Service Satisfaction And Climate

Author : John Walker
Publisher : BRILL
Page : 282 pages
File Size : 52,7 Mb
Release : 2010
Category : Business & Economics
ISBN : 9781849509961

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Service, Satisfaction and Climate by John Walker Pdf

Service, Satisfaction and Climate: Perspectives on Management in English Language Teaching presents the results of research carried out in New Zealand to demonstrate the ways ELT can be conceptualized in terms of service and climate. Although ESL is a major worldwide service industry employing large numbers of professionals and serving millions of clients, it is an under-researched field and one that is under-represented in the management/business literature. This omission is particularly noticeable, given that ELT has its own particular themes, problems, and issues. For instance, ELT is an educational service, yet exists within a commercial context. Its clients are from different cultural and linguistic backgrounds. In many ELT contexts, the cultural and linguistic backgrounds of the service providers are different from those of the clients. Thus, the service provision has a strong cross-cultural dimension. Yet the ELT sector is largely missing from the educational and the management literature. This book seeks to fill the gap through discussion of ELT as a service, issues surrounding ELT teachers as service providers, the work of ELT managers, client expectations and perceptions of ELT service, comparison of staff estimates and client ratings of service quality, and considerations of service milieu and climate in ELT centers.

Author : John Walker
Publisher : BRILL
Page : 281 pages
File Size : 50,7 Mb
Release : 2010-10-06
Category : Education
ISBN : 9781849509978

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Service, Satisfaction and Climate: Perspectives on Management in English Language Teaching by John Walker Pdf

Service, Satisfaction and Climate: Perspectives on Management in English Language Teaching presents the results of research carried out in New Zealand to demonstrate the ways ELT can be conceptualized in terms of service and climate. Although ESL is a major worldwide service industry employing large numbers of professionals and serving millions of clients, it is an under-researched field and one that is under-represented in the management/business literature. This omission is particularly noticeable, given that ELT has its own particular themes, problems, and issues. For instance, ELT is an educational service, yet exists within a commercial context. Its clients are from different cultural and linguistic backgrounds. In many ELT contexts, the cultural and linguistic backgrounds of the service providers are different from those of the clients. Thus, the service provision has a strong cross-cultural dimension. Yet the ELT sector is largely missing from the educational and the management literature. This book seeks to fill the gap through discussion of ELT as a service, issues surrounding ELT teachers as service providers, the work of ELT managers, client expectations and perceptions of ELT service, comparison of staff estimates and client ratings of service quality, and considerations of service milieu and climate in ELT centers.

Author : Hazel Boylan
Publisher : Unknown
Page : 0 pages
File Size : 50,9 Mb
Release : 2001
Category : Job satisfaction
ISBN : OCLC:1418909832

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Linking Service Climate with Employee Satisfaction and External Service Value by Hazel Boylan Pdf

Author : Silvestri, Cecilia,Piccarozzi, Michela,Aquilani, Barbara
Publisher : IGI Global
Page : 389 pages
File Size : 43,7 Mb
Release : 2019-11-15
Category : Business & Economics
ISBN : 9781799814214

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Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution by Silvestri, Cecilia,Piccarozzi, Michela,Aquilani, Barbara Pdf

A well-planned marketing orientation strategy that keeps customers informed is the first step to building a long-term relationship with customers and providing them with appropriate incentives. The difficulty with providing a winning strategy in a highly competitive market, however, stems from responding to the specific needs of the customers. Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution is an essential reference source that links together three highly relevant topics in the business of modern economy—innovation, customer satisfaction, and sustainability—and analyzes their synergies. Featuring research on topics such as e-business, global business, and sustainable innovation, this book is ideally designed for business consultants, managers, customer service representatives, entrepreneurs, academicians, researchers, and students seeking coverage on directing sustainable companies.

Author : Amit Gupta
Publisher : LAP Lambert Academic Publishing
Page : 164 pages
File Size : 41,8 Mb
Release : 2010-03
Category : Electronic
ISBN : 3838338677

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Route to Customer Satisfaction Is Through Employees by Amit Gupta Pdf

I strongly belief that the route to customer satisfaction is through employees, especially for service businesses where customer interface is a critical part of the delivery process. The current book builds on the research on positive influence of employees' perceptions of service climate and service quality on customer satisfaction. We test a model between employees' perceptions of service climate, capability, quality and employee service behaviors, with customer satisfaction in a State Government agency. Results show that management practices related to coordination and service emphasis positively impact employee service capabilities. Employee service behaviors and service capability positively impact employees' perceptions of service quality. Only employee service behaviors have an impact on customers' perceptions of service quality. No relationships were found between employees' perceptions of service capability or service quality with customers' perceptions of service quality. Results using HLM indicate that HR practices, service emphasis, service behaviors and service capability positively impact and interpersonal relationships negatively impact customer satisfaction.

Author : Jack Griffin
Publisher : Penguin
Page : 364 pages
File Size : 45,7 Mb
Release : 2013-03-05
Category : Business & Economics
ISBN : 9781101623688

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How to Say it: Creating Complete Customer Satisfaction by Jack Griffin Pdf

A guide to effectively communicating with customers to create lasting—and repeat—business relationships. This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples. Unlike the vast majority of books that deal with customer communication, How to Say It®: Creating Complete Customer Satisfaction does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to: Speak the language of Yes by asking the right questions Get referrals through established customers Offer value through solutions, satisfaction, and trust Anticipate and preempt objections Own a problem by owning the solution

Author : Lawrence Fogli
Publisher : John Wiley & Sons
Page : 348 pages
File Size : 55,8 Mb
Release : 2006-02-02
Category : Business & Economics
ISBN : 0787983101

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Customer Service Delivery by Lawrence Fogli Pdf

Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.

Author : Roland T. Rust,Richard L. Oliver
Publisher : SAGE
Page : 201 pages
File Size : 50,9 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.

Author : Benjamin Schneider,Susan S. White
Publisher : SAGE
Page : 204 pages
File Size : 52,8 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

Author : Harold L. Miller, Jr.
Publisher : SAGE Publications
Page : 1173 pages
File Size : 51,7 Mb
Release : 2016-01-05
Category : Social Science
ISBN : 9781506340098

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The SAGE Encyclopedia of Theory in Psychology by Harold L. Miller, Jr. Pdf

Drawing together a team of international scholars, The SAGE Encyclopedia of Theory in Psychology examines the contemporary landscape of all the key theories and theorists, presenting them in the context needed to understand their strengths and weaknesses. Key features include: · Approximately 300 signed entries fill two volumes · Entries are followed by Cross-References and Further Readings · A Reader's Guide in the front matter groups entries thematically · A detailed Index and the Cross-References provide for effective search-and-browse in the electronic version · Back matter includes a Chronology of theory within the field of psychology, a Master Bibliography, and an annotated Resource Guide to classic books in this field, journals, associations, and their websites The SAGE Encyclopedia of Theory in Psychology is an exceptional and scholarly source for researching the theory of psychology, making it a must-have reference for all academic libraries.

Author : Derek R. Allen,Morris Wilburn
Publisher : Quality Press
Page : 257 pages
File Size : 46,7 Mb
Release : 2002-06-30
Category : Business & Economics
ISBN : 9780873899475

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Linking Customer and Employee Satisfaction to the Bottom Line by Derek R. Allen,Morris Wilburn Pdf

Most organizations recognize the impact that both customer and employee satisfaction have on overall financial performance. Actually acting on that information is the hard part. That is the focus of Linking Customer and Employee Satisfaction to the Bottom Line, which focuses on the relationship between customer satisfaction and tangible business outcomes like market share, revenue, and profitability. Intended for advanced service quality managers and marketing researchers with more than a modest exposure to statistical data analysis, this book provides a comprehensive overview of how these data may be related to critical business outcomes. Perhaps more importantly, researchers with mature customer satisfaction systems may use the techniques described in this book to maximize the value of their existing programs. While no technique or methodology can guarantee a strong link between customer satisfaction and key business outcomes, this book can ensure that appropriate scales, variables, and assumptions are used.

Author : Daniel Lafrenière
Publisher : CRC Press
Page : 76 pages
File Size : 50,8 Mb
Release : 2019-11-04
Category : Business & Economics
ISBN : 9781000708028

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Delivering Fantastic Customer Experience by Daniel Lafrenière Pdf

If you don’t offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today’s hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me – more personal, more relevant. With customers having higher expectations and access to more information than ever before, companies must create stellar, frictionless, personalized, and memorable customer experiences, if they plan to stay in the game. In this book, you will learn: • What customer experience truly is. • How emotions can increase customer loyalty...or make customers ditch a brand. • Which behaviors and attitudes lose customers. • Ten easy, practical, and proven ways to immediately improve your customer experience. • What renowned companies do to offer the best customer experience. This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people, or installers. No matter what role you play, this book offers easy tips, recommendations, and examples to help improve customer experience, realistically, sustainably, and affordably.

Author : Dr Kalgi Shah Dr MamtaBrahmbhatt
Publisher : Archers & Elevators Publishing House
Page : 128 pages
File Size : 40,7 Mb
Release : 2024-06-15
Category : Antiques & Collectibles
ISBN : 9788194517054

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Service Quality and Customer Satisfaction of Chain Restaurants in Selected Cities of Gujarat by Dr Kalgi Shah Dr MamtaBrahmbhatt Pdf

Author : Paul E. Spector
Publisher : Routledge
Page : 142 pages
File Size : 53,7 Mb
Release : 2022-02-27
Category : Business & Economics
ISBN : 9781000539349

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Job Satisfaction by Paul E. Spector Pdf

Distilling the vast literature on this most frequently studied variable in organizational behavior, Paul E. Spector provides students and professionals with a pithy overview of the research and application of job satisfaction. In addition to discussing the nature of and techniques for assessing job satisfaction, this text summarizes the findings regarding how people feel toward work, including cultural and gender differences in job satisfaction, personal and organizational antecedents, potential consequences, and interventions to improve job satisfaction. Students, researchers, and practitioners will particularly appreciate the extensive list of references and the Job Satisfaction Survey included in the Appendix. This book includes the latest research and new topics including the business case for job satisfaction, customer service, disabled workers, leadership, mental health, organizational climate, virtual work, and work-family issues. Further, paulspector.com features an ongoing series of blog articles, links to assessments mentioned in the book, and other resources on job satisfaction to coincide with this text. This book is ideal for professionals, researchers, and undergraduate and graduate students in industrial and organizational psychology and organizational behavior, as well as in specialized courses on job attitudes or job satisfaction. .

Author : Francis P. Noe,Muzaffer Uysal,Vincent P. Magnini
Publisher : Routledge
Page : 198 pages
File Size : 41,6 Mb
Release : 2010-10-04
Category : Business & Economics
ISBN : 9781136975974

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Tourist Customer Service Satisfaction by Francis P. Noe,Muzaffer Uysal,Vincent P. Magnini Pdf

Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.