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Customer Satisfaction Index Of Singapore 2013: Full Year Overview, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. Customer responses are derived from Singapore’s resident population and visiting tourists, primarily through face-to-face surveys. This study serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2013. Singapore’s 2013 national score is computed using the data collected during these four quarters.

Customer Satisfaction Index Of Singapore 2013: Q1 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. This set of Q1 results begins the CSISG’s seventh year of measurement.

Principles And Practices Of Bar And Beverage Management, James Peter Murphy

Books

Murphy, J. (2013) The Principles and Practices of Bar and Beverage Management, Goodfellows Publishing Ltd, Oxford, England.

Principles and Practices of Bar and Beverage Management is a comprehensive text and resource book designed to explain the latest developments and new complexities of managing modern bars - be they stand alone or part of larger institutions such as hotels and resorts.

Principles And Practices Of Bar And Beverage Management, James Peter Murphy

Books/Book Chapters

Principles and Practices of Bar and Beverage Management is a comprehensive text and resource book designed to explain the latest developments and new complexities of managing modern bars - be they stand alone or part of larger institutions such as hotels and resorts.

Consumer expectations have changed, and a bar today must deliver an integrated social experience in a safe modern environment, which also offers the latest products and services in a professional and engaging fashion. Against a background of increasing competition and an increasingly sophisticated customer base, this text has been designed to support the bar and beverage skills …

Customer Satisfaction Index Of Singapore 2012: Full Year Overview, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, subsector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. Singapore’s performance in the CSISG relative to a select group of countries that deploy the same or similar methodologies, are shown in Figure A for reference.

This results overview concludes the scores of CSISG 2012 that comprises nine services sectors.

Customer Satisfaction Index Of Singapore 2012: Q3 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. This is the sixth year of measurement.

Competition And Price Wars In The U.S. Brewing Industry, Jayendra Gokhale, Victor J. Tremblay

Accounting, Economics, Finance, and Information Sciences - Daytona Beach

The behavior of the macro or mass-production segment of the U.S. brewing industry appears to be paradoxical. Since the end of Prohibition in 1934, the number of independent brewer has continuously declined while the major national brewers, such as Anheuser-Busch, Miller, and Coors, have gained market share. In spite of this decline in the number of competitors, profits and market power have remained low in brewing. Iwasaki et al. (2008) explain this result by providing evidence that changes in marketing and production technologies favored larger brewers and forced the industry into a war of attrition, in which only a handful …

The Competitive Front-Of-Package Labeling Of Consumer Packaged Goods: Cutting Through The Clutter, Christopher Newman

Graduate Theses and Dissertations

At no point in U.S. history have food product packages displayed so many symbols and statements regarding nutrition and health benefits (Nestle 2010). However, despite this explosion of front-of-package (FOP) health communications, obesity and health-related problems of U.S. consumers continue to be a critical concern. Therefore, it is important for marketers, retailers, manufacturers, and public policy makers to develop a more complete understanding of consumers' processing and utilization of health information on food packages, as well as how this information affects product evaluations and choices.

Therefore, this dissertation utilizes a processing fluency theoretical framework (e.g., Zajonc 1968; Jacoby and Dallas …

Customer Satisfaction Index Of Singapore 2012: Q1 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

Between 2011 and 2012, customer satisfaction for the InfoCommunications sector rose by 1.6-points to 65.9-points (on a 0 to 100 scale). This significant 2.5% improvement reverses the downward trend the sector experienced since tracking begun in 2007.

F.A.C.E.S. (Faculty Academic Community Education Showcase): Professional Growth Experiences In A Career University, Paul J. Colbert, Ph.D.

MBA Faculty Conference Papers & Journal Articles

Institutes of higher education exist for the purpose of developing, fostering, nurturing, and stimulating the intellectual growth and development of students. The core values of a college education provide students conceptual and practical educational opportunities that focus on improving their skills and knowledge. These skills and knowledge translate into purposeful, real-life learning experiences. However, in the academic community, learning is not restricted to students. Faculty, too, must be supported and provided opportunities for personal and professional growth and development. Although professional development is not a novel concept in the education profession, schools often take up the gauntlet, but fall short …

Two Hundred Hour Internship For A Las Vegas Convention Sales Department, Kristen Kostis

UNLV Theses, Dissertations, Professional Papers, and Capstones

In order for a company to be profitable, whether it is a hospitality company, a technology company or a small business, sales must be high and continue to grow over time. Companies rely heavily on their sales staff to bring in revenue to keep the company growing and profitable. So, where does this knowledgeable and aggressive sales staff come from? How often do college students take a class that is strictly related to the sales industry?

Many undergraduate hospitality programs do not include courses directly related to sales, leaving students with little knowledge of this department. In fact, some students …

Customer Satisfaction Index Of Singapore 2011: Full Year Overview, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries with 2011 marking its fifth year of measurement.

Customer Satisfaction Index Of Singapore 2011: Q3 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. Currently in its fifth year of measurement, the CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries.

Understanding The Decline Of Sales Of Destination Club Products, Heidi Goetz

UNLV Theses, Dissertations, Professional Papers, and Capstones

Purpose:

The purpose of this paper is to identify and confirm factors leading to the decline of sales of Ritz-Carlton Destination Club products.

Customer Satisfaction Index Of Singapore 2011: Q2 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the nation, sector, sub-sector, and company levels. Currently in its fifth year of measurement, the CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy both over time and across countries.

Customer Satisfaction Index Of Singapore 2011: Q1 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG), currently in its fifth year of measurement, is an indicator of the quality of goods and services produced in the Singapore economy. CSISG complements production-based measures such as Gross Domestic Product (GDP) by providing an assessment from the buyers’ point of view. Both types of measures are necessary as economic growth hinges not only on producing more, but producing better products and services.

Financial Performance And Capacity Analysis For The Mice Industry In Las Vegas And The United States, Li-Ting Yang

UNLV Theses, Dissertations, Professional Papers, and Capstones

The meetings, incentive travel, conventions, and exhibitions (MICE) industry is comparatively young and diverse. As a result, there has been limited research conducted in this field, especially from the financial performance and capacity management perspective. The purpose of this study is to fill the gap by analyzing the MICE capacity optimization issue in Las Vegas, a leading MICE destination, and in the U.S., a leading MICE country in the world. The findings and results of this study should help industry practitioners better understand the current status of the U.S. MICE industry in terms of assets efficiency, operational costs, and profitability. …

Examining The Value Of Word Of Mouth As A Marketing Tool For Poker Book, Jeffery J. Hwang

UNLV Theses, Dissertations, Professional Papers, and Capstones

In the spring of 2003, the poker world saw the launch of the World Poker Tour; that same May, an amateur poker player and online qualifier named Chris Moneymaker won the Main Event of the World Series of Poker and the $2.5 million first prize, demonstrating that virtually anyone can win at poker. The result of these two events was a “poker boom” that, by September 2005, had the two largest poker book publishers on the planet reporting ten-fold increases in sales. And yet, outside of their own company websites, most of the largest poker book publishers on the planet …

Customer Satisfaction Index Of Singapore 2010: Full Year Overview, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) has completed its fourth consecutive year of measurement since 2007. Under a quarterly measure and release system with two out of eight sectors measured per quarter, CSISG 2010 scores of companies for the Retail and Info-Communications sectors were released in the first quarter of 2010, Transportation & Logistics and Education sectors released in the second quarter, Food & Beverage and Tourism sectors released in the third quarter, and finally the current release of Finance & Insurance and Healthcare sectors, marking the end of measurement for 2010. The CSISG 2010 national score is computed …

Developing A Culturally Responsive Classroom Collaborative Of Faculty, Students, And Institution, Paul J. Colbert

MBA Faculty Conference Papers & Journal Articles

Culture is integral to the learning process. It is the organization and way of life within the community of students and teachers and directs the way they communicate, interact, and approach teaching and learning. Although founded in particular values and principles, the academy, like most organizations, is impacted day-to-day by its culture. Yet, the traditional higher education institution has not been designed to operate within a racially or ethnically diverse student population. The social, political, economic, and cultural forces that support the institution influence the teaching and learning environments. To better address cultural diversity in the classroom, faculty must first …

Recommending A Productivity Model For Singapore Hotels: A Critical Review Of Productivity Models Adopted By Researchers And Hotel Operators, Hwee Noi Goh

UNLV Theses, Dissertations, Professional Papers, and Capstones

The business challenges and intensely competitive environment in today’s economy make productivity a key factor for organizational survival. This paper examines what productivity means to the services industry, in particular, to the hotel industry. This is underpinned by an investigation of the fundamental differences between goods and services and the implications on productivity measurement and control in the manufacturing and services industries.

The purpose of this paper is to critically review productivity measurement and control methods used by researchers and hotel operators in order to find a model suitable for the hotel industry in Singapore, taking into consideration the local …

The Gap Of Event Markets Between The Us And China — Exploring Application Prospect Of Event Software In China’S Hospitality And Tourism Market, Ying Zhao

UNLV Theses, Dissertations, Professional Papers, and Capstones

This research paper compared scenarios of convention and event industry between the US and China, and explored application prospect of event technology in China’s hospitality and tourism market. The study reviewed the landscape of event market in these two countries, examined performance of event software in the US, and figured out existing technology gap between the two markets. A typical application, www.certain.com was employed as sample of event software in testing tasks fit of the technology, and analyzing demand from end-users. The result indicated that there was a significant technology gap existing between event markets of the US and China. …

Equipping Women For Food Service Sales, Robert Stegall-Smith

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this paper is to develop a training program which will equip women for success in foodservice sales. It will determine if women have greater sales skills in the current business environment. Research will be done to determine what role product and operations knowledge plays in sales success in addition to natural ability. Finally based on the findings it will be determined in what format to deliver the training

Customer Satisfaction Index Of Singapore: Executive Summary 2009, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

Since 2007, customer satisfaction from the consumption of products and services in 8 key economic sectors of Singapore were measured and scores released annually through the Customer Satisfaction Index of Singapore (CSISG). Currently the CSISG is undergoing a transition from an annual to quarterly release of results. CSISG results of 6 economic sectors were released in October 2009. The release of results for the 2 remaining sectors: Healthcare, and Finance & Insurance, and an update to the national score concludes the measurement for 2009. Starting from 2010, CSISG company, subsector, and sector scores will be updated quarterly, on a rolling …

Customer Satisfaction Index Of Singapore: First Three Quarters Executive Summary 2009, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) is now in its third year, the results of the first three quarters of CSIS G 2009 were obtained from survey data gathered between April and August 2009. The six sectors measured were: Retail, Food and beverage, Info-communications, Education, Transportation and logistics, Tourism, hotels and accommodation services.

Exploring The Impact Of Economic Downturn And Method To Increase Hotel Sales Department Revenues, Amy Forss

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this paper is to evaluate how hotel sales are affected by the weak economy and determine a business plan for hotel sales departments to survive through the current economic downturn. The goal is to suggest ways that the sales department can increase revenues and survive through the downturn to come out ahead of the competition. Suggestions will be provided to, in particular, the sales departments of hotels to continue to increase revenues despite travel being down in the United States and internationally. In doing so, it will be important to discuss how down economies have an impact …

Customer Satisfaction Index Of Singapore: Executive Summary 2008, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Institute of Service Excellence at Singapore Management University (ISES) was appointed by the Singapore Workforce Development Agency (WDA) to implement and maintain an annual benchmark for the services sectors in Singapore. The Customer Satisfaction Index of Singapore (CSISG) was first launched in April 2008 based on data collected from a nationwide survey conducted in 2007. In this second year, the results of CSISG 2008 were derived from the survey data gathered between November 2008 and January 2009.

Exploring Marketing And Sales Opportunities: How Companies Reach Their Target Market Using Hospitality And Tourism Venues For Distribution Of The Product Or Services, Ricardo J. Rodriguez-Canales

UNLV Theses, Dissertations, Professional Papers, and Capstones

Many companies unrelated or semi-related to travel and tourism have found their niche within the hospitality and tourism industry. Companies who primarily focus on fashion, retail, weddings, outdoor adventure, real estate, sports and entertainment have successfully negotiated space to promote their products and services to hospitality and tourism clientele. This can be seen at the many resorts and casinos that have retail shops in their facilities as well as golf courses, restaurants and clubs that market directly to and make their profits from hospitality patrons. This complimentary mix makes up the diverse experience travelers encounter. To narrow the focus of …

Customer Satisfaction Index Of Singapore: Executive Summary 2007, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Institute of Service Excellence at Singapore Management University was appointed by the Workforce Development Agency (WDA) to implement and maintain an annual benchmark for service related industries in Singapore. The 2007 Customer Satisfaction Index of Singapore (CSISG 2007) is based on data from a nationwide survey conducted between May 1 and July 23 2007. This survey was designed by the National Quality Research Center (NQRC) at the University of Michigan and modeled after the American Customer Satisfaction Index (ACSI).

Strategic Sourcing For A Competitive Advantage In The Hotel Industry, Debbie J. Pattni

UNLV Theses, Dissertations, Professional Papers, and Capstones

In order to remain competitive in an intensely competitive business environment, many companies have resorted to cost-cutting, lay-offs, restructuring, and increased productivity measures to manage expenses and to increase profits. Senior executives in organizations have realized that on average, 50% or more of an organization’s operating budget is spent on purchased goods and services. Therefore, the decisions made by purchasing professionals can help to determine the financial viability of the organization (Ball, 2005). Firms can increase the so-called “bottom line” by either increasing revenues or by decreasing costs. Under economic conditions of strong competition and uncertainty, it is often difficult …