...Linking perceived service quality and service loyalty: a multi-dimensional perspective Josee Bloemer, Ko de Ruyter, Martin Wetzels. European Journal of Marketing. Bradford: 1999.Vol.33, Iss. 11/12; pg. 1082 » Jump to full text Subjects: Service industries, Studies, Statistical analysis, Quality of service, Market research, Loyalty, Consumer behavior, Effects, Marketing management, Customer relations Classification Codes 9175 Western Europe, 8300 Service industries not elsewhere classified, 5320 Quality control, 7100 Market research, 2400 Public relations, 9130 Experimental/theoretical Locations: Belgium Author(s): Josee Bloemer, Ko de Ruyter, Martin Wetzels Document types: Feature Publication title: European Journal of Marketing. Bradford: 1999. Vol. 33, Iss. 11/12; pg. 1082 Source type: Periodical ISSN/ISBN: 03090566 Abstract (Document Summary) In recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. A study focuses on the refinement of a scale for measuring service loyalty dimensions and the relationships between dimensions of service quality and these service loyalty dimensions. The results of an empirical study of a large sample of customers from four different service industries suggest that four dimensions of service loyalty can be identified: purchase intentions, word-of-mouth...
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...Restaurant Service Recently, restaurant becomes a place where the people will go for at least once a week especially on Sunday. This is because that day is call as a family day and most of the family will go out for having meal. In addition, restaurant also becomes a gathering place for the young generation. They can stay in the restaurant for few hours to do their work or chatting with each other. According to the developer’s research, the loyalty of a people to a restaurant is not only the food quality but service quality also is an important issue. This is because it is impossible to operate a successful restaurant without a satisfy customer service. Apart from that, most of the people will return back to the same restaurant that provides average food quality and great customer service, but will rarely return back to a restaurant which is provide great food quality but average customer service. According to Tom Peters, he say that 70% of customers hit the road not because of price or product quality issues, but because they did not like the human side of doing business with the provider of the product or service. Instead of this, the developer has found a research conducted by The Forum Corporation. This research can support this fact and show that 45% of these customers said they leave the current company and go to another company because the service they receive was poor and cannot satisfy them. Consistent with another report prepared by Mr. Shuji Tamura, Mr. Jerry...
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...Goods and Services In economics, need and want are either goods or services and which are sometimes called a commodity. People claims that goods are the things can touch such as pens, longyis, rice, book, as soon on and services are thing that people do for you, or you do for other people, which are the things you cannot touch such as education or healthcare. In economics, a good is a material that satisfies human wants and provides utility, for example, to a consumer making a purchase and a common distinction is made between 'goods' that are tangible property. Moreover, when people want to produce one goods, they need basically, 1. The name. 2. What it look like-pictures. 3. What it does. 4. The cost and why people should buy it. For example, if people produce shoes and the name of the shoes is Addias, which designs is very wonderful and people can use every season even though summer, it costs is 60$ and that brand is very grantee, therefore they should buy that kind of goods. Services are as important as goods and when one goods produce, goods is the first step and the second step is service, but service are things that people cannot touch. For example, when people go to the hospital or clinic, doctor or a medic examines does tests or indicate some medicine. In addition, when people buy a cup of tea in a teashop, they are not only buying tea, water and milk (goods). people are paying for the services of sitting in the teashop, of someone making the tea, bringing it to them...
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...Are Indians to blame for the poor quality of services that they get compared to their western counterparts? Eating in buffet style dinners at any marriage hall in India would give you enough reason as to why the services provided here are not as good what our western counterparts get. There will be no such thing as a queue and people returning for a second helping would barge in with their plates wherever they find space. Finally you’ll find them using a different plate for each dish they try as if paying for their gift entitles them with all such liberties. This explains why most marriages nowadays are doing away with buffet style dinner services. Unlike a manufactured product, a service involves a lot of consumer interaction and for any service to prosper the quality of consumer participation must be good. We as Indians have a long way to go when it comes to improving the quality of consumer participation because the term itself involves the change in attitude of millions of people in India. I am not trying to be judgmental but this is how we are and most of the Indians have not warmed up to such quality. We try to extract the maximum out of any service without sparing a thought for the future consumers of the same service and that is the first fundamental change we need to incorporate in our attitude. People are stealing/taking away bulbs from the night-lamps in trains. I have wondered how many tumblers from a drinking water dispenser were stolen before they started being...
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...shopping by creating a differentiated experience capitalizing on personal service, the at home feeling of every rooms, and its unique location in one of the busiest part of Nueva Ecija. We plan to be more than a great lodging, restaurant, and bar. We plan to create an environment of pampered luxury that enables our customers to feel like leaving from their homes even from miles apart. Expanding our exposure via the Internet, introducing Relax Inn to people that have not yet discovered this 24/7 lodging, and maintaining a low priced lodging service without sacrificing quality allows us to attract new customers and maintain profitability. The inn’s guests will have every need met to ensure his/her comfort. For special occasions, catered meals, chilled wine, etc. can be provided for an additional fee. A garden is set for guests who enjoy watching the night sky. Relax Inn sets itself apart from similar competitors in its location, rooms, and customer service. By having a motel, restaurant, bar, and a convenience store at one facility is a huge plus, because guests never have to leave. Another significant advantage in our location is the bus terminal near the vicinity where there are lots of weary travelers who are looking for a place to rest which results to potential customers. Our rooms are individually decorated in a home setting that is comfortable and at-home. You feel as if you are staying at your own house. Customer service is our number one priority. We, at Relax Inn, will treat each...
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...Customer Experience The importance of strategic design of servicescape is to create the customer experience towards to service given. Servicescape term coined by Bitner (1992) as the physical environment as designed by service organizations to facilitate the provision of service offerings to spectators which comprise both tangible and intangible aspects. Through these physical environments that have been designed to ensure that the customer could at least feel the service. Thus, this created the experience than never been offered by other Service Company. If the servicescape was designed very well it might give the customer the best experience that indirectly will created commitment and loyalty from the customer to the organization. In the other note, customer experience also could help the organization in designing their serviscape. This could be more successful ways because from the feedback of customer experience that the organization gets, the organization knows what is it that they missed or any important element that they need to improve in designing their servicescape. As for our refered company, DHL can use their customer experience in designing their servicescape. For example, the packaging of their brand in every product that they delivered helps providing the customer the experience towards theirs services as it shows the organization image and convey an external image of what is inside to customers. This element is importance to give the experience to the new customer...
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...1. I remembered my favorite story about my best customer service experience ever. Sometime in 2001, I was traveling from Chicago to Boston on the Airlines shuttle to my scheduled hotel. But that day was unlucky for the bad weather result in the flight delay. Anyway... my shuttle gets delayed several hours at Boston (insert sarcastic look of shock) and I end up getting into Boston around 1:00am. Then the fun really started, because "the Big Dig" was still in full shovel and even at that time of night/morning, it took nearly 2 hours to get from the airport to the hotel. Brutal. So, I get to the hotel at 3:00am, needing to be ready to deliver my preso at 8:00am. Ideal set up for a great presentation? Not likely. So, I drag myself into the Hotel and the gentleman at the counter looks at me and says, "Welcome to the Boston. You look exhausted!" So I explain the cause of my pain as he continues the check in process, not thinking about much of anything except, get me to a bed asap! Finally, he looks up, hands me a key and says, "I'm sorry you had a rough night, enjoy your room." I grab the key, head to my room and open the door to the biggest hotel suite I've ever seen in my life. I was so tired; I didn't even realize I was headed to the top floor of the hotel and into the Presidential Suite! Brilliantly lit, beautifully furnished, fresh flowers, the whole shabang. 2. I was only in the room for maybe 4-5 hours, but more importantly, I'll never forget the treatment I received from...
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...implications for strategy. 3. Explain why the servicescape affects customer and employee behavior, using a framework based in marketing, organizational behavior, and environmental psychology, 4. Present elements of an effective physical evidence strategy. Introduction Physical evidence is important for communicating service quality attributes, setting customer expectations, and creating the service experience. It is important for communicating credence services. Ex. Auto repair, health care, hospitals, hotels, theme parks (which are dominated by experience attributes.) Physical evidence is the environment in which the service is delivered and in which the firm and the customer interact, and any tangible commodities that facilitate performance or communication of the service. -The first part of it means the actual facility in which the service is performed, delivered, and consumed. Physical facility is also known as servicescape. Physical Evidence What is Physical Evidence? Customers rely on tangible cues, or physical evidence, to evaluate the service before its purchase and to assess their satisfaction with the service during and after consumption. In closing the provider gap, it is important to have effective designs of physical, tangible evidences. Two (2) General elements of physical evidence are 1) Servicescape (physical facility) 2) Other Tangibles (other forms of tangible communication) Elements of servicescape...
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...KISII UNIVERSITY ELDORET CAMPUS FACULTY OF COMMERCE EVALUATING SERVICE CHARTERS AS AN EFFICIENCY STRATEGY ON EMPLOYEE PERFORMANCE AT WEBUYE SUB-COUNTY HOSPITAL TIMOTHY SHALO CBM12/10693/14 A Research Proposal Submitted in Partial Fulfillment of the Requirements of the Award of a Master’s Degree in Business Administration - Strategic Management option, at Kisii University, Eldoret Campus August 2015 DECLARATION Declaration by the Candidate This research proposal is my original work and has not been presented for a degree in any other university or institution. No part of this project may be reproduced without prior permission of the author and/or Kisii University. Signature: ___________________ Date___________________ Timothy Shalo CBM12/10693/14 Declaration by the Supervisors This proposal has been submitted for examination with our approval as University Supervisors Signature: __________________ Date_____________________ Dr. Osodo Lecturer, Faculty of Commerce, Kisii University. Signature: __________________ Date_____________________ Dr. Okello Lecturer, Faculty of Commerce, Kisii University. DEDICATION This research proposal is dedicated my family for the support and encouragement they gave me throughout the period of undertaking the proposal. ACKNOWLEDGMENT First, I wish to...
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...Introduction to company Grameenphone Ltd. (GP) was the first company to introduce GSM technology in Bangladesh when it launched its services on 26 March 1997. GP is market leader in the cellular telecommunication industry of Bangladesh with a market share of 43.66% (Dec 2010) obtained cellular license on November 28, 1996 in Bangladesh from the Ministry ofPosts and Telecommunications. GP is a joint venture enterprise between Telenor (55.8%), a telecommunications service provider in Norway, and Grameen Telecom Corporation (34.2%), a non-profit sister concern of the internationally acclaimed micro-credit pioneer Grameen Bank. The other 10% shares belong to general retail and institutional investors. GP’s cellular network in the country covers 98% of country's population through 12,700base stations in more than 7200 locations. The entire GP network is EDGE/GPRS enabled that provides its subscribers access to Internet and data services from anywhere within the coverage area. VISION: The aim of GrameenPhone Ltd. vision is to describe our ambition for the future, to set a direction for the organisation and to inspire our people to make every contribution they can. “We’re here to help” COMPANY MISSION: When an organization is set up it exists to accomplish certain goals. At first their mission seems vivid but with the passage of time the mission may become unclear, as the organization grows, adds new product and ventures into...
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...121–134 The service concept: the missing link in service design research? Susan Meyer Goldstein a,∗ , Robert Johnston b , JoAnn Duffy c , Jay Rao d a c Department of Operations and Management Science, University of Minnesota, 321 19th Avenue S, Minneapolis, MN 55455, USA b Warwick Business School, University of Warwick, Coventry CV4 7AL, UK Gibson D. Lewis Center for Business and Economic Development, Sam Houston State University, Huntsville, TX 77341-2056, USA d Management Division, Babson College, Babson Park, MA 02457, USA Abstract The service concept plays a key role in service design and development. But while the term is used frequently in the service design and new service development literature, surprisingly little has been written about the service concept itself and its important role in service design and development. The service concept defines the how and the what of service design, and helps mediate between customer needs and an organization’s strategic intent. We define the service concept and describe how it can be used to enhance a variety of service design processes. As illustrations here, we apply the service concept to service design planning and service recovery design processes. Employing the service concept as an important driver of service design decisions raises a number of interesting questions for research which are discussed here. © 2002 Elsevier Science B.V. All rights reserved. Keywords: Service concept; Service design planning; Service recovery...
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...I believe that providing good customer service is connecting with your customers where they are, being efficient in doing that, and having a full view of all what they need to do. In providing the best customer service, an employee needs to be well aware that he/she is accountable for his/her actions and decisions, and he/she can neither pass the buck nor pass the blame to someone else. This leads to an important quality of productivity which plays an important role in customer service. Productivity' is about how well an employee combine resources to produce the best customer service. It is important to have this skill because it benefits the customer, the company and the work force. Productivity in the workplace often translates into good customer service and interaction, which basically is the key to satisfying customers. This can be used to gain the loyalty of consumers and meet their needs. When a customer is loyal they will market the business to others for you, through word of mouth, which is a marketing advantage coming out of high levels of productivity. The employees themselves are an investment by the firm and like any investment, they should yield a healthy or worthwhile return to the company. Therefore, when employees are highly productive the company achieves its goals of investing in them in the first place. Next, when a firm is highly productive it becomes successful eventually, and because of this, incentives are bound to be made available to the employees. These...
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...Introduction Service describes as any act or function performed for a customer or client. As more firms join the competitive market with similar product, service becomes important differentiator that also very important for customer. All services are experiences from the customer deliver from people who involved; the invisible process and the physical evidence. Services here in some way delivers differently with my culture back home in Indonesia. However, the goal is the same to achieve customer satisfaction and increase firm’s revenue from the satisfied customer. Most of the services that I encountered here in USA are from restaurants or transportation firms. First, I acknowledge the different level of politeness, some of the attitude perceived as not polite in east culture however actually its consider to be polite here. The easiest part for me probably identifies the physical evidences such as cleanness, neat and good lay out. I was also evaluated the process from the products or services that I acquired, things such as the process time, difficulty level that encounter during the process. One addition thing that I evaluated was how it responds to complain and the after sales service. In overall, most of the services that I experienced were good service in terms of to match with customer need and different in terms of different industry due to different customer segment. Amazing service at Capital One Bank Almost every bank now has similar products that they offer to...
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...INTRODUCE THE MODULE OF CUSTOMER SERVICE AND WHAT YOU WILL BE DESCRIBING IN 1.1 AND 1.2. STATE THE HOSPITALITY INDUSTRY 2 PARAGRAPHS 1.1 Discussion of why Marriott Hotel should have a customer service policy. Like every organisation Marriott Hotels has to have very strong Customer service policy. At Marriott, we know that if we treat our employees correctly, they’ll treat the customer’s right, and if the customers are treated right, they’ll come back. Customer service is also important to an organization because it can help differentiate a company from it competitors, according to the article titled "The Importance of Customer Service" at Drew Stevens Consulting. -And is motivate Employees and care about them, and make winners of them. -And customer care is becoming more important as companies strive for better customer engagement. - And it is important that the customer understands what he or she can expect in terms of service -It is important to an organization because it is often the only contact a customer has with a company. -Customer service is important to an organization because of potential complaints. -Quality customer service can be a source of promotion for organizations. -A company with excellent customer service is more likely to get repeat business from customers 1.2 Discussion of why the current customer service policy should de evaluated. -It costs about five times more to gain a new customer as it does to keep an existing one. This is...
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...the staffing requirements between Costa Coffee (waitress) and Marriott hotel (waitress) The requirements for Costa Coffee * Employees must wear the name badge; * Employees must have access to transport due to location; * Must be flexible with working hours; * Must have coffee or barista experience; * Duties include customer service, till work, working on coffee machines and clearing tables; This company offer flexible hours and it is very common for young people having this type of job. They work as a team and enjoy a lot in the work place. The disadvantages are: the system of job is very repetitive. Employees have to deal with hot water at all times when doing coffee and if they want a better position they take too long to have it. The requirements Marriott Hotel * Previous experience of food service * NVQ in food service * Health and safety certificate and knowledge * Well presented * Excellent personal hygiene * Good communication skills * Eye for detail * Ensure have full product knowledge of all menu items * Ensure customer satisfaction This company have a high service standards, offer flexible hours and it is very good job for who want to grow on the company. They work as a team and enjoy a lot in the work place. The disadvantages are: the system of job is very repetitive. Employees have to deal with hot water at all times when doing coffee and if they want a better position they take too long to have it. ...
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