Enterprise Rent-A-Car: Measuring Service Quality 1. Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives? Enterprise used the survey to capture data about customer’s satisfaction. Management objectives are to keep current customers satisfied, improve customer service and increase car rental in the remaining 20% in the discretionary market. Research objectives to determine the level of satisfaction: Customer’s rental
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Nasri M, Gharib T. Effect of layer thickness on thermal properties of multilayer thin films produced by PVD, Vacuum (2011), doi: 10.1016/ j.vacuum.2011.09.008 This is a PDF file of an unedited manuscript that has been accepted for publication. As a service to our customers we are providing this early version of the manuscript. The manuscript will undergo copyediting, typesetting, and review of the resulting proof before it is published in its final form. Please note that during the production process
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customer service at Enterprise Rent-A-Car Introduction Most people probably think they know what Enterprise Rent-A-Car does. It is in the car rental business and operates a fleet of more than 850,000 vehicles. However, Enterprise Rent-A-Car has quite a different idea of what its business is all about. In Enterprise’s view, the business it is involved in is customer satisfaction. This is a characteristic that it shares in common with every successful service company, large or small. A service business
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A case analysis of “Enterprise Rent-A-Car: Measuring Service Quality” A Case Analysis of “Enterprise Rent-A-Car: Measuring Service Quality” I. Statement Of The Problem General: Enterprise’s managers wondered how they could improve the customer-satisfaction-tracking process. Specific: To identify and take action on customer service problems quickly and efficiently. II. Areas of Consideration There are two major factors contributing to the problem. First, although the
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Enterprise Rent-A-Car: Measuring Service Quality SURVEYING CUSTOMERS Kelvin Kirkman wheeled his shiny blue BMW couple into his driveway, put the gearshift into park, set the parking brake and got out to check his mail box as he did every day when he returned home. As he flipped through the deluge of catalogs and credit card offers, he noticed a letter from Enterprise Rent-A-Car. He wondered why Enterprise would be writing him. THE WRECK Then he remembered. Early that month, Kelvin had been
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Introduction Enterprise Rent-A-Car has been given the opportunity to excel and further dominate its industry. With the continually expanding market and need for this service a window has presented itself for Enterprise. Using information provided and in -depth marketing knowledge a line of action will be provided that will allow Enterprise to reach its goals. Problem Statement In order to continue to grow and prosper while staying true to their corporate culture Enterprise Rent-A-Car needs to focus
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collective ideas and knowledge of Enterprise Rent-A-Car to create a 10-minute presentation addressing the key issues. Your classmates and tutor will provide helpful feedback and suggestions CASE STUDY Measuring & Managing Customer Satisfaction Synopsis This case presents an overview of the customer-focused strategy that has catapulted Enterprise Rent-A-Car into position as the largest rent-a-car company in the industry. As of 2005, when the case is set, Enterprise had $8.2 billion in revenue
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loyalty efforts. And what they were hearing from Andy Taylor, the CEO of Enterprise Rent-A-Car, was riveting. Taylor and his senior team had figured out a way to measure and manage customer loyalty without the complexity of traditional customer surveys. Every month, Enterprise polled its customers using just two simple questions, one about the quality of their rental experience and the other about the likelihood that they would rent from the company again. Because the process was so simple, it was fast
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community uses the term small and medium enterprise or SME, instead of small business. Among SMEs, small enterprises have 1 to 50 people, while medium enterprises have 51 to 500 people. Whereas on owner-managed small businesses of 1–50 people and places greater emphasis on the lower end of the range. Independent and owner-managed small business means that the business is owned by an individual or small group rather than existing as part of a larger enterprise or a business whose stock can be bought
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A HANDBOOK FOR VALUE CHAIN RESEARCH Prepared for the IDRC by Raphael Kaplinsky and Mike Morris* We are grateful to colleagues in both our individual institutions and in the Spreading the Gains from Globalisation Network (particularly those participating in the Bellagio Workshop in September 2000) for discussions around many of the issues covered in this Handbook and also to Stephanie Barrientos, Jayne Smith and Justin Barnes. An Important Health Warning or A Guide for Using this Handbook
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