In this assignment, I am going to investigate the effectiveness of Morrison’s use of ‘own brands’. Background information Morrison’s is a public limited company (PLC) which was founded in 1899, 120 years ago, by a man named William Morrison. Mr Morrison started selling eggs, butter along with other dairy products at a small, local market until eventually, 53 years later; William’s son took over and opened their first store. Morrison’s are continually growing and are currently the fourth largest British...
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1. Paper Title: How Improving Customer Experience Quality and Business Performance? A Case Study by Mystery Shopper Practices Authors: Yung-Lung Lai & Shih-Chieh Chang. International Journal of Marketing Studies; Vol. 5, No. 6; 2013 1.1 General description of the research method: Case Study Case study method was first defined by Benbasat et al. (1987, p. 370) as “examining a phenomenon in its natural setting, employing multiple methods of data collection to gather information from one or few entities (people, groups...
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Background and Context- Shampan is a small UK group of Contemporary Indian restaurants serving traditional curries and specials with a modern edge. Whilst all three of their (London and surrounding areas) branches offer high quality and authentic Indian cuisine, the most recent business venture for them, Shampan 3 is said to be ‘redefining Indian Cuisine’(Shampan, 2020) at their Westerham based branch called ‘The Spinning Wheel’ which offers it’s customers a timeless, high quality fine dining experience. This report will analyse...
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Observation is a proposed tracking, recording, review and evaluation of attitudes, acts, or events of people. Observational studies provide substantial insights that other methods of data collection do not. Observational approaches shed light on the actions of consumers and workers and can help address questions such as How do customers walk through supermarkets? How do they ingest goods and dispose of them? And how do workers spend their days at work? In order to explain what people are doing rather...
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Mystery shoppers are used worldwide by services to evaluate the performance of their front-line employees. An online survey of mystery shoppers compares the reality of the situation with the best practice identified (Dr. Jacqueline Douglas, 2015). It is seen as an efficient and effective instrument to gain in-depth knowledge of the customer’s perception of service delivery (Finn, 2001). When a firm is delivering the expectations of management and customers through standards of service then there is a necesity to measure...
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In Marketing term 'Mystery Shopping' is the exercise of collecting surveys through training field employees so as to calculate customer research and service, operations, merchandising and goods or services quality. After finding out the survey they give back the collected to commission organisation. So lets clear it out, what mystery shopping means. Basically, it is like secret shopping, mystery customers, spotters or virtual customers. Mystery shopping helps to find out that what the customer feels and think when the visit...
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