Delivering Satisfaction And Service Quality

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Delivering Satisfaction And Service Quality

Author : Peter Hernon
ISBN : 083890789X
Genre : Business & Economics
File Size : 89.58 MB
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Discusses methods for understanding what library patrons want in order to improve services, covering strategies to evaluate customer satisfaction, use computer technology to conduct surveys, analyze survey results, and spot trends.
Category: Business & Economics

Service Quality

Author : Roland T. Rust
ISBN : 9780803949201
Genre : Business & Economics
File Size : 76.53 MB
Format : PDF
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In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.
Category: Business & Economics

Service Quality Management In Hospitality Tourism And Leisure

Author : Connie Mok
ISBN : 9781136386565
Genre : Business & Economics
File Size : 35.78 MB
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Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Category: Business & Economics

A Handbook For Measuring Customer Satisfaction And Service Quality

Author : Morpace International
ISBN : 030906323X
Genre : Consumer satisfaction
File Size : 48.11 MB
Format : PDF, Kindle
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This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.
Category: Consumer satisfaction

Assessing Service Quality

Author : Peter Hernon
ISBN : 9780838910214
Genre : Business & Economics
File Size : 87.58 MB
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If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, and challenge librarians to think about customer service in new ways. --from publisher description.
Category: Business & Economics

Delivering Excellent Service Quality In Aviation

Author : Mario Kossmann
ISBN : 9781351945431
Genre : Transportation
File Size : 58.15 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

Measuring Customer Service Effectiveness

Author : Sarah Cook
ISBN : 0566085380
Genre : Business & Economics
File Size : 58.17 MB
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Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness and explains the measurement process, from start (preparation) to finish (managing the results).
Category: Business & Economics

Service Quality In Leisure And Tourism

Author : Andrea Krauz
ISBN : 168117622X
Genre :
File Size : 43.57 MB
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Tourism has been one of the world's fastest growing industries, and there are large societies entirely dependent upon the visitor for their sustenance. The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. Much of the attention given to service quality is motivated by the premise that it will increase customer satisfaction and ultimately lead to better financial performance. The quality of products and services has also been related to external indicators of customer satisfaction such as complaints, warranty, litigation and market share. Satisfied customers often lead to loyal customers who continuously repurchase the product or service. However, all organizations are dependent upon repeat purchases that lead to higher profitability. Empirical evidence suggests that customer satisfaction mediates the relationship between service quality and firm performance. Service Quality in Leisure and Tourism aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism. It deals with the impact of service quality in tourism and customer satisfaction; presents the theoretical model of the research indicating the dimensions of quality in tourism. It shows that such dimensions as Quality of accessibility, accommodation, venue and their components contribute directly in satisfaction of tourists, their intend to return and eventually development of tourism industry in a region.Delivering high quality service within the hospitality industry positively influences a customer's perception of value. Tourist satisfaction is the result of the interaction between a tourist's experience in the destination area and his or her previous expectations about the destination. Satisfying the tourist is critical because it has an effect on the expectations and intentions for the customer's next destination purchasing decision. Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.

Action Plan For Outcomes Assessment In Your Library

Author : Peter Hernon
ISBN : 0838908136
Genre : Business & Economics
File Size : 83.39 MB
Format : PDF, Docs
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This book examines the process of assessing if and how well students and library users are learning from the resources the library provides. The book provides data collection tools for measuring both learning and research outcomes that link outcomes to user satisfaction and includes detailed examples from actual outcomes assessment programs.
Category: Business & Economics

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

Author : Johan Hendrik van Mossel
ISBN : 9781586038779
Genre : Science
File Size : 81.72 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

Delivering Fantastic Customer Experience

Author : Daniel Lafrenière
ISBN : 9781000708028
Genre : Business & Economics
File Size : 37.88 MB
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If you don’t offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today’s hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me – more personal, more relevant. With customers having higher expectations and access to more information than ever before, companies must create stellar, frictionless, personalized, and memorable customer experiences, if they plan to stay in the game. In this book, you will learn: • What customer experience truly is. • How emotions can increase customer loyalty...or make customers ditch a brand. • Which behaviors and attitudes lose customers. • Ten easy, practical, and proven ways to immediately improve your customer experience. • What renowned companies do to offer the best customer experience. This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people, or installers. No matter what role you play, this book offers easy tips, recommendations, and examples to help improve customer experience, realistically, sustainably, and affordably.
Category: Business & Economics

The Service Profit Chain

Author : James L. Heskett
ISBN : UCSD:31822025448846
Genre : Business & Economics
File Size : 54.37 MB
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Argues that service businesses aim for customer satisfaction, employee productivity, and loyalty
Category: Business & Economics

Service Quality

Author : Benjamin Schneider
ISBN : 0761921478
Genre : Business & Economics
File Size : 76.62 MB
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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
Category: Business & Economics

Challenging In Delivering Quality Services Balancing Customer Expectations And Perceptions In Airline Industry

Author : Calvin Monroe
ISBN : 9783656605317
Genre : Business & Economics
File Size : 50.30 MB
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Bachelor Thesis from the year 2012 in the subject Business economics - Operations Research, grade: A, King`s College London, language: English, abstract: Norwegian airline operator has been offering airline services for quite a long time, frequently among the Scandinavian countries. However, the condition for service quality has been deteriorating for the last couple of decade. Despite the many researches done to dig out the factors that could be adjusted to favour service quality, not much has been seen to change. This study was aimed at conducting an exploratory survey in the grounds of the Norwegian company to find out the recommendations for the company’s quality service. We issued self-governed questionnaires to the customers at the waiting room, who were rather waiting for flight take off. A focus group discussion was also conducted by the group to engage the passengers in a dialogue that involved customer service quality expectations and perceptions. During the survey period which took six days, we interacted with the customers and show them the need for their genuine response towards the questions asked. A well elaborated questionnaire was distributed to the customers who answered them as they awaited the operator services. The customers answered the questions at their own pace, giving their opinions independently. The sampled population was made-up of 120 customers taking on flights among the Scandinavian countries at Oslo Airport. The answers were analysed and deductions made from the analysis. The services expected offered by the company were rated along with the customers’ expectations and that was what could only measure customer satisfaction for services offered by Norwegian airline service. SERVQUAL system was used to calculate the relationship between customer expectations and perceptions. Some mathematical implications of mean and standard deviations also added some weight on the relationship between the company’s present status and customer perception.
Category: Business & Economics

Foodservice Manual For Health Care Institutions

Author : Ruby Parker Puckett
ISBN : 9781118234112
Genre : Medical
File Size : 86.49 MB
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The thoroughly revised and updated fourth edition of Foodservice Manual for Health Care Institutions offers a review of the management and operation of health care foodservice departments. This edition of the book—which has become the standard in the field of institutional and health care foodservice—contains the most current data on the successful management of daily operations and includes information on a wide range of topics such as leadership, quality control, human resource management, product selection and purchasing, environmental issues, and financial management. This new edition also contains information on the practical operation of the foodservice department that has been greatly expanded and updated to help institutions better meet the needs of the customer and comply with the regulatory agencies'standards. TOPICS COVERED INCLUDE: Leadership and Management Skills Marketing and Revenue-Generating Services Quality Management and Improvement Planning and Decision Making Organization and Time Management Team Building Effective Communication Human Resource Management Management Information Systems Financial Management Environmental Issues and Sustainability Microbial, Chemical, and Physical Hazards HACCP, Food Regulations, Environmental Sanitation, and Pest Control Safety, Security, and Emergency Preparedness Menu Planning Product Selection Purchasing Receiving, Storage, and Inventory Control Food Production Food Distribution and Service Facility Design Equipment Selection and Maintenance Learning objectives, summary, key terms, and discussion questions included in each chapter help reinforce important topics and concepts. Forms, charts, checklists, formulas, policies, techniques, and references provide invaluable resources for operating in the ever-changing and challenging environment of the food-service industry. Companion Web site: Additional resources:
Category: Medical

Satisfaction With Life And Service Delivery In Eastern Europe And The Former Soviet Union

Author : Salman Zaidi
ISBN : 9780821379011
Genre : Political Science
File Size : 38.5 MB
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The past two decades in Eastern Europe and the former Soviet Union have been times of tremendous change, with countries undergoing rapid transformation from centrally-planned to market-oriented economies. While poverty increased during the initial years of transition, primarily on account of the sharp economic contraction, the resurgence of economic growth in the region since 1998 has resulted in a rebound in household incomes and living standards. Data from the 2006 Life in Transition Survey (LiTS) a joint initiative of the European Bank for Reconstruction and Development and the World Bank provides a unique opportunity to investigate the extent to which citizens of ECA countries are satisfied with their lives and with the performances of their governments, and to study key factors influencing their outlook in a systematic way across all countries of the region. The main objective of the LiTS was to assess the impact of transition on people, covering four main themes. First, it collected personal information on aspects of material well-being, including household expenditures, possession of consumer goods such as a car or mobile phone, and access to local public services and utilities. Second, the survey included measures of satisfaction and attitudes towards economic and political reforms as well as public service delivery. Third, the LiTS captured individual 'histories' key events and episodes that may have influenced their attitudes towards reforms, and information on family background, employment, and coping strategies. Finally, the survey also attempted to capture the extent to which crime and corruption are affecting peoples' lives, and the extent to which individuals' trust in other people and in state institutions has changed over time.
Category: Political Science

Management And Marketing Of Services

Author : Peter Mudie
ISBN : 9781136386466
Genre : Business & Economics
File Size : 81.49 MB
Format : PDF, Kindle
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This second edition of The Management and Marketing of Services builds on the success of the first edition and now includes increased coverage of many key areas, extensive examples and case studies. This second edition looks closely at relationship marketing and public sector issues as well as providing expanded sections on: the definition of services, expectations, competitive advantage, pricing of services, segmentation/positioning of services, the service encounter and service employees. The Management and Marketing of Services is a highly accessible text ideal for practitioners and students looking for a comprehensive treatment of this subject area.
Category: Business & Economics

The Influence Of Sociocultural Factors On Service Quality Perception A Christkindlesmarkt Nuremberg Study

Author : Elisabeth Lagebram
ISBN : 9783346043344
Genre : Business & Economics
File Size : 64.78 MB
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Bachelor Thesis from the year 2017 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,0, University of Applied Sciences Nuremberg, language: English, abstract: This thesis investigates the quality of service at the Christkindlesmarkt Nuremberg and reveals how the sociocultural factors region, gender and age influence the visitors’ perception of service quality. The results provide support for using a two-dimensional model to measure service quality at the Christkindlesmarkt. Based on the findings of the study, this work provides recommendations for improvement. The results of the study enhance the understanding about the service quality on the Christkindlesmarkt Nuremberg. Overall, the findings emphasize that when investigating service quality, considering variables pertaining to the individual characteristics of the visitors and the service itself is of major importance. The Christkindlesmarkt Nuremberg is the most famous Christmas market in Germany and is one of the most famous landmarks of the city. Every year, more than two million people from all over the world visit the market. However, the competition among the German Christmas markets is increasing. The markets in eastern Germany are catch-ing up and threating the supremacy of the Christkindlesmarkt Nuremberg. The Christkindlesmarkt is a complex service comprised of several interdependent sub-services. Visitors to the Christkindlesmarkt, especially those who are not from Nuremberg or the metropolitan area, invest time and money to see the market and can only get intangible satisfaction in return. The visitors’ final evaluations of service quality are strongly affected by their subjective expectations and experiences. In consideration of the fierce competition, delivering high quality service that results in satisfied customers can give the Christkindlesmarkt a sustainable competitive advantage. It is therefore vital for the operators of the market to be aware of the current perception of service quality. This thesis aims to assess which instrument is appropriate for evaluating the service quality at the Christkindlesmarkt and appraise the market accordingly. This research assesses the relative influence of different service quality dimensions on overall satisfaction. Therefore, the research groups different aspects of service quality on the Christkindlesmarkt and their relative influence is computed by running a multiple regression analysis.
Category: Business & Economics