EUA CASE STUDIES 2008 IMPLEMENTING AND USING QUALITY ASSURANCE: STRATEGY AND PRACTICE A SELECTION OF PAPERS FROM THE 2ND EUROPEAN QUALITY ASSURANCE FORUM european students’ union Copyright © 2008 by the European University Association All rights reserved. This information may be freely used and copied for non-commercial purposes‚ provided that the source is acknowledged (© European University Association). Additional copies of this publication are available for 10 € per copy for
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EXECUTIVE SUMMARY Customer service is the service provided to customers before‚ during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Bad customer service can generate complaints. It can result in lost sales‚ because consumers might take their business to a competitor. Good customer service involves developing bonds with customers‚ hopefully leading to long term relationships. It
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Service Quality Definition of Service Service is largely intangible and is normally experienced simultaneously with the occurrence of production and consumption. It is the interaction between the buyer and the seller that renders the service to customers (Groonroos‚ 1988). Kotler & Keller‚ (2006) defines service as any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Services refers to “economic activities
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to present more various services with higher quality due to the increase in competition and keeping the durability and their profitability. Indeed in these years the increasing trend of competitive environment in the banking industry of the country attracted banks to the field of offering banking services expected by the customers more than before. In this issue paying attention to the effective factors on customers’ expectations and its relationship with services quality is one of the important
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Executive Summary This report presents the analysis and evaluation of service offerings at the Singapore Zoo. Areas of analysis include findings from observation and research on the current key service processes and supplementary services of the Singapore Zoo operations; basic focus strategy used by the management and positioning aspects of the Singapore Zoo; as well as comparison of competitors’ service offerings against the Singapore Zoo. Results of the evaluation of recent developments in the
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The Role of Stakeholders in Implementing a Quality Management Process The Role of Stakeholders in Implementing a Quality Management Process Stakeholders are valuable assets in growing wealth within an organization. Understanding the power and influence that stakeholders may exert is important when conceptualizing the quality management process. The implementation of a quality management process requires developing a quality-based culture that emphasizes stakeholder involvement and teamwork. The
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MKTG1255 – SERVICE QUALITY PRACTICE MULTIPLE CHOICE QUESTIONS THE QUESTIONS ARE FOR PRACTICE ONLY. THERE IS NO INDICATION THAT YOU WILL BE ASKED THE SAME QUESTION(S) IN THE FINAL EXAM. 1. ____________ represent a special type of order taking that entitles customers to a specific unit of service. a. Suggestions b. Reservations c. Trackers d. Repossessions e. Contracts 2. Which of the following is NOT considered an example of a hospitality element? a. Greeting b. Toilets and washrooms c. Advice
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team should possess more skills and competencies than those who manage homogeneous groups. As a result‚ a manager of a multicultural team must be able to understand culturally diverse backgrounds‚ manage conflicts constructively‚ and comprehend different strategies to handle sensitive situations. The research begins by reviewing literature on culture‚ team performance and conflict. A survey was performed on 67 individuals from various cultural backgrounds‚ to analyze their attitudes towards multicultural
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right counsellor for your individual needs is essential‚ and consideration must be given to their training‚ qualifications and experience. Counsellor accreditation is often important if you are wary about which counsellor to choose: Counselling Approaches Psychological therapies generally fall into three categories. These are behavioural therapies‚ which focus on cognitions and behaviours‚ psychoanalytical and psychodynamic therapies‚ which focus on the unconscious relationship patterns that evolved
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What different persuasive approaches would you use on the following audiences: a boss‚ a peer‚ a challenging person‚ or an open-minded person? Why would your approach differ? When trying to persuade my boss I believe it is important before you say anything‚ make sure you have valid facts and information you are going to present to be persuaded. You have to make sure you know exactly what you are talking about and be prepared to answer any questions the boss you will have. This makes it easier
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