...CHAPTER 1 INTRODUCTION 1.1 INTRODUCTION Customer loyalty is both an attitudinal and behavioral tendency to favor one brand over all others, whether due to satisfaction with the product or service, its convenience or performance, or simply familiarity and comfort with the brand. Customer loyalty encourages consumers to shop more consistently, spend a greater share of wallet, and feel positive about a shopping experience, helping attract consumers to familiar brands in the face of a competitive environment. Types of Loyalty To understand customer loyalty one must recognize there are different types and degrees of loyalty. There is monogamous loyalty and there is polygamous. There are also behavioral and attitudinal aspects. A look at these concepts will clarify what “customer loyalty” really is, and this is important because having a solid understanding of the concept is critical if one hopes to design a reward program where loyalty enhancement is the primary objective. Monogamous vs. Polygamous Loyalty We live in a world of polygamous, not monogamous loyalty. For example, a person might shop at Safeway, Thrifty Foods and Save-on-Foods and unfailingly shop at all three. The person is then loyal to them, but not to others, and yet 100% loyal to none. In their book Loyalty Myths, Keiningham et al. (2005) suggest that “loyalty can in part be thought of as the probability a customer will purchase a brand on any particular purchase occasion. For example, a customer...
Words: 17803 - Pages: 72
...members of an exclusive club." (http://news.bbc.co.uk/1/hi/7920836.stm) Nir Wegrzyn, CEO of design agency BrandOpus, believes the club gives Nespresso drinkers "a sense of cultural belonging that taps directly into the sophisticated global lifestyle they seek to achieve".(http://www.theguardian.com/lifeandstyle/wordofmouth/2013/apr/10/rise-coffee-pod-machines-nespresso Judgement: Das Personal erinnert an den hoteleigenen Concierge und stärkt auch an diesem Kontaktpunkt die Markenwahrnehmung von Nespresso als First-Class-Anbieter. Auch ein entsprechender Service wird angeboten: Außer einer Beratung und einem offenen Ohr für alle Fragen rund um das Kaffeevergnügen, bekommt der Kunde seinen Kaffee nicht einfach aus dem Regal, sondern persönlich über den Verkaufstisch gereicht. Die Grand Crus werden natürlich von Fachpersonal aufgesetzt und als Club-Mitglied genießt man z.B. die Vorteile einer Maschinenwartung und einem Nespresso Boutique Pick Up Service – Einkaufen ohne Wartezeit. Beim Verlassen des Geschäfts hängt eine Tasche aus dunklem, festen Karton am Handgelenk. Auch die Kapseln sind in einer festen Schachtel zu einer Kaffeestange verpackt. Selbst hier fühlt der Kreis der Premiumkaffeetrinker, dass sie nicht nur einen Espresso, sondern ein durch und durch hochwertiges, designtes Markenprodukt und ein Stück Lifestyle gekauft haben – Nespresso. The big disadvantage for this system is that you can only buy your capsules from Nespresso. Feelings: Die...
Words: 1352 - Pages: 6
...A FEASIBLE STUDY ANALYSIS REPORT OF LECAB EXECUTIVE SUMMARY: This report aims to provide a feasible study analysis on a company called LeCab- a French start-up business innovating in car transportation established in 2012. The report aims to analyse the market that LeCab is operating in including its competitors, customers, differentiation. From the market analysis it is seen that LeCab is facing tough competition in the UK market due to the fact that it has not established its name in the UK. The biggest competitor of LeCab in the UK market is Black Cab. In term of customers, the major customer group that often use taxis is the 18-29 age group. In addition to this, key concerns of consumers when using cabs are the knowledge of London of the taxi drivers, payment methods and awareness towards the environment. With regard to differentiation, it is seen that key differentiation of LeCab that makes it stands out to customers are elegance, awareness towards the environment and the community, which they use eco-friendly engines, taxi drivers, and comfort offered to customers. In term of its business model, LeCab only targets B2B customers and build direct relationships with customers through various means of communications such as FaceBook or LinkedIn. In order to introduce the service widely to reach target customers, LeCab has also worked in collaboration with a number of organisations across sectors from car providers such as Peugeot to newspapers such as The Times, The Economist...
Words: 4892 - Pages: 20
...the agriculture industry. On vacation, we came across a small market in downtown Panama City that was full of various fruits and vegetables. Agriculture isn’t the main source of income for the economy. Panama’s booming economy depends mainly on its services sector. In 2009, the GDP was US $24.75 billion, a third of which came from service-related industries such as the Panama Canal, tourism, ports, the Colón Free Zone, etc.(Anywhere, n.d.). Tourism is very important to Panama and the effect it has on the citizens in the country. An example witnessed while visiting using the taxi service. The company “Uber” is now worldwide and allows anyone to get shuttled to any destination through an app. This angers Panamanians because there are several taxi cab drivers that look forward to picking up tourist from specific “hot spots” in the country and Uber undercuts them. Uber offers cheaper rides to the same destinations making taxi drivers pointless and causing anger among them. It is very important to understand the culture before visiting a...
Words: 1012 - Pages: 5
...the exclusive use of V. Veeraiah, 2016. 9-316-101 NOVEMBER 1, 2015 YOUNGME MOON Uber: Changing the Way the World Moves Uber is evolving the way the world moves. By seamlessly connecting riders to drivers through our apps, we make cities more accessible, opening up more possibilities for riders and more business for drivers. From our founding in 2009 to our launches in hundreds of cities today, Uber’s rapidly expanding global presence continues to bring people and their cities closer. — From the Uber website, November 2015 In late 2015, Uber was among the most high-profile new companies of its generation. Founded just six years ago, the company connected passengers to drivers at an unprecedented scale, using point-topoint software enabled by smartphone technology. Customers raved about Uber’s reliability and convenience. The breathtaking efficiency of its value proposition had fueled astonishing growth: It was now said to be booking 2 million1 rides a day, and although it did not report revenues as a private company, analysts estimated Uber’s net commission from drivers would come in between $1.5 billion and $2 billion2 in 2015. But if there was an adage about disruptive technology companies—”move fast and break things”— few companies embodied this adage better than Uber. Not only did the company endure frequent customer criticisms about its surge pricing policy, Uber was constantly battling government regulators, taxi companies, and critics who charged that...
Words: 7836 - Pages: 32
...Zipcar, is an innovative car sharing company, founded by Antje Danielson and Robin Chase. In Cambridge Massachusetts, 2000. The business model consist in an immediate, electronic, car rental reservation, using mobile phones. Users can reserve a car at any time, in over 400 college campuses and over 50 airports. Zipcars are located in different areas of USA, Canada, UK, Spain, Austria, France and Turkey. Users have to join using their credit card and wait for an approval, then reserve the desired vehicle, hybrids, SUVs, pickup trucks, luxury vehicles, minivans, and cargo vans, BMW, or Hybrid; then go to the Zipcar parking spaces, unlock the car with a card (Zipcard), and then drive. The driver has to return the vehicle to the same parking space were the car was initially located ready for the next user. Zipcar has its competitors, RelayRides and GetAround offer a similar service, traditional car rentals are another option for the customer, and Uber is also considered a competitor. The main problem that Zipcar is having, and that is mentioned in the case “Zipcar – Influencing Customer Behavior” is that sometimes drivers are not calculating the time they have to use the car and when cars are reserved for another service after, it causes a lateness problem that affects the Zipcar´s service model. As mentioned above, Zipcar, is located in different cities around the world, with more than 10,000 vehicles, it also offers an innovative mobility service that gives their affiliates...
Words: 1577 - Pages: 7
...Logistics Industry in North America: The 2015 3PL CEO Survey This paper is based upon a 2015 survey of the CEOs of 15 of the largest thirdparty logistics companies serving the North American marketplace. The survey was the 22nd iteration of this annual study, and it addressed such topics as the major dynamics driving change in that marketplace and the opportunities and problems facing 3PLs in that region. It also focused on such issues as the recent wave of largescale mergers and acquisitions in the 3PL industry, shipper and 3PL problems related to labor problems at West Coast ports, E-commerce marketplace dynamics and their impact on 3PLs, Amazon’s continued expansion into logistics services and the possibility of Uber offering 3PL-like services. The CEOs also provided one-and three-year forecasts of company and regional 3PL industry revenue growth, while identifying the major changes they believed would occur in the regional 3PL industry during the next year. The implications of the data to 3PLs and their customers are also discussed. The global third-party logistics (3PL) industry continues to evolve as an important outsourcing option for logistics managers. The industry now generates more than $752 billion in annual global operating revenues and provides a broad range of services to managers seeking to not only reduce operating costs and improve...
Words: 5343 - Pages: 22
...HOCHSCHULE HEILBRONN TOURISMUMANAGEMENT (B.A.) PROSEMINAR INTERKULTURELLE KONTAKTE DER TOURISTEN AUS JAPAN AUF DEM INTERNATIONALEN REISEMARKT VORGELEGT BEI: PROF. DR. ANNA HAYDUK VON RENATA HAKIM 183765 IM WINTERSEMESTER 2013/14 INHALTSVERZEICHNIS INHALTSVERZEICHNISii ABKÜRZUNGSVERZEICHNISiii ABBILDUNGSVERZEICHNISiv TABELLENVERZEICHNISv I. EINLEITUNG 1.1 Einführung1 1.2 Ziel der Arbeit1 II. DEFINITIONEN 2.1 Interkulturelle Kontakte1 2.2 Touristen2 2.3 Reisemarkt3 III. Japanische Touristen auf dem internationalen Reisemarkt 3.1 Beliebteste Länder Ziel3 3.2 Eigenheiten den japanischen Touristen in einigen Staaten9 IV. Besonderheiten der japanischer Kultur10 V. Fazit12 QUELLENVERZEICHNIS13 ABKÜRZUNGSVERZEICHNIS Abb. Abbildung bzw. beziehungsweise JTB Japan Travel Bureau o.Ä. oder Ähnliches S. Seite UNWTO World Tourism Organisation usw. und so weiter Zit. Zitiert ABBILDUNGSSVERZEICHNIS Abb. 3.1: Die Anzahl der Outbound Touristen pro Monat in den letzten drei Jahre7 Abb. 3.2: Die Anzahl der Outbound Touristen nach Asien in den letzten drei Jahre7 Abb. 3.3: Die Anzahl der Outbound Touristen nach Amerika, Mikronesien und Ozeanien in den letzten drei Jahre 8 Abb. 3.4: Die Anzahl der Outbound Touristen nach Europa in den letzten drei Jahre8 TABELLENSVERZEICHNIS Tabelle 3.1: Japans Outbound Touristen5 Tabelle 3.2 Destination Liste 6 I. II. EINLEITUNG ...
Words: 3515 - Pages: 15
...Bauhaus-Universität Weimar Fakultät Medien, Medienkultur Frau Czerney Das Kollektivgedächtnis und die Geschichtsschreibung mit « Hors la Loi » Von Rachid Bouchareb Hausarbeit im Rahmen des Seminars „Mediale Historiographie“ Wintersemester 2011/12 Von Léa Baty 9 Rue des Fours à Chaux 85240 Foussais-Payré France Tel. : 01636626609 eMail : lea.baty@uni-weimar.de Matrikel-Nr. : 11 03 61 3. Semester BA-Studiengang : Europäische Medienkultur Weimar, den 21. Mai 2013 ! Der Algerienkrieg fand 1954-1962 zwischen den französischen Streitkräften und der algerischen Unabhängigkeitsbewegung FLN statt. Fünfzig Jahre sind seitdem vergangen und er scheint zeitlich weit genug zurückzuliegen, um als ein abgeschlossenes Geschichtskapitel zu gelten. Aber erst im Oktober 1999 beschloss die französische Nationalversammlung, den Begriff „Algerienkrieg“ im offiziellen Sprachgebrauch zu erlauben: dies zeigt, wie akut die Polemik um die Kriegserlebnisse blieb. Mit den Aussagen der Zeitzeugen hat sich bis in den neunziger Jahre ein Kollektivgedächtnis gebildet, aber dennoch bleibt die Geschichte des Algerienkriegs noch viel umstritten. Inwiefern beeinflusst das Kollektivgedächtnis die Geschichtsschreibung? Zuerst wird sich diese Hausarbeit auf das Kollektivgedächtnis des Algerienkrieges beziehen, indem die Polemik um Rachid Boucherb’s Film analysiert wird (I). Es folgt eine Analyse der Rolle der Zeitzeugen im Verhältnis zu der der Historiker und ihrer Zusammenarbeit für die Geschichtsschreibung...
Words: 2952 - Pages: 12
...Code names SUPERIO, Grazielle Mae Jadormio – I won a math debate! LI, Ryle Siegfrid Ong – nuclear protein shuttle STA. ANA, Joan Camille Calma – More! More! VICENTE, Blessie Paldas – green tea with rocksalt and cheese ALEGA, Jeff James Paragas – Kamusta na you? CHAN, Victoria Elena Bomban – chigger FONTANILLA, Alyssa Malapit – chaz michael michaels Liaisons TAMAYO, Steffanie Charlyne Alisan - fishy VILLANUEVA, Maria Lea Joson – princess AQUINO, Karmina Arida – don’t forget to remember me VARGAS, Ana Patricia Collantes – Captain Backfire GAWTEE, Adrienne Venish Cuerdo – Rosinha Membership Committee ALVAREZ, Pixie Dale Sandiko – moondust CALAGUAS, Meryl Joy Cantiller – orangeimememu LANTING, Argel Joseph Samson – Asiong Salonga RAMOS, Lianne Marie Reyes – Chos! ROSALES, Priscilla Mae Concepcion - megalermaniac SARMIENTO, Ana Margarita Agramon – hu u po? Academics Committee IMPERIAL, Ria Edeliza Santiago - mwahmwahtsuptsup LAVILLA, Orlie John Yap – I hope this give you hell! MANALANG, Enrique Aglibut – frozen servant NARTATEZ, Katrina Therese Alcantara – cornetto disc ORTIZ, Ysabel Regina Hebron – green eggs and ham PEREZ, Jean Glorisse Quimbo – Kevin ROBLES, Joyce Ann Hernandez - daydreamer SY, Kevin John Daguio - sherlock TAN, Daniel Isagan – hoochie coochie VEGA, Pia Angelica Guinto – watermelon float Socio-Cultural Committee AGBON, R-jay Falalimpa – adenosine triphosphate ASUNCION, Xavier Eugenio Azores - onchorynchus DUMALE, Veyellah...
Words: 398 - Pages: 2
...II Defined Living 1 Harmony. Tranquil. Peace. These are the essentials for a retreat from busy everyday life, the elements to rejuvenate our body, mind and soul. Katana II aims to address these key areas even before the project was planned. 2 3 About Katana Completed Project The Katana Residences, Kuala Lumpur, Malaysia Embracing the philosophy of creating designer living, Katana Developments is a Singapore-based property developer that aspires to set the standard in unique homes in the region. Driven by the dream of introducing innovative and artistic, yet practical residential and commercial concepts to the region, every project we embark on is a combination of heart, passion and soul. It is about how we would want to live. Embracing style, elegance and grace, it is always our goal to raise the bar in all the markets we invest in. Katana Developments is all about designer living, sophisticated comfort and elegance, and this is driven by a two tiered branding strategy via Katana and K. The Katana Residences - an award winning project for architecture and the debut project for Katana Developments. Designed to introduce innovative habital concepts to the Malaysian capital, The Katana Residences comprises 24 industrial Loft Duplexes and 6 Super Triplex Penthouses each with their own private plunge pools. The project boasts of an architectural foundation that uses 3 dimensional interlocking modules, which is a landmark concept for Malaysia. 4 5 Upcoming...
Words: 2559 - Pages: 11
...What exactly can encapsulate how a year in Cambridge has been like? What choice of words, what photos, what specific memories would suffice to capture the whirlwind of emotions, the myriad of new experiences? Nothing really seems to come close, but here’s a shot at it. Cook-outs – One of the first few things that you’ll start missing when overseas would definitely be the food; your humble hokkein mee, chye tao kueh, rojak, laksa… you name it, we’ll crave it. The fact that the only photos that Singaporeans seem capable of posting on Facebook are that of food certainly doesn’t make things easier. So what does one do then? LEARN HOW TO COOK. This was no mean feat for me especially, as someone who didn’t know how to cook an omelette without charring. The learning curve may be steep but you’ll be surprised at how fast you’ll learn and also how high your tolerance for substandard food becomes when you’ve misjudged the time to let your noodles boil and the amount of salt to add for the 912695th time. Not to worry also, CUMSA is overrun by excellent individuals who are so well-rounded that they can not only finish all their supervision work, attend formals every night and generally save the world, but they can cook. So when you’re tired of eating over-salted soggy noodles, all you need to do is wrangle an invitation to dinner. Oh the delicacies that they can whip up, but more importantly the glorious company and bonds forged over dinner. Food really is one of the ties that bind Singaporeans...
Words: 958 - Pages: 4
...thoroughly for form, quantity, and timing of application is a prerequisite in modern agriculture. As in other field crops, balanced N-K fertilization enhances tobacco growth and improves the uptake of both nutrients, which in turn reduces nitrate losses during and after the cropping season. The importance of K on mineral nutrition in tobacco production in terms of yield and quality is presented. The role of K in determining the chemical composition of tobacco leaf is now well established. K content of dry matter must reach 2 to 2.5 percent and chloride (Cl) content must remain below 1 to 1.5 percent in order to ensure good maturation, perfect combustibility and a good taste. The paper reports several pot and field experiments carried out in France, China and Cuba, in which various factors affecting yield and quality of the tobacco crop were studied including dose, source, and timing of potash applications. The effect of the combination of various potash forms (potassium sulphate, potassium chloride, potassium nitrate, potassium bicarbonate) with two N sources (nitrate –N from potassium nitrate, and ureic nitrogen from urea) was investigated. The following measurements were recorded: yield parameters; mineral nutrients; sugar; the alkaloid contents of tobacco leaves at three stalk-levels; and water-soluble alkalinity which is an indicator of combustibility. In an experiment on tobacco for cigar production, the effect of sources of K for fertigation was...
Words: 4449 - Pages: 18
...The Leading Luxury Brands 2008 Creating and managing brand valueTM The top 15 luxury leaders in 2008 Lessons from the leading luxury brands What is the future for luxury brands? The Leading Luxury Brands 2008 Introduction In marketing folklore, luxury brands were said to be immune to economic downturns. Their audience of über-wealthy loyalists meant they remained protected during tough economic times. Furthermore, as the global economy prospered, luxury brands attracted new segments of customers who were Jez Frampton is Interbrand’s Group Chief Executive. Jez leads the Interbrand network, shaping strategy and growth for its 36 worldwide offices and enhancing its brand value generating services to a prestigious roster of clients. its perfume line – proves that cutting back appears unavoidable even for a leading luxury brand. But at what long-term cost? While only twenty years ago, such measures may have slipped by unnoticed, the information age makes such moves too newsworthy, introducing new risks to luxury brands’ long-term value. Despite the difficulties of these times, the Leading Luxury Brands of 2008 must continue to stand strong. They need to remember what has made them endure over the years and they must continue to demonstrate the same degrees of determination, conviction, and creativity. suddenly able to afford a wealthier lifestyle. It should be no surprise then, that we saw so many luxury brands –Tiffany & Co. as an example – rush to make themselves...
Words: 4307 - Pages: 18
...Rules of Badminton You shall serve from, and receive in, the right service court when you or your opponent has scored an even number of points in that game. You shall serve from, and receive in, the left service court when you or your opponent has scored an odd number of points in that game. You and your opponent will hit the shuttle alternately until a 'fault' is made or the shuttle ceases to be in play. Scoring System You score a point and serve again from the alternate service court when your opponent makes a 'fault' or the shuttle ceases to be in play because it touches the surface of your opponent's side of court. No points will be scored when you make a 'fault' or the shuttles ceases to be in play because it touches the surface of your side of court. The serving right will then be transferred to your opponent. What are the fault in Badminton? The rules of badminton consider the following as faults: - If the shuttle lands outside the boundaries of the court, passes through or under the net, fail to pass the net, touches the ceiling or side walls, touches the person or dress of a player or touches any other object or person. - If the initial point of contact with the shuttle is not on the striker's side of the net. (The striker may, however, follow the shuttle over the net with the racket in the course of a stroke.) - If a player touches the net or its supports with racket, person or dress, invades an opponent's court over the net with racket or person...
Words: 1298 - Pages: 6
