in the Past: Repeated Decision Making or a Matter of Habit. Journal of Applied Social Psychology‚ 28(15)‚ 1355–1374. 6. Asubonteng‚ P.‚ McCleary‚ K.J.‚ and Swan‚ J.E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Service Marketing‚ 10(6)‚ 62-81. 7. Beerli‚ A.‚ Martin‚ J.D.‚ and Quintana‚ A. (2004). A model of customer loyalty in the retail banking market. European Journal of Marketing‚ 38(1/2)‚
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Customers ’ Trust and Purchase Intention towards Taobao ’s Alipay (China online marketplace) By Wong Tak Yan‚ Isabella 08032084 & Yeung Yuen Ha‚ Rabeea 08037728 An Honours Degree Project Submitted to the School of Business in Partial Fulfilment of Graduation Requirement for the Degree program of Bachelor of Business Administration (Honours) in the academic year of 2010 to 2011. Hong Kong Baptist University April 2011 Table of Contents Acknowledgement ...............................
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