INTRODUCTION • The Capital Asset Pricing Model (CAPM) describes the relationship between systematic risk and expected return for assets, particularly stocks. • CAPM is widely used throughout finance for pricing risky securities and generating expected returns for assets given the risk of those assets and cost of capital. • The model was introduced by Jack Treynor, William Sharpe, John Lintner and Jan Mossin independently, building on the earlier work of Harry Markowitz on diversification and modern portfolio theory ASSUMPTIONS • Aim to maximize economic utilities. • Are rational and risk-averse. • Are broadly diversified across a range of investments. • Are price takers, i.e., they cannot influence prices. • Can lend and borrow unlimited amounts under the risk free rate of interest. • Trade without transaction or taxation costs. • Deal with securities that are all highly divisible into small parcels. • Assume all information is available at the same time to all investors. • Further, the model assumes that standard deviation of past returns is a perfect proxy for the future risk associated with a given security. CAPM’S FORMULA • ERi=Rf+βi(ERm−Rf) • where: E Ri=expected return of investment Rf=risk free rate β=beta of the investment (E Rm−Rf)=market risk premium BETA • A measure of the volatility, or systematic risk, of a security or a portfolio in comparison to the market as a whole. • Beta is used in the capital asset pricing model (CAPM), a model that calculates the expected return of an asset based on its beta and expected market returns. Also known as "beta coefficient." IMPLICATIONS AND RELEVANCE OF CAPM • Investors will always combine a risk free asset with a market portfolio of risky assets. Investors will invest in risky assets in proportion to their market value.. • Investors can expect returns from their investment according to the risk. This implies a liner relationship between the asset’s expected return and its beta. • Investors will be compensated only for that risk which they cannot diversify. This is the market related (systematic) risk. EXAMPLE • an investor is contemplating a stock worth $100 per share today that pays a 3% annual dividend. The stock has a beta compared to the market of 1.3. Also, assume that the risk-free rate is 3% and this investor expects the market to rise in value by 8% per year. • The expected return of the stock based on the CAPM formula is 9.5%: • ERi = 3% + 1.3 ( 8% - 3% )
Chapter 9SERVICE QUALITY
Customer service is the set of activities an organization uses to win and retain customer’s satisfaction. It can be provided before, during, or after the sale of the product or exist on its own.
Elements of customer service are
Organization
1. Identify each market segment.
2. Write down the requirements.
3. Communicate the requirements.
4. Organize processes.
5. Organize physical spaces.
Customer Care
6. Meet the customer’s expectations.
7. Get the customer’s point of view.
8. Deliver what is promised.
9. Make the customer feel valued.
10. Respond to all complaints.
11. Over – respond to the customer.
12. Provide a clean and comfortable customer reception area.
Communication
13. Optimize the trade – off between time and personal attention.
14. Minimize the number of contact points.
15. Provide pleasant, knowledgeable and enthusiastic employees.
16. Write document in customer friendly language.
Front-Line people
17. Hi