Delivering Quality Service

Author : Valarie A. Zeithaml
Publisher : Simon and Schuster
ISBN 13 : 1439137471
Total Pages : 185 pages
Book Rating : 4.75/5 ( download)

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Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Author : Valarie A. Zeithaml
Publisher : Simon and Schuster
ISBN 13 : 0029357012
Total Pages : 248 pages
Book Rating : 4.19/5 ( download)

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Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 1990 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business.

Author : Valarie A. Zeithaml
Publisher : Free Press
ISBN 13 : 9781439167281
Total Pages : 0 pages
Book Rating : 4.81/5 ( download)

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Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Free Press. This book was released on 2009-03-25 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Author : OECD
Publisher : OECD Publishing
ISBN 13 : 9264300309
Total Pages : 100 pages
Book Rating : 4.09/5 ( download)

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Download or read book Delivering Quality Health Services: A Global Imperative written by OECD and published by OECD Publishing. This book was released on 2018-07-05 with total page 100 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report describes the current situation with regard to universal health coverage and global quality of care, and outlines the steps governments, health services and their workers, together with citizens and patients need to urgently take.

Author : Paul Ferguson
Publisher :
ISBN 13 :
Total Pages : 296 pages
Book Rating : 4.49/5 ( download)

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Download or read book Quality of Service written by Paul Ferguson and published by . This book was released on 1998-02-09 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Develop cost-effective, long-term solutions to your network traffic control problems. Even if you can find the money to do it, overengineering your network will not solve your traffic flow problems. As the authors of this groundbreaking guide clearly demonstrate, the best long-term solution to network congestion and bottlenecks can be found in a set of Quality of Service (QoS) architectures, policies, and technologies known as differentiated Classes of Service (CoS). Quality of Service is a valuable working resource for technical managers charged with solving the problem of how to handle the exploding volume of traffic on their companies' networks. The authors explore the roots of the current network traffic control crisis and they provide a realistic assessment of the gamut of standard, new, and emerging QoS/CoS technologies. They consider all crucial, design, cost, and support issues surrounding quality of service deployment for all types of networks, including intranets and multimedia networks. And they provide managers with a rational framework for finding the most cost-effective QoS/CoS solutions to their organizations' long-term networking goals. Key technical issues covered include: * Queuing disciplines, traffic shaping, and admission control techniques * Quality and differentiation hooks found in TCP/IP * Getting the most out of Frame Relay and ATM technologies * QoS/CoS techniques for dial-up services * Integrated Services Architecture and RSVP. Visit this book's companion website at www.wiley.com/compbooks/ferguson

Author : National Research Council
Publisher : National Academies Press
ISBN 13 : 0309173418
Total Pages : 162 pages
Book Rating : 4.14/5 ( download)

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Download or read book Surviving Supply Chain Integration written by National Research Council and published by National Academies Press. This book was released on 2000-03-23 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: The managed flow of goods and information from raw material to final sale also known as a "supply chain" affects everythingâ€"from the U.S. gross domestic product to where you can buy your jeans. The nature of a company's supply chain has a significant effect on its success or failureâ€"as in the success of Dell Computer's make-to-order system and the failure of General Motor's vertical integration during the 1998 United Auto Workers strike. Supply Chain Integration looks at this crucial component of business at a time when product design, manufacture, and delivery are changing radically and globally. This book explores the benefits of continuously improving the relationship between the firm, its suppliers, and its customers to ensure the highest added value. This book identifies the state-of-the-art developments that contribute to the success of vertical tiers of suppliers and relates these developments to the capabilities that small and medium-sized manufacturers must have to be viable participants in this system. Strategies for attaining these capabilities through manufacturing extension centers and other technical assistance providers at the national, state, and local level are suggested. This book identifies action steps for small and medium-sized manufacturersâ€"the "seed corn" of business start-up and developmentâ€"to improve supply chain management. The book examines supply chain models from consultant firms, universities, manufacturers, and associations. Topics include the roles of suppliers and other supply chain participants, the rise of outsourcing, the importance of information management, the natural tension between buyer and seller, sources of assistance to small and medium-sized firms, and a host of other issues. Supply Chain Integration will be of interest to industry policymakers, economists, researchers, business leaders, and forward-thinking executives.

Author : Peter Hernon
Publisher : American Library Association
ISBN 13 : 9780838907894
Total Pages : 204 pages
Book Rating : 4.9X/5 ( download)

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Download or read book Delivering Satisfaction and Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2001 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.

Author : Suzanne C. Smeltzer
Publisher : Sigma Theta Tau
ISBN 13 : 194805745X
Total Pages : 221 pages
Book Rating : 4.55/5 ( download)

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Download or read book Delivering Quality Healthcare for People With Disability written by Suzanne C. Smeltzer and published by Sigma Theta Tau. This book was released on 2021-01-18 with total page 221 pages. Available in PDF, EPUB and Kindle. Book excerpt: Disability is a universal aspect of the human experience. It will affect all of us, either directly or indirectly, at some point in our lives. Healthcare professionals frequently provide care for and communicate with people who have disability. Many care providers have acknowledged that additional education would help them deliver optimal evidence-based care. The educational gap has broad implications and repercussions for the care of this population. Delivering Quality Healthcare for People With Disability provides a road map for nurses, nursing students, and other healthcare professionals to deliver quality healthcare for individuals with dis-ability. From social determinants of health to disability models to an understanding of different types of disability, author Suzanne Smeltzer helps nurses take the lead in redefining education and addressing the needs of people with disability.

Author : Louise Downe
Publisher : BIS Publishers
ISBN 13 : 9789063695439
Total Pages : 0 pages
Book Rating : 4.38/5 ( download)

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Download or read book Good Services written by Louise Downe and published by BIS Publishers. This book was released on 2020-03-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.

Author : Connie Mok
Publisher : Routledge
ISBN 13 : 1136386564
Total Pages : 358 pages
Book Rating : 4.65/5 ( download)

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Download or read book Service Quality Management in Hospitality, Tourism, and Leisure written by Connie Mok and published by Routledge. This book was released on 2013-01-11 with total page 358 pages. Available in PDF, EPUB and Kindle. Book excerpt: Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.