Author:
Publisher:
ISBN:
Category : Administrative agencies
Languages : en
Pages : 130

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Author: United States. Patent and Trademark Office
Publisher:
ISBN:
Category :
Languages : en
Pages : 16

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Author: Herb Asher
Publisher: CQ Press
ISBN: 1483324079
Category : Political Science
Languages : en
Pages : 367

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Book Description
Polling and the Public helps readers become savvy consumers of public opinion polls, offering solid grounding on how the media cover them, their use in campaigns and elections, and their interpretation. This trusted, brief guide by Herb Asher also provides a non-technical explanation of the methodology of polling so that students become informed participants in political discourse. Fully updated with new data and scholarship, the Ninth Edition examines recent elections and the use and misuse of polls in campaigns, and delivers new coverage of web-based and smartphone polling.

Author: Colorado. Division of Local Government
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 7

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Book Description
The Division of Local Government (DLG), within the Colorado Department of Local Affairs, serves municipalities, counties and special districts in Colorado as well as state agencies, businesses, non-profit organizations and residents at large. The 2012 Customer Satisfaction Survey provided customers the opportunity to rate their familiarity with and use of the range of DLG's services, as well as the quality of customer service and the services themselves. This summary presents an overview of key findings regarding customer This summary profiles the survey results from DLG customers known to have significantly engaged DLG staff in the 12 months prior to the survey,

Author: John J. Gargan
Publisher: CRC Press
ISBN: 0824742036
Category : Political Science
Languages : en
Pages : 695

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Book Description
Devised to meet the ongoing challenge of identifying the skills and knowledge necessary for expanding the governing capacity of state and local authorities, this book discusses the fiscal consequences of get tough approaches to crime and presents more effective and less expensive policy options. Surveying the range of administrative and management practices employed by state governments, the editor and contributors explore the results of the governmental reform tradition, the impact of federalism and intergovernmental relations, and the effects of political culture on state government by focusing on economic development, welfare, corrections, and environmental programs and policies.

Author: United States Government Accountability Office
Publisher: DIANE Publishing
ISBN: 1428930183
Category :
Languages : en
Pages : 46

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Author: Teri Fulton
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 220

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Author: Washington (State). Office of the Deaf and Hard of Hearing
Publisher:
ISBN:
Category : Deaf
Languages : en
Pages : 5

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Author: Harry P. Hatry
Publisher: The Urban Insitute
ISBN: 9780877666721
Category : Business & Economics
Languages : en
Pages : 148

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Book Description
This practical volume provides a wealth of nontechnical information and advice on planning and conducting customer surveys. It's a must for all agency managers, public or private, seeking to make their customer surveys more useful to their agencies and to make their agencies more responsive to customers. Topics include the types of information that should and should not be sought from surveys; categories of respondents; options for administering surveys and the advantages and disadvantages of each; conducting surveys in-house versus contracting; steps in the survey process; sampling strategy; sources of survey error and suggested remedies; and tradeoffs among timeliness, accuracy, and cost.

Author: James L. Heskett
Publisher: Simon and Schuster
ISBN: 1439108307
Category : Business & Economics
Languages : en
Pages : 345

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Book Description
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.