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Author : Everett E. Adam
Publisher :
ISBN 13 :
Total Pages : 442 pages
Book Rating : 4.:/5 (31 download)
Download or read book Measuring the Quality Dimension of Service Productivity written by Everett E. Adam and published by . This book was released on 1978 with total page 442 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Valarie A. Zeithaml
Publisher : Simon and Schuster
ISBN 13 : 1439137471
Total Pages : 185 pages
Book Rating : 4.4/5 (391 download)
Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : P.T. Harker
Publisher : Springer Science & Business Media
ISBN 13 : 940110073X
Total Pages : 511 pages
Book Rating : 4.4/5 (11 download)
Download or read book The Service Productivity and Quality Challenge written by P.T. Harker and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 511 pages. Available in PDF, EPUB and Kindle. Book excerpt: 3 While all of these explanations seem to have merit, there is one dominant reason why the percentage of GDP and employment dedicated to services has continued to increase: low productivity. According to Baumol's cost disease hypothesis (Baumol, Blackman, and Wolff 1991), the growth in services is actually an illusion. The fact is that service-sector productivity is improving slower than that of manufacturing and thus, it seems as if we are consuming more services in nominal terms. However, in real terms, we are consuming slightly less services. That is, the increase in the service sector is caused by low productivity relative to manufacturing. The implication of Baumol's cost disease is the following. Assuming historical productivity increases for manufacturing, agriCUlture, education and health care, Baumol (1992) shows that the U. S. can triple its output in all sectors within 50 years. However, due to the higher productivity level for manufacturing and agriculture, it will take substantially more employment in services to achieve this increase in output. To put this argument in perspective, simply roll back the clock 100 years or so and replace the words manufacturing with agriculture, and services with manufacturing. The phenomenal growth in agricultural productivity versus manufacturing caused the employment levels in agriculture in the U. S. to decrease rapidly while producing a truly unbelievable amount of food. It is the low productivity of services that is the real culprit in its growth of GDP and employment share.
Author : American Institute for Decision Sciences. Meeting
Publisher :
ISBN 13 :
Total Pages : 1018 pages
Book Rating : 4.3/5 (512 download)
Download or read book Proceedings written by American Institute for Decision Sciences. Meeting and published by . This book was released on 1985 with total page 1018 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Dr Ralf Lisch
Publisher : Gower Publishing, Ltd.
ISBN 13 : 1472411935
Total Pages : 215 pages
Book Rating : 4.4/5 (724 download)
Download or read book Measuring Service Performance written by Dr Ralf Lisch and published by Gower Publishing, Ltd.. This book was released on 2014-03-28 with total page 215 pages. Available in PDF, EPUB and Kindle. Book excerpt: In service societies, the tertiary sector has long become the primary sector in terms of GDP and employment. Quality research and testing means better service, and success in the service industries demands quality. Nonetheless, complaints about insufficient, inconsistent or bad service abound. Quality decides on success and failure. Where so much is at stake, management decisions call for systematic research and consumers look for relevant results that provide guidance in complex markets. Research into quality and customer satisfaction gets to the core of a business. However, many so-called studies hardly meet essential criteria of empirical research and deliver artefacts rather than facts. This book puts an end to common misconceptions of quality studies. Measuring Service Performance is an appeal for an approach to quality research that meets quality criteria itself. It is a compelling argument against widespread but rather dubious dealings with measurement, data and statistics. Ralf Lisch calls for a reconsideration of the research process, focussing on content instead of method and adding meaning to results. Because service excellence deserves research excellence. Written in a practical, accessible style, the book offers practitioners as well as market researchers, MBA students and others involved in the service sector a critical analysis and discussion of the essentials of 'Practical Research for Better Quality'.
Author : Vincent Ribiere
Publisher : Academic Conferences Limited
ISBN 13 : 1909507008
Total Pages : 470 pages
Book Rating : 4.9/5 (95 download)
Download or read book ICMLG2013-Proceedings of the International Conference on Management, Leadership and Governance written by Vincent Ribiere and published by Academic Conferences Limited. This book was released on 2013-07-02 with total page 470 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : H. David Sherman
Publisher : Springer Science & Business Media
ISBN 13 : 0387332316
Total Pages : 344 pages
Book Rating : 4.3/5 (873 download)
Download or read book Service Productivity Management written by H. David Sherman and published by Springer Science & Business Media. This book was released on 2006-09-10 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance — Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific changes for elevating performance to the best practice services level providing high quality service at low cost and most important, it guides the improvement process.
Author : Lawrence L. Martin
Publisher : SAGE
ISBN 13 : 141297061X
Total Pages : 161 pages
Book Rating : 4.4/5 (129 download)
Download or read book Measuring the Performance of Human Service Programs written by Lawrence L. Martin and published by SAGE. This book was released on 2010 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: Government and nongovernmental human service organizations are under increasing pressure to demonstrate that their programs work. As stakeholders demand more accountability, human service organizations are increasingly utilizing performance accountability and performance measurement as a way of demonstrating the efficiency, quality, and effectiveness of their programs. Measuring the Performance of Human Service Programs, Second Edition examines the reasons why performance measurement has become the major method of performance accountability today. In this second edition of their classic work, Martin & Kettner explain in detail how to develop and utilize output, quality, and outcome performance measures in human service programs. Special attention is given to the four types of outcome performance measures: numeric counts, standardized measures, level of functioning (LOF) scales and client satisfaction.
Author : Alan Wilson
Publisher : McGraw Hill
ISBN 13 : 1526847817
Total Pages : 539 pages
Book Rating : 4.5/5 (268 download)
Download or read book EBK: Services Marketing: Integrating Customer Service Across the Firm 4e written by Alan Wilson and published by McGraw Hill. This book was released on 2020-10-07 with total page 539 pages. Available in PDF, EPUB and Kindle. Book excerpt: Successful 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 : OECD
Publisher : OECD Publishing
ISBN 13 : 9264805907
Total Pages : 447 pages
Book Rating : 4.2/5 (648 download)
Download or read book Improving Healthcare Quality in Europe Characteristics, Effectiveness and Implementation of Different Strategies written by OECD and published by OECD Publishing. This book was released on 2019-10-17 with total page 447 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume, developed by the Observatory together with OECD, provides an overall conceptual framework for understanding and applying strategies aimed at improving quality of care. Crucially, it summarizes available evidence on different quality strategies and provides recommendations for their implementation. This book is intended to help policy-makers to understand concepts of quality and to support them to evaluate single strategies and combinations of strategies.
Author : The National Roundtable on Health Care Quality
Publisher : National Academies Press
ISBN 13 : 0309570689
Total Pages : 42 pages
Book Rating : 4.3/5 (95 download)
Download or read book Measuring the Quality of Health Care written by The National Roundtable on Health Care Quality and published by National Academies Press. This book was released on 1999-02-23 with total page 42 pages. Available in PDF, EPUB and Kindle. Book excerpt: The National Roundtable on Health Care Quality was established in 1995 by the Institute of Medicine. The Roundtable consists of experts formally appointed through procedures of the National Research Council (NRC) who represent both public and private-sector perspectives and appropriate areas of substantive expertise (not organizations). From the public sector, heads of appropriate Federal agencies serve. It offers a unique, nonadversarial environment to explore ongoing rapid changes in the medical marketplace and the implications of these changes for the quality of health and health care in this nation. The Roundtable has a liaison panel focused on quality of care in managed care organizations. The Roundtable convenes nationally prominent representatives of the private and public sector (regional, state and federal), academia, patients, and the health media to analyze unfolding issues concerning quality, to hold workshops and commission papers on significant topics, and when appropriate, to produce periodic statements for the nation on quality of care matters. By providing a structured opportunity for regular communication and interaction, the Roundtable fosters candid discussion among individuals who represent various sides of a given issue.
Author : Khosrow-Pour, Mehdi
Publisher : IGI Global
ISBN 13 : 1466626194
Total Pages : 546 pages
Book Rating : 4.4/5 (666 download)
Download or read book Cases on Performance Measurement and Productivity Improvement: Technology Integration and Maturity written by Khosrow-Pour, Mehdi and published by IGI Global. This book was released on 2012-08-31 with total page 546 pages. Available in PDF, EPUB and Kindle. Book excerpt: One of the main aspects of an organization is the efficiency of managerial concerns, daily interactions and the design and implementation of its business system. Therefore, integrating the latest technology is vital in assisting in the performance and productivity improvement of an organization. Cases on Performance Measurement and Productivity Improvement: Technology Integration and Maturity highlights the successes and failures which have shaped the modern business as well as the technological solutions taken to improve the organizational system. Providing essential research on these applied innovations, this collection of case studies appeals to both academics and practitioners in the business and IT management fields.
Author : Gwilym Croucher
Publisher : Taylor & Francis
ISBN 13 : 1000602028
Total Pages : 162 pages
Book Rating : 4.0/5 (6 download)
Download or read book The Performance of Asian Higher Education written by Gwilym Croucher and published by Taylor & Francis. This book was released on 2022-07-28 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: With contributions from several Asia-Pacific countries, this book compares performance and productivity in higher education from the perspective of institutional change. Using multiple methods and datasets and including case studies from Australia, Cambodia, China, Malaysia, India and Japan, the authors focus on shedding light on the efficacy of institutional policies and reforms. The worldwide Gross Enrolment Ratio (GER) in higher education neared 40 per cent in 2020 due to the dramatic increase in enrolments in many developing economies, especially in Asia. This significant increase in the number of students in higher education brings great benefits but requires major ongoing investment by governments around the world. This growth has followed waves of internationalization and marketization, and universities are undergoing substantial change in their organization and character. The goal of many institutional policies and reforms has been better performance and higher productivity. Yet little is known about whether they have achieved this aim. Students, government officials and university leaders all have the right to ask whether the outcomes of higher education justify the costs of running the system. Although increasing attention has been paid to higher education institutions’ management and operation, the study of higher education performance and productivity is still in its relative infancy compared to other enterprises. Written for students and scholars interested in higher education management and productivity, this book will also appeal to government officials and university leaders keen to know more about institutional reform and how to achieve better performance.
Author : National Research Council
Publisher : National Academies Press
ISBN 13 : 0309257743
Total Pages : 197 pages
Book Rating : 4.3/5 (92 download)
Download or read book Improving Measurement of Productivity in Higher Education written by National Research Council and published by National Academies Press. This book was released on 2013-01-18 with total page 197 pages. Available in PDF, EPUB and Kindle. Book excerpt: Higher education is a linchpin of the American economy and society: teaching and research at colleges and universities contribute significantly to the nation's economic activity, both directly and through their impact on future growth; federal and state governments support teaching and research with billions of taxpayers' dollars; and individuals, communities, and the nation gain from the learning and innovation that occur in higher education. In the current environment of increasing tuition and shrinking public funds, a sense of urgency has emerged to better track the performance of colleges and universities in the hope that their costs can be contained without compromising quality or accessibility. Improving Measurement of Productivity in Higher Education presents an analytically well-defined concept of productivity in higher education and recommends empirically valid and operationally practical guidelines for measuring it. In addition to its obvious policy and research value, improved measures of productivity may generate insights that potentially lead to enhanced departmental, institutional, or system educational processes. Improving Measurement of Productivity in Higher Education constructs valid productivity measures to supplement the body of information used to guide resource allocation decisions at the system, state, and national levels and to assist policymakers who must assess investments in higher education against other compelling demands on scarce resources. By portraying the productive process in detail, this report will allow stakeholders to better understand the complexities of-and potential approaches to-measuring institution, system and national-level performance in higher education.
Author : David J. Sumanth
Publisher : McGraw-Hill Companies
ISBN 13 :
Total Pages : 584 pages
Book Rating : 4.3/5 (91 download)
Download or read book Productivity Engineering and Management written by David J. Sumanth and published by McGraw-Hill Companies. This book was released on 1984 with total page 584 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Ali Emrouznejad
Publisher : Springer
ISBN 13 : 3662434377
Total Pages : 405 pages
Book Rating : 4.6/5 (624 download)
Download or read book Managing Service Productivity written by Ali Emrouznejad and published by Springer. This book was released on 2014-07-31 with total page 405 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume describes how frontier efficiency methodologies such as Data Envelopment Analysis (DEA) and other techniques such as multi-criteria decision making can help service industries to improve their performance by providing a ranking of best-practice efficient service units and by identifying sources of inefficiency for each service unit. It explains how they can be used to determine potential improvement targets for each of the inefficient service units, to identify peers for each service organization and to provide a basis for continuous performance improvement. Presenting applications in a variety of industries, this book will be useful for the service management to improve service productivity, profitability, sustainability and quality and effectiveness of service deliveries. A free trial version of the World’s leading Data Envelopment Analysis Software (PIM-DEA) is available for readers of this book.
Author : Delft University of Technology
Publisher : Academic Conferences Limited
ISBN 13 :
Total Pages : 82 pages
Book Rating : 4.6/5 (379 download)
Download or read book Electronic Journal of Information Systems Evaluation written by Delft University of Technology and published by Academic Conferences Limited. This book was released on with total page 82 pages. Available in PDF, EPUB and Kindle. Book excerpt:
