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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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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344SAM Project Management Lecture 1 Introduction to Project Management Teaching Staff • Dr Dannie Talbot • Email: danielle.talbot@coventry.ac.uk • Dr James Smith • Email: james.smith@coventry.ac.uk Formal Outcomes The intended learning outcomes are that by the end of this module students should be able to: • Develop a project management plan in a business context • Critically evaluate different approaches to project management • Evaluate methods of managing large scale projects
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The Importance of Marketing to Organisations in the 21st Century – Apple Introduction: Apple Inc.‚ formerly named Apple Computer‚ Inc.‚ is an American multinational corporation which is based on designing and manufacturing consumer electronics and related software products. It was established in Cupertino‚ California on April 1‚ 1976 and its primary business is to develop‚ sell and support a range of personal computers‚ computer software and hardware‚ portable media players like the “iPod” and
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Apple is involved in the design‚ development and marketing of personal computers (PC) and related software‚ peripherals‚ network solutions‚ portable digital music players‚ and associated accessories. The company’s portfolio of offerings comprises Mac computing systems‚ iPods‚ iPhones‚ and servers .The company’s software applications include Mac OS‚iLife ‚ iWork‚ and internet applications like Safari and QuickTime‚ among others. The company mainly operates in the US. It is head quartered in Cupertino
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Apple Inc. Presented by Wei Ping Sirin Taskin John Contents Company background Name | Apple Inc. | Industries served | Computer hardware‚ Computer software‚ Consumer electronics‚ Digital distribution | Geographic areas served | Worldwide | Headquarters | U.S. | Current CEO | Tim Cook | Revenue | $ 156.508 billion (2012) | Profit | $ 41.733 billion (2012) | Employees | 72‚800 (2012) | Main Competitors | Samsung Electronics Co‚ International Business Machines Corporation
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. EXPERIENTIAL MARKETING: APPLE Apple Computers was in need of a new retailing strategy and a more widespread adoption of its products. The 2005 annual report mentions that “One of the goals of the retail initiative is to bring new customers to the Company and expand its installed base through sales to computer users who currently do not own a Macintosh computer and first time personal computer buyers.” As a result‚ Apple has undertaken store based retailing with heavy emphasis
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