...The Evolution and Future of National Customer Satisfaction Index Models1 by Michael D. Johnsona2, Anders Gustafssonb, Tor Wallin Andreassenc, Line Lervikc, Jaesung Chaa a University of Michigan Business School, Ann Arbor, Michigan 48109-1234, USA b University of Karlstad, Service Research Center, 651 88 Karlstad, Sweden c Nowegian School of Management BI, P.O. Box 580, N-1301 Sandvika, Norway December 2000 PsycINFO classification: 3920 JEL classification: E21 Keywords: Customer satisfaction; Loyalty; National barometers 1 Journal of Economic Psychology, forthcoming. The authors thank Associate Editor Henry Robben, two anonymous reviewers, Richard Bagozzi, Andreas Herrmann and Kai Kristensen for their valuable comments and suggestions. We also gratefully acknowledge the support of the Norwegian School of Management BI for providing the data used in the study. 2 Corresponding author. Email: mdjohn@umich.edu; tel.: +734-764-1259; fax: +734-936-0274. 2 Abstract A number of both national and international customer satisfaction barometers or indices have been introduced in the last decade. For the most part, these satisfaction indices are embedded within a system of cause and effect relationships or satisfaction model. Yet there has been little in the way of model development. Of critical importance to the validity and reliability of such indices is that the models and methods used to measure customer satisfaction and related constructs continue to learn, adapt...
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...Managing Oral Communication (Project Report) ‘A critique of issues and challenges for cross cultural communication of a recent Joint Venture’ Submitted To: Prof. V. Chandra Submitted By: Anuj Verma (14PGDM073) Harsimran Singh Sandhu (14PGDM082) Mohak Jain (14PGDM092) Pallak Joshi (14PGDM102) Shikha (14PGDM110) Tanya Kapoor (14PGDM121) Vrashank Sharma (14PGDM131) Dated: 21 August 2014 Table of Contents Serial No. Contents Page No. 1 2 3 4 5 6 Introduction Specifics of the Deal Critique Conclusion Exhibits References 1 1 3 7 8 10 ‘ Introduction Joint Ventures represent a combination of subsets of assets, contributed by two or more business entities for a specific business purpose and a limited duration. This can enable a firm to achieve market penetration into new areas over time, enter and develop new product markets, expand into new geographic areas and participate in new technology driven value activities (Sullivan, 2014). For the purpose of this project we decided to analyze the recently concluded Joint Venture between Walmart Inc. and Bharti Enterprises. Bharti Enterprises is an Indian Business conglomerate, which owns various businesses spanning across telecommunications, retail, financial services and manufacturing. It operates in 20 countries across Asia and Africa. Wal-Mart Stores Inc., branded as Walmart, is an American multinational retail corporation that runs chains of large discount department stores and warehouse stores. It...
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...DEPARTMENT OF MARKETING AND BUSINESS ECONOMICS ALBERTA SCHOOL OF BUSINESS International Marketing MARK 644 - X50, Winter 2015 Instructor: Edy Wong, PhD Office: BUS 3 – 21B Phone: 780 492 8137 Email: edy@ualberta.ca Office Hours: By appointment Class Location: Business B 9 Class Times: Wednesday, 6:30 p.m. to 9:30 p.m. Course Duration: January 7th to April 8th, 2015 I. COURSE DESCRIPTION This course is designed to provide students with an understanding of how marketing principles and strategy must be adapted to the international business environment and how an effective international marketing strategy should be formulated. Topics for the course include an overview of the global business environment, influence of culture on consumer preferences and marketing strategy, effects of socio-economic and political factors on market analysis and marketing strategy, techniques of competitive analysis, logistical and supply chain considerations, and relevant government regulations on international trade. The learning strategy for this course will be based on a combination of class lectures, group discussions and presentations, and a group paper. Students are encouraged to contribute to the learning process by drawing on their professional and business experience in class discussions and projects. Learning outcomes in this course will include an understanding of the principles of international marketing, an appreciation of the relevance of politics, culture...
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...What began as a small chain of stores established by a group of Chicago-area retailers in 1924 has evolved into the nation’s leading retailer-owned cooperatives. Throughout the years, many things have changed. From a few Chicago-area hardware stores, Ace has grown to include 4,600 stores in 50 states and 60 countries. Yet one thing has remained unchanged — Ace's commitment to deliver quality, friendly and helpful hardware service to consumers. Take a trip through the past decades for a look at the milestones and achievements Ace has enjoyed through the years. 1920-1940: The birth of an American cooperative Timeline 1924: Uniting their Chicago-area hardware stores to increase buying power and profits, entrepreneurs Richard Hesse, E. Gunnard Lindquist, Frank Burke and Oscar Fisher forge the beginning of Ace Hardware. 1928: By year-end, 11 retailers join the fledgling company, now officially named Ace Stores, Inc. 1929: Ace opens its first warehouse, a 25,000-square-foot building in Chicago, and benefits from the public’s unwavering need for tools and hardware – even in the most unsettling economic times. 1931: Ace Stores, Inc., officially changes its name to Ace Hardware Corporation. Ace’s growing retailer base and buying power helps the company compete with mail order houses and chain stores. 1933: The Sherman Hotel in Chicago is home to the first formal retailer convention, and Ace’s 38 dealers from Illinois, Indiana and Wisconsin attend. 1939:...
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...| | |Vodafone Egypt Organization | |[pic] | | | | | | | |8/18/2012 | | Vodafone Egypt Organization | Table of contents Vodafone organization profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Vodafone external environment . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Vodafone stakeholders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Vodafone...
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...Toyota in Europe Kaizen “Continuous improvement. As no process can ever be declared perfect, there is always room for improvement.” From Looms to Cars: Toyota’s History Global Toyota Toyota in Europe The Toyota Production System 30 5. Customer First 34 6. Sustainability: Economic, Environmental and Social Stewardship 38 7. The Vehicle Line-Up 46 8. Motorsport & Formula One 58 9. The Toyota Work Experience 60 4 | Toyota’s European Network March 2008 edition | 3 Foreword Dear Reader, Since the early 1960’s, Toyota’s presence in Europe has grown and changed, keeping pace with the changing vehicle tastes and requirements of the European public. Since 1992, when the first of our European production facilities was opened in the UK, Toyota has invested almost €7 billion throughout Europe. We now employ approximately 80,000 people and have nine European manufacturing facilities. But the construction of vehicle and engine assembly plants is only part of the story. In 2007, we also expanded our technical centre in Belgium, investing an additional €75 million to ensure that Toyota and Lexus vehicles continue to meet the high engineering and design standards of European customers. Another major investment was the new European Global Production Centre in the UK, established for the training of production staff and supervisors from all over Europe. Toyota also continues to invest heavily in the training...
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...The Case for Change at Toyota Motor Corporation Process Identification and Improvement Plan ______________________________________________________________________________ Unit 1 Assignment 1 MBA 6022 Lynette D. Capella University Abstract This Process Identification and Improvement Plan will begin with a summary of the Toyota Motor Corporation and core commitment to safety, quality and volume. It will also refer to the case study review titled “Toyota: The Accelerator Crisis (2010), by Greto, Schotter, and Teagarden for a synopsis of the accelerator and automobile recall crisis that affected the company’s reputation, image and near financial collapse. It also identifies two distinct process areas have been targeted for improvement, Toyota’s HR management systems and TPS/Lean Production System which need to be integrated. Furthermore, this plan will further discuss areas of development, positive impact and benefits to the company— and demonstrate how if a process change does occur how it will negatively impact this particular industry/ areas for improvement or innovation and then discussing the specific opportunities including impact and benefits. Introduction Toyota Summary: According to Greto, (2010), in 1933, Toyota Motor Corporation was originally founded as a division of Toyoda Automatic Loom Works; which was dedicated to the production of vehicles under the guidance of Kiichiro Toyoda. The company’s first automobiles were the A1 passenger cars...
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...Do logo redesigns help or hurt your brand? The role of brand commitment Michael F. Walsh West Virginia University, Morgantown, West Virginia, USA Karen Page Winterich Texas A&M University, College Station, Texas, USA, and Vikas Mittal Rice University, Houston, Texas, USA Abstract Purpose – Logos are a critical component of brand aesthetics. Frequently companies redesign their logos, and many redesigns result in more rounded logos. How do such redesigns affect consumers’ brand attitudes? The purpose of this paper is to explore the role of brand commitment on consumer response to logo shape redesign. Design/methodology/approach – This research uses a field experiment with 632 respondents and examines two athletic shoe brands: New Balance and Adidas. Findings – The greater the degree of change in the roundedness of a previously angular logo, the more likely it is that strongly committed consumers will evaluate the redesigned logo more negatively (in terms of brand attitude). Such logo evaluations, in turn, mediate the joint effect of logo redesign and commitment on overall brand attitude. Conversely, weakly committed consumers react positively to such changes. Research limitations/implications – The literature on aesthetics and brand attitude are combined to show that not all consumers view changes in brand elements such as logos similarly. Strongly committed consumers view these changes negatively; weakly committed consumers view them positively. An information-processing...
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...Principle. 9 4.22 Market share 10 4.23 Pricing Strategy 10 4.3 Functional Strategies 11 4.31 Marketing Problems 11 4.32 HR Problems 11 4.33 Training 11 4.34 Adapting to Pakistani culture 12 4.35 Promotional strategies 12 4.4 Environmental Scanning 12 4.41PEST Analysis 12 5.0 Conclusion and Recommendations 14 6.0 References 16 Abstract In this age of internationalization, people are able to share any kinds of food from different parts of the world, thanks to the global business of food and beverage companies. As the leading driver of global growth in consumer food service, the fast food industry is reaching new consumers continually through improved menus, dining experience upgrades and rapid worldwide expansion. As representatives of this industry and experienced multinationals, the American fast food restaurant groups like McDonald’s. The report discusses how the strategy of globalization affects large multi nationals like McDonald’s. It later elaborates upon...
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...Running Head: Developing cross cultural capability Developing cross cultural capability [Name of the student] [Name of the institute] Developing cross cultural capability Introduction In the field of research, the challenge of international cooperation increasingly intense led in 1993 to further reflection on the concepts of intercultural management. With the work of Hofstede (1980) and Ouchi (1981), comparative research on management has been very stimulating. Then this research have specialized on topics such as intercultural management or Eurocentric. The axis emerges clearly in the Europe of the Common Market; it is learning to cope with unique challenges issued to management. Once the recognized need, the way chosen to advance in this area, is the course of this study: we sought to describe the practices, including their advantages and disadvantages, using existing typologies willingly. In this case the eye is focused on large tourism companies, but is not always clearly stated. In these large tourism companies, one can discern various articulations of intercultural management. Schreyögg, for example, distinguishes between corporate cultures and global polycentric (1991). Polycentric, are those which, in different countries, come in different forms, thus focusing on "indigenous constructs", those that are global, over national borders, are a unique brand image with a single form articulation, thus settling on "indigenous constructs"...
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...Global Product Quality and Corporate Social Responsibility Perceptions: A Cross-National Study of Halo Effects Thomas J. Madden, Martin S. Roth, and William R. Dillon ABSTRACT Attribute ratings often contain a holistic or global impression of the brand, commonly referred to as “halo.” A halo response can occur when perceptions of a brand’s performance on an attribute are influenced by performance percep- tions on another attribute or by a global impression of the brand. Using cross-national survey data from consumers in Argentina, China, Spain, and the United States, the authors examine the extent to which a halo response introduces bias to product quality and corporate social responsibility perceptions of competing brands. The findings show that halo is more pervasive for product quality than for corporate social responsibility associations, varies across brands and markets, and is strongly related to brand recommendations. Examining cross-national brand performance and halo perceptions can help international marketing managers understand key perceptual similarities and differences between and across markets, which can inform strategic considerations such as whether to pursue global, panregional, or national branding, positioning, and advertising strategies. Keywords: constrained components analysis, associative network models, automatic activation theory, branding and brand management, marketing standardization/adaptation, corporate social responsibility The strategic...
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...International Journal of Commerce and Management Emerald Article: Towards an integrated model of customer service skills and customer loyalty: The mediating role of customer satisfaction Amjad A. Abu-ELSamen, Mamoun N. Akroush, Fayez M. Al-Khawaldeh, Motteh S. Al-Shibly Article information: To cite this document: Amjad A. Abu-ELSamen, Mamoun N. Akroush, Fayez M. Al-Khawaldeh, Motteh S. Al-Shibly, (2011),"Towards an integrated model of customer service skills and customer loyalty: The mediating role of customer satisfaction", International Journal of Commerce and Management, Vol. 21 Iss: 4 pp. 349 - 380 Permanent link to this document: http://dx.doi.org/10.1108/10569211111189365 Downloaded on: 31-03-2012 References: This document contains references to 129 other documents To copy this document: permissions@emeraldinsight.com This document has been downloaded 404 times. Access to this document was granted through an Emerald subscription provided by GERMAN JORDANIAN UNIVERSITY For Authors: If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service. Information about how to choose which publication to write for and submission guidelines are available for all. Additional help for authors is available for Emerald subscribers. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.com With over forty years' experience, Emerald Group Publishing is a leading independent publisher...
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...Industrial Marketing Management 43 (2014) 67–76 Contents lists available at ScienceDirect Industrial Marketing Management The establishment of industrial branding through dyadic logistics partnership success (LPS): The case of the Malaysian automotive and logistics industry Nor Aida Abdul Rahman a,⁎, T.C. Melewar b,1, Amir M. Sharif c a b c Universiti Kuala Lumpur, Malaysian Institute of Aviation Technology (UniKL MIAT), Lot 2891, Jalan Jenderam Hulu, 43800 Dengkil, Selangor, Malaysia The Business School, Middlesex University London, The Burroughs, Hendon, London NW4 4BT, United Kingdom Brunel Business school, Brunel University, Uxbridge, Middlesex, UB8 3PH, United Kingdom a r t i c l e i n f o a b s t r a c t Logistics partnerships across dyadic and triadic relationship networks have been the basis of extensive research in the extant literature. It is well understood that competitive advantage within logistics and distribution and within supply chains are driven by value-adding aspects of not only the core competencies of each tier in the network, but also via tangential supporting factors. It is also well understood that there is a strong relationship between logistics and distribution and marketing functions, particularly in product-based organisations. In addition to deepening our understanding of how successful partnerships throughout the source– make–deliver continuum can be optimised, this research also seeks to identify how a supporting element...
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...Basic Marketing Strategy 10 5.1 Research 10 5.2 Target Market Identification 10 5.3 Positioning Strategy 11 5.4 Marketing Mix 11 5.4.1 Products 11 5.4.2 Price 12 5.4.3 Place / Dsitribution 12 5.4.4 Promotion 12 6. Co-branding 13 7. Competitive Advantage 13 8. Action Plan 15 9. Controls 17 1. Executive Summary Victoria’s Secret is one of, if not the most popular women’s lingerie and clothing store in the United States. They are known for their higher priced, sexy, and sometimes promiscuous clothing. Victoria’s Secret has come up with many different innovations after first opening their door, such as a make-up line, body care line, and PINK teenage line. Victoria's Secret is a globally recognized brand with its stunning models known as Runway Angels, and signature pink colour of choice for everything from logo to store décor. Founded in 1977 in San Francisco, Victoria's Secret has become a leader in the intimate apparel industry where a dazzling assortment of lingerie, beauty products, and loungewear can be purchased. The fashion shows, models, stores, and products are the favourites of men and women alike. Nonetheless, Victoria’s Secret stores could only be found throughout the U.S. until very recently with new introductions in Canada, Kuwait and the United Arab Emirates. Despite the on-going global economic recession, Victoria’s Secret is continuing with its growth strategy. The next logical step is for Victoria’s Secret to expand in...
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...Chartered Institute of Personnel and Development Human capital reporting An internal perspective a guide 1 – a CIPD guide for personnel professionals to help them identify, collate, analyse and communicate data on human capital Written by Jim Matthewman and Floriane Matignon of Mercer Human Resource Consulting Acknowledgements The document draws on the perspectives, experience and measurement methods set out in the recent book by Haig R. Nalbantian, Richard A. Guzzo, Dave Kieffer and Jay Doherty, Play to Your Strengths: Managing your internal labour markets for lasting competitive advantage (New York: McGraw Hill, 2004). We are grateful to members of the CIPD Human Capital Working Party who provided input and advice: Greg Aitken, Head of Employee Research and Measurement, Royal Bank of Scotland Group Ron Collard, Partner, PricewaterhouseCoopers Andrew Mayo, Director, Mayo Learning International Tim Miller, Group Head of Human Resources, Standard Chartered Bank Tony Palmer, Head of the Marple Partnership Vicky Wright, Partner, Human Capital, Ernst & Young Human capital reporting Human capital reporting: an internal perspective 3 Human capital reprting Contents Preface 4 Introduction 6 Step 1 – Setting human capital management in context 10 Step 2 – Getting started: gathering and collating the data 21 Step 3 – Measuring human capital: tools and methodologies 27 Step 4 – Reporting the data:...
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