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留学生论文范文:肯德基的企业社会责任(6)

时间:2018-01-17 16:38来源:www.ukthesis.org 作者:英国论文网 点击联系客服: 客服:Damien
 
3.3.2Food quality and customer service
The product attributes of fast food could be broken up into several categories, such as nutritional, sensory and hygienic quality. Although these aspects could not be verified by food's actual consumption, it is very necessary for organizations to pay more attention on food production and processing (Baltas, 2001; Bredahl et al., 1998). In terms of environmental protection, the ethical production of human and animal welfare are key problems (Harper and Makatouni, 2002; Wier and Calverley, 2002; Grankvist et al., 2004). Holbrook's (1999) typology could be used as a tool which can measure generic costumer value. For instance, it could measure functional costumers' value and ethics. A major driver of ethical trading practices within the retail marketplace is the growing phenomenon of ethical consumerism (Brinkman and Brinkman, 2002; Hosmer, 2002), equating to a UK market value of £6.8 billion in 2001 (Co-operative Bank, 2003; cited Morven, G. and Monika.J.A. 2005). Organizations ethical behaviors could influence production distribution and customer satisfaction (Mohr et al., 2001; Morven, G. and Monika.J.A. 2005). Organizations always use branding as an effective tool to increase their reputation, add supplying meaning of consumer goods (De Chernatony, 2001, McCracken, 1993).
 
Positive and negative perspectives have influences on brand value. As a social responsible organization, branding could affect the investment on production quality management and reduce customer disappointment. According to Bacon (2004), organizations have to pay more attention on product value and market behavior, because the customer trust not only the information provided by organizations but also the good performances of them.
 
In the Yum! Annual report of 2009, it stated that KFC is going to improve the operations particularly around product availability and speed of service. KFC have actively raised their game by more aggressively pushing for higher standards by investing in more franchise field support, increasing operational audits and racking and stacking operating performance of both company and franchise stores. During the placement year, I found the KFC is better prepared to offer the consumer more choice, better value and better service, but KFC still have more to do. The goal of KFC is to stay focused on building the business back the right way and expect steady progress.
 
3.3.3Environment concerns
KFC also should take environmental protection as important as food quality and customer service. In their annual report, the company claimed that "we try our best to reduce environmental pollution and we will pay more attention on it in the future. It is very important for us to keep our customers protecting the environment. According to the facts which we are doing, people could understand and support environmental friendly."(责任编辑:quanlei_cai)


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