Improving Service Quality In The Global Economy
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Improving Service Quality In The Global Economy
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Author : Michael Milakovich
language : en
Publisher: CRC Press
Release Date : 2005-08-03
Improving Service Quality In The Global Economy written by Michael Milakovich and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-08-03 with Business & Economics categories.
Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su
Improving Service Quality In The Global Economy
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Author : Michael Milakovich
language : en
Publisher: Auerbach Publications
Release Date : 2005-08-03
Improving Service Quality In The Global Economy written by Michael Milakovich and has been published by Auerbach Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-08-03 with Political Science categories.
Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of successful customer service QI efforts in both the public and private sectors. The book emphasizes the selection and development of strategies for quality improvement in regulated public non-market-driven services such as education, government, and healthcare. This revised edition promotes managerial thinking that integrates QI and Knowledge Management (KM) concepts with leadership principles that enable effective responses to the changing demands of the global economy. The text provides step-by-step guidelines, recommendations, and action plans for implementing quality improvements in service sector industries, which now generate two-thirds of America's GDP. Throughout this volume, cases of successful QI efforts in service industries complement major points in each chapter, offering profiles of global service quality leaders that serve as examples to organizations in the public sector. Current and future managers will gain insight into how the global service quality revolution effects their daily work environments, inspiring improvement in products, services, and support that American companies provide to markets worldwide.
Quality Management Awareness Planning Control And Improvement In The Global Economy
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Author : S. Malhotra
language : en
Publisher: Deep and Deep Publications
Release Date : 2006
Quality Management Awareness Planning Control And Improvement In The Global Economy written by S. Malhotra and has been published by Deep and Deep Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with Total quality management categories.
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.
The Service Productivity And Quality Challenge
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Author : P.T. Harker
language : en
Publisher: Springer Science & Business Media
Release Date : 2012-12-06
The Service Productivity And Quality Challenge written by P.T. Harker and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-12-06 with Business & Economics categories.
3 While all of these explanations seem to have merit, there is one dominant reason why the percentage of GDP and employment dedicated to services has continued to increase: low productivity. According to Baumol's cost disease hypothesis (Baumol, Blackman, and Wolff 1991), the growth in services is actually an illusion. The fact is that service-sector productivity is improving slower than that of manufacturing and thus, it seems as if we are consuming more services in nominal terms. However, in real terms, we are consuming slightly less services. That is, the increase in the service sector is caused by low productivity relative to manufacturing. The implication of Baumol's cost disease is the following. Assuming historical productivity increases for manufacturing, agriCUlture, education and health care, Baumol (1992) shows that the U. S. can triple its output in all sectors within 50 years. However, due to the higher productivity level for manufacturing and agriculture, it will take substantially more employment in services to achieve this increase in output. To put this argument in perspective, simply roll back the clock 100 years or so and replace the words manufacturing with agriculture, and services with manufacturing. The phenomenal growth in agricultural productivity versus manufacturing caused the employment levels in agriculture in the U. S. to decrease rapidly while producing a truly unbelievable amount of food. It is the low productivity of services that is the real culprit in its growth of GDP and employment share.
Improving Service Quality
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Author : Michael Milakovich
language : en
Publisher: CRC Press
Release Date : 1995-03-01
Improving Service Quality written by Michael Milakovich and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995-03-01 with Business & Economics categories.
Organizations are struggling to improve customer-focused quality in today's highly competitive domestic and global markets. Better design, implementation, and daily management of quality improvement strategies is essential for survival. Quality improvement principles, when thoughtfully applied and appropriately modified to meet all types of customer demands, are a sound means to respond to changing markets. However, when various quality and productivity theories and methods are applied without changing the organizational culture, it is very difficult to consistently deliver quality results. This important new book focuses on quality improvement methods for high performance in public and private services not covered in other books: applications focus on construction, education, government, insurance, public utilities, health care, and nonprofit services. Rather than detailing the technical processes to achieve inspection, planning, quality auditing, statistics, or risk assessment, this book presents step-by-step guidelines, recommendations, and action plans for changing service organizations to implement quality improvements. Sound theory and careful strategic planning are presented to assist readers in developing an understanding of how to select the essential elements of systems that best fit their customers' needs.
Action Based Quality Management
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Author : Marta Peris-Ortiz
language : en
Publisher: Springer
Release Date : 2014-06-13
Action Based Quality Management written by Marta Peris-Ortiz and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-06-13 with Business & Economics categories.
Featuring case studies from the industrial and tourism sectors, this book provides an interdisciplinary perspective on the effect of total quality management on business and innovation strategies. The principles of Total Quality Management (TQM) have been widely researched and analyzed as an essential tool for businesses to compete in a globalized economy. This book presents the latest research on the applications of TQM across different functions such as customer service, human resources management and cost control. It demonstrates how the utilization of TQM tools, such as the SERVQUAL model, Eco-Management and Audit Scheme (EMAS), High Involvement Practices (HIWP) and the EFQM excellence model, impacts a firm’s performance, enhances productivity and innovation and reduces cost, thereby allowing them to compete more effectively in the global market. Building on the extensive literature on the relationship between TQM and business performance, the authors argue that quality acts as a powerful competitive tool that companies should embrace in their corporate strategy. By promoting activities that result in greater efficiency, improved control and management of the organization (internal quality), firms can achieve significant improvement in customer satisfaction, employee satisfaction, social impact and business results (external quality) and exceed expectations in these areas.
Service Productivity Management
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Author : H. David Sherman
language : en
Publisher: Springer Science & Business Media
Release Date : 2006-09-10
Service Productivity Management written by H. David Sherman and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-09-10 with Business & Economics categories.
Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance — Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific changes for elevating performance to the best practice services level providing high quality service at low cost and most important, it guides the improvement process.
Handbook Of Research On Creating Sustainable Value In The Global Economy
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Author : Akkucuk, Ulas
language : en
Publisher: IGI Global
Release Date : 2019-11-15
Handbook Of Research On Creating Sustainable Value In The Global Economy written by Akkucuk, Ulas and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-11-15 with Business & Economics categories.
During the first decade of the 21st century, the world has witnessed a plethora of corporate scandals, global economic crises, and rising environmental concerns. As a result of these developments, pressure has been mounting on businesses to pay more attention to the environmental and resource consequences of the products they produce and services they deliver. The Handbook of Research on Creating Sustainable Value in the Global Economy contains a collection of pioneering research on the integration of issues of sustainability within the traditional areas of management. While highlighting topics including green marketing, circular economy, and sustainable business, this book is ideally designed for managers, executives, environmentalists, economists, business professionals, researchers, academicians, and students in disciplines including marketing, economics, finance, operations management, communication science, and information technology.
Service Quality
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Author : Stephen Walter Brown
language : en
Publisher: Lexington Books
Release Date : 1991
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 with Business & Economics categories.
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