Service Quality

Service Quality
Title Service Quality PDF eBook
Author Roland T. Rust
Publisher SAGE
Pages 201
Release 1994
Genre Business & Economics
ISBN 0803949200

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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.

Delivering Quality Service

Delivering Quality Service
Title Delivering Quality Service PDF eBook
Author Valarie A. Zeithaml
Publisher Simon and Schuster
Pages 185
Release 2010-05-11
Genre Business & Economics
ISBN 1439137471

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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.

Service Quality

Service Quality
Title Service Quality PDF eBook
Author Stephen Walter Brown
Publisher Lexington Books
Pages 416
Release 1991
Genre Business & Economics
ISBN 9780669211528

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To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com.

Assessing Service Quality

Assessing Service Quality
Title Assessing Service Quality PDF eBook
Author Peter Hernon
Publisher American Library Association
Pages 552
Release 2015-05-12
Genre Language Arts & Disciplines
ISBN 0838913105

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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.

Achieving Excellence Through Customer Service

Achieving Excellence Through Customer Service
Title Achieving Excellence Through Customer Service PDF eBook
Author John Tschohl
Publisher Best Sellers Publishing
Pages 388
Release 1996
Genre Business & Economics
ISBN 9780963626844

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Promotes the theory that superior customer service leads to a superior business organisation

The Concept of Service Quality in Commercial Practice

The Concept of Service Quality in Commercial Practice
Title The Concept of Service Quality in Commercial Practice PDF eBook
Author Amelikeh Confidence E. N.
Publisher Partridge Publishing Singapore
Pages 813
Release 2020-07-30
Genre Business & Economics
ISBN 1543758770

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Commercial Practice is the work done for the earning, acquisition, and ownership of existence and within existence! What one acquires, the one is said to own, resulting in the application of ownership to anything at all acquirable, including the slave; however, the slave is held in possession disowned and hence cannot be said to be owned! We cannot accurately say that one owns a slave nor that a slave has owner, when the slave is held disowned! The disowned thing has no owner. The application of ownership to the slave has brought difficulty in telling the relationship between parent and child, husband and wife, employer and employee, and citizen and state, for instance, as a person being owned sounds as the person being a slave. We have redeemed the reality of ownership. There are things one can own and things one cannot own although acquirable: therefore, there are things one has the Right to acquire and things one has no Right to acquire. If you cannot own it and you acquire it then you have stolen it, rendering you a criminal, as theft is a crime! Learn Commercial Practice: it is the legitimate method of acquiring and possessing, and ownership.

Service Quality in Leisure, Events, Tourism and Sport, 2nd Edition

Service Quality in Leisure, Events, Tourism and Sport, 2nd Edition
Title Service Quality in Leisure, Events, Tourism and Sport, 2nd Edition PDF eBook
Author John Buswell
Publisher CABI
Pages 324
Release 2016-12-20
Genre Business & Economics
ISBN 1780645449

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Service quality is at the forefront of how the leisure, events, tourism and sport (LETS) sectors operate. An important consideration for any business, and therefore any student of the subject, this new edition of a successful textbook addresses the key points and principles of managing service quality across the industry sector. Considering the underpinning theory of service quality, this book informs the reader of the practical application of service quality management tools and techniques in an industry with distinctive features and challenges. An invaluable read for students within the LETS sectors, it also provides a useful refresher for practitioners working in the industry.