dissatisfiers”‚ International Journal of Service Industry Management‚ Vol Jones‚ T.O. and Sasser‚ E.W. (1995)‚ “Why satisfied customers defect”‚ Harvard Business Review‚ Vol Katz‚ K.L.‚ Larson‚ B.M. and Larons‚ R.C. (1991)‚ “Prescription for the waiting-in-line blues: entertain‚ enlighten and engage”‚ Sloan Management Review‚ Vol Kumar‚ P.‚ Kalwani‚ M.U. and Dada‚ M. (1997)‚ “The impact of waiting time guarantees on customers’ waiting experiences”‚ Marketing Science‚ Vol Law‚ A.K.Y.‚ Hui‚ Y.V. and Zhao‚ X
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Cunard Line‚ Ltd. Entered in the cruise and steamship business in 1840 and currently offers cruising on seven ships with 5 in the luxury category and 2 in the premium category. Each cruise has its own distinctive image and positioning. As far as its customers are concerned 95% of the customers are from America and Europe. The total cruise industry consisted of approx. 4 million boardings per year. Of this luxury segment comprised 8% that is 320 thousand. Cunard estimates that it has a 50 % market
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The documentary‚ “The Line”‚ shows how social structures and social institutions impact different individual’s lives and situations. John is a single dad who is 48 years old and tries to provide for his one daughter and two sons as they live in poverty. He used to be the senior vice president of a bank‚ making at least six figures‚ being able to provide more than enough for his family. However‚ his life took a toll when he decided to go on his own and acquire banks. Family and Kinship is a social
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Life on the Color Line Life on the Color Line is a memoir by Gregory Howard Williams talking about his life and what it was like to grow up in Muncie‚ Indiana as a white colored boy. It starts off in Virginia where the Williams family owns and lives in an Open House Cafe for all the war soldiers and veterans black and white alike. Since they were “on the color line” of Virginia bordering between white and black neighborhoods‚ Greg’s father Buster was able to house both colors in the bar and keep
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Implementing a Balanced Scorecard: The Case of the Ministry of Works - Bahrain “The Ministry of Works is a world-class application: the organisation is committed to investing in the future of itself and the country by building on the best management techniques they can find. Their programme is as good as anything we have seen.” Dr David Norton – Co-creator of the Balanced Scorecard For more information please visit: www.ap-institute.com Creating and Implementing a Balanced Scorecard: The Case of the
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Animal Communication !1 L i n g u i s t s ’ i n t e re s t i n a n i m a l communication systems has been largely fueled by a desire to compare such systems with human language in order to show the differences between the two‚ and often‚ by implication‚ to show the superiority of human language over the communication systems of animals. !2 Can animals understand human language? !3 As far as animal behaviour is concerned‚ the standard explanation is that the animal produces
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The first line of defense is comprised of two barriers‚ the physical and chemical barriers. These barriers or blockades are always ready and prepared to defend the body from infection. The first barrier is the physical blockade between the inside of the body and the outer world. Physical blockades of the first defense system includes the skin‚ tears‚ and the stomach. After the outer line of defense is breached‚ the body starts it innate immune system to help prepare to take action on the foreign
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The Line There is a line across the desktop in the middle. In most primary schools‚ when a pair of deskmates is a boy and a girl‚ they will carve such a line‚ as inviolable as the 38th Parallel‚ to divide the territory. There is an invisible line in the high school refectory. Boys and girls seat themselves in two parts of the room. The line is a tacit agreement on which concurred by them. There are quite a few lines‚ perceptible or imperceptible‚ that reflect the differences between male and female
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#35129755-8 I. Identify/Define the Key Issues/Situation Analysis A. Key issues that will impact Keurig to survive‚ thrive and grow • Strong bargaining power from a supplier: MTS‚ being the only supplier for the K-Cup packaging line‚ has a control over the machine. Having no substitution plan in place‚ Keurig is forced to follow MTS’s request to fulfill the K-Cup manufacturing capacity. • Difficult to ‘reverse engineer’ the manufacturing technology: despite the alternatives
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(PICC) lines are soft thin flexible tubing that are used for several different treatments. This lines are used for treatments such as giving intravenous medications and blood test. These lines are much different than any other; however‚ due to the fact that they cannot be inserted by any nurse. These lines must be inserted by a nurse who has had specialty training or a doctor. Both of these people must use a machine called an ultrasound to find the veins in the upper arm. Just like any other line‚ the
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