Product details

By continuing to use our site you consent to the use of cookies as described in our privacy policy unless you have disabled them.
You can change your cookie settings at any time but parts of our site will not function correctly without them.
Case
-
Reference no. 599-027-1
Subject category: Marketing
Authors: Peter RJ Trim (Birkbeck, University of London); Yang-Im Lee (SOAS University of London)
Published in: 1999

Abstract

Sunremix Expectations Limited is a conservatively managed, medium sized company in the industrial catering industry. It is composed of several business units: banquets and conferences; restaurants; and specialist wholesalers and retailers. The company''s head office is based in London and the majority of staff at head office are strategic marketing officers or strategic planning assistants. The company has a sales management culture and has experienced a number of recurring criticisms. An internal marketing conference involving senior managers from within the company was held so that a number of key issues could be discussed: customer service policy; types of customer complaints; responses to customer complaints; information made available to complainants; and evaluating customer service for example.
Location:
Industry:
Size:
Medium
Other setting(s):
1999

About

Abstract

Sunremix Expectations Limited is a conservatively managed, medium sized company in the industrial catering industry. It is composed of several business units: banquets and conferences; restaurants; and specialist wholesalers and retailers. The company''s head office is based in London and the majority of staff at head office are strategic marketing officers or strategic planning assistants. The company has a sales management culture and has experienced a number of recurring criticisms. An internal marketing conference involving senior managers from within the company was held so that a number of key issues could be discussed: customer service policy; types of customer complaints; responses to customer complaints; information made available to complainants; and evaluating customer service for example.

Settings

Location:
Industry:
Size:
Medium
Other setting(s):
1999

Related