A car manufacturer is concerned about poor customer satisfaction at one of its dealerships. The management...
A car manufacturer is concerned about poor customer satisfaction at one of its dealerships. The management decides to evaluate the satisfaction surveys of its next 50 customers. The dealer will be fined if the number of customers who report favorably is between 33 and 37. The dealership will be dissolved if fewer than 33 customers report favorably. It is known that 72% of the dealer’s customers report favorably on satisfaction surveys
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A car manufacturer is concerned about poor customer satisfaction
at one of its dealerships. The management...
A car manufacturer is concerned about poor customer satisfaction at one of its dealerships. The management...
A car manufacturer is concerned about poor customer satisfaction at one of its dealerships. The management decides to evaluate the satisfaction surveys of its next 50 customers. The dealer will be fined if the number of customers who report favorably is between 33 and 37. The dealership will be dissolved if fewer than 33 customers report favorably. It is known that 72% of the dealer’s customers report favorably on satisfaction surveys. [You may find it useful to reference the z...
-What is this case about? The Zappos Case Study introduces the customer benefit package (CBP) framework...
-What is this case about? The Zappos Case Study introduces the
customer benefit package (CBP) framework and the lesson that each
good and service in the CBP has a process that creates it and
delivers it to customers.
-What are you asked to do? The case asks you to draw the CBP and
identify one primary support, and general management process. You
must also think about manufacturing/production encounters and
service management skills. Finally, build a table like table below
to...
-We focus on the behavioural consequences of satisfaction that relate to profit Three key behav ioural...
-We focus on the behavioural consequences of satisfaction that relate to profit Three key behav ioural measures: 1. Customer retention; This is measured as: • Repeat purchase with durables such as cars • Continuity of use with utilities and a v ariety of serv ice prov iders 2. Share of category requirement (SCR) This is the proportion of category spending that goes to a particular brand This applies in repertoire categories such as groceries, hotels and supermarkets 3. Voice •...
Question: Analyze and evaluate the existing corporate strategy and structure at Fortune Motors. FORTUNE MOTORS (TAIWAN):...
Question: Analyze and evaluate the existing corporate strategy and structure at Fortune Motors. FORTUNE MOTORS (TAIWAN): IMPLEMENTING STRATEGY CHANGE USING THE BALANCED SCORECARD Jung Hua Li, chief executive officer (CEO) of Fortune Motors, the largest Mitsubishi dealership in Taiwan, sat in his office in eastern Taipei on a chilly day in January 2004, thinking carefully about his vision for the survival of his company. He knew that Fortune Motors’ sales in 2003 had fallen below 50,000 units for the first...
What should Ajanta do about its recent order from SF? AJANTA PACKAGING: KEY ACCOUNT MANAGEMENT Sandeep Puri and Rakesh Singh wrote this case solely to provide material for class discussion...
What should Ajanta do about its recent order from SF?
AJANTA PACKAGING: KEY ACCOUNT MANAGEMENT Sandeep Puri and Rakesh Singh wrote this case solely to provide material for class discussion. The authors do not intend to iustrate either effective or ineffective handling of a managerial situation. The authors may have disguised certain names and other identifying information to protect confidentiality This publication may not be transmitted, photocopied, digitized, or otherwise reproduced in any form or by any means without the...
Caterpillar, Inc. Encounters Challenges to Its Ethical Reputation INTRODUCTION Caterpillar, Inc. (CAT) is a global manufacturer...
Caterpillar, Inc. Encounters Challenges to Its Ethical Reputation INTRODUCTION Caterpillar, Inc. (CAT) is a global manufacturer of construction and mining equipment, machinery, and engines. Best known for its machinery, including its tractors, off-highway trucks, wheel dozers, and backhoe loaders, CAT has more than 500 dealer locations worldwide. In 2014 the company achieved global revenues of more than $55.2 billion. As a result, CAT faces the challenging tasks of managing a complex network of stakeholders. CAT has made a name for...
What happened on United flight 3411?What service expectations do customers have of airlines such ...
What happened on United flight 3411?What service expectations
do customers have of airlines such as United and How did these
expectations develop over time?
Thank You!
In early April 2017, United Airlines (United), one of the largest airlines in the world, found itself yet again in the middle of a service disaster this time for forcibly dragging a passenger off an overbooked flight. The incident was to become a wake-up call for United, forcing it to ask itself what to...
Read about Cokes strategy in Africa in the article below and discuss the ethics of selling...
Read about Cokes strategy in Africa in the article below and discuss the ethics of selling soft drinks to very poor people. Is this an issue that a company like Coke should consider? Africa: Coke's Last Frontier Sales are flat in developed countries. For Coke to keep growing, Africa is it By Duane Stanford Piles of trash are burning outside the Mamakamau Shop in Uthiru, a suburb of Nairobi, Kenya. Sewage trickles by in an open trench. Across the street,...
A. Issues [1] In addition to damages for one year's notice period, can a trial judge...
A. Issues [1] In addition to damages for one year's notice period, can a trial judge award significant damages for the mere fact of an employee's dismissal, or for the stigma that that dismissal brings? Or for the employer thereafter competing with the ex-employee for the clients, before the ex-employee has got a new job? B. Basic Facts [2] This is an appeal from 2009 ABQB 591 (CanLII), 473 A.R. 254. [3] Usually a judgment recites facts before law. But...
Write down your analysis of this case on factors like 1. the negotiation process, strategy and...
Write down your analysis of this case on factors like 1. the negotiation process, strategy and tactics PACIFIC OIL COMPANY (A)* "Look, you asked for my advice, and I gave it to you," Frank Kelsey said. "If I were you, I wouldn't make any more concessions! I really don't think you ought to agree to their last demand! But you're the one who has to live with the contract, not me!" Static on the transatlantic telephone connection obscured Jean Fontaine's...
-What is this case about? The Zappos Case Study introduces the
customer benefit package (CBP) framework and the lesson that each
good and service in the CBP has a process that creates it and
delivers it to customers.
-What are you asked to do? The case asks you to draw the CBP and
identify one primary support, and general management process. You
must also think about manufacturing/production encounters and
service management skills. Finally, build a table like table below
to...
What should Ajanta do about its recent order from SF?
AJANTA PACKAGING: KEY ACCOUNT MANAGEMENT Sandeep Puri and Rakesh Singh wrote this case solely to provide material for class discussion. The authors do not intend to iustrate either effective or ineffective handling of a managerial situation. The authors may have disguised certain names and other identifying information to protect confidentiality This publication may not be transmitted, photocopied, digitized, or otherwise reproduced in any form or by any means without the...
What happened on United flight 3411?What service expectations
do customers have of airlines such as United and How did these
expectations develop over time?
Thank You!
In early April 2017, United Airlines (United), one of the largest airlines in the world, found itself yet again in the middle of a service disaster this time for forcibly dragging a passenger off an overbooked flight. The incident was to become a wake-up call for United, forcing it to ask itself what to...
A. Issues [1] In addition to damages for one year's notice period, can a trial judge award significant damages for the mere fact of an employee's dismissal, or for the stigma that that dismissal brings? Or for the employer thereafter competing with the ex-employee for the clients, before the ex-employee has got a new job? B. Basic Facts [2] This is an appeal from 2009 ABQB 591 (CanLII), 473 A.R. 254. [3] Usually a judgment recites facts before law. But...
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