word 作业

1.Presence of customerSpring airline is a budget airline provider. The air fare is cheaper than other airline. But if you choose the spring airline that you will enjoy fewer services. More people can offend. For example, do not bring enough baggage on airplane, no services before in-flight, no food and drink when in-flight. More stratify of seat on the airplane and so on.If there are some emergency happened. You cannot exchange the other airline when you choose the spring budget airline.Although there are fewer services with spring budget airline that more people choose spring budget airline.They save the money of airline fare to buy more new clothes or pants in sightseeing place.Customers enjoy the intangibility services of bring them from destination A to B when they choose the spring budget airline. The basic travelling of the plane is not visible to the customer in plane.Simultaneity and PerishabilityAs the services are offered, the services are disappeared at the same time and used by the customer at the same timeThe service cannot be stored and be used at the future time. The empty seat on a plane will be profusion if it cannot be sales when the plane takes off.2.With the continuous development of the society, people's expectation for the quality of products has been increased. therefore,the quality of product and services is consistent with the price. The main reason for this phenomenon is that competition in the same field is becoming more and fiercer. According to this, companies want to win more customer loyalty, so they continue to reinforce the quality of product and services.What’s more, We are living in the era of information technology, computer networking ha s become part of our lives, which makes customers easy to distinguish between the cost of equivalent quality and price of products and services.However, of the quality of the company goes wrong, it will definitely lead to very serious consequences. Sanlu is our case here. The cause behind the overnight collapse of such a powerful company and the life imprisonment of the boss has some main reasons. Including moral issues, but we can't ignore the quality of products and services.3.In our lives, there are companies who win success owing to the unique sales concept, the IKEA Company is a typical one.Forinstance, IKEA after-sale services take a quite user-friendly mode: DIY (DO-IT-YOURSELF). when using this mode, customers will not have long wait for what they have purchased, they can also personally install the furniture they buy and understand the structure.Such a mode thereby increases customer loyalty to the company, from the company's perspective, it also saves the company a significant amount of handling costs.IKEA is also very comprehensive of after-sales service, with the query counter at IKEA retail import / export that brings convenience for customers when shopping. Finally, IKEA has a unique operational concept, that is "never let the customer go hungry". In every corner of the IKEA retail stores, free food and drinks are provided for customers so that they will not feel tired after shopping.4.The key drivers of customer satisfaction are price, quality and time。

First, the relationship between the products and services are not equal, the service of a product comes out of an invisible service.only when the service exists independently can it draw parallels with products.For example, if you go to the supermarket to buy a bottle of Coke, you just need to spend RMB 3, and you go to a tourist destination to buy a bottle of Coke is necessary to use RMB 10. Furthermore, if you go to a bar to buy a bottle of Coke, you will use RMB 50. actually, a bottle of Coke's market value is RMB 3, the more money you spent is to buy intangible services, it can be said that these services increase the quality of the product, so that customers are willing to spend more money to buy.Then, the brand can also affect the price of the product. To illustrate, clothes with the same style and fabric may have big difference in price if they are put in ZARA or just in some general stores. this is what the brand has brought. In other words, brand brings quality to the clothes so that customers are willing to buy them.So today, the main factors affecting customer satisfaction is quality.5.。