Part 1 Dissatisfying Service incident 2 * Circumstances Leading to the Incident 2 * What Occurred During the Incident 2 * What made the Incident dissatisfying 3 * What could or should have been done differently 3 Part 2 Critical Incident Analysis 4 * The customer gap 4 * Type of encounters that occurred 4 * Source of displeasure/pleasure 4 * Dimensions of the servqual scale 5 * Reliability 5 * Responsiveness
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e-Marketing Project : Option 2 Marketing is the life blood of any organisation. Outline and describe the process of marketing with particular reference to services marketing and outline a marketing plan for a services organisation. Introduction There are many complex definitions and ideas of what marketing actually is, but a simple and concise one is: Marketing is “the commercial processes involved in promoting and selling and distributing a product or service” (Dictionary.com). In the context
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Competitor analysis 5 SWOT analysis 6 Service Management (Chapter 9) 8 CHAPTER 4: CUSTOMER RELATIONSHIP MANAGEMENT STRATEGIES FOR BUSINESS MARKETS 14 COMMENTS AND SUGGESTIONS 15 REFERENCES 17 Company overview EBay is the largest online marketplace in the world. EBay was founded by San Jose, California launched in 1995, by Pierre Omidya. It encourage members to establish business through eBay and members can buy products through online also. EBay has an online payment called PayPal, based
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in Metamora, Indiana. She has hired me to be a consultant for her on building her ideas and to help her develop an expansion strategy for her online business activities using either Amazon.com or eBay and by using social networking sites. Before I can go into helping Betty decide if Amazon.com or eBay is better suited for her needs, I need to get some background information on the two companies. Amazon.com is a “US-based multinational electronic commerce company and it’s the largest online retailer
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acceptable to many people. Online shopping or online retailing is a form of electronic commerce whereby consumers directly buy goods or services from a seller over the Internet without an intermediary service. An online shop, eshop, e-store, Internet shop, webshop, webstore, online store, or virtual store evokes the physical analogy of buying products or services at a bricks-and-mortar retailer or shopping centre. The process is called business-to-consumer (B2C) online shopping. When a business buys
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Management of Marketing Channels Case Study: EBAY EXPANDS AROUND THE GLOBE BACKGROUND eBay (www.ebay,com) is an online auction and shopping website wherein people can buy or sell variety of goods and services such as electronics, cars, sporting goods, clothing and apparel and etc. The company originally started in 1995 in San Jose California, and it expanded internationally by 2005. STATEMENT OF THE PROBLEM How can eBay more improve its international expansion? ASSUMPTIONS
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Resources Ebay is a Public Listed Company with corporate responsibilities to its shareholders. In 2006, it earned a gross profit of $4.7 billion and its total assets were $13.5 billion. This financial strength gives it opportunities to invest in activities to increase its financial strength through growth into related and other industries, global markets and also to investing in technology to increase customer satisfaction. It also allows it to invest in marketing to attract further customers and to
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Acquisition Marketing ∙ Display & Mobile Advertising It launches high effective digital ad campaigns, which offers eBay’s customers personalized, relevant ads they will actually want to see. Because marketers know that an effective digital ad campaign needs to reach the right customers with right message. eBay Enterprise Display is powered by the eBay Audience Platform. It is unique in its ability to use first party commerce data to understand consumer behavior, and apply it in real time
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3 2.4 2.5 2.6 2.7 2.8 THE NATURE OF BRANDS 12 13 13 14 15 16 18 19 20 22 22 23 2.9 Introduction What is a Brand? The Layers of a Brand Product and Service Brands Branding & the Buying Process The Importance of Customer Satisfaction and Loyalty Emotional Loyalty The Concept of Brand Equity 2.8.1 The Value of Brands to Customers 2.8.2 The Value of Brands to Companies Conclusion CHAPTER 3 3.1 3.2 3.3 BUILDING BRANDS 24 25 25 26 27 28 30 31 32 32 3.4 3.5 3.6 3.7 Introduction
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HNC Business Management Assignment 1 Introduction Ebay Task 1 Assessment criteria: 1.1 a) Distinguish between the terms E-Business and E-Commerce E -business and e-commerce are terms that are sometimes used interchangeably, and sometimes they're used to differentiate one vendor's product from another. But the terms are different, and that difference matters to today's companies. E-business “firm which, in contrast to an electronic commerce firm, conducts its day-to-day business functions
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