CASE: 1 Olympic Rent-a-car U.S.: Customer loyalty battles Company Name: Olympic Car Rental Co. Characters: Laura Walkins(VP-Marketing) ‚ Andy Kim(Manager CRP)‚Seth Bergman(Senior Financial Analyst)‚Eva Chan(Southwest regional Manager Sales)‚ Marvin Fleming(OM)‚ Sriny Vajarain‚Jorge Martinez & Amy Mckeever( Franichisee operators). Theme of Case: One of the competitor company named “Enterpise Car Rental Co.”-the biggest player in the market has announced an attractive custom loyalty program. This
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Business Administration-MBA Semester 4 MK0006 – Services Marketing and Customer Relationship Management - 2 Credits (Book ID: xxxxxxx) Assignment Set- 1 (30 Marks) Note: Each question carries 10 Marks. Answer all the questions. Q.1 a. What do you mean by physical evidence in services? Give examples. (5 marks) b. Write a note on service development. (5 marks) Q.2 a. Briefly explain the terms “customer expectation” and “customer perception”. (6 marks) b. What are the different bases for segmentation
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The relationship between a banker and a customer is as follows: 1. Contractual Relationship: The contract takes place the moment an account is opened by a customer with a bank and this contract remains valid till the customer operates his account as per the terms and conditions agreed between them. 2. Debtor and Creditor Relationship: When a customer opens an account with a bank and maintains a credit balance‚ the banker assumes the position of a debtor and the customers assumes the role of a
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The History of RESORTS Roman Empire: Baths The origin of resorts can be traced back to the second century B.C. to the public baths of Rome. The first baths were small‚ modest and separated the genders. Eventually‚ the baths became larger‚ more elaborate and were opened to both men and women. These baths were large buildings built at the public’s expense. Some were even built by wealthy emperors who wanted to make a statement. Most baths were free but few had small entrance fees. Baths were much
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Managing Customer Relationships QUESTIONS 6-1 Nonfinancial measures such as customer satisfaction and customer loyalty are important in managing relationships with customers‚ but an excessive focus on improving customer performance with only these metrics can lead to deteriorating financial performance. To balance the pressure to meet and exceed customer expectations‚ companies should also be measuring the cost to serve each customer and the profits earned‚ customer by customer. 6-2 Examples
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HOW DO THE CARIBBEAN PEOPLE RESPOND TO OPPRESSION? 2. OPPRESSION Oppression is the experience of repeated‚ widespread‚ systemic injustice. It need not be extreme and involve the legal system (as in slavery‚ apartheid‚ or the lack of right to vote) nor violent (as in tyrannical societies). 3. What Really happened Between 1662 and 1807‚ Britain shipped 3.1 million Africans across the Atlantic ocean in the transatlantic slave trade. Africans were forcibly brought to British owned colonies in the Caribbean
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There are many techniques for building relationships with customers. One in particular would be to learn the names of your regular customers if you have any or thank them by using their last name if they use a credit card for purchases. By remembering their names it makes the customers feel appreciated and in turn their experience will be shared with their friends and relatives. Not only increasing your bottom line but‚ also keeping loyal customers coming to your store. This also secures your position
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THE STANDARD This is the third issue of SA8000‚ an auditable standard for a third-party verification system‚ setting out the voluntary requirements to be met by employers in the workplace‚ including workers’ rights‚ workplace conditions‚ and management systems. The normative elements of this standard are based on national law‚ international human rights norms and the conventions of the ILO. The SA8000 standard can be used along with the SA8000 Guidance Document to assess the compliance of a
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Working Relationships with Customers Effective communication strategies can help towards building strong working relationships with clients and customers and are very important for the progress of any company. It is essential to create a good impression and therefore it is important that the employee’s self presentation meets the expectations of the customer and leaves them with an overall positive opinion. Employee’s appearance is essential for creating a good first impression to the customer. It
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Executive Summary Traditional management systems rely on volume to allocate overhead. Indirect cost is allocated to items such as direct labor hours‚ units produced or the production of machine hours. Using only single cost drivers‚ potentially distorts cost estimates especially when dealing with high volume production. The implementation of Activity Based Costing serves as a solution to this downside in traditional systems. ABC utilizes various cost drivers both volume and non-volume related to
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