the firm as a result of its cost advantage and superior service. This three-part framework may be applicable to other labor-dependent service organizations. Southwest’s Major Courses of Actions (Southwest Airlines‚ here-in-after called‚ ‘SWA’) 1. SWA developed its industry niche and (contrary to many airlines) stuck to it. 2. The concept was to offer frequent‚ no-frills‚ low-fare service in short-haul markets using a point-to-point system rather than a hub-and-spoke system: i. That
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CHAPTER 1 & 2 * What is marketing? Marketing is an organizational function and a set of processes for creating‚ communicating‚ and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders. * What is the marketing process? * Needs‚ wants and demands Needs : basic human requirements Wants: the needs becomes wants when they are directed to a specific objects and might satisfy the need Demands: are wants for
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Lecture Topic 1 : The Service Sector Reading : Chapter 1‚ Services Marketing : People‚ Technology‚ Strategy by Kotler & Wirtz‚ 7th Edition. The Service Sector- some facts : • In the West‚ business conditions generally remain difficult for service sector firms with falling prices hitting profitability. - The service sector typically accounts for between 66% and 75% of GDP in most of the more highly developed economies. (Central Intelligence Agency‚ 2011)
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functions. This includes marketing‚ production (operations)‚ finance‚ human resources and management. Marketing is likely to be the first part of business activity encountered‚ through advertising on television or magazines‚ as well as the first and foremost important department found in a business. So what is marketing? What are its roles and how did the marketing department came to be the focal point of a well-run business? Marketing‚ according to the Chartered Institute of Marketing‚ can be defined as
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Martin Luther King Day. I thought that there was a few key points that should be acknowledged. I thought that justice was one of the key points that he talked about. I thought it would be one of the key points because according to Martin Luther King nobody should be separated from others because of their race and that all of God’s children should be able to join together as brother and sisters in Christ which is very true. Two other key points are Peace and Freedom which talk about freedom for all
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Mechanical Engineering (N41) > 2 key selling points about the course Design(AutoCad/Pro E/Design Thinking/ED/ESD) Options (BMA/EEC/ATMS/DI) > Link the activities to the course Link Language of ME & RP to Design option and Eco Car to ATMS Option > What is it so unique in NP? The only poly diploma in Mech Eng to offer a specialization option in Automotive Technology & Motorsports Diploma in Automation & Mechatronic Systems (N50) > 2 key selling points about the course Wide coverage
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Chapter 11 Creating delivery systems in place‚ cyberspace and time Learning Objectives- What are the options for delivering our service? * What physical and electronic channels can we use? * Should we offer customers a choice? * What physical evidence should our facilities present? * When and where should our service be available? * Is it feasible to shift from high-contact to low-contact delivery? * What options exist for using third-party intermediaries? Definitions
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(BRTC) Letter of Transmittal 29 August‚ 2012 To Tarafder Md. Mehedi Al_Masud Course Teacher School of Business Studies Southeast University Dear Sir‚ With due respect‚ we are submitting this report on the basis of service industry “BRTC ”. We took help from our course teacher Tarafder Md. Mehedi Al_Masud from internet and used our creativity. This report is only for academic purpose. This is not at all for regular activities. I therefore‚ request your favor to accept
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you’ll have a great time with Vodafone‚ but if you’re not happy with your device‚ you’ll need to go back to the company you bought it from to find out what to do next. Once again‚ welcome to Vodafone and thanks for choosing us. Vodafone Customer Services team Your account details Account number 687970078 Mobile number 07449659303 Contract start 14-Jun-13 Minimum commitment end 13-Jun-14 UK minutes 600 UK texts UNLIMITED
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Research is evidenced-based / Empirical - Correlation between variables - Regression (Multi-Linear Regression) - Mixed Method - Quantitative then Qualitative - Qualitative then Quantitative Customer Satisfaction = Sum of Service Elements Facilitates service improvements‚ increases profits Performance is measured by asking questions about satisfactions Performance = Satisfaction Week 12 & 13 Tutorial Chapter 13 & 14 1. Describe the factors that may encourage or inhibit a
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