by Tso Miu Lin Debbie. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1999. / Includes bibliographical references (leaves 55-61). / Questionnaire also in Chinese. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF ISSUSTRATIONS --- p.vii / LIST OF TABLES --- p.viii / PREFACE --- p.ix / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- METHODOLOGY --- p.3 / Sample --- p.4 / Basic Contents of the Questionnaire --- p.4 / Limitation of the Questionnaire --- p.5 / Chapter III. --- FINDINGS OF THE RESEARCH --- p.6 / General Card Users Distribution --- p.6 / Credit Card Holding --- p.6 / Type of Credit Card Held --- p.7 / Different Aspects of Credit Cards --- p.8 / Important Aspects --- p.8 / Reasons for Not Paying by Credit Card --- p.10 / Reasons for Paying by Credit Card --- p.11 / Marketing Program of Credit Cards --- p.12 / Effective Marketing Channels to General Users --- p.12 / Effective Marketing Channels to High-end Users --- p.13 / Default Risk of Credit Cards --- p.13 / Total Credit Limit to Revenue Ratio --- p.13 / Credit Card Balances --- p.14 / Roll Over of Credit Card Balances --- p.15 / Roll Over of Card Balances to Revenue Ratio --- p.15 / Rejection of Credit Card Application --- p.16 / Interest-bearing Credit Cards Users --- p.16 / Demographic Characteristics of Interest-bearing Credit Card Users --- p.17 / Consumption Pattern --- p.17 / Gender --- p.18 / Age --- p.18 / Occupation --- p.19 / Home Condition --- p.19 / Education --- p.20 / Credit Card Behaviors of Interest-bearing Credit Card Users --- p.20 / Heavy Credit Cards Users --- p.21 / Demographic Characteristics of Heavy Credit Card Users --- p.21 / Consumption Pattern --- p.21 / Gender --- p.22 / Age --- p.22 / Occupation --- p.23 / Home Condition --- p.23 / Education --- p.24 / Credit Card Behaviors of Heavy Credit Card Users --- p.24 / Roll over frequency --- p.24 / Roll over card balances --- p.25 / Chapter IV. --- ANALYSIS OF RESEARCH FINDINGS --- p.26 / General Card Users Distribution --- p.26 / Different Aspects of Credit Cards --- p.26 / Physical Functions Vs Psychological Functions --- p.26 / Card Issuers Vs Co-branding Partners --- p.27 / Price Conscious Credit Card Users --- p.28 / Credit Cards Usage --- p.28 / Default Risk of Credit Cards --- p.28 / Effective Marketing Program --- p.29 / Effective Marketing Program for General Users … --- p.29 / Effective Marketing Program for Interest-bearing Users --- p.30 / Effective Marketing Program for Heavy Users --- p.31 / Chapter V. --- RECOMMENDATION --- p.32 / Product --- p.32 / Functional Aspects of Credit Cards --- p.32 / Co-branding Partners of Credit Cards --- p.33 / Price --- p.33 / Place --- p.34 / Promotion --- p.35 / Promotion for General Credit Card Users --- p.35 / Promotion for Interest-bearing Credit Card Users --- p.36 / Promotion for Heavy Credit Card Users --- p.37 / Default Risk --- p.38 / Chapter VI. --- CONCLUSION --- p.39 / GLOSSARY --- p.42 / APPENDIX --- p.46 / Questionnaire (English version) --- p.46 / Questionnaire (Chinese version) --- p.51 / BIBLIOGRAPHY --- p.55

by Tsoi Wing, Yeung Yin Ping. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1999. / Includes bibliographical references (leaf 78). / Questionnaire also in Chinese. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF ILLUSTRATIONS --- p.vi / LIST OF TABLES --- p.vii / Chapter CHAPTER I. --- BACKGROUND --- p.1 / Growing Maturity of the Mobile Telecommunications Industry --- p.1 / Intense Competitions in the Industry --- p.3 / Company Overview: Hutchison Telecom --- p.9 / Significance of Customer Satisfaction and Loyalty --- p.12 / Objectives of this study --- p.13 / Chapter CHAPTER II. --- MACRO-ENVIRONMENT ANALYSIS --- p.14 / Political /Legal Impact --- p.14 / Economic Impact --- p.16 / Socio-cultural Impact --- p.17 / Technology Impact --- p.18 / Chapter CHAPTER III. --- INDUSTRY ANALYSIS --- p.20 / Internal Rivalry --- p.20 / Market Entry --- p.31 / Substitutes --- p.31 / Buyer Power --- p.32 / Supplier Power --- p.33 / Overall Implications --- p.33 / Chapter CHAPTER IV. --- COMPANY ANALYSIS --- p.34 / Strengths --- p.34 / Weaknesses --- p.37 / Opportunities --- p.39 / Threats --- p.40 / Chapter CHAPTER V. --- MARKET SURVEY --- p.42 / Survey Objective --- p.42 / Research Methodology --- p.42 / Limitations --- p.43 / Results and Findings --- p.44 / Chapter CHAPTER VI. --- RECOMMENDATIONS --- p.59 / Product Strategy --- p.59 / Pricing Strategy --- p.62 / Place Strategy --- p.63 / Promotion Strategy --- p.63 / Chapter CHAPTER VII. --- CONCLUSIONS --- p.64 / Chapter CHAPTER VIII. --- APPENDICES --- p.66 / Appendix 1 - Recent Major Events of Hutchison --- p.66 / Appendix 2 - Organization Structure and Objectives of OFTA --- p.67 / Appendix 3 - Customer Survey Questionnaire --- p.68 / Appendix 4 - Customer Survey Results --- p.71 / Chapter CHAPTER IX. --- BIBLIOGRAPHY --- p.78

The purpose of this study is to investigate the impact corporate stadium naming rights. In particular, this project will assess consumer perceptions of stadium naming rights as a means for determining its effectiveness as a marketing approach. A survey of CSUSB students was conducted in order to obtain their perceptions of the relative marketing attractiveness of naming rights for a local minor league baseball stadium.

According to Blackwell, Miniard, and Engel (2001), "[c]ulture has a profound effect on why and how people buy and consume products and services" (p. 320). In the present study, Hofstede's classifications of national culture are used as a framework to examine the relationships among long-term orientation national culture (Taiwan and United States), type of clothing (formal and casual clothing), and gender (female and male) on consumers' clothing values (aesthetic, economic, political, religious, social, and theoretic clothing values). The data collection method was a direct handout questionnaire in classes at Oregon State University in the United States and at National Pingtung University of Science and Technology in Taiwan. A seven-point scale was used to measure the mean scores of six clothing values. The questionnaire also measured the validity of Hofstede's framework and the respondent's demographic characteristics. The questionnaire was first developed in English, translated into Chinese, and then translated back into English. Overall, 487 of the questionnaires from the United States and 903 from Taiwan (the total number was 1390) were eligible for analysis in this study. Data from the questionnaires were analyzed using a multivariate analysis of variance and paired-sample analysis t-test. The results revealed that six consumers' clothing values were affected by national culture and the type of clothing and partially influenced by gender. As hypothesized, the mean scores of consumers' economic and religious clothing values were significantly higher in high long-term orientation (Taiwan) than in low long-term orientation (United States), whereas the mean scores of aesthetic clothing value was significantly lower in high long-term orientation (Taiwan) than in low long-term orientation (United States). Significant differences were found for gender on consumers' aesthetic, political, social, and theoretic clothing values. As hypothesized, female consumers scored significantly higher on aesthetic and social clothing values than did male consumers. Based on the results from this study, the similarities and differences among consumers' clothing values in different national cultures, between genders, and type of clothing can be important basic information for international marketers when planning and implementing marketing plans across countries. / Graduation date: 2004

Call number: LD2668 .T4 1965 B26 / Master of Science

Dissertation submitted in compliance with the requirements for the Masters Degree in Technology: Business Administration, 2008. / The aim of the study was to identify causes of churning, to find ways of managing it and to diagnose customers‟ communication needs. Furthermore the research tested the impact of messaging services on customer retention and whether these services could compensate for the declining revenue or become new cash cows for service providers. The units of analyses were young people of ages ranging from 15 to 24. This group was chosen because it was found, during the study, that they used new services more often than any other age group. The initial plan, however, was to interview the entire population of cellphone users. Stratified random sampling was used to randomly select the units of analysis. Interviews were conducted at the homes of respondents, in the streets and at a shopping centre. Causes of customer churning were found to be billing by service providers that confused customers and „better phone deals offered by the competitors‟ resulting in some of the respondents switching providers. Other aspects about which respondents complained and which therefore could cause churning are „poor network quality‟, „confusing pricing structure‟ and „long waiting on customer care line‟. The respondents indicated that their communication needs could be satisfied by services that are easy to use, a helpful customer care agent and being able to retain a number when switching a service provider. Therefore churning could be managed by removing or reducing the causes of it and attracting the customers by meeting their communications needs, which are, improving customer care service and designing services that are easy to use. The research was inconclusive on the messaging services. Of the three new messaging services that were studied, only one was extremely popular, while the other two were hardly used. Instant messaging was the second most used service to voice and SMS and it was also ranked second, in order of importance. The other two messaging services, mobile email and MMS, received low rankings from the respondents. In addition more than a quarter (27%) of the respondents had never used mobile email. The implications of these findings are that service providers should improve their customer care service and design services that are easy to use.

Thesis (MComm)--Stellenbosch University, 2000. / ENGLISH ABSTRACT: It is generally accepted that profitable relationships with customers are increasingly important in determining the long-term success of the modem enterprise. Customer relationship management (CRM) is widely considered as an appropriate methodology for building strong and mutually beneficial relationships with customers and, therefore, the study established the definition and scope of CRM. Customer knowledge could be considered a cornerstone of any CRM strategy and the ability of the enterprise to create and leverage customer knowledge is viewed as a source of competitive advantage. The study aimed at establishing clarity on the methodologies and approaches to the organizational knowledge creation process. Finally, the integration of knowledge creation and leverage processes into the CRM strategy was considered. Scrutiny of the available literature revealed a comprehensive description of the concept of CRM. The various models of CRM presented in the study clearly illustrated the different focus areas and components of CRM. The most prominent characteristics of a CRM strategy were found to be an emphasis on strategy, the networking of key stakeholders, customer intimacy and the use of appropriate technology. The approaches to the creation of organizational knowledge were analysed and it was found that the conversion between tacit and explicit knowledge is key to the creation of organizational knowledge. The generally accepted principles for the leverage of knowledge were adapted for possible incorporation into a CRM strategy. The salient conclusion of this study was that a knowledge creation process could be used to build the enterprise's stock of customer knowledge. It was found that the principles of knowledge leverage could be applied to the customer knowledge base in order to build lasting and profitable customer relationships. Recommendations were offered for the improved leverage of a CRM strategy through the integration of knowledge creation, knowledge leverage and CRM methodologies and principles. Finally, suggestions were made for further academic research on the anatomy and implementation of CRM. / AFRIKAANSE OPSOMMING: Dit word algemeen aanvaar dat kliente verhoudingsbestuur 'n toenemende rol sal speel in die lang termyn sukses van die moderne onderneming. Kliente verhoudingsbestuur word wyd erken as 'n gepasde metodologie om sterk en wedersyds voordelige verhoudinge met kliente te bewerkstellig. Die studie het ten doel gehad om die definisie en omvang van kliente verhoudingsbestuur te bepaal. Kliente kennis is 'n hoeksteen van enige kliente verhoudingsbestuur strategie en die onderneming se vermoeë om kliente kennis te skep en te benut word gesien as 'n bron van kompeterende voordeel. Die studie het gepoog om duidelikheid te verkry oor die metodologieë en benaderings wat gevolg kan word in die ondernemingskennis skeppingsproses. Ten slotte is die oorvleueling tussen die kennis skeppingsproses en die kliente verhoudingsbestuur strategie ondersoek. Gebasseer op die studie van die relevante literatuur is 'n omvattende definisie van kliente verhoudingsbetuur blootgelê. Die onderskeie modelle van kliente verhoudingsbestuur wat ondersoek is in die studie, het die fokus en verskeie komponente van kliente verhoudingsbestuur uitgelig. Die mees prominente karakter eienskappe van die kliente verhoudingsbestuur strategie is aangedui as die fokus op ondernemings strategie, netwerke van belangegroepe, kliente intimiteit en die gebruik van toepaslike inligtingstegnologie. 'n Analise van die benaderings tot kenniskepping in die onderneming het uitgelig dat die oorgang van ontasbare kennis na tasbare kennis die kern uitmaak van ondernemingskennis skepping. Die algemeen aanvaarde beginsels tot die benutting van kennis is daarna aangepas vir die moontlike gebruik in die kliente verhoudingsbestuur strategie. Die belangrikste gevolgtrekking van hierdie studie was dat 'n kennis skeppingsproses gebruik kan word om die onderneming se kliente kennis uit te brei. Daar is ook gevind dat die beginsels van kennis benutting toegepas kan word op bestaande kliente kennis ten einde langtermyn winsgewende verhoudings met kliente te bewerkstellig. Aanbevelings is gemaak vir die verbeterde benutting van die kliente verhoudingsbestuur strategie deur middel van die integrasie van kennis skepping, kennis benutting en kliente verhoudingsbestuur metodologieë en -beginsels. Ten slotte is voorstelle gemaak vir verdere akademiese studies aangaande die struktuur en implementering van kliente vehoudingsbestuur.

Thesis (MBA)--Stellenbosch University, 2002. / ENGLISH ABSTRACT: Brands, compnsing goods and services, serve to differentiate them from those of competitors. These have now proliferated to such an extent that it is difficult for brand owners to reach consumers and make their brands stand out. Brand loyalty has become one of the most frequently studied aspects of the purchasing process. It is thus defined through its measurements as the repeated purchase behaviour of one brand vis-á-vis other brands in the same category. The definition assumes a choice between two or more brands on the shelf. The objective of this project was to establish the presence of a direct relationship between brand loyalty and brand choice (or the lack thereof), in the emerging black markets of South Africa. The issue at hand is what happens in the absence of choice, i.e. the situation where there is only one brand per category. The second aspect to this is how do you measure brand loyalty in the absence of competition. The, outcome of the study clearly states that the choice that consumers are faced with in a particular market, lacks the dictionary meaning, In the absence of other brands in the same stable, loyalty has been found to exist because of the following: Brand being the first to market. Brand's superiority in terms of delivering on its promise, The presence of a strong advertising and promotions team to demonstrate its quality. Disposable incomes that are low and as such consumers' unwillingness to try other unknown brands, The lack of choice was described as a hostage situation, As long as the brand continues to deliver on quality, consumer choice will be deliberate and biased towards one brand. One very interesting other aspect to loyalty was that once it exists; it gets passed from one generation to the next. It becomes a family tradition, / AFRIKAANSE OPSOMMING: Handelsmerke onderskei produkte en dienste van hul mededingers. Die getal handelsmerke het nou tot so 'n mate toegeneem dat handelsmerkeienaars dit moeilik vind om verbruikers te bereik en hul handelsmerke duidelik van ander te onderskei. Handelsmerklojaliteit is een van die aspekte van die koopproses wat die meeste bestudeer word. Op grond van metingsprosedures word dit gedefinieer as 'herhaalde koopgedrag wat een handelsmerk bo ander handelsmerke in dieselfde kategorie bevoordeel'. Hierdie definisie veronderstel 'n keuse tussen twee of meer handelsmerke op dieselfde rak. Die doel van hierdie projek is om die direkte verwantskap tussen handelsmerklojaliteit en - keuse (of die gebrek daaraan) in die opkomende swart markte van Suid-Afrika te bepaal. Die eerste aspek van die ondersoek handel oor wat gebeur as verbruikers geen keuse het nie, m.a.w. as daar net een handelsmerk per kategorie op die rak is. Die tweede aspek handel oor die meting; van handelsmerklojaliteit as daar geen kompetisie van ander handelsmerke is nie. Die gevolgtrekkings van die studie illustreer duidelik dat die keuse wat verbruikers in 'n bepaalde mark het, nie aan 'n woordeboekdefinisie voldoen nie. Daar is ook bevind dat wanneer verbruikers nie 'n keuse van meer as een handelsmerk het nie, lojaliteit wel ontwikkel, om die volgende redes: Die handelsmerk was die eerste een wat in die mark beskikbaar was. Die betrokke handelsmerk doen sy beloftes beter gestand as ander handelsmerke. 'n Sterk advertensie- en promosiespan is teenwoordig om die kwaliteit van die handelsmerk te demonstreer. Die lae besteebare inkomste van verbruikers maak hulle onwillig om ander, onbekende handelsmerke te beproef Die gebrek aan keuse word beskryf as 'n "gyselaar"-situasie. Solank die handelsmerk aan die gehaltevereistes voldoen, sal verbruikers se keuse doelgerig daardie handelsmerk bevoordeel. Een van die interessantste aspekte van lojaliteit wat vorendag gekom het, is die volgende: as lojaliteit eers gevestig is, word dit van een generasie na die volgende oorgedra. So word dit dan 'n familietradisie.

Thesis (MBA)--Stellenbosch University, 2015. / ENGLISH ABSTRACT: The purpose of the research was to investigate the decision-making styles of urban Zambian Generation X females shopping for apparel products. The research made use of a Consumer Styles Inventory (CSI) scale developed by Sproles and Kendall (1986) to measure the characteristics of various shopping styles. Out of 300 self-administered questionnaires distributed, 180 were used for data analysis. The Cronbach Alpha coefficients confirmed the reliability of the CSI scale on 7 out of 8 decision-making styles that could be associated with the consumers under review. The study then used Analysis of Variance (ANOVA) to establish the variation between the different decision-making styles. The findings revealed that the decision-making styles of quality consciousness and a recreational shopping orientation are highly correlated. The research findings have policy implications and recommendations for the development of marketing strategies and further research have been made. / AFRIKAANSE OPSOMMING: Die doel van die navorsing was om ondersoek te doen na die besluitnemingstyle van stedelike Zambiese vroue van Generasie X wanneer hulle klereprodukte koop. Die navorsing het gebruik gemaak van die inventaris van verbruikerstyle wat deur Sproles en Kendall (1986) ontwikkel is, ’n skaal wat in Engels as die Consumer Styles Inventory (CSI) bekendstaan, om die eienskappe van verskillende inkopiestyle te meet. Uit die 300 self-geadministreerde vraelyste wat versprei is, is 180 vir die ontleding van die data gebruik. The Cronbach Alpha-koëffisiënte kon die betroubaarheid van die CSI-skaal bevestig op 7 uit die 8 besluitnemingstyle wat geassosieer kon word met die verbruikers wat ondersoek is. Die navorsingstudie het daarna van variansieanalise gebruik gemaak om die variasie tussen die verskillende besluitnemingstyle te bepaal. Die bevindings het onthul dat die besluitnemingstyle van gehaltebewustheid en inkopies wat as rekreasie beskou word, hoogs gekorreleerd is. Die navorsingsbevindinge het implikasies vir beleid en aanbevelings is gedoen vir die ontwikkeling van bemarkingstrategieë en vir verdere navorsing.

Female teenagers have been found to be the most affluent teens according to the Rand Youth Poll's nationwide survey. The survey finds the average weekly income from female teens age 16 to 19 to be $82, with $50 from earnings and the balance from their allowances. Other findings from the survey indicate that adolescent girls receive more than adolescent males in allowance from parents, as mothers understand the need for the female teen to have the income necessary to purchase clothing and cosmetics. Past research studies have attempted to measure the influence sources on teenagers when purchasing clothing by asking teens to rank different influence sources or by asking the teens who accompany them when shopping. The current research study develops a structural equation model that allows for the comparison of the three predominant influence sources identified in the consumer socialization literature, i.e., parental influence, peer influence, and promotional communications sought out by the teen. To test the model, 206 randomly selected female teenagers completed a mail questionnaire regarding the influences on clothing interest. The female teens were all members of a non-denominational youth group, age 13 to 19, living in the North Texas region. The model derived is only the third model in the marketing literature to examine the consumer socialization process, and the first in fifteen years. Examining the three main influence sources identified from consumer socialization literature, peer, parent, and media sources, the results differ from past models. The female teens perceive parental influence as a negative influence on clothing interest, contrary to past findings. Peers and media are perceived as positive influences on teen clothing interest as in past models. The results signify the need for marketing researchers to continue to investigate the dynamic nature of consumer socialization.