Service Delivery And Customer Satisfaction A Case Study Of Addis Ababa City Administration

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Service Delivery and Customer Satisfaction. A Case Study of Addis Ababa City Administration

Author : Tewodros Tsega
Publisher :
ISBN 13 : 9783346616487
Total Pages : 0 pages
Book Rating : 4.6/5 (164 download)

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Book Synopsis Service Delivery and Customer Satisfaction. A Case Study of Addis Ababa City Administration by : Tewodros Tsega

Download or read book Service Delivery and Customer Satisfaction. A Case Study of Addis Ababa City Administration written by Tewodros Tsega and published by . This book was released on 2022-02-18 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Thesis (M.A.) from the year 2020 in the subject Business economics - Customer Relationship Management, CRM, language: English, abstract: This study is about "Customer Satisfaction and Service Delivery: The Case of Addis Ababa City Administration Land Development and Management Office". The main objective of the research is to measure and address customer satisfaction in the service delivery of the Addis Ababa development and management office. It tries to see the quality of service delivery and the level of customer satisfaction in the land development and management office of Addis Ababa. It tries to see the quality of service using the SERVQUAL service quality measurement model. In the study, descriptive and explanatory types of research method were employed. Then, both probability (simple random sampling) and non-probability (purposive) sampling were used. Therefore, a total of 324 respondents were selected from customers of Addis Ababa land development and management office in the selected five sub-cities to respond through a questionnaire and ten respondents were selected from an employee of the selected sub-cities to respond to an interview. The collected data were analyzed using SPSS and the interpreted data were presented in tables, charts, graphs, and pictures.

Effect of E-Government Based Service Delivery on Customers’ Satisfaction

Author : Ashenafi Tola
Publisher : GRIN Verlag
ISBN 13 : 3346235254
Total Pages : 113 pages
Book Rating : 4.3/5 (462 download)

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Book Synopsis Effect of E-Government Based Service Delivery on Customers’ Satisfaction by : Ashenafi Tola

Download or read book Effect of E-Government Based Service Delivery on Customers’ Satisfaction written by Ashenafi Tola and published by GRIN Verlag. This book was released on 2020-08-27 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2020 in the subject Organisation and administration - Public administration, grade: 4/4, Ethiopian Civil Service University (Leadership and Good Governance), course: Thesis, language: English, abstract: The general objective of this study is mainly to examine the effect of e-government based service delivery on customers’ satisfaction in the case of Addis Ababa city Administration vital events registration agency. It answers the following questions: What is the level of quality of e-government based services delivery in AAVERA? Do E-Government factors affect customers’ perception of service quality in Addis Ababa Vital Events Registration Agency? Is the perceived service delivery a significant predictor of customers’/citizens’ satisfaction? What challenges and additional measures can be taken to improve the E-Government service delivery in Addis Ababa vital events registration agency? The emergence of electronic government both in practice and in concept has been one of the important developments in public administration in the past ten years. It seems to be the next generation of the development in the public sectors. To greater extent governments around the world are introducing e-government as a means of reducing costs, improving services for citizens and increasing effectiveness and efficiency at national, regional and local levels of the public sector. This research mainly examined the effect of e-government based service delivery on customers’ satisfaction in Addis Ababa Vital Events Registration Agency by using TAM and SERVQUAL Models. Convergent parallel mixed research design was adopted to guide the study with both quantitative and qualitative data. Quantitative data was analyzed by using Standardized multiple regressions Model (ANOVA and correlation coefficient) and Binary Logistic regression model was used to test the hypotheses. Qualitative data were analyzed using five steps (Compiling, disassembling, reassembling, interpreting and concluding) of data. All data were gained from questionnaire, key informants interview, focus group discussion and secondary data to achieve its objective.

Service Delivery and Customer Satisfaction. The Case of Burayu Town Municipality, Ethiopia

Author : Ebisa Bakana
Publisher : GRIN Verlag
ISBN 13 : 3346270378
Total Pages : 84 pages
Book Rating : 4.3/5 (462 download)

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Book Synopsis Service Delivery and Customer Satisfaction. The Case of Burayu Town Municipality, Ethiopia by : Ebisa Bakana

Download or read book Service Delivery and Customer Satisfaction. The Case of Burayu Town Municipality, Ethiopia written by Ebisa Bakana and published by GRIN Verlag. This book was released on 2020-10-13 with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2020 in the subject Organisation and administration - Public administration, , language: English, abstract: The main objective of the study was to analyze the quality of public service delivery and to examine the level of customer’s satisfaction in Burayu Town Municipality, Oromia Region. The study was conducted to identify the level of service quality and customers’ satisfaction at the municipality. The total of 412 customers who were the service users of the municipality were selected as a sample size by using Yamane Taro’s sample selection formula as a study subjects. The study used convenience sampling method for sample selection of respondents’ and purposive sampling for interview of Public Service Manager. Open-ended questionnaires, closed ended questionnaires and interview were employed for data collection. Regarding research methodology; the researcher employed explanatory research method with both qualitative and quantitative data type. The analysis conducted using Microsoft Office Excel 2007 and presented by using tables, graphs, frequency distribution and percentage. From the study it was found that service quality dimensions were positively related to customer satisfaction; as service quality meets customers’ expectation it leads to customers’ satisfaction. The result indicates that the dimensions of service quality measures were not fully practised by the municipality, which results in low level of service quality and customers’ satisfaction. Municipal officials need to ensure that all tangible attributes related to employee performance create a desirable impact on customer perception of quality. This is important as customer continue to look for tangible cue as a means to reduce perceived service quality and describe their service experience in Burayu town municipality.

Urban Infrastructure Research

Author : Alok Tiwari
Publisher : Springer
ISBN 13 : 3319304038
Total Pages : 86 pages
Book Rating : 4.3/5 (193 download)

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Book Synopsis Urban Infrastructure Research by : Alok Tiwari

Download or read book Urban Infrastructure Research written by Alok Tiwari and published by Springer. This book was released on 2016-02-24 with total page 86 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book reviews contemporary research on urban infrastructure in 76 Ethiopian cities. It examines urban infrastructure issues in these cities and covers a wide range of topics from sustainability and smart cities to research methods employed by urban infrastructure investigators with regard to Ethiopian cities. Research on urban infrastructure legitimacies and modalities has established its value worldwide in recent years, though it is still fairly young in the Ethiopian context. The first chapter outlines ongoing issues of debate concerning urban infrastructures, including but not limited to discourses on sustainability, smart cities, innovative financing methods, and potential partnerships. Urban infrastructure issues in Ethiopian cities are examined in the second chapter, while the third chapter presents a review of the most relevant literature for researchers. Findings show that the citations in the research reports are mainly from the materials available over the internet, including WHO, UN-Habitat and unpublished local materials. The fourth chapter identifies patterns in the findings and recommendations of the research reports discussed. The results reveal that there is a wider gap between supply and demand with regard to urban infrastructure in Ethiopian cities, a situation that is further aggravated because of the growing urban population and already existing backlogs. The fifth chapter reviews the essential methods employed by urban infrastructure investigators in Ethiopian cities. In this regard, the cross-sectional study method with the use of survey method has been broadly adopted among investigators. Lastly, the book presents a summary and recommendations. It was observed that the urban infrastructure boom in Ethiopia is primarily concentrated in the key cities, and the current pattern of urban infrastructure provision does not incorporate the notion of sustainability. Hence, the book calls for setting the agenda of future research on urban infrastructure and services in Ethiopian cities together with the universities, private sector and government, who should ideally collaborate to produce the knowledge needed to improve quality of life, welfare, productivity, and economic growth.

THE ROLE OF LEADERSHIP IN IMPROVING PUBLIC SERVICE DELIVERY: THE CASE OF GOBA TOWN, BALE ZONE, OROMIA

Author : Mr. Teshome Lemmie
Publisher : D&M ACADEMIA
ISBN 13 : 8195217621
Total Pages : 89 pages
Book Rating : 4.1/5 (952 download)

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Book Synopsis THE ROLE OF LEADERSHIP IN IMPROVING PUBLIC SERVICE DELIVERY: THE CASE OF GOBA TOWN, BALE ZONE, OROMIA by : Mr. Teshome Lemmie

Download or read book THE ROLE OF LEADERSHIP IN IMPROVING PUBLIC SERVICE DELIVERY: THE CASE OF GOBA TOWN, BALE ZONE, OROMIA written by Mr. Teshome Lemmie and published by D&M ACADEMIA. This book was released on 2021-12-20 with total page 89 pages. Available in PDF, EPUB and Kindle. Book excerpt: The general objective of the study was to assess the role of leadership in improving service delivery in selected public sector offices of Goba Town. To realize this objective descriptive design was used, both quantitative and qualitative data were employed. The probability and non-probability sampling techniques were applied. The quantitative data were collected from 123 respondents using a questionnaire and the qualitative data was collected from 2 interviewees. Data were analyzed with SPSS and descriptive statistics: frequency, percentages, mean and standard deviation presented by table, text, and figure. The study found that the weak integration of leaders and employees, lack of a leader’s commitment, effectiveness, capability, and lack of visionary leaders hinders the improvements of service quality in the sample sector. Besides, the study found that managerial interference, inadequate citizen participation, lack of good administrative leadership, lack of accountability, lack of skilled workers, lack of modern facilities, and political manipulation were challenges of poor service delivery. Customers have no a clear understanding of the standards and complain of the service The office did not act in the public interest and maintain public trust and confidence, quality service cannot be addressed for customers. So, it was concluded that leaders failed to carry out their leadership roles in the sample sector offices. Based on the findings articulated and conclusions made, the researcher recommended that the government should design an appropriate leadership capacity building program, establishing a performance-based promotion system and may check customer service strategies. The organization should establish customer Service Standards, method of contact, waiting time for the service providers, and arrange mechanisms that customers can easily obtain appropriate services from the organization.

Public Administration in Ethiopia

Author : Bacha Kebede Debela
Publisher : Leuven University Press
ISBN 13 : 946270256X
Total Pages : 703 pages
Book Rating : 4.4/5 (627 download)

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Book Synopsis Public Administration in Ethiopia by : Bacha Kebede Debela

Download or read book Public Administration in Ethiopia written by Bacha Kebede Debela and published by Leuven University Press. This book was released on 2020-12-01 with total page 703 pages. Available in PDF, EPUB and Kindle. Book excerpt: Building an effective, inclusive, and accountable public administration has become a major point of attention for policymakers and academics in Ethiopia who want to realise sustainable development. This first handbook on Ethiopian Public Administration is written by Ethiopian academics and practitioner-academics and builds on PhD studies and conference papers, including studies presented at the meetings of the Ethiopian Public Administration Association (EPAA), established in 2016. Public Administration in Ethiopia presents a wide range of timely issues in four thematic parts: Governance, Human Resources, Performance and Quality, and Governance of Policies. Each of the individual chapters in this volume contributes in a different way to the overarching research questions: How can we describe and explain the contexts, the processes and the results of the post-1990 politico-administrative reforms in Ethiopia? And what are the implications for sustainable development? This book is essential for students, practitioners, and theorists interested in public administration, public policy, and sustainable development. Moreover, the volume is a valuable stepping stone for PA teaching and PA research in Ethiopia.

EBK: Services Marketing: Integrating Customer Service Across the Firm 4e

Author : Alan Wilson
Publisher : McGraw Hill
ISBN 13 : 1526847817
Total Pages : 539 pages
Book Rating : 4.5/5 (268 download)

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Book Synopsis EBK: Services Marketing: Integrating Customer Service Across the Firm 4e by : Alan Wilson

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.

Research Methodologies in Supply Chain Management

Author : Herbert Kotzab
Publisher : Springer Science & Business Media
ISBN 13 : 3790816361
Total Pages : 616 pages
Book Rating : 4.7/5 (98 download)

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Book Synopsis Research Methodologies in Supply Chain Management by : Herbert Kotzab

Download or read book Research Methodologies in Supply Chain Management written by Herbert Kotzab and published by Springer Science & Business Media. This book was released on 2006-01-16 with total page 616 pages. Available in PDF, EPUB and Kindle. Book excerpt: For reseach in all subjects and among different philisopical paradigms, research methodologies form one of the key issues to rely on. This volume brings a series of papers together, which present different research methodologies as applied in supply chain management. This comprises review oriented papers that look at what kind of methodologies have been applied, as well as methodological papers discussing new developments needed to successfully conduct research in supply chain management. The third group is made up of applications of the respective methodologies, which serve as examples on how the different methodological approaches can be applied. All papers have undergone a review process to ensure their quality. Therefore, we hope that this book will serve as a valid source for current and future researchers in the field. While the workshop on “Research Methodologies in Supply Chain Management” took place at the Supply Chain Management Center, Carl von Ossietzky Univ- sity in Oldenburg, Germany, it is based on a collaboration with the Supply Chain Management Group of the Department of Operations Management at the Cop- hagen Business School and the Department of Production Management at the Vienna University of Economics and Business Administration. We would like to thank all those who contributed to the workshop and this book.

Laboratory Quality Management System

Author : World Health Organization
Publisher :
ISBN 13 : 9789241548274
Total Pages : 0 pages
Book Rating : 4.5/5 (482 download)

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Book Synopsis Laboratory Quality Management System by : World Health Organization

Download or read book Laboratory Quality Management System written by World Health Organization and published by . This book was released on 2011 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Achieving, maintaining and improving accuracy, timeliness and reliability are major challenges for health laboratories. Countries worldwide committed themselves to build national capacities for the detection of, and response to, public health events of international concern when they decided to engage in the International Health Regulations implementation process. Only sound management of quality in health laboratories will enable countries to produce test results that the international community will trust in cases of international emergency. This handbook was developed through collaboration between the WHO Lyon Office for National Epidemic Preparedness and Response, the United States of America Centers for Disease Control and Prevention (CDC) Division of Laboratory Systems, and the Clinical and Laboratory Standards Institute (CLSI). It is based on training sessions and modules provided by the CDC and WHO in more than 25 countries, and on guidelines for implementation of ISO 15189 in diagnostic laboratories, developed by CLSI. This handbook is intended to provide a comprehensive reference on Laboratory Quality Management System for all stakeholders in health laboratory processes, from management, to administration, to bench-work laboratorians. This handbook covers topics that are essential for quality management of a public health or clinical laboratory. They are based on both ISO 15189 and CLSI GP26-A3 documents. Each topic is discussed in a separate chapter. The chapters follow the framework developed by CLSI and are organized as the "12 Quality System Essentials".

The Effect of Organizational Culture on Customer Satisfaction

Author : Abebe Animut
Publisher : GRIN Verlag
ISBN 13 : 3346304698
Total Pages : 99 pages
Book Rating : 4.3/5 (463 download)

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Book Synopsis The Effect of Organizational Culture on Customer Satisfaction by : Abebe Animut

Download or read book The Effect of Organizational Culture on Customer Satisfaction written by Abebe Animut and published by GRIN Verlag. This book was released on 2020-11-26 with total page 99 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2019 in the subject Business economics - Business Management, Corporate Governance, grade: A, , course: Business Adminstration, language: English, abstract: Organizational culture plays a significant role in the overall performance of a particular organization. It becomes an increasingly important factor for organizational survival in the current dynamic environment. Customer satisfaction is one measurement of organizations performance based on the quality of services provided. This study tries to examine the effect of organizational culture on customer satisfaction in Yeka Sub City Small Tax Payers’ Office. The employed semi-structured questionnaire as data gathering tools for the sample population and non-participant observation was also employed as data gathering tool to supplement questionnaire. The total sample size was 249 out of which 232 questionnaires were completed and included in the analysis part. The responses of respondents were analyzed using descriptive statistics and narration. SPSS software was used in analyzing the collected data. The results of analysis showed mixed responses. The correlation coefficients show that all independent variable were found to be positively correlated with customer satisfaction though there is a discrepancy in their strength. Moreover, multiple regression analysis was used to determine the effect of all independent variables on a dependent variable, customer satisfaction. And accordingly, customer satisfaction is found to be primarily predicted by higher level of reliability, tangibility, team orientation, responsiveness, customer orientation and stability of organization. Meanwhile, the employee satisfaction is mostly predicted by higher level of stability, outcome orientation and innovation and risk taking. Generally, it was found that when 65 % of observed variability in customer satisfaction can be explained by independent variables included in the study, 54 % of observed variability in employee satisfaction is found to be explained by change in independent variables included in the study organization.

Doing Business 2020

Author : World Bank
Publisher : World Bank Publications
ISBN 13 : 1464814414
Total Pages : 254 pages
Book Rating : 4.4/5 (648 download)

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Book Synopsis Doing Business 2020 by : World Bank

Download or read book Doing Business 2020 written by World Bank and published by World Bank Publications. This book was released on 2019-11-21 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seventeen in a series of annual reports comparing business regulation in 190 economies, Doing Business 2020 measures aspects of regulation affecting 10 areas of everyday business activity.

Internet, Phone, Mail, and Mixed-Mode Surveys

Author : Don A. Dillman
Publisher : John Wiley & Sons
ISBN 13 : 1118456149
Total Pages : 532 pages
Book Rating : 4.1/5 (184 download)

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Book Synopsis Internet, Phone, Mail, and Mixed-Mode Surveys by : Don A. Dillman

Download or read book Internet, Phone, Mail, and Mixed-Mode Surveys written by Don A. Dillman and published by John Wiley & Sons. This book was released on 2014-08-18 with total page 532 pages. Available in PDF, EPUB and Kindle. Book excerpt: The classic survey design reference, updated for the digital age For over two decades, Dillman's classic text on survey design has aided both students and professionals in effectively planning and conducting mail, telephone, and, more recently, Internet surveys. The new edition is thoroughly updated and revised, and covers all aspects of survey research. It features expanded coverage of mobile phones, tablets, and the use of do-it-yourself surveys, and Dillman's unique Tailored Design Method is also thoroughly explained. This invaluable resource is crucial for any researcher seeking to increase response rates and obtain high-quality feedback from survey questions. Consistent with current emphasis on the visual and aural, the new edition is complemented by copious examples within the text and accompanying website. This heavily revised Fourth Edition includes: Strategies and tactics for determining the needs of a given survey, how to design it, and how to effectively administer it How and when to use mail, telephone, and Internet surveys to maximum advantage Proven techniques to increase response rates Guidance on how to obtain high-quality feedback from mail, electronic, and other self-administered surveys Direction on how to construct effective questionnaires, including considerations of layout The effects of sponsorship on the response rates of surveys Use of capabilities provided by newly mass-used media: interactivity, presentation of aural and visual stimuli. The Fourth Edition reintroduces the telephone—including coordinating land and mobile. Grounded in the best research, the book offers practical how-to guidelines and detailed examples for practitioners and students alike.

Urban Planning and Everyday Urbanisation

Author : Nadine Appelhans
Publisher : transcript Verlag
ISBN 13 : 3839437156
Total Pages : 235 pages
Book Rating : 4.8/5 (394 download)

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Book Synopsis Urban Planning and Everyday Urbanisation by : Nadine Appelhans

Download or read book Urban Planning and Everyday Urbanisation written by Nadine Appelhans and published by transcript Verlag. This book was released on 2016-12-31 with total page 235 pages. Available in PDF, EPUB and Kindle. Book excerpt: Urbanisation in Bahir Dar, Ethiopia, poses challenges to urban living conditions. Despite large scale housing programmes from the side of the government, construction and settling processes have largely remained incremental. Nadine Appelhans focuses on the relation between statutory planning and practices of everyday urbanisation. The findings from Bahir Dar suggest that some mundane regimes of building the city are patronised, while others are considered undesired by policy makers. Based on this insight, the author argues that urban development in Bahir Dar needs to be locally grounded, differentiated and inclusive to avoid further tendencies of segregation.

Service Profit Chain

Author : W. Earl Sasser
Publisher : Simon and Schuster
ISBN 13 : 1439108307
Total Pages : 343 pages
Book Rating : 4.4/5 (391 download)

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Book Synopsis Service Profit Chain by : W. Earl Sasser

Download or read book Service Profit Chain written by W. Earl Sasser and published by Simon and Schuster. This book was released on 1997-04-10 with total page 343 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Diagnosing Corruption in Ethiopia

Author : Janelle Plummer
Publisher : World Bank Publications
ISBN 13 : 0821395327
Total Pages : 448 pages
Book Rating : 4.8/5 (213 download)

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Book Synopsis Diagnosing Corruption in Ethiopia by : Janelle Plummer

Download or read book Diagnosing Corruption in Ethiopia written by Janelle Plummer and published by World Bank Publications. This book was released on 2012-07-06 with total page 448 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a study of the nature of corruption in Ethiopia. It maps eight key sectors. The diagnostics strongly suggest that, in Ethiopia, corrupt practice in the delivery of basic services is potentially much lower than other low-income countries, but that there are emerging patterns in sector level corruption.

Public Transportation Quality of Service

Author : Luigi Dell ́Olio
Publisher : Elsevier
ISBN 13 : 0081022794
Total Pages : 244 pages
Book Rating : 4.0/5 (81 download)

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Book Synopsis Public Transportation Quality of Service by : Luigi Dell ́Olio

Download or read book Public Transportation Quality of Service written by Luigi Dell ́Olio and published by Elsevier. This book was released on 2017-10-11 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Public 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

Service Management and Marketing

Author : Christian Grönroos
Publisher :
ISBN 13 :
Total Pages : 412 pages
Book Rating : 4.:/5 (321 download)

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Book Synopsis Service Management and Marketing by : Christian Grönroos

Download or read book Service Management and Marketing written by Christian Grönroos and published by . This book was released on 2000-10-10 with total page 412 pages. Available in PDF, EPUB and Kindle. Book excerpt: In examining the new rules of service competition, the author discusses what important issues constitute the three levels of internal marketing, the four basic strategy options, and the five rules of service.