research study on the dealer loyalty in the hotel industry. The objective is to identify factors of image and dealer satisfaction, which are positively related to dealer loyalty in the hotel industry. The research helps extend the understanding the relationship between dealer loyalty, dealer satisfaction, and image. The study identifies that competition has three major implications for the dealer, which provides: increased choice; greater value for money; and augmented levels of service. The authors
information mentioned in the cases discussed in different research studies especially the ones related to Railway industry. Besides, this study has reviewed various case laws as case studies in order to understand the implication of IPR on rail industry on UK from purely legalistic point of view. Progress Rail Service case is reviewed in this study which is subsidiary of Caterpillar. The case law analysis looked into Intellectual Property Rights of Rail products or services within an organisation. It
A look at the airline industry shows service failure can refer to something as minor as an airline running out of complimentary pittance during the flight or it can escalate to include delays, flight cancellations, mechanical failures, and airline crashes. An example of airline industry failure is the case of the disappearance of the Malaysia Airlines (MAS) Flight 370 on the 8th of March, 2014, carrying a total of 239 passengers. This is followed on 17th July of the same year by an incident involving
practices on the service quality as perceived by the customers of the hotels in the study; Determining the word-of-mouth advertising and referrals gain by the hotels as outcome of CRM and Analysis of impact of CRM practices on satisfaction, retention, grievances, perception of brand image and loyalty of existing customers. The study has employed descriptive research design, since the research describes the various aspects of CRM followed by five star hotels in India. Further the study attempts to address
Hotel industry in Rwanda experiences challenges in increase of cost in form of high distribution costs, stock out costs and poor information sharing. The increase of cost affects the performance in terms of providing high quality of service delivery. This is due to the poor transportation, inventory control, planning and forecasting customer demand. In the same view of the last line, the effect of strategic supply chain management practices on performance of hotel industry in Rwanda is analysed
purchase behaviour is not only the study of what company offers to the buyer after the purchase, but also the study of what the consumer expects from the company. According to post purchase behaviour theory, there is a tendency for individuals to seek benefits for their purchase made. When any problem occurs, some change must be made in order to eliminate this problem. It is most likely that the company will change to accommodate the need. The objective of this study to know the post purchase behaviour
4. FIELDWORK & FINDINGS: In this chapter, we focus more on automotive industry present technology and practical issues facing with appropriate case studies and present findings. First part, describes fieldwork done in global automotive industry related to the present issue raised in the article. Different case studies have been conducted with the help of all primary data and annual reports of organizations. After this, key findings and analysis have been presented which showcases the scenarios of
through superior customer experience. Here comes service management solution which enables business users, leaders and customers to get the most value from their investments. Good business ethics and practices can drive productivity and user engagement. Mission, strategies employed and Service Management Solutions from Technologies help to ensure service quality and resource utilization across your physical, virtual and cloud environments. Service Industries and Economic performance have troubled economists
“Relationship between Service Quality and Customer Satisfaction: The Case Study of the Olympic Sports Club in Bangkok” CHAPTER 1 GENERALITIES OF THE STUDY 1.1 Introduction When the market is full of competitors and marketing is shifted from internal consequences of performance (i.e., productivity and profit) to the external consequences of performance (i.e., consumer well-being), practitioners in the sports industries need to pay attention on customer satisfaction and service quality. (Kerkby, and
rank: on-time performance, service quality, good communication, reliability, service speed, flexibility, customer support, easy to work with, management quality, early announcement of disruptions, order cycle time, willingness to customize