Creating Customer Value, Satisfaction, and Loyalty...

Chapter 5: Creating Customer Value, Satisfaction, and Loyalty GENERAL CONCEPT QUESTIONS Multiple Choice 1. ________ are adept at building customer relationships, not just products; they are skilled in market engineering, not just product engineering. a. Profit-centered companies b. Customer-centered companies c. Production-centered companies d. Sales-centered companies e. Promotion-centered companies Answer: b Page: 119 Difficulty: Easy AACSB: Reflective Thinking 2. The opening vignette on Ritz-Carlton shows that successful marketers are the ones that fully ________. a. understand promotional strategy b. diversify their product line c. divorce themselves from a production mentality d. satisfy their†¦show more content†¦customer attitude and salesperson’s attitude Answer: b Page: 124 Difficulty: Hard AACSB: Reflective Thinking 12. The ultimate goal of the customer-centered firm is ________. a. high customer satisfaction b. high profits c. low costs d. maximum stakeholder satisfaction e. none of the above Answer: e Pages: 124–125 Difficulty: Hard AACSB: Reflective Thinking 13. Buyers form their expectations from all of the following EXCEPT ________. a. past buying experience b. friends and associates advice c. marketers’ information d. competitors’ information e. governmental newsletters Answer: e Page: 125 Difficulty: Easy AACSB: Analytic Skills 14. A customer’s decision to be loyal or to defect is the sum of many small encounters with the company. In order for all these small encounters to add up to customer loyalty, many companies, such as Joie de Vivre Hospitality, strive to create ________. a. a reward program b. a comprehensive customer database c. a branded customer experience d. strong word-of-mouth promotions e. a top-notch advertising campaign Answer: c Page: 125 Difficulty: Hard AACSB: Reflective Thinking 15. One key to customer retention is ________. It would be wise for a company to measure this factor frequently. a. heavy promotion b. deep discounts for intermediaries c. to have an ethics officer d. customer satisfaction e. to have customers on the board of directors Answer:Show MoreRelatedCustomer Retention Strategies At Mcdonald s Corporations1502 Words   |  7 PagesAn Analysis of the customer retention strategies at McDonald s corporations 1b What is the issue/problem that your proposal addresses and why is it important to the reader? This research proposal aims to address the several customer retention strategies implemented by the famous food chain restaurant, Mc Donald. Bearing in mind the increased significance of enhanced customer relationships, this topic is worthwhile to be examined for gaining an insight about the different tactics and strategiesRead MoreChallenges and Opportunities for Ob1613 Words   |  7 PagesORB PQ Chapter 3 : Attitudes and Job Satisfaction 1. Which of the following answer choices is the best definition of attitude? a. Attitudes indicate how one will react to a given event. b. Attitudes are the yardstick by which one measures one’s actions. c. Attitudes are the emotional part of an evaluation of some person, object or event. d. Attitudes are evaluative statements concerning objects, people or events e. Attitudes are a measure of how theRead MoreLiterature Review Summary19571 Words   |  79 Pagesimpact of customer satisfaction and business performance from its antecedents of customer loyalty and retention, customer relationship management, based on performance of attribute in retail industry. A case study of ASDA is presented as concept proof. A detailed background of satisfaction of customer, loyalty and retention towards product or service performance represents the continuous challenges in the corporate financial gain and loss. Organisations usually consider enhanced customer relationshipRead MoreBenefits of Employee Engagement in Organizations1022 Words   |  5 Pagesmarketing, business, psychology and public relations because of the supposed benefit that employee engagement brings to the employee, the customers and the company. Various scholars have listed these benefits, which can all be divided between an organisation-level and an employee level. On an organisational level employee engagement is said to contribute to customer loyalty, profitability, employee turnover (Hayes, T. 2002) stakeholder return, growth (Sask, A. 2005; Heskett et al, 2002) out-performing competitionRead MoreCase Study1749 Words   |  7 Pagesstrongest influence being utilized. The goal here is to have the target market identify and internalize group values and beliefs and then act on them. The implicit belief is that Camry is part of an active, adventurous, urban lifestyle. Notice the strategy of showing a member of the target group using the automobile which is consistent with an identification influence strategy. Q3) What values and aspirations does this campaign tap into relating to the sub-groups of professional women and professionalRead MoreAn Evaluation on the Customer Relationship Management (Crm) Service Marketing (Sm) with Special Reference to Emirates Airline†30191 Words   |  121 PagesDISSERTATION â€Å"AN EVALUATION ON THE CUSTOMER RELATIONSHIP MANAGEMENT (CRM) amp; SERVICE MARKETING (SM) WITH SPECIAL REFERENCE TO EMIRATES AIRLINE† March 8, 2010 By: YASIR ALI 0811866996244 Dissertation submitted In the partial fulfillment of the requirement For the degree of MASTER OF BUSINESS ADMINISTRATION (FINANCE) UNIVERSITY OF WALES, UK. March 2010 Submitted by: YASIR ALI, UNIVERSITY ID: 0811866996244 Dissertation Declaration Form DECLARATION This work has not previously acceptedRead MoreCustomer Value in Budget Airline Industry2925 Words   |  12 Pagespreeminent customer value which will help the companies consolidate their competitive advantage and achieve long-term profitability. Companies have responded to customers’ expectation by increasing the value offered to them through improving products quality, reducing prices and intensifying customer services (Bill Dodds, 2003). In the transportation industry, there are more and more budget airlines and they are fiercely competing. Budget airlines dropped their prices to attract customers and priceRead MoreRelationship Marketing Approach and Strategiesin Retailing3357 Words   |  14 Pagesdynamic and competitive retail environment. With increased globalization, market saturation and increased competitiveness through mergers and acquisitions, retailers are seeking competitive advantages by better managing customer relations. In today’s high tech age, where the marketing concepts and tools have undergone major changes with the introduction of e-commerce, online selling, network marketing, direct marketing, relationship marketing has become the base on which the business strategies as wellRead MoreThe Evolution of Selling: a Study of Historic and Contemporary Sales Methods and Attitudes1474 Words   |  6 Pagesenvironments. The main task of the salespeople was to increase the number of potential cust omers (M.Strader, A.Wysocki, 2012). However, as M.Strader and A.Wysocki claim, â€Å"sales representatives generally had very little feedback within the company and were viewed as contracted help. They were paid strictly on a commission basis, so they had very little loyalty to either the firm for which they worked or the customers to whom they sold the products†. As long as the salespeople performed sales, the businessesRead MoreAn Evaluation on the Customer Relationship Management (Crm) Service Marketing (Sm) with Special Reference to Emirates Airline†30204 Words   |  121 PagesDISSERTATION â€Å"AN EVALUATION ON THE CUSTOMER RELATIONSHIP MANAGEMENT (CRM) amp; SERVICE MARKETING (SM) WITH SPECIAL REFERENCE TO EMIRATES AIRLINE† March 8, 2010 By: YASIR ALI 0811866996244 Dissertation submitted In the partial fulfillment of the requirement For the degree of MASTER OF BUSINESS ADMINISTRATION (FINANCE) UNIVERSITY OF WALES, UK. March 2010 Submitted by: YASIR ALI, UNIVERSITY ID: 0811866996244 Dissertation Declaration Form DECLARATION This

The Treaty Of Versailles During World War II Essay

After years of extreme devastation and gruesome bloodshed, World War I concluded on November 11th, 1918 as the Allied Powers claimed victory and the Axis Powers accepted defeat. In order to promote peace, finalize the outcome and prevent another large scale war, the victorious Allied Powers created a treaty, the Treaty of Versailles. Under the terms and conditions of the Treaty of Versailles, Germany and its allies were harshly sanctioned. Germany, viewed by the Allied Powers as the primary inciter of World War I, received the worst repercussions and was forced to single-handedly bear the financial burden of paying for the entire war. Leaving Germany, an already depleted country, accountable for all war reparations sent them into deep depression and great desperation. Ultimately, Germany’s deplorable state led the nation to turn to the infamous radical leader, Adolf Hitler, who provoked World War II. Terrifyingly identical to World War I, World War II was a total war between the superpowers of the world, the Allies and the Axis Powers. The horrific destruction and carnage that swept over Europe cost tens of millions of people their lives. The United States’ involvement in World War II began after December 7th, 1941 when Japan attacked Pearl Harbor and killed thousands of American soldiers and sailors. As Germany had placed their hopes in Adolf Hitler who promised a better future, the United States placed their democratic and pluralistic ideals into the war effort to save theShow MoreRelatedWar I And World War II919 Words   |  4 Pageshistorians debate rather World War I and World War II were two different parts to the same war or if they are separate and distinct wars. Even though World War I and World War II were very different wars, and there were many years in between the two, the outcomes of World War I caused for World War II to happen because of unresolved issues . World War II is a continuation of World War I. World War I lasted four years and was the first total war in history. Before World War I Europe was doing wellRead MoreThe Treaty of Versailles1684 Words   |  7 PagesInvestigation The Treaty of Versailles was created to bring peace between nations after WWI. This investigation will answer the following question: To what extent did the Treaty of Versailles bring peace? In this investigation, the extent of the Versailles Treaty’s success will be evaluated by examining the period of its development, 1918, to the rise of Hitler, 1933. Several sources were used in this investigation including a number of books that look at the terms of the Treaty of Versailles and the reactionsRead MoreWorld War I And The Treaty Of Versailles1604 Words   |  7 Pageswondered why World War II happened despite World War I being the war to end all wars? World War I lasted four years and was very gruesome. Much of the Western Front was destroyed and about 10 million people died. Germany ended the war by ceasing fire and making an armistice on November 11, 1918. The Allied Power had successfully defeated the Central Powers and America had accomplished their goal to end the war . After the surrender from Germany, the Allied Power met up to make a treaty with GermanyRead MoreThe Treaty Of Versailles Ended World War I1708 Words   |  7 Pages The Second World War took approximately 50,000,000 to 60,000,000 lives (â€Å"World War II†). But this total does not include the millions not accounted for, many of them infants. The war had many causes, but the vast fault lay on a piece of writing from twenty years before the war even started. The Treaty of Versailles ended World War I but instigated the events that led up to World War II. Because the treaty of Versailles was so harsh on Germany, the effects of those terms allowed the Nazi partyRead MoreThe Declaration Of The Treaty Of Versailles1133 Words   |  5 Pages World War II ended in 1945, but it affected so many people that it is taught in schools; the thought of having another World War is terrifying. Imagine having the world thrown into that much chaos, causing so much destruction again. To avoid another World War people need to learn what caused them. The whole purpose of the Treaty of Versailles was to promote peace and stop the wars, but in the end all it did was create another World War. Many predicted the result of the weak treaty, butRead MorePutzier 1. Tessa Putzier. Ms. Jeanne Bitz . Language Arts.1293 Words   |  6 PagesOf World War Two On June, 28 1919, the Treaty of Versailles was signed. This treaty coupled with other factors, such as the Nazis rise to power in Germany, Europe’s policy of appeasement, and Germany’s invasion of Poland would lead to - and be direct causes of - World War II. In fact, when French military commander Marshal Foch heard of the signing of the Treaty of Versailles, her observed with extreme accuracy - â€Å"This is not Peace. It is an Armistice for 20 years.† (Churchill, 7) World War I officiallyRead MoreThe Causes Of World War II1134 Words   |  5 PagesThe Causes of World War II: The seeds of world war II lies in the instability created by world war I. particularly the instability in Germany in the economic and political conditions due to the harshness of the Versailles treaty and as a result the rise of Adolf Hitler and his Nazi party The effects of the treaty of Versailles: The treaty of Versailles harshness was one of the main causes for the outbreak of World War II. It began in 1919 when Lloyd George of England, Orlando of Italy, ClemenceauRead MoreThe Reasons For The Outbreak Of The Second World War1444 Words   |  6 PagesThe reasons for The Outbreak of The Second World War World War II lasted from 1939-1945, but there were a number of circumstances leading up to the beginning of World War II. It involved the majority of the nations in the world in which they formed two military alliances. Those alliances were the allies and axis. In a state of total war, World War II was the most deadly war in history. This war was caused there was a violation of the Treaty of Versailles from WWI. Then, there was the expansion ofRead MoreCauses And Consequences Of World War II908 Words   |  4 PagesOf all the wars that the world has seen happen, none have been more catastrophic than the terrible world war II. But what were the causes of this war? There were many causes to World War II, although there were four true causes: anger over the Versailles Treaty, Fascism and its increase in the European countries, and the nitrous goals of Adolf Hitler combined with the isolationism of America and Britain from war. With all of these main causes combined together, the will create the most devastatingRead MoreEssay on The Causes of World War II1106 Words   |  5 PagesFrom the Treaty of Versailles, to the rise of Hitler, and the failure of the League of Nations, there were many causes that lead up to World War II. World War I left Germany with many shortfalls, thus leaving them in the hands of the Treaty of Versailles. Rather unfair of a Treaty, this left Germany once again looking for another way out. A country resented by many had no other choice but to feel optimistic toward Adolph Hitlers empty promises†¦ making it substantially simple for him to gain power

Civil Engineering Practice for Risk Management- myassignmenthelp

Question: Discuss about theCivil Engineering Practice for Risk Management. Answer: Uncertainties are a common occurrence in any construction project and thus call for readiness and strategies that would ensure such risks are effectively contained. Risks have an overall effect on the goals of the project and could either be of positive or negative potential(Monoharan, 2012). Either potential is an important concept since it is natural to be trapped into risks with negative effects. On the other hand, risks that create positive opportunities tend to make a project more streamlined, smarter and also more profitable to the project developer. For the successful management of risks, five basic steps can be followed. These steps would ensure effective control and management of the uncertainties as to and when they occur. The likelihood and the consequences of a risk are the main determinants of the magnitude of any risk. Among the risk management processes include(Goodman, 2016); Identification of the Risk: This is the initial step in the risk management process. It involves uncovering, acknowledging as well as defining uncertainties that are likely to affect the development of the commercial project or its outcomes. Identification of risks can be done through various techniques. The company would start preparing its Project Risk Register in which is documented the already identified potential risks and their likely extent of impact on the project development(Andresen, 2010). Analysis of the risks: upon identification of the potential risks, the consequences of each of the risks are determined besides their chances of occurrence(Frigenti, 2012). From such information, the company would be having an in-depth understanding of the nature of the potential risks and how much they would be able to impact on the objectives and the goals of the project. This data is also documented in the Project Risk Register. Ranking the Risk: the risk magnitude is a fundamental aspect in the evaluation of the magnitude of the risks. The magnitude of the risk is determined by the interaction of the consequences in case of occurrence and the likelihood of the occurrence of the risk. Such an interaction is important in determining whether the risk would be acceptable should it occur or there is a serious reason to believe that its occurrence would have such heavy impacts that raise the need of a treatment. In ranking risks, the company would take into consideration the likelihood and consequence considerations of the risks(Hillson D., 2012). Treating the Risk: The company would assess the risks ranked highest and come up with a working plan on how to treat or change the risks in such a way that they can be too acceptable levels. It would involve lowering the chances of occurrences of the negative risks and at the same time increasing opportunities or positive risks. During this process, strategies for risk mitigation, contingency plans and plans aimed at preventing the risks are created. Risks ranked highest or most serious are added to the Project Risk Register. Monitoring and Reviewing Risks: The Project Risk Register is deployed in the thus process and used in the monitoring and reviewing of the risks. At this stage, the risks recorded and reviewed, their occurrences and corresponding consequences monitored to find out any chances of improvements that can be made(Mawby, 2015). Quality Management Involves activities and processes that ensure the needs and purpose for which the project is undertaken taken are satisfied. It encompasses those activities along the overall management line aimed at determining the objectives, quality of policy as well as the responsibilities of the management in the success of the project(Kloppenborg, 2012). These activities are implemented through such mechanisms as quality improvement, quality control, quality planning and quality assurance a contained within the quality system. In order to ensure the company successfully meets the quality management requirement of the project development, the following major processes for quality management would be undertaken; Quality control: The Company would monitor certain results of the project to find out if such results are in compliant with the set-out quality standards. Those that do not meet the quality standards are to be eliminated on the basis of failing to meet the satisfactory performance standards. Quality control would ensure that quality is maintained throughout the project development phases(Hillson D. D., 2012). Quality planning: The company, with the help of the available regulations and building codes of the specific task would identify the quality standards that need to be met during the development process. In this process, the company would also determine how it would ensure it meets the quality standards that are set out. This would ensure the construction goes on uninterrupted and that unsatisfactory performance that would lead to any additional costs is avoided. Quality assurance: This is where the company would be conducting an evaluation of the overall performance of the project as frequently as possible. This is done to build confidence in the different phases of the project and ascertain that the project will meet the relevant quality standards up to and upon completion(Mansor, 2012). Each of the processes above interacts with each other and requires that the company have a team of professionals or individuals who would interject as much effort as would be deemed fit by the nature of the project. Each of the processes would take place at least once at every stage of the development of the project hence the need for the professionals at every stage of development. Along the line of quality planning, the company would consider such factors as schedule or cost adjustments or even a comprehensive analysis of a risk in an identified problem in order to meet the desired quality of management(Wilson, 2012). In order to achieve the required levels of grade and quality, the company team responsible for the management of the project would familiarize itself with complements of modern quality management that complement the modern project. Besides that the company would attach importance to satisfaction of customers, processes within phases, prevention as opposed to inspection and management responsibility. The company would comprehend, manage and influence the quality needs in such a way that they meet or even exceed the expectations of the client(Nohe, 2011). This would call for conformity to the specifications for project development i.e. the project has to generate what it is said it would generate and safety for use which insinuates the project has to meet the real needs for which it was developed(Persse, 2010). On management responsibility, all the members of the form the company tasked with the management of the project would have to take an active role to ensure successful delivery even though the management is tasked with the responsibility of ensuring all the required resources are availed to facilitate delivery. It is less expensive to avoid mistakes than correcting them thereby promoting the prevention as opposed to inspection philosophy. Efficiency Efficiency in project management is all about doing things in the most cost-effective way that would see the overall project cost reflect the value for money injected into the project. Economical projects would are attractive to consumers and would thus ensure the client does not incur losses as a result of the development(Goodman, 2016). In order to achieve efficiency, the project team management from the company would; Do away with any unnecessary costs affiliated with the project, ensuring the work is done in such a way minimal cost is incurred while quality is maintained. The project manager of the company would ensure the project is kept under the allocated budget and ensure the budget does not grow out of control. Still, efficient project management from the company would ensure there is the efficiency of work by the contracted contractors and ascertain that the highest quality of work is delivered at the best cost(Rose, 2014). This would be achieved through the collection of bids from the most qualified bidders. Another way through which the company would ensure efficiency is by ensuring it hits the set-out deadline and keeping the project goals within sight. The use of technology and software would see this a success by enabling the company to keep on target the project and meet the goals and objectives as set out. The company would acknowledge the fact that the client is likely to lose a lot of money should part of or the whole of the project gets off schedule. Generally speaking, efficiency in the management of the project would see the company complete the project on time, at the highest quality and within the provided budget. The company would be able to ensure the project is under full control however much inefficient or unfocused the project began thereby saving the client of any financial losses(Wilson, 2012). In conclusion, the successful management of any project is not rocket science but instead an integration of the various aspects of management that occur at various stages of the project development. Commitment and focus by the project management team would see the project meet the required specifications as well as hit the fitness for use target of the client. The various project management phases are adequately followed would ensure a cost-effective and successful project. Client satisfaction and meeting the specific quality standards of the project form the basis of operation of the project management team. References Andresen, M. A. (2010). The Process of Risk Management for Projects. London: GRIN Verlag. Frigenti, E. (2012). Practice of Project Management. Oxford: Kogan Page Publishers. Goodman, F. A. (2016). Process-Based Software Project Management. New York: CRC Press. Hillson, D. (2012). Practical Project Risk Management: The ATOM Methodology, Second Edition. Washington DC: Management Concepts Inc. Hillson, D. D. (2012). Managing Risk in Projects. Paris: Gower Publishing, Ltd. KENDRICK, T. (2009). Identifying and Managing Project Risk: Essential Tools for Failure-Proofing Your Project. London: AMACOM Div American Mgmt Assn. Kloppenborg, T. J. (2012). Managing Project Quality. New York: Management Concepts Inc. Mansor, Z. B. (2012). Project Quality Management Planning Practices in IT Projects. Beijing: GRIN Verlag. Mawby, W. D. (2015). Decision Process Quality Management. Manchester: ASQ Quality Press. Monoharan, K. (2012). Review on Project Quality Management Planning: Software Quality Planning. Salt Lake: GRIN Verlag. Nohe, M. (2011). Implementation of Quality Control Measures in Project Management and Its Impact on Customer Satisfaction. New York: GRIN Verlag. Persse, J. (2010). Project Management Success with CMMI: Seven CMMI Process Areas. Berlin: Pearson Education. Rose, K. (2014). Project Quality Management: Why, What and How. Manchester: J. Ross Publishing, Incorporated. Royer, P. S. (2010). Project Risk Management: A Proactive Approach. New Delhi: Management Concepts Inc. Wilson, R. (2012). The Operations Manager's Toolbox: Using the Best Project Management Techniques to Improve Processes and Maximize Efficiency. New York: FT Press. Wysocki, R. K. (2014). Project Management Process Improvement. Chicago: Artech House.

Why is society a social construct

Introduction Social construct is concerned with the manner in which people learn knowledge and beliefs through socialization. As people interact, they learn conceptions and expectations which are associated with their gender. These concepts and expectations usually extend to all aspects of social life and society. People develop new political attitudes, feelings and perceptions about others as a result of socialization. The following is a culture and socialization essay that explains why society exists as a social construct.Advertising We will write a custom essay sample on Why is society a social construct specifically for you for only $16.05 $11/page Learn More Why is society a social construct? Society exists as a social construct due to factors like gender, race matters, class and education among others. With regards to gender, every society classifies its members into ‘women’ and ‘men’. These classifications determine the r oles played by each gender. The psychological and social characteristics that are associated with being a male or a female play a major role of shaping the people’s expectations. It determines the manner in which people interact with each other. Gender also affects people’s interests and abilities in the society. Gender identity shapes norms and expectations because it determines the behaviors of societal members. For instance, boys are known to use threats and commands in all-male groups as compared to a situation where both men and women exist. Also, men are known to be more rebellious as compared to girls. Women on the other hand, tend to be more submissive than men. The agents of gender socialization include family interactions, schooling and mass media among others (Schaefer Richard, 2008, P. 178). People’s lives are affected by their class in the society whether they are aware or not aware about it. How one is seen by others, whether rich or poor have an effect on his or her life. Members of the society with a dominant class usually lead a unique lifestyle that marks their status in the society. Some of the concrete signs of status in society include; titles, clothing and access to special facilities like clubs e.t.c. Members of the society with a special class have the ability to display their cultural lifestyle enabling them to achieve social recognition (Schaefer, Richard, 2008, P. 178). Race, as a social construct, has an effect on people’s daily lives because it determines the way in which people view themselves and others. The dominant group in the society is usually considered as superior, while the minority group is usually considered to be inferior. People usually determine one’s race by the color of his or her skin (Schaefer, Richard, 2008, P. 178).Advertising Looking for essay on social sciences? Let's see if we can help you! Get your first paper with 15% OFF Learn More With regards to religi on, every religion has moral laws which are aimed at harmonizing the society. Religion contributes to proper functioning of the society by unifying people. It draws a line between one’s inspirations and the society’s demands. Religion thus is a phenomenon that is produced in daily interaction and has an effect on people’s lives (Schaefer, Richard, 2008, P. 178). Society exists as a social construct due to educational status of members. Education usually controls and shapes people’s way of thinking. It enables people to gain knowledge, skills and values (Schaefer, Richard, 2008, P. 178). Conclusion Society is a social construct due to the fact that people’s actions and behaviors are shaped by: gender, religion, race matters, class and educational status. Members of the society cannot do exactly what they like because they have certain roles and expectations. Personality traits are developed during social interaction, meaning one’s interests and preferences are produced socially. Reference List Schaefer, R. Richard, T. (2008). Sociology Matters, Edition 4. New York: McGraw-Hill. This essay on Why is society a social construct was written and submitted by user Hattie J. to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.