Delivering Excellent Service Quality In Aviation

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Delivering Excellent Service Quality In Aviation

Author : Mario Kossmann
ISBN : 9781351945431
Genre : Transportation
File Size : 33.87 MB
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A practical and realistic guide for both external and internal service providers in an aviation context to implementing an effective way to control the service quality as perceived by their customers, Delivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality. Offering a step-by-step and easy to understand framework, it also enables those service providers that are already proactively managing their service quality to build new techniques into current practice for maximum effect. By using this guide, decision-making as well as budget and capacity planning can be optimized and justified to any stakeholders in the service operation. Customer satisfaction can be improved considerably over time and, thereby, profits (or budget allocation for internal service providers). Crucially, the improvements the book provides can be systematically measured and easily disseminated throughout the organization, leading to increased levels of motivation amongst staff.
Category: Transportation

Requirements Management

Author : Dr Mario Kossmann
ISBN : 9781409471417
Genre : Business & Economics
File Size : 31.52 MB
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Poor requirements management is one of the top five contributors to poor project performance. In extreme, safety critical or emergency-relief situations, failure to satisfy the real needs of the project stakeholders may well lead directly to loss of life or human suffering; other, more mundane, projects can also be severely compromised. Dr Mario Kossmann’s Requirements Management looks at the process from the perspectives of both Program and Project Management and Systems Engineering, showing the crucial role of RM in both contexts. The author puts great emphasis on the human aspects of any project, which is also significant given that over-emphasis on technical or technological aspects at the expense of the human side is another major source of project shortfalls. The book offers illustrated examples of systems of different levels of complexity (one simple system, one complex, and one highly complex system) to help you categorize your own system and enable you to select the right level of formality, a suitable organization and a set of techniques and tools to carry out your requirements work. It includes a series of comprehensive checklists which can be used immediately to improve urgent requirements aspects. This is a practical and realistic guide to requirements management that provides a flexible, hands-on and innovative approach to developing and managing program, project and system requirements at different levels of complexity; read it and use the advice offered to ensure your projects can actually deliver, first time, without the need for costly and time-consuming rework.
Category: Business & Economics

Strategy For Sustainable Competitive Advantage

Author : Ian Chaston
ISBN : 9780415522748
Genre : Business & Economics
File Size : 75.14 MB
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Due to the adverse outcomes of the recent global recession and the public deficit crisis in the USA and Europe, Western companies can expect flattening or declining sales in their domestic markets. They will also face growing competition as Chinese firms seek to block the activities of foreign companies in their domestic market and expand their own operations in overseas markets. Survival and growth for Western companies is unlikely to come from sustaining current business practices based upon utilization of conventional approaches to strategic management; success will depend on exploiting new knowledge to stay ahead of competition. This book examines the strategic issues associated with the entrepreneurial utilization of new knowledge to create innovative products and services, accompanied by the development of leading edge, highly productive internal organizational processes. Through the use of appropriate theories and illustrative case examples, the text is designed to assist managers in Western organizations and business school students understand how to counter the increasing threats that are posed by the globalization of companies from emerging countries such as the BRIC nations.
Category: Business & Economics

The Handbook Of Technology Management Supply Chain Management Marketing And Advertising And Global Management

Author : Hossein Bidgoli
ISBN : 9780470249482
Genre : Business & Economics
File Size : 38.61 MB
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The discipline of technology management focuses on the scientific, engineering, and management issues related to the commercial introduction of new technologies. Although more than thirty U.S. universities offer PhD programs in the subject, there has never been a single comprehensive resource dedicated to technology management. "The Handbook of Technology Management" fills that gap with coverage of all the core topics and applications in the field. Edited by the renowned Doctor Hossein Bidgoli, the three volumes here include all the basics for students, educators, and practitioners
Category: Business & Economics

Delivering Quality Service

Author : Valarie A. Zeithaml
ISBN : 1439137471
Genre : Business & Economics
File Size : 42.41 MB
Format : PDF
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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.
Category: Business & Economics

Passengers Experiences Of Air Travel

Author : Great Britain: Parliament: House of Commons: Transport Committee
ISBN : 0215035526
Genre : Aeronautics, Commercial
File Size : 86.61 MB
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Air travel has expanded hugely and in 2005, 228 million passengers travelled through UK airports. This title looks at the passenger experience of air travel from purchasing a ticket to boarding the plane, including travel to and from the airport, check-in and security, and complaint resolution.
Category: Aeronautics, Commercial

Services Marketing 2e

Author : Rajendra Nargundkar
ISBN : 0070616310
Genre : Service industries
File Size : 23.59 MB
Format : PDF
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Category: Service industries


Author : Charles W. Lamb
ISBN : 9781133708582
Genre : Business & Economics
File Size : 78.6 MB
Format : PDF, Mobi
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Engaging and thorough, MARKETING, 12th Edition shows students how marketing principles affect their day-to-day lives, as well as their significant influence on business decisions. Core topics include the social marketing phenomenon, entrepreneurship, C.R.M., global perspectives, and ethics, as well as in-depth discussions on key tools of the trade, such as metrics and the marketing plan. Intriguing coverage of newsworthy events clarifies the readings for students and gets them thinking about their own decisions in the consumer marketplace. Loaded with helpful learning features like detailed appendices, cases, vignettes, boxed features, and videos, MARKETING, 12th Edition gives students countless opportunities to develop and apply critical thinking skills while acquiring the marketing knowledge essential in the business world. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Category: Business & Economics

Aviation Markets

Author : David Starkie
ISBN : 075467388X
Genre : Transportation
File Size : 70.78 MB
Format : PDF
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This volume is a collection of 17 papers selected from David Starkie's extensive writings over the last 25 years. Previously published material has been extensively edited and adapted and combined with new material, published here for the first time. The book is divided into five sections, each featuring an original overview chapter, to better establish the background and also explain the papers' wider significance including, wherever appropriate, their relevance to current policy issues. These papers have been selected to illustrate a significant theme that has been relatively neglected thus far in both aviation and industrial economics: the role of the market and its interplay with the development of economic policy in the context of a dynamic but partly price regulated industry. The result provides a strong flavour of how market mechanisms, and particularly competition, can operate to successfully resolve policy issues.
Category: Transportation

Service Done Right The Best Of The Best

Author : Forte Consultancy Group
Genre :
File Size : 86.94 MB
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Best-in-class companies go out of their way to cater to their customer base, using service as the key differentiating factor in trying to win them over…

Services Marketing Management

Author : Hans Kasper
ISBN : PSU:000043423248
Genre : Business & Economics
File Size : 83.44 MB
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Services Marketing Management An International Perspective Services Marketing Management provides students with an understanding of services marketing in an international context. Based on the authors' views about the essence of marketing in concepts such as market orientation, long-term relationships, quality and, ultimately, satisfaction, this unique book includes the latest developments in Europe, Northern America and Australasia. The text is built around four themes: * The fundamentals of services marketing management * A new classification of services based on an extensive overview of existing classifications * The definition of four new types of services * The increasing trend to the internationalization of services The benefits of this book are threefold, the reader will: have an understanding of services marketing management in both a national and an international context; be able to manage a market-oriented service organization; and be able to deliver excellent service quality leading to long-term relationships with customers and employees. Numerous examples illustrate key points discussed in the text and each chapter concludes with a case study.
Category: Business & Economics

The Service Quality Solution

Author : David A. Collier
ISBN : MINN:31951D01079536R
Genre : Business & Economics
File Size : 58.6 MB
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All organizations want to increase productivity, profits, and market share through quality improvement. The Service/Quality Solution presents a service management approach to building competitive advantage and surviving the pressures within today's marketplace. This book shows readers how to think service management, to make more strategic decisions and develop effective approaches to data analysis and performance measurement.
Category: Business & Economics

Don T Just Relate Advocate

Author : Glen Urban
ISBN : 9780132716161
Genre : Business & Economics
File Size : 48.96 MB
Format : PDF
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Traditional "push/pull" marketing no longer works. Even highly-touted customer relationship initiatives are failing. Smart companies are pioneering an entirely new route to higher margins and sustainable competitive advantage: customer advocacy. This book reveals how it works, why it works, and how to make it work for your company. In today's environment, you must build unprecedented trust among customers who have more information, options, and sophistication than ever. You must transcend "relationship marketing" to focus on maximizing customer interests and deepening customer partnerships. It's not easy. But if you do it, you gain immense opportunities your competitors simply can't touch. Glen Urban offers a complete blueprint for getting there. You'll learn how to improve on all eight elements of customer advocacy, from transparency to partnership. Urban answers frequently asked questions about advocacy strategies, helping you identify and overcome your most significant obstacles. Then, drawing on new case studies, he shows how to align culture, metrics, incentives, and organization, driving effective advocacy throughout your entire organization.
Category: Business & Economics

Quality Progress

Author :
ISBN : NWU:35556022858336
Genre : Quality control
File Size : 26.38 MB
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Category: Quality control

The Purchasing Of Maintenance Service Delivery In The Dutch Social Housing Sector

Author : Johan Hendrik van Mossel
ISBN : 9781586038779
Genre : Science
File Size : 68.61 MB
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Dutch housing associations have a market share of about 33 per cent of the entire Dutch housing stock. They spent around 2.8 billion Euros a year on the maintenance of dwellings, of which external suppliers account for approximately 89 per cent. External service suppliers can as such be seen as an extension of the housing associations in fulfilling their public tasks and private objectives. Maintenance service delivery gives an opportunity for high quality interaction with tenants.At the moment maintenance service delivery appears to be of a suboptimal quality leading to a lower than potential tenant satisfaction. With this an essential part of the objectives of housing associations is not fulfilled optimally. This research reveals the essential determinants of maintenance service quality in order to promote tenant satisfaction. Commodity strategies for the purchasing of maintenance services are developed which make its optimization possible from the perspective of tenant satisfaction.
Category: Science