Lecture Topic 1 : The Service Sector Reading : Chapter 1‚ Services Marketing : People‚ Technology‚ Strategy by Kotler & Wirtz‚ 7th Edition. The Service Sector- some facts : • In the West‚ business conditions generally remain difficult for service sector firms with falling prices hitting profitability. - The service sector typically accounts for between 66% and 75% of GDP in most of the more highly developed economies. (Central Intelligence Agency‚ 2011)
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FEATURES OF SERVICES In terms of economics‚ service is a transaction where no physical goods are transferred from the seller to the buyer. The benefits of services are held to be demonstrated by the buyer’s willingness to make the exchange. In terms of management‚ Service is a customer-focused approach in delivering information technology. Service Management focuses on providing value to the customer and also on the customer relationship. Some of the basic features of Services are: 1. Intangibility:
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PROJECT CHARTER FOR CLEANERS’ MANAGEMENT INFORMATION SYSTEM CLEANING TECHNOLOGIES LIMITED (CTL) PRESENTER : Josphat Orora Ondigo K.C.S.E. INDEX NO. : 552016046 TITLE : CLEANERS’ MANAGEMENT INFORMATION SYSTEM SCHOOL : RONGAI AGRICULTURAL AND TECHNICAL HIGH SCHOOL YEAR : 2010 SUBMITTED TO : Kenya National Examination Council (KNEC) CLEANERS’ MANAGEMENT INFORMATION SYSTEM Focus Road‚ P.O. BOX 453626 Nakuru Kenya Telephone: 0721218246 Fax: 254-858585666
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Assignment on SERVICE FAILURE AND SERVICE RECOVERY Few months back my experience with ICICI bank helped me identify with these concepts. Service failure can occur on multiple dimensions. A core service failure occurs when a customer is not able to avail the service one has paid for. A service encounter failure occurs when customer interaction with employees of a firm leave the customer feeling negative about the firm. I experienced the first type of service failure. In March 2010‚ while
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Term paper On Customer satisfaction of Grameenphone limited Term paper On Customer satisfaction of Grameenphone limited Submitted to Md. Moktar Ali Associate professor Department of Marketing University of Dhaka Submitted by Md. Masum-ul-Hoque ID: Md. Ehsanul Hoque ID: 41018044 Md. Amin ID: Department of Marketing University of Dhaka Date of submission: 8 August‚ 2011 Letter of Transmittal 08 August‚ 2011. Md. Moktar Ali Associate professor Department of Marketing Faculty of Business
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effectively together in accomplishing objectives." * According to Mooney and Railey‚ "Organization is the form of every human association for the attainment of a common purpose." 1.2 INTRODUCTION TO COMPANY HISTORY OF MADRAS CEMENTS LIMITED Madras Cements (MCL) was established in 1957‚ is
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Periwinkle Pty Limited Case Study A Fringe Benefit is a form of pay that employees pay employees by providing the employee to enjoy certain privileges. Providing a company car for the employee to use is a commonly used fringe benefit that is made available for management and field work workers. Also‚ the company can decide to offer cheaper prices for its employees by availing the services and products to the employees. This allows the employee to access the products of the company at a price that
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British Petroleum (BP) now African Petroleum Plc. Today he is the proud owner of ELIZADE NIGERIA LIMITED with several subsidiaries including Toyota Nigeria Limited‚ Oodua Creations Limited‚ Crown and Gold Shipping Company Limited among others. He is the Chairman of various Companies including Moorhouse Sofitel Limited‚ Imperial Telecommunications Limited‚ Custodian and Allied Insurance Company Limited. He setup the Ade Ojo Scholarship Scheme in 1991 under which more than Seventy (70) indigent students
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Introduction: As an administrator of a private hospital‚ we should always upgrade the hospital setting without any reluctant as it may affect the hospital’s services standard. To be an administrator of a private hospital in the center of the city‚ Penang‚ Malaysia‚ we should have a strong power and human power to ensure the hospital are functioning appropriately to ensure the standard of the hospital always there. Although Penang which is known as Pearl Island is a small island in Malaysia but
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States Department of Agriculture Rural Development Rural BusinessCooperative Service FIBS Research Report 141 Shared-Sewices Cooperatives Abstract This report describes the general structure and operations of shared-services cooperatives and discusses some of the benefits accorded to their owners. This report will provide some insights for business people and public servants interested in organizing a shared-services cooperative. It discusses how they are organized and how they operate. This
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