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Monash Marketing seminars

12 October 2005

Monash Marketing Breakfast seminar

'Forgiveness: a forgotten concept in service marketing', by Dr Yelena Tsarenko, Department of Marketing.

When: Wednesday 26 October, 7.15 - 8.50 am
Where: Peter Lawrence Room, Caulfield Racecourse, Station Street , Caulfield.

Forgiveness has its basis in theology, philosophy and psychology. Some might think that there's not enough of it about in the world at the moment, but recent research has shown how the concept of forgiveness can be applied to service failure in commercial relationships between providers and customers. This seminar will offer a framework of customer forgiveness that managers can use to improve complaint-handling procedures.

For further information, contact Ms Lynda Cunningham on +61 3 9903 2151 or email lynda.cunningham@buseco.monash.edu.au.

Seminar

One century of Japanese retailing' by Professor Manao Kidachi, visiting professor from the Department of Commerce and Trade at Chuo University in Tokyo.

When: Thursday 20 October, 12.30 - 2 pm
Where: Ramler Room, Level 3, building S, Caulfield campus

Since the collapse of the "bubble economy" in the early 1990s, the Japanese retail market has been stagnant although a few exceptional retailers have modified their strategies to retain high profitability and continued growth.

RSVP for catering purposes.

For further information or to RSVP email maree.biggar@buseco.monash.edu.au.