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Author : Leonard L. Berry
Publisher :
ISBN 13 :
Total Pages : 40 pages
Book Rating : 4.3/5 (512 download)
Download or read book Ten Lessons for Improving Service Quality written by Leonard L. Berry and published by . This book was released on 1993 with total page 40 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Leonard L. Berry
Publisher :
ISBN 13 :
Total Pages : 25 pages
Book Rating : 4.:/5 (993 download)
Download or read book Ten Lessons for Improving Service Quality written by Leonard L. Berry and published by . This book was released on 2003 with total page 25 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Raymond P. Fisk
Publisher : Marketing Classics Press
ISBN 13 : 161311317X
Total Pages : 226 pages
Book Rating : 4.6/5 (131 download)
Download or read book Services Marketing Self-Portraits: Introspections, Reflections, and Glimpses from the Experts written by Raymond P. Fisk and published by Marketing Classics Press. This book was released on 2012-03-15 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Raj Rattan
Publisher : Quintessenz Verlag
ISBN 13 : 1850973318
Total Pages : 194 pages
Book Rating : 4.8/5 (59 download)
Download or read book Quality Matters written by Raj Rattan and published by Quintessenz Verlag. This book was released on 2019-09-03 with total page 194 pages. Available in PDF, EPUB and Kindle. Book excerpt: This unique book considers the concept of quality as it relates to the provision of dental care. For the author's purposes, quality is defined in relation to the process of care, the service given, the people delivering the care, and the environment in which the care is provided. In each of these various facets of dental care, the author considers the process of measuring, assessing, improving, and monitoring quality and its impact on the way we work and live.
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 : Marketing Science Institute
Publisher :
ISBN 13 :
Total Pages : 60 pages
Book Rating : 4.E/5 ( download)
Download or read book Publications written by Marketing Science Institute and published by . This book was released on 1998 with total page 60 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Daniel I. Kaplan
Publisher : John Wiley & Sons
ISBN 13 : 9780471591290
Total Pages : 278 pages
Book Rating : 4.5/5 (912 download)
Download or read book Service Success! Lessons From a Leader on How to Turn Around a Service Business written by Daniel I. Kaplan and published by John Wiley & Sons. This book was released on 1994-03-22 with total page 278 pages. Available in PDF, EPUB and Kindle. Book excerpt: Packed with practical ideas and strategies for service managers, this candid case study demonstrates how to improve performance and profitability in any service business. A success story himself, Kaplan pioneers a radical new system for measuring quality in the service industry.
Author : Alan Wilson
Publisher : McGraw Hill
ISBN 13 : 0077169328
Total Pages : 558 pages
Book Rating : 4.0/5 (771 download)
Download or read book EBOOK: Services Marketing: Integrating Customer Focus Across the Firm written by Alan Wilson and published by McGraw Hill. This book was released on 2016-01-16 with total page 558 pages. Available in PDF, EPUB and Kindle. Book excerpt: European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third 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. Drawing on the most recent research and using up-to-date and topical examples, the book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing today. New and updated material in this new edition include: · - New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field · - Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships · - New examples and case studies added from global and innovative companies including AirBnB, IKEA, Disneyland, Scandinavia Airlines, and Skyscanner
Author : WCTR Society. Air Transport Research Society. Conference
Publisher :
ISBN 13 :
Total Pages : 264 pages
Book Rating : 4.3/5 (555 download)
Download or read book The Conference Proceedings of the 2003 Air Transport Research Society (ATRS) World Conference written by WCTR Society. Air Transport Research Society. Conference and published by . This book was released on 2003 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Brent D. Ruben
Publisher : Routledge
ISBN 13 : 1351293540
Total Pages : 302 pages
Book Rating : 4.3/5 (512 download)
Download or read book Quality in Higher Education written by Brent D. Ruben and published by Routledge. This book was released on 2018-04-24 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: The concept of quality in higher education is by no means a new one. By one set of definitions or another, colleges and universities throughout the world have always held the pursuit of excellence as their primary goal. Why then has the quality approach, developed and popularized in industry, and how increasingly applied in health care and government, receiving so much attention in higher education at this moment? What does this perspective add to the approaches to excellence with which they have long embraced?These are the two primary questions that this book seeks to address. Chapters and contributors include: "The New Productivity" by Peter F. Drucker; "World War n and the Quality Movement" by J. M. Juran; "The Quality Approach to Higher Education: Context of Concepts for Change" by Brent Ruben; "The Big Questions in Higher Education Today" by L. Edwin Coate; "An American Approach to Quality" by Marilyn R. Zuckerman and Lewis J. Hatala; "Quality hi Higher Education: Critical Issues in Definition and Assessment" by Brent Ruben; and "Ten Areas for Future Research in Total Quality Management" by A. Blanton Godfrey. The volume is graced with an opening essay by Francis L. Lawrence, president of Rutgers University.Higher education is in the public spotlight today due to the many challenges it now faces: rising tuition costs; frustration about a tight job market for graduates; calls for increased faculty productivity; concerns about political correctness; and criticisms regarding the use of grant and research funds, among others. Quality in Higher Education is a particularly timely book that will greatly benefit educators, university administrators, students, and sociologists, and all those who are interested in higher education today.
Author : Michael Milakovich
Publisher : CRC Press
ISBN 13 : 1420031139
Total Pages : 427 pages
Book Rating : 4.4/5 (2 download)
Download or read book Improving Service Quality in the Global Economy written by Michael Milakovich and published by CRC Press. This book was released on 2005-08-03 with total page 427 pages. Available in PDF, EPUB and Kindle. Book excerpt: Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su
Author : Deborah Dang
Publisher : Sigma Theta Tau
ISBN 13 : 1938835301
Total Pages : 393 pages
Book Rating : 4.9/5 (388 download)
Download or read book Johns Hopkins Nursing Professional Practice Model: Strategies to Advance Nursing Excellence written by Deborah Dang and published by Sigma Theta Tau. This book was released on 2017-03-27 with total page 393 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do you have a work culture that fosters collaboration, stimulates innovation, and empowers nurses to achieve success in exceptional ways? In Johns Hopkins Nursing Professional Practice Model: Strategies to Advance Nursing Excellence, authors Deborah Dang, Judith Rohde, and Jeannette Suflita present a model proven to inspire professional nurses to deliver exceptional care delivery and outcomes. Whether you’re a bedside nurse or an executive, you’ll learn how to adapt the Johns Hopkins Nursing Professional Practice Model to your work setting. Packed with exemplars, self-assessment guides, planning tools, and lessons learned, this manual guides you in creating and sustaining an environment where professional nursing practices flourish. Learn practical strategies to: Empower front-line nurses and encourage interprofessional collaboration Build and implement programs that promote adaptation, ownership, and accountability Establish practice and leadership standards Structure organizations to foster leadership and advance nursing excellence With a focus on achievement, caring, empowerment, and influence, Johns Hopkins Nursing Professional Practice Model can help reshape the future of nursing.
Author : Marketing Science Institute
Publisher :
ISBN 13 :
Total Pages : 76 pages
Book Rating : 4.E/5 ( download)
Download or read book Catalog of Publications written by Marketing Science Institute and published by . This book was released on 1994 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Hiram C. Barksdale
Publisher :
ISBN 13 : 9780884062608
Total Pages : 504 pages
Book Rating : 4.0/5 (626 download)
Download or read book Marketing Information written by Hiram C. Barksdale and published by . This book was released on 1995 with total page 504 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Michael Milakovich
Publisher : CRC Press
ISBN 13 : 9781884015458
Total Pages : 288 pages
Book Rating : 4.0/5 (154 download)
Download or read book Improving Service Quality written by Michael Milakovich and published by CRC Press. This book was released on 1995-03-01 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Organizations are struggling to improve customer-focused quality in today's highly competitive domestic and global markets. Better design, implementation, and daily management of quality improvement strategies is essential for survival. Quality improvement principles, when thoughtfully applied and appropriately modified to meet all types of customer demands, are a sound means to respond to changing markets. However, when various quality and productivity theories and methods are applied without changing the organizational culture, it is very difficult to consistently deliver quality results. This important new book focuses on quality improvement methods for high performance in public and private services not covered in other books: applications focus on construction, education, government, insurance, public utilities, health care, and nonprofit services. Rather than detailing the technical processes to achieve inspection, planning, quality auditing, statistics, or risk assessment, this book presents step-by-step guidelines, recommendations, and action plans for changing service organizations to implement quality improvements. Sound theory and careful strategic planning are presented to assist readers in developing an understanding of how to select the essential elements of systems that best fit their customers' needs.
Author : Stephen Walter Brown
Publisher : Lexington Books
ISBN 13 : 9780669211528
Total Pages : 416 pages
Book Rating : 4.2/5 (115 download)
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.
Author : Eberhard Eugen Scheuing
Publisher : Amacom Books
ISBN 13 : 9780814401194
Total Pages : 550 pages
Book Rating : 4.4/5 (11 download)
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.
