服务营销第八版英文教辅 SM8_CS_32(1).pdf,6 C A S E The Broadstripe Service Guarantee T R A Jochen Wirtz and Sven Tuzovic P Cable companies traditionally focused on discounts for bundles of TV, Internet, and phone plans to win new customers instead of deli
6 C A S E Susan Munro, Service Customer Christopher Lovelock In the course of a single day, a busy young woman makes use of a wide array of services.Susan Munro, a final-year business student, had breakfast and then clicked onto the Internet to check the local weather forecast. It ...
INTRODUCTION Nguyen Trung Hung stared in dismay at the field-test reports on his desk. He was the sales and promotions manager at AHL Insurance Corporation, the fifth-largest insurance company in Vietnam, and he had been the main driving force behind the company’s new initiative to expand ...
In 2004, McDonald’s held a 20% share of the US fast-food market, triple that of its nearest competitor Burger King. This was not the case, however, in the Philippines where, for more than two decades, fast food had been synonymous with the name Jollibee. In the global business arena...