Introduction A service quality gap analysis is a management technique and a setting performance standard which is based on the actual level of business performance and delivered. By analyzing five gaps‚ firms can find some way to increase company’s profit and performance. Service quality gaps always occur in the real business environment and it is an inevitable problem. However‚ enterprises often based on their customers‚ markets and their product quality to analysis their SERVQUAL and help them
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Journal of Service Research http://jsr.sagepub.com/ Job Characteristics and the Creativity of Frontline Service Employees Filipe Coelho and Mário Augusto Journal of Service Research 2010 13: 426 originally published online 21 May 2010 DOI: 10.1177/1094670510369379 The online version of this article can be found at: http://jsr.sagepub.com/content/13/4/426 Published by: http://www.sagepublications.com On behalf of: Center for Excellence in Service‚ University of Maryland Additional services
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03 Customer expectations of service L EARNING O BJECTIVES This chapter’s objectives are to: 1 Recognize that customers hold different types of expectations for service performance. 2 Discuss the sources of customer expectations of service‚ including those that are controllable and uncontrollable by marketers. 3 Acknowledge that the types and sources of expectations are similar for end consumers and business customers‚ for pure service and product-related service‚ for experienced customers and
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Contents1.Lifetime Customer Value....................................................1What would you estimate is the lifetime customer value (LCV) of Laura’s business at each of the stores?How would you account for any difference?2.Level of Service..................................................................3How would you rate the level of service provided by the two newsagents? Why?3.Customer Satisfaction and Customer Loyalty.........................4Although Laura shopped at the first newsagent
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Measuring Perceived Service Quality Using s e rv q ua l: A Case Study of the Croatian Hotel Industry ´ s u z ana m ar k ovi c Faculty of Tourism and Hospitality Management Opatija‚ Croatia s an j a r as p o r Polytechnic of Rijeka‚ Croatia The purpose of the study is to examine customers’ perceptions of service quality in the Croatian hotel industry. The aim is to assess the perceived service quality of hotel attributes and to determine the factor structure of service quality perception. A modified
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“Relationship between Service Quality and Customer Satisfaction: The Case Study of the Olympic Sports Club in Bangkok” CHAPTER 1 GENERALITIES OF THE STUDY 1.1 Introduction When the market is full of competitors and marketing is shifted from internal consequences of performance (i.e.‚ productivity and profit) to the external consequences of performance (i.e.‚ consumer well-being)‚ practitioners in the sports industries need to pay attention on customer satisfaction and service quality. (Kerkby‚ and Nelson
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Information Technology and quality customer service: How is this achieved at the County of San Bernardino? In times past quality service was not important to managers and staff that worked for the County of San Bernardino. However due to the proliferation of corruption and mismanagement taxpayers are demanding more for their dollar. It is a known fact that when local government is run efficiently more people can be put to work. The money saved from this can in turn be used to benefit the local
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this journal is available at www.emeraldinsight.com/1756-669X.htm IJQSS 1‚1 Service quality‚ customer satisfaction‚ and behavioral intentions in fast-food restaurants Hong Qin and Victor R. Prybutok Information Technology and Decision Sciences Department‚ College of Business Administration‚ University of North Texas‚ Denton‚ Texas‚ USA Abstract Purpose – This study aims to explore the potential dimensions of service quality‚ and examine the relationship among service quality‚ food quality‚ perceived
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Proceedings of Healthy Buildings 2000‚ Vol 1 629 PRODUCTIVITY AND INDOOR ENVIRONMENT Derek Clements-Croome1 and Li Baizhan2 University of Reading‚ Department of Construction Management and Engineering‚ UK Jukes Associates‚ UK ABSTRACT Surveys in several office buildings have shown that crowded work places‚ job dissatisfaction and physical environment are the main factors affecting productivity. the data was produced and analyzed using occupational stress indicator in conjunction with
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Canadian public service. Canada has been listed among the world’s leaders in administrative reform and one eager to experiment and innovate in public administration (Caiden‚ Halley & Maltais‚ 1995). One of Canada’s boldest attempts in recent years is Public Service 2000 (PS2000)‚ which attempted to change the way people in the public service saw themselves and their work through a number of initiatives focused on fostering an overall change of culture in the Canadian public service. The founders of
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