Hong Kong is a country that has established several multinational businesses, mostly franchises from mother companies based abroad. It is necessary that cultural dimensions of various individuals and groups involved in franchise businesses be studied so that franchisers and franchisees have better understanding of each other as well as the business itself. Such collaborative communication borne from this understanding is believed to bring about satisfaction and loyalty of franchisees, hence, more success in the business, and more profit for the franchise. Qualitative methods such as questionnaires and focus group discussions of stakeholders from various franchise businesses in Hong Kong will be used in this study to determine if consideration of such cultural dimensions has an impact on satisfaction and loyalty of franchisees and net profit of the businesses. Chapter 1 Introduction/ Rationale Today, more than ever, businesses come in various forms. This is especially true with international businesses. Some companies expand by having more branches both locally and internationally. Ownership of these branches may either be retained by the original owners or sold as franchises to new owners but still under the same company name and operations, but different management. In cosmopolitan places such as in Hong Kong, businesses thrive well. This includes franchises of established businesses which may be based abroad. This naturally makes the franchise a multinational/ multicultural business venture. Problem Statement Like in most multicultural settings, communication between people from different cultures may pose to be a hindrance in the smooth flow of operations. There are many factors to consider here. One is cultural differences which may cause misinterpretations in communication. People may hold different belief systems and practices which may seem offensive to others without meaning to. This may spell trouble between the communicating parties and may be a crucial point in business transactions if it is not resolved. Negative consequences may escalate if miscommunication persists. It may adversely affect the business, possibly the relationship between the contracting companies involved, and the financial aspect of the business. This study will explore how collaborative communication in international settings can promote satisfaction and loyalty of franchisees and study its moderating effect on the net profit of franchise businesses in Hong Kong. Importance of the Study This study will contribute much to the field of international business especially in the area of intercultural communication. Being aware of factors that may cause conflicts and misunderstandings between parties coming from different cultures may be considered a start in the resolution of such issues. These need to be resolved right away because if not, then it may gravely affect the business relationship they share. Scope and Delimitation The scope of this study covers individuals involved in the franchise businesses in Hong Kong and their international business associates in the franchise. Data will be completed by email to facilitate dissemination and collection. The responses will delimited to the views of the participants and although they may represent the views of their own companies, the conclusion will not be generalized to the whole
Abstract Businesses that deal with multinational companies involve the consideration of cultural dimensions in order to have smoother transactions and establish collaborative communication between parties from different cultures. One reliable indicator of cultural dimensions is Geert Hofstede’s framework in studying various cultures based on the dimensions of collectivism vs…
The research objectives are as follow:
To analyse the role of loyalty programs in customer loyalty in HSBC, Barclays and Royal Bank of Scotland
To investigate the impact of customer loyalty on customer retention
To assess the loyalty patterns of customers
To understand the importance of loyalty programs in attracting, retaining and empowering customers
ut UK Retail Banking 4.2 Roles and Impact of the Financial Services Authority (FSA) 4.3 Results of 2010 UK Retail Banking Satisfaction Survey 4.4 Results of 2010 UK and Europe Retail Banking Market Survey 4.5 Results of Web Survey of 1,000 Bank Customers 4.6 Results of Telephone Survey of Barclay Life Customers in the Past 4.7 Results of an Industry Study of Internal Marketing of UK Retail Banks Chapter 5 - Conclusions Chapter 6 - Recommendations 6.1 Limitations of Recommendations 6.2 Room for Further Research References Appendix Abstract This project unveils the global economic situation as well as the UK economic conditions behind the UK Retail Banking industry problems with customer satisf
Currently, it is claimed that successful customer’s service can be reached in case different means of communication is used by the company. Face-to-face communication should be assisted by communication via email or telephone. In this case customer would have different options to satisfy his needs with the services provided by a certain company.
The spillover effects of the global economic recovery, declining exports and volatile capital flows call for adjusting economic policies (Nasution, 2012). Political uncertainties in advanced economies are responsible for downside risks that continue to loom large.
Reforms in the banking sector have also blurred the lines between banks and non-banks, thereby increasing pressure on banks to perform. Customer experience now defines service quality and poor service quality can push customers to switch service providers.
To examine the link between logistics outsourcing and customer loyalty, a narrative review was conducted in this study. Today, very few studies have focused on analyzing the factors that can affect customer loyalty in logistics outsourcing and that each of these studies were able to identify different factors that can directly or indirectly affect customer loyalty in logistics outsourcing.
The author of the paper studies the definition of satisfaction. Namely, some terms connected to the study are given. Locke, for instance, defined job satisfaction as "a pleasurable or positive emotional state resulting from the appraisal of one's job or job experiences". While Spector looks at it as a psychological variable that is related to the feeling of an employee about one's job.
This research attempts to gain an insight into the value of loyalty programmes to businesses and more specifically examine the value of loyalty programmes to hotels. Review of secondary data is applied to understand the value of loyalty programmes to businesses while a survey among hotels is conducted to examine its value to the hotels.
47 pages (11750 words)Dissertation
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