SERVICE QUALITY AND ORGANISATIONAL PERFORMANCE PDF Download

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: Anthony Ike Chukwuma
Publisher: AuthorHouse
ISBN: 1728394988
Category : Business & Economics
Languages : en
Pages : 406

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Book Description
Anthony Ike Chukwuma is a service quality and customer service strategist. He is a motivational speaker, trainer and conference speaker whose wealth of experience has a tremendous potential to facilitate the growth and improved performance of organisations. He is married with children.

Author: Catherine Prentice
Publisher: Springer Nature
ISBN: 9819918650
Category : Computers
Languages : en
Pages : 180

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Book Description
This book takes a fresh stance and views EI and AI as services that are provided by service employees and machines as organisational offerings to customers. As emotional intelligence (EI) and artificial intelligence (AI) have been cited to have broad effects on individuals, businesses and beyond, this book is focused on the organisational context, specifically how they affect employees and customers from a marketing perspective. The stance in this book is consistent with the conceptualisation of a service. This book holds that intelligence in businesses must turn into organisational assets to manifest their values. Further, this book explores this service-dominant logic era, and compared to tangible products, service plays a key role in organisational performance and customer relationship with the organisation. Intelligence exhibited either by human or machine is not a tangible product, but can be utilised as a service to assist employees in performing tasks and delivering services as well as facilitating business transaction and customer experience. This book is structured as follows. Chapters 2 and 3 demystify emotional and artificial intelligence, from different perspectives, including conceptualisations, the history and evolution of the concepts, how they function and where they can apply to. These discussions help readers understand what exactly these two intelligences are. Chapters 4 and 5 analyse how emotional intelligence is related to employees and customers, respectively, with a focus on service organisations. Chapters 6–8 are dedicated to anatomising AI and how it is operationalised as a service to influence employees and customers. Specifically, viewing AI as a service, Chapter 6 examines the impact of AI service quality and how it is related to employee service quality. Chapter 7 analyses the influence of AI service quality on customers. Based on the discussion in Chapters 6 and 7, Chapter 8 is extended to develop a scale to measure such AI service, named AI service quality. The last three chapters of this book integrate EI and AI to analyse their respective impacts on employees and customers. Chapter 9 proposes EI as a moderator of AI, whereas Chapter 10 proposes AI as a moderator of EI. Chapter 11 employs service profit chain to integrate EI and AI in the chain relationship to understand their effects on both employees and customers. This chapter broadly covers the service industry with a focus on tourism and hospitality sector. The discussion on the impact of EI and AI is complemented with empirical studies conducted in tourism or hospitality context to address their effects in these sectors.

Author: Bhaskar Mukherjee
Publisher: Archers & Elevators Publishing House
ISBN: 8194988977
Category : Antiques & Collectibles
Languages : en
Pages :

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Author: Peter Hernon
Publisher: American Library Association
ISBN: 0838913105
Category : Language Arts & Disciplines
Languages : en
Pages : 552

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Book Description
This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.

Author: Peter Hernon
Publisher: American Library Association
ISBN: 9780838907894
Category : Business & Economics
Languages : en
Pages : 204

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Book Description
Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.

Author: Ooi Keat Gin
Publisher: Penerbit USM
ISBN: 9838616621
Category : Education and state
Languages : en
Pages : 295

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Book Description
USM became the first institution of higher learning to be inducted in Malaysia’s APEX in early September 2008. With induction into APEX, the Ministry of Higher Education (MQHE) is expecting USM to be amongst the world‘s top I00 universities by the year 2013, and in the elite 50 by 2020. Excellence and Sustainability." USM and the APEX Jozlrney, Volume I: The Road Ahead charts the experiences of the University’s community (staff and students) drawn from the research findings of the APEX University Research Agenda (AURA) Project (2008-2014). AURA’s researchers focused on the pre-APEX phase (last quarter of 2008), the period prior to the implementation of the transformation plan. Basically, Volume I: The Road Ahead examines the readliness of staff (academic and non-academic) and students (undergraduates and postgraduates) in gearing themselves for the challenges ahead in the context of APEX.

Author: Stephen Bach
Publisher: John Wiley & Sons
ISBN: 1119991536
Category : Business & Economics
Languages : en
Pages : 450

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Book Description
This revised edition is a comprehensive, authoritative set of essays. It is more detailed and analytical than the mainstream treatments of HRM. As in previous editions, Managing Human Resources analyses HRM, the study of work and employment, using an integrated multi-disciplinary approach. The starting point is a recognition that HRM practice and firm performance are influenced by a variety of institutional arrangements that extend beyond the firm. The consequences of HRM need to incorporate analysis of employees and other stakeholders as well as the implications for organizational performance.

Author: Ritu Mehta
Publisher: Taylor & Francis
ISBN: 0429515456
Category : Social Science
Languages : en
Pages : 197

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Book Description
This book looks at customer value creation through marketing decisions and analyses the critical phases of theoretical and methodological advancements in solving certain problems and customer-centric issues that firms face. The chapters highlight how theories have been borrowed from sociology, psychology and economics to understand phenomena such as customer preferences and decision-making, and how operations research and statistical tools have been applied to take optimal decisions on marketing-related issues such as channel management and pricing. The volume covers an array of topics including marketing orientation, consumer behaviour, and marketing mix comprising the elements of product, price, promotion and place. The articles offer both methodological and theoretical contributions, and also discuss some key results of implementation of marketing strategies by various firms. This book will be of interest to researchers and students of marketing, consumer behaviour, business management, economics, finance, international marketing, services marketing and international business.

Author: Sinha, Mudita
Publisher: IGI Global
ISBN:
Category : Business & Economics
Languages : en
Pages : 393

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Book Description
To succeed, businesses must keep up with the ever-changing technological landscape and constantly introduce new advancements. The rise of digitalization has wholly transformed how companies interact with their customers, presenting both opportunities and challenges. Marketing professionals are inundated with data and need guidance on leveraging it effectively to craft successful marketing strategies. Additionally, the ethical and privacy concerns surrounding the collection and use of customer data make the marketing landscape even more complex. Improving Service Quality and Customer Engagement With Marketing Intelligence is a groundbreaking book that offers a comprehensive solution to these challenges. This book is a must-read for marketing professionals, business owners, and students, providing a practical guide to navigating the digital age. It explores the impact of digitalization on marketing practices. It offers insights into customer behavior, equipping readers with the knowledge and skills needed to thrive in today's competitive market. The book's interdisciplinary approach integrates insights from marketing, technology, data science, and ethics, giving readers a holistic understanding of marketing intelligence.