scholarly journals THE GOOD EGG

10.28945/3589 ◽  
2016 ◽  
Vol 1 ◽  
pp. 001-018
Author(s):  
Christopher C Olson
Keyword(s):  
Private Equity ◽  
Downside Risk ◽  
Management Team ◽  
Conversion Loss ◽  
The West ◽  
Customer Base ◽  
Loyal Customer ◽  
Average Unit ◽  
Operating History ◽  
Restaurant Chain

“Now what?” Ken pondered as he stared out the window on his flight back from Phoenix having just closed on the acquisition of a 20-unit restaurant company: The Good Egg. Ken Pendery, the CEO of the First Watch restaurant chain for the last 30 years, had just recently grown the company by 20% in one fell swoop. But what was he to do with these Arizona restaurants located more than 1,000 miles from the nearest company-owned First Watch…convert them to First Watch, leave them be, institute the First Watch menu but leave The Good Egg flag…? Ken understood that the decision regarding what to do with The Good Egg brand would have far-reaching consequences. The purchase and conversion to First Watch of two J. Christopher’s restaurants in Atlanta 18 months earlier had not gone as planned. Part of the predecessor’s loyal customer base defected, sales fell by nearly 20%, and the company struggled for the next year to restore sales and profits to pre-conversion levels. If The Good Egg were to have the same fate upon conversion, the results would be devastating for the company and the management team. Recognizing that The Good Egg was the most highly-penetrated breakfast, brunch, and lunch brand with 15 locations in Phoenix and 5 in Tucson as well as a 30-year operating history made the decision even more precarious. The reasons for conversion were clear in Ken’s mind. First Watch had 10% higher average unit sales volumes than The Good Egg. Additionally, having 20 newly-converted First Watch restaurants would provide a foothold in the West, further expanding the brand’s presence. Finally, upon the inevitable sale of First Watch by its private equity group, the valuation of First Watch would be enhanced if those 20 restaurants were converted to First Watch as opposed to selling two disparate brands. Allowing The Good Egg to simply continue to operate independently would provide a predictable, stable revenue and profit stream, and remove the possibility of conversion loss as was realized in Atlanta. Straying from this strategy posed the possibility of considerable upside potential, but also significant downside risk. This would be one of the most pivotal decisions Ken would have to make as CEO and the decision consumed him for the remainder of his 5-hour flight back to Sarasota.

Are Repeat Buyers in Cryptomarkets Loyal Customers? Repeat Business Between Dyads of Cryptomarket Vendors and Users

2017 ◽  
Vol 61 (11) ◽  
pp. 1341-1357 ◽  
Author(s):  
David Décary-Hétu ◽  
Olivier Quessy-Doré
Keyword(s):  
Technological Innovation ◽  
Limited Size ◽  
Customer Base ◽  
Internet Markets ◽  
Loyal Customer ◽  
Loyal Customers ◽  
Over Time

Organizations involved in the sale of illicit products and services have been described as small, ephemeral, and local rather than global. Given their limited size, such organizations are often unable to attract large pools of customers, but it has been noted that organizations that manage to build a small but loyal customer base are likely to be more secure and to incur fewer risks of arrest and victimization. There has been little previous research into the loyalty of repeat buyers on Internet markets but a new technological innovation, cryptomarkets, makes it now more possible to track transactions between vendors and their customers. This article looks at the level of loyalty of cryptomarket repeat buyers by tracking their purchases over time. We find that, on average, customers make 60% of their purchases from the same vendor and that providing increased amounts of information to customers increases the loyalty of cryptomarket vendors’ customer base.

scholarly journals An application of retailing service quality practices influencing customer loyalty toward retailers

2017 ◽  
Vol 35 (7) ◽  
pp. 842-857 ◽  
Author(s):  
Achchuthan Sivapalan ◽  
Charles Jebarajakirthy
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Measurement Model ◽  
Cross Sectional ◽  
Content Type ◽  
Customer Base ◽  
Quality Practices ◽  
Personal Interaction ◽  
Loyal Customer ◽  
Favorable Evaluation

Purpose Enhancing retailing service quality (RSQ) serves as a basic strategy for gaining competitive advantage in the retailing industry and enables retailers to make a loyal customer base. The purpose of this paper is to propose and empirically investigate a comprehensive mechanism for enhancing customer loyalty to retail stores via service quality practices. This study suggests information on retailers can be the antecedent of the RSQ and its dimensions, thereby proposing a comprehensive mechanism for enhancing customer loyalty to retailers. Design/methodology/approach The data were collected using questionnaire surveys from 2,375 customers of three main supermarkets in Sri Lanka. After testing the measurement model, two structural models were run to test hypotheses. Findings The findings showed that the RSQ positively influenced customer loyalty. From all the RSQ dimensions, the store’s physical aspects, personal interaction and policy had a significant influence on customer loyalty. The findings also demonstrated that information on retailers contributes to enhancing a customer’s favorable evaluation of the supermarket’s physical aspects, personal interaction and retailing policy. Research limitations/implications This study was conducted with supermarket customers in one country using the cross-sectional data. Hence, the model should be replicated among retail customers in other countries with the longitudinal data. Practical implications Practically, this study recommends to retailers which dimensions of service quality they need to focus to enhance customer loyalty to their business. The study furthermore recommends certain dimensions that need to be emphasized while retailers design their promotional and communication programs. Originality/value Information on retailers has been suggested as an antecedent for enhancing supermarkets’ service quality practices. Thus, this study proposes a comprehensive mechanism for enhancing customer loyalty to retailers via service quality practices.

The Role of Service Quality in Developing Customer Loyalty in the Banking Sector: A Case study of the Kingdom of Saudi Arabia

2014 ◽  
Vol 1 (1) ◽  
pp. 339
Author(s):  
Tariq Saeed Mian
Keyword(s):  
Saudi Arabia ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Business Environment ◽  
Extensive Literature ◽  
Kingdom Of Saudi Arabia ◽  
Customer Base ◽  
Loyal Customer

Maintaining a strong and loyal customer base is the objective of every organisation. However, in reality this is difficult to achieve in the current competitive environment. When the widespread challenges of the business environment are taken into account, organisations cannot simply plan to absorb new customers but instead adopt the strategy of preserving existing customers and promoting their loyalty to the organisation. This study examined customer loyalty in the banking sector in the Kingdom of Saudi Arabia (KSA). A theoretical model was constructed through an extensive literature review and by extracting the most relevant and important variables for customer loyalty. A questionnaire was used to collect data from customers of different banks. Regression results showed that service quality significantly influences customer satisfaction and customer trust. Furthermore, customer satisfaction and trust significantly affect customer loyalty towards banks. In this respect, service quality is imperative to maintain customer loyalty through customer satisfaction and trust. 

scholarly journals A IMPLANTAÇÃO DE PROGRAMAS E AÇÕES INCLUSIVAS EM UM MUNICÍPIO DO OESTE PAULISTA: PDDE ACESSIBILIDADE

2018 ◽  
Vol 15 (Especial 2) ◽  
pp. 57-69
Author(s):  
Ana Mayra Samuel da Silva ◽  
Elisa Tomoe Moriya Schlünzen ◽  
Danielle Aparecida do Nascimento dos Santos ◽  
Ana Virginia Isiano Lima
Keyword(s):  
Inclusive Education ◽  
Participant Observation ◽  
School Context ◽  
National Policy ◽  
School Management ◽  
Qualitative Approach ◽  
Management Team ◽  
Ministry Of Education ◽  
The West

In order for all to be included according to their needs and specificities, the objectives proposed by school education must be directed to the recognition and problematization of differences. The objective of this study was to analyze the implementation of programs and actions proposed in the scope of the National Policy of Special Education from the perspective of Inclusive Education (BRASIL, 2008), in a school located in a small municipality in the west of São Paulo. The methodology consisted of formative intervention on public educational policies, programs and actions in an inclusive perspective, and participant observation to follow the actions developed by the school management team, based on a qualitative approach. The programs and actions of the Ministry of Education are effective, since they aim to contribute and help with the guarantee, not only of access, but also of the permanence with the quality of students in the school context.

Improving Customer Relations through E-Commerce

2010 ◽  
pp. 688-693
Author(s):  
Alexander O. Rodriguez ◽  
Dorothy G. Dologite ◽  
Robert J. Mockler ◽  
Marc E. Gartenfeld
Keyword(s):  
Customer Relations ◽  
Electronic Data Interchange ◽  
Customer Relationship ◽  
Customer Base ◽  
Business Applications ◽  
Technological Advances ◽  
Data Interchange ◽  
Loyal Customer ◽  
New Business ◽  
Extensible Markup

Technological advances have been encountered by managers continually over the years. electronic data interchange system (EDI), extensible markup language (XML), e-mail, the Internet, and e-commerce are just a few that have contributed to the proliferation of new business applications in companies. This article focuses on customer relationship management (CRM) e-commerce applications. Customer relations are an important aspect of the success of any business. By strengthening relationships with customers, a company ultimately can gain a more loyal customer base, further strengthen its brand recognition, and help customers distinguish a company’s product from those of the competition.

West Kendall Baptist Hospital: meeting the demand of community-based healthcare in the new (and stormy) regulatory environment

2017 ◽  
Vol 13 (5) ◽  
pp. 592-632
Author(s):  
Miriam Weismann ◽  
Javier Hernandez Lichtl ◽  
Heather Pierce ◽  
Denise Harris ◽  
Lourdes Boue ◽  
...  
Keyword(s):  
Research Methodology ◽  
Care Delivery ◽  
Healthcare Delivery ◽  
Management Team ◽  
Regulatory Environment ◽  
Regulatory Change ◽  
Health Administration ◽  
The West ◽  
Content Type ◽  
Baptist Hospital

Synopsis The first three years of operation of the West Kendall Baptist Hospital (WKBH) in Miami, Florida provided a “poster child” for efficient and cost effective healthcare delivery to the West Kendall community that it served. The hospital leadership and management team exemplified a quality-oriented staff that moved as a cohesive and dedicated organization. WKBH exceeded every budget prediction and showed a profit in year 3, well before expected. Then came the winds of regulatory change. With the passage of the Affordable Care Act (ACA) and the attendant imposition of new reimbursement metrics, the picture at WKBH changed almost overnight. By the first quarter of 2016, WKBH started to lose money in excess of budget predictions despite its increased patient admissions, careful financial planning, expense reductions, quality service, and excellence in patient care delivery. A serious financial crisis was looming with little relief in sight. The hospital management team began to search for solutions. Research methodology The research methodology includes collecting quantitative data: original financial statements and financial data from WKBH, as well as qualitative data: interviews of hospital administrators and historical information. Relevant courses and levels Graduate capstone course in a finance course; masters in health administration; and/or the MBA program. Theoretical bases While it is clear that the ACA was designed with all good intentions, it has created substantial and perhaps, unanticipated financial burdens for caregivers. These issues are not only faced by WKBH. Most hospitals could relate to one or more of the four questions examined as part of this learning process. Graduate MBA students worked with the hospital to identify, define, focus, and resolve difficult quantitative and qualitative issues faced by the hospital as a result of major changes in the regulatory environment with the passage of the ACA. This case focuses upon the current reimbursement environment that has only recently emerged as a result of the implementation of the ACA.

scholarly journals Determining the Contact of Selected Human Resource Practices on Employee Job Retention in Pizza Max, Karachi

2021 ◽  
Vol 3 (2) ◽  
pp. 51-57
Author(s):  
Farhan Zeb ◽  
Nida Zehra ◽  
Aqsa Waqil
Keyword(s):  
Fast Food ◽  
Employee Retention ◽  
Research Study ◽  
Sampling Technique ◽  
Primary Data ◽  
Job Retention ◽  
Brand Name ◽  
Customer Base ◽  
Loyal Customer ◽  
Short Time

Fast food visage amplified challenges with the retention of employees. A newly established fast-food brand in a very short time since its commencement in 2009, Pizza Max has become the top brand name in Karachi even though facing tough and irresistible competition. Due to its extraordinary standards and exceptional service, Pizza Max already has a loyal customer base, and the brand is expanding each day with 8 branches across Karachi already. It also opened its branches in other cities of Pakistan. This research study is intended to getting an understandable and translucent view about employee job retention in diverse Pizza Max branches of Karachi. The prime intention of this research is to determine the contact and the end result of the selected factors on employee job retention in Pizza Max, Karachi. This research study brings a close-deduced representation of selected factors that align with employee retention. All Pizza max branches are tripped for primary data collection. The data was quantitatively collected with the help of survey questionnaires by using the probability random sampling technique. However, the data were analyzed via SPSS, and the outcomes were significant. The main reason for this research is to clarify the association and the result of the selected factors on employee job retention in Pizza Max. At the same time, findings show that the training has no association with employee retention in Pizza Max. However, pay and promotion have greatest association on employee retention in Pizza Max, Karachi. This research will help fast-food organizations enhance employee commitment with the organization along with helping future analysts and researchers.

scholarly journals The concept and evolution of corporate social responsibility

2018 ◽  
pp. 131-138 ◽  
Author(s):  
S. A. Orekhov ◽  
S. P. Ivanova
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Development Stage ◽  
Key Factors ◽  
Socially Responsible ◽  
Customer Base ◽  
Responsible Behavior ◽  
Loyal Customer ◽  
Integral Element ◽  
Corporate Social

Today socially responsible behavior has become an integral element of biggest corporations both in Russia and abroad. Business can get benefits from social programs and projects by improving its reputation, strengthening relations with authorities, counter-agents and global community. Concrete benefits from using social responsibility are tax and customs preferences, improvement of finance accounting, shaping the loyal customer base, emergence of new counter-agents and devotion of personnel. And especially important is the fact that corporation gets higher stability in crisis periods. Specific features of corporate social responsibility development are plurality and not uniform interpretation, the absence of any opportunity to define key factors influencing its essence. The article provides principle concepts of corporate social responsibility: the theory of corporate egoism, the theory of corporate altruism and the theory of reasonable egoism. The authors distinguish stages of corporate social responsibility development and characterize specificity of corporate social responsibility in Russia. Apart from that they provide comparative analysis of Russian and European practices of corporate social responsibility. It was pointed out that in our country the institute of corporate social responsibility is undergoing its development stage and state acts as a driver of the institute of corporate social responsibility development. It was pointed out that implementation of measures aimed at the development of non-finance accounting and real efficiency of corporate social responsibility in the country will depend on state.

scholarly journals Enhancing Customer Loyalty Through E-Banking Practices

2017 ◽  
Vol 8 (2) ◽  
pp. 45 ◽  
Author(s):  
Kajenthiran Konalingam ◽  
Umanakenan Ratnam ◽  
Achchuthan Sivapalan ◽  
Miresh Naveen
Keyword(s):  
Regression Analysis ◽  
Sri Lanka ◽  
Competitive Advantage ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Banking Industry ◽  
Relevant Literature ◽  
Customer Base ◽  
Loyal Customer

Enhancing customer loyalty serves as a basic strategy for gaining competitive advantage in the banking industry and enables bankers to make a loyal customer base. The purpose of this work is to propose and empirically investigate a comprehensive mechanism for enhancing customer loyalty to banks via e-banking practices. A questionnaire derived from previous studies and the relevant literature was completed by 472 bank customers in Jaffna city, Sri Lanka. Multiple regression analysis was performed to test hypotheses. The results indicated that customer loyalty was influenced by content & website layout, privacy & security, and accessibility. The findings of this paper contribute to previous research by adding to existing knowledge relating to e-banking practices and customer loyalty in banking industries.

scholarly journals Switching Costs and Customer Loyalty: A Review of literature

2021 ◽  
Vol 10 (05) ◽  
pp. 7-14
Author(s):  
Tawseef Ahmad Ganaie ◽  
Mushtaq Ahmad Bhat
Keyword(s):  
Customer Loyalty ◽  
Word Of Mouth ◽  
Switching Costs ◽  
Business Activity ◽  
Review Of Literature ◽  
Customer Base ◽  
Customer Lifetime ◽  
Loyal Customer ◽  
Lifetime Value ◽  
Free Word

Retaining customers in a competitive-value driven era is seen as a herculean task. Retaining customers for a longer time and reaping the benefit of customer lifetime value is seen as a major business activity that has a manifold influence on profitability, customer base, share of wallet, free word of mouth besides customer suggestions and feedback. In this direction, switching costs play an important role in influencing the customer loyalty. Switching cost acts as switching barrier which forces the customer to remain with the existing company and strengthens the customer-company longevity relationship. In view of the growing importance of switching costs and its influence on customer loyalty, this paper attempts to review switching costs and customer loyalty with a view to make switching costs barrier an effective tool to maintain a loyal customer base.

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