SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services Dr. Arash Shahin Department of Management, University of Isfahan, Iran E-Mail: arashshahin@hotmail.com Abstract Service firms like other organizations are realizing the significance of customer-centered philosophies and are turning to quality management approaches to help managing their businesses. This paper has started with the concept of service quality
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that can be categorized into three underlying problems – lack of motivation; low job satisfaction; and poor organizational environment and weak organizational culture. Lack of motivation and low employee job satisfaction is evident from the high rate of absenteeism and employee turnover. The employees are under compensated for the amount of work they're doing which has further decreased their overall job satisfaction and motivation, as can be seen from the increasing number of errors the programmers
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d SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services Dr. Arash Shahin Department of Management, University of Isfahan, Iran E-Mail: arashshahin@hotmail.com Abstract Service firms like other organizations are realizing the significance of customer-centered philosophies and are turning to quality management approaches to help managing their businesses. This paper has started with the concept of service quality
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(results) and inputs (competencies) Management of expectations – helps individuals to understand their roles and what they are expected to achieve in terms of both outcomes and competency levels Measurement, feedback and review – concerned with measuring performance (‘if you can’t measure it you can’t manage it’), feedback to individuals (self-generated or provided by their manager) and the review of outcomes as a basis for planning action Dialogue – concerned with creating a climate in which
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relationship. Usage of NLP in business world is still unexplored in certain aspects. This research paper is meant to study the impact of appropriate NLP techniques over the relationships that typically exist between managers and subordinates. Using a survey questionnaire, data is being collected from employees of a variety of organizations and found out that though mostly, NLP is unconsciously applied in managerial sector, it does play its role in improving the perceived manager-subordinate relationship
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(Rentzepopoulos, P. & Vassilia, O. 2010). How efficient and effective have E-government been over the past few years serving its peoples’ needs? When measuring the efficiency and effectiveness of E-government, there are many factors in determining how satisfied are customers, businesses, and administration employees when using technology to accomplish the job or receive assistance over the Internet. In terms of efficiency and effectiveness, there are three areas that have been emphasized on, such as it
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firm performance and the following HR practices: (1) job security (2) selective hiring, (3) self-managed teams (4) compensation policy, (5) extensive training, and (6) information sharing. We surveyed HR managers and recorded their perceptions about the links between HR practices and firm growth. Results demonstrated that compensation policy was the strongest predictor of sales growth. Results provide overall support for all HR practices except of job security. Eventually, selecting, training, and rewarding
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Overview: * Starbucks is a global coffee shop chain and it's headquarter is based in Seattle – U.S. It is considered the largest coffee shop company in the whole world. * It was established by 3 partners (Gerald Baldwin, Gordon Bowker and Ziev Siegl) Seattle – U.S. in 1971. In 1982 Schultz joined the team. Years later, the founders agreed to sell Starbucks to Schultz who took the company public. * The idea behind Starbucks was to make the coffee shop a "third place" beside home and work
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QualityLEARNING OBJECTIVESAfter completing this chapter, you should be able to: 1. Describe and illustrate the five dimensions of service quality. 2. Use the service quality gap model to diagnose quality problems for a service firm. 3. Describe how the SERVQUAL survey instrument is used to measure gaps in a service firm's quality. 4. Illustrate how Taguchi methods and poka-yoke methods are applied to quality design in services. 5. Construct a "house of quality" as part of a quality function deployment project.
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Measuring Human Resource Management’s Effectiveness in Improving Performance Sunil J. Ramlall, Ph.D. Assistant Professor College of Business University of St. Thomas TMH 331B, 1000 LaSalle Avenue Minneapolis, MN 55403 E-mail: sjramlall@stthomas.edu Phone: (651) 962-4349 © Ramlall, 2002 Abstract This article examines the strategic role of HR and its main practices, describes the outcomes of the respective category of HR practices, explains
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