Grewal, D., Baker, J., Levy, M., & Voss, G. (2003) 'The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores', Journal of Retailing, 79 (4) p. 259, ScienceDirect [Online]. DOI: 10.1016/j.jretai.2003.09.006 http://dx.doi.org.ezproxy.liv.ac.uk/10.1016/j.jretai.20
Based on the attached Nordstrom Case Study: 1. How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty? 2. What are Nordstrom's greatest risks, and who are its biggest competitors?
Professional salespeople possess some common characteristics which make them successful in their selling career. Some of these attributes are part of a sales person's personality, but most of them can be learned and developed through personal efforts.
Customers have many different wants, needs, and expectations. Should a tire store and a gourmet restaurant use the same methods for understanding their customers? How may their methods differ?
I need help developing answers to the following: 1. How do organizations promote customer retention? What are some specific improvements that can be made to increase customer retention for a specific product or service? 2. What are the assumptions inherent in market segmentation? What is the relationship of segmentation t
As a supervisor, you observe, on numerous occasions, one of your best customers intently abusing two of your most valuable employees. What steps do you take to protect your staff members?
Customer demand for services is generally not uniform during a day, week, or other period of time. What strategies can be used by service businesses to better match the company's capacity to perform services to customers' demand for those services?
Create a Budget based on the virtual organization attached. Please outline some of the different types of budgets.
Customer Service Experience: description of an incident with a purchase and customer service was contacted. It describes the problem, how the firm handled it, and what you think about the firm's response. It explains how this problem could have been a better experience.
Think of a situation where you, a friend, or family member had a problem with a purchase and tried to get help from customer service. Briefly describe the problem, how the firm handled it, and what you think about the firm's response. How could this have been a better experience?
You and your family go out for pizza every Friday night. You go to the same restaurant because the pizza is great. The service, however, is only okay. Last month you received particularly bad service and the pizza was not cooked properly. Since then you have tried different restaurants and have discovered two restaurants with go
Identify and explain the steps of the collaboration process among the functional areas that must be employed to achieve organizational goals, and prepare an action plan to implement the collaboration process. Identify the key stakeholders and their roles needed to achieve the organizational goals, and recommend the collabora
Customer service: Wal-Mart & Target Please see the attached file. Customer Service Expectations and Experiences Wal-Mart & Target 1. Identify eight to twelve general aspects of Wal-Mart & Target to assess, like: - Signage and postings: What are the signs, postings, or messages you see in Wal-Mart and Target shop
Please help with the following problem. This is an online class, Retail Plan is a project for the entire sememster and it contains part 1, part 2 and part 3. Please help with part 1.
Describe three things you could do to provide excellent customer service as a small business owner. Describe one type of information that you would want to include in the customer profiles at your business.
Please help me with an assignment by discussing the following topic: Briefly describe a service operation with which you have received poor service from (e.g., waiting too long in the checkout line, poor communication of a backordered items, etc.) and make at least three recommendations on how this service operation could imp
With the 4's I's of service (intangibility, inconsistency, inseparability, and inventory) as a foundation, what are the special challenges of marketing a service rather than a product? How can one manage service quality in regards to the expectations of consumers? Does employee satisfaction play a large or small role in maintain
1.) How can good customer service be translated into different learning outcomes? Additionally, how do instructional objectives help learning to occur? 2.) What could be done to increase the likelihood of transfer of training (TOT) if the work environment conditions are unfavorable and cannot be changed? What specific steps
Consider the Segway company in the context of distribution and sale. For that company and product line, go through the steps in the Identify Potential Sales Channels guide at the Business Link Web site. You may want to do this more than once if pursuing different markets with different products. Answer the following questions
Choose one of the options listed below to write a paper in the APA writing style. Include whether the message was one-sided or two-sided; whether the marketer used a central or peripheral route to persuasion; a socially undesirable position; or, if the message was delivered by narrowcasting, evaluate the potential issues: Fin
Identify and explain the four skill areas in which guest contact employees must be trained. Which of these, in your opinion, is the most important? Why?
Discuss if an organization could over market or over advertise (with regards to advertising in the hotel sector)?
A customer has asked for a refund on a computer purchased from you. Your boss has looked at the situation and finds the request unreasonable. The product in question has been repaired and returned and the customer admits continuing to use it, but complains that it does not do everything your firm advertised it would. Write a for
What are some examples of good customer service that you have encountered? What made the service good? Why is it important to retailers to meet or exceed customer expectations?
What are some examples of good customer service that you have encountered? What made the service good? Why is it important to retailers to meet or exceed customer expectations? What are some strategies for meeting or exceeding customer expectations?
Time Warner/Viacom: Countdown to a Blackout Why is Dora crying? That was the question readers were faced with when they opened the New York Times and LA Times on December 31, 2008. Viacom, owner of the Nickelodeon television channel where Dora the Explorer shares the stage with SpongeBob SquarePants and many other favorite ch
You are the task manager for a large customer service corporation consisting of 1,000 employees. You are responsible for 25 direct reports in your department. You have noticed that over the past year there has been a significant decline in the ability of employees to use and manage the technology of the organization. It is curre
"Follow the Golden Rule" is an example of a (n): ethical conflict. legal guideline. ethical guideline. outmoded rule in a competitive work environment. The way to add value for customers is to: reduce the price of goods. provide training for using the product or service. offer a discount
What are some of the benefits and costs that contribute to your customer value from each of the following products: a wristwatch, a weight-loss diet, a cruise on a luxury liner, and a checking account from a bank?
Explain the 2 routes to persuasion in the elaboration likelihood model (ELM) of persuasion theory. Can this theory be applied to negotiation resistance and the handling of customer objections? What other persuasive techniques may be used? Are there adjustments to the selling tactics that you, as a salesperson for Cav
Food and Beverage Management 1 What is guest service? Why is guest service important to a food and beverage operation? How may managers increase the level of guest service provided? Recommend at least three strategies 2 What complaints arise in a food and beverage operation? How are these complaints handled? Who handle
After the group discussion, each salesperson is to create a new-hire training presentation that explains how to incorporate benefit selling into sales presentations. Explain the 7 problem resolution and recovery procedures, and provide one specific example emphasizing each step. Explain how it helps the salesperson make