QUALITY of service
QUALITY of service
We have all been treated rudely or thoughtlessly by a cashier, clerk, waiter, or manager at some point. Most people probably do not have to think back too far to find an example. But why does this happen? Why should...
Organizations that develop and sustain a customer focus have an essential competitive advantage in today's service economy. Customer-savvy companies understand that this hinges on fundamentally transforming the way a...
In What’s the Secret?, businessman and customer service consultant John R. DiJulius III reveals the success of his and other companies using Secret Service, hidden systems that use customer...
Many service firms are paying a high price in lost business due to mediocre service, while few firms are truly oriented toward quality customer service. Businesses often don't understand customers and their priorities...
The topics discussed in Service Management Effectiveness are by leading researchers in the field of service management and they provide a comprehensive model for managing service businesses. The work shatters the...
In Keeping Customers for Life, Cannie and Caplin present what they consider to be the best work in customer satisfaction being done by companies they call "islands" of service excellence. They...
The Customer Is Usually Wrong doesn’t blame less than satisfactory service on the customer, but instead thinks an organization must determine what customers believe its service to be; create...
The service sector has substantially impacted the U.S. economy, generating 44 million new jobs in the past three decades and softening the effects of every recession since World War II. Added value has moved from the...
From focus-group findings, common patterns offer valuable insights about how customers define and evaluate service quality. As perceived by customers, service quality can be defined as "the extent of discrepancy...
Denove and Power discuss customer satisfaction from A to Z, and they provide good information about what makes a consumer satisfied. They back their conclusions with compelling research taken from decades of customer...
