Download or read book Consumers Perceptions of Service Quality in the Intellectual Disability Field and the Implications for Marketing and Management written by Lynette E. Farrell and published by . This book was released on 1991 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Service Quality written by Roland T. Rust and published by SAGE Publications. This book was released on 1993-11-15 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Service Quality written by Roland T. Rust and published by SAGE Publications. This book was released on 1993-11-15 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.
Download or read book Services Management Conceptualizing and Measuring Customer Perceived Service Quality written by Tim Ebner and published by GRIN Verlag. This book was released on 2013-02-12 with total page 31 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, 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 illustrates why generality of theories is useful in Marketing Research and how it can be achieved. Moreover, an adequate framework to justify or reject particular concepts and measurements of service quality is provided. In the third section, the paper continues with the introduction of concepts and measurements of service quality. Attention is given to broader approaches as well as specific approaches of service quality. The paper combines these approaches in the fourth section with the help of the diagnostic framework provided before in order to achieve a concept of CPSQ with an optimal degree of generality. Thereafter the paper closes with a conclusion that gives a résumé on the results of this work.
Download or read book Disability and Shopping written by Ieva Eskytė and published by Routledge. This book was released on 2019-01-09 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Disability and Shopping:Customers, Markets and the State provides an examination of the diverse experiences and perspectives of disabled customers, industry and civil society. It discusses how the interaction between the three stakeholders should be shaped at aiming to decrease inequality and marginalisation. Shopping is a part of everyday modern life and yet businesses struggle to adequately meet the needs of 80 million disabled customers in the European Union single market. While there has been extensive research into how individuals engage in customer roles and experience, and how businesses and policies both shape and respond to these, little is known of the same dynamics and practices regarding people with impairments. This book addresses this need by revealing the perspectives, interactions and experiences of disabled customers and their interaction with policy and business. It will be required reading for all scholars and students of disability studies, sociology, marketing and customer relations.
Download or read book Enhancing the Quality of Life of People with Intellectual Disabilities written by Ralph Kober and published by Springer Science & Business Media. This book was released on 2010-09-24 with total page 435 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book contains a series of articles, written by international experts in the fields of intellectual disability and quality of life, that explore a broad range of issues that impact on the quality of life of people with intellectual disabilities and their families. The book commences with a general discussion on defining quality of life and family quality of life and the appropriateness of using these constructs in the field of intellectual disability, and is followed by an analysis on the effects of living arrangements and employment on quality of life. The book concludes with discussions on the unique issues facing children with intellectual disabilities and people living in developing countries and the effect these issues have upon their quality of life.
Download or read book The Impact of Involvement on the Consumer s Perception of Service Quality written by Timothy A. Longfellow and published by . This book was released on 1989 with total page 670 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Handbook of Research on the Interplay Between Service Quality and Customer Delight written by Sarma, Sarmistha and published by IGI Global. This book was released on 2023-01-31 with total page 462 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research in the field of service quality and consumer behavior has developed in many dimensions in the past decade. A number of models have been developed to determine the factors leading to satisfaction; however, within the past few years, scholars have proved that satisfaction is not sufficient to leave a strong mark in the minds of the customers. Service quality and customer delight have been the buzzwords in the business world in recent times as scholars have proven that customer delight is the key to customer retention. The Handbook of Research on the Interplay Between Service Quality and Customer Delight considers how companies around the world in a cross-cultural environment are dealing with service quality and customer delight and proposes a global outlook on the current trends, tactics, and opportunities. Covering key topics such as buyer funnels, consumer dissonance, and digital solutions, this reference work is ideal for business owners, managers, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.
Download or read book Consumer Perceptions of Services for People with Severe and Profound Intellectual Disabilities written by Margaret Gerry and published by . This book was released on 1996 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Service Quality written by Stephen Walter Brown and published by Lexington Books. This book was released on 1991 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com.
Download or read book Consumers Perceptions of Customer Service and Its Effect on Purchase Decisions written by Desiree B. Grater and published by . This book was released on 1988 with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Determinants of Consumers Perceptions of Service Quality written by Meng-Kuan Lai and published by . This book was released on 19?? with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Consumers perceptions of quality value and satisfaction written by Linda Pearl Shank and published by . This book was released on 2003 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Your Customers Perception of Quality written by Baboo Kureemun and published by CRC Press. This book was released on 2011-04-25 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book Ten Lessons for Improving Service Quality written by Leonard L. Berry and published by . This book was released on 1993 with total page 40 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Consumer Perception written by Gatheca Peter and published by LAP Lambert Academic Publishing. This book was released on 2015-07-20 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The quality of customer service has been found to a critical differentiating factor for service Companies. Customers are becoming more sophisticated in their requirements and are increasingly demanding higher standards of services.Many service Companies have woken up to the need of improving customer services to compete in today's highly competitive service environment in-order to attract and keep their customers satisfied. This book is based on study of consumer perception.The objective of the study was to investigate consumers' expectations and perceptions of service quality offered by KPLC easy pay service.A sample of 100 Kenya power company customers were picked randomly at pay-points and questionnaires administered.Data collected was analyzed using frequency distributions, percentages, mean scores and standard deviation.Findings indicate that perception is hinged on five dimensions-reliability, responsiveness, assurance, empathy and tangibility.Customers'expectations on a service organizations' performance along all the five dimensions used in the study was found to be high.Perceived service quality gap was tested using paired tailed test with 0.05 significance lev
Download or read book Consumer Expectations of Services and Their Effect on Perceived Service Quality written by Lawrence Olin Hamer and published by . This book was released on 1996 with total page 422 pages. Available in PDF, EPUB and Kindle. Book excerpt: Much of the research that falls under the umbrella of "services research" has been concerned with perceived service quality. Researchers who try to explain and predict perceived service quality view consumer expectations of services as an important construct in the perceived quality formation process. Expectations have been conceptually defined in a manner which seems to indicate that expectations act as reference points for the evaluation of perceived performance in the evaluation of service quality. There is also evidence which indicates that services' marketing practitioners also believe expectations are reference points. However, the two dominant paradigms of perceived service quality offer an oversimplified view of the role of expectations. This dissertation empirically investigates expectations and their role, as reference points, in the perceived service quality formation process. It furthers the current state of knowledge about consumer expectations of services in two ways. First, the operationalization of the expectations construct is expanded to three levels in the present study. Regression analysis is used to demonstrate that the three level operationalization is superior, in terms of its ability to predict perceived quality, than a one or two level operationalization. Second, it is shown that expectations, because of their roles as reference points, have a significant and complex impact on service quality evaluations. Third, a new operationalization of perceived service quality, the evaluative operationalization, is offered by the present dissertation. It is shown that the evaluative operationalization overcomes the major shortcomings of the current operationalizations of perceived service quality.
