Service Quality Measurement: Issues and Perspectives

Service Quality Measurement: Issues and Perspectives
Author: Lewlyn L. R. Rodrigues
Publisher: Anchor Academic Publishing (aap_verlag)
Total Pages: 81
Release: 2013-06-01
Genre: Business & Economics
ISBN: 3954895528


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This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: ‘Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?’ This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the “research bent of mind” to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the [...]

Service Quality Measurement: Issues and Perspectives

Service Quality Measurement: Issues and Perspectives
Author: Lewlyn L. R. Rodrigues
Publisher: Anchor Academic Publishing (aap_verlag)
Total Pages: 85
Release: 2013-05-22
Genre: Business & Economics
ISBN: 3954890526


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This book is very useful for it is not just 'descriptive' in its nature, but 'prescriptive', too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: 'Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?' This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the "research bent of mind" to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional gu

Service Quality

Service Quality
Author: Stephen Walter Brown
Publisher: Lexington Books
Total Pages: 416
Release: 1991
Genre: Business & Economics
ISBN: 9780669211528


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To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com.

Service Quality

Service Quality
Author: Benjamin Schneider
Publisher: SAGE
Total Pages: 204
Release: 2004
Genre: Business & Economics
ISBN: 9780761921479


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The 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, how service 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

Service Quality

Service Quality
Author: Roland T. Rust
Publisher: SAGE
Total Pages: 201
Release: 1994
Genre: Business & Economics
ISBN: 0803949200


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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.

Service Quality Measurement

Service Quality Measurement
Author: Barbara R. Lewis
Publisher:
Total Pages:
Release: 1993
Genre: Service industries
ISBN:


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Defines service quality and examines its dimensions with reference to earlier studies; looks at measurement from the perspectives of customers, anagement and employees and details these perspectives with regard to three sectors: financial services, tourism and health care. Describes measurement problems, particularly those associated with SERVQUAL and also investigates cultural problems, includ- ing differences in aKitudes and behaviour, and how these may affect measures of expectations and perceptions.

Managing Service Operations

Managing Service Operations
Author: Bill Hollins
Publisher: SAGE
Total Pages: 312
Release: 2006-09-18
Genre: Business & Economics
ISBN: 1848604661


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`Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field′ - Naomi Gornick, Honorary Professor, University of Dundee Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include: - Chapter objectives; - Short cases; - Student exercises; - Chapter summaries; - Further reading section; - A glossary of key terms.

Handbook of Research on Creating Sustainable Value in the Global Economy

Handbook of Research on Creating Sustainable Value in the Global Economy
Author: Akkucuk, Ulas
Publisher: IGI Global
Total Pages: 562
Release: 2019-11-15
Genre: Business & Economics
ISBN: 1799811980


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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.

Satisfaction: A Behavioral Perspective on the Consumer

Satisfaction: A Behavioral Perspective on the Consumer
Author: Richard L. Oliver
Publisher: Routledge
Total Pages: 544
Release: 2014-12-18
Genre: Business & Economics
ISBN: 1317460227


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Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.

Eurasian Business and Economics Perspectives

Eurasian Business and Economics Perspectives
Author: Mehmet Huseyin Bilgin
Publisher: Springer Nature
Total Pages: 341
Release: 2022-01-03
Genre: Business & Economics
ISBN: 3030853047


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This book presents selected papers from the 33rd Eurasia Business and Economics Society (EBES) Conference, virtually held in Madrid (Spain) due to the Covid-19 pandemic. The theoretical and empirical papers gathered here cover diverse areas of business, economics and finance in various geographic regions, including not only topics from HR, management, finance, marketing but also contributions on public economics, political economy and regional studies.