Quality Service
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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.
Quality Of Service
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Author : Bo Edvardsson
language : en
Publisher: McGraw-Hill Companies
Release Date : 1994
Quality Of Service written by Bo Edvardsson and has been published by McGraw-Hill Companies this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Customer services categories.
What does TQM in service really mean? This text focuses on customer orientation as the key to successful business operations. By drawing on work with leading companies world-wide, the authors describe current methods, including a model for customer-service development and service design. Key topics include leadership, quality improvement and assessment, complaint management and customer care. The practical nature of the text is enhanced by the inclusion of models for crisis management and examples from both private- and public-sector companies.
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.
To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com.
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.
Quality Service Management
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Author : John Maleyeff
language : en
Publisher: Routledge
Release Date : 2022-05-05
Quality Service Management written by John Maleyeff and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-05-05 with Business & Economics categories.
Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra ‘better, cheaper, faster’ (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework, procedures, and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly, the book also describes how these systems can be implemented in a virtual workplace. This quality management book will be essential to service-oriented firms (financial, government, healthcare, hospitality, etc.), as well as any firm with internal customer service processes such as human resource management, purchasing, and accounting. Professionals at all levels, corporate trainers, and students will welcome this book’s common set of principles and tools, accompanied by many case studies that illustrate how they are applied in various environments.
Service Quality
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Author : Benjamin Schneider
language : en
Publisher: SAGE
Release Date : 2004
Service Quality written by Benjamin Schneider and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.
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
Total Quality Service
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Author : D.H. Stamatis
language : en
Publisher: Routledge
Release Date : 2018-12-12
Total Quality Service written by D.H. Stamatis and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-12-12 with Business & Economics categories.
Total Quality Service rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands-most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied. What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times. Companies that do not provide quality service not only won't compete-they won't exist. Let Total Quality Service put you and your employees on the cutting edge of customer satisfaction.
Service Quality Management In Hospitality Tourism And Leisure
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Author : Jay Kandampully
language : en
Publisher: Psychology Press
Release Date : 2001
Service Quality Management In Hospitality Tourism And Leisure written by Jay Kandampully and has been published by Psychology Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
Available on Hospitality and Tourism Complete Publications via EBSCOHOST via internet. A password may be needed off campus.
Providing Quality Service
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Author : William B. Martin
language : en
Publisher: Pearson
Release Date : 2003
Providing Quality Service written by William B. Martin and has been published by Pearson this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
Confronting the challenge of delivering quality service, this complete guide to success for existing or potential hospitality service providers outlines a comprehensive quality customer service action plan for the full spectrum of service provider roles. The manual provides principles, methods, and skills, as well as application interaction exercises to help hospitality operations providers achieve their goal of quality service. The author outlines customer service fundamentals including winning with the customer, defining "quality" in quality service, the system side of service and the human side of service, four basic customer service needs, selling that sells, and gracious problem solving, plus self-assessment exercises. For service providers and trainers.
The Service Quality Handbook
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Author : Eberhard Eugen Scheuing
language : en
Publisher: Amacom Books
Release Date : 1993-01
The Service Quality Handbook written by Eberhard Eugen Scheuing and has been published by Amacom Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 1993-01 with Business & Economics categories.
Service quality has emerged center stage as a global force. The Service Quality Handbook provides both a panoramic overview of the state of the art in service quality and an invaluable compendium of information on this critical topic. The list of contributors to this cutting-edge reference reads like a Who's Who in Service Quality - all movers and shakers in the business, academic, and government communities in the United States, Canada, Europe, and Japan. These leading experts provide global and multidisciplinary perspectives that will inspire and inform everyone who is working to achieve and sustain competitive advantage and superior organizational performance in a turbulent world. Topics covered range from the evolution of service quality and the growing impact of the Baldrige Award to process management and quality in government services. At the heart of The Handbook are time-tested concepts, strategies, methods, and tools that translate into guidelines and action ideas for creating the quality vision, developing service quality systems, enhancing the role of employees in service quality, understanding and managing customers, and measuring and reinforcing service quality. The 41 chapters of The Handbook add up to the most in-depth, up-to-the-minute information available on service quality today. Whether you're an executive, manager, or consultant in a service or manufacturing company, this visionary yet practical guide will help you teach service quality concepts and strategies; build quality awareness and commitment among employees at all levels; introduce benchmarking practices and processes; make effective use of self-managed teams; improve quality through strategic alliances; and reinforce service quality through service guarantees, recognition, and rewards. This unique collection has no competition. Use The Service Quality Handbook as your road map to enhanced customer satisfaction and greater profitability.