"Provide good service quality and you will have a profitable customer for life!

"Provide good service quality and you will have a profitable customer for life!" This journal will critically analyse the above statement by reference to books and journals. Authors from the mid 1980's through to the current year 2009 who agree and disagree with the statement will be used throughout. The area has been extensively researched, as Woo and Fock (2004 p.189) highlight, "Positive relationships between attribute satisfaction, overall satisfaction, and other constructs, such as customer loyalty and profitability, have been well documented in the academic literature (e.g. Heskett et al., 1994; Hallowell and Schlesinger, 2000)". In order to critically discuss the statement, the model developed by, Heskett, et al, 1994, 'The Service Profit Chain' will be analysed. Zeithaml (2000 p.73) states that, "research on the direct relationship between service quality and profits has shown both positive effects in a limited number of studies and no effects in other studies" and so the strengths and weaknesses of the links will be discussed. Storbacka, Strandvik and Gronroos (1994 p.21) argue that, "in the service quality literature a number of assumptions are made about how quality leads to profitability. These should be verified in empirical research." Therefore, this journal will also use empirical research to support statements that are made. The Service Profit Chain

  • Word count: 3648
  • Level: University Degree
  • Subject: Business and Administrative studies
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This report would examine how Procter and Gamble initiated change to become the most reputable product producers in the world. To show this, the candidate would reflect on the analysis of the current state of the organisation which would be explored throu

EXECUTIVE SUMMARY Firstly, it should be highlighted and duly noted that the candidate has not been directly involved in the organisational change of a company. This is because the candidate has very little work experience and has not been exposed to the changes in the organisation. However, in order for the candidate to conduct an analysis of this assignment, exposure to the knowledge and information for the company; Procter and Gamble were made accessible, therefore the candidate made an assumption that she was personally involved in this change in the organisation of Procter and Gamble. Procter and Gamble is one of the leading organisations in the production of household products. The company's headquarters is based in Cincinnati and their most popular product is the disposable diaper. This report would examine how Procter and Gamble initiated change to become the most reputable product producers in the world. To show this, the candidate would reflect on the analysis of the current state of the organisation which would be explored through the use of the External Environmental Analysis. ORGANISATIONAL CHANGE OF PROCTER AND GAMBLE Change may be defined as any alteration which occurs in the overall work environment of an organisation. When an organisational system is disturbed by some internal or external force, change may occur. The change is the modification of the

  • Word count: 3830
  • Level: University Degree
  • Subject: Business and Administrative studies
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Personal Marketing Plan

Personal Marketing Plan Derek Gwinn 4/19/04 Paris Clinthous Marketing To: "Lost and Searching" Students From: Derek Gwinn Date: April 22, 2004 Subject: Narrowing Your Future Towards the Accounting Industry Currently I am a sophomore at Stern University, NYU. I am majoring in CPA accounting and finance, with a minor in computer science. This memo is to inform students about different job industries and why I narrowed my choice to the accounting profession. When I first entered NYU, all I heard about was investment banking. It is the "glorious job" at NYU that all the students aspire to obtain. However a lot of the kids at NYU have no idea as to what Investment banking entails. Here is a quick summery of the investment banking industry: Corporate Finance Sales and Trading Research * Mergers and Acquisitions * Underwriting * Pitch books * IPO's * Sell-side trading (Morgan Stanley, Goldman Sachs) * Buy-side trading (Prudential) * Equity * Fixed income I researched the "I-Banking" industry and concluded that the negatives clearly outweigh the positives: Positives: * High starting salary * Potential to make a lot of money * Chance to travel a lot * Possibility of having a personal driver * Networking opportunities Negatives: * A lot of work hours * No time for socialization * No family life * Not a lot of vacation time * Totally

  • Word count: 3348
  • Level: University Degree
  • Subject: Business and Administrative studies
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The Analyses of Five Statements Associated With Leadership

Report: The Analyses of Five Statements Associated With Leadership Attention Of: Mr Alan Pittwood From: Miss Bhavini Vasanji (A063186) Module: Leadership and Management Course: BSc Business Studies: Part C Date: 12th November 2002 Word Count: 3000 CONTENTS . INTRODUCTION p2 2. REPORT P3 2.1. Leadership Is a Rare Skill P3 2.1.1. Concepts and Analysis P3 2.1.2. Examples and Illustrations P4 2.1.3. Truthfulness P4 2.1.4. Usefulness P5 2.2. Leaders Are Born, Not Made P6 2.2.1. Concepts and Analysis P6 2.2.2. Examples and Illustrations P7 2.2.3. Truthfulness P7 2.2.4. Usefulness P7 2.3. Leaders Are Charismatic P8 2.3.1. Concepts and Analysis P8 2.3.2. Examples and Illustrations P9 2.3.3. Truthfulness P9 2.3.4. Usefulness P9 2.4. Leadership Only Exists At the Top of the Organisation P10 2.4.1. Concepts and Analysis P10 2.4.2. Examples and Illustrations P11 2.4.3. Truthfulness P11 2.4.4. Usefulness P11 2.5. The Leader Controls, Directs, Prods and Manipulates P12 2.5.1. Concepts and Analysis P12 2.5.2. Examples and Illustrations P13 2.5.3. Truthfulness P13 2.5.4. Usefulness P13 3. REFERENCES P14 4. APPENDICES P17 4.1. Appendix 1: The Management-Leadership Mix p17 4.2. Appendix 2: Hierarchy of the Affective Domain p17 4.3. Appendix 3: Leader and

  • Word count: 4440
  • Level: University Degree
  • Subject: Business and Administrative studies
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Total quality management - Federal express case study.

TOTAL QUALITY MANAGEMENT FEDERAL EXPRESS CASE STUDY FEDEX (FEDERAL EXPRESS) CORPORATION . FedEx's business and quality management culture FedEx's vision and goal is "satisfying worldwide demand for fast, time-definite, reliable distribution" (Cisco Systems, 1999). This vision inherently requires that the company operate under a customer-focused approach. This is what FedEx has been doing since its founding - the company has emphasized putting customers first and has continuously updated and upgraded to meet this goal and fulfill its vision. FedEx has strong relationships with customers, suppliers and vendors and it has consistently been innovative in developing technology solutions to improve these relationships and services (Cisco Systems, 1999). Over the years, FedEx has designed and implemented numerous systems to meet its goals of customer satisfaction. Examples include the following: * In 1979, the COSMOS system was introduced, which is a centralized computer system designed to manage vehicles, people, packages, and route and weather scenarios on a real-time basis (FedEx, 2002). * In 1980, DADS (Digitally Assisted Dispatch System) was introduced to coordinate on-call pickups for customers (FedEx, 2002). * In 1984, the first PC-based automated shipping system, later named FedEx PowerShip(r), was introduced (FedEx, 2002). * In 1986, SuperTracker(r), a

  • Word count: 3505
  • Level: University Degree
  • Subject: Business and Administrative studies
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What was the significance of the 'Labour Unrest' in Britain 1910-1914?

What was the significance of the 'Labour Unrest' in Britain 1910-1914? The labour unrest which erupted in Britain in the years immediately preceding the First World War were, to say the least, something of a shock to a country used to unusually peaceful industrial relations. In 1911, A. Clay wrote, "Until lately the news of industrial violence on the Continent has affected the British public as much as the howling of the storm outside affects a man comfortably sitting by his own fireside. Any fear that the dangerous forms assumed by labour revolts abroad might be imitated at home has been tranquillised by the belief that our Trade Union system and the traditional common sense of the nation would be a sufficient protection against industrial revolution. The outbreak this summer has dispelled this confidence, and has shown that here, as elsewhere, the never-ending conflict between Capital and Labour has entered upon a new and alarming phase which menaces the prosperity of trade and the social institutions of the country." Some have seen the unrest as being symptomatic of a crisis in Edwardian capitalist society which, but for the intervention of the war, would have deepened after 1914. At the other extreme, there are those who have put it down simply to economic factors, the unrest being an unusually violent expression of the employment situation and the level of real wages.

  • Word count: 4229
  • Level: University Degree
  • Subject: Business and Administrative studies
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Square Pegs and Round Holes! - managing change

Square Pegs and Round Holes! In a world where the only constant is change, business managers strive to improve the performance of their subordinates by through increased efficiency and effectiveness. It is the function of a manager, regardless of level, to attain organisational goals through the effective production of goods and services through effective planning, organising, leading and controlling, using the available resources. During the past century management styles and methods have developed as apart of the continuing battle to improve the performance of staff and enable the organisation to remain competitive in a business world that has become global and diverse where continual development and improvement are the main aims. The organisations, as depicted by classical theorists such as Max Weber, Frederick Taylor and Henri Fayol, tended to support local markets, have a homogeneous workforce, used mechanical based technology. The main focus was that of profit in a culture that primarily concentrated on ensuring economic stability and efficiency within the workplace through autocratic leadership approaches and specialisation of labour. In today's business world where the market is global and electronic technology plays a major role, not only for information and communication but also for production, marketing, design and development the constant need to

  • Word count: 2204
  • Level: University Degree
  • Subject: Business and Administrative studies
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Information system used in Toyota Motors

INFORMATION SYSTEMS USED IN TOYOTA MOTORS Introduction Toyota Motor Corporation is a multinational corporation headquartered in Japan, and the world's largest automaker. Toyota employs approximately 316,000 people worldwide. In 1934, while still a department of Toyota Industries, it created its first product Type A engine and in 1936 its first passenger car the Toyota AA. The company was eventually founded by Kiichiro Toyoda in 1937 as a spinoff from his father's company Toyota Industries to create automobiles. Toyota also owns and operates Lexus and Scion brands and has a majority shareholding stake in Daihatsu and Hino Motors, and minority shareholdings in Fuji Heavy Industries, Isuzu Motors, and Yamaha Motors. The company includes 522 subsidiaries. Toyota is headquartered in Toyota City and Nagoya (both in Aichi), and in Tokyo. In addition to manufacturing automobiles, Toyota provides financial services through its division Toyota Financial Services and also builds robots. On May 8, 2009, Toyota reported a record annual net loss of US$4.4 billion, making it the latest automobile maker to be severely affected by the 2007-2009 financial crisis. Toyota headquarters Japan BEA Information System used in Toyota Worldwide Toyota Australia is the Australian subsidiary of Toyota, one of the world's leading car manufacturers. The company realized that integrating the

  • Word count: 3567
  • Level: University Degree
  • Subject: Business and Administrative studies
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This article is going to define different aspects of restaurant outsourcing and its benefits and disadvantage to hotels and restaurants. Purpose: - To describe the drivers and strategic intent behind restaurant outsourcing in hotels, and to critically co

Abstract: - Hospitality organizations are looking for new techniques to survive in this growing and competitive world. They have different service networks to compete in market and fulfilling different customer needs. (Kandampully,2005). That's why, hospitality organizations are rapidly using different ideas such as: leasing, management contracts, outsourcing. To assist them in serving customers with different needs. Outsourcing has become a popular choice for hotels. (Ying, 2001). The article is going to define different aspects of restaurant outsourcing and its benefits and disadvantage to hotels and restaurants. Purpose: - To describe the drivers and strategic intent behind restaurant outsourcing in hotels, and to critically compare the benefits and challenges to hotels and outsourced restaurants. Methodology:- Research from academic literature and comparisons from hotel industry. Findings: - Cost reduction and brand extension appear to be most important element for restaurant outsourcing. Study has shown that hotels gain huge profits by preferring outsourcing. Keywords: Restaurant, outsourcing ,Hotels, strategy , core-service, competitive advantage, Branding. Paper type: Academic article. Introduction:- The hotel industry is facing frequent challenges, affecting the profit of hotels. Hotels are investigating options to make their food and beverage department

  • Word count: 3153
  • Level: University Degree
  • Subject: Business and Administrative studies
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Project Proposal

Inventory Management System Project Proposal: IT project for Riordan Manufacturing Phase of System Development: Design A. Student To: Hugh McCauley, CFO, Riordan Manufacturing CIS319 University of Phoenix David Tam September 26, 2007 DESIGN All design based on above analysis and requirements. The assumption made is new database is compatible with existing database. High Level Design Riordan Manufacturing has several plants that produce different products. Each plant warehouse and manufacture need portable scan device, Label printer, and computer desktop to input local inventory and product data information. Because the company is a global company, web application is highly recommended. A web based application will process input information and store it to the central database. The benefit of web base application is easy to maintain and deploy, especially for a global company. Below diagram is the system high level diagram. Local scan device and computer system will be used for data inputting and reviewing. Components on central web server/application server will add/update inventory information and save to central database server. High level diagram Working Flow Raw materials received from vendors will arrive with bar coded labels and an invoice of all items shipped. Upon arrival equipment will be scanned with a portable data terminal (PDT). This information

  • Word count: 910
  • Level: University Degree
  • Subject: Business and Administrative studies
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