Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 1990 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business.
Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Free Press. This book was released on 2009-03-25 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Delivering Satisfaction and Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2001 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Delivering Quality Health Services A Global Imperative written by OECD and published by OECD Publishing. This book was released on 2018-07-05 with total page 100 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report describes the current situation with regard to universal health coverage and global quality of care, and outlines the steps governments, health services and their workers, together with citizens and patients need to urgently take.
Download or read book Quality of Service written by Paul Ferguson and published by . This book was released on 1998-02-09 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Develop cost-effective, long-term solutions to your network traffic control problems. Even if you can find the money to do it, overengineering your network will not solve your traffic flow problems. As the authors of this groundbreaking guide clearly demonstrate, the best long-term solution to network congestion and bottlenecks can be found in a set of Quality of Service (QoS) architectures, policies, and technologies known as differentiated Classes of Service (CoS). Quality of Service is a valuable working resource for technical managers charged with solving the problem of how to handle the exploding volume of traffic on their companies' networks. The authors explore the roots of the current network traffic control crisis and they provide a realistic assessment of the gamut of standard, new, and emerging QoS/CoS technologies. They consider all crucial, design, cost, and support issues surrounding quality of service deployment for all types of networks, including intranets and multimedia networks. And they provide managers with a rational framework for finding the most cost-effective QoS/CoS solutions to their organizations' long-term networking goals. Key technical issues covered include: * Queuing disciplines, traffic shaping, and admission control techniques * Quality and differentiation hooks found in TCP/IP * Getting the most out of Frame Relay and ATM technologies * QoS/CoS techniques for dial-up services * Integrated Services Architecture and RSVP. Visit this book's companion website at www.wiley.com/compbooks/ferguson
Download or read book Surviving Supply Chain Integration written by National Research Council and published by National Academies Press. This book was released on 2000-03-23 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: The managed flow of goods and information from raw material to final sale also known as a "supply chain" affects everythingâ€"from the U.S. gross domestic product to where you can buy your jeans. The nature of a company's supply chain has a significant effect on its success or failureâ€"as in the success of Dell Computer's make-to-order system and the failure of General Motor's vertical integration during the 1998 United Auto Workers strike. Supply Chain Integration looks at this crucial component of business at a time when product design, manufacture, and delivery are changing radically and globally. This book explores the benefits of continuously improving the relationship between the firm, its suppliers, and its customers to ensure the highest added value. This book identifies the state-of-the-art developments that contribute to the success of vertical tiers of suppliers and relates these developments to the capabilities that small and medium-sized manufacturers must have to be viable participants in this system. Strategies for attaining these capabilities through manufacturing extension centers and other technical assistance providers at the national, state, and local level are suggested. This book identifies action steps for small and medium-sized manufacturersâ€"the "seed corn" of business start-up and developmentâ€"to improve supply chain management. The book examines supply chain models from consultant firms, universities, manufacturers, and associations. Topics include the roles of suppliers and other supply chain participants, the rise of outsourcing, the importance of information management, the natural tension between buyer and seller, sources of assistance to small and medium-sized firms, and a host of other issues. Supply Chain Integration will be of interest to industry policymakers, economists, researchers, business leaders, and forward-thinking executives.
Download or read book Good Services written by Louise Downe and published by BIS Publishers. This book was released on 2020-03-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.
Download or read book Delivering Quality Healthcare for People With Disability written by Suzanne C. Smeltzer and published by Sigma Theta Tau. This book was released on 2021-01-18 with total page 221 pages. Available in PDF, EPUB and Kindle. Book excerpt: Disability is a universal aspect of the human experience. It will affect all of us, either directly or indirectly, at some point in our lives. Healthcare professionals frequently provide care for and communicate with people who have disability. Many care providers have acknowledged that additional education would help them deliver optimal evidence-based care. The educational gap has broad implications and repercussions for the care of this population. Delivering Quality Healthcare for People With Disability provides a road map for nurses, nursing students, and other healthcare professionals to deliver quality healthcare for individuals with dis-ability. From social determinants of health to disability models to an understanding of different types of disability, author Suzanne Smeltzer helps nurses take the lead in redefining education and addressing the needs of people with disability.
Download or read book Tourism and Hospitality Marketing written by Simon Hudson and published by SAGE. This book was released on 2009-05-12 with total page 490 pages. Available in PDF, EPUB and Kindle. Book excerpt: With over 70 global case studies and vignettes, this textbook covers all the key marketing principles applied to tourism and hospitality, showing how these concepts work in practice and demonstrating the diverse range of tourism and hospitality products on offer. Chapters are packed with pedagogical features that will help readers consolidate their learning, including: - Chapter objectives - Key terms - Discussion questions and exercises - Links to useful websites - Profiles of successful individuals and organizations Tourism and Hospitality Marketing is accompanied by a website that offers lecturers answers to the discussion questions and exercises in the book, case study questions, a test bank, PowerPoint slides and a list of additional teaching resources.
Download or read book Quality Assurance in Healthcare Service Delivery Nursing and Personalized Medicine Technologies and Processes written by Lazakidou, Athina and published by IGI Global. This book was released on 2011-09-30 with total page 301 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality of life is difficult to define and even more difficult to measure; as such, outcomes from nursing in continuing care are not easily articulated. Quality Assurance in Healthcare Service Delivery, Nursing and Personalized Medicine: Technologies and Processes offers a framework for measuring quality of service in the healthcare industry as it pertains to nursing, with insight into how new technologies and the design of personalized medicine have improved quality of care and quality of life. Assessment and feedback are a vital part of developing and designing personalized medicine, and this book details case studies and the latest research in the field of healthcare service delivery assessment. In addition to describing assessment methodology, the book is also a compendium of the latest research into new medical technologies.
Download or read book OECD Rural Studies Delivering Quality Services to All in Alentejo Preparing Regions for Demographic Change written by OECD and published by OECD Publishing. This book was released on 2022-04-22 with total page 78 pages. Available in PDF, EPUB and Kindle. Book excerpt: This publication is part of the OECD workstream on Preparing Regions for Demographic Change. It elaborates a case study for the Portuguese region of Alentejo and focuses on improving the delivery of educational services taking into account the multi-level governance context.
Download or read book Crossing the Quality Chasm written by Institute of Medicine and published by National Academies Press. This book was released on 2001-07-19 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: Second in a series of publications from the Institute of Medicine's Quality of Health Care in America project Today's health care providers have more research findings and more technology available to them than ever before. Yet recent reports have raised serious doubts about the quality of health care in America. Crossing the Quality Chasm makes an urgent call for fundamental change to close the quality gap. This book recommends a sweeping redesign of the American health care system and provides overarching principles for specific direction for policymakers, health care leaders, clinicians, regulators, purchasers, and others. In this comprehensive volume the committee offers: A set of performance expectations for the 21st century health care system. A set of 10 new rules to guide patient-clinician relationships. A suggested organizing framework to better align the incentives inherent in payment and accountability with improvements in quality. Key steps to promote evidence-based practice and strengthen clinical information systems. Analyzing health care organizations as complex systems, Crossing the Quality Chasm also documents the causes of the quality gap, identifies current practices that impede quality care, and explores how systems approaches can be used to implement change.
Download or read book Going Public written by Jonathan Brock and published by Cornell University Press. This book was released on 2003 with total page 332 pages. Available in PDF, EPUB and Kindle. Book excerpt: Going Public examines the forces affecting labor and management and the prospects for adopting service-oriented cooperative relationships as a key strategy for meeting the expanded demands on the public sector.
Download or read book Delivering High Quality Cancer Care written by Committee on Improving the Quality of Cancer Care: Addressing the Challenges of an Aging Population and published by National Academies Press. This book was released on 2014-01-10 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the United States, approximately 14 million people have had cancer and more than 1.6 million new cases are diagnosed each year. However, more than a decade after the Institute of Medicine (IOM) first studied the quality of cancer care, the barriers to achieving excellent care for all cancer patients remain daunting. Care often is not patient-centered, many patients do not receive palliative care to manage their symptoms and side effects from treatment, and decisions about care often are not based on the latest scientific evidence. The cost of cancer care also is rising faster than many sectors of medicine--having increased to $125 billion in 2010 from $72 billion in 2004--and is projected to reach $173 billion by 2020. Rising costs are making cancer care less affordable for patients and their families and are creating disparities in patients' access to high-quality cancer care. There also are growing shortages of health professionals skilled in providing cancer care, and the number of adults age 65 and older--the group most susceptible to cancer--is expected to double by 2030, contributing to a 45 percent increase in the number of people developing cancer. The current care delivery system is poorly prepared to address the care needs of this population, which are complex due to altered physiology, functional and cognitive impairment, multiple coexisting diseases, increased side effects from treatment, and greater need for social support. Delivering High-Quality Cancer Care: Charting a New Course for a System in Crisis presents a conceptual framework for improving the quality of cancer care. This study proposes improvements to six interconnected components of care: (1) engaged patients; (2) an adequately staffed, trained, and coordinated workforce; (3) evidence-based care; (4) learning health care information technology (IT); (5) translation of evidence into clinical practice, quality measurement and performance improvement; and (6) accessible and affordable care. This report recommends changes across the board in these areas to improve the quality of care. Delivering High-Quality Cancer Care: Charting a New Course for a System in Crisis provides information for cancer care teams, patients and their families, researchers, quality metrics developers, and payers, as well as HHS, other federal agencies, and industry to reevaluate their current roles and responsibilities in cancer care and work together to develop a higher quality care delivery system. By working toward this shared goal, the cancer care community can improve the quality of life and outcomes for people facing a cancer diagnosis.
Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Download or read book Be Our Guest written by Disney Institute and published by . This book was released on 2003-06 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.
