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tourism management 영문 프레젠테이션

Learning ObjectivesUnderstanding the nature of retail travel sub-sectorObservation of how marketing mixes are applied into the retail sub sector

경영/경제| 2007.07.16| 20페이지| 1,500원| 조회(359)

MARKETING, internet, tourism, Management, Tr..

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Service marketing(서비스 마케팅)

1.0. IntroductionThe purpose of this document is to identify the concept of customer participation in service sector and to understand its importance and impacts on the area. To better understand the concept, the first part of this document will cover the definitions of customer participation with the reasons why customer’s participative role in service producing process is important in this sector. Secondly, factors which encourage customers to participate in service production process and outcomes of customer participation will be explained. And the next part will identify the most relevant and appropriate service types and situations in which the concept of customer participation is applied to. Also, this document will cover the co-production of relationship between customers and service organisations and its impacts on consumer behaviour. Finally, this document will be concluded with the presenting of findings about the concept and recommendations for further research.2.0 Establishvery process is not met by normative expectation, they tend to expect lower quality. For example, when customer wants to get accounting service, completed and accurate tax records have to be provided to accountants at service encounter. However, if the clients didn’t prepare well, they expect lower level of service performance. In this example, preparation of tax records by customer is customer participation and well prepared tax records are normative expectation.Also, customer participation can influence on service performance (Bitner et al 1997). For example, services such as health care, education and weight loss require active customer participation for better performance because it helps service providers know exactly what various customers’ needs are. If customers do not actively participate, the desired performance outcome is not possible in these service types (Bitner et al 1997).Similarly, Kellog,Youngdahl, & Bowen (1997) argued that customers’ active role in preparation of se can get better quality service by participating in, they tend to participate. Also, financial benefits such as reduced cost by participation can also motivate customers to involve in service delivery (Ennew1996).4. Outcomes of customer participationWhile importance of customer participation in service sector is extensively agreed by many researchers, there is still disagreement about the direction of impacts and outcomes of customer participation on service firms and their service performance. In fact, numerous empirical researches show different results of customer participation’s impacts on service firms. Also, the outcomes of customer participation vary across the different service type.4.1. Customer participation as negative influencesThis perspective regards services as negative elements in service delivery process which increase the uncertainties to be managed by organisation (Bateson 2002). Customers are diverse, unpredictable and inconsistent in terms of their needs and this m on service quality and performance outcome in other service categories.5.1 Classification of servicesTo identify the proper service type in which customer participation has positive impacts on both service provider and consumer, the first step is to identify the typology of services. Larson and Bowen (1989) categorized services into 4 groups by two dimensions, diversity and unpredictability of customer demand and customer’s disposition to participate. The following figure shows 4qudarants of service type which is classified by two dimensions diversity of demand and customer disposition to participate.Figure 2HighSequential customised service design (Quadrant 3)Examples: Appliance and car repairs, cleaning, gardeningReciprocal service design(Quadrant 2)Examples: Psychotherapy, medical care, educationPooled service design(Quadrant 4)Examples: Banks and insurance companies, fast food restaurants, airlinesSequential standardized service design (Quadrant 1)Examples: Laundromats, self servietention was higher for participative customers than non-participative group.Similarly, Kellog, Youngdahl, Bowen (1997) argued that current demographic trend such as growing number of single consumers and ageing of population increase the social support. Thus, customers who actively engage in building relationship and seek social values tend to express loyalty to the provider.However, these researches involve some limitations. To begin with, the research counducted by Ennew was focused on only banking industry. Thus, it is hard to generalize the result to other service type. Also, the concept of customer’s loyalty or social value is abstract which is difficult to be gauged by empirical research.7. ConclusionsThe importance of customer participation in service industry has been proved in terms of its impact of customers’ level of satisfaction and its positive effects in building long term relationship with customers through extensive academic researches. Also, many researches have been 3

경영/경제| 2007.07.16| 14페이지| 1,500원| 조회(443)

서비스 마케팅, participation, Service Marketing, Customer

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[인문어학]영문 에세이(essay)

Russian economist Nikolai Kondratieff advanced a theory which is called ‘Kondratieff Wave’ by which the pivotal technology of modern society can be defined as ICT, Information and Communication Technology (Deutsche Bank Research 2002). This technical development has led the communication process to both effective and qualitative ways which we couldn’t imagine at all, before. However, some people including J.B Priestly claim that the advance of such technology deters efficient communication. Priestly pointed out this problem in his theory, Priestley’s paradox, which states that as we rely on communication tools such as mobile phones and internet, the chances to exchange our feelings, thoughts and nonverbal factors of communication are progressively decreased (Eunson 2006, p.4). Of course, the evolution of technology has some negative aspects. For instance, in online communication, faking of identities such as a ‘Gender switching’ can take place and this may hinder the real social interat easy. However, with internet, you can send e-mails to anyone who has an account in a few seconds (Eunson 2006, p.184). According to the research by AOL (2000 cited in Rice, RE & Haythornthwaite, C 2006, p.103), ‘41percent of respondents said that they reconnected with people they had lost touch with-for an average of 12years. In addition, Katz and Rice’s survey (2002, cited in Rice, RE & Haythornthwaite, C 2006, p.103) showed that internet users had more offline relationships than nonusers. That is, online communication can be catalyst and complementation for offline interaction rather than hinder it (Rice, RE & Haythornthwaite, C 2006, p.100). Like this, innovation of communication increases the frequency of communication by overcoming physical barriers.Secondly, the advancement in communication allows us to become more interactive in communication. Burnett (2003, p.5) defined interactivity as the ‘amount of control the user has over the presentation of information’. In other words, greatly affect on companies’ constant success and growth in the market. By participating online communities, people distribute huge information related with products such as post-purchase evaluation, characteristics of products including strengths and weaknesses and using the internet this information can be spread far more swiftly (Cakim2006, p.107). Therefore, it became easier for contemporary consumers who participate in online community or chat-rooms to complain their dissatisfaction and demand their specific needs (Kirby & Marsden2006). Also the companies who want to sustain their brands and earn more money have to give attention to consumers’ opinion if they don’t want to be vanished in the market. Indeed, the technology of communication promoted the interaction between customer and corporation (Kirby & Marsden2006).The third, it makes the massages be more detailed and accurate. As an example, there is a Global Position System, GPS, which is an all-weather, continuously operatinfe, oil and gas exploration and archaeology (Letham 2003, p.15). Also, GPS navigators usually have serial ports for computer connections which enables real time uploading and downloading of data (Thurston, Poiker & Moore 2003, P.136). This may drop possibilitie of unsuccessful communication which was derived from an old-fashioned communication tool.In brief, there are two sides to every matter. None of the subjects can be solved without any handicaps. The same may be said of development of communication technology. Indeed, we are living in a deluge of information such as lots of spam mails, constant stream of commercial ads on TV and decrease of face to face meeting. However, we should not assert that progress in communication technology prevents us from communicating effectively. As technologies are developed more, it present alternatives to overcome the problems such as the function of blocking the spam mails and of skip the commercial ads in intelligent TV( Feinlab.D, 1999, p.149). l "search=%22Kondratieff%20media%22" IT,Telecoms & New Media: The dawn of technological convergence, viewed 24 August 2006< HYPERLINK "http://www.dbresearch.com/PROD/DBR_INTERNET_ENPROD/PROD0000000000198220.pdf#search=%22Kondratieff%20media%22" http://www.dbresearch.com/PROD/DBR_INTERNET_ENPROD/PROD0000000000198220.pdf#search=%22Kondratieff%20media%22>Eunson, B 2006, Communicating in the 21st century, John Wiley &Sons, QueenslandFeinleib, D 1999,The inside story of Interactive TV and Microsoft Web TV for Windows, Morgan Kaufmann, United states of AmericaKirby, J & Marsden, P 2006 (ed.), Connected marketing: the viral, buzz and word of mouth revolution, Butterworth-Heinemann, Oxford.Letham, L 2003, GPS made easy, 4thedn, The mountaineer, Canada.May, Paul 2001, Mobile commerce: opportunities, applications, and technologies of wireless business, Cambridge University Press, United KingdomMcMillan, SJ 2006, ‘Exploring Models of interactivity from Multiple research traditions: Users, Documen

인문/어학| 2007.07.16| 7페이지| 1,500원| 조회(449)

Essay, English, Report, 에세이, 영문 에세이

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[인문어학]영문 설문조사

There are various reasons which affect students to give up their studies. This document is based on focus group and in-depth interview data from students of University of the Sunshine Coast in order to find the factors which influence students’ studies in university. The following contents are from focus group data.To begin with, many students have found that pressures caused by various reasons affected students attrition. First, students felt pressure of study because tutors and lecturers did not provide enough assistance and feedback. For students who were used to a school environment where teachers were more approachable and gave more guidance and for international students who are not accustomed to new environment, it proved to be important to provide enough assistance to adjust to it. In addition, many students answered that lack of faculty’s and student service staff’s assistance caused them to have difficult in doing study. And too much workload also caused students to feel pres pressure was caused by doing work and study at the same time. Financial hardship was provoked by high price of tuition fee, text book, printing fee, living fee in sunshine coast, expenses of public and private transport and HECS fee.Also, many students have found that students’ personal reasons influenced their studies in university. First, change of state of family such as death or birth of family member and family’s move to another region affected their study. Also, parents’ pressure and expectations push students into courses they do not want to do and therefore caused them to leave the university. Secondly, personal relationship of students in university influenced them. Students who had lover have found that the relationship could influence them to leave university. And lack of social relationship or disagreement with other people affected them. Also, students’ condition of health had impacts on their study. For female students pregnancy influenced their studies. Stress and home d them to stay or leave university. It has been founded that mature age students are more determined than younger students. Thus, they tended to continue study. Also, students’ motivations were one of the key factors which made them stay or leave the school.Finally, students’ expectation prior to entrance to university influenced them to stay or leave it. For students who had wanted to learn practical experience felt that the courses were not practical enough and relevant to their future career. Also, low quality of lecture and tutorial caused by large number of students in a class and lack of professionalism of lecturers and tutors made them to leave university. Moreover, prestige of university which allowed students to get a job was an important factor. Finally, lack of social activities, extra curricular and leisure opportunities was important factors affected students to stay or leave the universities. Lack of facilities such as computers and print machines affected potential attriistance from her friends, tutors and other university staffs motivated her and were the most essential factors for her to stay university. Also she said that time pressure which was caused by household chores and excessive workload from university was negative factors to continue study. Finally, she stated that financial support from government was helpful for her to continue her study in university.Lack of assistance affects students to leave the university.Lack of resource influences students to give up their studies in the university.There is a relationship between students’ personal matter and potential student attrition.There is a relationship between students’ level of satisfaction about university and student attrition.QuestionnaireThis survey is to find the factors which can affect students studying in university. The information from this survey will not be used or distributed outside. Please read and answer carefully.1. Age □17~20 □21~24 □ 25~28 □ 29~ 2. Academic Year □First eir importance for you in continuing study in University. Rank them 1for the most important to 4 for the least important.A. Assistance_____ B. Enough resource for study_____ C. Social relationship _____ D. High quality course______6. How important is each of the following items for you to continue the study in university?Very important quite important not very important not at all importantA. Colleagues’ assistance □ □ □ □B. Tutors’ assistance □ □ □ □C. Student service’s assistance □ □ □ □D. Faculty staff’s assistance □ □ □ □7. Please read the items below and indicate how much these items affect you to think to give up your study in university by ticking the appropriate box.Not at allVery littleA fair of amountA great dealCompletelya. Time pressureb. Financial hardshipc. Excessive workload in coursesd. Excessive workload in coursese. Bad condition of healthf. Lack of social relationshipg. Lack of diversity of majorh. Lack of practical coursesi. Low quality of lecturej. Low quality of t

경영/경제| 2007.07.16| 3페이지| 1,500원| 조회(734)

MARKETING, 마케팅조사, 영문 설문조사, survey, Hypothesi..

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[인문어학]영문 설문조사

IntroductionThis research is based on the analysis of questionnaires which were designed to find out the factors influencing students’ intention to continue or stop their studies in university. All together, 145 students who were taking the BUS 101 course responded to the questionnaire. In the first part, general information about the respondents was analysed by the descriptive statistic methods. In the second part, fifteen hypothesises were tested by inferential statistic methods. Hypothesis from number 1 to 11, Pearson product correlation was used to test hypothesises. Hypothesis from number 12 to 13 were tested by contingency table analysis. Finally, ANOVA was used for hypothesis 14 and 15. In the last part, the results of analysis will be briefly re-mentioned with the information whether or not hypothesises were supported.Part 1: Respondents’ ProfileThe mean of year of birth of respondents was identified as 1982.77. And, its Std. Deviation and Std. Error were recognized as 6.982 an 1(0.7%) of students indicated that they were in their 2nd, 3rd, 4th of year and over than bachelor degree respectively.About students’ major transport method, 109(75.2%) answered that they attended school by car, 6(4.1%) by bus, 26(17.9%) on foot and 4(2.8%) by other means.Among 145 students, 120 students (82.8%) replied that they have dependents around them and 25(17.2%) responded that they did not have dependents.In regarding of student’s location of accommodation, 62(42.8%) was answered that they were living with their parents. 53(36.6%) students were identified that they were living at off-campus and 27(18.6%) were recognized that they were living at on-campus. Three responds (2.1%) were missed.The mean of number of subjects student were taking was concluded to 3.50 and its’ Std. Deviation and Std. Error was .800 and .066 each.It was identified that student averagely worked 16.61 hour per week. And Std. Deviation and Std. Error were proved 18.884% and .987 separately. The followin from SPSSTable 1.4: Year at UniversityTotal1st year2nd year3rd year4th yearOtherFrequency14532882041Percentage100%22.1%60.7%13.8%2.8%0.7%Source: Adapted from SPSS__Source: Adapted from SPSSTable 1.5: Main method of transportTotalCarBusWalkBicycleOtherFrequency14510962604Percentage100%75.2%4.1%17.9%0%2.8%Source: Adapted from SPSSSource: Adapted from SPSSTable 1.6: Existence of dependentsTotalHaving dependentsNot having dependentsFrequency14512025Percentage100%82.8%17.2%Source: Adapted from SPSSTable 1.7: Location of accommodationTotalWith parentsOff-campusOn-campusMissingFrequency1456253273Percentage100%42.8%36.6%18.6%2.1%Source: Adapted from SPSSTable1.8: Number of Subjects takenMeanStd. DeviationStd. Error3.50.800.066Source: Adapted from SPSSSource: Adapted from SPSSTable 1.9: Working HourMeanStd DeviationStd Error16.6111.884.987Source: Adapted from SPSSPart 2: Test of HypothesisesIn this part, fifteen hypothesises will be analysed by Inferential Statistics methods and their results oblemIntention to leave the university within the next twelve months.Measure of scaleIndependentDependentIntervalIntervalStatistical methodPearson product-moment correlationResultsThere is no significant correlation between two variables r=.19, r2=0.0361, p>. 05ConclusionHypothesis 1 is not supportedSource: Adapted from SPSSH2: Finding it difficult to get motivated will be positively related to intention to leave the university within the next twelve months.VariableIndependentDependentFinding it difficult to get motivatedIntention to leave the university within the next twelve months.Measure of scaleIndependentDependentIntervalIntervalStatistical methodPearson product-moment correlationResultsThere is no significant correlation between two variables r= -.047, r2=0.002209, p>. 05ConclusionHypothesis 2 is not supportedSource: Adapted from SPSSH3: Being satisfied with the status of the university will be negatively related to intention to leave the university within the next twelve monthscilities of the university will be negatively related to intention to leave the university within the next twelve months.VariableIndependentDependentBeing satisfied with the facilities of the universityIntention to leave the university within the next twelve months.Measure of scaleIndependentDependentIntervalIntervalStatistical methodPearson product-moment correlationResultsThere is a significant negative weak correlation between two variables,r= -.165, r2=0.027225, p. 05ConclusionH10 was not supportedSource: Adapted from SPSSH11: Feeling pressured by their parent’s financial commitment to send them to university will be positively related to intention to leave the university within the next twelve months.VariableIndependentDependentFeeling pressured by their parent’s financial commitment to send them to universityIntention to leave the university within the next twelve months.Measure of scaleIndependentDependentIntervalIntervalStatistical methodPearson product-moment correlationResult P

경영/경제| 2007.07.16| 16페이지| 1,500원| 조회(537)

MARKETING, 설문조사, 조사, 영문 설문조사, survey

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