MANAGING SERVICE QUALITY IN HOSPITALITY INDUSTRY THROUGH MANAGING THE ‘MOMENT OF TRUTH’: A THEORETICAL APPROACH Deborah Christine Widjaja Lecturer‚ Hotel Management Program‚ Faculty of Economics‚ Petra Christian University Email: dwidjaja@peter.petra.ac.id Abstract: Hospitality industry is one of the service businesses that pays so much attention to service quality as it is the main intangible product that it produces. This short article examines how to manage service quality in hospitality industry
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Contents BACKGROUND 2 Methods 3 Observations 3 Interviews 4 Data analysis 5 Results 5 Observational Results 5 Observed waiting time and service delivery time at different service stations 6 Socio-demographic characteristics of respondents 6 OPD clinics: patient experiences at the entrance gate‚reception and medical records 6 OPD clinics: consultation waiting time 7 OPD clinics: complaints and recommendations 7 Interviews with patients at the laboratory 8 Patient satisfaction
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organizations to carry out three responsibilities: ■ ■ ■ Strengthen and unify the profession Promote the development of social work practice Advance sound social policies. Promoting high standards of practice and protecting the consumer of services are major association principles. Overview The NASW Code of Ethics is intended to serve as a guide to the everyday professional conduct of social workers. This Code includes four sections. The first section‚ “Preamble‚” summarizes the social
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Keywords: Service brands Service quality Global branding International business Starbucks Coffee The astounding growth and expansion of Starbucks is outlined‚ both on a global scale and within Australia. The focus then shifts to the abrupt closure of three-quarters of the Australian stores in mid 2008. Several reasons for these closures are described and examined‚ including that: Starbucks overestimated their points of differentiation and the perceived value of their supplementary services; their
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Service Conditions for Award Staff Specially Designed for Newly Recruited Clerks Compiled by: Strategic Training Unit‚ Hyderabad Table of Contents Page | 2 SALARY‚ ALLOWANCES & OTHER PROVISIONS .............................................................................3 Reimbursements.............................................................................................................................5 LEAVE RULES....................................................................
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A REPORT ON “The Customer Preferences with regard to the Retail Loan schemes” A CASE STUDY OF DEVELOPMENT CREDIT BANK SUBMITTED TO ALL INDIA MANAGEMENT ASSOCIATION – CENTRE FOR MANAGEMENT EDUCATION MANAGEMENT HOUSE‚ 14 INSTITUTIONAL AREAS‚ LODHI ROAD‚ NEW DELHI – 110003 BY SAMIR KUMAR SYNOPSIS CONTROL NO: 1326 REGISTRATION NO: 800220448 GUIDED BY: MR. P.M.MOHAN AREA SALES MANAGER FOR THE PARTIAL FULFILMENT OF POST GRDUATE & DIPLOMA IN MANAGEMENT
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any modern country. Loan Classification For a long period after liberation‚ the banking system of Bangladesh operated in an environment of directed lending‚ particularly to priority sectors determined by the government‚ at administered rates of interest. The system of classifying non-performing loans was extremely lax in absence of a standardized loan classification procedure and specific time limits for loans to be classified. Generally‚ a long time was required for a loan to be identified as classified
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Assurance engagements or services are intended to enhance the credibility of information about a subject matter by evaluating whether the subject matter conforms in all material respects with suitable criteria. Its objective is to provide either a high or moderate level of assurance. Assurance services pertain to the independent professional services designed to improve the quality of information‚ or its context‚ for decision making. Assurance services are broader in scope than attestation
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Nonperforming loans (“NPLs”) refer to those financial assets from which banks no longer receive interest and/or installment payments as scheduled. They are known as non-performing because the loan ceases to “perform” or generate income for the bank. NPLs are viewed as a typical byproduct of financial crisis: they are not a main product of the lending function but rather an accidental occurrence of the lending process‚ one that has enormous potential to deepen the severity and duration of financial
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Service Marketing Mix The service marketing mix is also known as an extended marketing mix and is an integral part of a service blueprint design. The service marketing mix consists of 7 P’s as compared to the 4 P’s of a product marketing mix. Simply said‚ the service marketing mix assumes the service as a product itself. However it adds 3 more P’s which are required for optimum service delivery. The product marketing mix consists of the 4 P’s which are Product‚ Pricing‚ Promotions and Placement
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