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Author: Roland T. Rust
Publisher: SAGE
Published: 1994
Total Pages: 201
ISBN-13: 0803949200
DOWNLOAD EBOOK →The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Author: Stephen Walter Brown
Publisher: Lexington Books
Published: 1991
Total Pages: 416
ISBN-13: 9780669211528
DOWNLOAD EBOOK →To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com.
Author: Peter Hernon
Publisher: American Library Association
Published: 2015-05-12
Total Pages: 507
ISBN-13: 0838913105
DOWNLOAD EBOOK →This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.
Author: Valarie A. Zeithaml
Publisher: Simon and Schuster
Published: 2010-05-11
Total Pages: 185
ISBN-13: 1439137471
DOWNLOAD EBOOK →Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Author: John Buswell
Publisher: CABI
Published: 2016-12-20
Total Pages: 322
ISBN-13: 1780645449
DOWNLOAD EBOOK →Service quality is at the forefront of how the leisure, events, tourism and sport (LETS) sectors operate. An important consideration for any business, and therefore any student of the subject, this new edition of a successful textbook addresses the key points and principles of managing service quality across the industry sector. Considering the underpinning theory of service quality, this book informs the reader of the practical application of service quality management tools and techniques in an industry with distinctive features and challenges. An invaluable read for students within the LETS sectors, it also provides a useful refresher for practitioners working in the industry.
Author: Peter Hernon
Publisher: American Library Association
Published: 2001
Total Pages: 204
ISBN-13: 9780838907894
DOWNLOAD EBOOK →Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.
Author: John Maleyeff
Publisher: Routledge
Published: 2022-05-05
Total Pages: 225
ISBN-13: 100058772X
DOWNLOAD EBOOK →Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra ‘better, cheaper, faster’ (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework, procedures, and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly, the book also describes how these systems can be implemented in a virtual workplace. This quality management book will be essential to service-oriented firms (financial, government, healthcare, hospitality, etc.), as well as any firm with internal customer service processes such as human resource management, purchasing, and accounting. Professionals at all levels, corporate trainers, and students will welcome this book’s common set of principles and tools, accompanied by many case studies that illustrate how they are applied in various environments.
Author: Chuck Chakrapani
Publisher: South Western Educational Publishing
Published: 1998
Total Pages: 0
ISBN-13: 9780877572671
DOWNLOAD EBOOK →You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly. In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems. This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.
Author: Benjamin Schneider
Publisher: SAGE
Published: 2004
Total Pages: 204
ISBN-13: 9780761921479
DOWNLOAD EBOOK →The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates
Author: Amelikeh Confidence E. N.
Publisher: Partridge Publishing Singapore
Published: 2020-07-30
Total Pages: 813
ISBN-13: 1543758770
DOWNLOAD EBOOK →Commercial Practice is the work done for the earning, acquisition, and ownership of existence and within existence! What one acquires, the one is said to own, resulting in the application of ownership to anything at all acquirable, including the slave; however, the slave is held in possession disowned and hence cannot be said to be owned! We cannot accurately say that one owns a slave nor that a slave has owner, when the slave is held disowned! The disowned thing has no owner. The application of ownership to the slave has brought difficulty in telling the relationship between parent and child, husband and wife, employer and employee, and citizen and state, for instance, as a person being owned sounds as the person being a slave. We have redeemed the reality of ownership. There are things one can own and things one cannot own although acquirable: therefore, there are things one has the Right to acquire and things one has no Right to acquire. If you cannot own it and you acquire it then you have stolen it, rendering you a criminal, as theft is a crime! Learn Commercial Practice: it is the legitimate method of acquiring and possessing, and ownership.
