Quality Of Service

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Quality Of Service

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Author : Bo Edvardsson
language : en
Publisher: McGraw-Hill Companies
Release Date : 1994

Quality Of Service written by Bo Edvardsson and has been published by McGraw-Hill Companies this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.

What does TQM in service really mean? This text focuses on customer orientation as the key to successful business operations. By drawing on work with leading companies world-wide, the authors describe current methods, including a model for customer-service development and service design. Key topics include leadership, quality improvement and assessment, complaint management and customer care. The practical nature of the text is enhanced by the inclusion of models for crisis management and examples from both private- and public-sector companies.

Delivering Quality Service

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Author : Valarie A. Zeithaml
language : en
Publisher: Simon and Schuster
Release Date : 2010-05-11

Delivering Quality Service written by Valarie A. Zeithaml and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-05-11 with Business & Economics categories.

Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.

The Library Of Factory Management

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Author :
language : en
Publisher:
Release Date : 1915

The Library Of Factory Management written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1915 with Factories categories.

Dhaka University Journal Of Business Studies

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Author :
language : en
Publisher:
Release Date : 2009

Dhaka University Journal Of Business Studies written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Bangladesh categories.

International Social Security Review

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Author :
language : en
Publisher:
Release Date : 1996

International Social Security Review written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Public welfare categories.

Parliamentary Debates

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Author : Singapore. Parliament
language : en
Publisher:
Release Date : 1994-03-07

Parliamentary Debates written by Singapore. Parliament and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994-03-07 with Singapore categories.

Abu Journal Of Marketing Management

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Author :
language : en
Publisher:
Release Date : 2006

Abu Journal Of Marketing Management written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with Marketing categories.

Trade In Health Services

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Author : Nick Drager
language : en
Publisher: Pan American Health Organization
Release Date : 2002

Trade In Health Services written by Nick Drager and has been published by Pan American Health Organization this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Business & Economics categories.

Contains selected papers presented at the inter-regional meeting on health and trade issues, held in Washington DC in November 1999. The principal objective of the meeting was to identify and explore options for co-operation between the health service and trade sectors, in order to effectively develop health protection and promotion strategies.

The Insurance Salesman

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Author :
language : en
Publisher:
Release Date : 1963

The Insurance Salesman written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1963 with Insurance categories.

The Parliamentary Debates Hansard

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Author : Great Britain. Parliament. House of Lords
language : en
Publisher:
Release Date : 1999

The Parliamentary Debates Hansard written by Great Britain. Parliament. House of Lords and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999 with Great Britain categories.

Contains the 4th session of the 28th Parliament through the session of the Parliament.