European Journal of Marketing Service behaviors that lead to satisfied customers Kathryn Frazer Winsted Article information: To cite this document: Kathryn Frazer Winsted, (2000),"Service behaviors that lead to satisfied customers", European Journal of Marketing, Vol. 34 Iss 3/4 pp. 399 - 417 Permanent link to this document: http://dx.doi.org/10.1108/03090560010311920 Downloaded on: 16 September 2014, At: 19:29 (PT) References: this document contains references to 72 other documents. To copy
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Summary II. Profile of the Business Organization i. Company Background ii. Business Model iii. Customer iv. Supplier III. Company Analysis (SWOT) IV. Industry Analysis V. Reasons for Going Online VI. Online Business Model Selection VII. Technological Approach v. Marketplace Infrastructure vi. Security Procedure VIII. Impact of E-Commerce vii. Organization * Structure * Business Operations * Marketing
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Strategic Report for Quick Result Group Details Contents Executive Summary Quick Result faces a lot of economic challenges at this point in its existence in the face of hectic competition which has resulted in knocking it off its perch. As of this writing a company who had succeeded in successfully fighting off all forms of competition in the past is faced with the imminent possibility of winding up and out of the international transportation business. However, we believe that all the players in
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decades. Several hundred million people are benefiting from the country’s progress. Concurrently, India’s population too has risen to more than 1.2 billion, placing an increasing burden on existing resources. Access to basic services like education, health, financial services, banking etc. are often beyond the means of the common person. Airtel’s sustainability journey endeavours to contribute further to our society and to our environment. It is our firm belief that not a single man, woman or child
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In addition, the impact of the economic problems and financial crisis among the financial institutions creates a great challenge for the overall banking sectors. At this situation aiming for the customer satisfaction is the most challenging task for banks. Through the satisfied customers, a bank can easily measure the effectiveness of the business, its potential and position in the industries and the areas that are needed to polish and improve. But gathering a satisfied customer is not an overnight
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management case that about the Citibank and the strategy performance management tool it performed, the balance scorecard. After analyzed the Citibank case, our research group came up the question: What are the main reasons Citibank fails to measure customer satisfaction and what can be done to change this, and the other steps we have to take in order to answer the question. We would like to thank all those who have given us their generous help, commitment and enthusiasm, which have been the major driving
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The Influence of service delivery to customer satisfaction and loyalty at sand dunes chalao Beach Resort in Thailand. 1 Chapter one 1.1Introduction. Tourism and hospitality industry is one of the largest industry in the world. It contributes 11% of the total world gross product. The driving forces of the industry include public relations and integration of proper marketing strategy. Public relations refers to the ability of an organization
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PulteGroup, Inc. South Florida Division to analyze their service in September of 2012. The objective of this research is to assess how the 5 factors of the Servqual survey affect the homeowners’ attitude towards service in PulteGroup communities. Each homeowner was asked questions consistent with the intentional model of Servqual instruments which are designed to measure reliability, responsiveness, assurance, apathy, and tangibles of a service. SPSS software by IBM was used to analyze the results
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social life (restricted).Wish: Means favoured by the consumer to satisfy a need (limitless). Demand: is the Behaviour of consumption of a product or a service to answer wish aiming at satisfying the need supported by the power of purchase. Let us keep that marketing does not create the need. On the other hand, it provokes wish for a product or a service which can answer the one - or even several - basic needs. If the number of needs is restricted, the number of wishes is infinite. It is the reason for
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Inc. (AT&T) is a provider of telecommunication services to its customers, predominantly in the US. The company offers both wireline and wireless-based telecommunication services. The company’s service offerings include local exchange services, data/broadband and Internet services, and long-distance services. Besides, it also offers video, telecommunications equipment, managed networking, wholesale services and directory advertising and publishing services. AT&T provides voice coverage in over 225 countries
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