Quality Management in Services Drago Constantin Vasile The Bucharest Academy of Economic Studies‚ Romania E-mail: dragoscv@gmail.com Abstract The actors on the today business stage have no more well-defined roles with clear and rigid borders between them. Hospitality industry in particular is a good example how it has been blurred the roles that customers play in dealing with service providers. The study reveals that customers can influence the quality of hospitality service through performing
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CUSTOMERS’ SATISFACTION IN AFTER SALES SERVICE –CONSUMER DURABLE GOODS -A CASE STUDY OF AIR CONDITIONERS This study is about finding the factors affecting customer satisfaction‚ extent and level of prevalent after sales service in regard to consumer durable goods. For purpose of in depth study of the relevant issues one of such item “Air Conditioner” has been chosen keeping in view the latest craze‚ flooding of advertisement alluring the existing and potential customers. The study described
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1. INTRODUCTION Customer satisfaction is related to the human activity directed at satisfying human wants through the exchange of goods and service. Satisfying the customers occupies a most important position in business management. Customer satisfaction plays a crucial and critical role as it deals with customers and their needs. The major task of organization is to satisfy customers by meeting their needs and wants. The essence of organization is the customer and not the product shall be the
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activities (Dessler‚ 2005). It is also aids in identifying specific characteristics‚ personality traits and behaviors that have a significant impact on successfully fulfilling the job requirements. Job Analysis Method The success of a Telephone Customer Service Representative is largely dependent upon the employee possessing many intangible qualities. For this reason‚ the development of a selection process for this position must begin with a job analysis method that not only examines the technical skills
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Does IKEA provide customers with good products? 11-07班 师璐 20110265 IKEA Home Furnishing was founded in Sweden in 1943‚ since its inception has been trying‚ "to create a better life for most people" which is the direction of the IKEA. IKEA brand continually improving the quality of people’s life. The management idea of IKEA is "to provide various kinds of beautiful and practical household articles that people can use." As we know IKEA is outstanding by their product
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1.0 TITLE OF THE STUDY Customer Satisfaction in the Tourism and Hospitality Industry: Analysis on service quality and service failure 2.0 BACKGROUND OF THE STUDY / INTRODUCTION Customer satisfaction plays a crucial role for success and survival in today’s competitive market. Customer satisfaction is considered a prerequisite for customer retention and loyalty‚ and obviously helps in realizing economic goals like profitability‚ market share‚ return on investment‚ etc. (Scheuing‚ 1995; Reichheld‚
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Colloquium on Computing‚ Communication‚ Control‚ and Management Study on the Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in B2C E-commerce Yangcheng Hu Department of Management Engineering Nanchang Institute of Technology Nanchang‚ China hyczju@126.com Although‚ a number of studies have documented the relationship between service quality‚ satisfaction and loyalty in traditional service industries and e-commerce settings‚ theoretical foundations as well as empirical
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A Foreign Service Career Is More Than a Job Every year graduates compete to enter poorly paid but respected Diplomatic Service which also involves uncommon commitments and occasional hardships. So what motivates these young people if not a generous salary and a pleasant working environment? I believe it is their firm dedication to public service and commitment to support their country’s policy publicly. Work is an important and – for most people – inevitable part of life. That is why one should
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INTERNATIONAL STANDARD SAI SA8000®: 2008 SOCIAL ACCOUNTABILITY 8000 SA8000® is a registered trademark of Social Accountability International Page 2 of 10 SA8000:2008 ABOUT THE STANDARD This is the third issue of SA8000‚ an auditable standard for a third-party verification system‚ setting out the voluntary requirements to be met by employers in the workplace‚ including workers’ rights‚ workplace conditions‚ and management systems. The normative elements of this standard are based
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Throughout both films The Harder they Come and The Mighty Quinn the characters face many major choices to make. Both Ivan in The Harder they Come and Maubee in The Mighty Quinn faced difficult decisions that were caused by postcolonial-independence. Both films difficulties were stemmed because of the influence of other countries in theirs at the time. The Harder They Come features the issues Jamaicans faced in the Ganja trade‚ which was controlled by other countries. The Mighty Quinn features Americans
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