Download or read book Improving Service Quality in the Global Economy written by Michael Milakovich and published by CRC Press. This book was released on 2005-08-03 with total page 427 pages. Available in PDF, EPUB and Kindle. Book excerpt: Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su

Download or read book Improving Service Quality in the Global Economy written by Michael Milakovich and published by Auerbach Publications. This book was released on 2005-08-03 with total page 432 pages. Available in PDF, EPUB and Kindle. Book excerpt: Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of successful customer service QI efforts in both the public and private sectors. The book emphasizes the selection and development of strategies for quality improvement in regulated public non-market-driven services such as education, government, and healthcare. This revised edition promotes managerial thinking that integrates QI and Knowledge Management (KM) concepts with leadership principles that enable effective responses to the changing demands of the global economy. The text provides step-by-step guidelines, recommendations, and action plans for implementing quality improvements in service sector industries, which now generate two-thirds of America's GDP. Throughout this volume, cases of successful QI efforts in service industries complement major points in each chapter, offering profiles of global service quality leaders that serve as examples to organizations in the public sector. Current and future managers will gain insight into how the global service quality revolution effects their daily work environments, inspiring improvement in products, services, and support that American companies provide to markets worldwide.

Download or read book Superior Customer Value written by Art Weinstein and published by Routledge. This book was released on 2018-12-07 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.

Download or read book Improving Service Quality written by Michael Milakovich and published by CRC Press. This book was released on 1995-03-01 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Organizations are struggling to improve customer-focused quality in today's highly competitive domestic and global markets. Better design, implementation, and daily management of quality improvement strategies is essential for survival. Quality improvement principles, when thoughtfully applied and appropriately modified to meet all types of customer demands, are a sound means to respond to changing markets. However, when various quality and productivity theories and methods are applied without changing the organizational culture, it is very difficult to consistently deliver quality results. This important new book focuses on quality improvement methods for high performance in public and private services not covered in other books: applications focus on construction, education, government, insurance, public utilities, health care, and nonprofit services. Rather than detailing the technical processes to achieve inspection, planning, quality auditing, statistics, or risk assessment, this book presents step-by-step guidelines, recommendations, and action plans for changing service organizations to implement quality improvements. Sound theory and careful strategic planning are presented to assist readers in developing an understanding of how to select the essential elements of systems that best fit their customers' needs.

Download or read book Handbook of Research on Creating Sustainable Value in the Global Economy written by Akkucuk, Ulas and published by IGI Global. This book was released on 2019-11-15 with total page 562 pages. Available in PDF, EPUB and Kindle. Book excerpt: During the first decade of the 21st century, the world has witnessed a plethora of corporate scandals, global economic crises, and rising environmental concerns. As a result of these developments, pressure has been mounting on businesses to pay more attention to the environmental and resource consequences of the products they produce and services they deliver. The Handbook of Research on Creating Sustainable Value in the Global Economy contains a collection of pioneering research on the integration of issues of sustainability within the traditional areas of management. While highlighting topics including green marketing, circular economy, and sustainable business, this book is ideally designed for managers, executives, environmentalists, economists, business professionals, researchers, academicians, and students in disciplines including marketing, economics, finance, operations management, communication science, and information technology.

Download or read book Digital Governance written by Michael E. Milakovich and published by Routledge. This book was released on 2012-04-23 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: The application of digital information and communication technologies (ICTs) to reform governmental structures, politics, and public administration is widely and perhaps naively viewed as the twenty-first century "savior," the enlightened way to reinvigorate democracy and improve the quality of citizen services. In this timely and thorough analysis, Michael Milakovich examines the assumptions underlying the ‘e-government revolution’ in light of the financial exigencies facing many commercial enterprises, governments and other organizations. Computer-driven information and communications technologies are impacting all aspects of public sector service delivery worldwide and many governments are moving away from an agency-centric toward a more citizen-centric approach to offering online services. This book explores the transition from electronic government (e-gov) to digital or d-governance, emphasizing the importance of citizen participation and information technology to accomplish the change. The chapters concentrate on strategies for public administration organizational transformation and their implications for improved and measurable government performance. Digital self-governance is a broader umbrella-term referring to the networked extension of ICT relationships to include faster access to the web, mobile service delivery, networking, teleconferencing and use of multi-channel information technologies to accomplish higher-level two-way transactions. The shift from bureaucracy-centered to customer-centric service orientation is viewed as a means to restore public trust and improve service quality: Digital governance is the next step for governments at all levels to reduce costs, meet citizen expectations, and achieve economic recovery goals.

Download or read book Staying Competitive in the Global Economy Compendium of Studies on Global Value Chains written by OECD and published by OECD Publishing. This book was released on 2008-06-11 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume is a compilation of the studies that underlie the synthesis report on global value chains, entitled Staying Competitive in the Global Economy: Moving Up the Value Chain.

Download or read book Management Innovations for Healthcare Organizations written by Anders Örtenblad and published by Routledge. This book was released on 2015-11-19 with total page 488 pages. Available in PDF, EPUB and Kindle. Book excerpt: Innovations in management are becoming more numerous and diverse, and are appearing in organizations providing many different kinds of products and services. The purpose of this book is to examine whether some widely-promoted examples of these management innovations – ranging from techniques such as Kaizen to styles of leadership and the management of learning – can usefully be applied to organizations which provide healthcare, and applied in different kinds of health systems. Management Innovations for Healthcare Organizations is distinctive in selecting a wide and diverse range and selection of managerial innovations to examine. No less distinctively, it makes an adaptive, critical scrutiny of these innovations. Neither evangelist nor nihilist, the book instead considers how these innovations might be adapted for the specific task of providing healthcare. Where evidence on these points is available, the book outlines that too. Consequently the book takes an international approach, with contributions from Europe, the Middle East, Australia and North America. Each contributor is an expert in the management innovation which they present. This combination of features makes the book unique.

Download or read book Emerging Research on Islamic Marketing and Tourism in the Global Economy written by El-Gohary, Hatem and published by IGI Global. This book was released on 2014-07-31 with total page 331 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book offers in-depth perspectives on the influence of Islam on consumer behavior, the travel industry, product development, and the promotion of goods and services, focusing on current trends and tools, comprehensive interviews, questionnaires, and emerging research"--Provided by publisher.

Download or read book The Service Productivity and Quality Challenge written by P.T. Harker and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 511 pages. Available in PDF, EPUB and Kindle. Book excerpt: 3 While all of these explanations seem to have merit, there is one dominant reason why the percentage of GDP and employment dedicated to services has continued to increase: low productivity. According to Baumol's cost disease hypothesis (Baumol, Blackman, and Wolff 1991), the growth in services is actually an illusion. The fact is that service-sector productivity is improving slower than that of manufacturing and thus, it seems as if we are consuming more services in nominal terms. However, in real terms, we are consuming slightly less services. That is, the increase in the service sector is caused by low productivity relative to manufacturing. The implication of Baumol's cost disease is the following. Assuming historical productivity increases for manufacturing, agriCUlture, education and health care, Baumol (1992) shows that the U. S. can triple its output in all sectors within 50 years. However, due to the higher productivity level for manufacturing and agriculture, it will take substantially more employment in services to achieve this increase in output. To put this argument in perspective, simply roll back the clock 100 years or so and replace the words manufacturing with agriculture, and services with manufacturing. The phenomenal growth in agricultural productivity versus manufacturing caused the employment levels in agriculture in the U. S. to decrease rapidly while producing a truly unbelievable amount of food. It is the low productivity of services that is the real culprit in its growth of GDP and employment share.

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 294 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 China in the Global Economy China in the World Economy The Domestic Policy Challenges written by OECD and published by OECD Publishing. This book was released on 2002-04-23 with total page 816 pages. Available in PDF, EPUB and Kindle. Book excerpt: Drawing on the experiences of OECD Members over the past 50 years, and the Organisation’s extensive work with non-Member economies around the world, this landmark study provides readers with a comprehensive view of the interrelated domestic policy issues at stake and specific recommendations.

Download or read book Offshoring in the Global Economy written by Pablo Agnese and published by Fundacion BBVA. This book was released on 2011 with total page 325 pages. Available in PDF, EPUB and Kindle. Book excerpt: A pesar de que los procesos de deslocalización (offshoring) no son un fenómeno del todo nuevo, la forma en que se llevan a cabo sí que lo es. El objetivo de este libro es ayudar a los directivos de empresa a tratar con los retos organizativos derivados del auge de la deslocalización que ahora nos espera.En vista de las dificultades de obtener un índice o medida directa sobre la deslocalización, de la heterogeneidad de las fuentes disponibles, y de la falta de consenso en torno a la terminología utilizada, este estudio se basa en gran medida en los datos recientes de la OCDE y la ORN (una red de investigación a la que pertenecen los autores), así como en informes sobre la inversión extranjera directa. El estudio se ofrece como una guía a los tres grandes grupos de interés implicados. En primer lugar, advierte a los gobiernos de no obstaculizar "el proceso económico natural" que el fenómeno significa. En segundo lugar, aconseja a las empresas a visualizar a la deslocalización como una parte integral de la estrategia global. Y en tercer lugar, resalta la necesidad de flexibilidad y formación para aquellos trabajadores que han podido verse afectados por el fenómeno de la deslocalización.Este libro se dirige fundamentalmente a aquellos investigadores en el campo de las instituciones, a los decisores de política, y a los directivos del sector privado, que puedan tener cierto interés en los recientes procesos de deslocalización, y en la creencia de que el mismo les pueda ser útil para el desarrollo de las estrategias adecuadas a escala mundial.

Download or read book Quality written by S. P. Mukherjee and published by Springer. This book was released on 2018-07-13 with total page 383 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers a comprehensive overview of quality and quality management. It also explores total quality management, covering its human, technological and analytical imperatives. It also examines quality systems and system standards, highlighting essential features and avoiding a reproduction of the ISO 9000 standard, as well as people-related issues in implementing a quality system. A holistic understanding of quality considerations, which now permeate every aspect of human life, should guide related policies, plans and practices. The book describes the all-pervasive characteristics of quality, putting together diverse definitions of "quality," outlining its different dimensions, and linking it with reliability and innovation. It goes on to assess the quality of measurements in terms of precision, accuracy and uncertainty and discusses managing quality with a focus on business performance. This is followed by a chapter on improving process quality, which is the summum bonum of quality management, and a chapter addressing the crucial problem of measuring customer satisfaction through appropriate models and tools. Further, it covers non-traditional subjects such as quality of life, quality of working life, quality assurance and improvement in education, with special reference to higher education, quality in research and development and characterizes the quality-related policies and practices in Indian industry. The last chapter provides a broad sketch of some recent advances in statistical methods for quality management. Along with the research community, the book’s content is also useful for practitioners and industry watchers.

Download or read book Offshore Financial Centers Accounting Services and the Global Economy written by Don E. Garner and published by Bloomsbury Publishing USA. This book was released on 2000-07-30 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: The new global climate of free enterprise has brought with it a proliferation of offshore financial centers that presumably have important roles to play in the emergent global economy. The air of secrecy that appears to pervade the activities of offshore financial centers may well slant or obscure any real understanding of the functions of such centers. The authors investigate the role of major international accounting firms and their services in the processes of business facilitation in the locations that host these centers. By focusing the investigation upon the role of the accounting firms in offshore financial centers, the authors gain a better grasp of the real or potential impacts of the firms in the global economy and in the jurisdictions that host them. Not only do the authors provide a detailed assessment of what the major accounting firms are actually doing in the centers, but they point out what attributes are needed by jurisdictions hoping to succeed as offshore financial centers. The centers included are Antigua, Barbuda, the Bahamas, Barbados, Bermuda, the Cayman Islands, the Channel Islands, the Isle of Man, Gibraltar, Malta, Cyprus, Bahrain, the United Arab Emirates, Mauritius, the Seychelles, Singapore, and Vanuatu. The authors describe the legal and institutional environments facing business operations in general and the accounting firms in particular in offshore financial centers. By studying these operations, it should show what they are doing in terms of facilitating the international activities that flow through such centers. It should also add to the understanding of the potential that offshore activities have as vehicles for development in small emerging economies. This study should be of interest to a wide range of business disciplines, as well as governmental agencies in advanced and emerging nations, international agencies such as regional development banks, and accountants and the international financial community.

Download or read book Digital Learning written by Michael E. Milakovich and published by Edward Elgar Publishing. This book was released on 2019 with total page 426 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today quality of education hinges less on mode of instruction or institutional reputation than on the commitment of individual administrators and instructors to understand and apply digital learning. Digital Learning reveals the technologies behind successful implementation of online learning and teaching, and introduces the most important concepts and relationships in plain language. Readers are also provided with a glossary of key terms and a selection of resources.

Download or read book Quality Management Awareness Planning Control and Improvement in the Global Economy written by S. Malhotra and published by Deep and Deep Publications. This book was released on 2006 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: