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Author: Baboo Kureemun Publisher: CRC Press ISBN: 1439891230 Category : Business & Economics Languages : en Pages : 216
Book Description
Providing the insight and tools needed to improve the perception your customers have about the quality of your product or service, Your Customers' Perception of Quality: What It Means to Your Bottom Line and How to Control It introduces a ground-breaking model for measuring the impact of quality perception on your bottom line. Allowing you to look
Author: Baboo Kureemun Publisher: CRC Press ISBN: 1439891230 Category : Business & Economics Languages : en Pages : 216
Book Description
Providing the insight and tools needed to improve the perception your customers have about the quality of your product or service, Your Customers' Perception of Quality: What It Means to Your Bottom Line and How to Control It introduces a ground-breaking model for measuring the impact of quality perception on your bottom line. Allowing you to look
Author: George N. Kenyon Publisher: Springer ISBN: 1447166272 Category : Technology & Engineering Languages : en Pages : 269
Book Description
Exploring the concept of quality management from a new point of view, this book presents a holistic model of how consumers judge the quality of products. It links consumer perceptions of quality to the design and delivery of the final product, and presents models and methods for improving the quality of these products and services. It offers readers an improved understanding of how and why the design process must consider how the consumer will perceive a product or service. In order to facilitate the presentation and understanding of these concepts, illustrations and case examples are also provided throughout the book. This book provides an invaluable resource for managers, designers, manufacturers, professional practitioners and academics interested in quality management. It also offers a useful supplementary text for marketing and quality management courses.
Author: Baboo Kureemun Publisher: CRC Press ISBN: 1439845824 Category : Business & Economics Languages : en Pages : 228
Book Description
Providing the insight and tools needed to improve the perception your customers have about the quality of your product or service, Your Customers' Perception of Quality: What It Means to Your Bottom Line and How to Control It introduces a ground-breaking model for measuring the impact of quality perception on your bottom line. Allowing you to look at quality from an outside-in, truly customer-centric perspective, the authors pave a concrete connection between enhanced customer perception and increased profitability. The book introduces cutting-edge concepts in customer-centric quality—explaining exactly how to identify, plan, cost justify, manage, and deliver consistent improvements to the factors that matter most to your customers. Helping you harness the power of the universal set of tools, techniques, and methods at your disposal in the field of quality, the book: Unveils a model that provides quantifiable information for determining the impact of customer perception on your bottom line Details a strategic model for attaining long-term benefits—including the tools required to make the necessary tactical changes Includes a wealth of customizable tools to help kick-start implementation efforts The text clearly illustrates how to implement methods proven to improve operational efficiencies, foster customer loyalty, and drive increased revenue through positive word of mouth. Complete with helpful checklists, templates, tools, and detailed instructions on how to tailor them to your company, the authors guide you through the path of evaluating, analyzing, and implementing the value-adding adjustments needed to drive profits and boost customer loyalty.
Author: Valarie A. Zeithaml Publisher: Simon and Schuster ISBN: 1439137471 Category : Business & Economics Languages : en Pages : 185
Book Description
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Author: Richard L. Oliver Publisher: M.E. Sharpe ISBN: 0765628872 Category : Business & Economics Languages : en Pages : 546
Book Description
Designed for advanced MBA and doctoral course in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables--product or service. Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret (what might have been). The chapters in atisfaction culminate in Oliver's detailed model of consumption processing and his satisfaction measurment scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.
Author: Stormy Friday Publisher: John Wiley & Sons ISBN: 9780471023227 Category : Business & Economics Languages : en Pages : 244
Book Description
As a facility manager, you're concerned with building quality into your operation but possibly unsure about how to go about it in a systematic way. Perhaps it's because a Total Quality Management program seems too imposing and costly for your department to undertake. Or maybe you're leery of certain aspects of such a concerted effort, like measuring quality or marketing facility services, because they've never been adequately explained to you. Possessing considerable backgrounds in facility management, Stormy Friday and Dave Cotts understand these uncertainties. In Quality Facility Management, they have pooled their knowledge and experience to develop a comprehensive resource that demystifies the quality movement and shows you how to apply the old-fashioned but enduring commonsense principles of quality management often overshadowed by TQM. Flecked with humor and written as if the authors were simply talking to you, this refreshing new book identifies the five major elements underpinning any effective quality facility management program and takes you step by step through each one in a detailed yet accessible way. Gradually, you learn how to put these elements all together and—by incorporating selected modern techniques—devise a program to meet your specific situation. With the help of real-world examples, checklists, and other how-to aids, Quality Facility Management reveals: Why customers must be the driving force behind your quality effort, how you can exceed customers' performance expectations, and how you can effectively recover from service mistakes How quality facility management has its roots in TQM, what constitutes the major aspects of a TQM program, and how you can implement quality facility management without a full-blown TQM program Which aspects of your operation need to be measured and evaluated, which measuring tools should be used, and how to get your customers involved in the measurement process How to develop a facility marketing plan that increases awareness of your services, improves your image as a provider, and acts as an "insurance policy" in retaining the support of senior management in the face of organizational upheaval How to engineer a program of continuous quality improvement by assuming a specific leadership role, empowering frontline staff, instituting effective customer service training, and partnering with vendors The final chapter provides a bounty of practical case histories of companies that are realizing quality facility management right now, including major organizations like Celestica, Bell Atlantic, Hewlett-Packard, and Lockheed. Here, you'll find ample evidence of quality tools and strategies at work—from interior preventive maintenance crews to staff productivity improvements, infrastructure planning teams to customer satisfaction programs. Indeed, whether you're in the public or private sector, in a large or small facility, part of an in-house organization or a contracted firm, Quality Facility Management enables you to plan, organize, staff, direct, and evaluate for quality, so that you maximize your department's responsiveness to customers and your value to top management. Quality facility management is the only way to do business. Here's the only way to do quality facility management. Facility managers want to answer the call for quality but many feel they don't have the resources or guidance to make it an essential feature of their operation. Total Quality Management programs require too much of them and various aspects of the quality effort, whether it's quality measurement or facility marketing, seem hard to carry out or even beside the point. Finally there's a sensible guide that enables you to build quality into your department simply by applying basic, old-fashioned quality principles and selected modern techniques—Quality Facility Management With the assistance of examples, checklists, and other handy tools, this invigorating resource reveals the five key aspects of quality facility management and shows you how to bring them all together to develop a program that fits your particular circumstances. Emphasizing why your customers are the driving force behind your quality efforts, Quality Facility Management helps you: Surpass customers' performance expectations and recover effectively from even the most damaging mistakes Provide quality facility management without implementing a formal TQM program Accurately measure critical aspects of your operation and act effectively on that feedback Devise a facility marketing plan that enhances your department's image with customers and top management Put a program of continuous quality improvement into effect through leadership, staff training and empowerment, vendor collaborations, and other proven means Packed with case studies of facility managers who are building quality into their operation, Friday and Cotts's Quality Facility Management illustrates how your quest for quality can dramatically upgrade customer and senior management satisfaction—without draining department resources.
Author: Lynn J. Frewer Publisher: Springer Science & Business Media ISBN: 3662046016 Category : Technology & Engineering Languages : en Pages : 467
Book Description
A unique insight into the decision-making and food consumption of the European consumer. The volume is essential reading for those involved in product development, market research and consumer science in food and agro industries and academic research. It brings together experts from different disciplines in order to address the fundamental issues related to predicting food choice, consumer behavior and societal trust in quality and safety regulatory systems. The importance of the social and psychological context and the cross-cultural differences and how they influence food choice are also covered in great detail.
Author: Shuang Wu Publisher: Springer Nature ISBN: 3030391655 Category : Business & Economics Languages : en Pages : 701
Book Description
This proceedings volume explores marketing opportunities and challenges that exist in the current, fast-changing landscape of the global marketplace. Current global issues such as the rising middle class in emerging markets, disruptive technological breakthroughs, big data analytics, changing consumer habits and concerns over national trade policies have renewed ethical concerns around consumer privacy and the tools companies use to operate, market to, connect and build a relationship with their customers. Featuring the full proceedings from the 2019 Academy of Marketing Science (AMS) Annual Conference held in Vancouver, Canada, this book explores and assess the rate of change that drives companies to evaluate and adapt their marketing strategies to remain competitive. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses, and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complementing the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review (AMSR). Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Author: Denisa Elena Vlad Publisher: Springer Nature ISBN: 3658288671 Category : Business & Economics Languages : en Pages : 228
Book Description
Denisa Elena Vlad highlights the influence of social media and emotions on the consumer and his perception of the quality of products. She brings attention to new popular concepts like “post-truth” and “fake news” as well as the relationship between these concepts and human emotions. The author defines the concept of quality and highlights its subjectivity, clarifying the influence of social media by creating expectations among all consumers and how their emotions reconfigure business and all information presented online.
Author: Baboo Kureemun
Author: Baboo Kureemun
Author: George N. Kenyon
Author: Baboo Kureemun
Author: Valarie A. Zeithaml
Author: Richard L. Oliver
Author: John A. Woods
Author: Stormy Friday
Author: Lynn J. Frewer
Author: Shuang Wu
Author: Denisa Elena Vlad