Number 1 ♦ 2010 SERVICE QUALITY IN THE PUBLIC SERVICE Prabha Ramseook-Munhurrun‚ University of Technology‚ Mauritius Soolakshna D. Lukea-Bhiwajee‚ University of Technology‚ Mauritius Perunjodi Naidoo‚ University of Technology‚ Mauritius ABSTRACT The purpose of this paper is to obtain a better understanding of the extent to which service quality is delivered within the Mauritian public service by drawing on front-line employees (FLE) and customer perceptions of service quality. The paper
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Lecture Topic 1 : The Service Sector Reading : Chapter 1‚ Services Marketing : People‚ Technology‚ Strategy by Kotler & Wirtz‚ 7th Edition. The Service Sector- some facts : • In the West‚ business conditions generally remain difficult for service sector firms with falling prices hitting profitability. - The service sector typically accounts for between 66% and 75% of GDP in most of the more highly developed economies. (Central Intelligence Agency‚ 2011)
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FEATURES OF SERVICES In terms of economics‚ service is a transaction where no physical goods are transferred from the seller to the buyer. The benefits of services are held to be demonstrated by the buyer’s willingness to make the exchange. In terms of management‚ Service is a customer-focused approach in delivering information technology. Service Management focuses on providing value to the customer and also on the customer relationship. Some of the basic features of Services are: 1. Intangibility:
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Assignment on SERVICE FAILURE AND SERVICE RECOVERY Few months back my experience with ICICI bank helped me identify with these concepts. Service failure can occur on multiple dimensions. A core service failure occurs when a customer is not able to avail the service one has paid for. A service encounter failure occurs when customer interaction with employees of a firm leave the customer feeling negative about the firm. I experienced the first type of service failure. In March 2010‚ while
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Nursing Leadership Laura Edwards Submitted to Jeanne Morrison PhD‚ MSN in partial fulfillment of NR622 Advanced Leadership Concepts Regis University October 15‚ 2011 Nursing Leadership Nursing leaders are crucial to any nursing organization. They motivate‚ empower‚ influence‚ and communicate the organization’s vision to create change within the organization. Great nursing leadership depends on great nursing leaders. This paper will define nursing leadership and describe leadership characteristics
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Sikhism is one of the most ancient religions of India and the believers of this religion are called Sikhs that means disciples. The founder of Sikhism was Guru Nanak. Sikhism stands for casteless society and preaches thahe Holy Book Of Sikhism is Guru Granth Sahib Guru Gobind Singh declared before his departure to the heavenly abode that this Holy Granth would be the spiritual guide for Sikhs. Guru Gobind Singh made Khalsa (Sikh common wealth)‚ a full-fledged nation and taught them to perform
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GUIDANCE SERVICES IN ELEMENTARY‚ SECONDARY & TRETIARY LEVEL The school is expected to provide more than just teaching and instruction. A school programme includes all those activities other than instructional which are carried out to render assistance to pupils in their educational‚ vocational‚ personal development and adjustment. GUIDANCE SERVICES IN ELEMENTARY The elementary school counsellor serves the needs of all elementary students‚ to help them develop‚ academically‚ socially and emotionally
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INTRODUCTION Marketing is a means of developing a plan and applying it in a business context to meet consumer demand and to also generate profit for the organisation. In every firm there are environmental factors which influence the ability to develop and maintain a business structure‚ success and relationships with customers; they are internal and external factors (Thomas & Norman 1988). Internal factors are those the firm can control and external factors are beyond the firm’s control. Fragrance
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passion has been deeply rooted in assisting others and trying to improve their health quality conditions and also‚ learning about their medical needs in a community. If selected for this scholarship‚ I will continue to apply the same diligence to my collegiate studies as I have to this point‚ making education and service to others my top priority. I believe education is the key to success‚ and I try to connect my passion for education with my desire of helping others. I always envision dedicating my
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Hiring Managers Critical Care Specialists Capital Health 750 Brunswick Avenue Trenton‚ NJ 08638 Dear Hiring Managers: I would like to be a nurse manager in the NeuroScience ICU for Capital Health. Your advertisement on NursePath.com on Thursday‚ December 8‚ 2011‚ intrigued me. Vicki Teske‚ MS‚ RN‚ GNP-BC‚ of the Nursing Department at Minnesota State University Moorhead‚ recommended your company to me a highly respected healthcare facility. Please accept this letter and enclosed resume as
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