Improving customer service in pizza hut vietnam company (phv) for competitive advantage in vietnamese market

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Nội dung chi tiết: Improving customer service in pizza hut vietnam company (phv) for competitive advantage in vietnamese market

Improving customer service in pizza hut vietnam company (phv) for competitive advantage in vietnamese market

II0C1IIMINJI CITYOPEN UNIVERSITYmKCT.. euromedIIJHI MANAGEMENTPROJECTImproving customer service in Pizza Hut VietnamCompany (PHV) for competitive adva

Improving customer service in pizza hut vietnam company (phv) for competitive advantage in vietnamese market antage in Vietnamese marketSubmitted in partial fulfillment of the requirement of the Master in Industrial Business Management programHOCHIMINH CITY O

PEN UNIVERSITYEUROMED MANAGEMENT TOULONTHƯVIỆNName: Vu Lai Doan TrangClass: Master in Industrial Business Management 1 - 2011Project supervisor: Dr. J Improving customer service in pizza hut vietnam company (phv) for competitive advantage in vietnamese market

acques MartinTABLE OF CONTENTChapter 1: Introduction1Project topic..................................................................52Project purposes

Improving customer service in pizza hut vietnam company (phv) for competitive advantage in vietnamese market

...............................................................53Project objectives.............................................................54Pers

II0C1IIMINJI CITYOPEN UNIVERSITYmKCT.. euromedIIJHI MANAGEMENTPROJECTImproving customer service in Pizza Hut VietnamCompany (PHV) for competitive adva

Improving customer service in pizza hut vietnam company (phv) for competitive advantage in vietnamese market ......6Chapter 2: Literature review1Customer service...............................................................72Customer satisfaction............

..............................................83The importance of customer service to company business development............154Sendee standards of P Improving customer service in pizza hut vietnam company (phv) for competitive advantage in vietnamese market

izza Hut Vietnam.........................................16Chapter 3: Methodology1Data analysis.......................................................

Improving customer service in pizza hut vietnam company (phv) for competitive advantage in vietnamese market

..........262Focus group...................................................................26Chapter 4: Finding and proposalA.Findings................

II0C1IIMINJI CITYOPEN UNIVERSITYmKCT.. euromedIIJHI MANAGEMENTPROJECTImproving customer service in Pizza Hut VietnamCompany (PHV) for competitive adva

Improving customer service in pizza hut vietnam company (phv) for competitive advantage in vietnamese market and insights towards Pizza Hut chain............463The gaps between customer satisfaction and service quality of PHV.....544The root causes of defect

s in service quality & consistency ..........56B.Proposals and recommendations................................................59 Improving customer service in pizza hut vietnam company (phv) for competitive advantage in vietnamese market

II0C1IIMINJI CITYOPEN UNIVERSITYmKCT.. euromedIIJHI MANAGEMENTPROJECTImproving customer service in Pizza Hut VietnamCompany (PHV) for competitive adva