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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 [...]
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.
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 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 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
Book Synopsis The SAGE Handbook of Hospitality Management by : Roy C Wood
Download or read book The SAGE Handbook of Hospitality Management written by Roy C Wood and published by SAGE. This book was released on 2008-06-05 with total page 577 pages. Available in PDF, EPUB and Kindle. Book excerpt: At last, a comprehensive, systematically organized Handbook which gives a reliable and critical guide to all aspects of one of the world′s leading industries: the hospitality industry. The book focuses on key aspects of the hospitality management curriculum, research and practice bringing together leading scholars throughout the world. Each essay examines a theme or functional aspect of hospitality management and offers a critical overview of the principle ideas and issues that have contributed, and continue to contribute, within it. Topics include: • The nature of hospitality and hospitality management • The relationship of hospitality management to tourism, leisure and education provision • The current state of development of the international hospitality business • The core activities of food, beverage and accommodation management • Research strategies in hospitality management • Innovation and entrepreneurship trends • The role of information technology The SAGE Handbook of Hospitality Management constitutes a single, comprehensive source of reference which will satisfy the information needs of both specialists in the field and non-specialists who require a contemporary introduction to the hospitality industry and its analysis. Bob Brotherton formerly taught students of Hospitality and Tourism at Manchester Metropolitan University. He has also taught Research Methods to Hospitality and Tourism students at a number of international institutions as a visiting lecturer; Roy C. Wood is based in the Oberoi Centre of Learning and Development, India
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 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
Book Synopsis Management Perspective for Transport Telematics by : Jerzy Mikulski
Download or read book Management Perspective for Transport Telematics written by Jerzy Mikulski and published by Springer. This book was released on 2018-09-05 with total page 560 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the thoroughly refereed proceedings of the 18th International Conference on Transport Systems Telematics, TST 2018, held in Krakow, Poland in March 2018. The 36 full papers presented in this volume were carefully reviewed and selected from 128 submissions. They present and organize the knowledge from within the field of telematics in road transport, in rail transport, in marine transport, in air transport, in logistics.
Book Synopsis Cultural perspectives on services marketing by :
Download or read book Cultural perspectives on services marketing written by and published by Emerald Group Publishing. This book was released on 2005 with total page 57 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Business-to-Business Marketing by : Richard Afriyie Owusu
Download or read book Business-to-Business Marketing written by Richard Afriyie Owusu and published by CRC Press. This book was released on 2021-05-17 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business-to-Business Marketing: An African Perspective: How to Understand and Succeed in Business Marketing in an Emerging Africa is a comprehensive application of the most current research results, concepts and frameworks to the African business-to-business (B-to-B) context. The chapters are designed to provide the reader with a thorough analysis of b-to-b. Important aspects like competitive strategy in B-to-B, marketing mix strategies, relationship management and collaboration, business services, big data analysis, and emerging issues in B-to-B are discussed with African examples and cases. As a result, the book is easy to read and pedagogical. It is suitable for courses at universities and other tertiary levels, undergraduate and graduate courses, MBA and professional B-to-B marketing programmes. Working managers will find it a useful reference for practical insights and as a useful resource to develop and implement successful strategies. The Authors Collectively the four authors have over 60 years of teaching and research in B-to-B marketing and management in and outside Africa. They have the managerial and consulting experience that has enabled them to combine theory with practice. Their experience and knowledge provide the needed background to uniquely integrate teaching and research with the realities of the African B-to-B market. Their command of and insight into the subject are unparalleled.
Book Synopsis Quality Management and Practices by : Kim-Soon Ng
Download or read book Quality Management and Practices written by Kim-Soon Ng and published by BoD – Books on Demand. This book was released on 2012-04-27 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is comprised of a collection of reviews and research works from international professionals from various parts of the world. A practical approach to quality management provides the reader with the understanding of basic to total quality practices in organizations, reflecting a systematic coverage of topics. Its main focus is on quality management practices in organization and dealing with specific total quality practices to quality management systems. It is intended for use as a reference at the universities, colleges, corporate organizations, and for individuals who want to know more about total quality practices. The works in this book will be a helpful and useful guide to practitioners seeking to understand and use the appropriate approaches to implement total quality.
Book Synopsis Services Marketing: Text and Cases, 2/e by : Harsh V. Verma
Download or read book Services Marketing: Text and Cases, 2/e written by Harsh V. Verma and published by Pearson Education India. This book was released on 2012 with total page 680 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Quality Management for IT Services: Perspectives on Business and Process Performance by : Praeg, Claus-Peter
Download or read book Quality Management for IT Services: Perspectives on Business and Process Performance written by Praeg, Claus-Peter and published by IGI Global. This book was released on 2010-09-30 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book gives both scientists and practical experts an insight into the many different facets of IT service quality management"--Provided by publisher.
Author :The National Roundtable on Health Care Quality Publisher :National Academies Press ISBN 13 :0309570689 Total Pages :42 pages Book Rating :4.3/5 (95 download)
Book Synopsis Measuring the Quality of Health Care by : The National Roundtable on Health Care Quality
Download or read book Measuring the Quality of Health Care written by The National Roundtable on Health Care Quality and published by National Academies Press. This book was released on 1999-02-23 with total page 42 pages. Available in PDF, EPUB and Kindle. Book excerpt: The National Roundtable on Health Care Quality was established in 1995 by the Institute of Medicine. The Roundtable consists of experts formally appointed through procedures of the National Research Council (NRC) who represent both public and private-sector perspectives and appropriate areas of substantive expertise (not organizations). From the public sector, heads of appropriate Federal agencies serve. It offers a unique, nonadversarial environment to explore ongoing rapid changes in the medical marketplace and the implications of these changes for the quality of health and health care in this nation. The Roundtable has a liaison panel focused on quality of care in managed care organizations. The Roundtable convenes nationally prominent representatives of the private and public sector (regional, state and federal), academia, patients, and the health media to analyze unfolding issues concerning quality, to hold workshops and commission papers on significant topics, and when appropriate, to produce periodic statements for the nation on quality of care matters. By providing a structured opportunity for regular communication and interaction, the Roundtable fosters candid discussion among individuals who represent various sides of a given issue.
