Delivering Expectations
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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.
Delivering Expectations
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Author : Yukon. Department of Tourism and Culture
language : en
Publisher:
Release Date : 2009*
Delivering Expectations written by Yukon. Department of Tourism and Culture and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009* with categories.
Midwifery 2020
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Author : Jill Rogers Associates
language : en
Publisher:
Release Date : 2010
Midwifery 2020 written by Jill Rogers Associates and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Maternal health services categories.
High Expectations Are The Key To Everything
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Author : Michael Bergdahl
language : en
Publisher: Jaico Publishing House
Release Date : 2013-11-01
High Expectations Are The Key To Everything written by Michael Bergdahl and has been published by Jaico Publishing House this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-11-01 with Self-Help categories.
You can bring out the best in others, by bringing out the best in YOU! All of us deal with challenges in our lives that interfere with the achievement of our goals. Why is it that some people always seem to land on their feet, while others fall down, crippled under the weight of life’s obstacles? In almost all cases both individuals started out with similar capabilities and resources. So what’s the difference? I believe those who succeed approach problems as opportunities and are driven by a cando attitude. Moreover, they have high expectations. They face every challenge with the belief that they will succeed in the end. In this inspirational book, Michael Bergdahl will explain how he and his wife, Sheryl, overcame adversity and achieved their goals in life; and he’ll explain how you can do it too how YOU can overcome life’s challenges, how YOU can control your own destiny, how YOU can reach your full potential. MICHAEL BERGDAHL is a professional international business speaker, turnaround specialist and author. He has appeared on CNN, CNBC, MSNBC, Univision, CBS National Radio and Bloomberg TV. Bergdahl was the Director of “People” at the WalMart headquarters in Bentonville, Arkansas. He worked in the FMCG Industry for PepsiCo’s FritoLay Division in the sales organization and headquarters staff assignments. Bergdahl received the Senior Professional in Human Resources (SPHR) life certification from SHRM. He is a graduate of Pennsylvania State University with a B.S. in Sociology/Behavioral Sciences.
How To Manage Workplace Expectations To Foster Positive Relationships And Achieve Success
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Author : Minghai Zheng
language : en
Publisher: Independently Published
Release Date : 2023-05-24
How To Manage Workplace Expectations To Foster Positive Relationships And Achieve Success written by Minghai Zheng and has been published by Independently Published this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-05-24 with categories.
In today's fast-paced workplace, it can be challenging to manage expectations and achieve success while maintaining positive relationships with colleagues, managers, and clients. As we progress in our careers, responsibilities and demands increase, and navigating these expectations requires careful attention to detail, perspective, and communication. This book aims to provide guidance on managing workplace expectations to help professionals achieve success in their careers while fostering positive relationships. Whether you are just starting in the workforce or looking to advance your career, this book will provide practical insights and strategies to help you manage expectations and achieve your goals. Throughout this book, we will examine critical aspects of managing expectations, including setting clear objectives, communicating effectively, negotiating conflicts, and cultivating positive relationships. We will explore how to navigate workplace politics, handle difficult conversations, and build a strong personal brand. We will also examine common challenges in the workplace, such as working with different personality types, managing difficult bosses, and handling feedback constructively. With practical tips, real-life examples, and actionable advice, this book is designed to support professionals at every level in achieving their career aspirations. Ultimately, this book highlights the importance of aligning workplace expectations with personal values and goals to achieve professional success while maintaining a healthy work-life balance. By the end of this book, readers will have a comprehensive understanding of how to navigate expectations in the workplace and build positive relationships that support career growth and long-term success. MingHai Zheng is a writer based in Wuhan, China, who focuses on writing articles about workplace and management topics. He has written hundreds of articles on these topics and is dedicated to sharing his insights and experiences with others who are interested in improving their careers and their businesses.
Raising Expectations
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Author : Great Britain: Department for Children, Schools and Families
language : en
Publisher: The Stationery Office
Release Date : 2008-03-17
Raising Expectations written by Great Britain: Department for Children, Schools and Families and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-03-17 with Education categories.
This consultation paper sets out the Government's proposals for supporting participation and achievement for young people, and reforming the post-19 skills system to secure better outcomes for adults. The changing nature of the world economy makes increasing participation in education and training an urgent necessity. In the system for young people, responsibility and accountability is given to local authorities for the whole 14-19 age range. They will provide a place in learning for every young person through strategic commissioning. Local authorities will cluster together in sub-regional groupings reflecting travel-to-learn patterns to commission provision across the wider local area. A Young People's Learning Agency will supplement this structure, have responsibilities for budgetary control, and secure coherence if agreement cannot be reached locally. There will be a progressive devolution of power to the sub-regional level. The main mechanism to hold local authorities to account will be the performance criteria set out in the "Strong and prosperous communities" white paper (Cm. 6939, ISBN 9780101693929). With the adult sector, the Government proposes a demand-led system and the integration of employment and skills (this latter requiring close co-operation between the Departments for Children Schools and Families, and Innovation, Universities and Skills, as set out in "Opportunity, employment and progression, Cm. 7288, ISBN 9780101728829). A new Skills Funding Agency will manage the framework and development of the further education (FE) service, and ensure that public money is routed to FE colleges and providers following the purchasing decisions of customers. The Skills Funding Agency will also be involved in the operation and management of the National Apprenticeship Service, the adult advancement and careers service, and the Offenders Learning and Skills Service.
Managing Expectations
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Author : Naomi Karten
language : en
Publisher: Addison-Wesley
Release Date : 2013-07-15
Managing Expectations written by Naomi Karten and has been published by Addison-Wesley this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-07-15 with Computers categories.
This is the digital version of the printed book (Copyright © 1994). People have expectations. Your clients, for example. Sometimes their expectations of you seem unreasonable. But sometimes your expectations of them seem just as unreasonable (in their eyes). The problem is that these mismatched expectations can lead to misunderstandings, frayed nerves, and ruffled feathers. More seriously, they often lead to flawed systems, failed projects, and a drain on resources. Managing Expectations shows how to identify expectations and suggests ways to gain more control of them. In today's turbulent business world, understanding and meeting your customers' expectations is indeed a challenge, and it's not hard to understand why: Expectations affect a range of interactions, including service responsiveness, service capability, product functionality, and project success. Expectations are difficult to control and impossible to turn off. However, by learning to identify and influence what your customers expect, you can dramatically improve the quality, impact, and effectiveness of your services. Contents include sections on communication skills, information gathering, policies and practices, building win-win relationships, as well as a concluding chapter on how to formulate an action plan. A Step-by-Step Guide to Managing Expectations Guard Against Conflicting Messages Use Jargon with Care Identify Communication Preferences Listen Persuasively Help Customers Describe Their Needs Become an Information-Gathering Skeptic Understand Your Customers' Context Try the Solution On for Size Clarify Perceptions Set Uncertainty-Managing Service Standards When Appropriate, Just Say Whoa Build Win-Win Relationships Formulate an Action Plan
Raising Expectations
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Author :
language : en
Publisher:
Release Date : 2008
Raising Expectations written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with categories.
The Hands On Guide To Midwifery Placements
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Author : Luisa Cescutti-Butler
language : en
Publisher: John Wiley & Sons
Release Date : 2015-12-21
The Hands On Guide To Midwifery Placements written by Luisa Cescutti-Butler and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-12-21 with Medical categories.
The perfect companion for student midwives in clinical settings, packed full of useful and practical information to help guide and enable you to get the best out of your midwifery placements. This compact, portable text includes what to expect on each type of placement – whether it be working in a low or high risk environment – from how to prepare for practice, what you can anticipate whilst you’re there, the key essential skills to acquire, what pitfalls and problems to be aware of, and how to deal with them if they do arise. Each chapter contains ‘Top Tips’ from current or recently qualified midwifery students, as well as real life student experiences and suggestions for further readings.
Challenging In Delivering Quality Services Balancing Customer Expectations And Perceptions In Airline Industry
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Author : Calvin Monroe
language : en
Publisher: GRIN Verlag
Release Date : 2014-02-28
Challenging In Delivering Quality Services Balancing Customer Expectations And Perceptions In Airline Industry written by Calvin Monroe and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-02-28 with Business & Economics categories.
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.