European Journal of Marketing 30,1 8 Received October 1994 Revised April 1995 SERVQUAL: review, critique, research agenda Francis Buttle Manchester Business School, Manchester, UK SERVQUAL: a primer SERVQUAL provides a technology for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and Berry, have further developed, promulgated and promoted the technology through a series of publications (Parasuraman et al
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range of contingency variables. The authors argue that simplistic views of PMT as being a homogeneous set of technologies with unidirectional, non-contingent social impacts is neither realistic nor useful. A number of future research directions in this area are suggested. Keywords. Social impacts of technology; Programmable ing; Sociotechnical systems; Organizational design automation; CAD/CAM; Manufactur- 1. Introduction The microelectronics revolution in manufacturing
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Anthropology: A Definition Learning Objectives 1 1. Define anthropology as a discipline. 2. Enumerate and define the subdivisions of anthropology. 3. Outline the history of anthropology. 4. Discuss the research methods of anthropological research. 5. Explain the causes of culture shock. 6. Analyze the values of cultural relativism. 7. Identify the uses of cross-cultural comparison. After reading this chapter, you should be able to: iStockphoto/Thinkstock iStockphoto 8. Explain the basic
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Graze goes German: The Internationalisation Strategy of Nature Delivered Ltd. Table of Contents Section 1: Country Profile 3 Introduction 3 History 3 Geographical overview 3 Macroeconomic overview 4 Political overview 4 Legal environment 5 Foreign Direct Investment 5 Financing and incentives 5 Taxation 5 Labour 6 Infrastructure 6 Food Industry 6 Market trends 7 i) Health awareness 7 ii) R&D 7 iii) Obesity 7 iv) Environmental awareness 7 v) The ageing
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Unit 1 . Fundamental Concepts about and Evolution of Management Thought 1.1. Introduction In any teaching-learning process, the development of concepts is essential and fundamental. As a field of study, management requires the development of concepts. Unless the most basic concepts of a field of study are developed at the outset, the teaching-learning process of a particular field of study would be difficult to carry out. Therefore, the first unit of this material aims at developing the most fundamental
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1 ESSAYS ON SUSTAINABILITY Thirteen Challenging Essays for Earthlings By Peter E. Black, 2008 Wheels and Water .......................................................page 1 Water and Humans on Planet Earth ................................... 2 Climate, Weather, and Global Warming ............................. 3 A Catastrophic Loss of Species ......................................... 4 The Naked Truth................................................................... 5 Asymmetrical Resource Distribution
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Part 1: The decision to internationalize Chapter 1: Global Marketing in the firm Purpose of the marketing plan is to create sustainable competitive advantages in the global marketplace. Firms go through mental process. For SME’s, informal process, for larger organization it is often more systematized. Globalization: reflects the trend of firms buying, developing, producing and selling products and services in most countries and regions of the world. Internationalization: Doing business in
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business around a new technological platform, are likely to be impacted by globalization, in terms of both pace of innovation and pressure of competition. For these firms, strategic decisions and growth processes are characterized by a deep interrelationship amongst the processes of internationalization, innovation and entrepreneurship; processes which have tended to be examined independently in distinct bodies of literature. In practice strategic decisions concern each of these processes and address
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SYSTEM CONCEPTS A system can be simply defined as a group of interrelated or interacting elements forming a unified whole. Many examples of systems can be found in the physical and biological sciences, in modern technology, and in human society. Thus, we can talk of the physical system of the sun and its planets, the biological system of the human body, the technological system of an oil refinery, and the socioeconomic system m of or a business organization. producing outputs in
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management expects HR activities to be closely aligned to a firm’s mission and strategic goals toward achieving these goals. * Levels of strategic planning: * Corporate-level strategic planning * Business-level strategic planning * Functional-level strategic planning Strategic Planning Process * Step 1: Identifying the organization’s current mission, goals, and strategies * Step 2: Conducting an external analysis * Step 3: Conducting an internal analysis * Step 4:
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