(1.03) SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS Filipa Fonseca1) Sofia Pinto1) Carlos Brito2) 1) Faculty of Economics and Management‚ Catholic University of Portugal‚ Portugal 2) Faculty of Economics‚ University of Porto‚ Portugal Abstract: The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction
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4 Organisational cultures Introduction: defining culture The concept of culture has become increasingly significant in education during the 1990s and into the twenty-first century. This enhanced interest may be understood as an example of dissatisfaction with the limitations of those leadership and man- agement models which stress the structural and technical aspects of schools and colleges. The focus on the intangible world of values and attitudes is a useful counter to these bureaucratic assumptions
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organizational learning‚ stakeholders and high-performance work practices. However‚ despite these perspectives‚ work-related employee behavior also has a deep influence on organizational effectiveness‚ there are certain behaviors that employees have to adopt to reach this level of effectiveness. These behaviors consist of task performance‚ counterproductive work behaviors‚ acquiring and retaining employees within an organization‚ work attendance and lastly‚ organizational citizenship. In this essay
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1. Customer Service Encounter 1.1 Service Encounter I went to an OPPO outlet to get several phone covers of different phone models. When I entered the store‚ I was approached immediately by a staff with a smile. She inquired if I needed help with anything. I told her the models of the phone covers I need while maintaining eye contact with me. She then took the covers and passed it to me promptly. I went home after the purchase and realised I got the wrong phone case of one phone model. I went back
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PUTTING THE SERVICE – PROFIT CHAIN TO WORK Group - 5 Introduction: Factors that drives profitability Investment in people Leadership Vision – Patina of spirituality‚ importance of mundane Profitability Technology supporting frontline workers Successful service companies: Banc One‚ Intuit‚ Southwest Airlines‚ Service Master‚ USAA‚ Taco Bell‚ and MCI Compensation linked to performance Recruiting and training practices The Service - Profit Chain • Establishes relationships
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The World of Customer Service The World of Customer Service Allison Fey Kaplan University AB221:01 Professor McDermott November 12‚ 2012 The World of Customer Service The customer throws a product on the counter and says‚ “I want my money back now” and “I won’t do business with you again”. This is probably a misunderstanding about the store’s return policy. In this situation‚ it’s best to regain composure and take charge of the situation. In the customer service world‚ representatives
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perspectives to analyze Apple. Introduction In this revolutionised world‚ changes occur rapidly‚ be it in an organized or disorganized way (Henry Veltmeyer 2008). Organisations are dealing with more complex systems and concepts. The study of organisational theories gradually gains importance because it involves the study of abstract issues relating to organisations. It is essential as it benefits in analyzing and discovering new meanings to life both inside and outside the organisation (Hatch and
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“Power‚ conflict and resistance key determinants of organisational life.” -Modern‚ symbolic-interpretive‚ post-modern and critical theory perspectives have different ways of understanding power‚ control and resistance in organisations. Choose two of the four theoretical perspectives and discuss how each perspective’s understanding of power‚ control and resistance in organisations contributes to different ideas about the nature of organisations. Introduction: The purpose of this essay is to
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structures 3 Functional Structure 3 Divisional Structure 4 The Matrix Structure 5 Team-based structure 6 Network structure 7 Factors that affect structure 7 Conclusion 8 Bibliography 9 Introduction The purpose of this paper is to explore organisational structure‚ examine the aspects that impact the structure of an organisation and discuss how managers should use this information. Organisation structure The organising process leads to the creation of organisation structure.Organisation structure
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International Journal of Business and Management Tomorrow Vol. 1 No. 1 Alternative Banking Channels and Customers’ Satisfaction: An Empirical Study of Public and Private Sector Banks Vijay M. Kumbhar ‚ M. A. SET‚ NET‚ GDC&A‚ DIT and M. Phil (Economics) and recently‚ he has submitted PhD Thesis in Alternative Banking and Its Impact on Customers Satisfaction to Shivaji University‚ Kolhapur www.ijbmt.com Page | 1 International Journal of Business and Management Tomorrow Vol. 1
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