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Author: Efrem Sisay
Publisher: LAP Lambert Academic Publishing
ISBN: 9783659365829
Category :
Languages : en
Pages : 92
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Book Description
Organizations cannot avoid service failure.Service failure is inevitable due to the unique characteristics of the service itself. Therefore, they should develop effective recovery strategy to handle service failures properly. However, developing effective recovery strategy is not an easy task especially in the banking industry. Most customers who complained were not pleased with the banks' recovery efforts because they were not treated fairly and the service recovery efforts were far away from adequate justice. Consequently, failed service recovery following the initial service failure is leading the banks' customers to dissatisfaction and to switch their patronage to competitors.This study provides brief explanations on how justice oriented recovery affects customer satisfaction and how recovery satisfaction in turn affects customer loyalty.
Author: Efrem Sisay
Publisher: LAP Lambert Academic Publishing
ISBN: 9783659365829
Category :
Languages : en
Pages : 92
Get Book Here
Book Description
Organizations cannot avoid service failure.Service failure is inevitable due to the unique characteristics of the service itself. Therefore, they should develop effective recovery strategy to handle service failures properly. However, developing effective recovery strategy is not an easy task especially in the banking industry. Most customers who complained were not pleased with the banks' recovery efforts because they were not treated fairly and the service recovery efforts were far away from adequate justice. Consequently, failed service recovery following the initial service failure is leading the banks' customers to dissatisfaction and to switch their patronage to competitors.This study provides brief explanations on how justice oriented recovery affects customer satisfaction and how recovery satisfaction in turn affects customer loyalty.
Author: Kristen A. Riscinto-Kozub
Publisher: ProQuest
ISBN: 9780549669548
Category :
Languages : en
Pages : 218
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Book Description
Author: Alan Wilson
Publisher: McGraw Hill
ISBN: 1526847817
Category : Business & Economics
Languages : en
Pages : 539
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Book Description
Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
Author: Yulia Vovchenko
Publisher:
ISBN:
Category :
Languages : en
Pages : 190
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Book Description
Author: Leonard L. Berry
Publisher: Simon and Schuster
ISBN: 0743267419
Category : Business & Economics
Languages : en
Pages : 232
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Book Description
Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways to improve services marketing. They argue that superior service cannot be manufactured in a factory, packaged, and delivered intact to customers. Though an innovative service concept may give a company an initial edge, superior quality is vital to sustaining success. Berry and Parasuraman show that inspired leadership, a customer-minded corporate culture, an excellent service-system design, and effective use of technology and information are crucial to superior service quality and services marketing. When a company's service is excellent, customers are more likely to perceive value in transactions, spread favorable word-of-mouth impressions, and respond positively to employee-cross-selling efforts. The authors point out that a service company that does relatively little pre-sales marketing but is truly dedicated to delivering excellent quality service will have greater marketing effectiveness, higher customer retention, and more sales to existing customers than a company that emphasizes pre-sale marketing but falls short during actual service delivery. The focus of any company, they insist, must be customer satisfaction through integration of service quality throughout the entire system. Filled with examples, stories, and insights from senior executives, Berry and Parasuraman's new framework for effective marketing services contains the key to high-performance services marketing.
Author: Alan F. Dutka
Publisher: N T C Business Books
ISBN: 9780844235868
Category : Business & Economics
Languages : en
Pages : 244
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Book Description
Author: Nicolas Moix
Publisher:
ISBN:
Category :
Languages : en
Pages : 220
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Book Description
Author: Shahrukh Salman
Publisher: Anchor Academic Publishing
ISBN: 3960676875
Category : Business & Economics
Languages : en
Pages : 57
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Book Description
The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.
Author: Jacob Jacoby
Publisher: John Wiley & Sons
ISBN:
Category : Business & Economics
Languages : en
Pages : 184
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Book Description
Author: M.T. Alshurideh
Publisher: Springer Nature
ISBN: 3030671518
Category : Computers
Languages : en
Pages : 401
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Book Description
This book includes recent research works on how business around the world affected by the time of COVID-19 pandemic. The impact of recent technological developments has had a tremendous impact on how we manage disasters. These developments have changed how countries and governments collect information. The COVID-19 pandemic has forced online service companies to maintain and build relationships with consumers when their world turns. Businesses are now facing tension between generating sales during a period of severe economic hardship and respect for threats to life and livelihoods that have changed consumer preferences.
