WPS05 Employee Engagement SIES College of Management Studies Working Paper Series The Working Paper Series would attempt to disseminate the findings of research in specific areas and also to facilitate discussions and sharing of perspectives and information about the identified areas. The papers carry the names of the authors and should be cited accordingly. The views, findings, and interpretations expressed in this paper are entirely those of the authors. They do not represent the views
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The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry Po-Tsang Chen *, Hsin-Hui Hu Ming Chuan University, Hospitality Management, 5 De-Ming Rd., Gui-Shan, Taoyuan 333, Taiwan A R T I C L E I N F O A B S T R A C T Keywords: Relational benefits Perceived value Customer loyalty Coffee outlets Retaining and cultivating customer loyalty has become increasingly important for coffee outlet marketers
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city which has been prepared in requirements of the Final Examination in Research & Methodology. Dutch Bangla Bank ATM Service is one of the top ATM Service in Bangladesh .This report studies customer satisfaction level of Dutch Bangla Bank ATM Service and their service quality, problem and customer demand of their product. Finally, we are truly grateful to you for giving us this pleasant opportunity to work on this report. Despite our all possible attempts, certain deficiencies may reside
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purpose of this paper is to write a basic abstract for each article selected by the member of the learning team and establish for each article the purpose of the study, the research question(s), the hypothesis of the study, and the main findings of the study. The articles selected by each members of the learning team were: Explaining satisfaction in double deviation scenarios: the effects of anger and distributive justice (Jessica); Consumer Socialization in a Wired World: The Effects of Internet Use
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determinants of brand loyalty are interesting and useful field to study. Brand loyalty is realized by having strategic importance for a business. The figures provided by Bain&Co indicate that a 5% increase in customer retention varies for a company’s profit by 40 to 95%. An increase in customer loyalty of 1% is the equivalent of a 10% cost reduction (Reichheld & Teal, 2001). Gounaris and Stathakopoulos (2004) also mention that loyal customers are less expensive because they reduce marketing costs. For
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and their effect on the organization’s relationship with employees, investors, and customers. A variety of relevant books and modern journal articles were used to research on this subject. The review of these articles and books revealed that corporate social responsibility initiatives play a fundamental role in building the image of the company as well as strengthening the organization’s relationship with its customers. Ethical programs on the other hand guide employee actions and in effect minimize
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as restaurants who plays a role of offering a service by way of serving them food and beverages. A restaurant is an establishment that serves the customers with prepared food and beverages to order, to be consumed on the premises. Thus there is need for restaurants to provide excellent but less costly service, which surpasses the expectations of customers. A restaurant that excels in offering a quality memorable experience creates its superiority and competitive advantage in the industry. Canadian
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room and with a quiet and study free atmosphere. To help others is the vision of the company and the company statement make it clear that, it’s their desire and need to help the individual and people in general to get and maintain a greater perspective for books. They will obtain this by giving the customers a better place to study and relax while enjoying all different types of books. Keeping an awareness and respect for moral and ethical needs and giving each customer the knowledge they desire
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industry that revealed trends in customer satisfaction and Ramada’s proprietary research leading to the development of the Personal Best™ employee hiring, training and motivation program. www.ramada.com >The Scenario In 1996 the latest D. K. Shifflet survey of customer satisfaction in the hospitality industry showed mid-tier hotels continuing their downward trend in perceived customer service, reflected by more and more respondents giving ratings on customer service in the 7 or lower range on
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Graduate School of Management Case Study 1: Guest Satisfaction at the Convention Center Hotel Week 3 Irene Garcia Vilardosa HOSP582 Survey of Hospitality Management Dr. Pratt Introduction In order to be successful in the market it is not sufficient to attract new customers. Managers should also concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry, customer satisfaction is largely hooked upon quality of service
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