...ANALYSING CUSTOMER EXPERIENCE FEEDBACK USING TEXT MINING: A LINGUISTICS-BASED APPROACH Car park and transfer case study at an airport 21 March 2014 Francisco Villarroel Dr Charalampos Theodoulidis Dr Jamie Burton Prof Thorsten Gruber Dr Mohamed Zaki Content • Customer Feedback and Value co-creation • (Text Mining and its applications) • Car park and transfer case study at an airport • Results • Managerial Implications • Further Research Customer Feedback “Customer feedback process” plays a key role in ensuring that information from complaints, compliments, market research and other sources are systematically collected, analysed, and disseminated in ways that will drive service improvements” (Lovelock and Wirtz, 2007). “Service Quality (SQ) is a marketing stream that considers customer feedback as an opportunity for assessing customer (di)satisfaction. SQ can be “measured through the difference between customer expectations and their real experience with the service” (Parasuraman et al.1985). Customer Feedback Process Implicit Explicit Determined Actions (i.e. eye tracking, reading time, number of scrolling, etc.) Platforms (e.g. surveys, e-mails, online review, blog, etc.) Customer Feedback Process • Many companies analyse explicit feedback using quantitative methods because of simplicity in analysis • Evaluating an entire service of quantitative measures will result in an • incomplete understanding of customer experience...
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...Waste Land" by Alan Paton Describe a surprising ending and analyse how it links to the rest of the text. “The Waste Land” by Alan Paton, is about a man who is on a bus. When he gets off the bus, he is attacked by several young men and it is suggested that the men want his purse which contained his wages. This short story has a surprising ending and it helps the reader understand other parts of the text that foreshadowed the ending. “The Waste Land” is very surprising as it ends with the man’s son having been killed in the incident. The short story ends with the narrator realizing that one of the men that have just attacked him was in fact his very own son and that he has just killed his son. When the gang dumps Freddy’s body under the lorry, where the man is, the man moved away from the body as if not wanting to accept his son’s death. The narrator displays the father’s shock and mental agony. This ending is linked to the title as “The Waste Land” suggests that the setting is very desolate, people are desperate and that the people will do anything to help themselves in their time of need even betray their own family. This is shown when the man says “People, arise! The world is dead.” This illustrates how the defender thinks that the world is corrupt. The attackers having waited for him by the bus stop shows that they knew that he would be there thus supports his son having a part in the gang. The ending is foreshadowed by the gang waiting for him to arrive, which shows...
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...Table of Contents Executive Summary 2 Problem Statement 2 Situation Analysis Company Objectives 2 Company Background 3 S.W.O.T. Analysis 4 Market Analysis 5 STEEPL 6 Consumer Analysis 7 Case Keys 8 Alternatives 9 Recommendation 10 Action Plan 10 Contingency Plan 11 Appendix A Exhibit 1 Segmentation Chart 12 Bibliography 12 Executive Summary MMI Product Placement Inc., established in 1985, is the pioneer in the business of product placement in Canada. MMI leveraged its relationship with the Canadian entertainment industry to incorporate its clients’ brands into films and TV shows. Greyhound, the country’s largest provider of intercity bus transportation, recruited MMI services to provide cost-effective ways to communicate its marketing message to consumers. Philip Hart, president of MMI, was preparing to make a final pitch to sign up Greyhound as client. For Greyhound, the major competitors include VIA Rail, owned automobile, and airline transportation companies. The consumer segmentation can be divided into three groups including college and university students, newer professionals and established professionals. The target market will be age 18 to 24 college and university young professionals. Philip Hart needs to decide which promotional vehicle would be best for Greyhound’s product placement. The alternative choices include to stick with traditional advertising, or product placement on TV series shows like “Corner Gas” or...
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...average rainfall for 2011 till april location JAN FEB MAR APR MUMBAI 110 65 11.9 32 NEW YORK 33 98 44 555 CAIRO 16 678 56 89.09 MADRID 79 11 77 32 TOKYO 444 98 123 123 TORONTO 22 232 445 45 DALLAS 40.98 54 66.01 77.8 AMSTERDAM 43 55 35 65 DELHI 45 122 64.03 132 CHILE 24 66.9 21 33.8 If there are images in this attachment, they will not be displayed. Download the original attachment Prepositions Exercises on Prepositions Prepositions are short words (on, in, to) that usually stand in front of nouns (sometimes also in front of gerund verbs). Even advanced learners of English find prepositions difficult, as a 1:1 translation is usually not possible. One preposition in your native language might have several translations depending on the situation. There are hardly any rules as to when to use which preposition. The only way to learn prepositions is looking them up in a dictionary, reading a lot in English (literature) and learning useful phrases off by heart (study tips). The following table contains rules for some of the most frequently used prepositions in English: Prepositions - Time English Usage Example on days of the week on Monday in months / seasons time of day year after a certain period of time (when?) in August / in winter in the morning in 2006 in an hour at for night for weekend a certain point of time (when?) at night at the weekend at half past nine since from a certain point of time (past till now) since 1980 ...
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...for owner Lisa Campbell. Decision-making and numerous situations are evaluated to ensure this decision-making will be best not only for the hotel but also that it will benefit the local islanders and the people who visit Kava temporarily. The Marriott Kava hotel is projected to be a medium size facility. The accommodations will ensure local islanders, patients receiving extended health care at the local cancer center, families, couples, and even business travelers will have a place to stay during their visit. The decision is if it will be more beneficial to build a standalone hotel in the middle of the island, merge the business with the local cancer center, or build the hotel near the airport ensuring it is near the new transit shuttle bus company. Building a standalone hotel ensures that if the tourism and visitor rate to the island increases the hotel will have no obligations and commitments to another company and able to focus on just providing space for guest of the hotel. The downside of this is that the business owner limits herself to other business opportunities if the standalone method is sought after. Business is based on the needs of living areas on a temporary basis. The developer that has come to the island to build housing projects for the locals will inadvertently be competition as more people may have the ability to afford long term housing solutions. During the completion of research it was noted that because of the numerous issues the island...
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...introducing a new product into its product line. I will decide whether run the project or not. Six issues will be discussed as follows 1) importance of energy cost; 2) project’s cash flows; 3) cost of capital; 4) choose an engine 5) evaluation 6) accept or reject. We should accept the project because of the positive NPV and high IRR. We will gain $532 million in wealth which is a big money on the scale like this. The company has a bond rating of AA that makes the risk relatively low. So we should definitely say yes. Issues Importance of Energy Cost Road King Trucks, Inc. is a truck manufacturing company. The new CEO Michael Livingston arranged a meeting with the firm’s top managers and engineers considering introducing a large, public transit bus into its current product line. As the oil prices keep going high and have no sign of decreasing. Mr. Livingston thought it would lead people more likely to use public transportation. The price of gas has gone up for the 30th day in a row, and with it tempers are rising. Increased demand for public transportation is expected to continue into the spring [1]. The impact of high oil prices makes people more willingly to use public transportation and there will be an increase of riders. The company should adapt itself to the changes of market. Now it is a fashion to be “Green”. People show great environmental consciousness to the world. It is wise to attract people with public transportation and fulfill their demands. Project’s Cash Flows (see...
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...Windshield Survey * Boundaries: The neighborhood is bounded to the east by Arverne and to the west by Rockaway Park. Large urban beach stretches for miles facing the Atlantic Ocean. There are “Welcome” signs apparent throughout the area. * Housing and zoning: A wide variety of housing types can be found in the area, including large apartment complexes and private one- and two-family houses. The rectangular, 13-stories high apartment buildings constructed in 1960s have large non-private yards and are in proximity to the shoreline. Houses vary in their design, size, and age. Most of them have private front- and/or back yards. The construction materials range from wood seen mainly on the older buildings to brick and siding on the newer. The houses are supplied with plumbing, heating, and air conditioning. Most if the houses and yards are in good condition and well taken care of. Some are newly remodeled. Sidewalks and streets show signs of repairs. There are nine residential zoning districts and one commercial in the community. * Open spaces: The beach and boardwalk are the center of various summer activities for people of all ages and many interests. The surfers, swimmers, and beach goers can enjoy the sand and the water as well as variety of concessions and outdoor activities. The lifeguards are on duty daily. There are many activity programs during summer available for children, teens, and adults. * Commons: The community seems to enjoy outdoors and spending...
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...Hybrid Bus Fact Sheet The region’s first biodiesel, electric buses will operate on area roads beginning summer 2010. Six new 40-foot Intercity Transit coaches Intercity Transit with a green “bubble” top will operate on a planet-friendly mix of biodiesel, ultra-low sulfur diesel, and electricity. The buses, funded largely with federal stimulus funds, will replace 14-year-old buses. What are the benefits of hybrid buses? Hybrid buses: • Significantly reduce emissions that cause smog, greenhouse gases, and public health issues, • Reduce fuel consumption about 25 %, • Require less maintenance, • Reduce diesel exhaust odor, vehicle noise, and • Have same operating reliability as traditional propulsion engine buses. How does the hybrid bus work? • Diesel-electric hybrid buses use both electricity and diesel, the same concept as hybrid automobiles. • Bus Batteries store energy and recharge when the bus decelerates. When demand for power exceeds battery capacity, the diesel engine provides extra energy. • The stored electricity is used for a cleaner and smoother propulsion. • A computer controls the output of the two power sources, diesel and electricity, so the buses always use the most efficient source. How were these buses paid for? Most of the cost was paid with federal funding. American Recovery and Reinvestment Act (ARRA) funds accounted for $2.33 million, $750,669 came from other federal funds, and $575,000 from Intercity Transit (local match). What...
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...In general, we use: * at for a POINT * in for an ENCLOSED SPACE * on for a SURFACE at | in | on | POINT | ENCLOSED SPACE | SURFACE | at the corner | in the garden | on the wall | at the bus stop | in London | on the ceiling | at the door | in France | on the door | at the top of the page | in a box | on the cover | at the end of the road | in my pocket | on the floor | at the entrance | in my wallet | on the carpet | at the crossroads | in a building | on the menu | at the front desk | in a car | on a page | Look at these examples: * Jane is waiting for you at the bus stop. * The shop is at the end of the street. * My plane stopped at Dubai and Hanoi and arrived in Bangkok two hours late. * When will you arrive at the office? * Do you work in an office? * I have a meeting in New York. * Do you live in Japan? * Jupiter is in the Solar System. * The author's name is on the cover of the book. * There are no prices on this menu. * You are standing on my foot. * There was a "no smoking" sign on the wall. * I live on the 7th floor at 21 Oxford Street in London. Notice the use of the prepositions of place at, in and on in these standard expressions: at | in | on | at home | in a car | on a bus | at work | in a taxi | on a train | at school | in a helicopter | on a plane | at university | in a boat | on a ship | at college | in a lift (elevator) | on a bicycle, on a motorbike | at the top...
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...Demerits of Elevated Metro Rail (C-B-M Route) : 1. Three main Arterial Roads i.e. Linking Road, S.V. Road and Link Road are strangulated forever. 2. MMRDA itself has planned 7 flyovers in Western Suburbs and 2 flyovers in Eastern Suburbs. All 9 Flyovers are scrapped to accommodate Elevated Metro Rail. 3. About One lac sft. of Footpaths are acquired to accommodate Elevated Stations. 4. There is no clue whatsoever about existing bus routes and Bus stops. 5. Vile Parle Station on S.V. Road adjoining high security runway of Juhu Airport is impossible at because the Metro Rail obstructs the flying path of Aircrafts. 6. 54% of the length of alignment is on Curves. Thus the speed planned at 80 kmph shall be restricted immensely. 7. One of the worst impacts is uprooting of 948 trees out of existing 1950 trees of several generations. 8. All options for optimizing and interconnection various modes of transport are clipped forever. 9. Elevated metro will be a huge liability to expand Metro rail itself in all future routes. Merits of Underground Metro Rail (C-B-M Route) : 1. Existing Urban Fabric not disturbed. 2. It will not Choke the only two Arterial Roads – S. V. Road and Linking Road in the Western Suburbs. These roads have less width (80’-0”) than the Metro station width (86’-0”) 3. Marginally Civil cost increase (approx 50% of overall cost) due to Tunnel Technology which is LESS...
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...Bus and Life What are the common transportations nowadays? Obviously bus nowadays has become one of the most common means of transport. Commuters and students choose bus as they found many advantages of this transportation. Across all income levels, the average number of trips made by bus per year is sixty six. Also, one bus can reduce seventeen times pollution than cars if the users switch from private vehicles to public transport. But the increase in bus fares recently stops people from riding the bus around. Evidently the rise in bus fares doesn’t only put an impact on people, it also creates lots of difficulties to reduce traffic jams and global warming. Therefore, we should not increase the price of bus fares in order to save the benefits of all the people and protect the environment. First, the increase in bus fares has a disproportionate effect to all the people especially low income families. For instance, people with a low income make three times as many bus trips as others with a higher income. Definitely the increase in bus fares most likely to hit the poor people who cannot afford it. The commuters who are willing take the bus to work also get hit from this issue. Why do people have to take buses instead of driving their cars to work which likely costs them the same amount of money? Of course nobody wants to give up their time and money sitting on the bus, which costs them the same price of driving cars. Also, as well as meeting the...
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...The Girl The girl in the black rain coat sat calmly on the newly finished bench waiting for the bus. It was a gray cement bench, with writing on the top, like a tombstone, definitely dedicated to someone whose name she couldn’t quite read. It didn’t matter anyway. It was raining hard enough to see the rain come straight down like elongated bullets. The bus arrived in the rain, spewing water on both sides. The girl in the black rain coat sauntered up the stairs of the Tri City Transit Bus, paid her fare, and found an empty seat on the crowded bus. Despite the rain coat’s unflattering bagginess, it wasn’t hard to tell she was a beautiful woman, drop dead gorgeous by anyone’s standards. Long hair black as a dahlia framed an innocent untanned complexion. The next stop came and its only passenger was quick to notice the girl in the black raincoat’s unusual beauty. Spotting lips as red as her cherry red boots, he approached her seat. Thrown off balance by her beauty, he awkwardly asked, “Excuse me, is anyone sitting here?” “No, feel free.” So he sat down next to her. More caught his eye. He saw a single drop of water running down her face. Or was it a tear, he thought. Noticing her eyes were shiny and wet, he believed he found an opening. “What’s a girl as pretty as you got to cry about?” He asked. She solemnly looked at him. “My boyfriend died, I’m heading to his funeral.” “I’m really sorry for you. Let me know if there’s anything I can do. I’m Joseph...
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...Task Two: Introduction We are all knew that most of organizations have gone through many changes in recent years. But what causes these changes? Surveys of a wide range of organizations show that most changes are the result of factors in the external environment, particularly the far environment. In this report, I will briefly talk about one of the largest transportation company in Kuwait “The Transport and Warehousing Group Co. (TWG) – Citybus, and this is followed by a brief analysis of the main groups of external factors through the six headings of Political, Economical, Social, Technological, Environmental and Legal Factors (PESTEL). Finally, I will identify five of the important stakeholders and their interest in the activities of the company. Company Profile | | | | | | | Transportation companies play an important role in our life. It is one of the most overlooked activities within modern society. One of the largest transportation companies in Kuwait is The Transport & Warehousing Group Co. (TWG) , which providing safe transportation means that are designed to meet the client's requirements. TWG is a public limited company listed on Kuwait Stock Exchange with a paid up capital of K.D 9,826,773, with the current market capitalization of over KD 140 million. The profit for the year 2007 was at KD 3.56 million. One of most important divisions of TWG is Citybus.For the past 40 years, the public transport sector in Kuwait was dominated by one...
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...Communication Strategy 8 Marketing Research 11 Marketing Organization 11 Action, Budget and Controls 12 Action 12 Budget 12 Control 12 Appendix 13 APA References 14 Executive Summary (whole story in 1 page, NOT Introduction) Current Market Situation Market Description Growth and Size Product Review Main Features Nocturnal it a bussing transportation service that will provide consumers, mainly students, with a safe guaranteed ride to the three main clubs in Lethbridge: Studio, Pulse and Boss Hogs. As well as return them to the University to provide the most convenience for our consumers. This service will be much more affordable and convenient than other current transportation services in the market, such as taxis and city bus transportation. This service fulfills the needs of its customers by providing safe guaranteed rides to and from the club at very reasonable rates and serving as the ultimate convenience. Product Line Nocturnal shuttle service will consist of one shuttle service in its first year of business. It will provide seating for up to fifty people and have an upgraded sound system to provide both a joyful and boisterous environment on the way to the destination and then a calming environment for the occupants on the return trip. It will...
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...When you do not commonly live in downtown, it is very easy to see many problems. Going down during an art festival as we did the list increased easily. The front-runner of problems was the parking issues. Finding a parking spot was as hard as finding a needle in a haystack some lots open some close but never letting one know if you can or cannot it was chicken shoot. If you wanted to be close to the festival hope you have deep pockets the lot closest always run the most. Since the distance between the major hot spot downtown, the Landing the cost goes up and stays up. Your left with the choice try to park close or park far away and walk the long distance to festival. One obvious solution would be the lots having better management so one could be aware that the lot is open or closed. Too many times it was reported that pull up to lot entrance to find it unattended or the closed sign hidden well within the driveway. Once a spot is found close is costly less distance to walk, cheap hopefully you have your walking shoes on its going to a walk to the set meeting point. The “Landing” would be the starting point of this adventure after a long frame of time until the group was all caught back up the festival was a few blocks away. In the travel from the Landing to the festival many people took notice of an old dilapidated building. It looked as if the lower half was once a bank, but the rest of the building old office look as if it was getting ready fall over. The building covers...
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