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Author : Eberhard E. Scheuing,William F. Christopher
Publisher : Unknown
Page : 550 pages
File Size : 49,9 Mb
Release : 1993
Category : Electronic
ISBN : OCLC:464290503
Author : Eberhard Eugen Scheuing,William F. Christopher
Publisher : Amacom Books
Page : 550 pages
File Size : 53,8 Mb
Release : 1993-01
Category : Business & Economics
ISBN : 0814401198
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.
Author : Morpace International,Transit Cooperative Research Program
Publisher : Transportation Research Board
Page : 222 pages
File Size : 48,8 Mb
Release : 1999
Category : Business & Economics
ISBN : 030906323X
This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.
Author : Benjamin Schneider,Susan S. White
Publisher : SAGE
Page : 204 pages
File Size : 42,9 Mb
Release : 2004
Category : Business & Economics
ISBN : 0761921478
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 : Manfred Bruhn
Publisher : Springer Nature
Page : 645 pages
File Size : 49,5 Mb
Release : 2023
Category : Electronic books
ISBN : 9783662670323
This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control, implementation and controlling of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency. In the previous editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other. The contents Principles of quality management for services Analysis of service quality Planning and control of quality management for services Implementation of quality management for services Quality controlling for services The author Prof. Dr. Dr. h.c. mult. Manfred Bruhn is Professor of Business Administration, in particular Marketing and Corporate Management, at the Faculty of Business and Economics of the University of Basel (Switzerland) and Honorary Professor at the Technical University of Munich (Germany). The translation was done with the help of artificial intelligence. A subsequent human revision was done primarily in terms of content.
Author : Peter Hernon,Ellen Altman,Robert E. Dugan
Publisher : American Library Association
Page : 507 pages
File Size : 46,6 Mb
Release : 2015-05-12
Category : Language Arts & Disciplines
ISBN : 9780838913109
This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.
Author : J. M. Juran,A. Blanton Godfrey
Publisher : McGraw Hill Professional
Page : 24 pages
File Size : 41,5 Mb
Release : 1999-01-21
Category : Technology & Engineering
ISBN : 9780071386876
For decades, Juran's Quality Handbook has been the one essential reference in quality management and engineering—the ultimate authoritative source of answers on quality applications, procedures, techniques, and strategies. Now this Fifth Edition—a major revision and the first new edition of Juran's Quality Handbook in more than 10 years—forges a new standard in tools for quality. Bringing managers and engineers the most up-to-date methods, research, and theory, under the guidance of a team of the world's top experts, Juran's shows you how to plan for quality, achieve quality control, and ensure quality results. Packed with new methods, research, and thought on quality, and emphasizing the need for quality software and quality software development methods, this completely updated classic also gives you new information, new techniques, and new applications. Broad in scope and inclusive in methodology, Juran's Quality Handbook is the reference of choice for anyone concerned with quality in business, manufacturing, or engineering. Whether you're just beginning your journey or a longtime traveler on the quality path, this book is the best possible companion for your voyage.
Author : Peter D. Mauch
Publisher : Dr Peter D Mauch
Page : 103 pages
File Size : 45,5 Mb
Release : 2008
Category : Production management
ISBN : 9780557047017
Author : Teresa Swartz,Dawn Iacobucci
Publisher : SAGE
Page : 538 pages
File Size : 54,7 Mb
Release : 2000
Category : Business & Economics
ISBN : 0761916121
This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world''s leading experts on services marketing and management.'
Author : Barton A Weitz,Robin Wensley
Publisher : SAGE
Page : 618 pages
File Size : 46,6 Mb
Release : 2006-08-11
Category : Business & Economics
ISBN : 1412921201
The 'Handbook of Marketing' presents a major retrospective and prospective overview of the field of marketing when many of the traditional boundaries and domains within marketing have been subject to change.
Author : Valarie A. Zeithaml
Publisher : Simon and Schuster
Page : 185 pages
File Size : 41,5 Mb
Release : 2010-05-11
Category : Business & Economics
ISBN : 9781439137475
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.
Author : Bo Edvardsson,Bård Tronvoll
Publisher : Springer Nature
Page : 1031 pages
File Size : 42,9 Mb
Release : 2022-05-24
Category : Business & Economics
ISBN : 9783030918286
This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
Author : Arthur Collins
Publisher : Unknown
Page : 0 pages
File Size : 44,8 Mb
Release : 2017
Category : Consumer satisfaction
ISBN : 153610762X
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.
Author : Davis, Mark M.
Publisher : Edward Elgar Publishing
Page : 371 pages
File Size : 55,8 Mb
Release : 2022-08-05
Category : Business & Economics
ISBN : 9781800375659
This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field.
Author : Nigel Hill,Jim Alexander
Publisher : Routledge
Page : 349 pages
File Size : 42,9 Mb
Release : 2017-03-02
Category : Business & Economics
ISBN : 9781351888554
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
