Living A LUSH Life With by Carrie Buchwalter Consumer Behavior Professor McCall Fall 2007 In the late 1970s‚ a small group of unknowns in the cosmetic industry banded together to create fresh handmade cosmetics under the name Cosmetics to Go. The Body Shop showed interest‚ and in 1978‚ Cosmetics to Go sold peppermint-scented foot cream to the chain store‚ signing a deal to sell their products through the Body Shop. In 1988‚ CEO and founder Mark Constantine decided it was time to branch off: Cosmetics
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A study on the applicability of SERVQUAL dimensions for web sites Jos van Iwaarden and Ton van der Wiele ERIM REPORT SERIES RESEARCH IN MANAGEMENT ERIM Report Series reference number Publication Number of pages Email address corresponding author Address ERS-2002-61-ORG 2002 31 vanderwiele@few.eur.nl Erasmus Research Institute of Management (ERIM) Rotterdam School of Management / Faculteit Bedrijfskunde Rotterdam School of Economics / Faculteit Economische Wetenschappen Erasmus Universiteit
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expectation of tourism and hospitality industries of Hong Kong tourism industry against their perceptions‚ and customer satisfaction is investigated in it which is the major determinants of it. The customer satisfaction has the determinants which consists SERVQUAL dimensions‚ Parasuraman‚ et al.‚ (1998) which has five principle dimensions by which customers judge the service quality by using it‚ i.e‚ Reliability‚ Responsiveness‚ Assurance‚ Empathy‚ and Tangibles. The
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1 RESEARCH PAPER CUSTOMER PERCEPTIONS‚ EXPECTATIONS AND GAPS IN SERVICE QUALITY: AN EMPIRICAL STUDY OF CIVIL AVIATION INDUSTRY IN INDIA BY DR. MOHAMMED NAVED KHAN Senior Lecturer Department of Business Administration Faculty of Management Studies & Research Aligarh Muslim University Aligarh-202002 (UP) INDIA e-mail: mohdnavedkhan@gmail.com Ph: 0091571 2701184(R) Mobile : +919411800860 VIPPAN RAJ DUTT Doctoral Research Scholar (Corresponding author) Faculty of Management Studies and Research
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A retained customer suggested the name LUSH in 1995‚ and it means being fresh‚ green‚ verdant and drunken women. This company started in England and a Canadian couple Mark and Karen Wolverton on one of their vacation trips decided to introduce it to North America. In 1996‚ the first international LUSH Company opened in Vancouver in 1996‚ while the first American store opened in San- Francisco. In 2007‚ the company launched a new product into the market named the Charity Pot Hand and Body Lotion
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Lush Presentation – Data/ Sources Country Selection – 1) India – Chosen country 2) Turkey 3) China Country Selection- We originally had 3 different countries which we choose from and we managed to do a process of elimination‚ we did this by looking at different parts of the country and taking into account all the factors which will have an impact on Lush if those chose to expand their business to that particular country
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Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort Vera Patrício (vera.l.patricio@seg-social.pt) Rogério Puga Leal (rpl@fct.unl.pt) Faculty of Science and Technology‚ Universidade Nova de Lisboa‚ Portugal Zulema Lopes Pereira (zlp@fct.unl.pt) Faculty of Science and Technology‚ Universidade Nova de Lisboa‚ Portugal SERVQUAL is the most popular instrument to ascertain service quality. However‚ some debate exists about its ability to characterize different service
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ServQual model of marketing The Service Quality Model or ServQual model is used to measure the differences between consumers’ perception and expectation of service quality. According to the servqual model there are five gaps: I Gap - refers to the difference between customers’ expected service and management’s perceptions of customers’ expectations. This gap means that management may not correctly perceive customer expectations. II Gap - refers to the difference between management perceptions
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eventually led to the development of servqual. * Tangible : physical facilities‚ equipment‚ and appearance of personel * Reliability : ability to perform the promised service dependably and accurately * Responsiveness : willingness to help customers and prompt service. * Assurance : knowlegde and courtesy of employees and their ability to inspire trust and confidence * Empathy : caring‚ individualised attention the firm privides its customers. Servqual has been widely used by the researchers
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Quality Management • SERVQUAL Model • 22 items for assessing customer perceiption and expectations • Based on 5 dimensions SCOPE & OBJECTIVES Examine customers’ perceptions of service quality in the Croatian Hotel industry Assess the perceived service quality using a modified SERVQUAL model Objectives • To determine the level of perceived service quality in Croatian hotels • Establish the no. of dimensions of perceived service quality using the modified SERVQUAL model • Test the
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