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travel texts and identify five key components of customer service to the New Zealand tourism or travel industry. There are many ways for one to show good customer service and as said by Collier (2011), good customer service is essential. Collier mentions that meeting and exceeding customer expectations is the way to good customer service. To give good customer service, key methods would be being consistent and continuous with work ethic and attitude, and constantly doing this. Being thoughtful too

RARENESS? Of course KCOM Group isn’t the only wireless communication company that focuses on their customers, but their focus on the customer operates at every level throughout the Group. IMITABILITY? It isn’t costly to focus on customers, but a good strategy must be in place in order for it to be done correctly. ORGANIZATION? Yes, KCOM as structured their organization around the distinct markets they serve to deliver a high quality customer experience. The KCOM Group’s distinctive competency is

backing up the data and the second one is did not have enough staff to response customers complained. According to Laudon and Laudon (2014), both JetBlue and WestJet are using the same business strategy which is low cost and good service to achieve the goal. And also both of them are used to a small company. WestJet only have three planes and 40 staffs at the beginning, but now it has about 7800 staffs and 420 flights every day to 71 places among the USA, Canada and Mexico and Caribbean (Laudon & Laudon

discusses why it happened in the first place. Leach answers his two-fold argument of when and why consumer capitalism came to be by explaining the events that led up to the rise of this new consumer ideology, and explaining the people's desire for goods.

cost reduction, process cycle-time improvement, and increased customer satisfaction. However Charlotte Russe does employ the Key Performance Indicator which uses many different KPIs to measure the customer service strategy. Some of the KPIs that are used to measure the strategy are overall satisfaction, conversion rate,

Last of all is the service process, which is the sequence of activities necessary to deliver the service (Fisk, Grove & John, 2014, p.21). Reasons for Disappointment The overall quality of the food in the Hunan’s Chinese restaurant is mediocre. I used to go Hunan’s

created a higher level of disposable income in the population, which has led to increased purchases of services. As income rises, the demand for goods tends to rise less rapidly than the demand for services; hence, the importance of services in the economy will rise. The result has been an evolution of the economy from one geared primarily to manufactured goods to an economy engaged in the creation of services. Thus the growth of services has been significant. Changes in the pattern of employment will

Introduction Loblaws operates throughout Canada and is of one the largest food retailers in the country. Loblaws operates 1,142 grocery stores and has 27 distribution centers alongside their operations (Loblaw, 2014). This company has a large influence on the Canadian economy, employing more than 195,000 people (Loblaw, 2014). Loblaws sells a large selection of products including groceries, household items, baby products, pharmaceuticals, cell phones, general merchandise, and financial services

upholds customer relationship management strategy as their competitive advantage. The primary operations management activities include operational planning, designing of goods and services, resource planning and capacity management, quality control and inventory control affect the outcomes of customer contact with a company 's goods and services (Cordón, Sundtoft, & Seifert, 2013). The operations management activities of a service firm such as Lenscrafters determine the level of service quality as

Globalization Globalization is a broad term that is commonly used in business. It is the process through which businesses and other organizations build up an international influence. Through globalization, the organizations are capable to function on an international scale. There exists a widely perception that people currently live in a world in which has experienced a substantial change in economic, political and technological relations. These changes comprise of the emergence of giant corporations