Browse our collection of papers in
Services Marketing
C/M/1427. Service Marketing: theory and case study of Hilton Hotels
- WORDS:
- 4150
- DATE:
- 2010
- PRICE:
- 49.99 GBP
The paper considers different aspects of service marketing including service gaps, service design, service delivery, service failure, and service recovery. Application of the service marketing principles is examined using the case study of Hilton Hotels and applying the SERVQUAL model to describe the service design of the company.
KEYWORDS: Service Marketing, Hilton Hotels, SERVQUAL,
S/M/504. Services marketing in TUI Travel
- WORDS:
- 3000
- DATE:
- 2009
- PRICE:
- 39.99 GBP
The paper looks at the brand management and customer service in TUI Travel examining the role of third party evaluation in the service industry, outlining prerequisites of effective service advertising, highlighting the significance of relationships with suppliers in emerging markets, and addressing the issues of company reputation, service quality and customer's response to service failure with reference to TUI Travel's practices.
KEYWORDS: TUI Travel, brand management, customer service, service industry,
C/M/1171. Product Marketing
- WORDS:
- 1000
- DATE:
- 2009
- PRICE:
- 19.99 GBP
The paper examines the difference between product and service marketing explaining the use of the marketing mix (4Ps) perspective, discussing the role of trends in product policy, comparing the approaches to branding and positioning in different countries, and assessing the need of new product development.
KEYWORDS: Marketing, branding, positioning, new product development, marketing mix,
C/T/95. Hotel businesses in UK: marketing approach
- WORDS:
- 2400
- DATE:
- 2009
- PRICE:
- 29.99 GBP
The paper looks at the marketing strategy for hospitality enterprises within the UK hotel industry. The problems and barriers faced by hospitality businesses in the UK are identified, the importance of service marketing is highlighted, the issue of ownership in the hotel industry is addressed.
KEYWORDS: Hospitality, hotel industry, service marketing,
C/M/1068. Services Marketing: review of research papers and case study of TUI Travel
- WORDS:
- 3000
- DATE:
- 2009
- PRICE:
- 39.99 GBP
The paper looks at the features of service marketing in the travel and tourism industry offering a case study of the international company TUI Travel. The issues of brand and customer service management in the company are addressed making references to several studies on the theory of promotion and advertising that may help TUI Travel to improve their marketing practices.
KEYWORDS: TUI Travel, Services marketing,
S/M/467. Service Marketing Problem Analysis of Tesco.com
- WORDS:
- 3200
- DATE:
- 2009
- PRICE:
- 39.99 GBP
The paper addresses the complaints of Tesco customers about the quality of the company's online service describing their e-commerce website, reviewing literature on the theory of service marketing and quality management, and applying the marketing mix model to the analysis of Tesco's problem. Steps are recommended to recover the quality of the online services using the SERVQUAL model.
KEYWORDS: Tesco, online services, service quality, marketing mix, SERVQUAL,
S/M/457. Customer Service of Orange: Problems, Analysis and Solution
- WORDS:
- 3400
- DATE:
- 2009
- PRICE:
- 39.99 GBP
The paper reports on the UK mobile phone network Orange outlining their problems related to customer service, presenting a review of literature on the theory of service marketing, identifying typical gaps in quality service to customers, and offering suggestions to resolve the issues of Orange customer services.
KEYWORDS: Customer service, Orange, complaints, service marketing,
C/M/789. A 'Mystery Shopper' visit to a leisure centre
- WORDS:
- 2400
- DATE:
- 2008
- PRICE:
- 29.99 GBP
The paper presents an overview of a 'mystery shopper's visit to Armley Leisure Centre in Leeds drawing upon the 'Quest' checklist to evaluate the effectiveness of the Centre in delivering high quality customer experience. References are made to Quest guidelines and academic literature related to leisure centre management.
KEYWORDS: Mystery shopper, Armley Leisure Centre, Quest guidelines, benchmark standards, facilit,
C/M/979. What is customer service strategy and why is it important for organisations to have one?
- WORDS:
- 2100
- DATE:
- 2008
- PRICE:
- 29.99 GBP
The paper examines the importance of customer service for organisations reviewing the basic CRM theories on service and customer care, and presenting a case study of the UK telecommunication company BT. The characteristics of the service provision are defined addressing the issues of service supply and demand, the elements of a customer care strategy are outlined.
KEYWORDS: customer, service, strategy, organisations, one,
S/M/415. Service Marketing Management: EBay and Amazon
- WORDS:
- 3100
- DATE:
- 2008
- PRICE:
- 39.99 GBP
The paper reports on the practices of the EBay and Amazon highlighting the benefits of their retailing and service facilities, comparing the structure of their consumer demand, describing the so-called 'servuction model', the features of services delivery ('servicescape'), consumer expectations, etc. Gap analysis is conducted of the discrepancies between consumer expectation and management perception of service quality in EBay and Amazon. Recommendations are suggested about the companies' opportunities.
KEYWORDS: Service Marketing, EBay, Amazon,
C/M/441. Services Marketing: Air Travel Sector
- WORDS:
- 2300
- DATE:
- 2007
- PRICE:
- 29.99 GBP
This study reports on the air travel sector. It assesses the current marketing environment of the sector, underlines the opportunities and threats facing the sector. Through two principal European air travel service providers?British Airways and RyanAir representing the lower and higher end of the air passenger market, respectively, the report advances how airliners can simultaneously fend of the threats and exploit the opportunities. Commonalities and differences between the service marketing strategies of the two companies show how differently they respond, and are positioned to win the competition. Key strategic service marketing issues associated with British Airways and RyanAir lead to thinking the Internet is the new frontier of services marketing. The report concludes effective deployment of eCRM practices would be critical to retain and attract customers, and may have long-term benefits in reducing cost as well as improving the bottom-line.
KEYWORDS: Services Marketing, Airline, Air Travel, Marketing, Management,
C/M/443. Making service accessible: Vodafone
- WORDS:
- 1100
- DATE:
- 2007
- PRICE:
- 19.99 GBP
There has been a barrage of literature on the topic of making service accessible in the past few years. The primary focus this paper will be to investigate the relationship between the theory related to the one of the more recent service marketing topic i.e. making services accessible and actual marketing practice in a UK service organization vis-?-vis Vodafone. To begin with the paper will first discuss the theoretical perspective on the issue and then critically evaluate the marketing practice in Vodafone to establish any relation between theory and practice.
KEYWORDS: Vodafone, theory and practice, service marketing,
C/M/450. British Airways ? Services Marketing
- WORDS:
- 3000
- DATE:
- 2007
- PRICE:
- 39.99 GBP
This paper examines British Airway's strategy to differentiate by offering high quality services. The research will be linked to theoretical marketing concepts such as the 7P's of services marketing mix, the flower of services, the positioning map and customer relationship management.
KEYWORDS: British Airways, services marketing, marketing mix, flower of services, customer relat,
C/M/606. Issues in the Service Delivery Management: Case study of EAT.
- WORDS:
- 4300
- DATE:
- 2007
- PRICE:
- 49.99 GBP
The paper explores the issues related to service delivery management with a special focus on the service quality, customer perception, brand image, market segmentation and market positioning. Literature on these topics is reviewed to develop the theoretical understanding of these issues. A case of medium-sized fast food retailer EAT is analysed to explore the practical relevance of these ideas. The analysis proved that the above mentioned aspects of business management played a key role in the sustained expansion and continued success of EAT. All data used for this paper is obtained through secondary sources using the library for books and literary journals. All sources used are peer reviewed and academic in nature.
KEYWORDS: Service delivery, market segmentation, service quality, brand image, Eat,
C/M/627. Service Marketing: Case study of Mobil
- WORDS:
- 2400
- DATE:
- 2007
- PRICE:
- 29.99 GBP
The paper reports on global oil company Mobil analyzing their core product, actual product and augmented product, and discussing whether the augmented service offerings by Mobil may be useful when planning its product strategy. The data used for the analysis is drawn from secondary sources including academic journals and books. The analysis shows that with the oil prices continuously rising, Mobil needs to establish direct relationship with the consumers to retain and increase its market share in Australia and globally.
KEYWORDS: Mobil Australia product oil, direct marketing,
C/M/278. The Analysis of General Electric Medical Systems
- WORDS:
- 2300
- DATE:
- 2006
- PRICE:
- 29.99 GBP
This paper is the analysis of General Electric Medical Systems (GEMS) a provider of medical technology, services and productivity solutions, also representing a business segment of General Electric (GE) Conglomerate. Main focus of the report is on GEMS customer service operations. Considers growth strategy of the company, strategic focus on medical services, analyzing growth opportunities and challenges. Discusses the reasons for success of TiP TV utilizing technology program. Presents SWOT analysis of both GE company and GEMS.
KEYWORDS: electric, medical, systems,
E/M/145. Services marketing: theory and examples
- WORDS:
- 3500
- DATE:
- 2006
- PRICE:
- 39.99 GBP
The paper examines the importance of services marketing in contemporary hyper-competitive environment. Key elements and characteristics of services are outlined, value adder services are defined, the issues of relationship marketing, innovation, quality, consumer behaviour, etc. are addressed discussing customer expectations towards the services.
KEYWORDS: Services, relationship marketing,
E/M/196. Individual Report of the Case Study ? Sullivan Ford Auto World
- WORDS:
- 4500
- DATE:
- 2006
- PRICE:
- 49.99 GBP
The paper examines the features of car marketing comparing it to the marketing of car services and conducting a case study of Sullivan Ford Auto World with the focus on the problems of quality and customer satisfaction. Recommendations are suggested for the company's management about the marketing of their Service department.
KEYWORDS: Sullivans Auto, car marketing, car service, quality,
E/M/59. Customer research in restaurant business
- WORDS:
- 5500
- DATE:
- 2006
- PRICE:
- 59.99 GBP
The paper examines the practices of interacting with customers in restaurant business focusing on the problems of customer satisfaction and services management. The concept of service is discussed highlighting the key aspects of restaurant experience, i.e. the first impression, human interaction, etc. Marketing mix analysis of the services industry is conducted, the methods of SERVQUAL analysis are described with respect to restaurant business research including the models of knowledge gap, quality gap, etc. Types of marketing in the service sector are outlined.
KEYWORDS: customer, research, restaurant, business,
P/M/586. Use of IT in customer service
- WORDS:
- 2000
- DATE:
- 2006
- PRICE:
- 29.99 GBP
The paper investigates the use of information and communication technology in customer service outlining its advantages and disadvantages for both customers and employees. The examples of an advantageous use of technologically-centred service by Firstdirect, Argos and other companies are discussed.
P/M/628. Customer relations in water services market: case study
- WORDS:
- 1000
- DATE:
- 2006
- PRICE:
- 19.99 GBP
The paper analyses the strategy of Anglian Water Services (AWS) towards their customers reviewing the implications of the water services market deregulation, the role of customer service in securing new funds, the changes in AWS organisational culture, etc.
KEYWORDS: Anglia Water Services, deregulation, customer service,
P/M/673. Sustaining differential advantage in service business
- WORDS:
- 3000
- DATE:
- 2006
- PRICE:
- 39.99 GBP
The paper examines the difficulties of sustaining differential advantage in the service business, particularly in the UK telecommunications sector. The causes of difficulties are outlined including the intangibility of the service, few barriers to competitors entry, etc. Keys to success are identified, recent trends in the service sector are reviewed discussing the role of quality, reliability, empathy, responsiveness, etc. in sustaining differential advantage within the sector.
KEYWORDS: Differential advantage, services, telecommunications,
S/M/143. Consumer behaviour in the financial services environment
- WORDS:
- 4900
- DATE:
- 2006
- PRICE:
- 49.99 GBP
Firms are continually seeking ways to enhance customer value, retention and loyalty and decrease defection to other competing services in the same industry. In order to maximize profits and achieve competitive advantage, financial service firms must become more customer oriented, understand the needs of their consumers in addition to establishing long lasting relationships. The following essay analyzes how and why firms must become customer oriented in order to succeed and survive in the future. A series of theoretical applications and applied examples will be presented to further understand the psychology of the consumer. In addition, an emphasis on the relation between service and quality in marketing will be examined upon which an overall conclusion will be reached regarding the subject.
KEYWORDS: consumer, behaviour, financial, services, environment,
C/M/197. Important marketing issues for car insurance companies
- WORDS:
- 3100
- DATE:
- 2005
- PRICE:
- 39.99 GBP
The present paper investigates two issues which are critical for the success of car insurance companies. These issues are consumer behaviour and customer care. Through the discussion of various views regarding consumer behaviour the paper outlines the importance of understanding customer behaviour. This type of knowledge allows companies to adjust their service concept to meet customer expectations, retain existing customers and attract new ones. The discussion of customer care issue shows that it is a must for today service providers maximise their care about customers. The paper views these issues within the frame of relationship marketing and shows the advantages which insurance companies might attain by excelling customer care approach.
KEYWORDS: marketing, issues, car, insurance, companies,
C/M/234. Service Quality in Financial Services of HSBC
- WORDS:
- 4000
- DATE:
- 2005
- PRICE:
- 49.99 GBP
This report aims to define the importance and the concept of service quality in financial services of the selected branch of HSBC. The author also presents literature review and recommendations on the effective service provision of the branch.
KEYWORDS: service, quality, financial, services, hsbc,
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