the reasons for conflicts in the customer service industry, to examine strategies for conflict management which can be used to help resolve these conflicts, to examine the relationship of these strategies with the concept of emotional intelligence, and to improve the quality of customer service provisions in the customer service industry. The theoretical basis of this study includes reference to the following: Attribution Theory (Heider
Conducting effective audits Summary 3 Segmental, productivity and ratio analysis 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 Learning objectives Introduction The clarification of cost categories Marketing cost analysis: aims and methods An illustration of segmental analysis An alternative approach to segmental analysis Customer profitability analysis Marketing experimentation The nature of productivity The use of ratios Analysing ratios and trends Ratios and interfirm comparison vi CONTENTS
"'Intercultural communication,' can...be defined as the interpersonal interaction between members of different groups, which differ from each other in respect of the knowledge shared by their members and in respect of their linguistic forms of symbolic behaviour." For those wanting to dig a bit deeper it may be a good idea to look into the works of Edward T. Hall, Geert Hofstede, Harry C. Triandis, Fons Trompenaars, Clifford Geertz and Shalom Schwartz. The theories developed by the researchers and academics
8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 Unit Title Marketing management – an introduction Marketing environment Marketing with other functional areas of management Market segmentation Market targeting and positioning Product management Brand management Pricing Channel design and management Retailing and Wholesaling Integrated Marketing Communication Advertising management Sales promotion Personal selling Public relations Understanding individual consumer behaviour Understanding
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volley C-157 CASE 11 Philip Morris C-173 CASE 12 Pisces Group of Singapore C-188 CASE 13 Raffles, Singapore’s historic hotel C-194 CASE 14 Southwest Airlines, 1996 C-205 Introduction Preparing an effective case analysis In most strategic management courses, cases are used extensively as a teaching tool.1 A key reason is that cases provide active learners with opportunities to use the strategic management process to identify and solve organisational problems. Thus, by analysing situations that