Superior Service Quality Can Be A Success Factor
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Superior Service Quality Can Be A Success Factor
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Author : Kathrin Mössler
language : en
Publisher: GRIN Verlag
Release Date : 2002-06-11
Superior Service Quality Can Be A Success Factor written by Kathrin Mössler and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-06-11 with Business & Economics categories.
Essay from the year 2002 in the subject Business economics - Offline Marketing and Online Marketing, grade: A-, University of Otago (Marketing department), course: Service Marketing, language: English, abstract: Companies today are faced with a highly competitive environment. For this reason it has become a challenge to differentiate a company′s product from that of competitors, to maintain and/or expand the customer base, increase outcomes, and ultimately to enhance firm performance. Creating a product (good or service) that is unique in the eyes of the customer is becoming increasingly difficult. In order to achieve this goal, the company has to develop a good strategy. Reducing costs, and offering lower rates, or other pricing options may be only a partial answer. Meeting customer expectations for quality of service will also be an important key factor to maintain customer loyalty or to lure in new customers. [...]
The Identification Of Critical Success Factors For Quality Internal It Services In Public Sector Organisations In Hong Kong
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Author : Henry Chang
language : en
Publisher:
Release Date : 2014
The Identification Of Critical Success Factors For Quality Internal It Services In Public Sector Organisations In Hong Kong written by Henry Chang and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with categories.
Customer satisfaction and cost saving are the benefits of quality service, whether in private sector firms or public sector organisations. Since customer-facing employees are supported by a chain of internal work units, quality improvement in internal services has a positive influence on external customers. Better management of critical success factors is believed to yield direct improvements in service quality. The identification of critical success factors for quality internal IT services would, therefore, be an important step towards public sector improvements in Hong Kong. The methodology used in this research was an exploratory case study with three Delphi cycles. A list of 13 critical success factors identified in prior private sector research was presented to participants to rank according to these factors' criticality and relevance in the public sector. Participants were interviewed to ensure that their views were understood. The results were then presented to a smaller group of participants in the first Delphi cycle to explore the meaning of the displayed patterns and for possible classification according to criticality. The proposed criticality was presented in the second Delphi cycle to form coherent views. The results suggest that some of the 13 critical success factors are transferable from private sector firms to public sector organisations, namely Management Commitment, Customer Management and Corporate Culture. The results also reveal that the two factors of Organisational Structure and Employee Empowerment are incompatible with public sector culture and therefore non-critical. The criticality of the other eight factors was found to be inconclusive as participants generally agreed that the number of critical success factors should be kept low to be manageable. In addition, participants agreed that whether internal quality service was required by the management of public sector organisations should also be considered as a critical success factor. This is in contrast with the private sector where quality would normally be considered as a key objective by default. The question of finding an alternative to the traditional cost model of internal service, where those who receive the services are not those who pay for them, was debated extensively between participants. This controversial issue was found to warrant further study. Finally a model for how to apply critical success factors is proposed for further investigation. The results of this research are significant because there was no prior research into the identification of critical success factors in internal services of the public sector. The results provide first-time insights and will help administrators to better understand critical success factors and quality internal services for improving and delivering public services.
Service Quality In The Hospitality Industry
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Author : Mukhles M. Al-Ababneh
language : en
Publisher:
Release Date : 2020
Service Quality In The Hospitality Industry written by Mukhles M. Al-Ababneh and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020 with categories.
Service quality in the hospitality industry becomes one of the most important factors for gaining a sustainable competitive advantage and customers' confidence in the highly competitive marketplace, and therefore service quality can give the hospitality industry a great chance to create competitive differentiation for organisations. It is thus considered as a significant core concept and a critical success factor in the hospitality industry. A successful hotel delivers excellent quality service to customers, and service quality is considered the life of hotel.
America S Service Meltdown
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Author : Raul Pupo
language : en
Publisher: Bloomsbury Publishing USA
Release Date : 2010-06-16
America S Service Meltdown written by Raul Pupo and has been published by Bloomsbury Publishing USA this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-06-16 with Business & Economics categories.
In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back. What distinguishes America's Service Meltdown: Restoring Service Excellence in the Age of the Customer is its striking originality and applicability to businesses of nearly every type and size. Based on the author's extensive personal and professional experience, the book offers a straightforward, no nonsense model that clearly explains how to organize the modern enterprise for the delivery of service excellence. Customer-oriented companies can operate more effectively, Raul Pupo argues, by focusing on the critical success factors of service: leadership that unequivocally believes they are in business to serve the customer; a business-planning process centered around the customer; an organizational ethic of service up and down the ranks; and an empowered, motivated, and competent frontline organization. Readers will discover what it takes to serve customers superbly, how excellent customer service profoundly improves profitability, and how to identify the biggest obstacles to good service. Most importantly, they will be rewarded with concrete instructions that will enable them to deliver topnotch customer service every step of the way.
Customer Service Essentials
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Author : Robert E. Hinson
language : en
Publisher: IAP
Release Date : 2019-08-01
Customer Service Essentials written by Robert E. Hinson and has been published by IAP this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-08-01 with Business & Economics categories.
Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond "This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!" Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA "I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer." Charles Blankson Professor of Marketing College of Business University of North Texas "Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners." Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom
Designing A New Industry Award For Service Excellence Competition In Retailing
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Author : Lars Merle
language : en
Publisher: diplom.de
Release Date : 2003-10-22
Designing A New Industry Award For Service Excellence Competition In Retailing written by Lars Merle and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-10-22 with Business & Economics categories.
Inhaltsangabe:Abstract: This thesis resolves the need for an industry award for service excellence in retailing, based on a comprehensive framework to foster management quality. A service excellence framework is developed and the design for a new service excellence award is proposed. The proposed framework is based on the Industrial Excellence Award. In addition to the original four fundamental processes a fifth component is introduced: the customer. To complete the framework, the seven components of management quality known from the IEA are adopted. This framework is the structure for the self-assessment questionnaire that will be the core of the new Best Retailer service excellence award. Through an extensive literature review, success factors and empirically tested items for questionnaires were identified and assigned to the corresponding sections in the questionnaire. The result is a collection of questions that - if appropriately considered by management can help introducing service excellence in the retailing industry. The modus operandi of a possible future award competition is suggested to stay close the example of the IEA in order to leverage the existing brand. This should help to popularize the new award, to create outstanding showcases quickly, and to disseminate excellent management quality in the industry. Inhaltsverzeichnis:Inhaltsverzeichnis: AcknowledgementsII List of abbreviations:3 Executive Summary5 1.Introduction6 2.Retailing8 2.1Developments and Trends8 2.1.1Modern History of Retailing and Retailing Formats8 2.1.2Past and Future Trends11 2.2Strategies & Concepts18 2.2.1Retailing Classifications18 2.2.2Positioning20 2.2.3Strategies for Competitive Advantage21 2.2.4Scientific Concepts in Retailing23 2.3Success Factors in Retailing28 2.3.1Employees29 2.3.2Technology32 2.3.3Customer Service33 3.Service37 3.1Strategies and Concepts39 3.1.1Service Business Classifications39 3.1.2Strategies for Service firms41 3.1.3Excellence42 3.1.4Service Concepts in Literature49 3.2Service Management57 3.2.1Service Management Functions59 3.2.2The Service Process61 3.2.3The Service System61 3.3New Service Design & Development63 3.3.1The Service Concept64 3.3.2The Service Positioning Matrix64 3.3.3NSD Process Cycle66 3.3.4NSD-Innovation Matrix67 3.3.5Service Blueprinting68 3.4Service Quality and Customer Satisfaction69 3.4.1Overall Service Quality69 3.4.2Service Process Quality72 3.4.3Perceived Service [...]
Total Quality Management Theory And Practice
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Author : Bernhard Wheaton
language : en
Publisher: Walter de Gruyter GmbH & Co KG
Release Date : 2018-03-19
Total Quality Management Theory And Practice written by Bernhard Wheaton and has been published by Walter de Gruyter GmbH & Co KG this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-03-19 with Social Science categories.
Gut lesbare Einführung in ein Thema, das mittlerweile in allen Branchen große Bedeutung erlangt hat. Das Buch richtet sich an Studierende der Betriebswirtschaftslehre und wird insbesondere in zweisprachigen Studiengängen willkommen sein. Doch alle, die sich mit dem Thema Management befassen, haben hier zweifachen Gewinn: Ein Lehrbuch des Quality-Management und Englisch-Training.
The Impact Of Service Guarantees On Service Quality Customer Satisfaction Loyalty And Firm Performance
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Author : Julie Mountain Hays
language : en
Publisher:
Release Date : 2000
The Impact Of Service Guarantees On Service Quality Customer Satisfaction Loyalty And Firm Performance written by Julie Mountain Hays and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with categories.
Ictr 2020 3rd International Conference On Tourism Research
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Author : Dr. José Martí-Parreño
language : en
Publisher: Academic Conferences and publishing limited
Release Date : 2020-03-27
Ictr 2020 3rd International Conference On Tourism Research written by Dr. José Martí-Parreño and has been published by Academic Conferences and publishing limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-03-27 with Business & Economics categories.
Quality Management And Practices
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Author : Kim-Soon Ng
language : en
Publisher: BoD – Books on Demand
Release Date : 2012-04-27
Quality Management And Practices written by Kim-Soon Ng and has been published by BoD – Books on Demand this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-04-27 with Business & Economics categories.
This book is comprised of a collection of reviews and research works from international professionals from various parts of the world. A practical approach to quality management provides the reader with the understanding of basic to total quality practices in organizations, reflecting a systematic coverage of topics. Its main focus is on quality management practices in organization and dealing with specific total quality practices to quality management systems. It is intended for use as a reference at the universities, colleges, corporate organizations, and for individuals who want to know more about total quality practices. The works in this book will be a helpful and useful guide to practitioners seeking to understand and use the appropriate approaches to implement total quality.
