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Author: Liping A. Cai
Publisher: Emerald Group Publishing
Published: 2018-10-19
Total Pages: 333
ISBN-13: 1787563839
DOWNLOAD EBOOKThis book offers conceptual discourse, empirical evidence, application of existing and emerging theories, and implication of practical findings. It discusses the perspectives of both providers and recipients of quality services across a wide spectrum of hospitality and tourism sectors.
Author: Ramona Orăștean
Publisher: Springer
Published: 2018-11-13
Total Pages: 443
ISBN-13: 3030018784
DOWNLOAD EBOOKThis proceedings volume presents the latest trends in innovative business development theory and practice from a global, interdisciplinary perspective. Featuring selected contributions from the 25th International Economic Conference Sibiu (IECS 2018) held in Sibiu, Romania, it explores various topics in the areas of economics, business, finance and accounting, including tourism, marketing and Islamic banking and finance. Written by researchers from different regions and sectors around the world, it offers significant insights into the emerging shifts that characterize the fields of innovative economics and global development, innovative business practices, as well as innovative finance and banking, and provides organizations, managers and policy makers with new reliable solutions and opportunities for innovative development and growth within and between organizations around the globe.
Author: J. M. Juran
Publisher: Simon and Schuster
Published: 1992-05-04
Total Pages: 552
ISBN-13: 0029166837
DOWNLOAD EBOOKJ.M. Juran, whom Business Week calls, "the man who taught Japan how to manage for quality", presents a new, exhaustively comprehensive approach to planning, setting, and reaching goals in Juran's Quality Road Map. New emphasis is placed on setting goals, planning in "multifunctional" processes, establishing data bases, motivating managers and introducing quality planning into organizations. 30 line drawings.
Author: Alan Wilson
Publisher: McGraw Hill
Published: 2020-10-07
Total Pages: 539
ISBN-13: 1526847817
DOWNLOAD EBOOKSuccessful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
Author: D. H. Stamatis
Publisher: CRC Press
Published: 2015-09-04
Total Pages: 644
ISBN-13: 1498728707
DOWNLOAD EBOOKAlthough regularly introducing new products or services is the lifeblood of most industries, bringing them to market can be fraught with peril. Timing, cost, and quality all play important roles in a successful product launch and avoiding expensive- often in more than just dollars- recalls and redesigns. Quality Assurance: Applying Methodologies fo
Author: Luigi Dell ́Olio
Publisher: Elsevier
Published: 2017-10-11
Total Pages: 244
ISBN-13: 0081022794
DOWNLOAD EBOOKPublic Transportation Quality of Service: Factors, Models, and Applications is the first book to help researchers better understand the contributing factors that can improve public transportation perception among users. The book compiles in one place metrics currently dispersed in journal articles, government publications and book chapters. It critically analyzes currently available modeling methodologies such as the Ordered Logit/Probit model and Models of Structural Equations, highlighting their advantages and disadvantages. The book addresses models of desired quality, including the views of users and non-users, discussing the gap between desired and perceived quality. The book also examines data mining approaches such as decision trees and neural networks, showing how to involve the public in the decision-making process to create policies that encourage public transport demand. Measuring passenger's views on public transportation is of critical concern to promote wider transit use in cities around the world. - Includes insights from both theoretical and practical points of view for both researchers and practitioners - Features case studies in each chapter that apply models discussed - Helps readers develop and design their own studies for measuring quality of service - Shows how to include perceived quality in contracts - Provides access to the survey formulas and data to better enable implementation of models
Author: Valarie A. Zeithaml
Publisher: Simon and Schuster
Published: 2010-05-11
Total Pages: 185
ISBN-13: 1439137471
DOWNLOAD EBOOKExcellence 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: Felicia Etim
Publisher: AuthorHouse
Published: 2016-06-25
Total Pages: 358
ISBN-13: 1524604712
DOWNLOAD EBOOKThere is great consistency throughout these articles, research projects, management schemes, and standards, in and out of librarianship. Does the repetition suggest that the lessons have not yet been learned? Rather, it may be that there is no new silver bullet or shortcut for academic libraries. Experience reveals that one may have the formal process without getting good results and vice versa; the determining factor is whether the library staff, managers, and stakeholders define certain fundamental assumptions about the nature of the enterprise. All the above have in common the following underlying components: The careful definition of goals or of some kind of criteria against which success can be assessed A focus on meeting the needs of the users, as defined by the library and the institution Leadership: a commitment from the top, conscious efforts at ensuring communication, the provision of training and resources for the process of evaluation, the active support of a process to promote shared values The involvement of all levels of staff in goal setting, evaluation, and the improvement of processes and services Integrating a process of evaluation that is continuous and adaptive, whether that process is based on the framework of TQM, strategic planning, or another model
Author: Roland T. Rust
Publisher: SAGE
Published: 1994
Total Pages: 201
ISBN-13: 0803949200
DOWNLOAD EBOOKThe 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: National Research Council
Publisher: National Academies Press
Published: 2000-03-23
Total Pages: 162
ISBN-13: 0309173418
DOWNLOAD EBOOKThe managed flow of goods and information from raw material to final sale also known as a "supply chain" affects everythingâ€"from the U.S. gross domestic product to where you can buy your jeans. The nature of a company's supply chain has a significant effect on its success or failureâ€"as in the success of Dell Computer's make-to-order system and the failure of General Motor's vertical integration during the 1998 United Auto Workers strike. Supply Chain Integration looks at this crucial component of business at a time when product design, manufacture, and delivery are changing radically and globally. This book explores the benefits of continuously improving the relationship between the firm, its suppliers, and its customers to ensure the highest added value. This book identifies the state-of-the-art developments that contribute to the success of vertical tiers of suppliers and relates these developments to the capabilities that small and medium-sized manufacturers must have to be viable participants in this system. Strategies for attaining these capabilities through manufacturing extension centers and other technical assistance providers at the national, state, and local level are suggested. This book identifies action steps for small and medium-sized manufacturersâ€"the "seed corn" of business start-up and developmentâ€"to improve supply chain management. The book examines supply chain models from consultant firms, universities, manufacturers, and associations. Topics include the roles of suppliers and other supply chain participants, the rise of outsourcing, the importance of information management, the natural tension between buyer and seller, sources of assistance to small and medium-sized firms, and a host of other issues. Supply Chain Integration will be of interest to industry policymakers, economists, researchers, business leaders, and forward-thinking executives.
