...Standardizing and assuming that each guest will have the same perception and expectation of customer service, is no longer sufficient in today’s growing population of travelers around the world. Guests from different cultures are likely to have different expectations for a hotel or resort experience. The guest’s cultural background will impact their service expectations. It may be a challenge for the hotel industry to accommodate different cultural expectations. However, it is essential for resort and hotel business to understand the different culture perceptions and expectation of what would be consider great service. Better understanding of different culture’s expectation can lead to satisfied and loyal guests. In order to understand the guest expectation, we have to gain knowledge of their culture norms and traditions. A culture distinguishes one group of people from another, and sets the normality for acceptable behaviors and attitudes. What may be acceptable in one culture may not be acceptable in another culture. As Americans, we tip at restaurants, parking valets, hotels, clubs, bars, etc. What we may consider to be an act of generosity can be perceived as an insult in other places around the world. In many parts of Asia, Japan for example, leaving tip is commonly viewed as rude. In addition, many of the service charges are already often added to the guest hotel bills. However, if one would want to give additional tip, it best to put the money in an envelope rather...
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...49 Introduction [pic] The National Consumer Agency was set up on 1st May 2007. This Annual Report sets out the activities of the Agency for the period from 1st January to 31st December 2009. The Board is pleased to submit to the Minister for Enterprise, Trade and Employment the 2009 Annual Report in accordance with Section 22 of the Consumer Protection Act 2007. | [pic] |[pic] | Stephen Costello Ann Fitzgerald Chairman Chief Executive Chairman’s Statement The economic downturn of recent times has thrown up many challenges for consumers in Ireland. Harsher trading conditions have forced many retailers to revisit their offerings, whilst job losses and downward pressure on household incomes have meant that consumers are being driven to examine their finances and spending habits more closely than at any time in the past decade. The old proverb says that it is an ill-wind that blows no good, but 2009 was a difficult year both for the business and consumer communities, and the National Consumer Agency stood at the eye of the storm. The Agency continued its strong focus on driving a fair deal for consumers during 2009 with significant outputs both from a commercial practices and a consumer communications...
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...Report Outline 01. Introduction 03. An Overview of Nike 04. What is Perception? 05. Perceptual Mapping 06. Tabulated Survey Results 07. Findings 01. Introduction c/b 1.2 Origin of Report The report has been prepared for Mr. Junaid Khan, faculty at School of Business in North South University as a requirement of MKT344 course. This report is compulsory for students majoring in marketing. 1.3 Report Objectives We had the following objectives while writing the report (a). Investigate consumers perception on Nike shoes. (b). Identify underlying causes of perception. (c). Positioning of Nike in consumers mind. (d). Draw a perceptual mapping of Nike compared with other brands. (e). Analysis of respondents perception in terms of social class. 1.4 Limitations We had faced many obstacles in carrying out a successful survey. Some of the limitations faced were as (a). The survey sample was a negligible amount, that was 50 persons to obtain accurate answer. (b). The next problem was in assessing the true income level of respondents as people were not eager to disclose their true income. Surprisingly two respondents filled out the income level after making personal request. (c). The survey was carried out only in a porsche area of Dhaka city i.e. – in Banani not leaving a huge number of respondents outside the survey. 03. An overview of Nike 3.1 The Company “If you have a body, you are an athlete,” this was the saying of Bill Bowerman;...
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...A STUDY ON CONSUMER PERCEPTION OF AFTER SALES SERVICE WITH REFERENCE TO HYUNDAI CARS AT CHENNAI CHAPTER I INTRODUCTION 1.1 ABOUT THE STUDY The present study was conducted in order to know the perception of the customer with respect to after sales services and to gauge the satisfaction of its consumers. Every customer tends to develop a certain image of the company after using the product. In this process, After Sales Services of the company also plays a major role. The complaints lodged by the customer if duly attended to and given a service in such a manner so that the product is trouble free for a considerable period of time, the customer feels satisfied and tends to become loyal to the company. If a company endeavors to determine the perception of customer towards the product after having used it for a certain period, this information can provide valuable information to a company to improve its product in terms of features and other attributes. This is essential because every company aims at growth and when a company is growing, simultaneously the image of the company or the brand becomes important and the image keeps on growing. When the image of the company grows, the expectations of the customer from the company also grow. After sales service consists of: • Delivery • Installation • Demonstration • Repairs • Warranty • Courteous attention towards customer complaints etc. ...
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...How Consumers’ Attitudes Toward Direct-to-Consumer Advertising of Prescription Drugs Influence Ad Effectiveness, and Consumer and Physician Behavior MICHAL HERZENSTEIN herzensteinm1@simon.rochester.edu SANJOG MISRA misra@simon.rochester.edu STEVEN S. POSAVAC posavac@simon.rochester.edu Simon School of Business Administration, University of Rochester, Rochester, NY 14627 Abstract Data from 1081 adults surveyed by the FDA were analyzed to explore consumers’ attitudes toward direct-toconsumer advertising (DTCA) of prescription drugs, and the relation between these attitudes and health related consumption behaviors. We report the favorableness of consumers’ reactions to DTCA, and more importantly, demonstrate that consumers’ attitudes toward DTCA are related to whether they search for more information about a drug that is advertised, and ask their physician about the drug. Finally, we document how consumers’ attitudes towards DTCA relate to the prescription writing behavior of their physicians. Mediation analyses that more fully explicate these findings are discussed. Keywords: direct-to-consumer advertising, consumer behavior UK-based Boots Pharmaceuticals aired the first Direct-To-Consumer (DTC) television advertisement of a prescription drug in 1983. The Food and Drug Administration (FDA) subsequently ruled that the ad violated regulations that detailed information about side effects should appear in the ad in a readily understandable format, and consequently required Boots...
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...APJRBM Volume 1, Issue 3 (December, 2010) ISSN 2229-4104 CONSUMER PERCEPTIONS AND BEHAVIOUR: A STUDY WITH SPECIAL REFERENCE TO CAR OWNERS IN NAMAKKAL DISTRICT Dr. S. SUBADRA, Assistant Professor in Management Sciences S. N. S. College of Engineering Coimbatore. Pin Code – 641 107. Tamil Nadu State, India. Dr. K. M. MURUGESAN, Assistant Professor in Business Administration Alagappa Government Arts College Karaikudi. Pin Code – 630 003. Tamil Nadu State. Dr. R. GANAPATHI, Assistant Professor in Commerce Directorate of Distance Education Alagappa University, Karaikudi. Pin Code - 630 003. Tamil Nadu State. Abstract In recent days India is witnessing a change in consumerism. The market is now predominantly consumer driver. The focus is shifting for product based marketing to need based marketing. Consumer is given many options to decide. Passenger car segment is no exception to this general trend. An effective market communication is imperative for reaching the target audience. So it is important that we study the consumer perceptions and behaviour of the car owners which will give us feedback on how marketing strategies can be worked. Namakkal town in Tamil Nadu State, which is in the southern part of India, has a progressive and growing market for cars. This down was selected for this study. Pre-testing was done by an Interview schedule which was developed and administered to a convenient sample of twenty five car owners. A Simple Random sampling technique...
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...1 CHAPTER I: INTRODUCTION 1.1 ABSTRACT The objective of the study was to evaluate the customers’ perception of information technology usage with banking sector. Growing evidence that customer satisfaction and effective service delivery drives organizations’ economic health; this means that managers can no longer afford to ignore customers’ feedback. Rather, organization-specific examination of dimensions is vital and useful so that managers are able to assess and determine the precise level of both customer satisfaction and its influencing factors. The proposed exploratory instrument used here to measure customer satisfaction and effective service delivery with the banking sector could serve as a starting point for other studies in the professional services domain. Generally it is not known how information technology affects customer satisfaction and effective service delivery of the banking sector. This study proposes to investigate the impact of customer satisfaction and effective service delivery of the banking sector. 1.2 GENERAL INTRODUCTION As an emerged business trend, the vast applications of information technology (IT) on economic organizations are immense and immeasurable. Organizational systems and functions are now considered effortless and unproblematic because of Information Technology. Information Technology also expanded the opportunities concerning product development processes or innovations that provide organizations with cost and competitive advantages...
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...Charlotte Bussmann Pablo Medina Oisin Halpin Leyre Santana León Universidad Carlos III Madrid 8.11.2013 Spanish Consumers‘ Perception of Functional Foods – A case study of Puleva Omega-3 Spanish Consumers‘ Perception of Functional Foods – A case study of Puleva Omega-3 Table of Contents 1. Introduction 2 1.1. Presentation of the Problem 2 1.1.1. Focus of our Study 2 1.2. Purpose of the Thesis 3 1.2.1. Research Question 3 1.3. Clarification of the Main Concepts 3 1.4. Structure of the Thesis 4 2. Methodology and Theory 5 2.1. Methodology 5 2.1.1. Research Design 5 2.2. Method 8 2.3. Research Techniques 8 2.3.1. Laddering 8 2.3.2. Questionnaire 10 3. Potential Conclusions 14 3.1. Recommendations to the Ebro Puleva Company 16 Appendices 17 Appendix 1 – Types of functional food. 17 Appendix 2 – SWOT Analysis of PO-3. 17 Appendix 3 – Purposes of Mixed Methods Research. 18 Appendix 4 – Hypothetical Laddering Interview + MEC 19 Appendix 5 – The Questionnaire Design. 20 Bibliography 32 1. ------------------------------------------------- Introduction Consumers increasingly believe that what they eat directly affects their state of health (Mollet and Rowland, 2002). Foods are no longer intended to only satisfy hunger and provide vital nutrients; they are also called upon to improve the general condition...
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...Information Systems, 2012 Consumer Perception Towards Organic Food Products in India T. Bhama and Vedha Balaji1 Management Studies, Christ University, Bangalore 1 Institute of Management, Christ University, Bangalore E-mail: bhama.t@christuniversity.in; vedha.balaji@christuniversity.in ABSTRACT Consumers worldwide are becoming health conscious and are concerned about nutrition (Hart, 2000) and the quality of food consumed. Consumers are also increasingly concerned with food safety issues taking into consideration, the recent salmonella case in Germany and elsewhere. Gil, Gracia and Sanchez (2000) have investigated that consumers are getting health conscious and are paying more attention to quality of food consumed. Therefore, food must deliver an added value that are sought after by consumers besides basic hedonistic and functional needs such as nutrition, taste, health, favorable price-quality ratio, etc., in the selection of food. This added value may be perceived in the form of ecological, social and individual benefit. A study on consumer perception towards organic food products may add insight into the nascent but emerging organic food industry in India. The review of related literature in the area of organic food products and consumer perception studied has provided many insights for the study. It has also provided direction in designing the present study. A number of researchers have identified various factors that influence consumer perception of organic food products...
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...2 Literature Review 5 2.1 The 5% Rule 5 2.2 Music Streaming Services & Spotify 6 2.3 Freemium & Piracy 7 2.4 Consumer Perceptions 8 3 Research Methodology 9 3.1 Research Design 9 3.2 Data Collection 10 3.3 Sampling 11 4 Ethics 11 Harm to Participants 12 Invasion of Privacy 12 References 13 1. Introduction The term Freemium was originated by Jarid Lukin of the Flatiron portfolio company Alacra. Moreover, based on this term, Wilson, a venture capitalist, built up a business model in 2006 (Wilson, 2006). ‘Freemium’ is a business model which has emerged in recent years and has become increasingly popular within the digital service industry, particularly for ever growing music streaming services such as Spotify, as this model has almost saved the music industry from being washed out through ever growing piracy issues. The company has posted growth at a staggering rate of nearly 8,000 subscriptions per day and is currently valued at $3 billion dollars (Hampp, 2013). This substantial growth provides an interesting platform for the researcher and to find out how effective the model is for businesses like Spotify, and on the consumers of such services. This type of business model is becoming the norm for web based start-ups worldwide as they look to gain instant consumers through testing of their services before charging them for what can be described as a better or more premium version of the service....
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...__________________________________ LETTER OF TRANSMITTAL Date: January 04, 2011 Lecturer, School of Business North South University Subject: Submission of survey Report on Appy Fizz and Grappo Fizz. It is a great pleasure and privilege for me to present the Internship report titled “APPY FIZZ and GRAPPO FIZZ market in Bangladesh” which was assigned to me as a working requirement for the completion of Internship Program. Throughout the study I have tried my level best to accommodate as much information and relevant issues as possible and tried to follow the instructions as you have suggested. I tried my best to make this report as much informative as possible. I sincerely believe that it will satisfy your requirements. I however sincerely believe that this report will serve the purpose of my internee program. I am grateful to you for your guidance and kind cooperation at every step of my endeavor on this report. I shall remain deeply grateful if you kindly take some pan to go through the report and evaluate my performance. My effort will be reworded only if it adds value to the research literature. Sincerely yours, _______________________________________ACKNOWDGEMENT First of all, I wish to thank the Almighty Allah, the Supreme Authority of the universe for immeasurable Grace and profound Kindness that he has bestowed on me for completing this valuable work. Successful completion of any course requires support from various persons. I have been...
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...ABSTRACT Today is the Era of Globalization and the consumer is not bound within boundaries of a particular place to access products available in the outer world, now he can go beyond the boundaries of any market area where he lives, to access the things of his interest. But this virtual connectivity known as “ONLINE SHOPPING OR E-TAILING” is really a challenge for Indian customers to be associated with; they face some real time problems related to trust and quality. But the Indian shopping trend shows some rigid type of behavior towards online shopping. They do not trust this shopping style as they have to see and choose a product virtually and pay for it, without any kind of physical touch, which was really difficult to be done in Indian market, but in past 2-3 years the trends have changed at least in metros and big cities. It has been observed that Indore is adapting the changes in shopping trends in metros very quickly, they love to shop from home and enjoy online shopping. So the process of analysis of factor affecting customer satisfaction levels was initiated, ACSI Model uses the three manifest variables: Customer’s Expectation, Perceived Values and Over-all Quality, which leads to satisfied customer. This will give us the clear insights of satisfied online shoppers across Indore. Factors affecting online shopping behavior Online shopping is a relatively new type of retail shopping. It has now been adopted all over the world including Thailand. In Thailand, electronic...
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...Lecture Topic 6 Ch. 5 & 6 (p. 188 - 201) Buyer Behavior MKTG 2501 Lecturer: Yin Mei NG Model of Consumer Behavior External Stimuli • Marketing Stimuli • Environmental Forces BUYER’S BLACK BOX • Buyer’s decision process • Buyer’s characterist ics Buyer Responses • Buying attitude and preference • Purchase behavior (what, when, where, and how much) • Relationship behavior with brand and company Five Stages in the Consumer Decision Process Need recognition Information search Evaluation of alternatives Purchase decision Class Discussion: Customer Needs • What do parents-to-be need? • How can a company meet their important needs? Identify and Evaluate Alternatives Example: Brand Choice of Your Computer Purchased Recently Company: What can you do? Dear Company, We’re sorry to let you know your brand is not in our evoked set. To: The Company Yours sincerely, Your target customers Question: • What can a company do if its brand is NOT in the evoked set of the target consumers? – Inept set (avoided alternatives) – Inert set (backup alternatives) – Unawareness set Example: A customer’s evaluation of 3 computer brands • Which brand would this consumer most likely choose to purchase? • Which brand would this consumer least likely choose to purchase? Attributes (Criteria) Importance Weight (Sum = 1.0) Evaluation on the Performance of Alternative Computer Brands (Score: 1-7) Evaluation of Alternatives Brand A Price Speed Warranty Size ...
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...Objectives Chapter 2 Perception CONSUMER BEHAVIOR Global Edition 9e Michael R. Solomon When you finish this chapter, you should understand why: • Perception is a three-stage process that translates raw stimuli into meaning. • Products and commercial messages often appeal to our senses, but we won‟t be influenced by most of them. • The design of a product today is a key driver of its success or failure. 3/8/2012 Copyright © 2011 Pearson Education Copyright © 2011 Pearson Education 2-1 2-2 Learning Objectives (continued) Sensation and Perception • Subliminal advertising is a controversial— but largely ineffective—way to talk to consumers. • Sensation is the immediate response of our sensory receptors (eyes, ears, nose, mouth, and fingers) to basic stimuli (light, color, sound, odor, and texture). • We interpret the stimuli to which we do pay attention according to learned patterns and expectations. • Marketers use symbols to create meaning. • Perception is the process by which sensations are selected, organized, and interpreted. 3/8/2012 Copyright © 2011 Pearson Education 2-3 3/8/2012 Copyright © 2011 Pearson Education 2-4 Figure 2.1 Perceptual Process We receive external stimuli through our five senses Hedonic Consumption • Hedonic consumption: multisensory, fantasy, and emotional aspects of consumers‟ interactions with products • Marketers use impact of sensations on consumers‟ product experiences ...
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...mean? 2 Understanding consumers’ perspective 2 * a) Intrinsic cues 4 * b) Extrinsic cues 4 * c) Appearance cues 4 * d) Performance cues 4 The role of aesthetics in apparel products 5 * 3.1 The sensory dimension of the aesthetic experience 5 * 3.2 The emotional dimension of the aesthetic experience 5 * 3.3 The cognitive dimension of the aesthetic experience 5 Conclusion 6 References 7 1. An introduction: What does “product quality” really mean? The Oxford Dictionary defines quality as “The standard of something as measured against other things of a similar kind; the degree of excellence of something; General excellence of standard or level. Many manufacturers use quality as a way to extinguish themselves from their competitors’ products.” It is very important to differentiate between intrinsic- and extrinsic properties of clothes. Intrinsic properties are the fit and feel of the clothing item and the ability to use it for multiple wearing. It also includes the chemical and physical properties of the clothing (Kincade & Gibson; 2010:78). The extrinsic properties are how the product appears to the consumer end their feeling of wealth, luxury and status. Most of the time this includes the brand names, price and store where the items are bought (Kincade & Gibson; 2010:78). 2. Understanding consumers’ perspective: Consumers have different ways of interpreting quality. Understanding consumers’ perception of clothing quality: a...
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