PART ONE • UNDERSTANDING SERVICES SERVICES IN THE MODERN ECONOMY As consumers, we use services every day. Turning on a light, watching TV, talking on the telephone, riding a bus, visiting the dentist, mailing a letter, getting a haircut, refueling a car, writing a check, or sending clothes to the cleaners are all examples of service consumption at the individual level. T h e institution at which you are studying is itself a c o m p l e x service organization. In addition to educational services
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meaningful work, and influence important decisions. Over the past several decades an interest in empowerment can be seen in many subject areas within psychology and management, including motivation, leadership, group processes, decision making, and organizational design. Many studies have examined aspects of leadership behavior or management programs that can increase empowerment, and a much smaller number of studies have examined the effects of such determinants on the perceptions of employees and on
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promotion - personal selling Introduction Personal selling can be defined as follows: Personal selling is oral communication with potential buyers of a product with the intention of making a sale. The personal selling may focus initially on developing a relationship with the potential buyer, but will always ultimately end with an attempt to "close the sale" Personal selling is one of the oldest forms of promotion. It involves the use of a sales force to support a push strategy (encouraging intermediaries
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Strategic Management Strategic Management Philip Sadler First published in 1993, authors James C Craig and Robert M Grant Second edition published in Great Britain and the United States in 2003 by Kogan Page Limited, author Philip Sadler Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be reproduced, stored or transmitted, in any form or by any means
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are more fundamental to business strategy than economies of scale and the closely related economies of scope. Economies of scale allow some firms to achieve a cost advantage over their rivals. Economies of scale are a key determinant of market structure and entry. Even the internal organization of a firm can be affected by the importance of realizing scale economies. We mostly think about economies of scale as a key determinant of a firm’s horizontal boundaries, which identify the quantities and
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VIEW Strategic Human Resource Management Taken from: Strategic Human Resource Management, Second Edition by Charles R. Greer Copyright © 2001, 1995 by Prentice-Hall, Inc. A Pearson Education Company Upper Saddle River, New Jersey 07458 Compilation Copyright © 2003 by Pearson Custom Publishing All rights reserved. This copyright covers material written expressly for this volume by the editor/s as well as the compilation itself. It does not cover the individual selections herein that
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Chapter 1 Strategic Leadership: Managing the Strategy-Making Process for Competitive Advantage Opening Case Wal-Mart Wal-Mart is one of the most extraordinary success stories in business history. Started in 1962 by Sam Walton, Wal-Mart has grown to become the world’s largest corporation. In the financial year ending January 31, 2004, the discount retailer whose mantra is “every day low prices” had sales of nearly $256 billion, five thousand stores in ten countries (almost three thousand are in
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satisfaction in the airline industry: A comparative study of Malaysia Airlines and Air Asia Kee Mun, Wong* and Ghazali, Musa Faculty of Business and Accountancy, University of Malaya, 50603 Kuala Lumpur, Malaysia. Accepted 23 March, 2011 Brand is crucial in differentiating the superiority of products or services over others. This is an exploratory study examining the differences in brand satisfaction between Malaysian Airlines (full service airlines) and Air Asia (low cost airlines) in Malaysia.
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Gateway Inc. Theory in Practice Eduardo Ordóñez Professor Meilich BUS 444 May 7, 2004 Ticker: GTW Stock Exchange: NYSE Website: www.gateway.com Company Description Gateway Inc. was first incorporated in Iowa in 1986, with the name of Gateway 2000, Inc. It was then reincorporated in South Dakota in December of 1989 and later in Delaware in January of 1991. In 1993, the company went public, trading on the NASDAQ before transferring its stock to the New York
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KEPIMPINAN DAN PENGURUSAN, APA PERBEZAANNYA? Dua perkataan yang amat mudah untuk disebut. Kepimpinan dan Pengurusan. Tapi apa perbezaannya? Memanglah dua perkataan tersebut lain sebutan bunyinya. KEPIMPINAN dan PENGURUSAN. Begitu juga lain ejaannya. Hanya yang sama adalah jumlah abjad yang membentuk kedua-dua perkataan iaitu sepuluh abjad. Kepimpinan sering dikaitkan dengan arah atau tujuan. Dalam sesebuah organisasi ia berkait rapat visi, objektif, matlamat, isu-isu strategik, tranformasi,
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