Abstract
This paper comprises of a literature review to better understand the concept of service quality and thereafter focuses on a research survey regarding the determinants of service quality at a chain of primary care clinics. The paper identifies areas of improvement and mechanisms through which such improvements might be achieved. The results of the survey are analysed and paper concludes with recommendations to management.

Outline
Background
Literature Review: Service Quality Concepts
Service and Quality Definitions
Obstacles to Attaining Service Quality Improvements
Service Quality Model
Extended Marketing Mix
Conclusion
Research Methodology
Results and Discussion
Consumer Expectation-Management Perception Gap 1
Service Quality Specification Gap 2
Service Delivery Gap 3
External Communication Gap 4
Expected Service Versus Perceived Service Gap 5
Recommendations
Annexure One: References
Annexure Two: Research Process
Step 1: Define the Problem and Research Objectives
Step 2: Develop the Research Plan
Research Approach
Research Instrument
Sampling Plan
Limitations of the Research
Step 3: Collect the Information
Step 4: Analyse the Information
Step 5: Present the Findings
Annexure Three: Aggregated Data

From the Paper
"Quality in a service organisation is a measure of the extent to which the service delivered meets the customer's expectations. The nature of a service means that the customer is present in the delivery process. Both the service outcome, as well as the service process influences the perception of quality. The perceived quality can be aligned with a continuum unacceptable quality at one end and ideal quality at the other with graduations of quality in between. This implies that prior expectations are compared with actual service delivery and the service outcome and it is this comparison that leads to perceived quality."

Tags:medicross, customer, marketing

Abstract
This paper investigates and explains why firms find it advantageous to merge, and also provides the consequences of merger activity. The author defines types of mergers and discusses them as related to merger motives and their disadvantages. Examples of different companies in different industries are provided throughout the paper to support the arguments.

From the Paper
"In order to discuss why firms find it beneficial to merge, as well as looking at the potential consequences, it must be understood what the term merger means along with the different types in existence. The term merger is loosely used to indicate any combination of two companies. However a more detailed definition would be that a merger allows the assets and liabilities of the selling company to be transferred to and absorbed by the buying corporation. Mergers are a significant part of corporate strategy."

Tags:acquisitions, takeovers, asset, liabilities, aol, time, warner, exxon, mobil, corporate

Abstract
This paper looks at how the history of strike action stretches beyond the First World War, often linked to economic fluxes and changing conditions. It examines U.K.strike patterns and policies throughout the twentieth century and provides an analysis of the firefighter strikes which took place in the latter half of 2002. It analyzes the current Government's relationship to this issue and how the various "independent bodies" are to seeking to resolve this issue. It also shows how the firefighter issues are particularly apt at present (2003) as the postal strikes continue.

From the Paper
"In 1977, the Fire Brigades Unions (FBU)1 had never taken strike action; their leaders were right wing (conservative) and at that time opposed to strike over pay2. Labor was elected in 1974 on the back of the National Miners Strike, first led by Harold Wilson and then by James Callaghan. During 1977 the firefighters had no support from any left or right wing officials on the TUC general council and consequently the odds were stacked against them. However there also was an overwhelming vote for strike action. As a result of proletarian support for the strike there was a tidal wave of collections across the country in defense of the firefighters campaign. The right wing officials of the FBU and the TUC soon secured a return to work for the firefighters."

Tags:action, conservative, industrial, picketing, tuc, miners

Abstract
This paper examines how the cost of releasing new commercial records is high and how once the public profile of an album in its primary release dies away, it often becomes uneconomical for the record label to maintain support for that release. It covers the main strategies used by record labels to generate income from back-catalogues and looks at topics such as compilation albums, re-issues and retail mechanisms.

From the Paper
"The release of a "Greatest Hits" is not necessarily a gravestone marking the end of an artist's career and it is now likely that a greatest hits compilation may be superseded by a new album. There may even be multiple greatest hits released for one act; Madonna's "Immaculate Collection" topped the British album chart in December of 1990 but still managed to re-enter the chart in January of 2001, peaking at number 21. In November of the same year Madonna released her second greatest hits album "GHV2: Greatest Hits Volume 2 " "The Best Songs of a Decade" which reached number 2."

Tags:album, business, commercial, mechanism, record

Abstract
This paper is based on findings from a research project that aimed to examine the investment environment in China (Far East/Pacific Rim). The goal of the research is to assist the C.E.O of the Quality Inns Hotel Chain gather the information to analyse and evaluate the profile of the hotel industry in China. The paper identifies and discusses five main categories of facts and issues that Quality Inns Hotel Group will be facing when enter to China hotel industry, namely: market and development of the industry; political and economical environment; operational issues; suitable key strategies; and logical way and order to develop.

Abstract
Introduction
Literature Review
Economic and Political Environment
The Market and Development of the Hotel Industry in China
The Hotel Operation Issues in China
Strategies
A Logical and Effective Route of Development
Recommendation and Conclusion

From the Paper
"Many studies on international business management have focused on cultural differences, cultural adjustment and adjustment failures of expatriate managers (Pizam, 1993; Hall and Hall, 1990; Francis, 1991; Lee, 1998; Tse, Francis and Walls, 1994). One study reported about a 40% failure rate of expatriates assigned to overseas positions (Tung, 1981). These failures were not the result of technical incompetence, but were because of cultural differences in the foreign country. Communication across cultures has a major impact on the effectiveness of management operations (Munter, 1993; Shuter, 1989). Since language is an important tool for communication, the expatriate manager's ability to speak the host language can enhance his management effectiveness and help gain respect from local staff (Harries and Bandin, 1973; Seward, 1975; Terpstra, 1978).
Expatriate managers in China might experience confusion, frustration and failure due to sudden government policy changes (Shenker, 1990; Stross, 1991)."

Tags:culture, expatriate, issues, manager, operational, polical, quality, service, shanghai

Abstract
This paper explores the major growth in "discount retailing" in the United Kingdom. A number of low-cost retailers established themselves in the UK and one of the most successful was the German retailer Aldi. This paper examines the recent trends within Aldi's UK operations and the company's strategy for increasing market share.

From the Paper
"There have been so many significant developments in retailing since the 1970's that collectively, they have been referred to as a 'revolution'. These changes include the shopping behavior of customers; the organization of the retail industry; the character of the shopping environment; the planning policies of local government; and most important of all, the introduction of new retail outlets. The major development covered here concerns the growth of 'discount retailing'. A number of discount retailers have established themselves in the UK since the early 1990's and one of the most successful has been the German retailer Aldi. This essay shall deal with recent trends within Aldi's UK operations and the company's strategy for increasing market share, together with the wider implications of Aldi's presence."

Tags:british, planning, retail, retailers, supermarkets, uk, german, shopping, behavior, customers, outlet, discount, retailing

Abstract
This paper attempts to throw some light on the issue of skills shortage and labour shrinkage, which is identified as a global issue. The study is limited to the U.K. hospitality industry due to the wide scope of the subject discussed. The actions taken by the government, commercial organisations, educational institutes and trade associations to tackle this problem are critically analysed and recommendations are made for corrective action to improve the approach towards solving this issue.

From the Paper
"The negative image of the hospitality industry in turn leads to failure in attracting more young and skilled students and labour towards it. Also, many service employees have a negative perception of their jobs, who feel their job is humiliating, insulting and demeaning as they cater to the needs and sometimes eccentric wants of customers (Ghiselli, La Lopa, & Bai, 2001). Although hospitality acts as the largest provider of the non-standard employment (ILO 2001), according to Brien (2004) a job in this sector is often considered as 'a job till they get a real job'."

Tags:students, job, provider, skill

Abstract
This paper investigates and explains why firms find it advantageous to merge, and also provides the consequences of merger activity. A definition and types of mergers are discussed along merger motives and there disadvantages. The author provides examples of different companies in different industries throughout the paper to support the arguments.

From the Paper:

"In order to discuss why firms find it beneficial to merge, as well as looking at the potential consequences, it must be understood what the term merger means along with the different types in existence. The term merger is loosely used to indicate any combination of two companies. However a more detailed definition would be that a merger allows the assets and liabilities of the selling company to be transferred to and absorbed by the buying corporation. Mergers are a significant part of corporate strategy."

Tags:aol, corporate, exxon, mergers, mobil, reorganization, restructuring

Abstract
This paper examines reasons for the East Asian economic crisis during 1997 and 1998. The World Bank report of 1993 praises many of the practices that ultimately led to the crisis. Currencies, stock markets, 'crony capitalism' and financiers are examined. The paper argues that both economic and cultural reasons are ultimately to blame for the economic crisis.

From the Paper
"In recent decades international financial institutions, most notably the World Bank, have held up East Asia as a capitalist miracle, a role model for the rest of the world to follow. The Newly Industrializing Countries (NIC's) took off during the 1970's and included countries from around the world. But is was almost exclusively the NIC's of Asia who maintained their high growth rates through the 1980's and 1990's. While the South American NIC's were left behind in the debt crisis of the early 1980's, the Asian 'Tigers' continued to surge ahead. South Korea, for example, maintained a manufacturing growth rate of nearly 9% a year during the 1980's, while exports grew by 10% a year (Hadjor: 1992). Taiwan, Hong Kong and Singapore also enjoyed such success, and they were soon joined by other Asian countries such as Malaysia and Thailand. By 1987 the combined manufacturing exports of South Korea, Taiwan, Hong Kong and Singapore totaled about half of all third world exports compared with 6% for Mexico and Brazil combined (ibid). The World Bank firmly believed that the experience of the Asian tigers constituted a viable model for other Third World countries. In 1993, the Bank published its seminal work 'The East Asian Miracle' as a guide to how the Tigers had been so successful. But disaster hit the East Asian region in 1997/98 when the economies in that part of the world took a massive beating from what became the 'Asian Crisis'. Suddenly the World Bank report and hopes for the region looked decidedly inaccurate. Here we will summarize the various views taken by the World Bank on Asian economic development before the crisis hit, together with how the effects of the Asian Crisis threw into doubt the Banks judgment."

Tags:asian, crisis, capitalism, crisis, crony, globalisation, world, bank, asia

Abstract
Massive corporate mergers are becoming increasingly commonplace in 21st-century America. As one huge merger follows another, the benefits for owners and investors are obvious. The paper argues, however, that for our society as a whole, the consequences seem far less beneficial. When too many large corporations merge, competition is reduced, consequently denying consumers a variety of benefits that they are entitled to in our allegedly free market system. The paper argues that the lack of price reduction and innovation are the two most prominent detriments to society in the face of these industry oligarchies. Because one company owns many businesses, the businesses are all run in virtually the same way, leaving very little room for creativity or competition.

From the Paper
"Time Warner's recent merger with Turner broadcasting created the largest media company in the world. It now owns cable distribution, cable channels, production, music publishing, book and magazine publishing, retail interests, film production and theater chains. An example of possible problems: the 1996 controversy over Time Warner's cable provider not wanting to distribute Fox's 24 hour news channel, a competitor with Turner's CNN. Another example is The Disney/Cap Cities/ABC merger, which combines cable, merchandising, theme park, production, film and local media outlets (Barnou, 1999)."

Tags:acquisitions, Alan, Greenspan