Jodi Begges Unknown. (2010‚ April). Difference Between Systematic and Unsystematic Risk. Retrieved from Lets Learn Finance: http://www.letslearnfinance.com/difference-between-systematic-and-unsystematic-risk.html Unkown Rust‚ R. T.‚ K. Lemon‚ V. A. Zeithaml. 2004. Return on marketing: Using customer equity to focus marketing strategy. J. Marketing 68(January) 109–124. Gupta‚ S.‚ V Keller‚ K. 2003. Strategic Brand Management. Upper Saddle River‚ Prentice Hall‚ NJ. Little‚ J. D. C. 1979. Aggregate advertising
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1.0 INTRODUCTION E-RETAILING Online retailing (also known as B2C or business-to-consumer e-commerce) is basically a Web-enabled interface between your company and your target consumer for selling products and services on the Web with the facility of online payment. Online retailing is the most famous and challenging innovation for the retail industry since the last two decades. It offers a new kind of distribution channel and unique options of collecting customer data and analysing buying patterns
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enhance value of relationships (Fanning‚ 2013). It has been found that due to rising competition in the global environment‚ businesses are focussing on delivering quality service to achieve market leadership (Dagger & Sweeney‚ 2000; Parasuraman‚ Zeithaml & Berry‚1985). While every organization aims to deliver 100 % customer satisfaction because it
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Management Review‚ Vol. 38‚ Spring‚ pp. 65-76. Bitner‚ M.J.‚ Booms‚ B.H. and Tetreault‚ M.S. (1990)‚ “The service encounter: favourable and unfavourable incidents”‚ Journal of Marketing‚ Vol. 54‚ January. Bitner‚ M.J.‚ Faranda‚ W.T.‚ Hubbert‚ A.R. and Zeithaml‚ V.A. (1997)‚ “Customer contributions and roles in service delivery”‚ International Journal of Service Industry Management‚ Vol. 8 No. 3‚ pp. 193-205. Boshoff‚ C. (1997)‚ “An experimental study of service recovery options”‚ International Journal
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Service Management‚ 22 (4): 471—490 Shi Ning‚ T. (2013) Changi Airport is tops across industries. The Business Times Shostack‚ G Worldairportawards.com‚ (2014) World Airport Awards Survey Methodology [online]. Zeithaml‚ V.‚Bitner‚ M. 2006. Services marketing. New York: McGraw-Hill. Zeithaml‚ V.‚ Parasuraman‚ A. and Berry‚ L. (1985) Problems and strategies in services marketing
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Contents Abstract: The service quality means to customer’s satisfaction‚ which leads to customer loyalty‚ considerable practitioner interest has focused on programs to improve service quality. Customer perception is very important factor to measure service quality. This paper aims to assess customers perception on the different dimensions of service quality such as responsiveness‚ tangibility‚ assurance‚ empathy‚ reliability and the overall service quality in Standard
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Services Marketing Integrating Customer Focus Across the Firm second European edition wil31711_prelims.indd i 2/27/2012 3:51:42 PM wil31711_prelims.indd ii 2/27/2012 3:51:44 PM Alan Wilson ‚ Valarie A. Zeithaml‚ Mary Jo Bitner and Dwayne D. Gremler Services Marketing Integrating Customer Focus Across the Firm second European edition London San Francisco Lisbon Santiago wil31711_prelims.indd iii Boston St. Louis Madrid Seoul Burr Ridge‚ IL Bangkok Mexico City Singapore Dubuque‚ IA Bogotá
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USA‚ Pearson - Prentice Hall. Palmer‚ A. (2001). Principles of Services Marketing‚ Third Edition‚ England‚ McGraw Hill. Reichheld‚ F. and Sasser‚ W. (1990). Zero defections: quality comes to services‚ Harvard Business Review‚ 68(5)‚ pp. 105-111. Zeithaml‚ V. A. & Bitner M. J. (2003) Services Marketing – Integrating Customer Focus Across The Firm‚ New York‚ McGraw-Hill.
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STUDENT ID: 10038731 PROGRAMME: MSc. Business with International management SUPERVISOR: Dr Zhibin Lin TITLE: What Makes Customers Satisfaction: A Study on Mobile Telecommunication Sector of Vietnam. DATE: 20/09/2012 Dissertation submitted in partial fulfilment of the requirements of the Masters Degree in [MSc. Business with International Management] Newcastle Business School at the University of Northumbria at Newcastle DECLARATIONS I declare the
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Finkbeiner (1992)‚ Segmentation Marketing: New Methods for Capturing Business Markets. New York: HarperBusiness. Berry‚ Leonard L. and A. Parasuraman (1991)‚ Marketing Services: Competing Through Quality. New York: The Free Press. ———‚ ———‚ and Valarie A. Zeithaml (1994)‚ “Improving Service Quality in America: Lessons Learned‚” Academy of Management Executive‚ 8 (2)‚ 32–40. Bitner‚ Mary Jo‚ Stephen W. Brown‚ and Matthew L. Meuter (2000)‚ “Technology Infusion in Service Encounters‚” Journal of the Academy of
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