ESSAYS -
LIST OF AVAILABLE ESSAYS ...
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Service Industry Issues
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This 6 page paper is written in two parts. The first looks at the airline industry, considers the consumer industry trends and then uses existing figures to forecast future trends in a stable part of the market, the UK airline scheduled flights sector, using regression analysis. The second part of the paper considers merchandising, and examines at two fast food firms, McDonalds and Wendy's looking at the similarities and differences of their in house merchandising. The bibliography cites 5 sources.
Filename: TEserind.wps

Service Marketing
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This 15 page research paper investigates successful strategies for service businesses to use to market their services. Techniques that have proven to be successful are discussed and explained. Internet Access Service Providers are offered as illustrations of how service industries can be effectively marketed. American Online is emphasized because of the errors they made as well as because they hold the lion's share of the market. Bibliography lists 14 sources.
Filename: Servicem.wps

Service Quality Measurement
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This 14 page paper critically appraises the current state of affairs with regard to service quality measurement theories and their associated underlying theoretical models. The paper includes, but is not isolated to TQM and SERVQUAL, what they are, how they are used and the way they may add value to an organisation. The bibliography cites 23 sources.
Filename: TEsermes.rtf

Service Quality: A Primary Success Determinant
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A 10 page discussion of service quality. Observes that the basics of service quality are standard across the multitude of business ventures which exist. Service quality is just as important to the manufacturing business and franchise restaurant as it is to a mom-and-pop pharmacy. Service quality is directly tied not only to the more frequently thought of aspects such as direct customer relations but also to such aspects as supply and demand and the implementation of staff and equipment changes as the situation demands. Bibliography lists 11 sources.
Filename: PPservic.wps

Service Quality; The case of the Missing Reservation
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This 3 page paper examines a case study supplied by the student in which a hotel looses a booking made for the restaurant and handles the event badly. The paper answers question that look at how and why it was dealt with poorly and how it should have been handled. The bibliography cites 1 source.
Filename: TEmisresv.rtf

Service With a Smile - The "Soft" Touch Revisited
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A 3 page paper that defines the characteristics of effective service encounters and argues that a point somewhere between the pretense of "emotional labor" and the overkill of too much technicality is the best vantage point for customer relations. Included is a discussion of the "soft" skills inherent in emotional intelligence as well as a short summary of the characteristics displayed by individuals possessing these skills. Bibliography lists 15 sources.
Filename: LCServce.wps

Services Marketing; The Use of Lovelocks Matrices
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This 4 page paper identifies ten different service sectors and then answers questions set by the student including giving examples of companies in each sector, prioritising them in order of tangibility and fitting them into the matrices of Lovelock. The bibliography cites 1 source.
Filename: TElovelk.rtf

SERVQUAL and Managing Relationships with Customers
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This 28 page paper considers why relationship with customers are so important and hw this can be combined with the TQM tool of SERVQUAL. The paper uses the example of an intermediate school for the application of these two concepts. But this can equally apply to any service industry. The bibliography cites 52 sources.
Filename: TEservqual.rtf

Set-Aside Program: Are They Morally Acceptable
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A 5 page paper that begins with a description and explanation of set aside programs for minorities and women. This program is one of the SBA's programs intended to encourage and assist small minority-owned and women-owned businesses. The second half of the paper considers whether the set aside program is morally acceptable, is it ethical. Two ethical theories are used for discussion: utilitarianism and deontology. Bibliography lists 7 sources.
Filename: PGsetas.rtf

SETTING UP A PAY GRADE
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This 3-page paper provides some examples of how to set up pay grades/salaries for a series of jobs in an electronic store. Bibliography lists 3 sources.
Filename: MTpaygrade.rtf