This report is a wrap-up summary(6)

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时间:2013-06-21 16:33来源:未知作者:wlunwen.com 点击:次

6. Reference: Brink A. and Berndt A. (2009) Relationship marketing and Customer Relationship Management. Juta Academic DAntonio, M.(2012) Would You Pay for Better Customer Service? [WWW] 1to1Media. A

6. Reference:

Brink A. and Berndt A. (2009) Relationship marketing and Customer Relationship Management. Juta Academic

D'Antonio, M.(2012) Would You Pay for Better Customer Service? [WWW] 1to1Media. Available from: http://www.1to1media.com/weblog/2012/01/every_organization_and_company.html [Accessed on 13/04/2013]

Falcone, P. (2009) 101 Tough Conversations to Have with Employees. AMACOM

Hawkin, Y. et al. (n.d.) How to Give Good Customer Service in a Restaurant [WWW] eHow. Available from:

http://www.ehow.com/how_6404396_give-good-customer-service-restaurant.htm[Accessed on 13/04/2013]

Hayes B.E. (2008) Measuring Customer Satisfaction and Loyalty.3rd.ASQ Quality Press.

Ishtiaq, M. (2011) Perceived value, service quality, corporate image and customer loyalty: empirical assessment from Pakistan. Serbian Journal of Management ,7 (1) (2012), pp. 25 - 36

John, R. (2005) The Chinese Takeaway. Lulu.com

Keiningham, T.L. et al.(2005) Loyalty Myths. Wiley

Pearson, B. (2102) The Loyalty Leap. Portfolio Hardcover

Su, C.S. (2009) The role of service innovation and customer experience in ethnic restaurants. The Service Industries, 31(3), pp. 425–440

Solomon, M. (2010) Seven Keys to Building Customer Loyalty--and Company Profits [WWW] Fast Company. Available from: http://www.fastcompany.com/1570793/seven-keys-building-customer-loyalty-and-company-profits [Accessed on 13/04/2013]

Turban, E. (2002) Electronic Commerce: A Managerial Perspective. Prentice Hall.

Wellington, P. (2010) Effective Customer Care. Kogan Page Limited.

Wisner, J. D. et al. (2009) Principle of Supply Chain Management. 2nd. Newgen Publishing Services

Zeithml, V.A. et al.(1996) The behavioral consequences of service quality. Journal of Marketing, 60(2), pp. 31–46

7. Appendix:

Questionnaire about Royal China’s Customer Service

Section 1: Respondents’ information

Instruction: Please fill in your personal information below. Anonymous guaranteed.

Gender:

Age:

Occupation:

Culture:

Section 2: Customer Satisfaction of Royal China

Instruction: Please evaluate your satisfaction with the following item on a 5-point basis. Score 5 means Extremely Satisfied, while Score 1 means Extremely Dissatisfied. You can also put your extra comments down if you have more to say.

Score

Food taste: