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Papers On Marketing & Consumer Behavior
Page 146 of 192

Service Characteristics and Consumption Trends That Impact on a Travel Agent
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This 9 page paper looks at the service characteristics needed by a travel agent and examines the trends within the travel industry. The writer looks at issues such as the changing role of the travel agent, increase consumer empowerment, the role and importance of the internet and general trends and preferences. The bibliography cites 10 sources.
Filename: TETAservice.rtf

Service Company Analysis: Southwest Airlines
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A 15 page paper. What differentiates Southwest Airlines from others in a very competitive industry? Service. This paper discusses quality of service and how Southwest seems to do the impossible – have very few complaints logged against them. The writer provides a brief background of Southwest including the many awards they have won, discusses employees and labor-management relations, and customer satisfaction. Quality gap, measuring quality, dimensions of quality and employees' role in service quality are discussed. Bibliography lists 17 sources.
Filename: PGswst4.rtf

Service Industry Issues
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This 6 page paper is written in two parts. The first looks at the airline industry, considers the consumer industry trends and then uses existing figures to forecast future trends in a stable part of the market, the UK airline scheduled flights sector, using regression analysis. The second part of the paper considers merchandising, and examines at two fast food firms, McDonalds and Wendy's looking at the similarities and differences of their in house merchandising. The bibliography cites 5 sources.
Filename: TEserind.wps

Service Marketing
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This 15 page research paper investigates successful strategies for service businesses to use to market their services. Techniques that have proven to be successful are discussed and explained. Internet Access Service Providers are offered as illustrations of how service industries can be effectively marketed. American Online is emphasized because of the errors they made as well as because they hold the lion's share of the market. Bibliography lists 14 sources.
Filename: Servicem.wps

Service Quality Measurement
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This 14 page paper critically appraises the current state of affairs with regard to service quality measurement theories and their associated underlying theoretical models. The paper includes, but is not isolated to TQM and SERVQUAL, what they are, how they are used and the way they may add value to an organisation. The bibliography cites 23 sources.
Filename: TEsermes.rtf

Service With a Smile - The "Soft" Touch Revisited
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A 3 page paper that defines the characteristics of effective service encounters and argues that a point somewhere between the pretense of "emotional labor" and the overkill of too much technicality is the best vantage point for customer relations. Included is a discussion of the "soft" skills inherent in emotional intelligence as well as a short summary of the characteristics displayed by individuals possessing these skills. Bibliography lists 15 sources.
Filename: LCServce.wps

Services Marketing; The Use of Lovelocks Matrices
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This 4 page paper identifies ten different service sectors and then answers questions set by the student including giving examples of companies in each sector, prioritising them in order of tangibility and fitting them into the matrices of Lovelock. The bibliography cites 1 source.
Filename: TElovelk.rtf

SHEPHERD CONSTRUCTION
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This 5-page paper provides a SWOT analysis (strength, weaknesses, opportunities, threats) on Shepherd Construction in the UK. Bibliography lists 10 sources.
Filename: MTshecon.rtf

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