Spring 2010 (Jan-Jun) Master of Business Administration-MBA Semester 4 MK0006 – Services Marketing and Customer Relationship Management - 2 Credits (Book ID: xxxxxxx) Assignment Set- 1 (30 Marks) Note: Each question carries 10 Marks. Answer all the questions. Q.1 a. What do you mean by physical evidence in services? Give examples. (5 marks) b. Write a note on service development. (5 marks) Q.2 a. Briefly explain the terms “customer expectation” and “customer perception”. (6 marks) b. What
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McBride Financial Services Marketing Plan “McBride Financial Services is a start-up regional mortgage lender headquartered in Boise‚ Idaho. The firm will specialize in conventional‚ FHA‚ and VA loans for home purchasing and refinancing. The company intends to expand its operations into Wyoming‚ Montana‚ North Dakota and South Dakota.” (McBride Financial Services website‚ 2003) According to their intranet site‚ McBride’s target market is: 1. Professionals purchasing either a primary or secondary
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adjusting the customer service level could improve a marketing mix. Illustrate. Basically the marketing mix is the 4 P’s‚ place‚ price‚ production (product) and promotion but without customer service or the customer‚ focusing on those 4 P’s is pointless. Knowing the needs and wants of your consumers‚ is something you need before you can start on the process of evaluating and determining your marketing mix. Adjusting the customer service level could help you figure out your marketing mix easier. For example
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Case 1 Integrated Logistics Overview This case finds Tom Lippert‚ sales representative for DuPont Engineering Polymers (DEP)‚ in a situation common to today’s competitive sales environment. His company‚ as a supplier to a major manufacturer (GARD)‚ is faced with changing times. GARD is in the midst of a “changing of the guard” as Mr. Lippert’s long-time contact‚ Mike O’Leary‚ retires. O’Leary’s successor‚ Richard Binish‚ brings a new set of supplier expectations to the fore of GARD’s
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II. Introduction The caterpillar was failure and lost many of money. The major competitor was Japanese company called Komatsu. The caterpillar faced global challenge‚ So it must to reinvent itself‚ or die. By George Schafer and Donald Fits between1985 – 1999‚ caterpillar improved itself. It improved all the structure for the company. In 1999 the CEO was Glen Barton. After that the company declined in sales and earnings. Caterpillar produce earthmovers‚ road building was by Benjamin Holt‚ when he
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The human service profession involves various obstacles to overcome when working with a variety of clients. Obstacles are seen in all phases of human services in areas providing services‚ planning programs‚ and funding troubles. However‚ the elimination of some of these barriers can be done with the use of proper technology. Providing services to the aging population can be challenging‚ when providing services to this particular group because of the rising elderly population needing help and the
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employees are crucial to the service delivery‚ it is important that the organisation hires‚ trains‚ motivates their employees successfully‚ and retain these employees in order to produce a quality product/service. The Service Marketing Triangle highlights three other elements of the marketing mix. These are the internal marketing‚ the external marketing and the interactive marketing. The aspect that emphasises the employee’s role in the service delivery is the interactive marketing as this is the stage where
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Product and service marketing are highly related. Take the success of a company like Apple‚ for example. The technology giant operates nearly 400 retail stores‚ employs more than 42‚000 people and hosts more than a million visitors each day. In 2012‚ Apple’s retail operations generated nearly $19 billion. Furthermore‚ it’s estimated that Apple’s Fifth Avenue store generates more than $35‚000 per square foot‚ making it the highest grossing retailer in New York – ever. Those statistics reinforce the
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Global Integrated Marketing Communications Marks & Spencer in UK & UAE Submitted By: Zhang Qang (MAIM FEB 2010) Student No: 109998494 Module Leader: Dixon Abstract An organisation needs an image‚ which projects itself as a responsible and trustworthy which is not only interest in making money but also places the interest of its customers as well. In this assignment we will review different aspects of Globally Integrated Marketing Strategy and our focused organisation will be Marks
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Taran Swan at Nickelodeon Latin America (A) Case Study Background and Scope In 1979‚ Nickelodeon‚ “a cable channel for kids 2-11 years old‚ was launched in the United States”. Nickelodeon provided a wide-range of programming which including “live-action‚ comedy‚ drama‚ animation‚ music and sports and game shows”. By 1995‚ Nickelodeon was the highest rated basic cable network and international expansion was very realistic and just getting started. To successfully transition internationally
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