...Strategic Marketing Management and customer portfolio analysis Contents Introduction 2 Importance of customer portfolio analysis 2 Value based model 3 Blue ocean strategy 6 Integrated Marketing Communications 7 Tools of IMC 8 Benefits 8 AIDA Model 9 Different strategies 11 Conclusion 13 References 14 Introduction This report is a case study of a consulting Firm Evernet based in Singapore. Evernet provides high quality consulting services in the market. Evernet basically provides Managed IT services, IT consulting, Cloud Services and data protection services.Marketing is an administration process whereby the assets of the entire association are used to fulfill the needs of chose client assembles with a specific end goal to accomplish the targets of both sides. Showcasing, then is the above all else a demeanor of brain instead of a progression of capacity. Customer being the vital part of a business, organizations gives them a lot of importance. Business organizations studies the customer’s habits, preferences, taste, choice etc, to deliver them full satisfaction (Grönroos, 1989). Importance of customer portfolio analysis Evernet respects the value of customer portfolio analysis and manages the customer portfolio of the organization in an effective way. Evernet believes that the real growth of the organization depends on its customers. The customer value idea will be impacted by the organizational execution and decides the structure of competitive...
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...The Service Industries Journal Vol. 29, No. 12, December 2009, 1779–1796 Service failures and recovery strategies of chain restaurants in Taiwan Chen-Tsang (Simon) Tsaia and Ching-Shu Subà a Division of Hospitality Management and Education, Department of Human Development and Family Studies, National Taiwan Normal University, Taipei, Taiwan, Republic of China; b Department of Food & Beverage Management, Jinwen University of Science and Technology, Taipei, Taiwan, Republic of China (Received 27 July 2007; final version received 26 September 2007) This study utilised the critical incident technique to study service failure and recovery strategies in chain restaurants. A total of 431 incidents were collected and classified. The analytical results identified the most common categories as being service failure and recovery strategy. It also demonstrates that consumers were unable to recognise high-quality service and high-consistency products in chain restaurants. Additionally, appropriate recovery strategies were proposed to assist restaurateurs in reducing service failure. A number of conclusions and recommendations regarding practice and future research are made. Keywords: service failure; service recovery; recovery strategy; chain restaurant; critical incident technique Introduction Modern customers are very demanding and have easy access to diverse information channels. Customer demands for value create a strong focus on a combination of quality, fair...
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...AMERICAN INVOLVEMENT RELATED TO COMMON PROBLEMS OF CHINA, JAPAN AND NORTH KOREA This paper identifies some common issues that East Asian countries are struggling to deal with and how they are unique in some aspects and similar in others to problems that Western nations face. This paper focuses on the countries of China, Japan and North Korea and look primarily at the issues that arise from these nations’ struggle to shape their national identity on the world stage as well as how these nations are dealing with the ever increasing force of globalization. This paper also looks at the role that the United States plays in shaping or dealing with these issues, as well as how an American citizen might play a role in perpetuating or resolving these dilemmas. Through this work it should be made more clear what problems East Asian nations share and reveal that they must deal with them in a way that is both uniquely domestic but also influenced by factors that arise from the United States and other International actors. Common Problems in China, Japan and North Korea and American Involvement There are two major dilemmas that are addressed in this paper that are shared by these three nations. The first can be identified as an issue of International Sovereignty where these countries all have a vested interest in exerting their will in the international arena but all have limited ways of making this happen. Associated with the issue of establishing their sovereignty ...
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...beverage in hospitality event 10 3.1 Deciding event for dinner 10 3.2 Event action plan 10 3.3 Sending Invitations 11 3.4 Food & drink menu 11 3.5 Service plan 11 3.6 Table plan 11 3.7 Calculation of event costs 12 3.8 Overall plan 13 3.9 Safety and security 13 3.10 Shopping list 13 3.11 Evaluation 13 3.12 Implementation & delivery 13 Conclusion 13 References: 14 Introduction Food and Beverage is an important part in the hospitality industry. It is through this department where a large amount of business is being transacted on a high note (Park et al. 2014). There should an arranged system to serve the food. There are many different sectors of the food industry that is needed to maintain the total sector (Davis et al. 2013). These include education, financial service, and regulation, to manufacture, and to research and to develop. The beverage industry includes various kinds of drinks along with the cocktails and mocktails. Here the researcher has taken one pub and restaurant i.e. the Lamb and Berner Tavern. Here it will be shown that how service system is arranged in each establishment and in...
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...CUSTOMER JOURNAL OF BEHAVIOUR The influences of social e-shopping in enhancing young women’s online shopping behaviour Charles Dennis, Brunel University, UK* Alesia Morgan, UltraSoft Technologies Ltd., UK Len Tiu Wright, Business School, De Montfort University, UK Chanaka Jayawardhena, Loughborough University Business School, UK Abstract The background to this paper is that shoppers, particularly women, are motivated by a variety of different reasons, including socialising and enjoyment. Despite the growth of Internet retailing (e-retailing), these social needs are largely unmet in e-shopping. In the high street, women do most of the shopping but online shopping (e-shopping) tends to be dominated by male shoppers. At the same time, social networking is growing fast and is especially popular amongst young females. The purpose of this paper is to draw on prior research about why people shop in order to explore the concept of social e-shopping, based on combining e-shopping with social networking. We propose that shoppers, particularly young females, will prefer social e-shopping to traditional e-shopping. We carried out a qualitative study for our propositions with a comparison experiment, semistructured questionnaire and focus group, to compare a traditional e-shopping website with a social e-shopping one. The findings reveal that young women prefer social e-shopping sites. Both utilitarian and hedonic young adult female shoppers found social e-shopping enjoyable and...
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... ET AL . Conclusion: Knowledge and Skills for Professional Practice Tim W. Clark Yale School of Forestry & Environmental Studies, Institution for Social and Policy Studies at Yale, Northern Rockies Conservation Cooperative Murray B. Rutherford Yale School of Forestry & Environmental Studies, Northern Rockies Conservation Cooperative Kim Ziegelmayer Yale School of Forestry & Environmental Studies Michael J. Stevenson Yale School of Forestry & Environmental Studies Most professionals beginning their careers in species and ecosystem conservation conceive of their future work in terms of hands-on tasks in the field (“doing something important in the real world”). Whether on the domestic or the international scene, typically the forester sees themselves laying out timber sales, the fisheries biologist looks forward to surveying streams, and the range specialist expects to be classifying grasslands. Current curricula in most universities largely mirror this common view. We train future foresters to address logging problems in the Pacific Northwest or in the tropics, or conservation biologists to design a reserve or study an endangered species. But in actual practice, most professionals spend only part—and sometimes a small part—of their time attending to technical tasks in the field. Professionals, over a career or a lifetime, participate in many activities well beyond fieldwork, and there is much more to building a successful professional practice today than skills...
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...BEAUTY IN THE AGE OF MARKETING Bingqing Yin and Susie Pryor Contact person: Susie Pryor Bingqing Yin Assistant Professor Master’s student School of Business School of Business Washburn University Washburn University 1700 S. W. College 1700 S. W. College Topeka, KS 66621 Topeka, KS 66621 Phone: 785-670-1601 Phone: 785-670-1601 Email: susie.pryor@washburn.edu Email: bingqing.yin@washburn.edu Beauty in the Age of Marketing Beauty, it is said, is in the eye of the beholder. It is, accordingly, subjective and presumably both socially and culturally influenced. From a marketer’s perspective, this is a less than useful perspective, for beauty sells. A body of research suggests, for example, that physically attractive models used in advertising produce consumer expectations of accountability, dynamism and trustworthiness; therefore, marketers tend to use these models to enhance and strengthen the appeal of their advertisements and products (Atkin and Block 1983; Kamins and Gupta 1994). Physically attractive people are known to be perceived by consumers as friendly, warm, dominant, sociable, outgoing, responsive, and possessing both self-esteem and intelligence (Adams, 1977; Adams & Read, 1983; Berscheid & Walster, 1974; Bloch & Richins, 1992; Cann, Siegfried, & Pearce, 1981; Dion & Dion ,1987; Goldman & Lewis, 1977). Individuals favor and are favorably disposed towards physically attractive people...
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...JAN DISCUSSION PAPER JOURNAL OF ADVANCED NURSING The use of theory in qualitative approaches to research: application in end-of-life studies Hung-Lan Wu & Deborah L. Volker Accepted for publication 24 July 2009 Correspondence to D.L. Volker: e-mail: dvolker@mail.nur.utexas.edu Hung-Lan Wu PhD RN Nursing Instructor Meiho Institute of Technology, Pingtung, Taiwan Deborah L. Volker PhD RN AOCN Associate Professor The University of Texas at Austin School of Nursing, Austin, Texas, USA W U H . L . & V O L K E R D . L . ( 2 0 0 9 ) The use of theory in qualitative approaches to research: application in end-of-life studies. Journal of Advanced Nursing 65(12), 2719–2732. doi: 10.1111/j.1365-2648.2009.05157.x Abstract Title. The use of theory in qualitative approaches to research: application in end-of-life studies. Aim. This paper is a report of an analysis of the use of theory in qualitative approaches to research as exemplified in qualitative end-of-life studies. Background. Nurses researchers turn to theory to conceptualize research problems and guide investigations. However, researchers using qualitative approaches do not consistently articulate how theory has been applied, and no clear consensus exists regarding the appropriate application of theory in qualitative studies. A review of qualitative, end-of-life studies is used to illustrate application of theory to study design and findings. Data sources. A review of theoretical literature was carried out, focusing on definitions...
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...Antecedents of Commitment to an Import Supplier Submitted by Md. Abu Saleh B. Com (Honours), M. Com, M-Phil Dhaka A thesis submitted in fulfillment of the requirements for the degree of Doctor of Philosophy School of Advertising, Marketing and Public Relations Faculty of Business QUEENSLAND UNIVERSITY OF TECHNOLOGY Brisbane, Queensland 4000, Australia 2006 Title: Antecedents of Commitment to an Import Supplier Saleh @ 2006 Key Words: 1. Antecedents of commitment 2. Importer’ s commitment 3. Importer supplier relationship 4. Mediating role of trust 5. Cultural similarity 6. Communication 7. Knowledge and experience 8. Supplier’ s opportunism 9. Environmental volatility 10. Transaction-specific investment 11. Supplier’s competencies ii Abstract The concept of commitment has emerged recently in international business literature especially in explaining importer behaviour as a counterpart of the process of internationalisation. Importer commitment often plays a dominant role as one of the major factors influencing relationships in the exporter-importer dyad and facilitates the process of internationalisation by imparting access to the international market. This critical importer and supplier relationship and its animating factors are, however, overlooked and largely neglected in the literature. Accordingly, it is inconclusive as to which factors influence importer commitment and how they influence it. Drawing on the literature, this study strived to investigate...
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...African Journal of Business Management Vol. 5(8), pp. 3410-3423, 18 April, 2011 Available online at http://www.academicjournals.org/AJBM ISSN 1993-8233 ©2011 Academic Journals Full Length Research Paper Branding satisfaction in the airline industry: A comparative study of Malaysia Airlines and Air Asia Kee Mun, Wong* and Ghazali, Musa Faculty of Business and Accountancy, University of Malaya, 50603 Kuala Lumpur, Malaysia. Accepted 23 March, 2011 Brand is crucial in differentiating the superiority of products or services over others. This is an exploratory study examining the differences in brand satisfaction between Malaysian Airlines (full service airlines) and Air Asia (low cost airlines) in Malaysia. 350 usable questionnaires were obtained from respondents in the two main airlines terminals in Kuala Lumpur. Exploratory factor analysis revealed seven brand satisfaction dimensions which are tangibles, price, core service, reputation, publicity, word-of-mouth, and employee. Generally, respondents were not satisfied with all brand dimensions of both airlines. The level of brand dissatisfaction is also higher for Malaysian Airlines compared with Air Asia. Air Asia was perceived better than Malaysian Airlines in price, publicity, and word-of-mouth. On the other hand, Malaysian Airlines was perceived better in tangibles, core service, reputation, and employee. The paper highlights some of its theoretical, managerial and marketing implications to the development of airline...
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...1 Occupational Health and Safety Issues of Police Officers in Canada, the United States and Europe: A Review Essay © Jennifer R. L. Parsons June, 2004 2 Introduction Police officers play a pivotal role in North American and European societies. They are involved in many aspects of North American and European life. Officers’ involvement ranges from general, daily, proactive patrol activities to specific criminal activities such as narcotic investigations. Because there is such a wide range of activities involved in police work, there are many health and safety issues surrounding policing as an occupation. Police officers may be exposed to different health and safety risks in their occupation. For example, police officers are at risk of assault and homicide; the dynamics of policing as an occupation creates opportunities for them to experience many psychosocial hazards such as stress, suicide, sexual harassment, and discrimination. It is important that research be completed on the health and safety issues of police officers in order to identify hazards and identify ways to reduce risk. The failure to identify and solve health and safety concerns of officers has potentially serious consequences for the health and well being of officers and their families. These consequences can include depression, divorce, suicide, and disease. Not addressing the health and safety issues associated with policing may also impact the general public. For example, if an officer is...
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...Illustrating How Mechanical Assemblies Work Niloy J. Mitra1,2 1 Yong-Liang Yang1 3 Dong-Ming Yan1,3 4 Wilmot Li4 5 Maneesh Agrawala5 Univ. of California, Berkeley KAUST 2 IIT Delhi Univ. of Hong Kong Adobe Systems (1) (2) (3) (4) (5) (6) motion analysis driver annotated illustration causal chain Figure 1: Given a geometric model of a mechanical assembly, we analyze it to infer how the individual parts move and interact with each other. The relations and motion parameters are encoded as a time-varying interaction graph. Once the driver is indicated by the user, we compute the motion of the assembly and use it to generate an annotated illustration to depict how the assembly works. We also produce a corresponding causal chain sequence to help the viewer better mentally animate the motion. Abstract How things work visualizations use a variety of visual techniques to depict the operation of complex mechanical assemblies. We present an automated approach for generating such visualizations. Starting with a 3D CAD model of an assembly, we first infer the motions of individual parts and the interactions between parts based on their geometry and a few user specified constraints. We then use this information to generate visualizations that incorporate motion arrows, frame sequences and animation to convey the causal chain of motions and mechanical interactions between parts. We present results for a wide variety of assemblies. Keywords: mechanical assembly, motion depiction...
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...This article appeared in a journal published by Elsevier. The attached copy is furnished to the author for internal non-commercial research and education use, including for instruction at the authors institution and sharing with colleagues. Other uses, including reproduction and distribution, or selling or licensing copies, or posting to personal, institutional or third party websites are prohibited. In most cases authors are permitted to post their version of the article (e.g. in Word or Tex form) to their personal website or institutional repository. Authors requiring further information regarding Elsevier’s archiving and manuscript policies are encouraged to visit: http://www.elsevier.com/copyright Author's personal copy Pattern Recognition 45 (2012) 3414–3426 Contents lists available at SciVerse ScienceDirect Pattern Recognition journal homepage: www.elsevier.com/locate/pr Silhouette-based gait recognition using Procrustes shape analysis and elliptic Fourier descriptors Sruti Das Choudhury, Tardi Tjahjadi n School of Engineering, University of Warwick, Gibbet Hill Road, Coventry CV4 7AL, United Kingdom a r t i c l e i n f o Article history: Received 6 September 2011 Received in revised form 15 December 2011 Accepted 21 February 2012 Available online 5 March 2012 Keywords: Gait recognition Human identification Procrustes shape analysis Elliptic Fourier descriptor Silhouette Nearest neighbour classifier Classifier combination Hu moments a b s t r a c t ...
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...Journal of Research on Technology in Education, 2007, 40(1), xx–xxx In-Depth Analysis of the Felder-Silverman Learning Style Dimensions Vienna University of Technology, Austria Sabine Graf Silvia Rita Viola and Tommaso Leo Universita’ Politecnica delle Marche, Italy Athabasca University, Canada Kinshuk Abstract Learning styles are increasingly being incorporated into technology-enhanced learning. Appropriately, a great deal of recent research work is occurring in this area. As more information and details about learning styles becomes available, learning styles can be better accommodated and integrated into all aspects of educational technology. The aim of this paper is to analyse data about learning styles with respect to the Felder-Silverman learning style model (FSLSM) in order to provide a more detailed description of learning style dimensions. The analyses show the most representative characteristics of each learning style dimension as well as how representative these characteristics are. As a result, we provide additional information about the learning style dimensions of FSLSM. This information is especially important when learning styles are incorporated in technology-enhanced learning. (Keywords: learning styles, Felder-Silverman model, data mining, student modelling.) IntroDuctIon In recent years, educational researchers have focused more and more on various aspects of learning styles and how they can be considered in educational technology. Investigations...
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...Case studies Acknowledgements We are grateful to the following for permission to reproduce copyright material: ‘Getting to know you’ (Acreman, S. and Pegram, B.), originally published in Research Magazine, November 1999, pp. 36–41. In some instances we have been unable to trace the owners of copyright material, and we would appreciate any information that would enable us to do so. Case 1 Nike sprints ahead of the competition? Nike was founded by Bill Bowerman, the legendary University of Oregon track and field coach, and Phil Knight, a University of Oregon business student and middle-distance runner under Bowerman. The partnership began in 1962 as Blue Ribbon Sports (BRS); their first-year sales totalled $8,000. In 1972 BRS changed its name to Nike, named after the Greek winged goddess of victory. Nike employs 22,000 people worldwide, from Nike World Headquarters in Oregon. With 1,500 employees working at the Laakdal Customer Service Centre, Belgium has the most employees of any EMEA (Europe, Middle East and Africa) country. The Netherlands is a close second, with 1,200 employees working at the European HQ in Hilversum. Nike is the number one athletic footwear company in the US and the number two American brand in terms of name recognition among overseas consumers, a status shared with IBM and second only to Coca-Cola. This high degree of recognition is probably one of the main reasons Nike has been so immensely successful. For the 2001 fiscal year sales...
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