Total Quality Management Vol. 23, No. 11, November 2012, 1227–1239 Which HRM practices contribute to service culture? Akiko Ueno∗ ,† Royal Docks Business School, University of East London, Docklands Campus, 4-6 University Way, London, E16 2RD, UK It is known that Human Resources Management (HRM) can help to develop service culture, which will in turn improve service quality. The purpose of this article is to determine the relative importance of six HRM practices in terms of their impact on culture
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4 MANAGEMENT DECISION 32,2 Has today’s dominant marketing mix paradigm become a strait-jacket? A relationship building and management approach may be the answer. From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing Christian Grönroos approach to marketing which eventually has entered the marketing literature[2, 4-14]. A paradigm shift is clearly under way. In services marketing, especially in Europe and Australia but to some extent also in North America
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"GAP" model of service quality from Parasuraman et al. (Zithaml & Bitner 1996). This model offers an integrated view of the consumer-company relationship. It is based on substantial research amongst a number of service providers. In common with the Grönroos model it shows the perception gap (Gap 5) and outlines contributory factors. In this case expected service is a function of word of mouth communication, personal need and past experience, and perceived service is a product of service delivery and
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The impact of employee empowerment on service quality and customer satisfaction in service organizations (A Case study of Länsförsäkringar Bank AB) Silvia C. Peters: 1982-05-15. Elham Mazdarani: 1976-12-11. GROUP: 1924 ABSTRACT COURSE: Bachelor Thesis in Business Administration, 15ECTS AUTHOURS: Peters Silvia Chigozirim. Flugsnappargatan 6, 3tr. 72472, Västerås. 0737225113. SUPERVISOR: LEIF SANNER TOPIC: The impact of employee empowerment on service quality and customer satisfaction: a case
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Eva. Wittbom School of Management Blekinge Institute of Technology Ronneby, Sweden Thesis for the Master‟s degree in Business Administration, Spring-2010 Blekinge Institute of Technology, Ronneby, SWEDEN Thesis for the Master‟s degree in Business Administration Spring, 2010 I E- Banking System in Pakistan ABSTRACT Our this research work is based on the E-banking technology in which customers can access more accurate, quicker and rapid banking services from the computerized banking
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1995) stated that the service quality is generally conceptualized as an attitude, the evaluation of the service offered. Quality is basically made up from a series of evaluated experiences and are usually fluctuates less comparatively than attitudes built from the satisfaction emotions. Parasuraman et al. (1988) stated that the customers judge the service quality on the basis of overall firm’s superiority and excellence. According to (Gronroos, 2000) the evaluation of service quality by customers
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SERVICE DELIVERY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY (A STUDY OF GUARANTY TRUST BANK PLC AND SKYE BANK PLC) BY ABDULLAHI, RUKAYAT OPEMIPO MATRIC NO: 101003311 A PROJECT SUBMITTED TO THE DISTANCE LEARNING INSTITUTE, UNIVERSITY OF LAGOS, AKOKA IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF THE BARCHELOR DEGREE IN BUSINESS ADMINISTRATION (B.Sc.), BUSINESS ADMINISTARTION OF UNIVERSITY OF LAGOS. DECEMBER, 2015. CERTIFICATION This is to certify
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future and roles of the two retail sectors in the Indian retail industry. Key literature regarding this topic has been reviewed by the author, which focuses on: 1. Relationship Marketing. 2. The constructs in building a relationship. 3. Customer Loyalty 4. Customer Loyalty and Behaviour 5. Customer Satisfaction and Service quality 6. Loyalty Programmes & its effect on Customer loyalty These have then been conceptualized
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A Conceptual Model of Service Quality and Its Implications for Future Research Author(s): A. Parasuraman, Valarie A. Zeithaml and Leonard L. Berry Source: Journal of Marketing, Vol. 49, No. 4 (Autumn, 1985), pp. 41-50 Published by: American Marketing Association Stable URL: http://www.jstor.org/stable/1251430 . Accessed: 07/11/2014 07:27 Your use of the JSTOR archive indicates your acceptance of the Terms & Conditions of Use, available at . http://www.jstor.org/page/info/about/policies/terms.jsp
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European Journal of Marketing 30,1 8 Received October 1994 Revised April 1995 SERVQUAL: review, critique, research agenda Francis Buttle Manchester Business School, Manchester, UK SERVQUAL: a primer SERVQUAL provides a technology for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and Berry, have further developed, promulgated and promoted the technology through a series of publications (Parasuraman et al
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