Assessing Service Quality
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Service Quality
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Author : Roland T. Rust
language : en
Publisher: SAGE
Release Date : 1994
Service Quality written by Roland T. Rust and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
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.
Service Quality
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Author : Stephen Walter Brown
language : en
Publisher: Lexington Books
Release Date : 1991-01-01
Service Quality written by Stephen Walter Brown and has been published by Lexington Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991-01-01 with Business & Economics categories.
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Assessing Reference And User Services In A Digital Age
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Author : Eric Novotny
language : en
Publisher: Routledge
Release Date : 2013-05-13
Assessing Reference And User Services In A Digital Age written by Eric Novotny and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-05-13 with Education categories.
Effectively assess whether any library is making good use of the reference/user service resources available today Libraries need to develop standards by which they can assess their individual performances in a larger context, and Assessing Reference and User Services in a Digital Age makes significant contributions to this ongoing discussion. The book addresses its subject matter via approaches ranging from case studies of individual libraries to general discussions of best practices. The contributors explore the impact of the Internet on the field of evaluation, focusing on electronic reference and instruction. They highlight current issues, present research results, and offer expert advice on how to assess online reference and instruction. All chapters are well referenced to facilitate further study, and many include tables, appendixes, checklists, and other helpful features that make difficult information easy to access and understand. The chapters that make up Assessing Reference and User Services in a Digital Age are as rich and varied as the backgrounds of their authors. Experienced researchers provide the results of studies conducted to determine the nature and effectiveness of the online reference services offered by various libraries. Practitioners and administrators from different institutional settings (academic libraries, public libraries, consortiums, etc.) provide their perspectives on the issues facing librarians who need to assess the electronic services they provide. In this important new book: Andrew Briedenbagh shows how a chat service can be implemented and suggests which data should be collected for it Buff Hirko examines VET: the Virtual Evaluation Toolkit Ruth Vondracek shares the experiences of a university library as it entered a statewide e-reference consortium, and offers advice and issues to consider before entering such a partnership librarians from San Jose State University present a model for evaluating electronic reference services that can be used in public or academic libraries Kathleen Kern discusses holistic evaluation chat transcripts are addressed in several chapters, including Joseph Fennewald’s comparisons of question categories, Lesley Moyo’s analysis of the use of instruction in the virtual environment, and Caleb Tucker-Raymond’s proposed set of quality measures for chat reference Laurie Probst and Michael Pelikan report on the use of a Tell Us What You Think button to gather user feedback Kristi Nelson and Catherine L. Ross examine a research study that asked library school students to submit a reference question online and report on their experiences Melissa Gross, Charles McClure, and R. David Lankes suggest measures to determine the cost and benefits of a virtual reference service librarians from Utah State University describe the development of their online instructional module Assessing Reference and User Services in a Digital Age is designed as essential reading for library administrators, public service librarians, and researchers. It provides general advice for practitioners as well as an examination of research results and methodological issues. We urge you to consider making it part of your professional or teaching collection today.
Universities And Strategic Knowledge Creation
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Author : Andrea Bonaccorsi
language : en
Publisher: Edward Elgar Publishing
Release Date : 2007-01-01
Universities And Strategic Knowledge Creation written by Andrea Bonaccorsi and has been published by Edward Elgar Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-01-01 with Education categories.
'. . . my opinion is that this book not only presents a wide and complete report of an extensive research effort, but also opens new directions for future research advancements in this field, that is very relevant both from theoretical considerations and policy-making implications.' Education Economics 'This book is the first work that brings together comprehensive evidence on research and education activities conducted in European universities. The volume is both timely (current discussion on the European Research Area is based on very poor quality comparative evidence) and important for scholars, practitioners, policymakers and students. It provides a critical assessment of the availability and use of inputoutput data and indicators to measure and map European higher education systems. At a time when universities are being asked to play an increasing number of roles, this book represents a foundation on which scholars and policymakers can start to develop the harmonised statistical infrastructure needed to evaluate, assess and support European universities in their changing roles.' Aldo Geuna, University of Sussex, UK Although the role of universities in the knowledge society is increasingly significant, there remains a severe lack of systematic quantitative evidence at the micro-level, with virtually all policy discussion based on country level statistics or case studies. This book redresses the balance by examining original data from universities in six European countries Italy, Norway, Portugal, Spain, Switzerland and the UK. The authors provide micro-based evidence on the evolution of the strategic profile of universities in terms of scientific research, contract research, education and the third mission. The result is a highly innovative book that combines detailed national case studies and comparative institutional analyses with state-of-the-art quantitative techniques. Applying for the first time new generations of nonparametric efficiency measures on a large scale, Universities and Strategic Knowledge Creation will be of great interest to researchers and postgraduate students in higher education, economics of science and technology, and innovation studies. It will also appeal to policymakers and administrators in governments, ministries and universities.
Service Quality Measurement Issues And Perspectives
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Author : Lewlyn L. R. Rodrigues
language : en
Publisher: Anchor Academic Publishing (aap_verlag)
Release Date : 2013-06-01
Service Quality Measurement Issues And Perspectives written by Lewlyn L. R. Rodrigues and has been published by Anchor Academic Publishing (aap_verlag) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-06-01 with Business & Economics categories.
This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: ‘Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?’ This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the “research bent of mind” to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the [...]
Methods For Assessing The Socioeconomic Impacts Of Large Scale Resource Developments
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Author : Steve H. Murdock
language : en
Publisher:
Release Date : 1983
Methods For Assessing The Socioeconomic Impacts Of Large Scale Resource Developments written by Steve H. Murdock and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1983 with Radioactive waste disposal categories.
Action Plan For Outcomes Assessment In Your Library
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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2002
Action Plan For Outcomes Assessment In Your Library written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Language Arts & Disciplines categories.
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.
Delivering Satisfaction And Service Quality
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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2001
Delivering Satisfaction And Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
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.
Delivering Quality Service
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Author : Valarie A. Zeithaml
language : en
Publisher: Simon and Schuster
Release Date : 2010-05-11
Delivering Quality Service written by Valarie A. Zeithaml and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-05-11 with Business & Economics categories.
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.
Evaluating Reference Services
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Author : Jo Bell Whitlatch
language : en
Publisher: American Library Association
Release Date : 2000-08
Evaluating Reference Services written by Jo Bell Whitlatch and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-08 with Language Arts & Disciplines categories.
With this handy new guidebook, reference luminary Jo Bell Whitlatch outlines practical methods for evaluating and delivering excellent reference service to the technology-savvy library user of today.