The authors explore the research findings regarding the effectiveness of business internships on several issues: enhanced employment opportunities, realistic expectations of interns, satisfaction with the internship experience, internship prerequisites, and internship mentoring. Overall, the internship experience was found to be beneficial.
Six sigma is a way to measure the probability of manufacturing a
product or creating a service with zero defects. Presents a case study
to illustrate how the concept of zero defects, measured by six sigma,
can be applied to customer satisfaction measurement and to examine the
impact of customer expectations on the company’s strategies for
improving satisfaction. The information presented is based on actual
studies conducted for a high‐tech manufacturing company in the USA
during 1991 and 1992. The performance and expectations values and some
of the attributes have been altered for reasons of confidentiality.
Two areas of interest in the study of customer loyalty are relationship marketing and the blending of products and services. This paper develops a customer process model by integrating these ideas with the life-cycle concept. The case of a power-tools manufacturer is used as a basis to evaluate this model. Data from extensive customer studies conducted at a national level form the basis of the analysis. This study provides a framework in which to evaluate a ® rm's attempts to improve customer loyalty. The model is universal in applicability and can be implemented across the product-service continuum.
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