Rust‚ R.T.‚ Zeithaml‚ V.A.‚ Lemon‚ K.N http://www.brandmatters.com.au/branded-house-or-a-house-of-brands/ ; Kwon Jung‚ Leslie Tey‚ (2010) Searching for boundary conditions for successful brand extensions"‚ Journal of Product & Brand Management‚ 19 (4)‚ 276 – 285; Loken‚ Barbara; Roedder John‚ Deborah (1993)‚ Diluting Brand Beliefs: When Do Brand Extensions Have a Negative Impact? Journal of Marketing‚ 57 (3)‚ 71-84; http://www.allchocolate.com/health/basics/ ; 4 Rust‚ R.T.‚ Zeithaml‚ V.A.‚ Lemon
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Introduction Giordano established in 1981 by Jimmy Lai. It is a Hong Kong- based retailer of casual clothes targeted at men‚ women and children via its four company brands‚ Giordano‚ Giordano Ladies‚ Giordano Junior and Blue Exchange (Bitner & Zeithaml‚ 2011). Giordano is one of the best known and established apparel retailers in the Asia Pacific region‚ employing over 8‚000 friendly staff with over 2‚400 shops operating in 30 territories worldwide (About Giordano‚ 2011). They are committed to
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CHALLENGE ON KBANK’S SERVICE EXCELLENCE By Natnicha PRACHAKITTIKUL (ETU20150043) MSc in International Luxury and Brand Management ESC Rennes School of Business Abstract Many people have doubt about KASIKORNBANK (KBank) service. As double standard still remains in KBank branch services‚ it is urgent need for KBank to improve its services in order to meet its commitment “Towards Service Excellence (at every level)”. In this essay‚ five features of service‚ 7Ps service marketing mix‚ and SERVQUAL
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International Journal of Information Management 30 (2010) 289–300 Contents lists available at ScienceDirect International Journal of Information Management journal homepage: www.elsevier.com/locate/ijinfomgt Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China Zhaohua Deng a‚∗ ‚ Yaobin Lu a ‚ Kwok Kee Wei b ‚ Jinlong Zhang a a b School of Management‚ Huazhong University of Science and Technology‚ 1037 Luoyu Road‚ Hongshan District‚ Wuhan‚ China
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The current issue and full text archive of this journal is available at www.emeraldinsight.com/0960-4529.htm The impact of financial services quality and fairness on customer satisfaction Houn-Gee Chen Department of Business Administration‚ National Taiwan University‚ Taipei‚ Taiwan The impact of fairness 399 Julie Yu-Chih Liu Department of Information Management‚ Yuan Ze University‚ Chung-Li‚ Taiwan Tsong Shin Sheu Department of Industrial Eng. and Management‚ Nan Kai University
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ed.‚ London: Prentice Hall. 40. Grönroos‚ C. (1984) – “A service quality model and its marketing implications”‚ European Journal of Marketing‚ Vol 41. Grönroos‚ C. (1985) – “Internal marketing - theory and practice”‚ in Block‚ T.M.‚ Upah‚ G.D. and Zeithaml‚ V.A. (Eds)‚ Services Marketing in a Changing Environment‚ American Marketing Association‚ Chicago‚ IL‚ pp 42. GSM Association (2006) - www.gsmworld.com 43 44. Hart‚ C.W.L.‚ Heskett‚ J.L. and Sasser‚ E.W. Jr (1990) - “The profitable art of service
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Managing Innovative Changes Introduction This paper is focused on the service innovation and management of innovative changes in present. Though‚ innovation is one of the most significant elements in the development of service science‚ but mostly considers as a little further to the repackaging of a existing theory and practice from a wide range of disciplines and cannot be considered as a new‚ emergent‚ business or management paradigm. This paper is written to give evidence from the management
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a tendency to compare the service they ’experience’ with the service they ’expect’ . If the experience does not match the expectation ‚ there arises a gap. Ten determinants that may influence the appearance of a gap were described by Parasuraman‚ Zeithaml and Berry in the SERVQUAL model: reliability‚ responsiveness‚ competence‚ access‚ courtesy‚ communication‚ credibility‚ security‚ understanding the customer and tangibles. As Director Operation for Airport‚ the above SERVQUAL is very important to
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Hoffer C. W.. (1975). Toward a contingency theory of business strategy. Academy of Management Journal. -- (18)‚ pp784-810. Wind J.. (1981). Product life cycle. The Wharton School‚ University of Pennsylvania. -- (--)‚ --. Carl R. Anderson and Carl P. Zeithaml. (1984). Stage of the Product life cycle‚ Business Strategy‚ and Business Performance. Academy of Management Journal. 27 (No.1)‚ pp5-24. MacMillan‚ I.‚ Hambrick D. and Day D.. (1975). The product portfolio and profitability. Academy of Management
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The convenience of e-banking Chapter 1: Introduction Introduction Nowadays‚ Malaysia is a multi sector economy and technology development based on the presence of many technological inventions. Traditional banking act as physical bank and delivery channel which to give customers to place or get their money out of the bank safety deposit boxes‚ managing checking or current accounts‚ paying cheques drawn by customers. However‚ e-banking is one of the technological inventions that give conveniences
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