Services Management Conceptualizing And Measuring Customer Perceived Service Quality

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Services Management: Conceptualizing and Measuring Customer Perceived Service Quality

Author : Tim Ebner
Publisher : GRIN Verlag
ISBN 13 : 3656371482
Total Pages : 31 pages
Book Rating : 4.6/5 (563 download)

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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.

Services Marketing and Management

Author : Audrey Gilmore
Publisher : SAGE
ISBN 13 : 9780761941583
Total Pages : 226 pages
Book Rating : 4.9/5 (415 download)

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Book Synopsis Services Marketing and Management by : Audrey Gilmore

Download or read book Services Marketing and Management written by Audrey Gilmore and published by SAGE. This book was released on 2003-06-02 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text provides an overview of the characteristics and underlying principles of delivering services in today's marketplace, and places these issues in the context of the frameworks and activities of various types of organization, such as financial services, tourism, charities and museums.

Service Quality

Author : Roland T. Rust
Publisher : SAGE
ISBN 13 : 0803949200
Total Pages : 201 pages
Book Rating : 4.8/5 (39 download)

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Book Synopsis Service Quality by : Roland T. Rust

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.

Web-Based Services: Concepts, Methodologies, Tools, and Applications

Author : Management Association, Information Resources
Publisher : IGI Global
ISBN 13 : 146669467X
Total Pages : 2418 pages
Book Rating : 4.4/5 (666 download)

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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 2418 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.

Current Issues in Hospitality and Tourism

Author : A. Zainal
Publisher : CRC Press
ISBN 13 : 0203075366
Total Pages : 666 pages
Book Rating : 4.2/5 (3 download)

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Book Synopsis Current Issues in Hospitality and Tourism by : A. Zainal

Download or read book Current Issues in Hospitality and Tourism written by A. Zainal and published by CRC Press. This book was released on 2012-08-22 with total page 666 pages. Available in PDF, EPUB and Kindle. Book excerpt: Globally the hospitality and tourism industry is evolving and undergoing radical changes. The past practices are now advancing through the rapid development of knowledge and skills acquired to adapt and create innovations in various ways. Hence, it is imperative that we have an understanding of the present issues so that we are able to remedy probl

Service Quality Measurement: Issues and Perspectives

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)

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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 [...]

Experience Marketing

Author : Ellen Lupia O'Sullivan
Publisher : Venture Publishing (PA)
ISBN 13 : 9780910251983
Total Pages : 0 pages
Book Rating : 4.2/5 (519 download)

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Book Synopsis Experience Marketing by : Ellen Lupia O'Sullivan

Download or read book Experience Marketing written by Ellen Lupia O'Sullivan and published by Venture Publishing (PA). This book was released on 1998 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This important new book concerns the marketing of recreation and leisure experiences. While the service marketing model moved marketing into a new era, it didn't recognize that today, recreation and leisure experiences drive the market. The ways in which people choose to live, work, and play have resulted in leisure experience becoming a key component of lifestyle.This book is a compilation of what is known about the marketing of experiences, and is intended for both beginner and more advanced marketers. Written in a conversational yet instructive style, Experience Marketing: Strategies for the New Millennium engages the reader in a process of discovery to determine a preferred course for improved marketing approaches in diverse settings.As a wide variety of organizations in the commercial, private, nonprofit, and public sector are increasingly involved in the marketing of experiences to diverse groups, O'Sullivan and Spangler's book is a valuable resource in enhancing the quality of life for customers and clients.

Marketing of Services

Author : Dr. Atul S.Charde I Dr. Mukul A. Burghate I Kartik Uttarwar
Publisher : International Journal of Commerce and Management Studies (IJCAMS)
ISBN 13 :
Total Pages : 108 pages
Book Rating : 4.3/5 (534 download)

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Book Synopsis Marketing of Services by : Dr. Atul S.Charde I Dr. Mukul A. Burghate I Kartik Uttarwar

Download or read book Marketing of Services written by Dr. Atul S.Charde I Dr. Mukul A. Burghate I Kartik Uttarwar and published by International Journal of Commerce and Management Studies (IJCAMS). This book was released on with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services marketing is a form of marketing businesses that provide a service to their customers use to increase brand awareness and sales. Unlike product marketing, services marketing focuses on advertising intangible transactions that provide value to customers.The purpose of this study Material is to present an introduction to the subjects of ‘Marketing of Services’ for Management and Commerce students. The book contains the syllabus from basics of the subjects going into the intricacies of the subjects. All the concepts have been explained with relevant examples and diagrams to make it interesting for the readers.An attempt is made here by the authors to assist the students by way of providing Study Material as per the curriculum with non-commercial considerations. However, it is implicit that these are exam-oriented Study Material and students are advised to attend regular class room classes in the Institute and utilize reference books available in the library for In-depth knowledge.We owe to many websites and their free contents; we would like to specially acknowledge contents of website www.wikipedia.com and various authors whose writings formed the basis for this book. We acknowledge our thanks to them.At the end we would like to say that there is always a room for improvement in whatever we do. We would appreciate any suggestions regarding this study material from the readers so that the contents can be made more interesting and meaningful. Readers can email their queries and doubts to our authors on [email protected]. We shall be glad to help you immediately. Authors:Dr. Atul S. Charde I Dr. Mukul Burghate I Dr. Bharati Barapatre

Measuring Customer Experience

Author : Philipp Klaus
Publisher : Springer
ISBN 13 : 1137375469
Total Pages : 166 pages
Book Rating : 4.1/5 (373 download)

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Book Synopsis Measuring Customer Experience by : Philipp Klaus

Download or read book Measuring Customer Experience written by Philipp Klaus and published by Springer. This book was released on 2014-11-19 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.

The Global Business Handbook

Author : Mark J. Hooper
Publisher : CRC Press
ISBN 13 : 1317030303
Total Pages : 808 pages
Book Rating : 4.3/5 (17 download)

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Book Synopsis The Global Business Handbook by : Mark J. Hooper

Download or read book The Global Business Handbook written by Mark J. Hooper and published by CRC Press. This book was released on 2016-03-09 with total page 808 pages. Available in PDF, EPUB and Kindle. Book excerpt: A nation's economic success depends on the capacity of its companies and trading organizations to develop business relationships, trade and do business in the international arena. Doing business across borders subtly changes the processes and skills the successful manager needs. Cultural, social, geographic and legal factors serve to complicate the picture. The mantra for managers today is think global, act local. In this handbook the authors concentrate on the big developments that currently are happening at an international level. They consider how managers operating in the global business landscape must change what they do to create advantages and remain competitive. The Global Business Handbook is based on the structure of the very successful IÉSEG International School of Management's programme on international management. It includes a global focus, backed by the latest research on different aspects of international business carried out in different parts of the world.

Encyclopedia of Industrial and Organizational Psychology

Author : Steven G. Rogelberg
Publisher : SAGE
ISBN 13 : 1412924707
Total Pages : 1169 pages
Book Rating : 4.4/5 (129 download)

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Book Synopsis Encyclopedia of Industrial and Organizational Psychology by : Steven G. Rogelberg

Download or read book Encyclopedia of Industrial and Organizational Psychology written by Steven G. Rogelberg and published by SAGE. This book was released on 2007 with total page 1169 pages. Available in PDF, EPUB and Kindle. Book excerpt: Publisher description

Fundamentals of Marketing

Author : Paul Baines
Publisher : Oxford University Press
ISBN 13 : 0198748574
Total Pages : 403 pages
Book Rating : 4.1/5 (987 download)

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Book Synopsis Fundamentals of Marketing by : Paul Baines

Download or read book Fundamentals of Marketing written by Paul Baines and published by Oxford University Press. This book was released on 2017 with total page 403 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do you want to know how a traditionally French brand expands into an international market, how a department store can channel its business online, or how any organization can incorporate social media into their communication campaigns? What can you learn from these practices, how do they incorporate sustainability and ethical practice, and how could it influence your career, whether in marketing or not? Incorporating the big brand case studies, unique expert insights, and engaging learning features of the best-selling Marketing by Baines, Fill, and Rosengren, Fundamentals of Marketing is the most complete resource for students looking for a briefer guide to help build their theoretical understanding of marketing into skilful practice. Covering the most essential theories and latest trends, this book take you from the traditional marketing mix to the cutting-edge trends of the discipline, with a particular focus on sustainability, ethics, and digitalization. With cases featuring international companies such as YouTube, Kopparberg, and Nestle, and exploring issues such as greenwashing, guilt appeals, and responsible branding, the book goes beyond marketing theory to illustrate marketing at work in the business world, and how it can be used to promote a company's success. Review and discussion questions conclude each chapter, prompting readers to examine the themes discussed in more detail and critically engage with the theory. Links to seminal papers throughout each chapter also present the opportunity to take learning further and read in depth on selected topics. A fully integrated Online Resource Centre allows you to learn from real-life marketers whose video interviews expand on the book's Case Insights to offer a more in-depth view of their world. From Withers Worldwide to Aston Martin, Lanson International to Spotify, household names as well as SMEs and online businesses discuss their real-life marketing dilemmas and how they navigated their way to a positive outcome. Test bank questions, internet activities, and web links also allow you to test your learning and explore key concepts further. Fundamentals of Marketing has all you need to begin your journey into the fascinating world of marketing. The book is accompanied by an Online Resource Centre that features: For everyone: Case Insight videos Library of video links Worksheets For students: Author audio podcasts Multiple-choice questions Flashcard glossaries Employability guidance and marketing careers insights Internet activities Research insights Web links For lecturers: VLE content PowerPoint slides Test bank Essay questions Tutorial activities Marketing resource bank Pointers on answering the discussion question at the end of each chapter of the book Figures and tables from the book in electronic format Transcripts of the Case Insight videos

Service Quality

Author : Benjamin Schneider
Publisher : SAGE
ISBN 13 : 9780761921479
Total Pages : 204 pages
Book Rating : 4.9/5 (214 download)

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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

Creating and Delivering Value in Marketing

Author : Harlan E. Spotts
Publisher : Springer
ISBN 13 : 9783319385754
Total Pages : 0 pages
Book Rating : 4.3/5 (857 download)

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Book Synopsis Creating and Delivering Value in Marketing by : Harlan E. Spotts

Download or read book Creating and Delivering Value in Marketing written by Harlan E. Spotts and published by Springer. This book was released on 2016-09-24 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. This volume includes the full proceedings from the 2003 Academy of Marketing Science (AMS) Annual Conference held in Washington, D.C., entitled Creating and Delivering Value in Marketing.

Handbook of Services Marketing and Management

Author : Teresa Swartz
Publisher : SAGE
ISBN 13 : 9780761916123
Total Pages : 538 pages
Book Rating : 4.9/5 (161 download)

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Book Synopsis Handbook of Services Marketing and Management by : Teresa Swartz

Download or read book Handbook of Services Marketing and Management written by Teresa Swartz and published by SAGE. This book was released on 2000 with total page 538 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world''s leading experts on services marketing and management.'

Managing Service Quality

Author : Paul Kunst
Publisher :
ISBN 13 :
Total Pages : 204 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Managing Service Quality by : Paul Kunst

Download or read book Managing Service Quality written by Paul Kunst and published by . This book was released on 1995 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Service Quality Management in Hospitality, Tourism, and Leisure

Author : Connie Mok
Publisher : Routledge
ISBN 13 : 1136386564
Total Pages : 358 pages
Book Rating : 4.1/5 (363 download)

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Book Synopsis Service Quality Management in Hospitality, Tourism, and Leisure by : Connie Mok

Download or read book Service Quality Management in Hospitality, Tourism, and Leisure written by Connie Mok and published by Routledge. This book was released on 2013-01-11 with total page 358 pages. Available in PDF, EPUB and Kindle. Book excerpt: Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.