Branding: a key marketing tool. http://books.google.co.uk/books/about/Branding.html?id=e5sMcGraw-Hill. Schlosser‚ E. (2001). Fast Food Nation. The Penguin Press. St Ives. Schroder‚ M.J.A. (2003). Food Quality and Consumer Value. Springer. Berlin. Zeithaml‚ V.A. (1988). Consumer perceptions of price‚ quality‚ and value: a means-end model and synthesis of evidence. Journal of Marketing. Vol. 52.
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Working Papers on Information Systems ISSN 1535-6078 Research Framework for Consumer Satisfaction with Internet Shopping Christy M K Cheung City University of Hong Kong‚ China Matthew K O Lee City University of Hong Kong‚ China Abstract Consumer satisfaction with Internet shopping has been conceptualized in a variety of ways. Studies in this area remain broad and appear relatively fragmented. In view of this‚ the purpose of this study is to propose a research framework that integrates both
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Case Study Assessment of Angling Experience Question 1: Define and discuss using relevant example from the case‚ the special characteristics of services that distinguish them from tangible products. Services are one type of products with several special characteristics which are really different with tangible products. The major special features of services are more intangibility‚ heterogeneity‚ inseparability‚ and perishability. Those characteristics are also reflected in John’s case. 1
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concerns the similarities and differences between the constructs of service quality and satisfaction (see e.g. Anderson and Sullivan‚ 1993; Bolton and Drew‚ 1991; Cronin and Taylor‚ 1992‚ 1994; Oliver‚ 1993; Parasuraman et al.‚ 1988; Taylor‚ 1993; Zeithaml et al.‚ 1993). There appears to be a consensus emerging that satisfaction refers to the outcome of individual service transactions and the overall service encounter‚ whereas service quality is the customer’s overall impression of the relative inferiority/superiority
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Service quality has been recognized as a key factor in differentiating service products. Customer satisfaction can be secured through high quality products and services (Getty & Getty‚ 2003; Gupta & Chen‚ 1995; Tsang & Qu‚ 2000). Edvardsson (1996) reflected that the concept of service should be approached from the customer ’s point of view‚ since it was his/her perception of the outcome that constituted the service. Customers may have different values and different grounds for assessment and most
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THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT IN CUSTOMER RETENTION AND CUSTOMER LOYALTY IN HOTEL INDUSTRY TSANG‚ WAI KIT MATRICULATION NUMBER: 53624975 EDINBURGH NAPIER UNIVERSITY EDINBURGH Dissertation submission for the award of BA (Hons) Marketing Management Date: November 2014 Supervisor: Margaret Chui Word count: 1620 Table of contents Selection Title Page 1. The Background of the Study and Overall Research Aim 3 2. Research Objectives 4 3. Initial
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independent‚ charitable; service users Quality: audit; quality control; role of agencies eg Care Quality Commission‚ NICE; role of staff and users; quality perspectives eg Servqual-Zeithaml‚ Parasuraman and Berry; technical quality; functional quality http://areas.kenan-flagler.unc.edu/Marketing/FacultyStaff/zeithaml/Selected%20Publications/SERVQUAL-%20A%20Multiple-Item%20Scale%20for%20Measuring%20Consumer%20Perceptions%20of%20Service%20Quality.pdf The learner can: 1.1 Discuss the philosophy
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secondary factors may be mitigated with more effective online customer service interactions to improve contact and reduce risk factors. Others‚ such as poor interface design‚ may not. However‚ purchase risk factors such as perceived quality (Brucks‚ Zeithaml‚ and Naylor‚ 2000; Lal and Sarvary‚ 1997) and related purchase selection problems (Bauer‚ 1960‚ Levitt‚ 1986; Chaudhuri‚ 2000) are factors that may be directly addressed with customer service chat interaction. It appears that organizations are moving
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1998 Clark‚ Mona A Thomson Publishing Company‚ London. 1998 Dittmen‚ Paul R Introduction‚ John Wiley and Sons‚ Inc.‚ New Jersey. 1997 Engel‚ J Lawson‚ Fred. Hotel and Resort‚ Butterworth Architecture‚ Oxford. 1995 Schegel‚ R Inc.‚ New York. 1990 Zeithaml‚ V and Expectations‚ The Free Press. New York. 1990 B Thesis. Collegio de San Juan de Letran‚ Calamba Campus. 2009 De Lote‚ J.K.P.‚ et.al of Batangas‚ Unpublished Thesis. Batangas State University‚ Malvar Campus. 2009 Barrion‚ Alberto Jr Thesis
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Customers showed up with the expectation of boarding a plane and arriving at their final destinations without any major delays. They believed this because of the “Jet Blue Experience” that promised them the “best customer service in the business” (Zeithaml‚ Bitner‚ & Gremler‚ 2013). However‚ Jet Blue was unable to provide the customers with what was promised because of factors that were out of their hands‚ the weather. Another issue faced by Jet Blue’s Valentine’s Day crisis was that they did not
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