Service Quality Measurement Issues And Perspectives

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Service Quality Measurement: Issues and Perspectives

Lewlyn L. R. Rodrigues
Service Quality Measurement Issues and Perspectives Book PDF

Author : Lewlyn L. R. Rodrigues
Publisher : Anchor Academic Publishing (aap_verlag)
Page : 81 pages
File Size : 42,9 Mb
Release : 2013-06-01
Category : Business & Economics
ISBN : 9783954895526

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Service Quality Measurement: Issues and Perspectives by Lewlyn L. R. Rodrigues Pdf

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 [...]

Service Quality

Benjamin Schneider,Susan S. White
Service Quality Book PDF

Author : Benjamin Schneider,Susan S. White
Publisher : SAGE
Page : 204 pages
File Size : 49,7 Mb
Release : 2004
Category : Business & Economics
ISBN : 0761921478

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Service Quality by Benjamin Schneider,Susan S. White Pdf

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

Service Quality

Roland T. Rust,Richard L. Oliver
Service Quality Book PDF

Author : Roland T. Rust,Richard L. Oliver
Publisher : SAGE
Page : 201 pages
File Size : 53,8 Mb
Release : 1994
Category : Business & Economics
ISBN : 9780803949201

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Service Quality by Roland T. Rust,Richard L. Oliver Pdf

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 (SQ)

Arthur Collins
Service Quality SQ Book PDF

Author : Arthur Collins
Publisher : Unknown
Page : 0 pages
File Size : 51,5 Mb
Release : 2017
Category : Consumer satisfaction
ISBN : 153610762X

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Service Quality (SQ) by Arthur Collins Pdf

Globally, since the turn of the century, economic conditions have been very challenging, turning the market place into a highly competitive, cut throat environment. Service excellence has therefore become non-negotiable and service providers have no option other than to ensure that their service offering, which is translated in terms of various elements of customer service, is excellent and exceptionally creative to encourage customers' return intentions. This book discusses different perspectives of service quality as well as management and ways to improve SQ.

Handbook of Research on Creating Sustainable Value in the Global Economy

Akkucuk, Ulas
Handbook of Research on Creating Sustainable Value in the Global Economy Book PDF

Author : Akkucuk, Ulas
Publisher : IGI Global
Page : 562 pages
File Size : 55,6 Mb
Release : 2019-11-15
Category : Business & Economics
ISBN : 9781799811985

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Handbook of Research on Creating Sustainable Value in the Global Economy by Akkucuk, Ulas Pdf

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.

Managing Service Operations

Bill Hollins,Sadie Shinkins
Managing Service Operations Book PDF

Author : Bill Hollins,Sadie Shinkins
Publisher : SAGE
Page : 312 pages
File Size : 41,8 Mb
Release : 2006-09-18
Category : Business & Economics
ISBN : 9781848604667

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Managing Service Operations by Bill Hollins,Sadie Shinkins Pdf

`Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field′ - Naomi Gornick, Honorary Professor, University of Dundee Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include: - Chapter objectives; - Short cases; - Student exercises; - Chapter summaries; - Further reading section; - A glossary of key terms.

Satisfaction: A Behavioral Perspective on the Consumer

Richard L. Oliver
Satisfaction A Behavioral Perspective on the Consumer Book PDF

Author : Richard L. Oliver
Publisher : Routledge
Page : 544 pages
File Size : 50,7 Mb
Release : 2014-12-18
Category : Business & Economics
ISBN : 9781317460220

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Satisfaction: A Behavioral Perspective on the Consumer by Richard L. Oliver Pdf

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.

Eurasian Business and Economics Perspectives

Mehmet Huseyin Bilgin,Hakan Danis,Ender Demir,Gokhan Karabulut
Eurasian Business and Economics Perspectives Book PDF

Author : Mehmet Huseyin Bilgin,Hakan Danis,Ender Demir,Gokhan Karabulut
Publisher : Springer Nature
Page : 341 pages
File Size : 52,6 Mb
Release : 2022-01-03
Category : Business & Economics
ISBN : 9783030853044

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Eurasian Business and Economics Perspectives by Mehmet Huseyin Bilgin,Hakan Danis,Ender Demir,Gokhan Karabulut Pdf

This book presents selected papers from the 33rd Eurasia Business and Economics Society (EBES) Conference, virtually held in Madrid (Spain) due to the Covid-19 pandemic. The theoretical and empirical papers gathered here cover diverse areas of business, economics and finance in various geographic regions, including not only topics from HR, management, finance, marketing but also contributions on public economics, political economy and regional studies.

Measuring Service Performance

Ralf Lisch
Measuring Service Performance Book PDF

Author : Ralf Lisch
Publisher : Routledge
Page : 271 pages
File Size : 55,9 Mb
Release : 2016-05-06
Category : Business & Economics
ISBN : 9781317099093

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Measuring Service Performance by Ralf Lisch Pdf

In service societies, the tertiary sector has long become the primary sector in terms of GDP and employment. Quality research and testing means better service, and success in the service industries demands quality. Nonetheless, complaints about insufficient, inconsistent or bad service abound. Quality decides on success and failure. Where so much is at stake, management decisions call for systematic research and consumers look for relevant results that provide guidance in complex markets. Research into quality and customer satisfaction gets to the core of a business. However, many so-called studies hardly meet essential criteria of empirical research and deliver artefacts rather than facts. This book puts an end to common misconceptions of quality studies. Measuring Service Performance is an appeal for an approach to quality research that meets quality criteria itself. It is a compelling argument against widespread but rather dubious dealings with measurement, data and statistics. Ralf Lisch calls for a reconsideration of the research process, focussing on content instead of method and adding meaning to results. Because service excellence deserves research excellence. Written in a practical, accessible style, the book offers practitioners as well as market researchers, MBA students and others involved in the service sector a critical analysis and discussion of the essentials of 'Practical Research for Better Quality'.

Measuring Capacity to Care Using Nursing Data

Evelyn Hovenga,Cherrie Lowe
Measuring Capacity to Care Using Nursing Data Book PDF

Author : Evelyn Hovenga,Cherrie Lowe
Publisher : Academic Press
Page : 500 pages
File Size : 44,6 Mb
Release : 2020-03-13
Category : Science
ISBN : 9780128169780

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Measuring Capacity to Care Using Nursing Data by Evelyn Hovenga,Cherrie Lowe Pdf

Measuring Capacity to Care Using Nursing Data presents evidence-based solutions regarding the adoption of safe staffing principles and the optimum use of operational data to enable health service delivery strategies that result in improved patient and organizational outcomes. Readers will learn how to make better use of informatics to collect, share, link and process data collected operationally for the purpose of providing real-time information to decision- makers. The book discusses topics such as dynamic health care environments, health care operational inefficiencies and costly events, how to measure nursing care demand, nursing models of care, data quality and governance, and big data. The content of the book is a valuable source for graduate students in informatics, nurses, nursing managers and several members involved in health care who are interested in learning more about the beneficial use of informatics for improving their services. Presents and discusses evidences from real-world case studies from multiple countries Provides detailed insights of health system complexity in order to improve decision- making Demonstrates the link between nursing data and its use for efficient and effective healthcare service management Discusses several limitations currently experienced and their impact on health service delivery

The Service Quality Handbook

Eberhard Eugen Scheuing,William F. Christopher
The Service Quality Handbook Book PDF

Author : Eberhard Eugen Scheuing,William F. Christopher
Publisher : Amacom Books
Page : 550 pages
File Size : 49,6 Mb
Release : 1993-01
Category : Business & Economics
ISBN : 0814401198

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The Service Quality Handbook by Eberhard Eugen Scheuing,William F. Christopher Pdf

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.

Delivering Quality Service

Valarie A. Zeithaml
Delivering Quality Service Book PDF

Author : Valarie A. Zeithaml
Publisher : Simon and Schuster
Page : 185 pages
File Size : 46,6 Mb
Release : 2010-05-11
Category : Business & Economics
ISBN : 9781439137475

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Delivering Quality Service by Valarie A. Zeithaml Pdf

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.

Business-to-Business Marketing

Richard Afriyie Owusu,Robert Hinson,Ogechi Adeola,Nnamdi Oguji
Business to Business Marketing Book PDF

Author : Richard Afriyie Owusu,Robert Hinson,Ogechi Adeola,Nnamdi Oguji
Publisher : CRC Press
Page : 400 pages
File Size : 55,7 Mb
Release : 2021-05-17
Category : Business & Economics
ISBN : 9780429535413

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Business-to-Business Marketing by Richard Afriyie Owusu,Robert Hinson,Ogechi Adeola,Nnamdi Oguji Pdf

Business-to-Business Marketing: An African Perspective: How to Understand and Succeed in Business Marketing in an Emerging Africa is a comprehensive application of the most current research results, concepts and frameworks to the African business-to-business (B-to-B) context. The chapters are designed to provide the reader with a thorough analysis of b-to-b. Important aspects like competitive strategy in B-to-B, marketing mix strategies, relationship management and collaboration, business services, big data analysis, and emerging issues in B-to-B are discussed with African examples and cases. As a result, the book is easy to read and pedagogical. It is suitable for courses at universities and other tertiary levels, undergraduate and graduate courses, MBA and professional B-to-B marketing programmes. Working managers will find it a useful reference for practical insights and as a useful resource to develop and implement successful strategies. The Authors Collectively the four authors have over 60 years of teaching and research in B-to-B marketing and management in and outside Africa. They have the managerial and consulting experience that has enabled them to combine theory with practice. Their experience and knowledge provide the needed background to uniquely integrate teaching and research with the realities of the African B-to-B market. Their command of and insight into the subject are unparalleled.

Services Marketing: Text and Cases, 2/e

Harsh V. Verma
Services Marketing Text and Cases 2 e Book PDF

Author : Harsh V. Verma
Publisher : Pearson Education India
Page : 680 pages
File Size : 40,6 Mb
Release : 2011
Category : Services industries
ISBN : 8131754472

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Services Marketing: Text and Cases, 2/e by Harsh V. Verma Pdf

The second edition of Services Marketing: Text and Cases takes a leap forward to develop a strategic perspective to the service marketing framework. This edition begins with an initiation into the field of services and then develops an appreciation of the service marketing system and includes five additional chapters. The focus is then directed at service strategy and the creation of sustainable differentiation. The book finally discusses the management of operational issues such as quality, demand matching, recovery and empowerment.

Quality Management and Practices

Kim-Soon Ng
Quality Management and Practices Book PDF

Author : Kim-Soon Ng
Publisher : BoD – Books on Demand
Page : 268 pages
File Size : 40,7 Mb
Release : 2012-04-27
Category : Business & Economics
ISBN : 9789535105503

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Quality Management and Practices by Kim-Soon Ng Pdf

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.