Common Themes in Critical
Service Encounters Research
to service delivery
to problem customers
Slide 2007 by Christopher Lovelock and Jochen Wirtz
International Journal of Business and Management
Vol. 6, No. 5; May 2011
The Effect of Service Quality on Customer Satisfaction in the Utility
Industry A Case of Vodafone (Ghana)
Gloria K.Q Agyapong
Department of Management Studies, S
Name: Aditi Mishra
Organization: Lifestyle International Pvt. Ltd.
Project Title: Devising a floor plan to optimize sales
To study & create a feasible floor layout plan on excel for Goregaon stand alone- HC (match
Rail Budget 2016-17
1-Theme of this Budget?
To Reorganise, Restructure and Rejuvenate Indian Railways.
A new approach, a new way of working - ,
o to improve customer service,
o regain the lost modal share, and
o to introduce a new way of w
TELECOM SECTOR IN INDIA
For more information, contact: firstname.lastname@example.org
A brief report on Telecom Sector in India
1. INDUSTRY OVERVIEW
The Indian telecommunications industry is one of the fastest grow
The Strategists Choice
The Story of Zara
the Speeding Bullet
How a Business can
ZARA HAS become Spain's best-known fashion
brand and the flagship brand of 2.5billion
holding group Inditex. A
Psychology of the Experience: The Missing Link in Service Science
Richard B. Chase
Marshall School of Business
University of Southern California
Marshall School of Business
University of Southern Californ
More information from http:/www.researchandmarkets.com/reports/1957281/
Future of Office Furniture Products in India to 2015: Market Profile
- Market size and forecast of the Indian interior office furniture products industr
Confederation of Indian Industry
Changing your Orbit
The Handbook for Transformation in FMCG and Retail Businesses
The Boston Consulting Group (BCG) is a global management consulting
firm and the worlds leading advisor on business strategy. We p
Retrospect, Reinvent, Rewrite
Leadership Perspectives on Trends in Indian Retail
The Boston Consulting Group (BCG) is a global management consulting firm and the worlds
leading advisor on business strategy. We partner with clients from the pr
The next growth story
structure, growth and
Growing value proposit
IOSR Journal of Business and Management (IOSR-JBM)
e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 16, Issue 4. Ver. I (Apr. 2014), PP 72-81
Retail Sector in India: Present Scenario, Emerging Opportunities
Prof. Kalpana Si
Retail Communication Mix
A communication program that is designed to achieve a
variety of objectives for the retailer, such as building a brand
image of the retailer in the customers mind, increasing sales
and store traffic, providing information about th
Retail Promotional Strategy
Any communication by a retailer that informs,
persuades, and/or reminds the target market
about any aspect of that firm
Elements of the Promotional Mix
What is Marketing Mix?
Classical mix of 4Ps_ product, price, promotion and place.
Product: - totality of the offer_ services, store layout, merchandise, company,
product, and brand name.
Price: - what the customer has to be willing to pay in ex
What is retailing?
Retailing is set of business activities that adds value to the products sold to the
consumers for their personal or family use. (Levy and Weitz)
It includes every sale to the fi
of the business from customer at a
profit to the company.
Who is a customer?
A person or organization that buys goods or services from a
store or business.
Who is a consumer?
A person who purchases goods and services
A retail institution refers to basic format or structure of a
Classification of Retail Institutions
a) Based on Ownership
b) Store-based retail strategy mix
c) Non store-based retail strategy mix and Non-traditional