Essays on Service Quality

How can content marketing on social media channels be used in order to increase the level of customer engagement for the UK fitness industry?

Introduction Social media channels represent the new phenomenon, that has forced industries to change their attitude to marketing strategies, brand awareness, and customer engagement. The social media channels today pose certain threats to the traditional advertising, which treats the customers as a homogeneous crowd . In this extent, the social media channels are highly personalized presenting the versatile and verified social media content to the targeted audience. The marketing specialists are always in constant search of ...

Improving the Operating Strategy of Marriott

Improving the Operating Strategy of Marriott The purpose of the report is to develop a recommendation for improving a company’s current strategy in order to remain sustainable in a highly competitive economic environment. The recommendation will be based on an analysis of both the external and internal factors that affects the company. This includes both qualitative and quantitative factors since the report is segregated into (1) environmental scan and risk analysis, (2) ratio analysis, (3) financial statement analysis, (4) weighted average cost of capital, and a (5) strategy development. The company chosen to be analyzed is Marriott International, ...

ABSTRACT

The businesses today have identified the need to focus more on customer and the key to retain customer is through development of customer relations. CRM or customer relationship management is based on the idea that loyal customers are profitable for the company. The loyalty has been identified by several researchers to be linked to the level of satisfaction of customers. Organizations require attracting the customers, developing relations so that satisfaction is ensured and retain customers by maintaining the relations. Due to intense rivalry and competition, businesses require focusing on building stronger customer base by promoting goodwill and providing them ...

Blue Mountain Service Quality program

Dave Sinclair (Vice President of Blue Mountain Resort) was concerned with bringing the service quality in the ski season for building a good reputation in the market and facilitating visitors to attract them. There was a need for high service quality program in the existing operations to improve the services quality of the resort and satisfy the customers at large. It was a crucial time to improve the service quality as a large number of visitors were expected to welcome at that time (Klassen & Menor, 2006). The management of the company tried to provide their best services to their ...

Introduction

The issue of choice overload is a real concern in the hospitality industry in the modern era. The problem is informed by the broad range of options that the practitioners in the industry have. As a consequence the organizations in the hospitality industry have a difficult time making decisions due to the wide range of options they have informed from the contemporary trends. It is critical that when faced with so many choices it is extremely hard for an individual to reach a decision whether, in the hospitality industry or any other industry (Slåtten and Mehmetoglu, 2011, p. ...

Introduction

A report following a global study of 44,000 people in the tourism sector by TripBarometer Connected Traveller report states that China is among the few top ten nations with connected travellers and categorises 49% of the Asians as connected travellers as most of them use a PC or mobile for booking trips . TravelBurma App targets the Chinese travellers, local business travellers, and other foreign travellers in the age group of 21-50 years. As Myanmar is a business district unit, people often prefer travelling there than any other part of China. During the year 2015, more than 4.68 million ...

Procedures for Managing Service Quality of TravelBurma App

The assessment of the service quality of TravelBurma App is critical for the business in order to find out and manage the quality that is being delivered to the customers against their expectations. TravelBurma App will use a comprehensive set of Service Quality Management procedures that will provide details about the overall superiority and quality of the services perceived by the customers. The fundamental service quality dimensions for TravelBurma App will be Reliability, Responsiveness, Assurance, Convenience, and Tangibility (which will involve facilities, accommodation, equipment, vehicle, and appearance). The service quality of the application would be measured and assured through ...

The design for Six Sigma has been used in business organizations for quality improvements through the design and implementation of new processes. The use of DFSS has gained significant recognition by various companies that have adopted it. Examples of companies that have embraced the use of Six Sigma include Ford Motors, General Motors and Honeywell, and GE (Wankhade, Sunil, and Pankaj 86). DFSS entails the systematic methodology used to design and redesign products or services based on the expectations and requirements of the customers (Patil, Sunil and Izhak 372). However, some companies discredit the effectiveness of DFSS due to ...

How does the reliability of health care services affect the quality of care you receive?

Reliability is a crucial aspect when delivering quality services. It can be defined as the ability of a system, device or process to achieve its prescribed function without failing. Notably, to achieve reliability, the system has to operate correctly in a particular environment. In the healthcare system, patients want to experience quality services that are reliable. Healthcare systems that fail to provide reliable services for a prolonged period contribute to numerous medical errors that result in 98,000 annual deaths in the U.S. (Cutler, 2014). It is important to note that although a healthcare system can achieve reliability without ...

Supply chains and the logistics associated with the same are something that all companies have to deal with at some level. This is true, of course, of manufacturing and product-based businesses. However, it is also true when it comes to businesses that supply services. Even if there is a marked difference between the two business types when it comes to supply chains, it is important to note that both supply chain frameworks and types must be taken seriously. The important aspects that exist within both frameworks would include the overall design of the applicable supply chain, how decisions are ...

Summary of the Case Analysis

The case “Amazon’s Big Data Strategy” highlights the strategy implemented by the leading e-commerce company Amazon, which showed remarkable performance over the past two decades. Amazon was established by Jeffrey Bezos in the year 1994 and it started off as an online bookstore only. Today, it has diversified into a number of categories and National Retail Federation ranked Amazon among the top ten retailers in the US. Similarly, its subsidiary Zappos is also on the top ten list, which Amazon bought off in 2009 in a deal worth $1.2 bn. However, the case primarily focuses on the Amazon's ...

Nursing

Introduction The term management and leadership are often interchanged and interpreted as the same, but that is not always the case in nursing profession. This is because not every nurse can be considered as a good leader, and the same can be said about nursing leaders that are not necessarily managers. Primarily, a nursing manager holds the decision-making power in assigning organizational position, and is expected to carry out control over specific duties and processes. On the other hand, leaders may not have the same authority as managers, but the power that nursing leader posses is inherited from their ...

The right to use fundamental well-being facilities has been a key objective of much fitness law-making and strategy formulation processes to adhere to the health care requirement of the people. Up-gradation in the right to use the basic well-being facilities pave the manner for advancement in the value of people’s life. Though attempts to idealize and functionalize procedures of the right to use have varied. In this paper, access is fragmented into five elements as ease of use, acceptability, convenience, having enough money, and sufficiency. An incentive for this idea is the existence of comparatively restricted research studies ...

Quality Service and its Impact in the Hospitality Industry

In any service-oriented industry, delivery of good, quality customer service is the key to longevity. The question now is if the business can sustain giving consistent, high-quality customer service. Quality service, simply defined, is how a business brings forth their products or services on the highest possible scale in their effort to meet the customer’s demands and exceed their expectations (Kapiki, 2012). Delivery of good customer service sometimes differentiates one hotel, for example, from another and creates a lasting impression that ensures repeat business for that particular hotel. Due to the industry’s competitive nature, the impact of ...

Integrated Marketing Communications Plan

Industry/Company review CBU Airlines is a company based in Riverside, California. The company has the entire infrastructure necessary to become a prominent player in the airline industry, including jets, employees and terminals. In light of this, the company needs a new integrated marketing communications plan (IMC) to enable it to compete effectively with other airlines. The U.S. domestic airline industry earns in excess of $158 billion in revenue each year. Furthermore, the industry has been experiencing growth because of increased business and consumer spending as the country recovers from the 2007-2009 recession. In addition, the growth in the industry ...

1.0 Without putting the figures you cited into a spreadsheet, it is quick to appreciate the fact that the medical costs of obesity is clearly higher than the cost of implementing the research project. The net obesity cost (NOC)-to-project implementation cost (PIC) ratio of 10.2 [$1,429 / $140] is convincingly high. A patient’s annual savings from obesity cost can virtually finance this project implementation estimate. However, it is unclear to us if the cost of implementing the proposed exercise prescription protocol (EPP) or the actual implementation of EPP by the patient, using the necessary equipment and ...

Businesses are today competing against each other to attain their set goals. These goals can include raising the levels of profit and increasing their market share, which are facilitated by marketing the goods and services being offered. However, small businesses find it hard to establish themselves in the market, especially when there are other well-established competing businesses. Scarlet Hospital appears to be facing the same situation considering that the barrier to market entrance has been removed, which will lead to other established health facilities entering the market and affecting its share. The Scarlet Hospital has dominated the market for ...

Business Problem

Abstract In today’s business world, customer service is a crucial part of the business practices aimed at growing the company and increasing overall effectiveness in the supply chain. Customer satisfaction is an important factor when it comes to customer service and it relates to the customers being satisfied with the services they get in terms of availability of information, speedy responses, and overall convenience. Many companies today have not been active in providing efficient customer service. This is because they rely on traditional communication channels and strategies such as the use of e-mail services and landline phone communications. ...

Introduction

Total Quality Management practitioners believe in aligning mega trends with available opportunities in their surroundings. These companies are focused on research and analytics for the long term; at least a considerable time in advance. In the case of some companies, it could be some lesser years. This is where these companies have a competitive advantage. The companies which follow the TQM guidelines have their own quality definition of growth. Any kind of economic transformation would mean a step towards growth for them. Research-based data shows that the revenue of companies that have good TQM practices can be increased up ...

Mass transit is one of the transportation systems that is becoming part of life in the United States. Those who advocate for public transit believe that it increases economic activity in the country. There are variables that influence the American public’s use of mass transit. Pricing is a factor that plays a key role in the coordination of local transportation (Vickrey, 1965). Reliability and efficiency are some of the variables that affect the public’s use of mass transit. The public focus on reliability and consistent of travel times. Most of the agencies have realized that to retail ...

Introduction

Service marketing is a specific type of promotion of services that a business makes to its customers and clients. It is the promotional aspects that include the techniques that might be used to further and advance the reputation and notoriety associated with that product and/or service. This paper explores the concept of service marketing within eight experiences, and utilizes three service marketing constructs to examine how effectively said companies are marketing to consumers.

Methodology

For this particular research, both primary and secondary data were utilized. Primary data collection was an essential element of this report and was gathered by documenting ...

Executive Summary3

Analysis and evaluation of alignment4 Strategic Contribution 5 Personal Credibility 5 HR Delivery Metrics6 Key Performance Measurements6 Action Plan7 HR Mission 9 HR Vision 10 Conclusion11

References 14

Executive Summary This project report is a Human Resource Strategy for an organization in the power electric industry named Titan Electric, Incorporated. A human resource strategy is a model which begins with research into employment and moves into a framework which articulates the organization's and the human resources department main values. The HR strategic plan consolidates and presents the policies of the department in light of how individual functions operate. It then explains ...

The airline has records of unending delays from incidences the management should be taking care of. Incidences such as unplugging of screening machines at the firm cause delays of up to two hours. Instead of having to content with such lengthy delays, the organization needs to have alternatives such as installing multiple screening locations to reduce delays. Service management at the firm is ineffective due to incompetence on the part of agents who are unavailable when passengers need them most and are unapologetic in spite of making travelers go through difficult times trying to find someone to guide them ...

Leadership & Body Language in Hospitality

INTRODUCTION Hospitality is a service-oriented industry. By definition, service is hospitality's most fundamental component based on which needs of customers, internal or external, are met. In order to better serve customers, hospitality organizations invest in every possible means to make customers satisfied. This covers changes from as broad as B2B strategic partnerships, international expansions and segmentized promotions) to small-scale as dress code, menus and decorations. In so doing, hospitality companies endeavor to add value in an industry growing more competitive, particularly by recent adoption of ICT platforms and applications enabling immediate peer-to-peer, B2C and B2B feedback. The case for ...

Guest Satisfaction and Guest Loyalty

Introduction 3 Main Section 4 Arguments Against the Correlation between Satisfaction and Loyalty 4 Arguments For the Correlation between Satisfaction and Loyalty 6 Opinion: Increasing Guest Satisfaction results in Guest Loyalty 10 Conclusion 13 Introduction This paper will attempt to explore the intricate relationship between guest satisfaction and guest loyalty. There has been an ongoing debate on why guest satisfaction does not always result in guest loyalty, and it is an interesting topic of study. The opinion posited is that guest loyalty is the product of superior guest satisfaction (as opposed to just regular satisfaction) and that this superior ...

A. The preparation of Scarlet Hospital to compete with future challenges:

The main concern of the CEO Timothy led Scarlet Hospital was the opening of highway services in the area near to their operation between a limited community, Walnut Grove and the complicated metro city, Salem. The CEO was mainly concerned because the initiation of these services could lead the patients to move out of Walnut in lieu of sophisticated medical services in the metro area. This means that the exposure of the customers for choice is increased. Thus, with the announcement of a highway service, the CEO called upon a meeting for the senior management so that they could ...

Literature Review

Companies have been looking into broader perspectives which go beyond the 4p’s of marketing since the 1970’s . In the modern day, employee customer interface is a concept that is being considered by most businesses. This concept affects the people involved in the business processes and how they interact with each other. This was first implemented through service and marketing and merged both the marketing and the management departments . The employee customer interface assists the company to shed light on other aspects of the business such as service customer and service marketing, among others. The employee's experience at ...

Executive Summary

The report is designed to develop the strategic marketing plan for Vertical Horizon Company for its coming three years. The company was founded in 2003 in New Zealand,and it offers adventurous services. The major activities of the company include Team building, Training of leadership, camping, camps for children, adventurous activities, Family get-togethers and reunions, parties, events and celebrations and Catering, Venue and accommodation services. Based on the situation analysis, strength and weaknesses of Vertical Horizon are found along with the future opportunities and threats to the company. Keeping the analysis in mind, the three marketing objectives are designed ...

The City and State

Executive Summary The present report analyses the data provided as part of the ongoing efforts to arrive at data driven decision making for the coffee roaster and supplier firm –‘Sublime Delights.’ The report takes into account the BADIRTM methodology in order to develop an analysis strategy and derive meaningful and actionable intelligence for the management of the company to take effective decisions. The report starts with a brief introduction of the company, proceeds further with the problem statement and the methodology used. The report then goes on to process and analyze the data as collected from various sources towards ...

Introduction

In the past, airports were viewed to be a little more than suppliers of infrastructures for the carriers. They dwelt with airlines they served and the degree of resident demand. The success of airports was not related to airport strategies and performance. They have positioned themselves as part of an integral component of the transport chain. In the past, airlines were innovative and dynamic partners of transport that controlled and regulated passengers’ experience. Currently, airports are trying to balance their customers’ relation to be similar players. The airports are transforming to a more entrepreneurial design text and have begun ...

Individual Strategic Analysis

Q1/ Answer 1 - Porter’s Five Forces Analysis The Japanese Anime Industry is one of the fastest growing animated industries in the world and thus, become the valuable contributor in the export of the company (Niracharapa 2257). However, it is being assumed that beyond the growth, the competition is the major concern for the companies in the industry; therefore, the industry analysis approach of Michael Porter is significant and going to use to determine the impacts and pressures of competition from different factors and sources in the market. The five major forces based on the porter’s five ...

Introduction

The firm randomly sampled 30 customers that visited the restaurant between 1st match 2016 to 28th march the same year. The overall is further divided into three strata with each having a total of ten respondent based on whether the customer purchased alcohol beverage, non-alcoholic beverage or food. The decision is taken since the paper aims at understanding its ability to retain customers based on satisfaction and probability of return measures in each business line. In addition, the firm is interested in understanding satisfaction level associated with the support facilities such as the washroom, interior design, sink cleanliness and ...

The name of the business will be “Mr. Sheeda.” It is a fictitious comic character that, and the name is of this character. This name has been used to form unique associations with the business name. The name has its origin from one of the workers working at a Desi Restaurant. Mr. Sheeda is a unique name and is not used by any other business corporation operating in New York State. It will be checked from the “Division of Corporations, State Records, and UCC.” This division is a subset of Department of States of the State New York. It ...

Overview of the restaurant industry

In the contemporary context, the restaurant industry can be defined as an industry that involves professional restaurants, bars and other providers of food services structured to allow in-service deliveries. It can be considered as a network or a collection of professional food service companies which operate restaurants and other eating places in both at the country level and at the global levels. Hyun et al (2011, 30) assert that these companies operate in services, which include includes full-service restaurants, quick-service restaurants, cafeterias and buffets, and snack bars, among other services. It is one of the largest professional industries in ...

Background information

The advancement of information and technology has led to a significant revolution in the banking industry through the development of automated teller machines (ATM). These machines allows customers to carry out functions such as deposit of cash, withdrawal of money and securing statement of accounts. To access an ATM service, customers must have ATM cards. The respective financial institutions issue these payment cards to their customers to increase service efficiency and effectiveness (Narteh, 2013). Conventionally, customers could make long queues as they carry financial transactions from tellers. In today’s business world, ATM cards have made it possible to ...

In the contemporary business practices, quality management methods and tools are widely used to enhance the productivity and quality of the organizational processes, operations, products, and services. Quality management is a comprehensive framework that works parallel to the organization involving all units, stakeholders, departments, and operations, enabling it to grow consistently. Quality assurance and quality controls are the two major complement of a quality management system that comes with quality planning and quality improvement. This paper elucidates the significance of quality assurance and quality control in the modern business arena. Considering the example of Air Mauritius, the paper elucidates ...

“The customer is always right” was a saying invented by Gordon Selfridge who thought of business as a way of making customer experience exciting and freeing them from societal norms. This motto was to be implemented by employees of an institution to encourage them to take customer complaints and concerns seriously. The long term goal of this motto was to increase the customer traffic to an institution that made them feel valued. This slogan was particularly used by hospitality establishments to make their guests feel special during their stay at said establishment. This slogan was later a subject of ...

Introduction

Quality is the characteristic of a service or a good to be fit for use by the customer or the consumer. The pharmaceutical quality means the production of a product that is free of contamination that gives the therapeutic benefit that is labeled in the container to the customer. This quality is either evaluated in vitro or vivo by the tests performed. In quality design, the vitro product is ensured to have good performance and the same provide a similar quality in the vivo performance test. In this case, the product performance is related to the product performance.

Quality by Design (QbD)

This ...