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Customer Expectations in the Hospitality Industry, 2009.
This paper presents a research design into customer expectations in the hospitality industry today.
2,625 words (approx. 10.5 pages), 11 sources, APA, AU$ 103.95
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Abstract
In this article, the writer notes that the hospitality industry is one of the largest in the world and continues to grow in size and therefore relative importance to many nations' economies today. The writer discusses that, in an increasingly globalized marketplace, identifying changing customer expectations concerning what services and levels of quality are required to remain competitive and gain additional market share has assumed new relevance and importance. To this end, this paper provides an overview of various methods and approaches currently used into customer expectation research in general and in the hospitality industry in particular. A summary of the research and salient findings are presented in the conclusion.
Outline:
Review and Discussion
Background and Overview
Research Design for Customer Expectations
Table 1 Customer Information Sources Based on Consumption Stages
Conclusion
From the Paper
"The research showed that the hospitality industry has largely recovered from the horsewhipping it took following the terrorist attacks of September 11, 2001 and is one of the largest industries in the world today. Therefore, the stakes are high for companies competing in this industry, but the research also showed that there are some useful approaches to collecting and analyzing customer expectation information is meaningful ways that can help managers identify problems areas and existing strengths, as well as opportunities for improvement. These methods ran the gamut from the very simple such as guest comment cards to highly sophisticated customer relationship management applications. A common theme that emerged from the research concerning the use of these research methods, though, was the fundamental need to interpolate this information by using as many sources as possible to draw broad-based conclusions and formulate appropriate responses."
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Using Content Management Systems in Law Offices, 2009.
A comparison of two enterprise content management systems (ECM) -Oracle's Stellent Enterprise Content Management system and Vignette's suite of ECM solutions.
1,473 words (approx. 5.9 pages), 7 sources, MLA, AU$ 63.95
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Abstract
This paper compares two industry-leading enterprise content management systems (ECM) - Oracle's Stellent Enterprise Content Management system and Vignette's suite of ECM solutions which includes its Web Content Management and Vignette Collaboration application. The paper examines the fundamental need for streamlining content workflows, accumulating content to transform it into knowledge, and creating a portal-based platform that allows for collaboration throughout the practice.
Table of Contents:
Introduction
Defining Enterprise Content Management
Comparing Oracle Stellent and Vignette ECM Suites
Summary
From the Paper
"On the aspect of Supporting Service Creation and Management, and Support for Client Referenceability and Technologies, Vignette dominates these two areas due to their longevity in their chosen markets including legal records management. Oracle's Stellent application has yet to create more streamlined service creation and management workflows, due mainly to the acquisition taking longer than expected. The integration of the Stellent platform into the broader Oracle 11i platform is also proving to limit 3rd party database support, making the Oracle Stellent ECM suite appear to be moving in a more proprietary direction as a product. As the acquisition was completed in late 2006 and Oracle has made their Service Oriented Architecture (SOA) Fusion their top development priority, the full integration of Oracle Stellent has not progressed as rapidly as planned. As a result, the last factor of customer referenceability, Vignette has a significant advantage as well."
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Southwest Airlines' Growth, 2009.
An examination of the success of Southwest Airlines according to Kenneth and Jacqueline Friedbergs' 1997 book, "Nuts."
1,039 words (approx. 4.2 pages), 5 sources, APA, AU$ 47.95
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Abstract
This paper examines the successes of Southwest Airlines and their growth in the airline industry. The paper bases its discussion on Kenneth and Jacqueline Friedbergs' 1997 book, "Nuts" and looks at their descriptions of how the company accomplished this feat by 'breaking all of the rules' regarding how to manage people. The paper then discusses the problems the company faced and the decisions it made that ultimately led to its success.
Table of Contents:
Nature of Case
Facts and Assumptions
Problem Statement
Alternatives
Decision
Follow Up
Case Report
From the Paper
"Southwest could have adopted some of the popular managerial philosophies of the day instead of crafting its own company ethos. But it decided to treat its employees with as much care as some companies treat their customers, and made the idea of 'free nuts' on cheap flights (both in terms of its employees as well as its snacks) part of the company image. Value and democracy rather then exclusivity was what was important to Southwest. Company CEO Herb Kelleher even engaged in a publicity-building arm-wrestling match for the right to use the slogan: "just plane smart," the proceeds of which went to charity. The company's core belief is "to follow the Golden Rule--to treat people the way that you want to be treated, and pretty much everything will fall into place" ("Southwest Airlines' Colleen Barrett flies high on fuel hedging and 'servant leadership,'" 2008, Knowledge@Wharton). This means that if a company shows respect and loyalty to its employees, provides them with fair wages and benefits, and treats their input as valuable, employees will return the favor of consideration."
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Customer Expectations in the Hospitality Industry, 2009.
An evaluation of customer expectations and their management in the hospitality industry.
7,220 words (approx. 28.9 pages), 42 sources, APA, AU$ 208.95
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Abstract
This paper evaluates how expectations are created and explains the dominant approaches used for measuring customer expectations in industry. It specifically examines how customer expectations are managed in the hospitably industry and assesses how customer satisfaction measurement approaches are specifically applied to the hospitality industry.
Table of Contents:
Introduction
How Expectations Are Formed
Nature and Characteristics of Expectations
Measurement of Customers' Expectations
Customer Expectations in the Hospitality Industry
Measurement of Customer's Expectations in the Hospitality Industry
Summary
From the Paper
"Fourth, hospitality providers who compete primarily for business travelers must concentrate on creating a more concerted, cohesive strategy to attain customer satisfaction and loyalty first, over using price or promotion to attract and retain customers (Zolkiewski, Lewis, Yuan, Yuan, 2007). This specific segment is price-insensitive given the fact the majority of their expenses are paid by their companies. The use of SERVQUAL is critical for finding the gaps in performance and expectations over time in this primary and most profitable segment in the hospitality industry."
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ChoicePoint Case Study, 2009.
A case study analysis of the internal challenges and data breaches that ChoicePoint has experienced, with recommendations for the future.
2,727 words (approx. 10.9 pages), 20 sources, APA, AU$ 105.95
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Abstract
This paper presents a casestudy that discusses the systemic challenges that ChoicePoint is facing. The paper specifically discusses the internal challenges and data breaches that the company has experienced. Existing processes and their impact on individual's privacy are analyzed and recommendations are made regarding legislative changes required that will protect individual privacy, yet allow enough latitude for the personal data industry to still respond to the needs of corporate and government customers.
Table of Contents:
Introduction
ChoicePoint's Systemic Challenges
The Personal Data Industry Needs To Change
Privacy Advocates
ChoicePoint's Response to Congress
Conclusion
From the Paper
"Only by completely re-ordering the company's approach to managing data privacy at the process and system level and also making GRC a corporate strategic priority by creating a Chief Governance Officer will ChoicePoint be able to overcome the risk of being massively regulated by congress. Derek Smith needs to get out of the business of selling data to small and medium businesses as well; these transactions are not scalable in a GRC framework as proposed in this paper and the incremental revenue is not worth the risk. Ultimately ChoicePoint will be able to work with congress only by disclosing how errant their processes and systems have become and how they welcome periodic audits of their GRC strategic plans and ISMS initiatives. To be anything less than accountable and willing to disclose is to risk intensive regulation."
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Team Conflict Resolution, 2009.
A brief look at the use of team conflict resolution in an organization.
781 words (approx. 3.1 pages), 6 sources, APA, AU$ 35.95
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Abstract
The paper discusses various approaches for managing team conflict but points out that the primary factor in conflict resolution is communication and careful listening. The paper shows how conflict resolution is effective in resolving disputes and differences among members of a team.
Outline:
Objective
Introduction
Managing Team Conflict Resolution
Teams Have Advantage Over the Individual
Summary and Conclusion
From the Paper
"Team conflict resolution is a vital aspect of the manager's responsibility in the organization. Team conflict can be healthy and increase the effectiveness of the team if managed properly. The work of Gillin (2004) entitled: "Conflict Resolution, Negotiation & Team Building: Reviewing an Impossible Course that Worked" states that human life "is characterized by social relations. As social beings, we construct, maintain and change the social worlds within which we live - in part through negotiation, cooperation and conflict resolution. Conflicts are a normal part of our social relation and world construction." (Gillin, 2004)"
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"Gadgers" - A business Plan, 2009.
The paper is a detailed business plan for an independent ecommerce, retail online business.
10,000 words (approx. 40.0 pages), 14 sources, MLA, AU$ 262.95
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Abstract
The paper is an extensive, detailed and long-term business plan for a company by the name of Gadgers which is an online store specializing in electronic gadgets such as, but not limited to, car electronics, audio players, games consoles, video equipment, baby monitors, surveillance equipment, and other popular electronic items. The company is an independent ecommerce, retail online business, providing consumers with the opportunity to purchase branded merchandise at low prices. The paper includes tables, graphs, and a glossary of terms.
Table of Contents:
General overview
What We Offer
Location
Market product and service
Management expertise
Reasons why the business will succeed
Business Goals
S.M.A.R.T (Specific, Measurable, Achievable, Realistic, Timely)
Short term 0-2 years
Medium term 3-5 years
Long term over 5 years
Summary of financial needs and application of funds
Summary of earnings projection
Security you are prepared to pledge
Management
List of owners
List of Support Business Advisors Who Will Formally Offer Business Advice
Important employee regulations and policies
Mission Statement
Business Description
Marketing Plan
Price comparison among competitors and benefits analysis
Propriety position
Products or Services Pricing Strategy
Selling price for products
Cost of materials and supplies for products
Cost of selling product
Pricing policy
Description of the total market
Industry trends (past, present, and future)
Target market
Marketing plan/strategy
Location
Equipment
Work flow
Inventory control
Supplies and materials
Growth
Registrations and Regulations
Zoning, permits, contracts and licenses or patents
Insurance
Taxes
Glossary
Appendices
Research
From the Paper
"The marketing strategy in the first three years will be to build brand recognition. The first year of operation will focus on mass media to create business identity. It is imperative that early adopters obtain widespread awareness of services and benefits. In addition, the first year of operation will be used to solidify the services concept and identify any weaknesses in the service offering. In comparison, during years two through three, Gadgers will be focused on rapid growth to establish a strong market niche while attending to brand positioning, gaps in market coverage, and additional opportunities for market segmentation. Recently listed as the fastest growing market in terms of online shopping, America is a prime target for Gadgers. Equally prime is the target market of those who already shop on the Internet. Comfortable already with the concept of shopping online, and technologically-savvy enough to use the computer for their shopping needs, this group will be the most likely to purchase electronic products from Gadgers for several reasons. First of all, this group of consumers will not only be comfortable with shopping on the Internet, but the convenience of this kind of shopping will be preferable to the group. This group of consumers can either be male of female, are probably in their late teens to late twenties, and most likely have some type of post-high school education. Their interest in electronics and preference for handing all business over the Internet were probably developed during their college years. In order to market to this target group, Gadgers will focus on Internet marketing, featuring advertisements on other electronics web sites such as ITunes, developing a Face book and My Space profile, and providing promotional codes for free coupons. Gadgers will also target those who already shop on the Internet by allying themselves with shopping club web sites such as Quixtar.com and Mypoints.com. The final primary marketing strategy will be to create a blog including a video and photo contest, offering free merchandise to the winner. This will draw online shoppers and technology-savvy young people to the web site. Gadgers must undertake these primary marketing objectives in order to compete with the primary competitors, web sites of established electronic brick and mortar sties such as Best Buy and Radio Shack. The size of this market is rather extensive, with Best Buy topping the charts of most electronics purchases, and specialized stores like Radio Shack and the Mac store picking up the leftovers. Gadgers can compete with these types of brick and mortar stores in both prices and versatility of items offered, as Gadgers will provide one web site containing many brand name items at lower prices than in stores. This information will be effectively communicated in the online marketing strategy detailed above."
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DoubleClick, 2009.
An analysis of Doubleclick's acquisition of Abacus Direct.
2,475 words (approx. 9.9 pages), 14 sources, APA, AU$ 97.95
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Abstract
This paper explains that the privacy challenges, which were inherent in DoubleClick's business model and further accentuated by its acquisition of Abacus Direct, have become a precedent for Internet privacy cases and litigation. The advantage of Abacus Alliance to DoubleClick was the ability to segment on additional dimensions, including the use of psychographics, with greater levels of accuracy. The paper relates DoubleClick's response to legal charges and its privacy policy and then provides suggestions for revising the company's information systems architecture.
Table of Contents:
Introduction
Advantages of Abacus Direct
Critiquing DoubleClick's Response to Charges
Assessing DoubleClick's Privacy Policy
Revising and Augmenting an Information Systems Architecture
From the Paper
"Despite the initial steps that DoubleClick had taken to respond to privacy advocates' concerns, the pressure continued until specific aspects of how cookies were managed, reporting managed and the integration of Abacus Data were handled were all modified. These steps also ensured that consumers' privacy would be maintained while not comprising the innate strengths of the DoubleClick business model and unique strengths as a platform for Internet marketing campaign planning and execution."
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The Federal Anti-Kickback Law, 2009.
Examines the Federal Anti-Kickback Law (42 U.S.C.S. 1320a-7b(b)) as it applies to the writer's possible involvement in a joint venture agreement with another medical group, which has many Medicaid patients.
900 words (approx. 3.6 pages), 5 sources, MLA, AU$ 40.95
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Abstract
This paper describes the Federal Anti-Kickback Law, (42 U.S.C.S. 1320a-7b(b)), which prohibits a person from paying or seeking payment in exchange for referred business that will be reimbursed by a federal health care program, including Medicaid. These violations are a felony and can have severe consequences. However, the law does have several safe harbors. Nonetheless, because the law has been narrowly interpreted in the courts, the writer believes that the proposed arrangement in this joint venture agreement with another medical group appears to possibly violate the Federal Anti-Kickback Law.
From the Paper
"The Office of Inspector General (OIG) of the U.S. Department of Health is in charge of enforcing the Federal Anti-Kickback Law. The OIG has developed regulations to help ensure compliance with the Law, but is also aware that many contemplated arrangements may not fall within the safe harbors, but still would not violate the Law. Therefore, the OIG will provide advisory opinions about specific proposed business arrangements."
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Organizational Behavior Terminology and Concepts, 2009.
A look at organizational behavior from many aspects.
1,294 words (approx. 5.2 pages), 9 sources, APA, AU$ 56.95
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Abstract
This paper looks at the subject of organizational behavior in a business setting and sets out to evaluate the foundational elements of organizational behavior including culture, diversity, communication, business ethics and change management.
From the Paper
"The complexities of organizational behavior resist discrete delineations and instead invite a more cohesive, coordinated approach to studying this area of management. There are many factors that influence organizational behavior, many of which resist quantification yet are essential for the successful functioning of an organization. A subset of these factors is discussed in this paper including organizational culture, diversity, communication, business ethics and change management. Taken together, these concepts form the foundation of describing what organizational behavior's implications are for companies pursuing their objectives."
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Venture Capital Early Stage Investments, 2009.
An analysis of why private equity firms in Europe and the UK are moving away from venture capital early-stage investment.
9,615 words (approx. 38.5 pages), 37 sources, APA, AU$ 254.95
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Abstract
This paper investigates 3i's and Apax's reasons for leaving venture capital (early-stage investments). It reviews the venture capital industry's performance in the UK and Europe in order to understand the context for the decisions of 3i and Apax. Finally, the paper seeks to understand the implications of these decisions for venture capital.
Table of Contents:
Objective Of The Study
Focus Of The Study
Research Questions
Introduction
Analysis Of The Venture Capital Industry In The Uk & Europe
Case Study: Apax
Case Study: 3i
Conclusion & Findings
From the Paper
"Kohn (2008) states in the Committee on the Global Financial System Working Group (2008) in a report entitled: CGFS Papers: No. 30 Private Equity and Leveraged Finance Markets that in the past few years leveraged buyouts (LBOs) have been characterized by "low levels of investor risk aversion that prevailed until mid-2007" and this gave encouragement to LBO deals to be involved with lower quality loans yet because of the various levels of "leveraged loan rating coverage across geographical areas and over time, it is difficult to infer the trend in the overall credit quality of LBO loans." (Kohn, 2008) There is noted the simultaneous decline in risk compensation and credit quality of leveraged loans as shown in the following charts labeled Figure 9 in this study."
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Merit Pay and Automatic Pay, 2009.
This paper looks at the advantages of merit pay over automatic pay rises.
1,555 words (approx. 6.2 pages), 8 sources, APA, AU$ 66.95
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Abstract
In this article, the writer explains that merit pay, or pay-for-performance, compensation schemes base employee pay raises on their performance instead of awarding pay increases or bonuses automatically based on periodic raises according to schedule. The writer maintains that in principle, merit pay motivates higher performance because the eligibility for pay raises is determined by relative performance. The writer then discusses that in many cases, this is true, but merit pay is more likely to generate problems not associated with automatic pay systems in certain industries. The writer maintains that generally, merit pay is best suited to industries where performance is measured strictly by output. The writer concludes that certain vocational environments are more likely to benefit from merit pay than others, but in all cases, effective management oversight is necessary to ensure the positive outcome envisioned by merit pay system proponents.
Outline:
Abstract
Automatic Pay Systems Issues
Merit Pay System Issues
Industry-Specific Merit Pay Issues
Conclusion
From the Paper
"To a certain extent, merit pay reward systems can re-establish
elements of this psychological connection to vocational achievement by providing a means through which workers can once again be motivated to perform their best work, provided only that some objective criteria exists for measuring output.
"To illustrate, where a farmer produces milk and eggs for competitive sale at a profit over his costs, there is a very direct relationship between his commitment to his work (as represented by the volume of his milk and egg output) and his compensation. The more he works and the more efficiently he works, the more he earns for his efforts. Conversely, where a secretary works at the headquarters office of a large industrialized corporate farming company, there is little connection, and therefore little direct psychological reward for performing well on the job."
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TerraLogos and Branding, 2009.
This paper looks at the marketing of home energy inspections, focusing on TerraLogos Green Home Energy Services, Inc.
908 words (approx. 3.6 pages), 5 sources, MLA, AU$ 42.95
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Abstract
In this article, the writer looks at TerraLogos Green Home Energy Services, Inc. that is a service-based company located in Baltimore, Maryland. The writer explains that this company provides advice to home owners and prospective home owners as to how to make a home healthier, more environmentally friendly and energy efficient. The writer also discusses that, because of TerraLogos's mission, the company is uniquely positioned to capitalize on current trends emphasizing the need for sustainable, greener home environments. Additionally, the writer looks at different branding and marketing efforts through which TerraLogos could market its services to consumers who are concerned about high heating and cooling costs, ventilation, mold, and other concerns.
From the Paper
"After inspecting a home and advising, for example, a new home buyer about the need for a new central air system, the home inspector could refer the owner to TerraLogos, which could then provide an energy audit of the home, so that the new system could be installed in the most economical fashion possible to the customer, and reduce the global footprint of the home on the environment. All involved parties would benefit from this partnership--the owner would be glad to employ home inspectors that could give them a trusted referral to an energy-conscious company like TerraLogos, TerraLogos and the home inspectors would both benefit from the added business, and the consumer would prosper from the added savings.
"Another effective way for TerraLogos to brand itself as "your partner in home energy efficiency," might be to advertise in conjunction with home improvement stores that market green appliances and products, given that consumers surfing such sites might be overwhelmed at the many options for improving their homes, and desire professional advice. During the early stages of branding, even engaging in certain community service products at a 'cost' might be one way of demonstrating the TerraLogos's commitment to energy efficiency, its ethics, and also its ability to generate proven community services."
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Allstate Insurance Company, 2009.
Presents a marketing plan for Allstate Insurance Company with an emphasis on promotions for individual agents.
7,855 words (approx. 31.4 pages), 14 sources, APA, AU$ 221.95
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Abstract
This paper describes that the target market for Allstate Insurance Company, in their saturated, mature insurance market, is everybody. The paper first analyzes the competition and business cycle to reveal a cash cow position. The paper then recommends an aggressive marketing plan to win market share by setting quantifiable sales goals for Allstate agents, who must operate as small business entrepreneurs.
Table of Contents:
The Company
Allstate's Products and Services
Allstate's Industry and Competitors
Organizational Structure
The Current Market Situation
SWOT Analysis
Marketing Goals and Objectives
Budget
Tracking the Progress of the Marketing Plan
Marketing for the Individual Agent
Window Sign Advertising
Radio and television advertising
Placemat Advertising
On Hold Advertising
Newspaper Advertising
Newsletters and Brochures
Mailing companies
Advo Bulk Mailing
Mail inserts
Circulars
Door Hangers
Magazine Display Rack and Counter Displays
Lead Hunter's
Summary
From the Paper
"Despite these consistent revenue streams, Allstate has seen dramatic fluctuations in their net income. The main culprit was heavy hurricane-related losses in 2005, though 2007 also saw significantly higher losses than the year previous, cutting into the net income. All the same, the past two years have seen strong improvement in earnings per share over any of the previous five years. The losses on policies have generally been the sole culprit for fluctuations in net income. Operating expenses have remained steady over the past five years."
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Personnel Management, 2009.
This paper explores the function and metrics of assessing employee performance.
1,619 words (approx. 6.5 pages), 8 sources, APA, AU$ 68.95
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Abstract
The paper discusses measures companies can use to manage employees, including the setting of benchmarks for employee performance, the consideration of metrics for assessment of employee and team performances, and the overall shift from financial models of management to employee-centered strategies. The paper refers to the histories of industrial development and the discourse on its psychological effects as shown in the Bethlehem Steel company. The paper believes that by diverting attention from a singular focus on profitability, it is likely that organizations will achieve higher marks in categories that are more beneficial to the consumer, to the bottom line and to the personnel involved at every level.
From the Paper
"It is important for an organization attempting to evaluate its own performance to consider a wide range of factors. Though financial indicators are often used to evaluate performance, there is evidence that these indicators result in what is called a lagging outcome, where companies rely incorrectly on economic factors from the past to make decisions about the present and the future. (Rodrigue, 1) Instead, a more effective evaluation strategy should include performance indicators for organizational qualities that produce these financial indicators. Most specifically, by better understanding the implications of such factors as personnel performance and the managerial oversight of such operational performance, it is distinctly possible to create a more relevant way to motivate and measure performance than the typically outdated ways of financial measurement and singular financial incentive. Indeed, this is reinforced by current and predominant research, which contends that "the conceptual and empirical work relevant to this question has progressed far enough to suggest that the role of human resources can be crucial." (Becker et al, 779)"
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Media Plan For Steve and Barry's, 2009.
A case study analysis of the marketing strategy of the apparel store, Steve and Barry's.
1,236 words (approx. 4.9 pages), 7 sources, APA, AU$ 55.95
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Abstract
This paper presents a case study of the apparel store, Steve and Barry's. It provides a background and history of their business model and describes their goals and objectives. The paper then specifically discusses the marketing strategy that Steve and Barry's launched in 2006 and discusses how it was unique in the apparel industry.
Table of Contents:
Background and History of the Steve and Barry's Business Model
Goals and Specific Objectives
Audience
Message and Response Measurement
From the Paper
"While the low-cost viral marketing type of approach to advertising has already proven itself successful with respect to young people, it may be that more traditional modes of advertising may be required to reach parents and older adults, provided the studies and focus groups suggest that the additional cost of separating the campaign that way is worthwhile. The success of campaign will be measured by revenue increases during the quarter immediately following any such changes in marketing efforts. Additionally, the success of the campaign will be measured by increased brand recognition as determined by electronic media such as Google trends and response rates to promotional initiatives designed to quantify apparent changes in brand awareness, Internet presence in social messaging sites and blogs."
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