Influence of face-to-face communication on customer satisfaction Dissertation

Influence of face-to-face communication on customer satisfaction - Dissertation Example The main challenge of this study is the target audience (from the Middle East). There is a constant cultural conflict between Western and Eastern worlds and the sphere of business is not an exception. A high-cultural context of the Middle East countries should be the foremost triggers for the development of service marketing campaigns by the Western partners. There is a strong influence of historical and cultural traditions on business in the Middle East (Smith, Peterson & Thomas, 2008). Patience, loyalty and the conservative nature of the businessmen or customers from the Middle East implies that the Western businessmen should be of high cultural proficiency. For example, face-to-face communication supposes the communication of two individuals from different cultural contexts (a western manager and an eastern service customer). Such issues, as the principle of seniority, respect to the elder people, and low risk-taking behavior of the Easterners should be taken into account while pr oviding them with certain services. This challenge is not facilitated in case telephone or electronic communication means is used. Electronic communication would take less time to deal with the customers, but it does not discard the importance of cultural markers in the process of getting services. Moreover, there is a need to make some changes in the style of communication, when face-to-face communication is an opportunity for single activities (e.g. talking), telephone communication doubles up activities (talking and searching in the Internet). Electronic communication as well as telephone communication consumes less time and is more focused on factual tasks completion (Elving, 2005). The gap in the literature In spite of the fact that cross-cultural communication and means of communication between the companies and customers have been widely discussed, there is a lack of studies focused on an integrative discussion of these issues. Solomon et al. (1985, p.99) propose, that  "the dyadic interaction between a firm and a customer is an important determinant of the customer’s satisfaction†. Further on, the researchers were focused on the growing role of the modern technologies and the Internet (Aron, 2006; Kasper, Helsdingen & Vries, 1999; Little & Little, 2009). The communication between customers and service providers is more effective when they use modern technologies, but at the same time it is also very important to develop face-to-face communication. The advantages of Internet communications is outlined in the following manner: â€Å"Consumers have bargaining power, and they are beginning to  exercise it. They begin to  exercise the right to  know what the price should be† (Steinbock, 2000). On the other hand, Internet communications was considered as inefficient two decades ago. Currently, an important role of virtual communities cannot be denied. Therefore, modern companies should integrate dyadic approach to communication with the customers and business partners, such as personal and virtual communication. Communication in the service marketing Moreover, the specific nature of services  marketing  implies more tricky strategies than in strategies used in product marketing. Thus, for successful operation of the Western service marketing

Indonesia Essay -- essays research papers fc

  Ã‚  Ã‚  Ã‚  Ã‚  After Indonesia declared independence in 1945 the country’s leader, Sukarno, faced the extremely difficult task of creating a unified state out of Indonesia’s numerous ethnic groups. Also ever since its independence Indonesia’s rulers had to suppress uprisings of muslim groups because it threatened the country’s secular ideology.   Ã‚  Ã‚  Ã‚  Ã‚  The attempts by Indonesia’s leaders to maintain unity and the ways in which the military suppressed separatist movements fueled many of the economic, social, and political problems the nation is facing today. After the tsunami, many of the issues surrounding the nationalist issue resurfaced and might change the nature of the conflict between supporters of Indonesian unity and those seeking independence.   Ã‚  Ã‚  Ã‚  Ã‚  The rebels in Aceh claim that the region was illegally annexed by Indonesia at the time of independence, and a separatist movement has been active there since 1976. During the regime of Suharto the military was given absolute power, and the continuous military presence in the region was marked by brutality towards the Acehnese and mistreatment of suspected rebels. Therefore many Acehnese feel a deep sense of distrust towards Indonesia. Since 2003 Aceh has been under Indonesian military rule and the area was closed off to foreigners as an attempt to isolate the area and crush the separatist movement. Indonesia allowed virtually no foreign presence in Aceh. Many believe that the isolation of the area was an attempt by the government t...

Economics and External Audit

As mentioned in the case study above, Kellogg is going through a challenging time. Perform an external audit on Kellogg. Discuss the opportunities and threats facing the company. Answer Perform an external audit on Kellogg, will gain the team with better understanding of the firm industry, competitors and markets. It should involve as many managers and employees as possible. Before perform the audit, Kellogg must try to gather as much as possible on competitive intelligence and information about the products range, scale of economic, social, cultural, local political situation, legal, and technological trends.External audit staffs or manager should get strategic information update periodically by various sources such as such as internet, business magazine, and trade journals from stock exchange markets, newspaper, university and corporate publication. Suppliers, distributors, customers, salespersons and competitors represent also good references information. Once Kellogg collected al l these information, a detail study and evaluation should immediate carry out by involving a group of key staffs and management to identify the key threads and opportunities may occurs.Every key factor should list down and put with priority with rank from 1 for most important to 20 with least important. This ranking should conduct for both threat and opportunity. These external key factors may change from time to time which very much depending on the situation. Relationships with supplier or distributors are often a critical success factor. Other important variables use are include market share value, world economic environment, and technology, price competitiveness, load interest rate, competing of same range of products and sales force advantage and so on.Key external factors should be (a) Important for Kellogg to achieving annual and long-term objectives (b) applicable to all competing organization or company (c) quantitative and must be measureable (d) hierarchical which mean it may able apply across the organization but some are only for certain department only. The finalize list must publish and well explain among the organization in order to maximize the result when execute the action items. The key impact on external factors should include both threats and opportunities. Opportunities and Threats facing by the company:The external opportunities and threats facing by Kellogg may refer to social, economic, government, political, legal, demographic, environmental, technological, and competitive trends and events that impact the future of Kellogg. Opportunities and threats are usually difficult to control by an organization. A few opportunities and threads that face are listed here: ?Cash flow and company capital may impact or affected by the credit term or bad debt by their customer or cash spend on the acquisition. ?Price competition will largely impact organization profits margin since organization may offer price discount to maintain the market share. Change of consumer expectation on the products. It can be technology advancement, green product, simples operation with more users friendly and so on. ?Security of information technology will be a major concern since it may be hack by hacker with more and more transactions go on-line. ?With the increase of labor cost and processing cost, this will direct impact the commodity food prices and eventually these cost will factor in into the selling price. ?Political uncertainty in Africa and Middle East causing oil prices raise which may direct impact to the manufacturing and logistic cost. Both European and United State having high underemployment and unemployment rates will direct impact the spending power. Both European and United State encounter slow in economic growth. ?Short product life cycles is become a trend and organization much continuous to invent on new products by spending huge amount of capital on research and development to fulfill market need. ?Uncertain on global weath er with winters are colder and summers hotter than usual which impact the growth of agriculture’s products. This factor will impact to the supply demand which will directly impact to the raw material price.

The Trending Topics Of 2014 - 1447 Words

Crowdfunding is on the trending topics of 2014. An entrepreneur could go online, make a page for themselves and start an attempt at crowd funding. Certain people have been able to acquire much more money but doing this, but why is that? In this proposal, I wish to be able to research whether or not more people are willing to donate in a personal level, meaning face-to-face, or would investors of today be more willing to donate money on an online platform such as crowdfunding. Roosterteeth, and independent film making company located in Austin Texas, is on the companies that has had a large success with crowd funding. In late June Roosterteeth put out a campaign on one of the most popular crowd funding sites, Indiegogo.com. Their original†¦show more content†¦The question becomes though, are people more likely to contribute to these projects online, or is it better for a company or entrepreneur to try to establish a relationship with a investor and go a more corporate route? In the academic article â€Å"Financing Creativity: Crowdfunding as a new Approach for Theater Projects† the writers Bejamin Boeuf, Jessica Darveau, and Renaud Legoux analyzed the success of theater production crowdfunding success on the the popular site Kickstarter.com. One of the things they researched in particular was how the incentives of the donations would entice people to be more likely donate or not. They broke this down into two different subsets, first being material rewards, such as DVDs, a program, or a poster. The second subset was symbolic, for example, a simple thank you, the name of the person who made the donation, or other options. In the end it seems that the materialistic option seemed to be a better way to entice people to donate to their cause. (Boeuf Darveau, 2014) Although the research they conducted on theater production crowdfunding may not be exactly what this research proposal is about, the theory that a materialistic reward for a donor seems to be the best way to way to entice donations may end up being helpful in researching why people may be more likely to donate online rather than in person. Another article that can explain just how this crowdfunding trend got started would be â€Å"The Brilliance (and