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Service Quality Measurement Issues And Perspectives
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Author :Lewlyn L. R. Rodrigues Publisher :Anchor Academic Publishing (aap_verlag) ISBN 13 :3954895528 Total Pages :81 pages Book Rating :4.9/5 (548 download)
Book Synopsis Service Quality Measurement: Issues and Perspectives by : Lewlyn L. R. Rodrigues
Download or read book Service Quality Measurement: Issues and Perspectives written by Lewlyn L. R. Rodrigues and published by Anchor Academic Publishing (aap_verlag). This book was released on 2013-06-01 with total page 81 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: ‘Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?’ This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the “research bent of mind” to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the [...]
Author :Lewlyn L. R. Rodrigues Publisher :Anchor Academic Publishing (aap_verlag) ISBN 13 :3954890526 Total Pages :85 pages Book Rating :4.9/5 (548 download)
Book Synopsis Service Quality Measurement: Issues and Perspectives by : Lewlyn L. R. Rodrigues
Download or read book Service Quality Measurement: Issues and Perspectives written by Lewlyn L. R. Rodrigues and published by Anchor Academic Publishing (aap_verlag). This book was released on 2013-05-22 with total page 85 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is very useful for it is not just 'descriptive' in its nature, but 'prescriptive', too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: 'Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?' This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the "research bent of mind" to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional gu
Book Synopsis Service Quality by : Stephen Walter Brown
Download or read book Service Quality written by Stephen Walter Brown and published by Lexington Books. This book was released on 1991 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com.
Book Synopsis Service Quality by : Benjamin Schneider
Download or read book Service Quality written by Benjamin Schneider and published by SAGE. This book was released on 2004 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Service Quality Measurement by : Barbara R. Lewis
Download or read book Service Quality Measurement written by Barbara R. Lewis and published by . This book was released on 1993 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Defines service quality and examines its dimensions with reference to earlier studies; looks at measurement from the perspectives of customers, anagement and employees and details these perspectives with regard to three sectors: financial services, tourism and health care. Describes measurement problems, particularly those associated with SERVQUAL and also investigates cultural problems, includ- ing differences in aKitudes and behaviour, and how these may affect measures of expectations and perceptions.
Book Synopsis Managing Service Operations by : Bill Hollins
Download or read book Managing Service Operations written by Bill Hollins and published by SAGE. This book was released on 2006-09-18 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: `Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field′ - Naomi Gornick, Honorary Professor, University of Dundee Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include: - Chapter objectives; - Short cases; - Student exercises; - Chapter summaries; - Further reading section; - A glossary of key terms.
Book Synopsis Handbook of Research on Creating Sustainable Value in the Global Economy by : Akkucuk, Ulas
Download or read book Handbook of Research on Creating Sustainable Value in the Global Economy written by Akkucuk, Ulas and published by IGI Global. This book was released on 2019-11-15 with total page 562 pages. Available in PDF, EPUB and Kindle. Book excerpt: During the first decade of the 21st century, the world has witnessed a plethora of corporate scandals, global economic crises, and rising environmental concerns. As a result of these developments, pressure has been mounting on businesses to pay more attention to the environmental and resource consequences of the products they produce and services they deliver. The Handbook of Research on Creating Sustainable Value in the Global Economy contains a collection of pioneering research on the integration of issues of sustainability within the traditional areas of management. While highlighting topics including green marketing, circular economy, and sustainable business, this book is ideally designed for managers, executives, environmentalists, economists, business professionals, researchers, academicians, and students in disciplines including marketing, economics, finance, operations management, communication science, and information technology.
Book Synopsis Satisfaction: A Behavioral Perspective on the Consumer by : Richard L. Oliver
Download or read book Satisfaction: A Behavioral Perspective on the Consumer written by Richard L. Oliver and published by Routledge. This book was released on 2014-12-18 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.
Book Synopsis Eurasian Business and Economics Perspectives by : Mehmet Huseyin Bilgin
Download or read book Eurasian Business and Economics Perspectives written by Mehmet Huseyin Bilgin and published by Springer Nature. This book was released on 2022-01-03 with total page 341 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents selected papers from the 33rd Eurasia Business and Economics Society (EBES) Conference, virtually held in Madrid (Spain) due to the Covid-19 pandemic. The theoretical and empirical papers gathered here cover diverse areas of business, economics and finance in various geographic regions, including not only topics from HR, management, finance, marketing but also contributions on public economics, political economy and regional studies.
Book Synopsis Service Quality (SQ) by : Arthur Collins
Download or read book Service Quality (SQ) written by Arthur Collins and published by . This book was released on 2017 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Measurement Issues and Assessment for Teaching Quality by : Drew H. Gitomer
Download or read book Measurement Issues and Assessment for Teaching Quality written by Drew H. Gitomer and published by SAGE. This book was released on 2008-11-06 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offering perspectives focused on the meaningful goal of measuring and assessing teacher quality, Measurement Issues and Assessment for Teaching Quality brings together leading researchers and practitioners from the fields of education, economics and policy who contribute provocative, illuminating, and coherent articles that explore key issues surrounding this vital topic. Features: Provides an in-depth examination of three thematic sections: Measuring Teaching Quality for Professional Entry, Measuring Teaching Quality in Practice, Measuring Teaching Quality in Context Includes section summaries by Drew Gitomer that highlight key issues and common themes that tie the articles together Closes with a summary and call to action by Lee Shulman, President of The Carnegie Foundation for the Advancement of Teaching Measurement Issues and Assessment for Teaching Quality is must reading for principals, educational administrators, and policymakers concerned with the dynamics of improving teacher quality.
Book Synopsis Measuring Service Performance by : Ralf Lisch
Download or read book Measuring Service Performance written by Ralf Lisch and published by Routledge. This book was released on 2016-05-06 with total page 271 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'.
Book Synopsis Services Management: Conceptualizing and Measuring Customer Perceived Service Quality by : Tim Ebner
Download or read book Services Management: Conceptualizing and Measuring Customer Perceived Service Quality written by Tim Ebner and published by GRIN Verlag. This book was released on 2013-02-12 with total page 31 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, grade: 2,3, University of Münster (Junior Professorship for Marketing), language: English, abstract: Service Quality is a field of marketing, which stimulated numerous scholars to do theoretical and empirical research on. The SERVQUAL concept first was amongst concepts like The Nordic Model by Grönroos (1984) and The Three-Component Model by Rust and Oliver (1994) and SERVPERF by Cronin and Taylor (1992). After there has been a major debate which role expectations should play for service quality, which primary dimensions should be used to conceptualize and measure it and how service quality has to be integrated in existing marketing theory, newer approaches concentrate either on the depth of these dimensions, further optimization of the integration of service quality into marketing theory or specific factors which might play a role on distinct settings. In a multilevel approach, primary dimensions can be understood as direct antecedents of service quality. Subdimensions are antecedents of the primary dimensions of service quality. This paper deals with the issue, how customer perceived service quality (CPSQ) is supposed to be conceptualized and measured. In order to do this, the first section begins simply with several ideas that came up in literature what factors might influence service quality and how it can be defined. Then the paper illustrates why generality of theories is useful in Marketing Research and how it can be achieved. Moreover, an adequate framework to justify or reject particular concepts and measurements of service quality is provided. In the third section, the paper continues with the introduction of concepts and measurements of service quality. Attention is given to broader approaches as well as specific approaches of service quality. The paper combines these approaches in the fourth section with the help of the diagnostic framework provided before in order to achieve a concept of CPSQ with an optimal degree of generality. Thereafter the paper closes with a conclusion that gives a résumé on the results of this work.
Book Synopsis Measuring Capacity to Care Using Nursing Data by : Evelyn Hovenga
Download or read book Measuring Capacity to Care Using Nursing Data written by Evelyn Hovenga and published by Academic Press. This book was released on 2020-03-13 with total page 500 pages. Available in PDF, EPUB and Kindle. Book excerpt: Measuring Capacity to Care Using Nursing Data presents evidence-based solutions regarding the adoption of safe staffing principles and the optimum use of operational data to enable health service delivery strategies that result in improved patient and organizational outcomes. Readers will learn how to make better use of informatics to collect, share, link and process data collected operationally for the purpose of providing real-time information to decision- makers. The book discusses topics such as dynamic health care environments, health care operational inefficiencies and costly events, how to measure nursing care demand, nursing models of care, data quality and governance, and big data. The content of the book is a valuable source for graduate students in informatics, nurses, nursing managers and several members involved in health care who are interested in learning more about the beneficial use of informatics for improving their services. Presents and discusses evidences from real-world case studies from multiple countries Provides detailed insights of health system complexity in order to improve decision- making Demonstrates the link between nursing data and its use for efficient and effective healthcare service management Discusses several limitations currently experienced and their impact on health service delivery
Author :Management Association, Information Resources Publisher :IGI Global ISBN 13 :146669467X Total Pages :2461 pages Book Rating :4.4/5 (666 download)
Book Synopsis Web-Based Services: Concepts, Methodologies, Tools, and Applications by : Management Association, Information Resources
Download or read book Web-Based Services: Concepts, Methodologies, Tools, and Applications written by Management Association, Information Resources and published by IGI Global. This book was released on 2015-11-09 with total page 2461 pages. Available in PDF, EPUB and Kindle. Book excerpt: The recent explosion of digital media, online networking, and e-commerce has generated great new opportunities for those Internet-savvy individuals who see potential in new technologies and can turn those possibilities into reality. It is vital for such forward-thinking innovators to stay abreast of all the latest technologies. Web-Based Services: Concepts, Methodologies, Tools, and Applications provides readers with comprehensive coverage of some of the latest tools and technologies in the digital industry. The chapters in this multi-volume book describe a diverse range of applications and methodologies made possible in a world connected by the global network, providing researchers, computer scientists, web developers, and digital experts with the latest knowledge and developments in Internet technologies.
Book Synopsis The Service Quality Handbook by : Eberhard Eugen Scheuing
Download or read book The Service Quality Handbook written by Eberhard Eugen Scheuing and published by Amacom Books. This book was released on 1993-01 with total page 550 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
