established in 2001. The purpose of the partnership is to set up efforts in promoting Suntec Singapore, and the surrounding hotels and adjacent infrastructure as a unique and fully integrated convention city (Suntec Singapore, Media Release, and 2 March 2004). The initiative partners are Suntec Singapore, hotels including Conrad Centennial Singapore, Pan Pacific Singapore, Ritz-Carlton Millenia Singapore, Mandarin Oriental Singapore, Marina Mandarin Singapore, Fairmont Singapore and Swissôtel The Stamford
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effective service recovery which shows the viewpoints such as the customer-oriented commitment, empower the front-line employee and how to make brilliant recoveries. All of these statements are based on the numerous authority investigations with the real cases existing in today’s hospitality industry. The paper also discuss the failure prevention and service guarantees which are closely related to service recovery and introduce the dominant point “prevention is better than cure” . The goal of this
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customer loyalty serves as insurance against the risks of a commodity being viewed as replaceable or interchangeable. In Exceptional Service, Exceptional Profit, Leonardo Inghilleri and Micah Solomon share a variety of techniques pioneered by the Ritz-Carlton hotel chain, Netflix movie rental service, and other companies that have earned a loyal customer base. From mastering the four elements of customer satisfaction to handling service failures to personalizing the online experience, organizations can
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Trivikram Apte Vinayak Pareek Yan Yan Huang House of Tata – Acquiring a Global Footprint Executive Summary What and how did TATA emerge as a Multi Brand? Founded in 1868 by Jamshetji N. Tata as a trading firm Textiles in 1874 India’s first luxury hotel in 1903 First private steel company in 1907 First airline in 1932 First software firm in 1968 Liberalization of the Indian Economy and the changes that it brought to TATA’s way of doing business Ratan Tata becomes chairperson in 1991 • • First objective:
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more of a strategic role in the company. The first step should be to obtain the relevant information about projected revenues and costs and do a careful analysis of the likely profitability of developing the new, smaller customers. Here’s how the case might be used in a class discussion. First, ask the class to identify the types of costs likely to be incurred by this company in providing its service. The answers are likely to include labor costs and materials for cleaning and maintenance, in
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NATIONAL ECONOMICS UNIVERSITY BTEC HND IN BUSINESS (MANAGEMENT) Assignment Cover Sheet NATIONAL ECONOMICS UNIVERSITY BTEC HND IN BUSINESS (MANAGEMENT) Assignment Cover Sheet NAME OF STUDENT | Nguyễn Hùng Chiên | REGISTRATION NO. | 10120115 | UNIT TITLE | Business Environment | ASSIGNMENT TITLE | Individual Assignment | DURATION | | ASSIGNMENT NO | 1 of 2 | ASSESSOR NAME | Daniel Vanhoutte | SUBMISSION DEADLINE | Tuesday, 16 October 2012 | -------------------------------------------------
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How to Fight a Price War By Akshay R. Rao, Mark E. Bergen and Scott Davis IN THE BATTLE TO CAPTURE THE CUSTOMER companies use a wide range of tactics to ward off competitors. Increasingly, price is the weapon of choice – and frequently the skirmishing degenerates into a price war. Creating low price appeal is often the goal, but the result of one retaliatory price slashing after another is often a precipitous decline in industry profits. Look at the airline price wars of 1992. When American
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1.0 INTRODUCTION: SHANGRI-LA HOTELS & RESORTS [pic] The hospitality industry constitutes an economic sector with the fastest growth worldwide. At present, the industry continues to receive recognition as a profitable and progressive industry. The hospitality industry offers diverse opportunities for employees and varied services and features to customers. This means that overall industry actual and potential provisions are unlimited, which accounts for continuous shifts or adjustments
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SERVICE RECOVERY IN HEALTHCARE Customers’ satisfaction with a company can be profoundly impacted due to service failures and subsequent efforts of recovery. This is especially so in the healthcare industry where service recovery covers a vast range of complex issues and highly emotional patients (Berry and Bendapudi, 2007) whose level of tolerance is usually lower after a service failure (Matilla, 2004). Therefore, the need for service recovery strategies is very important. The purpose of this
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Jennifer DiTomasso Jacobsen U63594427 January 31, 2005 Case Study: South American Adventures Unlimited 1. To what extent does project management apply to Adventures Unlimited? Each one of their tours is an individual project, since each has a beginning, middle, and end, which have classic project phases, including a definition or selection phase, a planning phase, and an execution phase. Project management involves budgeting of resources, and their resources include their administrative
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