1. Relevant literature The literature pertaining to relationships among customer satisfaction‚ customer loyalty‚ and profitability can be divided into two groups. The first‚ service management literature‚ proposes that customer satisfaction influences customer loyalty‚ which in turn affects profitability. Proponents of this theory include researchers such as Anderson and Fornell (1994); Gummesson (1993); Heskett et al.(1990); Heskett et al. (1994); Reicheld and Sasser (1990); Rust‚ et al. (1995);
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analysis of caffeine and benzoic acid in soft drink. Name: Tan Herh Lim Name of partner: Sia Ting Wai‚ Chong Zheng Yee Date: Lecturer: Dr. Neo Kian Eang Practical class: P1 Objective: To obtain the absorbance of the caffeine and benzoic acid in soft drinks. Introduction Soft drinks that commonly found in our daily life contain caffeine and sodium benzoate. The caffeine act as a stimulant and the sodium benzoate acts as a preservative of soft drink by inhibits grow of bacteria. In this
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ABSTRACT Customer and customer loyalty have an increasing importance in today’s competitive world. The companies follow customer share intelligence instead of market share intelligence. The most used method for this is information technology based customer relationship management. In this paper it is examined the factors that affect this loyalty‚ the place of information technology based customer relationship management variables such as club cards‚ calling centers and web sites
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A PROJECT REPORT ON “A comparative Study of lifetime plans of cellular companies in sonepat” Submitted to Maharishi Dayanand University‚ Rohtak in the partial fulfilment for the award of Master in Business Administration. (Session 2009-2011) Under Supervision Of: Submitted By: MR.
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focus towards shopping experience is part of their effort in building brand loyalty. As you can see from the pictures‚ every bed in the store are occupied‚ with children and adults falling asleep. IKEA does not discourage this. They realize that the more customers choose to relax in its showrooms‚ the more likely they will have positive attitude towards its brand and make a purchase once their incomes catch up with their aspirations. In contrast‚ competitors lack building brand loyalty. 11-furniture
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Annotated Bibliography Brand Loyalty from a Multi-faceted Perspective ORGA 201 Introduction to Management Section OP51 Max Su (1762788) Instructor: Rob Dean Brand loyalty is the ‘Holy Grail’ to all marketing organizations. Marketing practitioners are consumed by it. They search. They try. They dream. They want to achieve the ultimate in brand loyalty‚ making it so airtight that no competition can lure their consumers
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Innocent Drinks (9-805-031) Case Analysis: Innocent Drinks Entfin II: Case Analysis – Innocent Drinks (9-805-031) TABLE OF CONTENTS Table of contents ............................................................................................................. II 1 2 3 4 Background information about Innocent Drinks .....................................................1 Background information about the beverage industry ............................................2 Innocent Drinks’ success
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Soft skills are increasingly becoming the hard skills of today’s work force. It’s just not enough to be highly trained in technical skills‚ without developing the softer‚ interpersonal and relationship-building skills that help people to communicate and collaborate effectively. These people skills are more critical than ever as organizations struggle to find meaningful ways to remain competitive and be productive. Teamwork‚ leadership‚ and communication are underpinned by soft skills development
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Pp.123-133 Brand Equity‚ Customer Satisfaction & Loyalty: Malaysian Banking Sector Norbani Che-Ha* and Shahrizal Hashim** Services cannot be seen‚ felt‚ tasted or touched in the same manner in which goods can be sensed. Therefore‚ the key to success in services marketing is to ‘tangibilizing the intangible’ by using an extrinsic cue like a brand. Moreover‚ brands that are high in brand equity are organization powerful assets. They can lead to customer satisfaction and customer loyalty. This study
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1 This study explores the impact of relationship marketing on customer loyalty in banking context. In particular‚ it will discuss the significance and influence of the underpinnings of the relationship marketing such as trust‚ commitment‚ conflict handling‚ values and empathy on customers’ loyalty in the banking sector. This chapter contains; (1) Background of The Study‚ (2) Problem Statement‚ (3) Specific Objectives of This Study‚ (4) Research Question‚ (5) Theoretical Framework‚ (6) Hypothesis
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