The Impact of Service Quality on Organizational Performance. Does Market Orientation Matter? PDF Download

Author:
Publisher:
ISBN:
Category : Customer services
Languages : en
Pages : 88

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Author: Rohit Deshpande
Publisher: SAGE
ISBN: 0761916938
Category : Business & Economics
Languages : en
Pages : 330

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Book Description
Market orientation is best defined as an organization-level culture, a set of shared values and beliefs about putting the customer first in business planning. This book demonstrates the importance of market orientation on organizational culture (the shared set of values for putting customers first), on strategy (the creation of superior value for a firm's customers), and on tactics (the set of cross-functional activities directed at creating and satisfying customers).

Author: Robert E. Stevens
Publisher: Routledge
ISBN: 0789024160
Category : Business & Economics
Languages : en
Pages : 444

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Book Description
Here is the newest edition of a marketing research classic-the original edition was named an Outstanding Academic Book by Choice Magazine-updated to include essential information about online sources of data and Internet surveys, as well as an advanced statistical analysis chapter. You'll find step-by-step instructions to take you through the complete marketing research process, plus worksheets, sample proposals, questionnaires, and a copy of a final report-all designed to clarify the "how," "when," and "why" of marketing research.

Author: George S. Day
Publisher: Simon and Schuster
ISBN: 1471104478
Category : Business & Economics
Languages : en
Pages : 299

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Book Description
'Market Driven Strategy' is a buzzword that many business people use without fully grasping its meaning. Now George Day, the inventor of the phrase, follows up his groundbreaking book MARKET DRIVEN STRATEGY with practical advice for managers who want to better communicate with their customers, perform miles ahead of their competitors, and continually be responsive to both. Based on nearly a decade of research, teaching, and consulting on the topic, THE MARKET DRIVEN ORGANIZATION shows how to apply Day's essential marketing theories to an entire company. Complete with diagnostic questionnaires and other assessment tools to identify strengths and weaknesses and lead companies through change, THE MARKET DRIVEN ORGANIZATION is an indispensable guide that will provide managers with crucial insights drawn from the most thorough research of the decade.

Author: Christian Homburg
Publisher:
ISBN: 9783893332250
Category :
Languages : en
Pages : 70

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Author: Albert Caruana
Publisher:
ISBN:
Category : Industrial efficiency
Languages : en
Pages : 30

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Author: Roland T. Rust
Publisher: SAGE Publications
ISBN: 1506332676
Category : Business & Economics
Languages : en
Pages : 201

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The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing. Designed to advance the practice of delivering superior service, the field′s leading scholars and practitioners present a wealth of ideas that include measuring the managerial impact of service quality improvement, new methods of assessing the various elements of service quality, and philosophies about the nature of customer value. Presenting diverse points of view and revealing a variety of emerging ideas, the editors conclude with a look toward the future of service quality. An exhilarating--and sometimes demanding--change of pace, Service Quality is essential for professionals, researchers, scholars, and students in marketing studies.

Author: Pervaiz K. Ahmed
Publisher: Routledge
ISBN: 1136394583
Category : Business & Economics
Languages : en
Pages : 320

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A clear-sighted introduction to a complex subject, 'Internal Marketing' provides the reader with a succinct overview of the most recent thinking and practice. The text begins by defining what internal marketing is and how it can work, and from this foundation: * Outlines state-of-the-art thinking and practice * Demonstrates how internal marketing can be used to facilitate such diverse strategies as TQM, New Product Development and Change Management * Highlights the techniques managers need to understand to use IM effectively within their organizations * Contains a range of international and up to the minute examples and cases of best practice from companies around the world Throughout the book the emphasis is on understanding the principles that have made internal marketing such a potent force within leading corporations. This is combined with a pragmatic assessment of the many challenges involved in making it a reality within an organization.

Author: EUGENE OKYERE-KWAKYE
Publisher: Lulu.com
ISBN: 130080615X
Category : Business & Economics
Languages : en
Pages : 66

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Book Description
The book gives a highlight on the relationship between service quality and organisational performance using a Ghanaian hotel as a case study. It provides a preview on the essense of serving customers to meet or exceed customer's expectations.

Author: Krzysztof Borodako
Publisher: Edward Elgar Publishing
ISBN: 1839109556
Category : Business & Economics
Languages : en
Pages : 224

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Book Description
This timely book proposes a new perspective on building innovation in companies providing business services. Implementing an innovation orientation paradigm based on six pillars – strategy, organisational culture, human resources, structure and process, marketing, and technology – it sets out a framework for achieving innovation through knowledge management.