effects of service quality and satisfaction on loyalty



Shahrukh Salman Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role of Customer Satisfaction Shahrukh Salman Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role of Customer Satisfaction Новинка

Shahrukh Salman Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role of Customer Satisfaction

The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.
Dr. David Ackah, Makafui R. Agboyi The Impact of Service Quality on Consumer Loyalty Dr. David Ackah, Makafui R. Agboyi The Impact of Service Quality on Consumer Loyalty Новинка

Dr. David Ackah, Makafui R. Agboyi The Impact of Service Quality on Consumer Loyalty

Research Paper (postgraduate) from the year 2013 in the subject Economics - International Economic Relations, grade: A, Atlantic International University (School of Business and Economics), language: English, abstract: The study explores the relationship between service quality and customer satisfaction on customer loyalty with regards to services provided by All Needs Supermarket, located in Takoradi. To achieve the objective of the study, quantitative method was used for the statistical analysis and convenience sampling for selecting customers. The researcher used the self-administered questionnaire as a method for collecting data from the sample consists of 101customers randomly selected from the population frame.The results show that both service quality and customer satisfaction significantly affect the levelof customer loyalty of the customers of All needs supermarket, Takoradi. It was therefore, recommended that staff of All needs supermarket should pay special attention to their service quality and the factors that drive customer satisfaction.
geb. Weiler Marion Maguire A Case Analysis - Exploring Customer Attitudes on BMW geb. Weiler Marion Maguire A Case Analysis - Exploring Customer Attitudes on BMW Новинка

geb. Weiler Marion Maguire A Case Analysis - Exploring Customer Attitudes on BMW

Inhaltsangabe:Abstract: Giving the powerful means of branding and brand-based differentiation for creating and sustaining a competitive advantage especially in highly competitive markets such as the automobile market, this study explores brand attitudes of existing and potential customers towards the brand BMW. Moreover, this study analyzes the level and source of customer satisfaction as well as the level and source of customer loyalty of existing and potential customers. While this study considers five different factors for the degree of customer satisfaction, there is only one factor considered for the degree of brand loyalty. The factors considered for customer satisfaction are perceived customer service, perceived quality, perceived innovation, perceived technology and perceived price, while the factor considered for brand loyalty is customer satisfaction itself. The analysis of brand loyalty distinguishes between repurchase loyalty and attitudinal loyalty, former being analyzed for existing customers and latter being analyzed for potential customers. The results indicate that (1) BMW has a high level of awareness, both in recognition and recall, (2) the image of BMW is favorable, strong and relevant, and (3) BMW is mainly associated with performance and style by existing customers and status by potential customers. Despite these overall positive results, weaknesses were identified, that contain opportunities for BMW. The regression analysis indicated that there is a str...
Jobaire Alam A quantitative analysis of student satisfaction and loyalty in the Norwegian School of Hotel Management (NHS), University of Stavanger, Norway Jobaire Alam A quantitative analysis of student satisfaction and loyalty in the Norwegian School of Hotel Management (NHS), University of Stavanger, Norway Новинка

Jobaire Alam A quantitative analysis of student satisfaction and loyalty in the Norwegian School of Hotel Management (NHS), University of Stavanger, Norway

Research Paper (postgraduate) from the year 2015 in the subject Economics - Statistics and Methods, grade: B, University of Stavanger (University of Stavanger), course: MS in Hotel Management, language: English, abstract: The main motive of this paper is to study relations between Overall Satisfaction and Loyalty of Students towards the Norwegian School of Hotel Management (NHS). The purpose of this study is also to find out how students think about the services provided by NHS and the students' perceptions of these, and how these factors influence the overall satisfaction of the students.In this study the researcher first intends to describe and explain why students perceive higher education as a service and how important it is in general, especially within the NHS. Then, in the next step, the definitions and concepts of satisfaction and loyalty based on the empirical researches in the similar area form the focus of the theoretical part. Afterwards, the attributes of satisfaction and loyalty, which are student loyalty and its relation to student satisfaction, will be measured. Finally, the study presents the results of data analysis and the results and conclusion are discussed.
AMASSOMA DITIMI, Nduka Kelechi Sylvia THE EFFECT OF CORPORATE IMAGE ON CUSTOMER.S SATISFACTION AMASSOMA DITIMI, Nduka Kelechi Sylvia THE EFFECT OF CORPORATE IMAGE ON CUSTOMER.S SATISFACTION Новинка

AMASSOMA DITIMI, Nduka Kelechi Sylvia THE EFFECT OF CORPORATE IMAGE ON CUSTOMER.S SATISFACTION

This book project is aimed at explaining the effects of corporate image on corporate image on customers' satisfaction . However, this book project depicts that corporate image is consequently assumed to have an impact on cutomers choice of company when service attributes are difficult to evaluate. And further emphasied that customer satisfaction hasbecome a key component of virtually every corporate vision and mission statement.
Olayiwola Wasiu Bello Mobile Telecommunication Customer Loyalty in Nigeria. Determining factors Olayiwola Wasiu Bello Mobile Telecommunication Customer Loyalty in Nigeria. Determining factors Новинка

Olayiwola Wasiu Bello Mobile Telecommunication Customer Loyalty in Nigeria. Determining factors

Master's Thesis from the year 2010 in the subject Communications - Miscellaneous, , course: Master of Business Administration, language: English, abstract: ABSTRACTThis Master's thesis sought to assess and analyze the variables capable of influencing loyalty of mobile phone subscribers as well as how service providers can enhance loyalty of their customers in Nigeria. The study was basically a survey that used the quantitative approach. A structured questionnaire was developed and personally administered to a sample of University of Ilorin students across four major GSM operators in the country. Four hundred (400) respondents were sampled through a stratified random sampling. Out of this, three hundred and forty-eight (348) copies of the questionnaire constituting 87% response rate were got for analysis. Of the eleven (11) operational factors that were used to assess loyalty of customers in the Nigeria Mobile Telecoms industry, all variables except Brand Image and Service Centre Quality were found to be capable of influencing customer loyalty and also considered as the most important loyalty variables in the industry. The unavailability of Mobile Number Portability was found to be a prominent factor in tying consumers down to service providers while the generally low satisfaction with the present state of service delivery in the industry also plays a role in this direction. Therefore, the retention been enjoyed by the service providers can be described as circumstanti...
Lushakuzi Simon Quality Service Factors and Passengers. Satisfaction at Bus Terminals Lushakuzi Simon Quality Service Factors and Passengers. Satisfaction at Bus Terminals Новинка

Lushakuzi Simon Quality Service Factors and Passengers. Satisfaction at Bus Terminals

The main objective of the research was to analyse relationship between quality of services as measured by reliability, responsiveness, assurance, empathy, and conduciveness of materials on the one hand and passengers' satisfaction at bus terminals in Tanzania. This research focused on passengers at bus terminals who were thought to be forgotten in the sense that there exist low standard terminal services for them. Literature review focuses on key concepts, service quality and diverse service quality models including servqual, servperf, serviscape and servuction. A case study design was adopted, with a sample of one hundred and thirty one (131) respondents. Primary and secondary data collected were tested and found to be fit, reliable and valid for making meaningful interpretation. The research findings were based on all Total Score Value (TSV) results at Ubungo and Msamvu bus terminals which indicate unfavourable opinions and the association of all attributes were at 0.05 and 0.01 significant levels. The study came up with the conclusion that the understanding of quality management for vehicle operation has a significant influence on standard of service at the bus terminals.
Daniel Gurski How Excellent Experiences affect Customer Loyalty Daniel Gurski How Excellent Experiences affect Customer Loyalty Новинка

Daniel Gurski How Excellent Experiences affect Customer Loyalty

Master's Thesis from the year 2013 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, Maastricht University (School of Business and Economics), language: English, abstract: AbstractThe thesis at hand develops a new scale to measure customer experience quality on the basis of four dimensions: service quality, atmosphere quality, flow quality, and learning quality. The American coffee company Starbucks is used as exemplary case to validate the theory empirically. Product quality is found to be a separate, but related construct to customer experience quality. The author investigates the effect of customer experiences on customer loyalty and finds that customer experience quality indirectly affects customer loyalty intentions through perceived value. The relative importance of customer experience quality for perceived value and in succession customer loyalty intentions is found to be much higher than that of product quality. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value wheras it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience literature. The findings enable managers to stage customer experiences more effectively and more efficiently.
Gazi Hossain Quality of Working Life, Job Satisfaction and Job Behavior of Workers Gazi Hossain Quality of Working Life, Job Satisfaction and Job Behavior of Workers Новинка

Gazi Hossain Quality of Working Life, Job Satisfaction and Job Behavior of Workers

Quality of Working Life (QWL) refers to a relationship between workers and working environment. Job satisfaction is a measure of QWL. Present study was undertaken with a view to measuring overall QWL and job satisfaction of shift workers of textile mills in Bangladesh. A sample of 60 shift workers were drawn from two textile mills. Major findings based on data are: Significant number of respondents had higher perception of QWL. There was no significant influence of personal factors on QWL, on performance or on job satisfaction. Overall QWL was positively correlated with workers' performance and job satisfaction, and negatively correlated with absenteeism and accidents. Job satisfaction was positively correlated with performance. There was no joint effect of shift system and type of industry on perception of QWL. There was no joint effect of shift system and type of industry on job satisfaction. Perception of QWL and job satisfaction were significantly higher among private sector workers than those of public sector workers. Important causes of low QWL, low performance and low job satisfaction were poor salary, lack of adequate bonus system, lack of recognition for good work.
Mohsin Akm Impact of employee performance recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh Mohsin Akm Impact of employee performance recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh Новинка

Mohsin Akm Impact of employee performance recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh

Research Paper (undergraduate) from the year 2015 in the subject Business economics - Personnel and Organisation, , language: English, abstract: The telecommunications industry in Bangladesh is a very competitive market. As customer loyalty is always shifting to the service provider whose service is comparatively better, customer satisfaction is a crucial issue to survive in this market. Companies like Grameenphone, Robi, and Airtel have been trying to achieve their goal of increasing customer satisfaction by using performance recognition techniques on their employees. This is due to the fact that only the employees of a company are in a position to improve the customer satisfaction level, since they are in direct or indirect contact with customers. This report will therefore focus on the impact of employee recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh. The report has been divided into two parts. The first part will contain the literature review and the conceptual frame of the study. In the second part, the very crucial part of methodology will be examined. The survey finally will include 30 respondents from whom primary data will be collected. The researcher has also decided to use the convenience sampling method for fulfilling the purpose of this research.
Anders Gustafsson Competing in a Service Economy. How to Create a Competitive Advantage Through Service Development and Innovation Anders Gustafsson Competing in a Service Economy. How to Create a Competitive Advantage Through Service Development and Innovation Новинка

Anders Gustafsson Competing in a Service Economy. How to Create a Competitive Advantage Through Service Development and Innovation

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Competing in a Service Economy is a hands-on guide to creating services, with illustrative examples from service-oriented companies including Disney, Ericsson, IKEA, National Association of Convenience Stores, Ritz Carlton, Scandinavian Airline Systems, Sterling Pulp Chemicals, and Telia Mobile. This practical resource for executives, general managers, and managers in marketing, operations, and human resources reveals how to gain a competitive advantage by creating and implementing a strategic plan that will ultimately improve their organization's services. Written by the authors of the best-selling book Improving Customer Satisfaction, Loyalty, and Profit, this important new book will help business professionals to think and plan strategically to dramatically improve services, service development, and service innovation within their organizations.
Ben Beiske Loyalty Management in the Airline Industry Ben Beiske Loyalty Management in the Airline Industry Новинка

Ben Beiske Loyalty Management in the Airline Industry

Inhaltsangabe:Abstract: This report will demonstrate the importance of Loyalty Management in the competitive environment of the airline industry and will show that a successful approach to Loyalty Management consists of three different, interlinked aspects. These three ‘pillars’ are Customer Service, Frequent Flyer Programs, and Complaint Management; their interdependence will be analysed in depth, with special attention given to the perceived importance of Frequent Flyer Programs. Findings from a detailed literature review and a survey show that customers do indeed perceive these issues as vital with regards to their loyalty towards a particular airline. It was found that Customer Service can be regarded as the foundation for Loyalty Management; it can help an airline to gain competitive advantage by setting it apart from its competitors. Frequent Flyer Programs, if implemented and run properly, can provide the customer with added value. As such, they compliment Customer Service and can help to increase overall loyalty. Additionally, Complaint Management was found to be gaining importance among airlines. The number of complaints was shown to be rising gradually, stressing the growing significance of efficient Complaint Management and its strong after-effect on customer loyalty. Inhaltsverzeichnis:Table of Contents: 1.INTRODUCTION6 1.1AIM AND OBJECTIVES OF THE REPORT7 1.2TERMINOLOGY9 1.3BACKGROUND INFORMATION: LOYALTY MANAGEMENT9 1.3.1DEFINITIONS9 1.3.2TRADITIONAL MARKETING A...
Daniel Gurski Customer Experiences Affect Customer Loyalty. An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling Daniel Gurski Customer Experiences Affect Customer Loyalty. An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling Новинка

Daniel Gurski Customer Experiences Affect Customer Loyalty. An Empirical Investigation of the Starbucks Experience Using Structural Equation Modeling

The study at hand investigates customer experiences at the American coffee company Starbucks and develops a new scale to measure customer experience quality on the basis of four dimensions: Service quality, atmosphere quality, flow quality and learning quality. The study reveals that product quality itself is a separate, but related construct to customer experience quality which alone is not sufficient to create customer loyalty. The effect of customer experience quality and product quality on customer loyalty intentions is found to be fully mediated by perceived value. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value whereas it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience management literature. The findings enable managers to stage customer experiences more effectively and more efficiently.
Vriti Vasudevan Do Organizational Stress really matters in Career Satisfaction. Vriti Vasudevan Do Organizational Stress really matters in Career Satisfaction. Новинка

Vriti Vasudevan Do Organizational Stress really matters in Career Satisfaction.

Organizational Role Stress is connected with a multitude of negative effects, where stress and coping with stress are phenomena closely tangled with human life such that the effects of stress are directly related to coping. This book seeks to explore whether there is any relation between Organizational Role Stress and Career Satisfaction on IT professionals and to assess the levels among two variables which can be used to design some interventional strategies in the field of career counselling.
Asharaf Abdul Salam, Amina Alshekteria, Anees Mohammed Quality of Care and Patient Satisfaction from PHC in Benghazi, Libya Asharaf Abdul Salam, Amina Alshekteria, Anees Mohammed Quality of Care and Patient Satisfaction from PHC in Benghazi, Libya Новинка

Asharaf Abdul Salam, Amina Alshekteria, Anees Mohammed Quality of Care and Patient Satisfaction from PHC in Benghazi, Libya

A study conducted to understand quality of care and patient satisfaction from primary healthcare in Benghazi city. Quality has been defined in this study as doing right things right in a right manner at the right time with a right mix of manpower, equipments, space and management systems and subsystems. Patient satisfaction, the result of quality of care is the comfort level of beneficiaries in terms of care and concern shown by the facility. Beneficiaries are highly satisfied with the quality of care received. Two major significant variables associated with satisfaction are age of patient and selection of facilities. Those in younger age are less satisfied than others. People seek facilities at different locations and reach better satisfaction levels. This study concludes that primary health care facilities are working well effectively. But the efficiency of the system might be of attention in the coming years. This might be made through manpower mix, skill upgradation, human resource development activities and so on. Facilities might also focus on patient satisfaction. Provisions are made to ensure satisfaction of users.
Nils Peters The country-of-origin affect on perception of services Nils Peters The country-of-origin affect on perception of services Новинка

Nils Peters The country-of-origin affect on perception of services

Master's Thesis from the year 2011 in the subject Business economics - Business Management, Corporate Governance, grade: Sehr gut, The University of Surrey (School of Management), course: Business Administration, language: English, abstract: Today, the service sector contributes to a major part of the GDP of the most developed countries, while the share of services of the total export of these countries is comparable low. This constitutes certain challenges for the internationalisation of services. With regard to the use of "country-of-origin effects" (COO), the special service characteristics create challenges for service companies, e.g. by the inseparability of service provision and consumption. When decisions on the market entry options are made and local staff is favoured to expatriate staff, incongruence in the COO facets occurs which is difficult to hide. Based on the research on products, this might reduce COO's positive effects on service consumers' quality expectations (ESQ). In this context, the question arises whether information on training in the company's home country (CTI) can reduce the aforementioned negative effect.In order to examine the existence of these relationships, an online provided self-administered experiment was created. Using a non-probability sample of 100 Germans, respondents were asked to rate two different service examples with regard to the ESQ. In each example, the country of the person providing the service (CPI) wa...
Olayiwola Bello Mobile Telecommunication Customer Loyalty in Nigeria. Determining factors Olayiwola Bello Mobile Telecommunication Customer Loyalty in Nigeria. Determining factors Новинка

Olayiwola Bello Mobile Telecommunication Customer Loyalty in Nigeria. Determining factors

With the increasing competition on the market, customer loyalty has become a decisive factor for long-term business profits. At its high, customer loyalty connotes the high entry barriers the competitor faces when entering the market, and it contributes significantly to a reduction of marketing costs. To attract new customers, companies are required to invest a lot of time and money which can result in uncertainties and risks over longer periods of time.The number of loyal customers as a sign of market share is more significant than the total number of customers. More loyal customers translate to high profits. Loyal customers will continue to purchase or receive the product or service from the same enterprises, and they will be willing to pay higher prices for the quality products and first-class services, thereby increasing sales revenue. Consequently, the focus of many enterprise managers at this point is on marketing management aspects to improve customer loyalty in order to gain the competitive advantage in the face of fierce competition. The importance of customer loyalty has been identified by many researchers and academics in the past years. This importance is also predominant in the telecommunication industry and, consequently, the Nigerian telecom industry.This book attempts to assess and analyze the variables that influence a mobile phone subscriber's loyalty and how Nigerian service providers can enhance this loyalty. The study is based on a survey that uses th...
Dalvi Esfahani Mohammad, Jafarkarimi Hosein, Foroutani Saman Quality of Experience. The Case of Voice Over IP Dalvi Esfahani Mohammad, Jafarkarimi Hosein, Foroutani Saman Quality of Experience. The Case of Voice Over IP Новинка

Dalvi Esfahani Mohammad, Jafarkarimi Hosein, Foroutani Saman Quality of Experience. The Case of Voice Over IP

Measuring the quality of IP network services that users are experiencing and maintaining their loyalty towards these services are the most important factors that service providers consider. The existing evaluation methods for calculating the Quality of Experience (QoE) are categorized into two groups named subjective and objective. The subjective approaches are expensive and time consuming. The focus of present book is on objective measurement of QoE for network services.
Deepak Shrestha Maintaining of Quality Deepak Shrestha Maintaining of Quality Новинка

Deepak Shrestha Maintaining of Quality

Optimized quality of IT services are those which need pre-analysis of users' requirements, service provider's capabilities as well as service specification and standardization. For any organization, maintaining of quality of IT service has become one of the key challenges which hold a significance importance to users' satisfaction. Thus, this research tries to explore and identify the key factors of service quality dimensions and its affect on Information Technology Service so that organization can understand and follow the possible way to maintain quality of IT service to satisfy its end users. To achieve ultimate target of this research, the relevant three literatures have been reviewed and then the concept structure has been proposed for the analysis. A qualitative research approach has been used to get a better understanding of the issue. This study is expected to create a significant contribution to the areas within a domain of service quality in Information Technology as well as in Information System and Information Management.
Oliver Mühlich ASB Summer University 2006. Assessment of student satisfaction with a threefold approach Oliver Mühlich ASB Summer University 2006. Assessment of student satisfaction with a threefold approach Новинка

Oliver Mühlich ASB Summer University 2006. Assessment of student satisfaction with a threefold approach

Inhaltsangabe:Abstract: The aim of the research presented here is to assess student satisfaction at the Aarhus School of Business (ASB) for the Summer University that was first introduced in July 2006. The European Performance Satisfaction Index (EPSI) was adapted to incorporate student satisfaction in order to reach this aim, and was used as the main approach in our thesis. The necessary data was gathered from online surveys we derived from the students. Two studies complemented this model. On the one hand, structured interviews were conducted with all relevant lecturers and on the other hand, a survey was conducted in two waves with Summer University participants. In the first wave, the students’ initial expectations were measured and in the second wave it was the degree of fulfilment for these expectations that were measured. Results from the EPSI model indicated that participants of the Summer University were satisfied overall with the program and will remain loyal. Surprisingly however, the variable image showed no direct impact on perceived value, satisfaction, and loyalty. The results from the interviews showed that lecturers were well chosen, but not adequately prepared for the program. In addition, the survey results indicated that expectations were to some degree fulfilled, but certain attributes of lecture quality experienced a negative disconfirmation of expectations. Furthermore, the direct comparison of data from the lecturers and the students suggested problems...
Karpuzcu Tugce Impact of e-Services on Customer Satisfaction Karpuzcu Tugce Impact of e-Services on Customer Satisfaction Новинка

Karpuzcu Tugce Impact of e-Services on Customer Satisfaction

E-commerce has provided companies almost in every industry to introduce new ways of serving their customers. As with any other markets, physical distribution service (PDS) industry experienced an upswing in the adoption of e-services. This study has attempted to find the limitations and enhancing factors of e-commerce usage, the determinants of e-service and PDS quality, and their underlying relationships in business-to-business physical distribution services, particularly in a pharmaceutical wholesale context. This study provides valuable insights for the multi-channel non-retail PDS industries in terms of the reasons underlying customers' channel preferences and the aspects vital for achieving total quality in their services and respective customer satisfaction. Given the increasing role played by technology in shaping business relationships and transactions in this industry, managers need to pay attention to the level of quality associated to their e-services, because just as overall satisfaction with services, e-satisfaction from e-services is also a strong determinant of customers' future relationships with the distributor.
Alexander Ditzel Using Ambidexterity to Achieve Service Excellence Alexander Ditzel Using Ambidexterity to Achieve Service Excellence Новинка

Alexander Ditzel Using Ambidexterity to Achieve Service Excellence

Bachelor Thesis from the year 2011 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, EBS European Business School gGmbH, language: English, abstract: In conjunction with the advancing process of globalization the competitive environment continually intensifies (Meyer, 2002, p. 3). The possibilities to minimize costs and to increase return on sales are mostly exhausted or require a high amount of effort to be realized (Kuhn & Hellingrath, 2002, p. 1). Market saturation in industrial nations caused a swift from seller to buyer markets (Meyer, 2002, p. 4), where the major challenge for service companies is based in the flexible and adaptable fulfillment of ascending demands and expectations of its customers (Gouthier, 2006, p. 58; Grant, 1996, p. 375). Delivering an outstanding and positively surprising service to the customer can lead to competitive advantages, such as a higher willingness to pay as the study by Homburg, Koschate, and Hoyer (2005) indicates, a higher loyalty if customers are very satisfied as "the Satisfaction-Loyalty Link" by Jones and Sasser (1995, p. 95) depicts, or a increased intention to recommend the services or products of a several provider (Mittal & Kamakura, 2001).Thus, topics, such as service excellence gain importance, where companies appeal to continually improve and even perfect their service offer in order to achieve customer delight (Jonston, 2004, p. 129). Fa...
Suneth Namal Karunarathna Technology Challenges for Context Aware Multimedia Services Suneth Namal Karunarathna Technology Challenges for Context Aware Multimedia Services Новинка

Suneth Namal Karunarathna Technology Challenges for Context Aware Multimedia Services

This work presents an effort on quality improvement in the existing multimedia services. It is identified that the multimedia services are more sensitive on certain parameters which significantly degrade the service quality in the target domain. The issues related to the multimedia services are discussed and ways presented to maximize the end-user satisfaction in a focused environment. The effects of context reasoning in the evolutionary multimedia applications are observed and a novel context reasoning scheme based on AHP is proposed to utilize the processing power. Further, we study the impact of content management in context aware application like IPTV and VoD. Moreover, this study analyze the resource management for such services. Finally, the security issues are observed for such wireless networks which communicate the user context.
Tim Ebner Services Management. Conceptualizing and Measuring Customer Perceived Service Quality Tim Ebner Services Management. Conceptualizing and Measuring Customer Perceived Service Quality Новинка

Tim Ebner Services Management. Conceptualizing and Measuring Customer Perceived Service Quality

Seminar paper from the year 2011 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 2,3, University of Münster (Junior Professorship for Marketing), language: English, abstract: Service Quality is a field of marketing, which stimulated numerous scholars to do theoretical and empirical research on. The SERVQUAL concept first was amongst concepts like The Nordic Model by Grönroos (1984) and The Three-Component Model by Rust and Oliver (1994) and SERVPERF by Cronin and Taylor (1992). After there has been a major debate which role expectations should play for service quality, which primary dimensions should be used to conceptualize and measure it and how service quality has to be integrated in existing marketing theory, newer approaches concentrate either on the depth of these dimensions, further optimization of the integration of service quality into marketing theory or specific factors which might play a role on distinct settings. In a multilevel approach, primary dimensions can be understood as direct antecedents of service quality. Subdimensions are antecedents of the primary dimensions of service quality.This paper deals with the issue, how customer perceived service quality (CPSQ) is supposed to be conceptualized and measured. In order to do this, the first section begins simply with several ideas that came up in literature what factors might influence service quality and how it can be defined. Then the paper i...
amitabha chattopadhyay Prescription Audit and Client Satisfaction amitabha chattopadhyay Prescription Audit and Client Satisfaction Новинка

amitabha chattopadhyay Prescription Audit and Client Satisfaction

Prescription audit and client satisfaction was a health service research study done with the purpose of auditing the prescriptions of General duty medical officers of Central Government Health Scheme(CGHS)and patient satisfaction evaluation of the beneficiaries of this scheme.The study carried out over a period of one year in 5 selected CGHS Dispensaries and a multistage sampling method was followed.Also ABC and VED analysis was carried out in the Central Medical Store of CGHS.This management study is intended to be helpful to public health researchers and management students.
Dr. David Ackah, Makafui R. Agboyi The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company Dr. David Ackah, Makafui R. Agboyi The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company Новинка

Dr. David Ackah, Makafui R. Agboyi The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company

Research Paper (postgraduate) from the year 2014 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: A, Atlantic International University (School of Business and Economics), course: Ph.D. Economics, language: English, abstract: In a highly competitive distribution sector, one way to gain competitive advantage is to ensure that the customers are satisfied. It is also a fact that having a good transport system is a great factor to ensure long term services and growth the company. The study is to find the role transportation play in achieving customer satisfaction in the private distribution sector a case study at Ricky Boakye Yiadom Company Limited. Eventually, the results are meant to improve the existing levels of customer satisfaction with the form of transportation. Specifically it seeks to uncover the factors accounting for the level of customer satisfaction in transportation of products. The study reviewed major theoretical area to develop a framework which suggests that customer satisfaction in Distribution Company would be a function of service quality and customer orientation of service employees. The data from the study constituted employees and customers of 35 people and was analyzed through a descriptive statistics. The study reveals that the mode of transportation does not always achieve smooth delivery and satisfaction desired but adds value to the mode of transport. It also shows that delivery times t...
Anika Kunz Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations Anika Kunz Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations Новинка

Anika Kunz Complaint Management Unlocked. The effects of different variations of reactive versus proactive webcare on consumer responses and the mediating effect of customer expectations

Master's Thesis from the year 2013 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 7,3 out of 10 (B), University of Amsterdam (Graduate School of Communicatin), course: Communication Science (Persuasive Communication), language: English, abstract: Online platforms empower consumers to share their negative experiences with a broad public of fellow consumers on the Internet. Complaints expressed as negative electronic word of mouth (nWOM) have a great potential to damage companies accused in these publicly made complaints. This study investigates upon the most effective means for companies to counter nWOM by means of webcare. The results show that a loss of satisfaction and trust as well as negative eWOM behaviour after a service failure can be positively influenced depending on the content of a webcare response (accommodative vs. notice). These effects appear to be mediated by consumers' expectations. Furthermore, although webcare communication strategy (proactive vs. reactive) does not influence satisfaction, trust and negative eWOM behaviour of senders of nWOM, the results show an influence of webcare communication strategy on positive eWOM behaviour. The findings of this study are discussed in the light of the potential of webcare to serve as a tool for online complaint management.
Gabriela Strauß Marketing Events as a Supportive Tool for Customer Loyalty Gabriela Strauß Marketing Events as a Supportive Tool for Customer Loyalty Новинка

Gabriela Strauß Marketing Events as a Supportive Tool for Customer Loyalty

Inhaltsangabe:Abstract:Part one briefly introduces the reader to the topic and the research objectives. Moreover, the methodical approach to meet the research objectives will be presented. Part two provides the theoretical framework of customer loyalty. Terms, advantages and strategies related to customer loyalty are introduced. Furthermore, the report illustrates factors that support the development of customer loyalty and evaluates the requirements to develop new loyalty tools. Part three presents a definition and classification of marketing events as well as the inevitability of creating new ways of communication. Furthermore, it portrays international dimensions of marketing events, as well as a future outlook. Virtual events will be described as new approaches within the tool event marketing. Part four provides the findings of this project and analyses the connection between marketing events and customer loyalty. The report is finalised by a conclusion in part five.Inhaltsverzeichnis:Table of Contents:LIST OF FIGURES4LIST OF APPENDICES5ABSTRACT6PART I: PREFACE91.1RESEARCH OBJECTIVES91.2REPORT STRUCTURE91.3METHODOLOGY101.3.1PART CUSTOMER LOYALTY121.3.2PART MARKETING EVENTS131.3.3PART CONCLUSIONS AND FINDINGS131.3.4LIMITATIONS OF RESEARCH15PART II: CUSTOMER LOYALTY172.1CUSTOMER SATISFACTION AND CUSTOMER LOYALTY182.2REASONS TO CREATE CUSTOMER LOYALTY AND SYNERGY EFFECTS212.3LOYALTY-CREATING FACTORS242.4APPRAISAL OF THE LOYALTY TOOLS27PART III: MARKETING EVENTS303.1DEFINITIO...
Maximilian Wagner Service Quality in the E-Retailing Industry Maximilian Wagner Service Quality in the E-Retailing Industry Новинка

Maximilian Wagner Service Quality in the E-Retailing Industry

Seminar paper from the year 2016 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,0, University of Brighton, language: English, abstract: This study aims to identify, analyze and prove dimensions contributing to the e-service quality (e-SQ) and satisfaction of online shopping. It takes 'amazon.com' as a case study and utilizes the critical incident technique in order to gather meaningful primary data for both satisfying and dissatisfying critical incidents. For this research, a probability sample was adopted, by distribution an electronic questionnaire to potential participants. The questionnaire comprised of a total of nine questions and was completed by 25 participants, generating 50 critical incidents.The content analysis of the primary data led to four main emergent themes from which three could be attributed to both satisfying and dissatisfying service encounters, whereas one was solely based on dissatisfying incidents. The categories include service recovery (SR), customer support service (CSS), delivery quality and product quality. Throughout the analysis of the findings, the intangibility of e-SQ became apparent, as many incidents were related to behavioral traits. This study further. This study emphasized the multiplicity of academic opinions regarding e-SQ and followed the stance of Collier and Bienstock (2006), by examining their dimensions and was consequently trying to either prove or rej...
Nancy Summers Managing Social Service Staff for Excellence. Five Keys to Exceptional Supervision Nancy Summers Managing Social Service Staff for Excellence. Five Keys to Exceptional Supervision Новинка

Nancy Summers Managing Social Service Staff for Excellence. Five Keys to Exceptional Supervision

4146.65 руб. или Купить в рассрочку!
An essential guide for those charged with supervision of nonclinical staffin programs, agencies, and units within social service organizations «As someone who has worked in social service agencies, consulted with hundreds of them, and who teaches social service professionals, Ms. Summers knows the issues faced by agencies firsthand. From this experience she has compiled a thoughtful and well-organized text that identifies the principles of effective supervision.» —Samuel Knapp, EdD Director of Professional Affairs, Pennsylvania Psychological Association From the Foreword The care of patients and clients of social service agencies is increasingly being performed by paraprofessionals or professionals with little experience. While there are many books written about giving quality clinical supervision, there is very little on supervising the least experienced frontline nonclinical and clinical staff to teach and promote positive and effective interaction with clients, and provide staff support and training that elevates quality care, improves job satisfaction, and minimizes staff turnover. Based on author Nancy Summers' many years of working with troubled social service agencies, Managing Social Service Staff for Excellence: Five Keys to Exceptional Supervision fills this need and offers numerous ideas for securing the best care for those served by social service agencies. Common problems faced by agencies are examined with regard to employee behavior and wellness, including staff teamwork, how to build healthy staff/client relationships, and the identification and prevention of routine disrespect of clients and their needs. Diagnostic techniques are presented for identifying these problems, as well as remedies and prevention programs that can be put in place without great expense. Filled with interviews and numerous case examples, Managing Social Service Staff for Excellence offers a step-by-step process for: creating good preventive measures to counteract negative practices that can occur; developing robust commitment and enthusiasm; and getting back on the right track after unfortunate incidents have taken place.
Noah Webster Effects of slavery on morals and industry. Noah Webster Effects of slavery on morals and industry. Новинка

Noah Webster Effects of slavery on morals and industry.

Effects of slavery on morals and industry. is an unchanged, high-quality reprint of the original edition of 1793.Hansebooks is editor of the literature on different topic areas such as research and science, travel and expeditions, cooking and nutrition, medicine, and other genres. As a publisher we focus on the preservation of historical literature. Many works of historical writers and scientists are available today as antiques only. Hansebooks newly publishes these books and contributes to the preservation of literature which has become rare and historical knowledge for the future.
Thomas Pfister Differences in factorial structures of job satisfaction between national cultures and their interaction with the corporate culture of a global company Thomas Pfister Differences in factorial structures of job satisfaction between national cultures and their interaction with the corporate culture of a global company Новинка

Thomas Pfister Differences in factorial structures of job satisfaction between national cultures and their interaction with the corporate culture of a global company

Master's Thesis from the year 2017 in the subject Psychology - Work, Business, Organisational and Economic Psychology, grade: 62/100, The University of Liverpool, language: English, abstract: To enhance job satisfaction in an organization, it is important to understand how workplace properties influence job satisfaction. Factorial structure models assume that job satisfaction is based on multiple underlying (latent) factors that are not directly measurable. An alternative concept assumes that satisfaction with different job facets adds up to overall job satisfaction. As job satisfaction is dependent on culture, this study examined how the importance of job facets varies across cultural areas and countries within a global organization. An attempt was made to estimate the influence of an overarching company corporate culture on job satisfaction in different national cultures.The Minnesota Satisfaction Questionnaire (MSQ) was used in eight countries in Europe, East Asia, Latin America, and North America. Five MSQ-items were conceptually attributed to the overarching corporate culture of Roche, a global pharmaceutical company. Exploratory factor analysis was used to examine latent factors. Also, stepwise regression analysis was performed to identify the predictors of job satisfaction based on statistical significance.The average levels of job satisfaction were high. Within an overall picture of high variability in factor solutions, there were ten MSQ-items loading relatively ...
Joseph S. Nicholson The Effects of Machinery on Wages Joseph S. Nicholson The Effects of Machinery on Wages Новинка

Joseph S. Nicholson The Effects of Machinery on Wages

The Effects of Machinery on Wages is an unchanged, high-quality reprint of the original edition of 1878.Hansebooks is editor of the literature on different topic areas such as research and science, travel and expeditions, cooking and nutrition, medicine, and other genres. As a publisher we focus on the preservation of historical literature. Many works of historical writers and scientists are available today as antiques only. Hansebooks newly publishes these books and contributes to the preservation of literature which has become rare and historical knowledge for the future.
Desta Tesfaw Public Service Delivery Reform and Customer Satisfaction in Ethiopia Desta Tesfaw Public Service Delivery Reform and Customer Satisfaction in Ethiopia Новинка

Desta Tesfaw Public Service Delivery Reform and Customer Satisfaction in Ethiopia

The central focus of this work is identifying and analyzing the factors that determine the success and failures of public service delivery in relation to customer satisfaction. Currently civil service reform program is undergoing in Ethiopia. The main element of the reform program is delivering efficient and effective service to the public. In this regard there are some public institutions that are successful in satisfying their customers by implementing the reform program. On the contrary there are others still not successful. Therefore the major public service delivery factors that were suggested by different researchers and scholars are tested using case study method in this work. Two public organizations are selected i.e. one from the category of successful once and the other from those who are not successful based on the previous researches and preliminary assessments. By designing the conceptual framework, the public service delivery success factors are identified scientifically. In addition different approaches and methods of public service delivery reforms are analysed.
Lewlyn L. R. Rodrigues Comparative Study of Service Quality Metrics. An Empirical Study in the Service Sector Lewlyn L. R. Rodrigues Comparative Study of Service Quality Metrics. An Empirical Study in the Service Sector Новинка

Lewlyn L. R. Rodrigues Comparative Study of Service Quality Metrics. An Empirical Study in the Service Sector

Master's Thesis from the year 2009 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, Sikkim Manipal University Bangalore (Manipal Institute of Technology), course: MBA , language: English, abstract: The SERVPERF and SERVQUAL are the two Service quality measurement instruments widely used in the measurement of service quality in various service sectors such as banking, hospitals, tourism, insurance etc. But the service quality literature indicates that there exists a significant difference in the philosophy of service quality measurement in these two metrics, and also, the results while these two metrics are used need not necessarily match. Hence, the problem identified in this research is: do these two metrics concur in their results, or is there a significant difference in their outcomes as applicable to a given service sector. The study also extends to the correlation between the outcomes of these two metrics and looking into the possibility of drawing implications based on the combined outcome.The research is partly qualitative and partly quantitative in nature. Qualitative in the sense that it analyses existing metrics of service quality based on meta-analysis and, through the use of secondary data, discusses the relative importance of both the metrics in service sectors. The research becomes quantitative, as it deals with descriptive statistics and tests various hypotheses using standard statistical tools. Kev...
Adeola Ajayi Motivation and Job Satisfaction in Oyo State Civil Service Adeola Ajayi Motivation and Job Satisfaction in Oyo State Civil Service Новинка

Adeola Ajayi Motivation and Job Satisfaction in Oyo State Civil Service

Research Paper (undergraduate) from the year 2012 in the subject Economics - Case Scenarios, Obafemi Awolowo University, language: English, abstract: The book examined motivation and Job satisfaction in Oyo State Service.It also appraised the existing motivating packages for workers in the state and Investigated the effect of Staff motivation on job performance in the state.Simple random sampling method was adopted.The book concluded that employees should be well motivated by provision of amenities like wages and salaries,bonuses and other entitlement which should be paid to enhance their standard of living
Mark Daskin S. Service Science Mark Daskin S. Service Science Новинка

Mark Daskin S. Service Science

11912.19 руб. или Купить в рассрочку!
A comprehensive treatment on the use of quantitative modeling for decision making and best practices in the service industries Making up a significant part of the world economy, the service sector is a rapidly evolving field that is relied on to dictate the public's satisfaction and success in various areas of everyday life, from banking and communications to education and healthcare. Service Science provides managers and students of the service industries with the quantitative skills necessary to model key decisions and performance metrics associated with services, including the management of resources, distribution of goods and services to customers, and the analysis and design of queueing systems. The book begins with a brief introduction to the service sector followed by an introduction to optimization and queueing modeling, providing the methodological background needed to analyze service systems. Subsequent chapters present specific topics within service operations management, including: Location modeling and districting Resource allocation problems Short- and long-term workforce management Priority services, call center design, and customer scheduling Inventory modeling Vehicle routing The author's own specialized software packages for location modeling, network optimization, and time-dependent queueing are utilized throughout the book, showing readers how to solve a variety of problems associated with service industries. These programs are freely available on the book's related web site along with detailed appendices and online spreadsheets that accompany the book's «How to Do It in Excel» sections, allowing readers to work hands-on with the presented techniques. Extensively class-tested to ensure a comprehensive presentation, Service Science is an excellent book for industrial engineering and management courses on service operations at the upper-undergraduate and graduate levels. The book also serves as a reference for researchers in the fields of business, management science, operations research, engineering, and economics. This book was named the 2010 Joint Publishers Book of the Year by the Institute of Industrial Engineers.
Christina Rüther Are Customers loyal to the Tesco Superstore in Roundhay Christina Rüther Are Customers loyal to the Tesco Superstore in Roundhay Новинка

Christina Rüther Are Customers loyal to the Tesco Superstore in Roundhay

Inhaltsangabe:Abstract: Throughout modern marketing literature there is extensive agreement that ‘Customer Loyalty’ is marketing’s newest challenge. Marketing’s main focus is shifting away from a transactional approach, focusing on the single sale, to a customer relationship approach, establishing, maintaining and enhancing relationships with customers. Today the advantages of cost efficiency, market share, and service quality do not guarantee a company’s success any more. Companies need to invest in customer retention programmes to stay competitive. Due to the belief that retaining existing customers is far cheaper than attracting new ones the subject of customer loyalty has become of increasing interest to businesses over the last decade. Theorists argue that loyal customers are more likely to pay an extra price and that their average expenditure will increase over time. In particular in the food retailing industry companies are facing an ever-increasing level of competition due to a high saturation point and low customer switching costs. Growth is only possible by gaining market share from competitors. Under these conditions the effective management of customer loyalty has become a key issue in securing competitive advantage. This study focuses on the review of theories behind customer relationship and customer loyalty marketing found in academic literature. It sets out to explore customer loyalty at UK’s biggest supermarket chain, Tesco plc. A questionnaire was carried ou...
Tardy Amy Overwhelmed Authorities. the Effects of Chronic Stress in Corrections Tardy Amy Overwhelmed Authorities. the Effects of Chronic Stress in Corrections Новинка

Tardy Amy Overwhelmed Authorities. the Effects of Chronic Stress in Corrections

This was a qualitative research study which examined the impact that chronic stress had on the job satisfaction and career burnout in the Correctional Officer population. Using a sample of 71 Officers in the State of Maine, the author conducted a series of tests including use of a simple demographic survey, the Occupational Stress Inventory- Revised (OSI-R), the Maslach Burnout Inventory (MBI), and the Minnesota Satisfaction Questionnaire (MSQ). Results showed a significant correlation between both job stress and job satisfaction, and job stress and burnout, demonstrating a need for facility administration to have means available to help Officers cope with, and reduce, occupational stress. This thereby would increase the likelihood that Officers would remain at their respective Correctional Facility longer and be happy with their working conditions.
Aghaei Masood, Zamani Moghaddam Afsaneh, Iranzadeh Soleyman The Effects of Privatization on Productivity Aghaei Masood, Zamani Moghaddam Afsaneh, Iranzadeh Soleyman The Effects of Privatization on Productivity Новинка

Aghaei Masood, Zamani Moghaddam Afsaneh, Iranzadeh Soleyman The Effects of Privatization on Productivity

The book surveys the effects of privatization on productivity of Tabriz electric power distributional company. Statistical population of this research is the subscriber service units of the Tabriz electric power distributional office. In this ,four factors that each constitutes several factors: 1.Post sale services improvement. 2.Energy sale improvement. 3.Reduction of costs. 4.Branch sale increase. that affect productivity are studied and their effects are explored.
Meeta Nihalani Eco-Tourism Service Quality and Ethical Practices. A Case Study of Tourist Satisfaction on the Desert Triangle of Rajastahn Meeta Nihalani Eco-Tourism Service Quality and Ethical Practices. A Case Study of Tourist Satisfaction on the Desert Triangle of Rajastahn Новинка

Meeta Nihalani Eco-Tourism Service Quality and Ethical Practices. A Case Study of Tourist Satisfaction on the Desert Triangle of Rajastahn

Scientific Study from the year 2012 in the subject Tourism, Jai Narain Vyas University Jodhpur, language: English, abstract: The tourism is the flourishing and the growing business of the modern economy where travel has become the part of human life. Eco-tourism practices relate to the preservation of the world created by God which has to be preserved in the most natural and original form so as to conserve the beauty and natural attractions of the earth and the destination. The natural resources and the beauty are the assets of any economy as they impact the economic development and the standards of living of people in the local destination. The basic aim of the paper is to analyze the eco- tourism practices and their impact on the tourism satisfaction and attitude. The ecotourism practices relate to the service quality taken by the organizations in Rajasthan
James Cowan P. The Effects of Sound on People James Cowan P. The Effects of Sound on People Новинка

James Cowan P. The Effects of Sound on People

9311.71 руб. или Купить в рассрочку!
Provides a summary of current research results on the physiological and psychological effects of sound on people Covers how the operation of the hearing mechanism affects our reactions to sounds Includes research results from studies on noise sources of public concern such as transportation, public utility, and recreational sources, with emphasis on low frequency sound and infrasound Covers sounds that affect some but not others, how sounds can be controlled on a practical level, and how and what sounds are regulated Includes coverage of both positive and negative effects of sound
Amitava Mitra Fundamentals of Quality Control and Improvement Amitava Mitra Fundamentals of Quality Control and Improvement Новинка

Amitava Mitra Fundamentals of Quality Control and Improvement

11174.05 руб. или Купить в рассрочку!
A statistical approach to the principles of quality control and management Incorporating modern ideas, methods, and philosophies of quality management, Fundamentals of Quality Control and Improvement, Fourth Edition presents a quantitative approach to management-oriented techniques and enforces the integration of statistical concepts into quality assurance methods. Utilizing a sound theoretical foundation and illustrating procedural techniques through real-world examples, the timely new edition bridges the gap between statistical quality control and quality management. Promoting a unique approach, the book focuses on the use of experimental design concepts as well as the Taguchi method for creating product/process designs that successfully incorporate customer needs, improve lead time, and reduce costs. The Fourth Edition of Fundamentals of Quality Control and Improvement also includes: New topical coverage on risk-adjustment, capability indices, model building using regression, and survival analysis Updated examples and exercises that enhance the readers’ understanding of the concepts Discussions on the integration of statistical concepts to decision making in the realm of quality assurance Additional concepts, tools, techniques, and issues in the field of health care and health care quality A unique display and analysis of customer satisfaction data through surveys with strategic implications on decision making, based on the degree of satisfaction and the degree of importance of survey items Fundamentals of Quality Control and Improvement, Fourth Edition is an ideal book for undergraduate and graduate-level courses in management, technology, and engineering. The book also serves as a valuable reference for practitioners and professionals interested in expanding their knowledge of statistical quality control, quality assurance, product/process design, total quality management, and/or Six Sigma training in quality improvement.
Sowmya K. R. Job Satisfaction of Bank Officers in Chennai-India Sowmya K. R. Job Satisfaction of Bank Officers in Chennai-India Новинка

Sowmya K. R. Job Satisfaction of Bank Officers in Chennai-India

The researcher has made an attempt to study about Job satisfaction of the officers in Banking Sector. Banking is an important sector because it's functioning is important for the nation at any time .The main objective of this study is to know the overall satisfaction of bank officers in Chennai, India. The study also aims to identify the influence of Job Satisfaction on turnover intention and absenteeism of bank officers in their respective banks. Its findings will be very useful for the top management of banks to ensure satisfaction in their workplace and hence can reduce absenteeism and Turnover intention. This book contributes richly towards the literary review of Job Satisfaction and the factors influencing Job Satisfaction and its influence on the work outcomes such as Turnover Intention and Absenteeism. The book will be ideal for researchers in organizational behaviour, since it will contain concepts, theories, practice and empirical research on job satisfaction. It will also be useful for the academicians and corporate managers. Further, postgraduate students of business studies and Human Resource Management in particular could use it as a reference book.
Emerald Group Publishing Limited A Focus on Consumer Behaviours and Experiences in an Online Shopping Environment Emerald Group Publishing Limited A Focus on Consumer Behaviours and Experiences in an Online Shopping Environment Новинка

Emerald Group Publishing Limited A Focus on Consumer Behaviours and Experiences in an Online Shopping Environment

A Focus on Consumer Behaviours and Experiences in an Online Shopping Environment is a collection of key articles on this topical area of increasing importance. This collection offers insights across a range of sectors. Some of the topics the book looks at include: - Influences of socioeconomic characteristics in online shopping behaviour- Impact of e-service quality, customer perceived value, and customer satisfaction on customer loyalty - The role trust plays in an online shopping environment - The effectiveness of online blogging on consumer purchase decisions In this digital era online shopping is more accessible than it has ever been before and as more people turn to the internet to buy goods and services it's important to understand the consumers' experiences and behaviours. Including articles from prestigious journals such as Internet Research and Journal of Services Marketing this book will be a valuable resource for researches, managers and professionals.
Wolfgang Katsch International E-Business Wolfgang Katsch International E-Business Новинка

Wolfgang Katsch International E-Business

Inhaltsangabe:Abstract: The thesis offers solutions concerning the following questions: - Why is customer loyalty important for long term success of a company? - What are value adding characteristics of E-Business? - How is customer relationship management defined? - How does relationship management help a company in the changing marketplace of E-Business? - How can a company build customer loyalty? - How to follow a step-by-step process in order to build lasting relatinships with customers? - What do best-practice companies manage relationships (including over 10 short case studies and practical experiences) - How to use online communities for customer loyalty? - What does datamining mean in the context of CRM? - How to integrate customers for customization and product innovations? - Why does a database give you the necessary information for knowing your customers? - What is the link between customer satisfaction, differentiation, and long term economic success - What are tools to implement the new approach of customer relationship management? - How to install an complaint management system in E-Business in order to build loyalty? The main objectives of the thesis are show how companies can build loyalty with customer relationship management to combine the concept of customer loyalty with the characteristics of E-BusinessCompanies in E-Business already realize that focusing only on customer acquisition is not enough for lasting success and are therefore intensifying efforts ...
Benjamin Moseley A treatise concerning the properties and effects of coffee Benjamin Moseley A treatise concerning the properties and effects of coffee Новинка

Benjamin Moseley A treatise concerning the properties and effects of coffee

A treatise concerning the properties and effects of coffee is an unchanged, high-quality reprint of the original edition of 1792.Hansebooks is editor of the literature on different topic areas such as research and science, travel and expeditions, cooking and nutrition, medicine, and other genres.As a publisher we focus on the preservation of historical literature.Many works of historical writers and scientists are available today as antiques only. Hansebooks newly publishes these books and contributes to the preservation of literature which has become rare and historical knowledge for the future.
Akbar Rahbar G. Quality of Service in Optical Packet Switched Networks Akbar Rahbar G. Quality of Service in Optical Packet Switched Networks Новинка

Akbar Rahbar G. Quality of Service in Optical Packet Switched Networks

9609.97 руб. или Купить в рассрочку!
This book is a comprehensive study on OPS networks, its architectures, and developed techniques for improving its quality of switching and managing quality of service. The book includes: Introduction to OPS networks, OOFDM networks, GMPLS-enabled optical networks, QoS in OPS networks Hybrid contention avoidance/resolution schemes in both long-haul and metro optical networks Hybrid optical switching schemes
Abdullah Afzal Factors affecting customer satisfaction in fast food sector Abdullah Afzal Factors affecting customer satisfaction in fast food sector Новинка

Abdullah Afzal Factors affecting customer satisfaction in fast food sector

Masterarbeit aus dem Jahr 2013 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, Lovely Professional University, Punjab, Sprache: Deutsch, Abstract: Prior research has shown that customer satisfaction is the most important means for fast food restaurant. The main objectives of the study were to enhance the fast food service quality impact on overall customer satisfaction, to study purchaser behavior towards fast food places, to identify various key factors used by clients in the selection of fast food restaurants; and to analyze the particular differences/similarities in critical factors deemed by consumers for the selection of fast food restaurants. Our objective should be to look into the particular crucial elements that really help to determine the expectations which buyers have regarding the fast food market and his or her perceptions of good quality through experience. The organizations under study were Pizza Hut, Hardees, KFC, McDonald's and Subway located in Lahore, Pakistan.An extensive review of the literature was carried out by reviewing research studies, books, site pages and journals etc. On the basis of that literature review and its inferences, a questionnaire was developed which was needed for this quantitative type of research. The data was collected from the customer of these restaurants. A sample of 407 customers was selected randomly. Data was compiled and statistically analyzed using SPSS and Microsoft Excel....
Cary Cavitt Service Starts with a Smile Cary Cavitt Service Starts with a Smile Новинка

Cary Cavitt Service Starts with a Smile

Customer service expert Cary Cavitt shares 69 ways to bring customers back time and again. Having personally served over 100,000 customers in the last 30 years, Cary is well aware of what it takes to attract and create customer loyalty. It really comes down to treating others the way that we would like to be treated. The tips are simple reminders of the importance of showing each customer kindness and respect. Each thought has stood the test of time and will continue to work for any type of organization that is looking to improve on customer service and gain repeat customers. A few testomonials... "Mr. Cavitt has an impeccable sense of customer service." ..."Cary's customer service skills are outstanding." ..."Cary is one of the most gifted people that I have met and known, especially equipped to consult with organizations in the whole area of customer service, customer retention, and customer loyalty."
Jill Fiedler-Kelly Introduction to Population Pharmacokinetic / Pharmacodynamic Analysis with Nonlinear Mixed Effects Models Jill Fiedler-Kelly Introduction to Population Pharmacokinetic / Pharmacodynamic Analysis with Nonlinear Mixed Effects Models Новинка

Jill Fiedler-Kelly Introduction to Population Pharmacokinetic / Pharmacodynamic Analysis with Nonlinear Mixed Effects Models

8492.56 руб. или Купить в рассрочку!
This book provides a user-friendly, hands-on introduction to the Nonlinear Mixed Effects Modeling (NONMEM) system, the most powerful tool for pharmacokinetic / pharmacodynamic analysis. • Introduces requisite background to using Nonlinear Mixed Effects Modeling (NONMEM), covering data requirements, model building and evaluation, and quality control aspects • Provides examples of nonlinear modeling concepts and estimation basics with discussion on the model building process and applications of empirical Bayesian estimates in the drug development environment • Includes detailed chapters on data set structure, developing control streams for modeling and simulation, model applications, interpretation of NONMEM output and results, and quality control • Has datasets, programming code, and practice exercises with solutions, available on a supplementary website
Jill Griffin Taming the Search-and-Switch Customer. Earning Customer Loyalty in a Compulsion-to-Compare World Jill Griffin Taming the Search-and-Switch Customer. Earning Customer Loyalty in a Compulsion-to-Compare World Новинка

Jill Griffin Taming the Search-and-Switch Customer. Earning Customer Loyalty in a Compulsion-to-Compare World

1881.07 руб. или Купить в рассрочку!
Praise for Taming the Search-and-Switch Customer «What an excellent wake-up call! Your company's most valuable asset—your loyal customers—have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business.»? —Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development «In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers.» —Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc. «Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!» —Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty «Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today.» —Robert Stephen, founder, The Geek Squad «In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read.» —Ken DeAngelis, general partner, Austin Ventures «Griffin is pure loyalty genius!» —Kelly Cook, vice president, Customer Engagement/CRM, Waste Management
Cuadra-Sanchez Antonio Quality of Experience Engineering for Customer Added Value Services. From Evaluation to Monitoring Cuadra-Sanchez Antonio Quality of Experience Engineering for Customer Added Value Services. From Evaluation to Monitoring Новинка

Cuadra-Sanchez Antonio Quality of Experience Engineering for Customer Added Value Services. From Evaluation to Monitoring

9725.77 руб. или Купить в рассрочку!
The main objective of the book is to present state-of-the-art research results and experience reports in the area of quality monitoring for customer experience management, addressing topics which are currently important, such as service-aware future Internet architecture for Quality of Experience (QoE) management on multimedia applications. In recent years, multimedia applications and services have experienced a sudden growth. Today, video display is not limited to the traditional areas of movies and television on TV sets, but these applications are accessed in different environments, with different devices and under different conditions. In addition, the continuous emergence of new services, along with increasing competition, is forcing network operators and service providers to focus all their efforts on customer satisfaction, although determining the QoE is not a trivial task. This book addresses the QoE for improving customer perception when using added value services offered by service providers, from evaluation to monitoring and other management processes.
Jamal Shirin, Moshfeghyan Mahsa Leadership Styles on Job Satisfaction at Sallahadin University-Hawler Jamal Shirin, Moshfeghyan Mahsa Leadership Styles on Job Satisfaction at Sallahadin University-Hawler Новинка

Jamal Shirin, Moshfeghyan Mahsa Leadership Styles on Job Satisfaction at Sallahadin University-Hawler

This research focuses, on the" impact of leadership styles on job satisfaction" at Salahaddin University-Hawler. The problem of this research defined in the following questions: What is the common leadership style follow by Salahaddin University leaders? And What is the impact of this style on SUH employee's job satisfaction? The main conclusions of this research were: that there were significant differences in leadership style due to managers' demographic characteristics, and that the authoritarian leadership style was preferred among Salahaddin University-Hawler leaders.
Jennifer Sonntag The impact of emotional branding on brand loyalty in the skin care market Jennifer Sonntag The impact of emotional branding on brand loyalty in the skin care market Новинка

Jennifer Sonntag The impact of emotional branding on brand loyalty in the skin care market

Master's Thesis from the year 2012 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 67, South Bank University London (Business), course: International Business, language: English, abstract: Satisfying customers is no longer sufficient for being successful in today's business environment. A number of studies suggest that more and more marketers aim to create emotional bonds between their brands and their consumers in order to enhance brand loyalty and the organisation's profitability. Emotional brand attachment plays an important role in marketing, particularly, in the cosmetics industry. Thus, the overall aim of this research is to investigate how emotional brand attachment affects brand loyalty in the skin care market in the UK and in Germany with a special focus on Nivea and Dove. Furthermore, the study focuses on a number of other research objectives, such as to find out what communications and branding strategies Dove and Nivea use and compare them in order to find out which brand is more successful in establishing brand loyalty and why. Other objectives are to evaluate whether addressing the consumer's actual or ideal self is more effective, to investigate what other factors impact brand loyalty and to what extent they moderate the effects of emotional brand attachment and to see if the impact of emotional brand attachment on brand loyalty differs in the German and the UK market. In order t...
Joel Scott Microsoft CRM For Dummies Joel Scott Microsoft CRM For Dummies Новинка

Joel Scott Microsoft CRM For Dummies

2411.97 руб. или Купить в рассрочку!
The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make informed decisions faster, and provide consistent service Provides expert tips and tricks to make the software work more effectively Explains how to achieve increased customer satisfaction, customer loyalty, and more profitable customer relationships Author is considered one of a handful of global experts on CRM for small- and medium-sized businesses
Andrew Sobel Making Rain. The Secrets of Building Lifelong Client Loyalty Andrew Sobel Making Rain. The Secrets of Building Lifelong Client Loyalty Новинка

Andrew Sobel Making Rain. The Secrets of Building Lifelong Client Loyalty

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Professionals who work with clients or large accounts can create lifetime relationships based on these well-researched secrets. Based drawing from extensive interviews with client executives, Making Rain offers a series of provocative insights on how to shed the expert-for-hire label and develop long-term advisory relationships. Exploding the popular myth of the «Rainmaker,» a dated and dysfunctional figure that clients no longer welcome, Andrew Sobel argues that any professional can learn to «make rain» on an ongoing basis with existing clients by developing a special set of skills, attitudes, and strategies. These innovative tips and techniques from a recognized leader in the field of professional services will enable any consultant, salesperson, or service professional to create enduring client loyalty.
Tobe Momah Loyalty Legends. ...living a life of abundance through the anointing. Tobe Momah Loyalty Legends. ...living a life of abundance through the anointing. Новинка

Tobe Momah Loyalty Legends. ...living a life of abundance through the anointing.

As we draw closer to the last days, the test of loyalty is going to get steeper. In Matthew 24:8,10, Jesus said, “All these are the beginning of sorrows. Then shall they deliver you up to be afflicted, and shall kill you: and ye shall be hated of all nations for my name’s sake. And then shall many be offended and betray one another, and shall hate one another.”This book is a “shot-in-the-arm” designed to motivate the Church in her loyalty walk with God on the earth. It chronicles examples of loyalty and disloyalty in the Bible and draws lessons from these examples that are applicable to today’s Church. Tobe Momah draws a co-relation between loyalty and legendary status, and examines the lives of past legends of the faith to illustrate this principle.
Brahmbhatt Mamta Service Quality Management in Banking Sector. Research Perspective Brahmbhatt Mamta Service Quality Management in Banking Sector. Research Perspective Новинка

Brahmbhatt Mamta Service Quality Management in Banking Sector. Research Perspective

The book discusses the primary data analysis of Service Quality and Customer Satisfaction among Private, Public and Foreign Sector Banks. Content of the book has been developed to fully support the researchers to conduct primary data analysis. Additionally, this book discusses various statistical tests like Factor Analysis, Normality Test, Run-Test, Mean and Standard Deviation Test, One Sample t-Test, Two Sample t-Test, Anova Test, Chi-Square Test, Correlation Analysis and Regression Analysis. It will be useful for Ph.D. scholars, researchers and academicians. This book is invaluable for anyone studying service quality in banking sector.
Klaus Schöfer Customer Evaluations of Service Failure and Recovery Encounters Klaus Schöfer Customer Evaluations of Service Failure and Recovery Encounters Новинка

Klaus Schöfer Customer Evaluations of Service Failure and Recovery Encounters

Doctoral Thesis / Dissertation from the year 2002 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1.3, University of Nottingham, language: English, abstract: Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company’s response to service failure and ... Die Arbeit erhielt den ITB Wissenschaftspreis 2004

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A comprehensive treatment on the use of quantitative modeling for decision making and best practices in the service industries Making up a significant part of the world economy, the service sector is a rapidly evolving field that is relied on to dictate the public's satisfaction and success in various areas of everyday life, from banking and communications to education and healthcare. Service Science provides managers and students of the service industries with the quantitative skills necessary to model key decisions and performance metrics associated with services, including the management of resources, distribution of goods and services to customers, and the analysis and design of queueing systems. The book begins with a brief introduction to the service sector followed by an introduction to optimization and queueing modeling, providing the methodological background needed to analyze service systems. Subsequent chapters present specific topics within service operations management, including: Location modeling and districting Resource allocation problems Short- and long-term workforce management Priority services, call center design, and customer scheduling Inventory modeling Vehicle routing The author's own specialized software packages for location modeling, network optimization, and time-dependent queueing are utilized throughout the book, showing readers how to solve a variety of problems associated with service industries. These programs are freely available on the book's related web site along with detailed appendices and online spreadsheets that accompany the book's «How to Do It in Excel» sections, allowing readers to work hands-on with the presented techniques. Extensively class-tested to ensure a comprehensive presentation, Service Science is an excellent book for industrial engineering and management courses on service operations at the upper-undergraduate and graduate levels. The book also serves as a reference for researchers in the fields of business, management science, operations research, engineering, and economics. This book was named the 2010 Joint Publishers Book of the Year by the Institute of Industrial Engineers.
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