service quality research perspectives

Service Quality: Research Perspectives

ISBN: , SKU: , AUTHOR: White, Susan S. / Schneider, Benjamin, PUBLISHER: Sage Publications (CA), "This book is not a 'one-minute' guide for managers in search of alleged quick-fixes of service quality. Instead, it is thirty years of accumulated theory and research that can help serious students understand and analyze this complex phenomenon. The book succeeds in embedding the often overlooked customer within organization studies, using the interdisciplinary approach that scholars preach but seldom practice, and closing with an agenda for future research that others might even find worth pursuing." --Dr. David E. Bowen, Professor of Management and Dean of Faculty and Programs, Thunderbird"Schneider and White promise to deliver insight into the intriguing intricacies of providing excellent services. They deliver sagacity, the intelligent application of knowledge. They do this by being eclectic, disciplined, and thoughtful... Facts about service - what it is, how it happens, what is required to make it better - thankfully dominate this book, supported by good thinking and good methods. No one interested in service quality should miss this book. There is no other book like it." --Rick Guzzo, Ph.D., Mercer Human Resource Consulting"The coverage is excellent. Among other things, it does a nice job of providing a rationale for why researchers and managers need to understand the perspectives of their customers." --Susan E. Jackson, Ph.D., Rutgers UniversityThe last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, howservice and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates. Authors Benjamin Schneider and Susan S. White cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery. It introduces the concept of service and the important ways service production can differ from goods production. It also presents a history of the concept of product quality and the emergence of concern for service quality. Key Features Summarizes conceptual and empirical research from the marketing perspective on the measurement of service quality and customer satisfaction Deals with concepts and approaches to service characteristic of operations management, especially the role of customer variability in service production Introduces research promoting the linkage of service climate experienced by employees to the service quality experienced by customers Presents several HR/OB approaches to organizational design and useful frameworks for integrating ide

Service, Service, Service: A Secret Weapon for Your Growing

ISBN: , SKU: , AUTHOR: Albrecht, Steven, PUBLISHER: Adams Media Corporation, For many small and growing businesses, first-rate customer service can often be the key factor between success and failure. In this invaluable volume, service management authority Steven Albrecht shows how to develop the high quality service programs that keep customers coming and leaves the competition in the dust. Service, Service, Service helps you: - Write a real mission statement - Create both evolution and revolution in service quality - Fully understand your customers - Empower your employees - Build customer loyalty Complete with success stories, methods for charting your service cycles, and plans for a service recovery program, Service, Service, Service, can be every business's secret weapon.

Tartarughe

Turtles: perspectives and research. Marion Harless, Henry Morlock. Publisher: Wiley, USA. 05 apr pagine. Surveys all aspects of turtle biology, ranging from care and management of the turtles used in research to conservation requirements and techniques. Examines the current level of knowledge about turtles, including evolution, zoogeography, biology, and behavior. Proposes possibilities for future research. Includes techniques for housing, handling, and treating turtles in research situations. Summarizes CNS, sensory systems, and physiological data. Consegna gratuita a Milano

What Does Good Education Research Look Like?: Situating a

ISBN: , SKU: , AUTHOR: Yates, Lyn, PUBLISHER: Open University Press, This book explains the debates around education research: Is it high quality? Is it scientific enough? Is it useful? It shows how research in education must meet different demands in different places, times, and conditions. An indispensable companion to textbooks on research methodology, and a clear and provocative argument about the banalities and messiness in which educational researchers must operate.

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Major Award Decisionmaking at the National Science

ISBN: , SKU: , AUTHOR: National Academy of Engineering / Institute of Medicine / Panel on Nsf Decisionmaking for Major Awards, PUBLISHER: National Academies Press, As part of its mission to foster high-quality scientific and engineering research, the National Science Foundation (NSF) plans, grants, and administers major awards to universities and other research institutions for national research facilities, multidisciplinary research centers, and other large-scale research projects. Although few in number, less than 100, such projects account for about 30 percent of NSF's annual research budget. This book provides a useful overview of how such projects are planned, reviews proposals for merit, and evaluates ongoing projects for renewal awards. The panel makes a series of recommendations for strengthening major award decisionmaking.

Health Services Research Methods

ISBN: , SKU: , AUTHOR: Shi, Leiyu, PUBLISHER: Cengage Learning, This book is intended to become a reference on research methods and analysis for health related research. It provides health students, practitioners, and researchers with a practical guide for conducting and evaluating health related research. It details the major components involved in conducting research including conceptualization, groundwork, choice of research methods, design, sampling, measurement, data collection and processing, statistical analysis and research reporting and application.

Technology in the Garden: Research Parks and Regional

ISBN: , SKU: , AUTHOR: Luger, Michael I. / Goldstein, Harvey, PUBLISHER: University of North Carolina Press, Research Triangle Park / North Carolina / Stanford Research Park / California / University of Utah Research Park / public policy

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Arid Zone Research, Climatology

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Few-body systems in nuclear...

Canton, Luciano (ed.); Pascolini, Alessandro (ed.) Few-body systems in nuclear and hadronic physics: results and perspectives of the research initiative Padua: Padova Univ., -

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Visions and perspectives 2

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Reframing Organizational Culture

ISBN: , SKU: , AUTHOR: Frost, Peter J. / Louis, Meryl Reis / Moore, Larry F., PUBLISHER: Sage Publications (CA), With this follow-up to Organizational Culture (Sage ), the editors continue their study of the interaction between investigation and the subject of inquiry. The editors have included a variety of frames as tools that allow readers to examine any empirical piece on organizational culture on its own merits - as good research - while at the same time, permit viewing it from other perspectives as well. Combined with a unique emphasis on process, this volume also includes reflections from the editors, pointing out their values, biases, beliefs, perceptions and experiences in research, and lending a human dimension to the research process.

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Managed Health Care

ISBN: , SKU: , AUTHOR: Robinson, Ray / Steiner, Andrea, PUBLISHER: Open University Press, Healthcare in the United States has undergone a managed care revolution. The approach has transformed the way in which health services are financed and delivered. Arising from this experience, techniques such as utilization management, physician profiling and disease management are attracting attention worldwide. Many management consultants, pharmaceutical companies and policy analysts advocate managed care as the way forward for improving the performance of healthcare systems. In this headlong rush, far too little attention has been paid to the research evidence on managed care. This book carries out a systematic review of the high quality research evidence on managed care in the US. Through a detailed analysis of the research literature they assess the performance of managed care in terms of its impact on utilization, costs, health promotion and screening, quality of care and other key indicators. Following this analysis, they consider the development of managed care approaches in the NHS with particular reference to the early research evidence primary care based, total purchasing pilot projects.

Audio Research Reference PH-VII

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Visions and perspectives volumi 1 e 2

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Right Every Time: Using the Deming Approach

ISBN: , SKU: , AUTHOR: Price, F. / Price, Frank, PUBLISHER: CRC Press, A Druid looks at quality control for product and service industries, amplifying from his earlier book Right first time. Some highlights: Quality is a religion, with the same trappings and pitfalls as other religions; humanity can be distorted, but not abolished, by managerial decree and organizatio

Investment Survival: How to Use Investment Research to

ISBN: , SKU: , AUTHOR: Hagenbuch, Rod / Capalbo, Richard, PUBLISHER: Quantum Group Publishing, Investors need access to high quality investment information and they need a process for how to use it to manage their stock portfolios. While the quantity of investment information is vast, much of the quality is lacking. Both individual investors and financial advisors are short-term focused, neglecting long-term strategies. The results have been excessive financial damage during volatile markets. Hagenbuch and Capalbo recommend a step-by step approach to building portfolios using different types of securities research from a variety of sources. Their approach focuses first on the portfolio, and second upon the choice of individual stocks.

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Wi-Fi Telephony: Challenges and Solutions for Voice Over

ISBN: , SKU: , AUTHOR: Chandra, Praphul / Lide, David, PUBLISHER: Newnes, Wi-Fi telephony is the latest, most cost effective, and clearest way of carrying voice data wirelessly. The great news is that it can be integrated seamlessly into the same infrastructures as currently used for computer and telephone data.The digital quality is far above current cellular technologies. This book will be among the first to discuss Session Initiation Protocol (SIP), Quality of Service (QoS), and interoperability in connection with Wi-Fi telephony. Security challenges are also presented and solved along these malleable wireless boundaries. In short, this book provides all the information necessary for effective, reliable, crystal clear Wi-Fi telephony service and implementation. *Using current telephone and computer infrastructure this technology can be implemented at low cost *The importance of Quality of Service (QoS) and security of Wi-Fi telephony is considered *Enhances the clarity of a call beyond a basic cellular phone using digital data transfer

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