...needed have remained unanswered. This paper aims to review existing literature on service quality management in the F&B departments of hotels, its process, and the effective service quality management framework. This paper discusses famous models, and explains Parasuraman’s dimensional framework of service quality management in the area of F&B and its application to the hotel industry. The conceptual paper suggests application of the dimensional model in the F&B department and encourages hotels to improve its management to better satisfy their guests. Keywords: service quality, hotel industry, parasuraman dimensional model, food and beverage department 1. Introduction Hotel management scholars consider service quality a precedent to guest satisfaction. Some experiential studies show that getting a good quality of service from the food and beverage (F&B)...
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...EXPOLATION OF MOTIVATION THEORY AND ASSESSMENT TO INFLUENCE OF MPTIVATION TO BUSINESS PERFORMANCE QUESTION: • HOW MOTIVATION THEORY HAS DEVELOPED OVER TIME • HOW MOTIVATION CAN INFLUENCE BUSINESS PERFORMANCE DAWUTIHAN. GULIPIYA CEG NUMBER: 08016771 6. 12. 2012 The Analysis of Motivation Theory Content Introduction………………...................................................................p3 The development of motivation theory……………………………………p3 The business performance…………………………………………….. ….P4 The influence of motivation on business performance…………….…….P5 Conclusion………………………………………………….………………p10 Introduction This article explained the development of motivation theory and its influence to the business performance. The relationship between motivation and business performance was justified via using Maslow’s Hierarchy of Needs Theory. Motivation plays vital role in business performance. It cannot only make the operating system of business dynamic and powerful, but also make employees energetic, work hard with great passion to their work and with positive perspective. In business, the forms of motivation vary. High salary, stable job, welfare, health care insurance, profit sharing are money- related, external motivation. Strong interest of employees to their work is the internal motivation. If...
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...Future Trends In Human Introduction: Human Resource management is one of the key functionality in an organization. It deals with strategic and compendious approach to managing people, the workplace and the environment. This involves issues related to people such as hiring performance management, salary & compensation, organization development, security, wellbeing, employee training and development. Companies all over the world have identified the importance of Human Resource Management in order to steer up their organization by managing the entire working capital, with them facing high attrition rate and poaching strategies of competitors. This has become an increasingly challenging task for companies to sustain their competitive advantage. With economies becoming more globalized, there are also several new challenges faced by human resource managers. Organizations no longer comprise of homogeneous groups but consist of people of different origins, cultures and ethnicities coming together for a common cause. This has completely changed the roles of a HR practitioner. The traditional role of human resource management has become obsolete and has now evolved into a process continuous change and more dynamic. This has resulted in a transformation of their roles both in its form and its functionality. There are a lot of new and emerging areas of human resource that are becoming increasingly relevant. Some of the significant trends likely to be seen in the future are related...
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...Identification of relevant social factors that affect customer behavior in purchasing car 1.1 Background of the Study The main purpose of this research is to identify the relevant social factors that affect purchase intention in purchasing car. The result of the research could be used as reference by the car dealer and manufacture which allows to understand the requirement of the market demand in Malaysia. Since there are a lot of competitors in vehicle industry provides advance manufacturing technologies and facilities which to be successful, automaker companies have to strengthen the need according to the need of the customer in order to remain in the car manufacturing industry. Carmaker and marketers should not only focuses on manufacturing vehicle and performance of the vehicle instead they also should emphasises on the social factors which influence the buyers decision in purchasing car such as reference group, family factor and social status. Other than that, the basic principle in the current market which is governing is customer orientation and customer centeredness in belief. Currently, the Competitive market is forced to produce the goods according to the customer needs (Tafler, 2007). The study on the consumer purchase behaviour which also refer as consumer behaviour, provides information of the consumer patterns and purchase intention (Nesai, 2009). Other than that, the organization able to survive along the organization could able to supply the needs...
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.....................................................8 Conclusions – our opinion..................................................................................12 References...........................................................................................................18 PROBLEM IN “Measuring and Managing a Salesperson`s Future Value of the Firm” by V.Kumar, Sarang Sunder, and Robert P. Leone (2014 Journal of Marketing Research) Businesses are moving from a product-centric to a customer-centric view and from a backward looking to a forward-looking strategic perspective, so sales organizations must adapt to the ever-changing marketplace to maximize performance. Given the dynamic and extremely competitive nature of the market-place, it is critical for companies to manage their sales forces proactively to maximize customer loyalty and firm value as well as minimize risk. Customer loyalty is heavily in the control of the salesperson. Some salespersons might take customers with them when leaving the company. This happend in 2012 to well known Norwegian services company ISS Renhold AS....
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...controlling approximately 23% of the market share. According to Islam, Khan, and Rahman (2002), the market share of Aktel is now decreasing at a great extent as the customer loyalty level is decreasing. As the socioeconomic status of the country does not provide further possibilities to enhance the growth of the industry, as a market follower, Aktel should strive to retain its existing subscribers and penetrate other operator’s subscriber. Therefore, there is an emergence of studying the related facets of the customer loyalty in the context of Bangladesh GSM telecommunication system for Aktel to retain and increase its market share. Hence, in the current study, the researchers intend to examine whether there are relationships among service quality, customer satisfaction, trust, and customer loyalty in Aktel in Bangladesh or not. Statement of the problem Customer satisfaction and trust are positively related with customer loyalty (Bruhn & Grund, 2000; Chaudhuri & Holbrook, 2002; Gronholdt, Martensen, & kristensen, 2000; Gerpott, Rams, & Schindler, 2001; Kristensen, Martensen, & Gronholdt, 2000; Lau & Lee, 1999; Sharma, 2003; Sirdeshmukh, Singh, & Sabol, 2002). In the recent study, Aydin, Ozer, and Arasil (2005) have investigated the relationship between customer satisfaction and trust with customer loyalty in the context of Global System for Mobile Telecommunication (GSM) mobile phone service...
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...MASARYKOVA UNIVERZITA Ekonomicko-správní fakulta Studijní obor: Podnikové hospodářství Kombinované studium [pic] PROPOSAL OF A MARKETING STRATEGY Návrh marketingové strategie Diploma thesis /Diplomová práce Vedoucí diplomové práce/Supervisor: Autor/Author: Ing. Klára KAŠPAROVÁ Mgr. Jana LUDÍKOVÁ Brno, červen 2008 Brno, June 2008 |Jméno a příjmení autora: |Jana Ludíková | |Author´s name: | | |Název diplomové práce: |Návrh marketingové strategie | |Title of the diploma thesis: | | |Název práce v angličtině: |Proposal of a Marketing Strategy | |English title of the diploma thesis: | | |Katedra: |podnikového hospodářství | |Departement |of corporate economy | |Vedoucí diplomové...
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...This page intentionally left blank Business Performance Measurement Drawing together contributions from leading thinkers around the world, this book reviews recent developments in the theory and practice of performance measurement and management. Significantly updated and modified from the first edition, the book includes ten new chapters that provide a comprehensive review of performance measurement from the perspectives of accounting, marketing, operations, public services and supply chain management. In addition to these functional analyses the book explores performance measurement frameworks and methodologies, practicalities and challenges, and enduring questions and issues. Edited by one of the world’s leading experts on performance measurement and management, Business Performance Measurement will be of interest to graduate students, managers and researchers who wish to understand more about the latest developments in this rapidly changing field. Andy Neely is Deputy Director of the ESRC/EPSRC AIM Research initiative, Professor of Operations Strategy and Performance at Cranfield School of Management, and Visiting Professor of Operations Management at London Business School. Business Performance Measurement Unifying theories and integrating practice Second edition Edited by Andy Neely CAMBRIDGE UNIVERSITY PRESS Cambridge, New York, Melbourne, Madrid, Cape Town, Singapore, São Paulo Cambridge University Press The Edinburgh Building, Cambridge...
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...1 ACCENTURE: REBRANDING AND REPOSITIONING A GLOBAL POWER BRAND1 INTRODUCTION Andersen Consulting was established in 1989 when the consulting practice of the accounting firm Arthur Andersen separated to form an independent business unit. Andersen Consulting faced the extremely difficult task of positioning itself in the Information Technology market space while simultaneously forging a separate identity from its accounting heritage. The business challenge was to retain the positive aspects of the brand equity developed over decades as Arthur Andersen, yet break away from the limitations associated with an accounting brand. What was notable was that before its inception, Andersen Consulting was generating almost $1 billion annually in revenue, yet wasn’t well known in the information technology marketplace. And to those who did know them, they were often thought of accountants, and not up to the task of delivering innovative technology solutions. In order to bridge this gap, Andersen Consulting used extensive market research to create a brand and naming strategy that would establish immediate credibility in the “consulting” arena, while at the same time leveraging all of the positive aspects with the Arthur Andersen brand. Market research also helped form the strategy for successfully launching the new name and positioning. In order to build a new identity, Andersen Consulting set a groundbreaking precedent by using sophisticated marketing strategies coupled with the professional...
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...Applied Statistical Methods Larry Winner Department of Statistics University of Florida February 23, 2009 2 Contents 1 Introduction 1.1 Populations and Samples . . . . . . . . . . . 1.2 Types of Variables . . . . . . . . . . . . . . . 1.2.1 Quantitative vs Qualitative Variables 1.2.2 Dependent vs Independent Variables . 1.3 Parameters and Statistics . . . . . . . . . . . 1.4 Graphical Techniques . . . . . . . . . . . . . 1.5 Basic Probability . . . . . . . . . . . . . . . . 1.5.1 Diagnostic Tests . . . . . . . . . . . . 1.6 Exercises . . . . . . . . . . . . . . . . . . . . 7 7 8 8 9 10 12 16 20 21 25 25 29 29 29 32 32 32 32 32 35 35 37 38 38 39 40 42 42 44 48 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Random Variables and Probability Distributions 2.1 The Normal Distribution . . . . . . . . . . . . . . . . . . 2.1.1 Statistical Models . . . . . . . . . . . . . . . . . 2.2 Sampling Distributions and the Central Limit Theorem 2.2.1 Distribution of Y . . . . . . . . . . . . . . . . . . 2.3 Other Commonly Used Sampling Distributions . . . . . 2.3.1 Student’s...
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