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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Department Store Industry NACIS 452111 Table of Contents Introduction…………………………………………………………………………….………… 3 The Industry’s Dominant Economic Features……………………………………………………………..……………………….…… 3 Porters 5 Forces…………...……………………………………………………..…………………………. 7 Power of Buyers…………………………………….……….…………………………….7 Power of Suppliers……………………………………….………………………………. 7 Barriers to Entry…………………………………..……………………………………… 7 Threat of Substitutes……………………………...…………...…………………………. 7 Competitive Rivalry…………………………………………
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The Secretary of Transportation is the head of the Department of Transportation (DOT)‚ an agency of the federal government that is responsible for overseeing the national interests‚ development‚ and infrastructure needs regarding transportation throughout the entire country. The department was created in 1966 under the leadership of President Lyndon Johnson after conflict arose between the Defense Department and the Federal Aviation Agency over regulations on supersonic aircraft. With this new
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A SUMMER TRAINING REPORT ON EMPLOYEE JOB SATISFICATION AT DAINIK BHASKAR AND DAINIK JAGRAN SUBMITTED TO PUNJAB TECHNICAL UNVERSITY JALANDHAR In partial fulfillment of requirement for the award of degree Of MASTER OF BUSINESS ADMINSTRATION (MBA) Supervised by Submitted by Ms GAGANDEEP KAUR BAVNEET SANDHU ASSISTANT PROFESSOR MBA 4RD SEM 1273393 GLOBAL INSTITUE OF MANAGEMENT AND EMERGING TECHNOLOGIES AMRITSAR SESSION
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A blue seventh place athletic ribbon hangs from my mantel. Every day‚ as I walk into my living room‚ the award mockingly congratulates me as I smile. Ironically‚ the blue seventh place ribbon resembles the first place ribbon in color; so‚ if I just cover up the tip of the seven‚ I may convince myself that I championed the fourth heat. But‚ I never dare to wipe away the memory of my seventh place swim; I need that daily reminder of my imperfection. I need that seventh place. Two years ago‚ I joined
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CASE ANALYSIS When is your Supervisor your own Achilles Heel? I. VIEWPOINT Edgar Joel Marcelo II. TIME CONTEXT Present III. PROBLEM STATEMENT How can Marcelo get a higher position within six (6) months? IV. OBJECTIVE/S 1. To be able to get a higher position within six (6) months. V. AREAS OF CONSIDERATION INTERNAL | EXTERNAL | Strengths | Weaknesses | Opportunities | Threats | - highly qualified for the position as evidenced by his accomplishments
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essential part of the fire department‚ whether it is annual‚ daily‚ or basic training; there are often too many resulting unnecessary deaths and injuries. Training is the fundamentals to any job‚ and in the fire department training is the only thing fire fighters can rely on to do their job and save their life and others. Training has specific goals in order to improve individual’s performance‚ productivity‚ capability‚ and capacity. Police‚ emergency medical services‚ and fire service personal’s jobs are
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Advanced Diploma in Secretarial and Administrative Studies (ADSA) Course: Human Resource Management Course Assessment: (Topic Seven) Propose a Job Specification for a Management Trainer employed in a training department of a company in the service industry. Explain the various requirements proposed in the Job Specification‚ with special reference to the management training requirements in this type of companies and the achievement of effective transfer of training.
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* Step 1: Situational Analysis 1. McGregor’s department from its inception has laid a great emphasis on personal service of its clients. James McGregor‚ the current president doesn’t want to destroy its old-world charm‚ which differentiates it from the other departmental stores. But at the same time he is worried that with an old-fashioned image‚ he will not be able to attract young customers and eventually would lead to over reliance on the middle aged and elderly clientele. 2. This year for McGregor’s
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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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