The current issue and full text archive of this journal is available at www.emeraldinsight.com/1741-0401.htm IJPPM 60,3 A study of total quality management and supply chain management practices 268 Received January 2010 Revised March 2010 Accepted March 2010 Faisal Talib Mechanical Engineering Section, Faculty of Engineering and Technology, University Polytechnic, Aligarh Muslim University, Aligarh, India Zillur Rahman Department of Management Studies, Indian Institute of
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UDBS came into existence in 2008 as a result of the transformation of the then Faculty of Commerce and Management (FCM) which was established in 1979. Measured by the strength of its staff in teaching, research and consultancy; plus the breadth and quality of undergraduate and postgraduate programmes and extensive training and consultancy programs in business, entrepreneurship and management. UDBS is one of the leading institutions in business and management research, teaching and consultancy in
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Introduction Customer call centers are increasingly playing a crucial role in providing higher customer satisfaction (Anton, 1997). Many business organizations have invest heavily in call centers as they see it as an effective way to keep customer satisfied as well as gaining competitive advantages. The purpose of this study is to critically access the operational method and strategies adopted in a technical support department of a call center in order to provide maximum customer satisfaction. The
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Service quality; Service features; and Customer complaint handling as the major determinants of customer satisfaction in Banking sector: A Case study of National Bank of Pakistan Ishfaq Ahmed1, Shafiq Gul2, Umer Hayat3, Mohammad Qasim44 Introduction Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced
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for the National Health Service which provides healthcare for all UK citizens based on their needs rather than their ability to pay for it. It is funded by taxes. As the NHS is funded by taxes and the government, if a hospital were to overspend, it would not close. Instead, funding would be cut back for a suitable period of time. The NHS provide many different services for all UK citizens, such as emergency and urgent care, general practitioners (GP’s) or dental services. Urgent and emergency care
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European Journal of Social Sciences – Volume 16, Number 2 (2010) Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing C.N. Krishna Naik Head & Chairman, Board of Studies, Sri Krishna Devaraya Institute of Management Sri Krishna Devaraya University, Anantapur, Andhra Pradesh, India E-mail: profkrishnanaik@gmail.com Swapna Bhargavi Gantasala Assistant Professor, Aurora’s P.G. College Ramanthapur, Hyderabad E-mail: sappusunnyankith@gmail.com Gantasala V. Prabhakar Director
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THE CUSTOMER PYRAMID: CREATING AND SERVING PROFITABLE CUSTOMERS Zeithaml, Valarie A.; Rust, Roland T.; Lemon, Katherine N. California Management Review Summer2001, Vol. 43 Issue 4, p118 Innovative service companies today recognize that they can supercharge profits by acknowledging that different groups of customers vary widely in their behavior, desires, and responsiveness to marketing. Federal Express Corporation, for example, has revolutionized its marketing philosophy by categorizing its
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Manufacturing versus Service Please respond to the following: Compare and contrast the operations management function in manufacturing with the operations management function in service industries with a focus on the roles and responsibilities of the VP of operations. Determine which is the more challenging to manage and why. Manufacturing organizations produce physical, tangible goods that can be stored or processed in advance. Service organizations produce intangible products that cannot
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Business at Georgia State University, Atlanta. Prior to coming to Georgia State University in 1987, he was on the faculty of the University of California, Los Angeles (UCLA) for 18 years. Dr. McLean’s research focuses on the management of information services, the value of IS investments, and career issues for IS professionals. He has published over 125 papers in such journals as Information Systems Research, Journal of Management Information Systems, MIS Quarterly, Management Science, Communications
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base on empirical study: a sample of 100 surveys and face to face interviews will be taken. How to obtain customer loyalty through customer retention strategies in Small and Medium sized hotels? (A case study on Silver Spoon hotel Sialkot) In order to get achieve the objective, I would like to approach for both primary and secondary data. I would use SPSS and data of 100 customers from silver spoon hotel. 1. Justification of study In today’s competitive environment, organizations
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