Introduction The service industry interacts with our lives on a daily basis. Services can be defined as deeds‚ processes and performances. When considering the differences between products and services‚ intangibility and the fact that a service cannot be touched‚ tasted‚ viewed or tried on are terms often used (McColl-Kennedy & Kiel 2000). Services differ from goods in essentially four ways: (1) intangibility; (2) inseparability; (3) heterogeneity; (4) perishability (Kotler‚ Brown‚ Adam‚ Burton
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EXECUTIVE SUMMARY Customer service is the service provided to customers before‚ during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Bad customer service can generate complaints. It can result in lost sales‚ because consumers might take their business to a competitor. Good customer service involves developing bonds with customers‚ hopefully leading to long term relationships. It
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assets in the period 2008-2009 but it increased back regularly from 2009 to 2012. Therefore‚ Haiha has ability to develop well in the future. INCOME STATEMENT: (VND) | 2011 | 2012 | Net Sales | 637‚219‚539‚120 | 676‚798‚449‚471 | Cost of Goods Sold | 544‚347‚917‚672 | 573‚561‚735‚096 | Expenses | 74‚206‚313‚071 | 85‚460‚459‚021 | Net Income | 20‚250‚771‚925 | 21‚886‚619‚910 | Sale revenues have stayed on the rise from 2008 to 2012
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Introduction………………………………………………………………………6 2.1 Definition of concepts…………………………………………………………….6 2.2 Relationship between service delivery and performance…………………….......6 2.3 Effect of service delivery on performance……………………………………....7 2.4 Forms of services offered by banking institutions……………………………...7 2.5 Research limitations……………………………………………………...……..12 CHAPTER THREE METHODOLOGY 3.0 Introduction……………………………………………………………………...12 3.1 Research design………………………………………………………………....12 3.2 The study population…………………………………………………………...12
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CHALLENGE ON KBANK’S SERVICE EXCELLENCE By Natnicha PRACHAKITTIKUL (ETU20150043) MSc in International Luxury and Brand Management ESC Rennes School of Business Abstract Many people have doubt about KASIKORNBANK (KBank) service. As double standard still remains in KBank branch services‚ it is urgent need for KBank to improve its services in order to meet its commitment “Towards Service Excellence (at every level)”. In this essay‚ five features of service‚ 7Ps service marketing mix‚ and SERVQUAL
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Welcome to Service Management Chapter 01 Role of Services in an Economy James Fitzsimmons Seay Professor of Business Emeritus University of Texas at Austin McGraw-Hill/Irwin Service Management: Operations‚ Strategy‚ and Information Technology‚ 6e Copyright © 2008 by The McGraw-Hill Companies‚ Inc. All Rights Reserved. Learning Objectives Identify traits that all services have in common. Discuss the central role of services in an economy. Identify and differentiate the five stages of economic
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Reaction mechanism of tert-butylation of phenol with tert-butyl alcohol over H-beta zeolite: An ONIOM study | 作者: Nie‚ XW (Nie‚ Xiaowa)1‚3‚4; Janik‚ MJ (Janik‚ Michael J.)2; Guo‚ XW (Guo‚ Xinwen)1; Liu‚ X (Liu‚ Xin)1; Song‚ CS (Song‚ Chunshan)1‚2‚3‚4 | 来源出版物: CATALYSIS TODAY 卷: 165 期: 1 页: 120-128 DOI: 10.1016/j.cattod.2010.11.070 出版年: MAY 16 2011 | 被引频次: 2 (来自 Web of Science) | 引用的参考文献: 50 [ 查看 Related Records ] 引证关系图 | 摘要: Tert-butylation of phenol with tert-butyl alcohol
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Day 19 (Nov 28‚ 2012) Improving Service Quality and Productivity Integrating Service Quality and Productivity Strategies “Not everything that counts can be counted‚ and not everything that can be counted‚ counts”- Albert Einstein “Our mission remains inviolable. Offer the customer the best service we can provide‚ cut our costs to the bones; and generate a surplus to continue the unending process of renewal.” – Joseph Pillay‚ Former Chairman‚ Singapore Airlines During the 1980s and early
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WHAT MAKES A GOOD QUALITY SCHOOL CURRICULUM? Background paper developed by Mr. Philip STABBACK Dr. Brian MALE Ms. Dakmara GEORGESCU1 Geneva‚ November 2011 1 The paper is meant to inform the curriculum process in Iraq by drawing attention on important aspects of current education and curriculum quality that underpin options considered in the process of developing the new Iraqi Curriculum Framework. 1 WHAT MAKES A GOOD QUALITY SCHOOL CURRICULUM? INTRODUCTION The purpose of this
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School Year 2013/2014 TRADEMARKS AND INDUSTRIAL DESIGNS I. TRADEMARKS history and definition have always existed - many examples in History (craftmen...) distinctive sign which identifies certain goods or services as those produced or provided by a specific person or firm. type of industrial property what does a trademark do? provides protection to the owner of a mark by ensuring the exclusive right to use it to identify gods or services or to authorize another to use it in return for
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