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Lecture 2

Course: ECON 6120, Spring 2011
School: University of Ottawa
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ECON3050A Lecture2 00:0023:59 IntroductiontoFinancialEconomics Lecture2 TheAssetMarketMicrostructure Wehadpreviouslyarguedthatthemarketpriceofanassetwasdeterminedbyinvestorswillingtoholdthe existingstockofanassetintotali.e.itstotalsupply. Analternativeapproachtoassetpricedeterminationistoconsidertheflowofassetpurchasesequaltotheflow ofsalesoveragiventimeinterval....

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ECON3050A Lecture2 00:0023:59 IntroductiontoFinancialEconomics Lecture2 TheAssetMarketMicrostructure Wehadpreviouslyarguedthatthemarketpriceofanassetwasdeterminedbyinvestorswillingtoholdthe existingstockofanassetintotali.e.itstotalsupply. Analternativeapproachtoassetpricedeterminationistoconsidertheflowofassetpurchasesequaltotheflow ofsalesoveragiventimeinterval. Thisimpliesthatthetotaldemandbyinvestorswhowishtoincreasetheirholdingsofthisassetequalsthetotal supplybyinvestorswhowanttoreducetheirholdings. WestartbyconsideringthefunctionsandparticipantsofFinancialMarkets. WhatisaMarket? Itisasetofarrangementsthatallowsparticipantstoreachvoluntaryagreements.Wewoulddefine; Asetofarrangements thatincludinglargelyunorganizedmarketse.g.foreignexchangemarkets alsoincludeshighlyorganizedmarketssuchasFutureMarkets Agreements maybeformalorinformalcontracts theyarevoluntarywiththeimplicationthatthesanctionsofthelawcan beinvokedtoensurecompliance. FunctionsPerformedbyMarkets 1.SpreadinformationtopromotePriceDiscoveryi.e.pricesatwhichtradescanbemade. 2.ProvidesaTradingMechanismthatmakespossibleagreementstotakeplace.Thiswouldincludebuyers beingabletocommunicatewithsellers. 3.Enablestheexecutionofagreementsi.e.thereisacontractsettlementfunctionthatensuresthattermsof theagreementarehonored,and (i)confirmstransactions (ii)clearsthetradei.e.newownershipisregistered (iii)thereisasettlementofaccounti.e.moneypayment. FinancialExchangesareassociatedwithadesignatedClearingHousethatsupervisesandadministers proceduresforcontractsettlementandthesafecustodyofassets. Themarketfunctionsareperformedbyitsparticipants.Inadditiontoauthoritiesthatregulatemarkets,thereare 3broadgroups; 1.PublicInvestorsowntheassetsandaremotivatedbyreturnfromholdingassets.Theyareindividuals, trusts,pensionfunds,otherinstitutions. 2.Brokersactasagentsforpublicinvestorsandaremotivatedbycommissionfeesforservices,donottrade ontheirownaccount,butforothers. 3.Dealersdotradefortheirownaccount,makeaprofitthere,notfromholdingtheasset.Theymakeaprofit fromthedifferenceinthebid/askpricei.e.thespread. Theyarenotmutuallyexclusive;brokersmayactasdealersaswellasholdassetsoftheirown.Also,inmany marketstherearedesignateddealerswhoensurethatthetradingmechanismfunctionssmoothlytheyactas marketmakers.Inreturntheyaregrantedprivilegedaccesstomarketinformation. Inthe1990swiththeemergenceofelectroniccommunicationnetworks,exchangeslargelyreplacedthis processbyadoptingthenewtechnology. TradingMechanisms Theyfallinto2categories;(1)quotedriven(2)orderdrivenmarkets.Thesemarketsnowoverlap.Lets considerthemseparately. QuoteDrivenMarkets(dealermarkets) Dealerquotebidandaskpricesatwhichtheyarepreparedtobuyandsellspecificquantitiesofasasset (stock).NASDAQisaquotedrivenmarket. (1)Thesemarketsneedmechanismstomakeavailabledealerspricequotes. (2)Regulatetheconductofdealers (3)Administerthesettlementofcontracts InNewYorkitsNASDAQ,inLondonitstheSEAQsystem,inTorontoitstheTSE.Dealersmustadheretothe marketauthoritysrules.Bidandaskpricesmustbefirmpricesuptoaspecifiedvolume. ConsiderFig.2.1onpage37Flowdemandandsupplyforasingleasset.Thisisdistinctfromthestock demandandsupplyfunctionsofFig.1.1whichexpressthepreferencestoholdanasset.Herethebuyerpays theaskpriceandthesellerreceivesthebidprice.Thedealerreceivesthespreadbetweenthe2prices. Note: differentdealersmayofferdifferentbidaskspreads tradestakeplacesequentiallyi.e.theobservedtransactionpricedependsonwhetherasaleorpurchasehas takenplace. dealersmayalsonegotiatespecialpricesforlargetransactionsathighestbidoraskprice(mostfavorable priceforcustomer). OrderDrivenMarkets(AuctionMarkets) Marketparticipantsissuesorderstobuynorsellatastatedprice.Thepriceisthenadjustedbytheauctioneer untiltotalorderstobuyequaltotalorderstoselli.e.findthemarketclearingprice.Thissearchingprocess approximatestheWalrasiantatonnementprocessi.e.groupingforaclearingprice. AnExampleLondonGoldFixingPrice: Twotimesaday,5bulliondealersmeetinRothschildsBanksFixingRoom.Thechaircallsoutastartingprice. Afterconsultingwiththeirofficesviaphone,thedealersreporttheirnetpurchasesorsalesatthatprice. Chairmanaddsupsalesatthatprice.Iftradesdonotbalance,hecallsoutanewprice.Processcontinuesuntil alldealersacceptthenewprice.Thisisacallmarketprocess.Itisalsoadiscreetprocesssincethepriceis determinedalimitednumberoftimesaday. ThisprocessalsoappliestoUStreasurybillsandbonds,sometimestonewshareissues.Inrecentyears, continuoustradingsystemsforsecuritieshavereplacedmanycallmarkets. Incontinuousauctionmarkets,investorsdirecttheirorderstobrokerstobuyorsell.Therearemanydifferent kindoforders.Bestknown; Limitorderstobuyorsellasetnumberofsharesataspecificpriceorbetter.Investorscanalsolimitthe lengthoftimetheordercanbeoutstandingbeforeitiscancelled.Suchordersaregoodforlowvolumeor highlyvolatilestocks.Getsthebrokerahighercommission. Marketorderstobuyorsellastockimmediatelyatthebestavailableprice.Theseareunrestrictedorders usefulforhighvolumestockswerethespreadbetweenaskandbidpricesaresmall. Bothtypesofordersareknownaspublicordersi.e.fromoutsidetheexchange.Notethatoutstandinglimit ordersaregenerallylistedinalimitorderbook. Automatedtradeexecutionsystemsnowtakecareofallofthis.ItusedtobethatattheNYSEandTSE, specialistswererequiredtobuyandsellsuchsharesandcoulddealasprinciplesontheirownbehalf.This alwaysensuredapriceatwhichtradingcouldtakeplace.Theprocessusedtobeanopenoutcrysystemin whichfloortradersshoutedordersandcommunicatedamongthemselvesinatradingpitusinghandsignals. Nowtherearemostlyelectronictradingmechanisms.Still,theCBOTChicagoBoardofTrade,workstheold fashionedwayinsomeproductareas. ComparingQuoteDrivenandOrderDrivenMarkets Considerliquidityandtransparency Aliquidmarketisacontinuousmarket.Anyamountofstockcanbeboughtorsoldimmediately.Suchamarket isalsoanefficientmarket.Smallorlargequantitiesofstockcanbeboughtorsoldatanytime,verynearthe currentmarketprice.Amarketisonlyilliquidifthereisnoresponsetoanoffertobuy/sellaquantityofstockat thecurrentprice. Transparencyisthedegreetowhichinvestorscanobserverecenttrades.Thisisimportantbecausesuch informationisrelevanttoforecastingfuturepricesandwhetheratradewouldbeexecutedatthereportedprice. Inprinciple,bothquoteandorderdrivenmarketsshouldresultinthesamemarketpriceifalltradesinastock aremadepublic.However,quotedrivenmarketstendtobemorefragmentedbecause(i)differentdealers quotedifferentbid/askpricesand,(ii)someexecuteddealsdonotbecomepublicinformationimmediately,but arepublishedwithadelay. Orderdrivenmarketstendtobemoretransparentandtheexistenceofalimitorderbooktendstomakethe marketlessfragmentedsinceitsavailabletopublicview,forexampletheconsolidationtapeinNewYork providesinformationaboutpriceandquantitytraded. Nevertheless,investorsmayprefertheopportunitytonegotiatewithdealersinquotedrivenmarkets,especially ifthedealinvolvedalargeblockofshares.Notonlywouldtheybeabletogetagooddealfromthedealerand therewouldbeatleasttemporaryprivacybecauseofadelayinpublishing. Areliquidityandtransparencyalwaysdesirable? Liquiditymightbebeneficialforanyindividualinvestor,but,becauseofitsconsequencesforassetprice fluctuations,costlyforinvestorsingeneral.Itraisestheissueofprivateversussocialbenefits.However, restrictingliquiditywoulddeterwealthholdersfromholdingliquidassetswhichwouldaffectproductive investments.Asfarasmarkettransparencyisconcerned,visibilityoftermsandconditionsofalltransactions maydetersometrades. IndustrialOrganizationofFinancialMarkets ControlofMarketInstitutions Whileforeignexchangemarketsareaninformalnetworkofbanksandotherfinancialcompanies,thereare moreformallyconstitutedexchanges. 1.MutuallyOwnedCooperativestheyarecontrolledandmanagedbyitsmembers.Itcontrols;(i)market facilitiesi.e.computernetworks,dedicatedphonelines(ii)itwritesthemarketrulebookforitsmembersand administersit.(iii)Itsmembershipconsistsofdealers,brokersandpublicinvestors. 2.ShareholderOwnedCompaniestheyarelegallydistinctfrommarketparticipants.Itownsandoperatesthe exchange.Sharescanbeprivatelyheld,ownedbythestate.Asapubliccompany,sharescouldbetraded. Membersmaywhollyorinpartowntheshares. MostFinancialExchangesstartedlifeasMutuallyOwnedCompaniesTSE,NYSE,NASDAQ,LSE,CBOT. Inthelate1990stheytransformedthemselvesintoshareholdercompanies,followedbymergersand takeovers.Thisreflectsthechangesbroughtaboutbyadvancesininformationtechnologyi.e.reducedcostof sharetrading,greatercompetitionandglobalizationthathaspromotedinternationalcapitalflows.Exchanges havemovedfromhighlyregulatedorganizationwithmonopolypowertofirmsthatfacecompetitionforthe servicestheyoffer. Shoulditmakeanydifference? 1.MutuallyOwnedCooperativesaretheoldfashionedwayoftrading. Theyoperatedintheinterestofexistingmembersorasubsetofmembers. Itwasusefulwhenownersarealsocustomers(dealers,brokers).Theywereabletorewardexistingmembers by(i)restrictingmembership(ii)favoronegroupofmembersoveranother(iii)discriminateagainstothermarket participants.Theyalsoresistedinnovation. 2.ShareholderownedCompanies Motivatedbyprofit,madebychargingfeesforuseofmarketfacilities. Theyarelessanxiousabouteffectsoftechnologyandfinancialinnovations Theyarelesslikelytorestraincompetitionamongmemberandnonmemberfirms. Theyencouragecompetitionifitresultsingreatertradingvolumeandprofitsfortheirshareholders. Ofcourse,thenatureandextentofcompetitionisaffectedbyregulations. Theseareverycomplexexchangesthemselvesarepartoftheregulatorymechanism.InCanada,the RegulationsofFinancialMarkets regulationsaremanagedbytheInvestmentCanadaAct,administeredbyIndustryCanada.IntheUS,the SecurityandExchangeCommission(SEC).IntheUK,theFinancialServicesAuthority(FSA). Theprotectinvestorsfrompracticesandconductthatisseenasunfairorisfraudulent. Theyencouragecompetitiontobenefitinvestors. Manyoftheregulationsinfinancialmarketsareoftheselfregulatingkind. CompetitionWithinandAmongFinancialMarkets Investorscantakeassetpricesasgiven,andbeingbeyondtheircontrol.However,brokersanddealer servicesmayoffernonpricecompetitiveelementstopromotethemselvesi.e.markettheirservices. Exchangesandtheirregulationscanhavetheeffectofrestrictingcompetitionamongmarketparticipants. 1.membersmustoftenprovidecapitalasaguaranteeagainstdefaultorfraud.Itcanbeconsideredthecostof doingbusiness,butitcanalsobeusedtolimitthenumberofmembers,thusreducingcompetition. 2.Exchangesappointindividualmarketspecialiststotradeinspecificsecuritiesfortheirownaccount(market makers).Thismonopolypowerisgiventothembecauseoftheirobligationtoquotefirmpricesguaranteedfor tradewithothermarketparticipants. 3.Membersofanexchangemayberestrictedintheirtradingactivityoutsideoftheexchange. Thereissomeevidencethatdealershavecolludedregardingassetpricing.Seepp4445. TradingandAssetPricesinaCallMarket Modelingtheflowoftradinginanassetmarket: a)marketparticipantsaredividedinto3groups:(i)informedinvestors(ii)uninformedinvestors(noisetraders) (iii)marketmakers. b)investors(i)and(ii)arepublicinvestors.Marketmakersexisttoensureapricethatbalancespurchasesand salesbypublicinvestors. c)All3participantsareassumedtoberiskneutral. Theexchangeofassetstakesplacefor2reasons; aninformationmotiveinvestorsseektomakeaprofit(avoidaloss)basedonthebeliefaboutfuturepayoffs. Liquiditymotiveraisefundsforconsumption,meetfinancialobligations,orinvestsavings. Bothmotivesareattributedtotheuninformedinvestorwhoseactionsarerandomandexogenous.Thetotal amounttraded,U,bytheuninformedinvestorisassumedtobeanormallydistributedrandomvariablewith Expectationsof(u)=0andthevariance=2(u).ThenU=N(0,2(u)).UandVareusedtolabelrandom variableswhileuandvdenotetherespectiveoutcomes. Itisassumedthatthereisoneinformedinvestorwhoactstoprofitfrominformationaboutthepriceoftheasset. (info.isimperfect)BoththemarketmakerandtheinformedinvestorbelievethatthevalueoftheassetV,is determinedbyanormaldistribution,withexpectationvandvariance,Var(v)suchthatV=N(v,Var(v)).The informedinvestorhasknowledgeoftheoutcomev,notjustknowledgeofthedistribution. Marketmakersdonotobservethepriceoutcomev,butdoobservetheaggregatetrade,yofinformedand uninformedinvestors. Neithermarketmakersnortheinformedinvestorobservetheamounttradedbyuninformedinvestors,butboth knowthedistributionfromwhichitisdrawn. Marketmakersareassumedtobecompetitivei.e.thepricechosentomaximizeexpectedprofits(conditional ony)issuchthatthelevelofexpectedprofitiszerothehighestthatcanbeachieved. Stepsinpriceformationare: Informedtraderlearnsv,theoutcome,andchoosesanamountofassetstotrade,x,tomaximizeexpected profits. Tradebytheuninformedinvestors,u,isdeterminedrandomlyfromN(0,Var(u)) 1.Onreceiptofmarketorders,marketmakersareseeingy=x+u,settheprice. Kyle(1985)showsthatthemarketprice,p(y)andtheamounttradedbyinformedtrader,x(v)aregivenby, P(y)=v+2(v/u)yandx(v)=(u/v)(vv) Marketmakersobservey,butcannotobserveuandxseparately,sothattheequilibriumpricedependsony alone. Insightsfromthemodel: 1.Itshowshowasymmetricinformationcangeneratetradeandhowmarketmakerscansetpricesto equilibratethemarketeventhoughtheyhavelessinformationthentheinformedinvestor(theyonlyknowy). 2.Assumethattheinformedtraderisimportantbecausev,theoutcomeislargerelativetou. 3.Ifmarketmakersobservealarge,positivey,thepricewillrisesignificantlyabovevbecausethemarket makerassumesthattheinformedtraderhasinformationthatvishighandthereforesetsthepricehigherto avoidlosses. 4.Buttheinformedtraderknowsthattheuninformedtradersdontvarytrademuch(smallu).Therefore, whenvisknowntobehigh,theinformedtraderlimitsthesizeofx(v),otherwisethemarketmakerwouldraise thepriceabovethelevelthatwouldmaximizehisexpectedprofit. 5.Alternatively,supposeuninformedtradersareimportantbecausetheirtradesvaryaloti.e.u>>>v.Now pricevarieslesswithrespecttototaltradeybecausethemarketmakerrecognizesthatmostofthevariations intradecomefromtherandomfluctuationsinuninformedinvestorstrades.Theinformedtraderwillnowissue ahighdemandforx(v)becausethemarketmakernowhasdifficultyindistinguishinghimfromtheuninformed traderssincethemarketmakeronlyseesy. Themodelcanbeinterpretedasatheoryofinsiderdealingwiththeinformedinvestorastheinsider. Nevertheless,theassetmarketisefficientsincethemarketpriceequalstheexpectationsofVconditionalony. BidAskSpreads:inventorybasedmodelsvs.informationbasedmodels Bothmodelsassumethat; Therearemarketmakersandpublicinvestors Marketmakersareassumedtobedealerswhoquotebidandaskpricesatwhichtheyguaranteetobuyand selltheassetuptoagivenvolume. Publicinvestorsareinformedanduninformedinvestors. Modelsignoredealerswhoarenotmarketmakers. Brokerageservicesarenottreatedseparatelyfromthoseofmarketmakers.Thebidaskspreadtherefore includesalltransactioncostscommissionsplustaxes. Investorsareassumedtoarriveatmarketinarandomflowandissueorderstobuy/selloneunitoftheasset, executedattheask/bidpricerespectively.Pricequotesarethenchangedaccordingtoarulebasedonbid/ask orders. Inventorybasedmodelsseethepricequotationsasdeterminedbytheneedofthemarketmakerstohold inventoriesofassetstosatisfytheflowofthedemandandsupplyfrompublicinvestors.Therefore,thebid askpricespreadisbasedon: 1.Thecostofholdinginventorythereisanopportunitycostbecausefundscouldbeinvestedelsewhere. 2.MarketPowerSincecompetitionamongmarketmakersistosomeextentrestrictedwhichimpliesthatbid pricesarelowerandaskpriceshigherthenotherwise. 3.RiskAversionMarketMakershaveitbecauseoftheirobligationstoauthoritiesthereforeavoidingholding zeroinventory. PredictionsoftheInventoryModel Transactionpricesatwhichtradestakeplacearesuchthattheirdifferences Pt+1,Pt+2arenegativelycorrelatedi.e.increasesinpricesarefollowedbyfallsinprices,andvice versa. Thesizeofthebid/askspreadisadecreasingfunctionofinventoryvolumei.e.thelargertheinventory,the smallerthespread. TheInformationbasedModelofPriceDetermination 1.Assumesthatinventoriesarealwaysadequateandthecostofholdingthemisignored. 2.Theanalysisconsiders(i)asymmetryofinformationbetweeninformedanduninformedinvestors(ii)market makers,itisassumes,cannotobserveiforderscomefrominformedoruninformedinvestors. 3.Itisassumedthateachmarketmaker(i)haszerotransactioncosts(ii)isriskneutral(iii)hasnomarket power. 4.Theremaybemanyinformedinvestorsandordersstillareassumedatoneunitofasset. 5.Ordersareassumedtobereceivedsequentiallyinarandomfashionfromeitherinformedoruninformed investors. Whenmarketmakersreceiveanorder,itcouldcomefromaninformedinvestorwhoknowsmorethenthe marketmaker(andprofitsathisexpense)or,itcomesfromanuninformedinvestorwhodoesnotexploit informationonthevalueoftheasset.Itfollowsthatifallinvestorswereinformedinvestors,themarketmaker couldnotsurviveandthemarketwouldcollapse.However,ifmarketmakershavesome,imperfectknowledge ofthecompositionoftheorderflow,thenthemarketcanbeviable. So,intradingwiththeinformedinvestor,eachmarketmakerwillhavealosssincethisinvestorknows somethingthathedoesntknow.Intradingwithuninformed investors,hewouldearnzeroprofitsifthebidpriceequalstheaskprice.However, iftheyquoteaskpricesgreaterthenbidprices,themarketmakerscan,onaveragemakeaprofit.This expectedprofitoffsetstheexpectedlossfromtradingwithinformedinvestors.Competitionamongmarket makersensuresthatonaveragetheybreakeven. Learning Thiscanbebuiltintotheevolutionofpricessincetheorderstobuyorsellcontainpartialinformationaboutthe valueoftheassetthatthemarketmakerexploitsbyrevisingtheirbidandaskpricesovertime. BayesLawupdatedbeliefsformthepriorbeliefsatthenexttradingdate. Implications 1.Thetransactionpricefollowsamartingale(asequenceofrandomvariablessuchthattheconditional expectedvalueofanobservationattimet,isequaltotheobservationatanearliertimeswhichistheresultof asetofearlierobservationsons. 2.Given(i)informedinvestorsknowtheprobabilitydistributionoftheassetsvalueand(ii)themarketmakers beliefsareupdatedaccordingtoBayesLaw,hisbeliefswilleventuallyconvergetotheprobabilitydistributionof theassetsvalue.Tradingwilleventuallyrevealthetruthi.e.theprobabilitiesassociatedwitheachpossible assetvaluebecomesknowntothemarketmakerandarethereforereflectedinthemarketprice. 3.Themarketcanfailifthemarketmakersetsthebidaskspreadtoowidefortradestotakeplace.Thiscould occuriftherearetoomanyinformedinvestorsrelativetouninformedinvestors. 4.Ifthedealeralwaysloseswhendealingwithaninformedinvestor,thenthebidaskspreadrequiredtobreak even,maybesolargethatnobodywantstotrade. Modelneedssomeextensions: 1.Modelcanallowinvestorstochoosehowmanyunitstheymaywanttotrade. 2.Informedinvestorstakeintoaccounttheeffectoftheiractionsonprice. 3.Uninformedinvestorspossiblychoosethetimingoftheirtradestopartiallybenefitsfromtheinformation revealedbythetradesoftheinformedinvestor.
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Intermediate Composition (1) October 30, 2008 07124314 JANG YEON JUA marriage is making homeA dictionary definition of a marriage is the relationship between a husband and wife However, I think the definition is the minimum meaning of the marriage. Of c
Seoul National - ENGLISH - 200412027
Intermediate Composition (1) November 6, 2008 07124314 JANG YEON JUA method of downloading some movies in internetNowadays, many people download freely many movies in internet, and I know they never pay its price. However, I think it is an illegal behav
Seoul National - ENGLISH - 200412027
I n termediate Composition (1) November 19, 2008 07124314 JANG YEON JUA method of downloading some movies in internetNowadays, many people download freely many movies in internet, and I know they never pay its price. However, I think it is an illegal be
Seoul National - ENGLISH - 200412027
I n termediate Composition (1) November 13, 2008 07124314 JANG YEON JUAtt ractive my motherMy mother is very important to me because I always consider my mothers opinion w henever I decide a big thing or small one, and she is having many part of my life
Seoul National - ENGLISH - 200412027
Intermediate Composition (1) November 13, 2008 07124314 JANG YEON JUMy attractive motherMy mother is very important to me because I always consider my mothers opinion whenever I decide some matters great or small, and she has been having many parts of m
Seoul National - ENGLISH - 200412027
Intermediate Composition (1) November 20, 2008 07124314 JANG YEON JUVery small my roomI have my house which has just one room except bath room. Because my room is very small, there are necessary things to live. First, if you open the gray front door of
Seoul National - ENGLISH - 200412027
Intermediate Composition (1) November 19, 2008 07124314 JANG YEON JUThe best valuable thing is my precious memoriesMost people have a valuable thing whatever it is, and I have a valuable thing, too. My valuable thing is my memories which are my various
Seoul National - ENGLISH - 200412027
Intermediate Composition (1) November 19, 2008 07124314 JANG YEON JUThe best valuable thing is my precious memoriesMost people have a valuable thing whatever it is, and I have a valuable thing, too. My valuable thing is my memories which are my various
Seoul National - ENGLISH - 200412027
Intermediate Composition (1) October 23, 2008 07124314 JANG YEON JUSomething valuable1. 2. 3. 4. My memory Part time job One more challenge of entering to university. Unplanned trip Money not specific Future Dream too hard to write My Family - It is nat
Seoul National - ENGLISH - 200412027
Seoul National - ENGLISH - 200412027
N athaniel H awthorne<1906 1864> i 6 E 1860 @ E `m * * 0 .@ 0 E E * @ @ , 5 1 , H awthorne @ G @ * @ * E .@ G @ . Melville P * 2 + 1 E * 7 3 @ . 3 N athaniel Ha wthorne, 1804~1864 @ Nathaniel Hawthorne * 0 ( 8 Salem, Massachusetts * i .( Salem ( 7 H awt
Seoul National - ENGLISH - 200412027
E nglish Elective 1 Tuesday P.M. 4 07124314 JANG YEON JU My happy Family There are four in my family; my strict father, lenient mother, cute sister and me. I was born in Youngwol, Kangwon-do where my mothers hometown. However, I spent my childhood in Jeju
Seoul National - ENGLISH - 200412027
Seoul National - ENGLISH - 200412027
Intermediate Composition (2) March 31, 2009 07124314 JANG YEON JUBeloved Yeon ju First of all, she was a good instructor. Though she just started a high school teacher, she established the school taken her name finally. She loved children and students, s
Seoul National - ENGLISH - 200412027
Intermediate Composition (2) April 14, 2009 07124314 JANG YEON JU Keep the promise, and you will change your life! I have two bad habits for my health. One is a skipping breakfast, and other is an irregular sleeping. Many people know how bad to health the
Seoul National - ENGLISH - 200412027
Seoul National - ENGLISH - 200412027
Intermediate Composition (2) June 2, 2009 07124314 JANG YEON JU < Do you agree or disagree with the following statement? People should read only those books that are about real events, real people, and established facts. Use specific reasons and details t
Uni San Francisco de Quito - MARK - 300
Marketing de Servicios3/22/11Paola estilo de Haga clic para modificar el Valencia, M BA valencia.paola@gmail.com subttulo del patrnClase 1 Servicios Servicio al Cliente Importancia del Marketing de Servicios Productos Vs. Servicios Tringulo del Marke
Uni San Francisco de Quito - MARK - 300
Marketing de Servicios3/22/11Paola Valencia, MBA Haga clic para modificar el estilo de subttulo del patrnModelo de las brechas sobre la Calidad en el3/22/11El cliente como elemento centralModelo de Brecha del clienteaSe enfoca en la diferencia ent
Uni San Francisco de Quito - MARK - 300
11EL CLIENTE Y SUS EXPECTATIVAS DEL SERVICIO3/22/11Haga clic para modificar el estilo de subttulo del patrn22Las expectativas del cliente son creencias que se relacionan con estndares o puntos de referencia contra los cuales se compara el desempeo de
Uni San Francisco de Quito - MARK - 300
113/22/11EL CLIENTE Y SUS PERCEPCIONES DEL SERVICIO modificar el estilo de Haga clic parasubttulo del patrn22Satisfaccin vs CalidadaCalidad: refleja percepciones sobre algunas dimensiones del servicio (tangibles, confiabilidad, empata, responsabili
Uni San Francisco de Quito - MARK - 300
1PARTE DOS ESCUCHAR LOS REQUERIMIENTOS DEL CLIENTE23Una de las principales causas para no cumplir las expectativas del cliente, es no conocerlas La brecha 1 del proveedor es la diferencia entre las expectativas del cliente acerca de un servicio y la p
Uni San Francisco de Quito - MARK - 300
1CONSTRUCCIN DE RELACIONES CON EL CLIENTE (CRM)2Cuando las empresas se concentran en atraer nuevos clientes, utilizan promociones a corto plazo, descuentos de precios y anuncios llamativosLas empresas que conocen la importancia de construir relaciones
Uni San Francisco de Quito - MARK - 300
Uni San Francisco de Quito - MARK - 300
PARTE TRES ALINEANDO LA ESTRATEGIA, DISEO DEL SERVICIO Y ESTNDARES1Brecha 2 del proveedor23La brecha 2 del proveedor es la diferencia entre Lapercepcin de la empresa sobre de las expectativas del cliente El desarrollo de diseos y estndares orientad
Uni San Francisco de Quito - MARK - 300