Customer Service Essays (Examples)
Study Document
Customer Service In The Telecoms Industry
… assess the relationship between multiple variables related to consumers’ experience of telecoms in China. The researchers conducted a survey of 118 Chinese telecommunications customer and found that service quality has a direct impact on value perception. Value and customer satisfaction, moreover, were found to determine the extent to which the customer would be loyal to the firm. Corporate image perceptions were also found to impact customer satisfaction. The researchers were able to conclude that customer satisfaction and service quality do make a substantial difference in determining whether customer will be retained or not.
Kim, Park and Jeong (2004) examined how a Korean telecommunications company focused on retaining customer in their article entitled “The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication service.” The researchers found that customer satisfaction played the most significant part in determining customer loyalty. Factors that had a significant impact……
References
References
Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model). International journal of academic research in business and social sciences, 1(3), 232. Retrieved from http://hrmars.com/admin/pics/381.pdf
Boohene, R., & Agyapong, G. K. (2011). Analysis of the antecedents of customer loyalty of telecommunication industry in Ghana: The case of Vodafone (Ghana). International Business Research, 4(1), 229-240. Retrieved from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.662.3208&rep=rep1&type=pdf
Chu, P. Y., Lee, G. Y., & Chao, Y. (2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality: an international journal, 40(8), 1271-1283.
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of business research, 62(10), 980-986. Retrieved from shorturl.at/BMTY7
Lee, H. S. (2013). Major moderators influencing the relationships of service quality, customer satisfaction and customer loyalty. Asian Social Science, 9(2), 1. Retrieved from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.428.6730&rep=rep1&type=pdf
Liu, C. T., Guo, Y. M., & Lee, C. H. (2011). The effects of relationship quality and switching barriers on customer loyalty. International Journal of Information Management, 31(1), 71-79.
Khatibi, A. A., Ismail, H., & Thyagarajan, V. (2002). What drives customer loyalty: An analysis from the telecommunications industry. Journal of Targeting, Measurement and Analysis for Marketing, 11(1), 34-44. Retrieved from https://link.springer.com/content/pdf/10.1057/palgrave.jt.5740065.pdf
Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications policy, 28(2), 145-159. Retrieved from shorturl.at/imDEX
Study Document
Customer Persona For Filshie Clip System
Executive Summary
This is a report providing detailed description of Filshie Clip System’s customer persona based on the selected target market. The creation of this persona was based on a comprehensive analysis of the target market and … women who are of childbearing age are the ideal target market for this stylish and effective method of contraception. We have established that customer in the target market are differentiated based on demographic factors, personal histories and expectations. These women are interested in a reversible contraception method … critical toward enhancing the ability of the firm to reach the target market and obtain overall profitability. In this report, we will describe customer persona in detail and provide marketing mix recommendations with respect to the identified target market.
Background
Femcare is best known for manufacturing and … personas in order to ensure that product manufacturing and distribution efforts enhance focus on the ideal……
References
References
Antoun, L., Smith, P., Gupta, J. K., & Clark, T. J 2017. The feasibility, safety, and effectiveness of hysteroscopic sterilization compared with laparoscopic sterilization. American journal of obstetrics and gynecology, vol. 217, no. 5, pp.e571-570. e576.
Beerthuizen, R 2010. State-of-the-art of non-hormonal methods of contraception: V. Female sterilisation. The European Journal of Contraception & Reproductive Health Care, vol. 15, no. 2, pp.124-135.
De Toni, D., Milan, G.S., Saciloto, E.B., & Larentis, F 2017. Pricing strategies and levels and their impact on corporate profitability. Revista de Administracao, vol. 52, no. 2, pp.120-133.
Duran, A 2018. Sink or swim: how to create buyer personas to ensure marketing success. Forbes. Viewed 20 August 2019,
Griffin, A, Noble, CH, Durmusoglu, SS, Luchs, MI, & Swan, S 2015. ‘Chapter 3 Personas: powerful tools for designers’, in Design Thinking : New Product Development Essentials from the PDMA, John Wiley & Sons, Incorporated, Hoboken.
Johnson, S., Pion, C. & Jennings, V 2013. Current methods and attitudes of women towards contraception in Europe and America. Reproductive Health, vol. 10, no. 7, pp.1-9.
Kotler, P., & Keller, K. L. (2015). Marketing Management, Global Edition. Pearson Education Limited: Boston, MA.
Magrath, A.J 1986. When Marketing Services, 4Ps are not enough. Business Horizons, pp.4450.
Study Document
Strategic
Marketing to a Target Population and Differentiating service
The New Product
The new product is a spa that service mothers of young children. It is called Ma Spa and the innovative idea behind the service is that it provides care for her kids while she receives her spa treatment. Most moms with small kids do not have the … Market
There is nothing quite like the Ma Spa in the spa industry. Most spas require a reservation and no spas offer childcare service as part of their standard approach to the marketplace. This spa differentiates itself from other spas because it is completely focused on moms … treatment at any time of the working day.
Short Term Marketing Objectives
The short term marketing objectives are:
1. To promote the new service—this will include advertising locally with ads online that use targeted marketing
2. To engage the audience—by developing a social……
References
References
Kim, W. & Mauborgne, R. (2005). Blue ocean strategy: From theory to practice. California Management Review, 47(3), 105-121.
Mangold, W. G., & Smith, K. T. (2012). Selling to Millennials with online reviews. Business Horizons, 55(2), 141-153.
Neely, M. E., Schallert, D. L., Mohammed, S. S., Roberts, R. M., & Chen, Y. J. (2009). Self-kindness when facing stress: The role of self-compassion, goal regulation, and support in college students’ well-being. Motivation and Emotion, 33(1), 88-97.
Study Document
Quality Improvement Plan
Justification
The department would want to reduce customer complaints from the current 7% to at least 1%. For the department to achieve this goal, there is a need to have a … least 1%. For the department to achieve this goal, there is a need to have a quality improvement plan that will analyze the service offered by the department from the viewpoint of the customer. The service department must establish the root cause of the customer complaints and institute measures that are aimed at reducing complaints. By focusing on what is truly value-add to the customer, the department can manage to come up with meaningful and innovative outputs that will be suitable to the customer. Using the COPIS model, the department can transform the process by focusing on what the customer would be delighted with (Brown, 2019). This way the department will then consider the new outputs that may……
References
References
Brown, C. (2019). Why and how to employ the SIPOC model. Journal of business continuity & emergency planning, 12(3), 198-210.
Carvalho, M. S., Magalhaes, D. S., Varela, M. L., Sa, J. O., & Gonçalves, I. (2016). Definition of a collaborative working model to the logistics area using design for Six Sigma. International Journal of Quality & Reliability Management, 33(4), 465-475.
Shojaie, A. A., Raissi, S., & Dogahe, R. A. (2016). Impact analysis of TQM\\\\\\'s hard aspects on sigma level in electronics and telecommunication production process. International Journal of Productivity and Quality Management, 18(4), 425-439.
Study Document
McDonalds Quality And Improving Operations
… effective operation function. The company has streamlined its operation function from obtaining raw materials to production to distribution of food items/products to its customer. McDonalds Corporation has established a relatively effective operations management framework that helps in handling all its functional areas. In relation to the Operations … share and position, this company still faces stiff competition from other rivals in the market. Throughout its operations, McDonalds Corporation focuses on excellent customer service, response to competition, and utilizing suitable techniques to enhance growth and development (Keller, 2017). As part of providing excellent customer service and ensuring customer satisfaction, McDonalds emphasizes quality as part of its operations management framework. The company’s operations management framework is established on the premise of ensuring … efficiency and effectiveness of its functional areas. According to Ka-Singh (2019), McDonalds’ philosophy statement on quality is to provide high-quality food and excellent customer service to all customer……
References
References
Crom, S. (n.d.). Managing for Continuous and Breakthrough Improvement. Retrieved June 13, 2019, from https://www.isixsigma.com/implementation/basics/managing-continuous-and-breakthrough-improvement/
Hill, A. & Hill, T. (2011). Essential operations management. New York, NY: Macmillan International Higher Education.
Hu, W. & Xie, Y. (2013, April 28). Comparative Study of McDonald’s and Kentucky Fried Chicken (KFC) Development in China. Retrieved June 13, 2019, from https://pdfs.semanticscholar.org/ab1d/769d45deb5a0e03d147a04cb27fff30e6ae6.pdf
Ka-Sing, L. (2019, May). Guiding Principles a Recipe for Success. South China Morning Post. Retrieved June 13, 2019, from https://www.scmp.com/article/1006977/guiding-principles-recipe-success
Keller, C.R. (2017, September 1). How McDonald’s Became the Leader in the Fast Food Industry. Retrieved June 13, 2019, from https://profitworks.ca/hidden-blog/541-how-mcdonald-s-became-a-leader-in-fast-food-industry.html
Mulholland, B. (2018, April 6). What Continuous Improvement Is (and How to Use It). Retrieved June 13, 2019, from https://www.process.st/continuous-improvement/
Nanyang Consultancy. (2016, January). McDonalds – Charting McDonalds Way Forward. Retrieved June 13, 2019, from https://mbacasecomp.com/wp-content/uploads/2016/01/Nanyang_Mcdonalds_Final2.pdf
Team, T. (2015, October 8). Why is it Important for McDonald’s to Focus on Quality? Forbes. Retrieved June 13, 2019, from https://www.forbes.com/sites/greatspeculations/2015/10/08/why-is-it-important-for-mcdonalds-to-focus-on-quality/#1da4aebe2488
Study Document
Childrens Amusement Park
… patronize the Park, buy annual passes, and get their friends to join.
The core competencies needed for this plan to succeed are excellent customer service and people skills so that customer always feel valued and that they are getting good value for their money. Marketers must also understand the target segment and be able … be used to ensure competitive advantage by keeping inventory costs down, converting basic entertainment concepts and materials into blockbuster sales, and enhancing the customer experience by incorporating feedback into the delivery plan.
The overview of this plan is as follows. First, the situation analysis will be provided … factors. Second is the target segmentation of the paper, which provides a breakdown of the demographic, geographic and behavioral traits of the target customer. Third is the positioning strategy that the firm will adopt based on its approach to differentiation and low-cost service and products. Fourth……
References
References
Andzulis, J. M., Panagopoulos, N. G., & Rapp, A. (2012). A review of social media and implications for the sales process. Journal of Personal Selling & Sales Management, 32(3), 305-316.
Appelbaum, S. H., Habashy, S., Malo, J. L., & Shafiq, H. (2012). Back to the future: revisiting Kotter's 1996 change model. Journal of Management Development, 31(8), 764-782.
Chyi, H. I. (2005). Willingness to pay for online news: An empirical study on the viability of the subscription model. Journal of Media Economics, 18(2), 131-142.
Douglas, E. (2019). Houston economy to grow bigger, slower than other Texas cities: analysis. Retrieved from https://www.houstonchronicle.com/business/economy/article/Houston-economy-to-grow-bigger-slower-than-other 13903941.php#targetText=The%20Austin%20metro%20area%2C%20which,pace%2C%20according%20to%20the%20projections.
Frederick, S., Novemsky, N., Wang, J., Dhar, R., & Nowlis, S. (2009). Opportunity cost neglect. Journal of Consumer Research, 36(4), 553-561.
Lin, C. F. (2002). Segmenting customer brand preference: demographic or psychographic. Journal of Product & Brand Management, 11(4), 249-268.
Mangold, W. G., & Faulds, D. J. (2009). Social media: The new hybrid element of the promotion mix. Business horizons, 52(4), 357-365.
Teece, D. J. (2010). Business models, business strategy and innovation. Long range planning, 43(2-3), 172-194.
Study Document
Using DoorDash To Promote A Restaurant Brand
… more attention because OPG gets a ton of traffic, and it would help OPG to break into the catering business by getting its service acknowledged more widely by the public at events.
DoorDash would also be a good partner for OPG, as DoorDash is in the business … public at events.
DoorDash would also be a good partner for OPG, as DoorDash is in the business of delivering local foods to customer. In today’s COVID-19 stricken world, DoorDash can ensure that the pub is getting meals to people who do not want to leave their … staying true to course and keeping fans happy by keeping its OPG Burger the same. Change can come with other menu items but customer want consistency and do not like it when a favorite menu item changes all of a sudden. OPG should have taken better care … Strategies
Two ideas for sales……
References
References
Gallardo-Echenique, E. E., Marqués-Molías, L., Bullen, M., & Strijbos, J. W. (2015). Let’s talk about digital learners in the digital era. International Review of Research in Open and Distributed Learning, 16(3), 156-187.
Gibson, C., & Homan, S. (2004). Urban redevelopment, live music and public space: Cultural performance and the re?making of Marrickville. International Journal of Cultural Policy, 10(1), 67-84.
Lawson, C. (2007). Victorian Young Planners: News and Views-Pot, Parma and Trivia Night. Planning News, 33(6), 12.
Queensland. (2020). Key components of a digital strategy. Retrieved from https://www.business.qld.gov.au/running-business/it/digital-strategy/key-components
Study Document
Walt Disney
… the company is doing with its human capital. Intangible assets are human capital—i.e., knowledge, know how, motivation, and ability to deliver products and service at a high quality level.
Intangible assets are incomparably valuable to an organization for they cannot be replaced easily but require time, training, … chain analysis is a systematic way of looking at the company’s functional activities and seeing how well they lead to the creation of customer value. For years, Disney succeeded at doing just that. It revitalized its film industry by developing great scripts into films people wanted to … Disney succeeded at doing just that. It revitalized its film industry by developing great scripts into films people wanted to see and creating customer value in terms of entertainment. However, the company moved to expand too hard and too fast in a direction that was better taken … a direction that was better……
References
References
Wheelen, T. L., Hunger, J. D., Hoffman, A. N., & Bamford, C. E. (2010). Strategic management and business policy. Upper Saddle River, NJ: Prentice Hall.
Study Document
Bolman Deals Human Resource Frame And Disney
…
Overview of the Organization
The Walt Disney Company is one of the largest media and entertainment companies in the world. Its products and service meet the needs of billions of consumers around the world, through storytelling and the creation of fantasy and entertainment. In order to produce … amount of talent at its disposal, and each employee, especially those with a public-facing role, must be…[break]…position of making a decision regarding a customer experience, they are empowered to deliver the best experience possible. This empowerment lies at the heart of high morale among employees and cast ……
References
References
BLS (2020). The employment situation – January 2020. Bureau of Labor Statistics. Retrieved March 2, 2020 from https://www.bls.gov/news.release/pdf/empsit.pdf
Bricker, J. (2020) Disney World investing millions on cast morale. Disney Tourist Blog Retrieved March 2, 2020 from https://www.disneytouristblog.com/disney-world-investing-millions-cast-morale/
Business Balls (2020) Four frame model – Bolman and Deal. Business Balls. Retrieved March 2, 2020 from https://www.businessballs.com/leadership-models/four-frame-model-bolman-and-deal/
Forbes (2018) World’s best employers. Forbes. Retrieved March 2, 2020 from https://www.forbes.com/companies/walt-disney/?list=world-best-employers/#394d24715730
Jones, B. (2018) How Disney empowers its employees to deliver exceptional customer service. Harvard Business Review. Retrieved March 2, 2020 from https://hbr.org/sponsored/2018/02/how-disney-empowers-its-employees-to-deliver-exceptional-customer-service
McLeod, S. (2011) Bolman & Deal frameworks. Big Think. Retrieved March 2, 2020 from https://bigthink.com/bolman-deal-frameworks
Sammer, J. (2019) 5 takeaways from Disney’s tuition benefits. SRHM.org. Retrieved March 2, 2020 from https://www.shrm.org/resourcesandtools/hr-topics/benefits/pages/5-takeaways-from-disney-tuition-benefits-approach.aspx
Walt Disney Company (2020) website, various pages. Retrieved March 2, 2020 from https://thewaltdisneycompany.com/forbes-ranks-disney-among-worlds-best-employers-for-2018/
Study Document
Logistical Support And Distribution Strategies
Logistical Support and Distribution Strategies
Distribution strategies refer to techniques of service/goods dissemination to end customer. Adoption of the ideal distribution technique for one’s organization forms the key when it comes to generating revenue and ensuring client loyalty. Several … the key when it comes to generating revenue and ensuring client loyalty. Several organizations opt for several distribution techniques to cater to diverse end-customer bases. Logistical aspects have always contributed strategically to the organizational business. Within the context of wholesalers and retailers, such organizations go beyond the … the areas of transportation and inventory management for including one among the most crucial components of organizational success—location relative to supply sources or end-customer markets. When it comes to producers, logistics is concerned with basic aspects like manufacturing unit location, customer service quality/standards, and raw material sourcing. Of late, business environmental evolution has coerced large as well as small corporations into focusing……
References
References
Heskett, J. L. (1977). Logistics-essential to strategy. Harvard Business Review, 55(6), 85-96.
Jenkins, L. (2018). Distribution strategy | Cutting edge distribution strategies 2020. Software Selection Tool | Software Selection Management | SelectHub. https://www.selecthub.com/enterprise-resource-planning/cutting-edge-distribution-strategies/
La Londe, B. J., & Masters, J. M. (1994). Emerging logistics strategies. International journal of physical distribution & logistics management.
Li, X. (2014). Operations management of logistics and supply chain: Issues and directions. Discrete Dynamics in Nature and Society, 2014.
Ma, X., Yin, Y., & Liu, T. (2011, August). The simulation and optimizing of different distribution strategies for the distribution centre based on Flexsim. In 2011 IEEE International Conference on Automation and Logistics (ICAL) (pp. 201-204). IEEE.
Partida, B. (2017, November 14). The right distribution strategy affects logistics performance. Supply Chain Management Review. https://www.scmr.com/article/the_right_distribution_strategy_affects_logistics_performance
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