Measuring customer satisfaction in industrial markets
Thesis - 8 pages - Management
Customer satisfaction is a fundamental concept of marketing that has been the source of many studies in the consumer market. Measuring customer satisfaction is a process that is now well assimilated and widely used by companies in B to B transactions. The question arises about the...
The relationship between internal customers and customer satisfaction
Thesis - 2 pages - Management
Customer satisfaction is one of the major indicators of the performance of a company. If the requirements and expectations of the customers are met or even exceeded without using excessive resources, then customer satisfaction is guaranteed. It is claimed that the cost of...
The marketing of services
Thesis - 4 pages - Services marketing
Between the 1960's and 1980's, scholars such as Christian Grönroos and Leonard Berry began the study of a new specialized area of marketing: Service Marketing. (Bjerke and Hultman. 2002) Whilst some of the general principles of marketing can be applied to services, a new set of...
E-Tourism in Europe. The E-CRM and ITCs adoption issues: how to retain customers?
Case study - 37 pages - Economy general
E-tourism offers the potential to make information and booking facilities available to a large number of consumers at a relatively lower cost. Among its several advantages are that it enables the tourism sector to make large scale savings on the production and distribution of print and other...
Comparison of customers'satisfaction and delivered quality in case of McDonald's and Burger King
Essay - 33 pages - Services marketing
McDonald's is the leading foodservice retailer globally with over30,000 local restaurants serving 52 million people in more than 100 countries daily. More than 70% of McDonald's restaurants worldwide are owned and operated by independent local men and women. The Burger King operates over...
What is the impact of service in the fast food industry? (A comparison between McDonald and Burger King in Bergen city)
Case study - 16 pages - Services marketing
Through our course “Service Marketing and Management” at NHH, we got the idea of doing our own study to figure out the major differences of McDonald and Burger King in Bergen by examaning customers' different perceptions, expectations, satisfactions and loyalty towards...
Analyzing the strategy of "Tresses" hairdressing services
Thesis - 8 pages - Business strategy
The introduction of this report begins by stating its purpose which is to analyze strategies which a new hairdressing service provider, Tresses should practice in order to successfully launch itself in the market. It then touches on the industry as well as describes Tresses uniqueness in...
Marketing of the services: The case of Club Mediterranean
Case study - 12 pages - Services marketing
Club Mediterranean was at the helm of creating one of the first holiday packages that was "all inclusive" and offered people to live at their own pace in heavenly places. For the last 50 years, it was the leader and a benchmark in this market. This structure, established in 1950, had been...
Dell's customer relationship management (CRM) strategy
Thesis - 11 pages - Management
Customer Relationship Management (CRM) is one of the most efficient systems which could be implanted in a company for its success. CRM is a process, a data mining, a technology and a philosophy base on the customer which aims to strengthen the relationship between the...
Customer relationship management in the pharmaceutical industry
Dissertation - 35 pages - Management
This document examines issues and approaches to various business strategies focused on different clients of French pharmaceutical laboratories. The idea was to reconcile two opposing stances: the industrial way of working opposed by a need to strengthen the image that the public has of the...
Reaching Mexican customers in the real estate business
Market study - 22 pages - Services marketing
Real estate market is changing, it no longer exists one and only way to sell. Consequently, real estate companies must develop marketing researches, by studying clients' needs, understanding them, and then implement prospective solutions. Today, reaching Mexican consumers, on both sides of the...
Business report : Veolia Environmental Services
Essay - 32 pages - Business strategy
As part of the Business to Business project, a team comprising Nicholas Dawson, Arnaud le Floch and Rouh Rouh Tan Tan decided to conduct an in-depth business study concerning a leading European waste management company: Veolia Environmental Services. Following the aftermath of “An...
Sephora customer relationships management analysis
Essay - 10 pages - Management
The aim of this paper is to discover how Sephora has developed its power of attraction, the loyalty of its customers and prospects by setting up sophisticated and personalized customer communication strategies. Sephora is a division of Moet Hennessy Louis Vuitton (LVMH), the world's...
The effectiveness of the training and development program conducted at EXL Service.com (I) Pvt Ltd
Dissertation - 43 pages - Business strategy
Indian companies are walking up to the challenges thrown in by the market economy. To survive in this highly competitive scenario, managers are being pressured to improve quality, increase productivity, cut down waste & eliminate inefficiency. The collective effort of the employer and the...
The customer relationship management method in the company "Propriétés Privées"
Thesis - 5 pages - Management
I currently work in a real-estate agency in Nantes. This agency is called Propriétés Privées and I am in charge of the international marketing and communication of the company. I have been working for this company for 2 reasons. First of all, Propriétés Privées is a real-estate agency, and I have...
Assessing and improving customer satisfaction
Thesis - 4 pages - Management
In a world of commercial competition at present, customer satisfaction is a key data that leads to business success. The manager needs to provide tools to determine objectively and accurately the needs of his customers and determine their satisfaction and track improvements that...
A measure of delight: The pursuit of quality at AT&T universal card services
Thesis - 3 pages - Management
By the late 1980s, AT&T had produced a favorable reputation for itself. By focusing on customer satisfaction and quality, AT&T became a leader in its respective industry. This, however, was not sufficient enough. There was more to be achieved and the leaders of AT&T, at the time, knew...
Cover letter for visitor services
Sample letter - 1 pages - Human resources
On the Museum of Science's Human Resources website, I learned of various employment opportunities in Visitor Services. I am very interested in these positions, and I believe I have the skills and expertise to excel at providing the best experience for guests. Particularly, I would love...
SERVQUAL: A tool to measure service quality
Thesis - 7 pages - Logistics
SERVQUAL consists of a model developed by Parasuraman, Zeithaml and Berry (1986) which helps measure service quality through a series of steps. It concentrates on the notion of perceived quality. “Perceived quality refers to a consumer's judgment about a product's overall...
The building of customer loyalty and retention strategies in sports marketing
Essay - 23 pages - Services marketing
The research in this dissertation focuses on the building of customer loyalty and retention strategies in sports marketing with the Chinese Professional Baseball League (CPBL) as an example. This research aims to provide the factors which influence customer loyalty from a sports...
Recruitment and selection process at Siemens BPO Services Pvt Ltd
Dissertation - 42 pages - Human resources
The outsourcing history of India is one of phenomenal growth in a very short span of time. The idea of outsourcing has its roots in the 'competitive advantage' theory propagated by Adam Smith in his book 'The Wealth of Nations' which was published in 1776. Over the years, the...
Total Quality Management in Services
Tutorials/exercises - 11 pages - Business strategy
Total Quality Management is a component of strategic managment, which improves an organization from top to bottom. In particular, it is a structured approach, which aims at enhancing customer satisfaction and loyalty through a continous improvement of services quality. Total...
Customer Loyalty
Essay - 6 pages - Management
With the globalisation of the world competition has become challenging. Competitors from emerging markets are entering into the developed markets. Attracting new customers has become a more expensive and exhausting business. Therefore the customer is one of the most valuable assets...
Cash management services
Thesis - 19 pages - Finance
With the growing pressure on interest spread, banks are focusing their attention on the 'fee based' Services. The exponential growth in IT and Communications has helped banks in developing and delivering customer friendly products in the areas of Collections and Payments....
The market competitors of broadband services and their performance in the markets in India: HCL Infinet ISP
Thesis - 18 pages - Management
HCL Infinet ISP is the Internet Infrastructure initiative of the HCL group, India's premier information technology group. Through the pioneering presence of the HCL group companies and the vast experience of the markets, HCL Infinet has propelled itself to the path of “Total Technology...
Literature review: Customer relationship management (CRM)
Thesis - 3 pages - Management
Customer relationship management has been defined in many ways. Metagroep defines CRM as ‘the automation of horizontally integrated business processes involving front office customer contact points (marketing, sales, service and support) via multiple, interconnected...
Understanding strategic decisions and impacts on service innovation
Thesis - 6 pages - Business strategy
By network strategy we can understand that firms are willing to develop their networks and to make them denser, being able to offer always more and better services. For instance, Mc Donald's opens several new restaurants worldwide every day and tries to position them in strategic places....
The role of advertising effectiveness in changing customer's perception in relation to LG and its competitors
Tutorials/exercises - 80 pages - Business strategy
Modern marketing calls for more than developing a good product, pricing it attractively and making it accessible. Companies must also communicate with present and potential stakeholders, and the general public. Every company is inevitably cast into the role of communicator and promoter. For most...
Marketing & Innovation Business Case: Ladies Taxi Service, Paris
Case study - 17 pages - Services marketing
Nowadays, women do not feel safe in the streets of Paris. In 2008, 10% to 12% of the people interrogated in Paris claimed to be worried about their security in the day-to-day life . Taxis and public transport are not an exception. Some recent events such as the murder of a young Swedish girl by a...
Marketing services
Worksheets - 4 pages - Services marketing
We noticed that the appreciation of the service is more difficult than manufacturing products. The buying decision will be realized which comes with the service. For example, motor insurance may have a certificate, but the financial service itself cannot be touched. One...
