Books by Ben Beiske

Inhaltsangabe:Abstract: The importance of the World Trade Organisation (WTO) for international free trade today has enticed China to join the WTO in December 2001. The significance of WTO membership for China cannot be underestimated, inevitably speeding up much-needed economic reform in the country. The gradual transition from a planned- to a market-economy is expected to continue in the future. The severity of the impacts for the economy will depend on how successful China is in providing policies that will assist the nation in the major adjustment problems that it faces in the future. The expected, actual, and needed implications for China?s state-owned enterprises (SOEs) resulting from WTO membership will be investigated in detail; in the process, the significance of SOEs to the Chinese economy will be highlighted. SOEs are mostly ill- prepared for a post-WTO China, and the dismal state of these companies has already led to the decline of market share in the past decade. For the future, the retreat of the state is likely to continue. The main implications for SOEs from China?s WTO membership are seen in the areas of competitiveness, corporate governance, privatisation, mergers and acquisitions, property rights, unemployment, and attracting and retaining qualified personnel. This dissertation offers one of the first detailed insights into the challenges facing China?s SOEs today and the implications of China?s WTO membership for these companies, while also highlighting the areas that require future attention. The understanding of the role and meaning of SOEs for the Chinese economy is of immense importance for foreign investors wanting to invest in the country, already cooperating with China?s SOEs, or looking into the possibility of such. Inhaltsverzeichnis:Table of Contents: I.Table of Contents II.LIST OF TABLESIV III.LIST OF FIGURESV IV.GLOSSARYVI 1.INTRODUCTION1 1.1AIM &OBJECTIVES2 1.2OVERALL RESEARCH APPROACH3 1.3STRUCTURE OF THE DISSERTATION3 2.THE WTO & FREE TRADE4 2.1CHAPTER INTRODUCTION4 2.2THE WTO4 2.2.1UNDERSTANDING THE WTO4 2.2.2THE STRUCTURE &WORKING OF THE WTO7 2.2.3SIGNIFICANCE OF JOINING THE WTO13 2.3CHAPTER CONCLUSION16 3.CHINA & THE WTO18 3.1CHAPTER INTRODUCTION18 3.2CHINA?S LONG MARCH TO WTO MEMBERSHIP18 3.2.1PROLONGED DIFFICULTIES19 3.2.2FINAL ACCESSION21 3.3CHAPTER CONCLUSION22 4.METHODOLOGY23 4.1CHAPTER INTRODUCTION23 4.2OVERALL RESEARCH APPROACH23 4.2.1OBJECTIVITY, VALIDITY & [¿]

Inhaltsangabe:Abstract: This report will demonstrate the importance of Loyalty Management in the competitive environment of the airline industry and will show that a successful approach to Loyalty Management consists of three different, interlinked aspects. These three ?pillars? are Customer Service, Frequent Flyer Programs, and Complaint Management; their interdependence will be analysed in depth, with special attention given to the perceived importance of Frequent Flyer Programs. Findings from a detailed literature review and a survey show that customers do indeed perceive these issues as vital with regards to their loyalty towards a particular airline. It was found that Customer Service can be regarded as the foundation for Loyalty Management; it can help an airline to gain competitive advantage by setting it apart from its competitors. Frequent Flyer Programs, if implemented and run properly, can provide the customer with added value. As such, they compliment Customer Service and can help to increase overall loyalty. Additionally, Complaint Management was found to be gaining importance among airlines. The number of complaints was shown to be rising gradually, stressing the growing significance of efficient Complaint Management and its strong after-effect on customer loyalty. Inhaltsverzeichnis:Table of Contents: 1.INTRODUCTION6 1.1AIM AND OBJECTIVES OF THE REPORT7 1.2TERMINOLOGY9 1.3BACKGROUND INFORMATION: LOYALTY MANAGEMENT9 1.3.1DEFINITIONS9 1.3.2TRADITIONAL MARKETING AND LOYALTY MANAGEMENT10 1.3.3IMPORTANCE OF LOYALTY MANAGEMENT12 1.4CHARACTERISTICS OF THE AIRLINE MARKET13 1.4.1AIRLINE INDUSTRY ANALYSIS - STEEPLE13 1.4.1.1Social13 1.4.1.2Technological14 1.4.1.3Economical14 1.4.1.4Environmental14 1.4.1.5Political15 1.4.1.6Legal15 1.4.1.7Ethical15 1.4.2CONSOLIDATION IN PRACTICE: BRITISH AIRWAYS16 1.4.2.1British Airways and KLM16 1.4.2.2British Airways and American Airlines18 1.4.3THE CURRENT AIRLINE SITUATION19 2.LITERATURE REVIEW22 2.1CUSTOMER SERVICE22 2.1.1BACKGROUND INFORMATION23 2.1.1.1Singapore Airlines23 2.1.2REVELATION OF DISSATISFACTION24 2.1.3EMPLOYEES25 2.1.4COMMUNICATION25 2.1.5THE CUSTOMER26 2.1.5.1Customer Requirements26 2.1.6SERVICE QUALITY27 2.1.6.1Quality and Retaining Customers28 2.1.7ORIENTATION OF COMPANY29 2.1.8CONCLUSION CUSTOMER SERVICE29 2.2FREQUENT FLYER PROGRAMS31 2.2.1BACKGROUND INFORMATION31 2.2.1.1Statistics Frequent Flyer Programs32 2.2.2CRITICAL SUCCESS FACTORS [¿]