Servitization of Manufacturing. Operations Management Research – at press Oliva R‚ Kallenberg R (2003) Managing the transition from products to services Journal of Service Industry Management‚ 14(2): 1–10 Parasuraman A‚ Zeithaml V‚ Berry L (1988) SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64(1): 12–40 Paulin M‚ Ferguson RJ‚ Payaud M (2000) Business effectiveness and professional service personnel Pine BJ‚ Gilmore JH (1998) The Experience
Premium Service system Marketing Service
[pic] Jarir Bookstore project report"" Part one written by: Noor Al-Hassan 120020037 Part two written by: Mussad Al-Khalaf 119992092 Part three written by: Abdulaziz Al-Hogbani 120030118 Under the supervision of Professor Dr. Zafar U. Ahmed Jarir Bookstore Let us start with defining Jarir bookstore by saying "Jarir bookstore‚ its not just a bookstore" that is Jarir’s slogan and it true because Jarir’s 1st specialty is books and then they are specialized in electronics
Premium Book
The current issue and full text archive of this journal is available at www.emeraldinsight.com/1753-8394.htm IMEFM 2‚4 Customer perception on service quality in retail banking in Middle East: the case of Qatar Mohammed Hossain and Shirley Leo Department of Accounting and Information Systems‚ College of Business and Economics‚ Qatar University‚ Doha‚ Qatar Abstract Purpose – The purpose of this paper is to evaluate the service quality in retail banking in the Middle East in general‚ and
Premium Bank
customers rate the service quality of a particular hotel. Thus‚ the findings can be used as a guide for hotel managers to improve the crucial quality attributes and enhance service quality and business performance. Key words: service quality‚ servqual‚ factor analysis‚ reliability analysis‚ hotel industry Introduction In the highly competitive hotel industry‚ service becomes one of the most important elements for gaining a sustainable competitive advantage in the marketplace. Consequently
Premium Factor analysis Hotel Psychometrics
International Journal of Business and Social Science Vol. 3 No. 16 [Special Issue – August 2012] The Impact of Service Quality‚ Customer Satisfaction and Loyalty Programs on Customer’s Loyalty: Evidence from Banking Sector of Pakistan. Samraz Hafeez SZABIST Islamabad‚ Pakistan. Bakhtiar Muhammad Faculty Member SZABIST Islamabad‚ Pakistan Abstract Top organizations know that the road to success runs through their customers. Hence in today’s world‚ the companies who do not provide value to
Premium Bank
Measuring service quality: a re-examination and extension. Iglesias‚ M. P.‚ & Guillen‚ M. J. Y. (2004). Perceived quality and price: their impact on the satisfaction of restaurant customers Jain‚ S. K.‚ & Gupta‚ G. (2004). Measuring Service Quality: SERVQUAL vs. SERVPERF Scales. Keller‚ K. L.‚ (2007). Strategic Brand Management: Building‚ Measuring‚ and Managing Brand Equity. Lamb‚ C. W.‚ Hair‚ J. F.‚ & McDaniel‚ C. (2005). Essentials of marketing. (4th ed.). United States of America: South-Western.
Premium Marketing
ISSN: 2278-3369 International Journal of Advances in Management and Economics Available online at www.managementjournal.info RESEARCH ARTICLE Quality Gap Analysis on Education Services Mantovani Daielly MN1*‚ Gouvea Maria A2‚ Conejero Marco A3 1 Business Department‚ Faculdades Metropolitanas Unidas (FMU)‚ Brazil. 2 Business Department‚ University of São Paulo (USP)‚ Brazil. 3 Business Department‚ College of Campo Limpo Paulista (FACAMP)‚ Brazil. *Corresponding Author: E-mail:
Premium Distance education Perception Higher education
Explain the importance of customer satisfaction in service organisations The aim of this essay is to explain the importance of customer satisfaction in service organisations. Clear meaning of the customer satisfaction has been provided along with the causes and results from the effective implementation. J. Heskett ’s "service-profit chain" model has been used in order to understand the relationships between profitability of a service organisation with customer satisfaction and loyalty and the outcomes
Premium Customer service Customer satisfaction Good
assessment of the SERVQUAL scale. Journal of Business Research‚ 24‚ 253-268 Bennett‚ D.‚ and Higgins‚ M. (1993). Quality means more than smiles. ABA Banking Journal‚ June‚ 46. Bick‚ G.‚ Brown‚ A.‚ and Abratt‚ R. (2004). Customer perceptions of the value delivered by retail banks in South Africa Bowen‚ J.W.‚ and Hedges‚ R.B. (1993). Increasing service quality in retail banking. Journal of Retail Banking‚ Vol Carman‚ J.M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
Premium Bank
Research Title: Relationship between customer satisfaction and high level of service quality: Case study of Tesco store. ABSTRACT Customer satisfaction is the prerequisite for making relationships. Like any other service industry the retail industry is facing a rapidly changing market. Many researchers found numerous strong evidences which show most of the departmental stores fail to deliver customers’ desired service. High level of service quality resulting in satisfied customers is the key to
Premium Retailing Quality of service Sales