Customers showed up with the expectation of boarding a plane and arriving at their final destinations without any major delays. They believed this because of the “Jet Blue Experience” that promised them the “best customer service in the business” (Zeithaml‚ Bitner‚ & Gremler‚ 2013). However‚ Jet Blue was unable to provide the customers with what was promised because of factors that were out of their hands‚ the weather. Another issue faced by Jet Blue’s Valentine’s Day crisis was that they did not
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: Definition‚ Synthesis and Extension. Journal of Services Marketing‚ vol. 14‚ no. 6‚ p. 449-462. Oliver‚ Richard L‚ 1997. Satisfaction : A Behavioral Perspective on the Consumer. Singapore : McGraw-Hill Companies Inc. Parasuraman‚ A.‚ Valarie A. Zeithaml and Leonard L. Berry‚ 1994. Reassessment of Expectations as a Comparison Standard in Measuring Service Quality : Implications for Further Research. Journal of Marketing‚ vol. 58‚ p. 111-124. Prokesh‚ Steven E.‚ 1995. Competing and Customer Service
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ensure total satisfaction to the customer on all levels (internal and external). It is an approach that leads to an increase of competitiveness‚ effectiveness and flexibility of the entire company. Definitions of quality service are as follows: Zeithaml & Bitner (2003: 85) states that: "Service quality is a focused evaluation that reflects the customer’s perception of specific dimensions of service: reliability‚ responsiveness‚ assurance‚ Empathy‚ tangibles. Satisfaction‚ on other hand‚ is
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attract more customers and make themselves more competitive. From this‚ we can see that customer value which can be defined as "the customer ’s overall assessment of the utility of a product based on perceptions of what is received and what is given" (Zeithaml‚ 1988‚ p. 14) plays a very important role in supply chain. In order to analyze the role of customer value and how this puts pressure on the supply chain‚ this paper will use GE Healthcare as an instance to specifically illustrate the market segment
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Arora‚ 2011‚ A Comparative Study of Banking Services and Customer Satisfaction in Public‚ Private and Foreign Banks‚ pp Administrative Science Quarterly‚ Vol. 25‚ No. 2 (Jun.‚ 1980)‚ pp. 252-267‚ Published by: Sage Publications‚ Inc Berry‚ L. L.‚ Zeithaml‚ V. A.‚ Parasuraman‚ A.‚ 1981‚ Quality counts in services too.
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interesting research topic for service marketers as the customer-contact service employee is the service and organization in the customers’ eyes and consumer interpretations of employee performance will create their impression of the service brand (Zeithaml and Bitner‚ 2009). Most early work on service frontline employees is based on the assumption that interaction between service encounters and customers is harmonious and productive‚ where service provider tries its best to satisfy customer’s needs
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BRIEF SUMMARY The desire to unseat its closest rival Hewlett-Packard in market share war in Australia has driven Dell dramatic change in the service strategy. Dell was successful by selling machines directly to customers – mostly business – by phone or over the internet. However‚ some analysts believed that its new strategy of selling through retailer is an uphill struggle (Koenig‚ 2008). As Barry Jaruzelski‚ a partner at the consulting firm Booz & Company said: “Now that so much of the market is
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Financial Consequences of the 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
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Service Quality - Expectations‚ perceptions and satisfaction about Service Quality at Destination Gotland - A case study Authors: Md.Hussain Kabir and Therese Carlsson Subject: Master thesis in Business Administration Program: Masters Program in International Management 15 ECTS Gotland University Spring semester 2010 Supervisor: Bo Lennstrand Abstract This thesis is discussing and analysing expectations and perceptions about service quality in Destination Gotland. The aim is to analyze
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G Model JJIM-971; No. of Pages 12 ARTICLE IN PRESS International Journal of Information Management xxx (2010) xxx–xxx Contents lists available at ScienceDirect International Journal of Information Management journal homepage: www.elsevier.com/locate/ijinfomgt An assessment of customers’ e-service quality perception‚ satisfaction and intention Godwin J. Udo ∗ ‚ Kallol K. Bagchi 1 ‚ Peeter J. Kirs 2 College of Business Administration‚ University of Texas at El Paso‚ 500 University Avenue
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