... 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, and improve over time. The primary goal of this research is to propose and test a number of modifications and improvements to the national index models. Using survey data from the Norwegian Customer Satisfaction Barometer (NCSB), we find general support for the proposed modifications. 1. Introduction Customer satisfaction has taken on national and international significance...
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...Table of Content Summary 1 Introduction 1 Situational analysis 3 PESTEL Analysis 3 SWOT Analysis 7 Competitive Edge Analysis 7 Recommendation 9 STP Analysis: 9 Marketing Objective and Goals (SMART) 16 Marketing Mix (7Ps) 16 Conclusion 20 Reference 21 Summary This report is focusing on the washing machine sector of Whirlpool Corporation in the UK market, firstly give a situation analysis of the broad market, which including using PESTEL SWOT and Competitive Edge, analysing both internal and external environment of the business combined to demand of customers; secondly offer several recommendation to the business using STP, SMART and 7Ps models; finally a brief conclusion is given. Introduction Washing Machine is one of the most common household appliances in the UK, with many global brands sharing, such as Hotpoint, Bosch, Beko and LG etc. Whirlpool is one of them with a range of washer and dryer products. Even though these global brands compete in other home appliance sectors as well, washing machine marketing competition seems less fierce than other short life appliances. The market share of Whirlpool's washing machine can be calculated either by value of sales of customer possession. Graph 1(Westgarth, 2014) showed the market shares of several brands in the UK market by value. It is clear that Whirlpool only counted 3%, which is the lowest, only one tenth of the market leader Hotpoint. Graph 2(Westgarth, 2014) illustrate another picture of...
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...Factors affecting on stock price 1. Introduction The stock market has become an essential market playing a vital role in economic prosperity that fostering capital formation and sustaining economic growth. Stock markets are more than a place to trade securities; they operate as a facilitator between savers and users of capital by means of pooling of funds, sharing risk, and transferring wealth. Stock markets are essential for economic growth as they insure the flow of resources to the most productive investment opportunities. In essence, a large number of economic variables like gross domestic product, interest rates, current account, monthly supply, employment, their information etc. have an impact on daily stock prices (Kurihara, 2006). This paper reflects how stock price is determined by considering the effect of different factors and outlines whether the internal, external and economic factors have impact on stock pricing. This study is about to know whether Dividends, paid up capital, market capital, corporate social responsibility, lawsuits, Retained Earnings, AGM, EGM, Earning Per Share, Rumors, Margin Loan, Net Income, Face Value, Return on Investment, Goodwill of the firm, Company News, Analysts Report, Sentiment, Rumors, etc. depends on stock price or merely some special factors like stock dividend, P/E ratio, government policy, macroeconomics fundamental, investors sentiment...
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...04/12/02 57:020 Mechanics of Fluids and Transfer Processes Laboratory Experiment #3 Measurement of Pressure Distribution and Lift for an Airfoil Purpose The objectives of the experiment are to examine the surface pressure distribution and to compute the lift force acting on the airfoil. Test Design A body immersed in a flowing fluid is exposed to both pressure and viscous forces. The sum of the forces that acts normal to the free-stream direction is the lift, and the sum that acts parallel to the free-stream direction is the drag. The geometric and dynamic characteristics of airfoils are shown in Figure 1. This experiment is concerned with computation of the lift on a stationary airfoil mounted in the test section of a wind tunnel. We will consider only two-dimensional airfoils where tip and root effects are neglected. Because the velocity of the flow over the top of the airfoil is greater than the free-stream velocity, the pressure over the top is negative. This follows directly from the application of Bernoulli’s equation. Similarly the velocity along the underside of the airfoil is less than the free-stream velocity and the pressure there is positive. Hence, both the negative pressure over the top and the positive pressure along the bottom contribute to the lift. There are a variety of ways to measure lift. In this experiment, the lift force, L, on the airfoil will be determined by integration of the measured pressure distribution over the airfoil’s...
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...Pescatrice Professor of Economics Iona College Dr. Andrew Braunstein Professor of Business Economics Hagan School of Business Iona College Corresponding Author: Dr. Donn Pescatrice Iona College Department of Economics 715 North Avenue New Rochelle, NY 10801 (914)-637-2729 (dpescatrice@iona.edu) March, 2008 Wal-Mart and the U.S. Economy ABSTRACT The Wal-Mart company, the world’s largest retailer and second-largest corporation, is a dominant U.S. business. This study investigates whether there are significant long-run relationships between the business of Wal-Mart and the overall U.S. economy as measured by an array of traditional macro-level variables. Cointegration analysis reveals that Wal-Mart sales generally move counter to overall economic conditions, dampened in more prosperous economic periods and buoyed in more sluggish economic environments. Consequently, trends in Wal-Mart sales may serve as a rather non-traditional contrarian economic bellwether. Keywords Wal-Mart . macroeconomy . cointegration . bellwether JEL Classifications E32 . L81 . M21 WAL-MART AND THE U.S. ECONOMY Introduction The Wal-Mart corporation has come under media scrutiny for a myriad of reasons in recent years. It continues to be the focus of countless news stories, case studies, and organizational analyses—some lauding its business acumen, others decrying its negative...
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...students of Bachelor of Sciences (Hons) (Statistics), Faculty of Computer and Mathematical Sciences, Universiti Teknologi MARA (UiTM) are required to undergo the industrial training. The students will be placed in the government or private organizations of their choice for a period of three months, during which they are also required to design a research project. The following one month will be allocated for data analysis, report writing and oral presentation. This training is very beneficial and important to expose students to the various aspects of industrial practices and ethics. The students are also able to apply the theories and knowledge that they have learned to the projects assigned to them. 1.2 OBJECTIVES OF INDUSTRIAL TRAINING The objectives of the industrial training are: ❖ To expose students to the real working environment ❖ To train students being familiar with the organization structure, operations, and administration. ❖ To acquire real experience in solving research problems and apply appropriate statistical data analysis. ❖ To enable students to integrate the theory learned at UiTM with practice. ❖ To cultivate cooperative networking between industries and UiTM 1.3 INDUSTRIAL TRAINING ATTACHMENT I had undergone my industrial training at Socio Economic and Environmental Research Institute (SERI) at Penang from 3rd January 2011 until 31st March 2011. I was directly supervised by Dr Chan Huang Chian and Ms Ong Wooi...
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...Without question, "sustainability" is the latest buzzword in many sectors, public and private, for-profit and nonprofit. Is it just the latest fad? This paper, the first phase of a larger research project, agues that sustainability is "creating permanent shift in the very nature of business." Sustainability integrates three spheres--profits, the planet, and people--often viewed as competing or contradictory. How can management integrate them to boost the "triple bottom line?" This study identifies the leadership challenges through a literature analysis and emphasizes that measurement tools often miss the point: the pursuit of an organization's particular brand of success is a journey, not a destination. [ILLUSTRATION OMITTED] Introduction "Sustainability" has come to have many different meanings. It's the latest buzzword among business, government, and nonprofit entities. Business leaders must be wondering if it's just the latest management fad of a concept that will fundamentally change how businesses are managed and measured. This paper is based on the notion that sustainability is more than a fad, but rather is creating a permanent shift in the very nature of business. Since the advent of the paradigm of sustainable development in the 1980s, the private sector has been shifting from a narrow economic conception of responsibility toward a comprehensive approach that attempts to balance economic objectives with environmental pressures and changing societal expectations...
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...An International Multi-Disciplinary Journal, Ethiopia Vol. 3 (4), July, 2009 ISSN 1994-9057 (Print) ISSN 2070-0083 (Online) Study Habit, Self-Concept and Science Achievement of Public and Private Junior Secondary School Students in Ogun State, Nigeria (Pp. 492-506) Olatoye, R. A. - Institute of Education, Olabisi Onabanjo University, Ago-Iwoye, Ogun State, Nigeria E-mail: kingdemola@yahoo.com Abstract This study compared study habit, self-concept and science achievement of students in public and private junior secondary schools in Ogun State, Nigeria. Twelve secondary schools were randomly selected from Egba and Ijebu divisions of the state. A sample of three hundred and sixty (360) students participated in the study. Three research instruments were used to collect data. There was no significant difference in study habit and selfconcept of students in public and private schools. However, private school students performed significantly better than their public school counterparts in integrated science (t = 3.400, p<0.05). In both public and private schools student study habit and self-concept combined together and singularly predicted science achievement. Counsellors should encourage students to study and also train them on how to improve their self-concept in order to improve science achievement. Key Words: Study habit, self-concept, science achievement, public and private schools, junior secondary schools. Introduction Scientific discoveries affecting individuals and the society...
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...Contribution of the Automotive Industry to the Economies of All Fifty States and the United States 3005 Boardwalk Drive Ann Arbor, MI 48108 www.cargroup.org January 2015 All statements, findings, and conclusions in this report are those of the authors and do not necessarily reflect those of the Alliance of Automobile Manufacturers. Contribution of the Automotive Industry to the Economies of All Fifty States and the United States Center for Automotive Research Report Prepared by: Kim Hill, Director, Sustainability & Economic Development Strategies Group Director, Automotive Communities Partnership Associate Director, Research Debra Maranger Menk Joshua Cregger Michael Schultz Report Prepared for: Alliance of Automobile Manufacturers 1401 Eye Street, N.W., Suite 900 Washington, DC 20005 January 2015 ©Center for Automotive Research 2015 i ACKNOWLEDGEMENTS The Center for Automotive Research (CAR) would like to thank the Alliance of Automobile Manufacturers for support of this work. This study is the result of a group effort. The authors would like to thank our colleagues at CAR for their assistance with this study, in particular, Bernard Swiecki for his assistance with organizing and conducting interviews and Yen Chen for his input and guidance on economic ...
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...Back to Hotel Strategic Management 101: An examination of hotels’ implementation of Porter’s generic strategy in China Yin-Hsi Lo, Assistant Professor of Hospitality Management, Southern Taiwan University, Taiwan ABSTRACT The market-position view (MPV) of the firm in Porter’s generic strategy hypothesizes that the exploitation of differentiation and cost-leadership can create competitive advantage for a firm, which then has a better chance of outperforming other firms in a homogeneous industry. However, this notion has not been tested in the Chinese hotel industry. In response to this gap, this study empirically examines the relationships between the generic strategies of differentiation and cost leadership and hotels’ organizational performance. The results suggest that differentiation is the only significant generic strategy that influences customer satisfaction in the Chinese hotel industry. These findings have important academic and practitioner implications, which are then discussed. Keywords: Competitive Strategy, Customer Satisfaction, Hotel Performance, Market Positioning INTRODUCTION There has been a great deal of discussion in the literature about the impressive hotel development in China in the past 20 years (Derbaix & Pham, 1998; Devonport, Biscomb, & Lane, 2008; Echtner & Ritchie, 1993; Fakeye & Crompton, 1991; C Fornell, 1992; Foxall & Goldsmith, 1994; Pine, 2002; Yu & Gu, 2005). Specifically, many interesting issues have become the favorite topics...
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... 915584 contents: 1. introduction 2. objectives 3. research methodology 4. company profile 5. literature review 6. data presentation and analysis 7. FINDINGS 8. conclusion 9. limitations 10. RECOMMENDATION 11. BIBLIOGRAPHY 12. ANNEXURE INTRODUCTION INTRODUCTION: L’Oreal is the global leader in cosmetics, with 25 brands. They have 5 key areas of expertise − hair care, hair colorants, skincare, make-up and fragrances. There is a huge motive behind the study of L’Oreal. The study will help us to understand the operations which are carried out by L’Oreal. The operations such as marketing strategies, business plans, company at a glance, business structure, management and operating structures , competitors position as per this company, business development, discussion of business strategies, SWOT analysis to understand the different pros and cons of the company, so as to report properly to operate effectively and deal smartly. This study offers a comprehensive analysis of the organization, its business segments, and competitors. It analyzes the business and marketing strategies...
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...Authority, Ankara, Turkey Abstract Purpose – In the GSM mobile telephony sector, the main condition for protecting the subscriber base is to win customer loyalty, a key necessity for the maintenance of a brand’s life in the long term. To achieve this aim, customer satisfaction and trust must be measured and “switching costs” identified. The latter render subscribers’ preference for rival operators more expensive. In this connection, this paper’s aim is to measure the effects of customer satisfaction and trust on customer loyalty, and the direct and indirect effect of “switching cost” on customer loyalty. Design/methodology/approach – The data set covered 1,662 mobile phone users in Turkey. The data were analyzed by moderated regression analysis to test the hypotheses. Findings – The findings of this study show that the switching cost factor directly affects loyalty, and has a moderator effect on both customer satisfaction and trust. Therefore, it plays a crucial role in winning customer loyalty. In short, it is a quasi moderator. However, switching costs was measured as a unidimensional factor, but switching costs in fact contains psychological, financial and procedural sub-dimensions. Therefore, future research might measure the sub-dimensions of switching costs and examine their moderating effects. Originality/value – With respect to the findings, trust has more importance than customer satisfaction in engendering loyalty, since trust contains belief in the brand, which...
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...DISSERTATION TITLE: EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT “I declare that the above work is my own and that the material contained herein has not been substantially used in any other submission for an academic award”. WORD COUNT: 7621 words. TITLE: EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT AT AVON TRINIDAD AND TOBAGO ACKNOWLEDGEMENT I completed my thesis study during my time spent at the School of Accounting and Management in the Anglia Polytechnic University (APU) program. My ability to accomplish my dissertation studies is due to the excellent arrangements that APU was capable of providing for me as a student of that arrangement. During various phases of the research, I received encouragement and valuable comments from several people. Firstly, I would like to thank god for his blessing and guidance throughout this program. Also I am grateful for my parents who gave me support both financially and emotionally, giving me constant encouragement. I would like to express my personal gratitude to my lecturer whose persistent encouragement and support with positive and constructive feedback and guidance throughout my thesis. Without their expertise and knowledge, the output of this research would not have reached the standard that it is. I would like to thank the examiners for their efforts and valuable insights and proposal to the...
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...samuel@upmf-grenoble.fr The purpose of this article is to provide an overview of collaborative demand planning. This article focuses on this practice particularly when information is shared in the downstream supply chain between a manufacturer and a retailer. We show how a manufacturing supply chain needs to be aligned with the retail supply chain in order to create value for the trading partners and for the end consumer. Through the analysis of three case studies we attempt to identify which practices allow efficient collaborative demand planning. Regarding the findings, different types of demand signals are identified through the planning process and allow us to highlight some breaking points that prevent the alignment and optimization of the retail chain. Research implications are the identification of four steps in the demand planning process that will help managers to better understand which actions should be taken to improve their collaboration practices. The originality of this article lies in the fact that it goes beyond historical demand figure analysis and focuses instead on information sharing about demand signals within supply chains as one of the keys to responding to retail demand with greater agility. Introduction One of the main challenges that firms have to face within the current environment is to increase customer satisfaction, service, and competitiveness at a worldwide level. The retail supply chain plays an important role in achieving this goal because it includes...
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...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 industry. Key words: Airlines, branding, satisfaction, Malaysia Airlines, Air Asia. INTRODUCTION The...
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