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

Service Quality

Service Quality
Title Service Quality PDF eBook
Author Benjamin Schneider
Publisher SAGE
Pages 204
Release 2004
Genre Business & Economics
ISBN 9780761921479

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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

Delivering Satisfaction and Service Quality

Delivering Satisfaction and Service Quality
Title Delivering Satisfaction and Service Quality PDF eBook
Author Peter Hernon
Publisher American Library Association
Pages 204
Release 2001
Genre Business & Economics
ISBN 9780838907894

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Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.