Assessing Service Quality

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Release : 2015-05-12
Genre : Language Arts & Disciplines
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Book Rating : 105/5 ( reviews)

Assessing Service Quality - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Assessing Service Quality write by Peter Hernon. This book was released on 2015-05-12. Assessing Service Quality available in PDF, EPUB and Kindle. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.

Assessing Service Quality

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Release : 2010-01-19
Genre : Business & Economics
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Book Rating : 211/5 ( reviews)

Assessing Service Quality - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Assessing Service Quality write by Peter Hernon. This book was released on 2010-01-19. Assessing Service Quality available in PDF, EPUB and Kindle. This classic book is brought fully up to date as Hernon and Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service in new ways.

Service Quality

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Release : 1994
Genre : Business & Economics
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Book Rating : 200/5 ( reviews)

Service Quality - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Service Quality write by Roland T. Rust. This book was released on 1994. Service Quality available in PDF, EPUB and Kindle. The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.

Service Quality Measurement: Issues and Perspectives

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Release : 2013-06-01
Genre : Business & Economics
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Book Rating : 528/5 ( reviews)

Service Quality Measurement: Issues and Perspectives - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Service Quality Measurement: Issues and Perspectives write by Lewlyn L. R. Rodrigues. This book was released on 2013-06-01. Service Quality Measurement: Issues and Perspectives available in PDF, EPUB and Kindle. This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: ‘Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?’ This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the “research bent of mind” to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the [...]

Assessing Service Quality

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Author :
Release : 2015-05-12
Genre : Language Arts & Disciplines
Kind :
Book Rating : 083/5 ( reviews)

Assessing Service Quality - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Assessing Service Quality write by Peter Hernon. This book was released on 2015-05-12. Assessing Service Quality available in PDF, EPUB and Kindle. Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library servicesExplain service quality and customer satisfaction, and demonstrate how they are separate but intertwinedIdentify procedures for qualitatively and quantitatively measuring both service quality and satisfactionEncourage libraries to take action by presenting concrete steps they can take to become more customer-centricOffer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groupsThis book shows how to nurture an environment of continuous improvement through effective service quality assessment.