Questions On Quality Customer Service

Questions On Quality Customer Service
Question #1: In this section you were told that customer service relates to the level of service an organization offers to its customers. The title of this
Module is "Manage Quality Customer Service." What does "quality customer service" mean?
Reflecting upon a customer service situation, recognizing and responding to a client's concern to best meet their needs of a customer. It means I need to
be creative and flexible in being innovative working out situations, my main objective is to make sure the clients need are met through my services.
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2) Why do you think the legislation and codes of practice mentioned at the bottom of the policy manual for Innovative Widgets are relevant?
The company is to be familiar with and be in line with the legislation and the business code of conduct. This is a convenient way to understand the
relevant Act into the required legal Acts.
Question #7: Using the customer service policy plan for Innovative Widgets, what are the obligations of an employee when dealing with a customer
enquiry or concern?
It is my duty to recognize and to respond to the specific needs of our clients by providing quality service. I need to be creative and flexible when
resolving their concerns that best meet their needs. The client/customer needs to feel and see my best effort to providing proper service swiftly. I will
get trust from the client from my actions.
Question #1: In this section you were told that customer service relates to the level of service an organization offers to its customers. The title of this
Module is "Manage Quality Customer Service." What does "quality customer service"
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How Customization And Service Quality
Customization and service quality are both important aspects for any successful restaurant. These components have many different qualities that can
ultimately be very beneficial for businesses or quite the contrary. By executing these qualities in a particular restaurant setting it is likely that the given
company will prosper. For my application paper I will focus in on how customization and service quality can be improved specifically at Charley G's
Restaurant in Lafayette, Louisiana. Charley G's Restaurant takes pride in having exceptional service. The staff is very accommodating to customers
and do they do their best to provide phenomenal service. The restaurant is equipped with Point of Sales system which helps waiters quickly and
efficiently send orders out to the kitchen which is very beneficial when it comes down to customizing particular orders. In fact, both the line cook and
the saucier chef for the restaurant were both definitely in favor of using the technology. Jordan Causey, a line cook for Charley G's, commented "You
can type in specifically what each customer wants. It speeds up the ordering process tremendously because the orders are immediately sent to our
kitchen staff" (Causey). (See exhibit 1) Because the kitchen gets the orders in so quickly, it accelerates the entire cooking and service process
immensely. Although we have come to the conclusion that the POS system is definitely an advantage to Charley G's, it also has one downfall,
personal errors

Report On Service Quality Of Auckland City Hospital
Individual Assignment Tutor name: Balakrishnan Nair Subject: Management in service delivery system Course: DHSM–7 Student name: Barot
Niranjan Topic: Service Quality Report on service quality of Auckland City hospital I am Barot Niranjan, administrator of health service of Auckland
City hospital. Our CEO of Auckland City clinic, enthusiastic about enhancing nature of service so I will give you comprehension of significance of
giving administration nature of consideration to accomplish consumer loyalty and client dependability. Meaning of service quality By method for
service quality is to individual fulfilment and at the same time change of nature of service quality. It comprise of roll out improvements to constant
change to accomplish great services of our association to satisfy consumer loyalty alongside due admiration. It comprise of different measurements like
tangibles, unwavering quality, responsiveness, confirmation, sympathy are critical to improve service quality for association. In a healing centre, it is
exceptionally fundamental to give legitimate arrangement of treatment to offer consideration to the patient, best case scenario quality. All the
restorative staff including specialists, attendants and administration staff ought to working all together and give their sound information to accomplish
palatable consideration to patient from doctor 's facility. Commonly patient needs to sit tight for a line. In this kind of conditions, service of

Benefits Of Supplying Quality Customer Service
Introduction
The benefits of supplying quality customer service are well documented for creating value for the business. Customer service leads to profitability and
brand reputation (Armistead and Clark, 1992); Quality customer service leads to higher levels of competitiveness (Chan et al. 2005); Quality customer
service reduces costs and boosts profitability (Crosby, 1980); and quality customer service increases customer retention and improves brand image
(Stamatis, 1996).
Therefore, it is obvious that a quality understanding of customer service can add substantial value to a business. Venkatraman and Ramanujam (1986)
briefly incorporate this notion with business size by adding that size and growth are typically used as a precedent for evaluating business success.
Conversely, Lash (1989) challenges this by explaining that small and large, profitable and unprofitable companies offer good and bad customer
service. These conflicting concepts form the basis of the investigation into, at what point does customer service strategies diverge depending on the
size or growth of the business? In approaching this question, forms of business size and growth and various aspects of customer service need to be
defined. It is common knowledge that there are many ways to measure the size or growth rate of a business depending on the complimenting
independent variables. However, the measurement of customer service comes with more complexity. This is due to service quality being difficult to

Quality And Quality: What Is Service Quality?
WHAT IS SERVICE QUALITY?
Quality is a driving force for improved competitiveness, customer satisfaction and profitability (Edvardsson, 1992). As for service quality, e.g.
American Marketing Organization defines it in two ways: first, it is an area of study that defines and describes how services are delivered so thatthe
service recipient is satisfied; second, high quality service is a delivery of service that meets and exceeds the expectations of the customers.
Parasumaran et al. (1985) state that service quality is defined by the customer evaluation of service outcome and service process as well as a
comparison of customer expectations with service performance. Hence, service quality can be thought as the fit between current service level and
customer expectations. Park et al. (2004) define service quality as a consumerвЂџs overall impression of efficiency of an organization and its services.
Thus, customer satisfaction is a judgment made based on a specific service encounter. Chen & Chang (2005) suggest that service quality is a process. ...
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Parasuraman et al., (1985) proposed that service quality is a function of the difference between expectation and performance along all the quality
dimensions. Customer perceptions of service quality are influenced by five socalled

Service Quality Hospitality
MANAGING SERVICE QUALITY IN HOSPITALITY INDUSTRY THROUGH MANAGING THE 'MOMENT OF TRUTH': A THEORETICAL
APPROACH Deborah Christine Widjaja Lecturer, Hotel Management Program, Faculty of Economics, Petra Christian University Email:
dwidjaja@peter.petra.ac.id Abstract: Hospitality industry is one of the service businesses that pays so much attention to service quality as it is the
main intangible product that it produces. This short article examines how to manage service quality in hospitality industry through managing the
'moment of truth' or service encounter. The analysis is done by referring to some problems and challenges in managing service encounters. The results
of the analysis show some important points to consider when managing... Show more content on Helpwriting.net ...
The functional quality is how a customer receives the service and how he experiences the simultaneous production and consumption process. All the
tangibles will create the technical quality but the intangibles will generate the functional quality. For example in a restaurant setting, the delicious
food served to the guest is the technical quality of a service; while how the guest is treated and served by the waiter is the functional quality. Both of
them give influence to the customer in perceiving the service quality. Very often the service provider who performs better in functional quality will
gain competitive advantage when most of service providers provide relatively the same technical quality. SERVICE ENCOUNTER OR "MOMENT
OF TRUTH" The term service encounter and 'moment of truth' are used interchangeably when discussing the period of time where customers interact
directly with a service. As it is stated by Lovelock (2002) that 'moment of truth' is "a point in service delivery where customers interact with service
employees or self–service equipment and the outcome may affect perceptions of service quality" (p. 55). In the 'moment of truth', a careless mistake
by an employee, a rude behavior or an unanticipated request by a guest can result in a dissatisfied guest (Kotler, 2003, p. 353). It is the crucial
moment for service provider to influence customer perception of service quality. For example, a hotel guest may experience several service

The Impact of Service Quality and Customer Satisfaction in...
Section 1: Introduction 1.1. Choose the Topic of Justification
According to the result of part A, the author has better understanding on her personality and preferable learning styles. And it briefly explained the
reason that the author to select this topic. Working human resources in service industry should be a suitable career for the author, because she realizes
that to work with a wide range of people and provide to others are the main preferences.
Regarding to her career choice, it is important for the author to know the factors that affecting customer satisfaction and loyalty in order to provide
better service quality for the customers. Also, this is for substantial development in her future career path. These are the... Show more content on
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Finally, whatever which of the airline companies, the consumers would base on their needs and their level to choose a suitable airline company. Price
is the one of the factors that consumer concern. They would concern about the price that is suitable for them and different class of the airline also will
affect this factor.
1.3 Academic Objectives of Project
The main purpose of this study consists in an investigation on the service quality as the cause and the loyalty as the effect of customer satisfaction in
airline industry.
These are research questions:
* Define the concepts of service quality and customer satisfaction from the literature
* Explore the components consisted of service quality and customer satisfaction
* Examine the impact between service quality and customer satisfaction 1.4 Outline of Sections
Part B is divided into five Sections.

Section 1 Introduction
It introduces the reason of choosing this topic in service marketing and the overview of airline industry. Moreover, it will mention the objectives of
this study and finally the outline of all sections is provided in order to give a brief concept about this study to the readers.
Section 2: Setting the scene
It is the background of the airline Industry nowadays, introduce that why airline industry can affect the service quality and customers satisfaction
strongly. Section 3 Literature Review
It reviews the existing literature

The Relationship Between Market Orientation And Service...
Researchers have suggested that mangers have understood the marketing concept too late and survival of service organization was in danger due to
changes in environment which brings so many hurdles in retaining the relationships with customers (Fisk 1994). Though market orientation and service
quality has a positive correlation with the good performance of business organizations, but there is always a question in front of managers that on the
basis of these two constructs i.e. market orientation and service quality, whether the service heal the grievances of customers in the market. Through
these two constructs i.e. market orientation and service quality, managers in service organizations provide good services to the customers according to
their ... Show more content on Helpwriting.net ...
This activity may be possible through proper service quality management and by paying more attention towards the development of strong market
orientation construct. Organization may enjoy more profits if managers understand the necessity factor associated with the demand of customers and
provide services according to those needs. And also get proper understanding about the culture through which most of the customers influenced. If the
managers fail to provide services according to the necessity and culture of the customers, then each and every effort would go in vein.
According to Voon (2006), the organization who has provide services without doing much research through market orientation has less impact on
customer satisfaction and customer loyalty as compare to the organizations who provides service–driven market orientation. Another researcher also
deduce that the there is always very strong relationship between market orientation and service quality. The company which provides their services to
the customers after doing proper market orientation, their performance in the market will improve and the company earns huge reputation among the

The Problem Of Blossoms Service Quality
Analyse the problem of Blossoms service quality And its solutions
1. Introduction
Blossoms Garden Centre is a gardening business which was established in the mid 1960's in Glasgow and expanded with diversified products and
services after 1990 (PMM, 2015). Due to the revival of gardening as a key feature after the Second World War in the UK, a great reputation had
obtained by its knowledgeable staff, wide range of the plants and minor competition in the local market at the beginning. Numerous larger chains
emerged with diverse facilities and products followed by the market changes in order to gather benefits. For the sake of survival, Sales, Cafeteria, and
the Hire Branch were developed by Blossoms for additional services with a series of loans (ibid). However, some problems have arisen as a result of
the falling profit from ВЈ507,579(2013) to ВЈ386,952(2014) in the process of its development. Based on the feedback of the customer and the staff, the
main problem for this business is the downgrade quality of customer service. This essay aims to investigate and search for solutions for this problem. It
begins by the causes of this problem and then critically examines the solutions which could be divided into two parts: staff motivation and operations
management. Finally, some recommendations could be provided for this enterprise.
2. Causes for Blossoms Recession
There are two causes for the downturn of Blossoms service quality: financial pressure and ineffective management.

Edward Deming's Improving The Quality Of Service Quality
Edward Deming contributed to the success in improving the quality in the workplace. His ideas became the framework and foundation of different
organizations, businesses, and institutions. All of them envision to serve their customers as best as they can and give the kind of service that will
increase productivity. According to Deming, "A system is in harmony when subsystems are not in conflict with one another." Based on this statement,
everyone in the workplace must have a good foundation, working harmoniously, and try to reach out the goal of their organization to give the best
service that they can render to their customers. Along Dewing's teachings about the quality of services, there are other factors that help in maintaining
the... Show more content on Helpwriting.net ...
Third, for opportunities, these are the elements that will help some improvement and changes to the system such as new trainings and workshops for
the staffs and more staff involvements in and outside the laboratory. Lastly for the threats, these are the internal and external sources of competitions
like turnaround time, unhappy patients and opposition to change.
These criteria will help the laboratory and the staffs to formulate their strategies and the quality of their services. After formulating the SWOT analysis,
the supervisor and the head department can use the lean six sigma project to solve their problem. This system uses the Define, Measure, Analyze,
Improve and Control (DMAIC) Framework and also focuses on eliminating wastes and non–valuable work in time and resources. According to Sadyadi,
"The application of Lean Six Sigma in the clinical laboratory has proven to be beneficial by enhancing quality services and meeting regulatory
requirements that specifically identify the need for adequate work space and reduction of laboratory errors" (Sadyadi 2013). This statement describes
that using strategies in the clinical laboratory will help to increase the type of services they render for customers' satisfaction. Using a strategy like the
lean six sigma helps them to create the appropriate action to solve their existing problem. The supervisor can watch the video from the last two months
to see the existing problem that they

Essay On Service Quality And Customer Satisfaction
BUSINESS RESEARCH METHODOLOGY
RESEARCH PROPOSAL
SERVICE QUALITY AND CUSTOMER SATISFACTION TOWARDS CELLULAR SERVICE PROVIDERS IN PAKISTAN
Submitted by
YUSRA BABAR
B00298203
ABSTRACT
The prosperity and achievement of any organization relies on several factors. Telecommunication sector aims to provide their customers with quality
services. Companies giving quality services tend to struggle more in order to survive in service sector which in turn satisfy their customers. This study
aims to examine the customer quality as a factor that satisfies customers. This study is quantitative in nature so self–administered questionnaire has
been adopted to analyze quality of the service provided by cellular service providers in Pakistan. ... Show more content on Helpwriting.net ...
(Olla et al., 2002).
The most effective way to stay connected with each other has become necessity in this busy world and telecom services are trying to make their market
capitalization strong by giving the best quality services. With the passage of time the competition has become immense and is becoming difficult to
meet maximum satisfaction of customer. At the same time quality should not be compromised.
So there is a strong need to research on the factors that investigate the customer's behavioral intentions towards service quality provided by telecom
sector. There is also a need to focus on both present and future customers.
OBJECTIVES OF THE STUDY
The main purpose and aim of this study is to identify the extent to which customers get satisfied with the services and quality provided by cellular
service providers in Pakistan.
SPECIFIC AIMS

пѓ The specific aims in this respect are as follows:
пѓ To identify the needs of customers expectations and perceptions about various service providers.
пѓ To check how service quality makes the customer loyal and stick to one service provider.
пѓ To examine the importance of different packages provided by cellular service providers such as pre–paid and post–paid.
пѓ To investigate about customers that switches one service provider to another.
пѓ To explore what customers expect through availing services.
PROJECTED RESEARCH

The Service Quality Program For Blue Mountain Resorts
Introduction
"Dave Sinclair vice–president of human resources at Blue Mountain Resorts, on December 2, 1999, was looking at his service quality program by
introducing three new proposals to the company executive team on Monday December 5th" (Analysis of the Case, Campbell). "Blue Mountain had
been using the service quality program for the past nine years, and has improved their service rated by the customers every year. The three proposals
that Dave is reviewing are ways to enhance the customers experience at Blue Mountain Resorts by making it easier to navigate and reduce stress" (the
BMR official cites). As Dave analyzed the three proposals he saw that they were a very logical continuation of the service quality program that he ...
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In 1999 Blue Mountain had is second best year in terms of attendance, with 415,920 visits" (the resort official cites). For Blue Mountain to run
efficiently is a very labor intensive. The first touch point for most customers is the call center; this is where reservations, directions, tee time,
equipment rental and questions are answered. The facility has eight food service facilities, a conference center for large meetings, three retail shops,
a day care facility, and three rental and repair shops. To keep the ski runs at their peak, they have to groom them every day, and make snow when
needed. BMR has also implemented a number of systems to help skiers while at the resort, including electronic message boards to inform guest of
open lifts and waiting times in line. BMR also has mountain guides on the slopes to help answer questions, along with ski patrol to also help answer
questions and for medical assistance. With all these different operations working simultaneously together, it was easy to lose track of the number on
goal which is servicing the customer. This is exactly what Dave Sinclair came upon when he first joined Blue Mountain in 1991. At this time BMR
had developed a reputation for long line and poor service. This is when Dave started to implement the Service Quality program. In taking the focus off
revenue growth and facility expansion and had to redefine what value they wanted to give the customer.

Improving Quality of Service for Multimedia
There are two ways of providing quality of service for multimedia first, adding quality of service to current cloud computing infrastructure, and second,
adding quality of service between cloud and multimedia infrastructures. In former, It focus on adding quality of service in only on cloud infrastructure
In later case, It focuses on adding quality of service between cloud infrastructure and multimedia infrastructure. In this research we focusing on how
cloud can provide quality of service with help of multimedia applications. According to the properties of multimedia services, similar types of
multimedia services is processed through cluster servers. Each Media edge cloud is having three clusters such as Storage, central processing unit,
graphical process unit (GPU). All media related applications will be processed by GPU. Storage types of media applications will be processed
through storage cluster. To improve the performance of media cloud, cloud proxy is proposed to reduce latency. The mobile media proxy is designed
to deal with mobile multimedia computing. Mobile caching is included to process the mobile applications because, Mobile applications need to
perform with minimum number of resources. (Cybenko, G, 1989) Media cloud processing
Figure 4:Media cloud processing (Cybenko, G, 1989)
3.6 MULTIMEDIA CONFERENCING
Multimedia conferencing is considered as real time data exchange between several parties. Media conferencing have three components such as

Quality in Services
What is Quality?
"The totality of features and( characteristics of a product or service that bear on its ability to satisfy stated or implied needs."
–Kotler
"Quality must provide goods and( services that completely satisfy the needs of both internal and external customers. Quality serves as the "bridge"
between the producer of goods or services and its customer."
–Johnson & Weinstein
"Quality is( consistent conformance to customer's expectations."
–Stack et al
( "Quality is a predictable degree of uniformity at a low cost with a quality suited to the market."
–Deming
"Higher quality has a beneficial( effect on both revenues and cost."
–Gummesson
Why Quality Matters?
In this increasingly competitive world, ... Show more content on Helpwriting.net ...
Team efforts play an important role. Effective implementation ofservice quality is possible trough excellent internal marketing program one of the
approaches is total quality management (TQM).
3) Monitoring Service Quality:
In order to monitor service quality various tools and techniques are used, they are:

1. Statical Tool,
2. Quality Function Deployment,
3. Internal Performance Analysis,
4. Customer Satisfaction Analysis. Research Model
Perceived service quality as a customer–based performance measure: An empirical examination of organizational barriers using an extended service
quality model was done by A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml.
Perceived service quality as customer–based performances measure is also known as SERVQUAL Model. This study empirically examines
organizational barriers to delivering high–quality service performance as measured by customer perceptions and expectations. Using the extended
service–quality model developed by Zeithaml, Berry, and Parasuraman (Journal of Marketing, 52, 35–48) as a conceptual framework, five specific
propositions implied by the model and by earlier studies contributing to its development were tested. Such testing required a complex research design
involving five service companies as well as samples of customers, contact employees, and managers from each company. The results have

SERVQUAL: A Model Of Service Quality Management
SERVQUAL is a model used to measure service quality management in relation to customer service quality needs. It analyzes the gap between the
two. In measuring service quality, SERVQUAL has been proved to be the most popularly used instrument in the past one decade. Oftenly, it is used to
measure service quality of a service providing organizations to compare the expectations of customers beforehand and their perception in regard to
the services being offered (Shahin, 2010). The model can be employed to assess the quality of services provided by any service organization, it being
universal. Services are economic activities, they provide benefits, and create value for clients. As such, there is a need for measurement of their quality
at specific points due to the desire for change, or on behalf of the customers that receive the services (Shahin, 2010). ... Show more content on
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The first set determines a customer's expectation of the firm, and the other set seeks to find out the perception of customers about the firm. This
enables a firm using the model to give a more accurate score of the overall perceived service quality (Weitz & Wensley, 2002).This model also enables
a firm to establish a good relationship between its employees and the clients. The firm is able to identify its weaknesses where management is
concerned, leading to improvement in the services offered with regard to the customers' opinion. This is because the firm will focus more on the
service quality effort based on the findings from the perception of the customers. In summary, implementing the SERVQUAL model can result in
customer retention and loyalty, positive comments, employee benefits, profit gains, and improvement in financial performance. This is because with it,
there will be a clear understanding of the customer's perception and what they expect in the future (Fedoroff,

Service Quality Of The Hotel Industry
Throughout this research chapter, the identification of the service quality in the hotel industry will be analyzed through the reviews of the past
literature on the hotel information in Kuala Lumpur and Klang Valley.
The establishment that will be observed and considered for this specific research will be according to the overall service in the hotel industry in the
golden triangle of Kuala Lumpur. This chapter outlines and defines the concept of service quality along with the measurement of the service quality
method, the differentiation between guests expectation and perception, customer satisfaction in the hospitality industry as well as the gap model that is
used by parasuraman&al. on foreign and local past articles that are also related to this study.
2.1 Service Quality
Service quality is not objectively measured according to some technical standards but is subjectively felt by customers and measured relative to
customer–determined standards (Kwortnik, 2005). Hence, the service quality is the gap between perceived services delivered and expected service.
Service quality is defined as the ability of how well a delivered service conforms to the client's expectations. Service business operators often evaluate
the service quality provided to their customers in order to not only improve their service but also identify problems quickly. In addition, to better assess
client satisfaction (parasuraman et al.,1988) interpreted service quality as the gaps between

Customer Orientation Of Airport Service Quality
Introduction
The aviation industry is one that is consistently changing and the demand in air travel is on the rise. With the rise in air travel, airports need to be
able to handle the traffic. But the problem is that service quality in an airport declines when the airport has reached its design peak hour or even
exceeded it. This simply means the airport cannot handle the amount of passengers it has thus customer satisfaction decreases.
Today 's air travelers have meaningful choices among airports and there is an increasing urgency among airport marketers to differentiate themselves by
meeting the needs of customers better than the competition. While passengers ' perception of airport service quality is only one of several variables (e.g.
routes, scheduling, location and prices) that contribute to overall airport attractiveness, it is nevertheless an important variable because of the
increasing importance of a customer orientation to competitive advantage in this industry.(Fodness & Murray, 2007)
Solving it would result in a more efficient airport which can reduce the amount of delays at an airport whether is from aircraft landing or taking off or
passenger traffic within the terminal thus giving the airport an advantage over the competition by becoming a preferred airport.
Literature Review
Airports are a place where passengers encounter a bundle of tangible and intangible services in what Bitner (1992) has characterized as an "elaborate
services cape". The

Gaps Model Of Service Quality
Aaron Klinger, MD (Chief Resident, Medicine)
Gaps Model of Service Quality Dr. Klinger, the Chief Resident at the Metro Hospital, just bought a house and is expecting a baby soon. His most
difficult patient is his moody pregnant wife. He is also teaching rounds to resident doctors at the hospital. Dr. Klinger was aware of patient non verbal
cues and appeal to the emotional needs of the pregnant patient, Lila Gonzales. This behavior closes the listening gap. Gaining trust is important to
patient care, patients are more likely to open up to providers if they know that they are not going to be judged. When Mr. Collins, patient with alcohol
withdrawal, had some concerns about his work, Dr. Klinger used honest and compassion to create open communication instead of being blunt. He also
listened to Mr. Collins' complaints and guilt–ridden admissions. This closes the listening gap. He learned to recognize his individual patient's needs.
Clearly there is a service design gap at the Metro Hospital because Dr. Klinger does not even have time to sit down and eat. Metro Hospital should hire
more physicians to meet the demand of the patients. Before performing a lumbar puncture, Dr. Klinger rush through the explanation using terms the
patients cannot understand. His busy schedule has affected his service delivery and performance negatively.
Dimensions of Quality
During Klinger could not remember the name of the nurse because she was not wearing any name tags. It is important for

How to Measure Quality of Service
Study design
In this field study, data on the independent variables and dependent variables were collected from consumers above 21 years old in several shopping
malls through short questionnaires drafted specifically for this analysis.
Population and sample
The population for this study comprised of consumers who had experience any form of service in the shopping mall. A systematic sampling procedure
was first used to scale down the size of the study to 100 and thereafter remove erroneous data. Then, through a simple random sampling procedure,
select 40 data from each of the following age group for this study; below 35 years old, 35 years and above but below 50 years old, and 50 years old
and above. Total sample size is 120 and 120 of the short questionnaires were consolidated for analysis. The unit of this analysis was the individual
consumer who is above the minimum age specified above, and had responded to and completed the short questionnaire without error.
All respondents are expected to have experienced a form of service from a shop, restaurant or supermarket in a shopping mall. All respondents are
also expected to have experience a service from the shopping mall, which they participate in the questionnaire. Numbers of respondents from each age
group were predetermined to avoid biasness in data.
Variables and measures
All demographic variables such as country and city of residence, age, gender, education level, occupation, religion, average number of hours spent

Management Of Quality Customer Service
Management of Quality Customer Service
In any business the customer is the most important component. The customer numbers and frequency determines the company 's profit and loss. The
number and frequencies of a customer are dependent on the quality of goods they get from your business while in the service industry, it is all about
good customer service. Good management of customer service leads to customer loyalty.
The management of good customer service involves the following;
Making the quality the norm
This process entails making sure that the customer service staffs go the whole way to make sure that they help the customer in the best of their ability.
Honesty and politeness
The virtues politeness and honesty should always be ... Show more content on Helpwriting.net ...
All the efforts done to improve the quality of service provided ranges from the reduction of time from when the customer comes in the Centre to the
moment he or she leaves.
Another important aspect is how the customer is handled at each step of the whole procedure. For example, from registration, the customer is given a
personal assistant who, depending on his condition, will push him in a wheelchair or guide him to the diagnostic room. This is a value adding tactic in
that it saves a lot in the time taken from one stage to another and also makes the patient the most vital part of the whole process. This action creates a
good rapport between the patient and the staff, especially the customer service staff.
Follow–ups
Another important whether the customer service staffs always do a follow up on the patient, regardless of their conditions. These shows the Centre 's
sincere concern and overall well wish to the customer. The customer service–people do this by making phone calls, sending text messages reminding
the patients about their appointments, and when to visit for checkups.
Setting Up Achievable Goals

In the medical Centre, customer service serves as a department which has set its goals. These goals are set not to act as a mode of punishment and to
motivate the customer service staff. As each member strives at their level best to serve every customer, they act to the best of their ability, increase the
value of quality offered, and

Quality Model: Parasuraman's Model Of Service Quality
A Conceptual Model of Service Quality
This Parasuraman, Zeithaml and Berry (1985) model shows factors that influence customers' expectations. These factors include word of mouth
communication; personal needs; past experience and external communication to customers (Figure 3.1). All these factors create the desire for service
in the customer's mind which is fulfilled through consumption of the desired services. This is followed by comparisons between the service encounter
and the expectations that the customer had in order to assess the quality of service.
Source: A Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, "A Conceptual Model of Service Quality and its implications for Future
Research", Journal of Marketing, Fall 1985 p44.
From Parasuraman's model, there are many interrelated factors which determine the service quality. The model shows the relationship between
customer expectations and perception. It outlines five stages (gaps) ... Show more content on Helpwriting.net ...
Dimensions considered to be important by customers for any particular service have smaller zone of tolerance than others, thus reflecting less
customer willingness to relax service standards. According to Berry (1991) study, customers value reliability above all other dimensions. Reliability
concerns the service outcomes hence the core of service. It is for this reason that reliability has a narrow zone of tolerance than the other four
dimensions which relate more to the service process (that is how the service is delivered. It is important for service companies to manage expectations
effectively by managing the service promises they make, by dependably performing the promised service, and by effectively communicating with
customers if they are to deliver reliable services to their customers and succeed in

Why Quality Of Service Is Important For The Success Of...
essay will explain why quality of service is important for costumers that results in success of companies. Competitiveness in a business area is hard in
reason that there are many different companies. In addition, quality is relevant to keep costumers and results in loyalty costumers.
Introduction:
Area of business is putting effort into customers' needs and creating strategies for the success of companies. Competitiveness in a business area is
known as the center of success or failure of companies. According to Bolton and Drew (1991) service quality is a function of the level of satisfaction,
or lack of consumers, also current level of a company's service performance.
Competitiveness is the basis of success or failure of a business. ... Show more content on Helpwriting.net ...
The services offered by industries are increasingly valued by clients for two reasons that good prices and products are not sufficient to meet the
demands of a commercial transaction.
Competition makes some factors essential such as the speed of delivery, product availability as well excellence in service or quality of products, and
good customer service, as well as reducing costs and prices to increase companies' competitiveness in the world market.
The release of new products and quality of service or product are two main important questions in the markets' world related to competitiveness. These
both reasons are normally known as Product evolution. According to Abernathy (1983) the fundamental issue of Product evolution represents a
competitive in the end of 1980 and 1990. Furthermore, Garvin (1988) says that is a competitive advantage of Japanese manufacturing comes from the
way the products are designed, developed and improved. In this competitive environment, characterized by intense competition level overall, the
emergence of fragmented markets and consumers increasingly more demanding and sophisticated, and more rapid technological change, diversified
and manufacturing, companies are subject to constant pressures to improving the quality of products.
According to Georghiou (1986) the incremental improvement of products existing and generations of alternative products is as important as the breaks
technology and the launch of new products.
In addition,

Disadvantages Of Service Quality
Quality as one basic dimension of competitive priorities is very important for companies, although different functions such as manufacturing, marketing
and engineering have different views of quality definitions, Garvin in 1987 clarified a framework of quality which includes eight dimensions,
performance, features, reliability, conformance, durability, serviceability, aesthetics and perceived quality (Ward, et al, 1998). Definitely, companies
could choose different one or more above dimensions strive to develop quality to be competitive priority.
For different types of companies, quality might refer to quality of products or quality of service. Compares with quality of products, service quality is
much more difficult to measure because service is intangible and acts and processes only existing in time. In addition, service has unique characteristic
which cannot be found in products, such as customer influence, inseparability of production and consumption, heterogeneity, perishability and labor
intensity (Nie & Kellogg, 1999). Even though, there are still many practitioners and academics are keen on measuring service quality because it has
already emerged as a key strategic issue. Companies want to better understand service quality, and to establish methods for improving quality to achieve
competitive advantage and build customer loyalty (Abdullah, 2006). Based on the importance of service quality, an increasing number of literatures
and companies pay attention to measuring

service quality
MKTG1255 – SERVICE QUALITY
PRACTICE MULTIPLE CHOICE QUESTIONS
THE QUESTIONS ARE FOR PRACTICE ONLY. THERE IS NO INDICATION THAT YOU WILL BE ASKED THE SAME QUESTION(S) IN THE
FINAL EXAM.
1. ____________ represent a special type of order taking that entitles customers to a specific unit of service.
a. Suggestions
b. Reservations
c. Trackers
d. Repossessions
e. Contracts
2. Which of the following is NOT considered an example of a hospitality element?
a. Greeting
b. Toilets and washrooms
c. Advice
d. Food and beverages
e. Transport
3. A company's ____________ helps to determine which supplementary services should be included.
a. location
b. delivery system
c. key service representative
d. service atmosphere
e. market positioning ... Show more content on Helpwriting.net ...
Physical equipment used to process people, possessions, or information

c. Customers
d. Labor
e. Infrastructure
18. Which of the following is NOT one of the conditions that fixed–capacity firms may face?
a. Excess capacity.
b. Demand exceeds desired capacity.
c. Demand and supply are well–balanced.
d. Ideal demand exceeds capacity.
e. Excess demand.
19. Which of the following is the correct action for a firm to take that wants to reduce demand and has insufficient capacity?
a. Take no action.
b. Consider override for most desirable segments.
c. Consider priority systems for most desirable segments.
d. Increase prices or encourage use in other time slots.
e. Lower prices selectively.
20. Which of the following is NOT one of the eight basic steps to developing and delivering a branded customer experience?
a. Target profitable customers, employing behavior segmentation rather than demographics.
b. Achieve a superior understanding of what your targeted customers value.
c. Design facilities that delight your customers and reduce complaints.
d. Give employees the skills, tools, and supporting processes needed to deliver the defined customer experience.
e. Make everyone a brand manager.
21. All of the following are questions to ask about demand patterns and their underlying causes EXCEPT ____________.
a. Do demand levels follow a predictable cycle?
b. What are the underlying causes of these cyclical variations?
c. How much demand are

Service Quality And Service Performance
Traditionally, Service quality can be portrayed as the result from client comparison between their assumptions about the service they will use and their
insight about the service company. That implies that if the insight recognitions would be higher than the desired the service will be considered as
fabulous, if the desires rise to the insight observations the service is viewed as great and if the desires are not met the service will be viewed as awful.
For a service to be considered as good the organisation is required for making customers satisfied and service quality should be associated with
customer perceptions and expectations. (Carlsson, 2010)
Service Quality as described by (William G. Zikmund, 1993) "is the degree to which the performance of service provider's matches customer
expectations. It can also be defined as those essential characteristics of a service that measures its excellence".
Researcher's trust that the service quality theory depends on the literature of client satisfaction and product quality. In other words, service quality can
be defined as the customer's overall journey of experience with the product, which can be measured by customer satisfaction while experiencing the
service.
The two major components of service quality are
1.Technical Quality of a Service– This component of service deals with what is the product that is delivered or served to the customer. All the physical
characteristics involved in service delivery come under

Literature Review On Quality Of Service
2. LITERATURE REVIEW
2.1 Quality of Service
The quality of service is the ability of the company to provide something that is beneficial to the customer and can deliver something that is in line
with the customer's expectations so that it will create a feeling of pleasure and feel comfortable to the customer (Ali Hasan, 2004: 91; Parasuraman,
Zeithaml, and Berry in Muhammad Adam (2014: 13), Tjiptono (2001: 165) in Ni Made Sugiarthi, et al (2012))
2.2 Dimensions and indicators of Quality of Service
From the results of the study theorists using the following dimensions and indicators:
1) Reliability
(TIM MarkPlus, 2009: 11–13; Ali Hasan, 2010: 92; Zeithaml et al in (Umar, 2003: 8) and Kotler (1997: 93); (Philip Kotler (2002: 93) in Erwin
Nurjadin 2008: 11); Lupiyoadi (2008: 182) in Diogenes Saputra (2013: 3)) The Indicators of Reliability are 1) accurate (consistent and conscientious)
service; and 2) Service in accordance with the promise, immediate and satisfactory (TIM MarkPlus, 2009: 11–13; Ali Hasan, 2010: 92; Freddy
Rangkuti in M. Nur Rianto Al Arif, 2012: 221–222)
2. Assurance
(TIM MarkPlus, 2009: 11–13; Zeithaml et al in (Umar, 2003: 8) and Kotler (1997: 93); Lupiyoadi (2008: 182) in Diogenes Saputra (2013: 3)). The
indictors of Assurance are 1) fostering trust (Courtesy (courtesy, attention and attitudes), mutual understanding, (knowledge, and skills (professional
skills / competencies): For example in Riba, speculation, partnering, world orientation and hereafter 2)

Improving Customer Service Quality in
GIRNE AMERICAN UNIVERSITY
INSTITUTE OF SOCIAL AND APPLIED SCIENCES
DEPARTMENT OF BUSINESS & ECONOMICS
Master Research Proposal
Improving Customer Service Quality in
4–5 Star Hotels in North Cyprus
Student Name – Asif HUSSAIN
Supervisor
Prof. Dr. ERDAL TURKAN
Email: asif_del04@yahoo.comAddress:13,Kucuk Medrese sokak Lefkosa
27–01–2011 1. Title: Improving customer service quality in 4–5 Star Hotels in North Cyprus 2. Background
This research will focus on an additive exploration of prior undergraduate research of Hussain,(2011). In 2011 Hussain has researched only 3 star
Hotels In Norther Cyprus. This study will incorporate 4–5 star hotels as its research settings. This will add ... Show more content on Helpwriting.net ...
According to Sohail, Roy, Saeed and Ahmed,2007; Kwortnik , 2005) researchers generally agree that service quality is not a uni dimensional assemble
that reflects whether a firm's customer service is superb or meagre. Instead service quality symbolizes a combination of factors that determine
customers' perceptions about the offering. Service quality is not objectively measured according to some technical standards but is subjectively felt by
customers and measured relative to customer–determined standards. Thus, service quality is the gap between perceived service delivered and expected
service.
As a result, service quality is defined similarly, "as a comparative function between consumer expectations and actual service performance" (Iacobucci
and Ostrom, 1995; Parasuraman et al.,1985)
Because of economic improvements, a long–term and commonly advantageous relationship between the customer and the hotel is becoming

progressively more important. Companies with satisfied –consumers benefit from higher margins and consequently greater profits–than do businesses
that fail to maintain and satisfy their consumers This fact has conducted hotels to invest in new ways to improve service quality and the perceived
value that hopefully will lead to better customer satisfaction and loyalty, and thus establish a better relationship quality with each customer.
(Jones, Mak and Sim, 2007; Barsky and Nash, 2003).
Knowing what represented service quality,

Service Quality and Student Satisfaction
A STUDY ON RELATIONSHIP BETWEEN QUALITY OF SERVICE AND STUDENTS' SATISFACTION AT UNIVERSITY CAFETERIA
1. BACKGROUND OF THE STUDY The college student market is currently influencing the expansion of university food services. Due to the dining
unit options as well as increasing off campus competitors, college students are not tolerating poor quality of food served by university dining services.
The college student market is currently influencing the development of institutional food service. To satisfy the basic nutritional needs of students,
university and college food service operations need to deliver a variety of fresh, healthy and tasty food. Student food service is one of the competitive
markets today, competing with other ... Show more content on Helpwriting.net ...
In Kim et al. (2008) studies found that service quality was found to be significant predictors affecting revisit intention in the university dining facilities.
2. PROBLEM STATEMENT Education organizations must play their own role to provide aquality of service for students. There are research found
that the most important factor influencing customer satisfaction is food quality (Sulek and Hensley, 2004). The findings of the study done by Liu and
Jang (2009) stated that food quality, atmospherics and service quality are some variables that important contributors to customer satisfaction. It shows
that there are always have a problem in providing food quality and atmosphere quality to customer towards meeting their satisfaction. Research done by
Lee (2004), has shown that food quality and convenient location are important dimensions affecting customer satisfaction which is turn determines
revisit intentions to institutional food service industries. Thus, it is important to identify these important dining attributes in the institutional foodservice
operation especially in university dining facilities.
3. RESEARCH OBJECTIVES Having briefed on the issue, the researcher identifies several objectives for this study. The research objectives are to: 1.
Identify factors

Service Quality Of English Islamic Banks
Abdullrahim (2010) in her dissertation titled "Service Quality of English Islamic Banks" used a qualitative focus groups research methodology as a
primary data collection, which is closely related to the methodology I will propose to use in my study. Abdullrahim (2010) used a mixed methodology
of qualitative (focus group) and quantitative (questionnaire) to conduct the study. A modified service quality model (SERVQUAL) was used to
measure the quality of service in Islamic banks in the United Kingdom (UK). The quality service model can be described as a degree and direction
of the difference between customer perception and customer expectation. The researcher stated that Islamic banking in the UK, "Britain has the most
active and developed Islamic banking sector in the European Union and is leading the way for Islamic banking in the west" (Abdullrahim, 2010, p.
1). The researcher focused on Muslims in the UK and what are their perceptions and evaluation of service of the quality of Islamic banks in the UK.
The researcher studied Islamic banks in England because there are millions of Muslims who lived in the UK and banks started to offer Sharia products
(Abdullrahim, 2010; Hanlon, 2004).
Abdullrahim conducted the focus group in two stages. First, "Eight focus group discussions were conducted with 36 Muslims" (Abdullrahim, 2010, p.
11). Second, "a pilot study, questionnaires were distributed by hand to Muslims in 10 cities" (Abdullrahim, 2010, p. 11). Abdullrahim asked open

Essay On Service Quality
2.Chapter 2 – Theoretical Background
2.1.Introduction
This chapter covers the theory for the concepts of service quality and service excellence and lays a foundation for Chapter 3 – Literature Review. The
chapter begins by reviewing the concept of service quality and the related concepts such as service quality expectation, service performance and service
outcomes. Then the concept of customer satisfaction as an outcome of service delivery is discussed.
2.2.Service Quality Concepts
The concept of quality have defined in terms of goods or products by the older literature. Because goods are tangible, their quality can be viewed in
terms of the, functionality which is dependent on their manufacturing processes. Parasuraman et al (1985) argues that the knowledge about goods is
not enough to fully understand the concept of service quality (Parasuraman et al., 1985). Services on the other hand are intangible, hence firms finds it
challenging to measure and evaluate their quality as perceived by customers. Service are performance base rather than objects they cannot be counted,
measured, inventoried, tested and verified before sales in order to assure quality. This leads to challenges in understanding customers perceived service
quality. Secondly services are is heterogeneity. This means that service... Show more content on Helpwriting.net ...
More focus has been on driving service quality outcome from the mere customer satisfaction to customer delight and archiving service excellence as the
competition in service industries is rapidly growing. The initial study on customer delight suggest that high levels of customer satisfaction will
eventually lead to customer delight in the following sequence; arousal в‡’ pleasure (positive affect) в‡’ delight sequence (Oliver et al., 1997). This
study revealed that customer delight and customer satisfaction have different effects on customer repurchase

The Influence of a Hotel Quality of Service and Image and...
I.Statement of Problem
Hospitality and tourism have evolved into truly global industries are dispersed worldwide. Due to changes in lifestyle, the services offered by
hospitality businesses are now considered to be necessities. Consequently, during the past decade, there has been an exponential growth in hospitality
businesses to meet the demands of the growing market. Today, hospitality organizations are faced with intense competition. Hence, in the scheme of
business, it has become apparent that the ultimate goal of any organization in a hyper– competitive market, is to maintain a loyal customer base. It is
essential for any hospitality organization to seek opportunities to gain a competitive advantage by adopting various ... Show more content on
Helpwriting.net ...
In a practical context, this knowledge assists hotel managers to develop creative strategies to nurture and to maintain customer loyalty from both
existing and prospective customers.Thus, discussions on the interrelationships between service quality, corporate image, and the mechanism by which
they jointly influence customer loyalty can be of major interest to hospitality firms and researchers. Thus, this study finding will further the knowledge
in the hospitality literature.
The aim of this article is to understand the influence of hotel service quality and corporate image on tourism customer loyalty. Data were collected from
tourists at several sight–seeing locations in Mauritius. The study sample comprised guests of various hotels in Mauritius who were randomly
approached and invited to participate in a survey on the hotel's services.
II.Review of Literature
Service Quality
Service quality is generally viewed as an overall evaluation of the service provided (Taylor & Baker, 1994). It has also been viewed as a
multidimensional construct formed from the consumer). Moreover, empirical studies indicate that consistently providing high quality service may help
hospitality firms increase their number of brand loyal customers (Backs & Parks, 2003). It is evident that for the long term success of hospitality firms,
customer loyalty is significantly more important than mere customer satisfaction

Quality Management : Dimensions Of Quality And Service
Section2: Quality management
Dimensions of quality /service
There are five dimensions of all customer care about–
The service provider should know what customers care about internal or external. Service quality is a good estimate. Price and to a minor degree
quality also count. But for service providers, customers care more about service quality.
If service provider get these dimensions right, customers will hand over the keys to their loyalty, because they will have received service excellence.
TANGIBLES
The quality of tangible service aspect define to the look of the physical environment and facilities, equipment, employees and the way of talking. In
other words, the tangible aspect is about creating first impressions and provide services . Airlines should need to provide all our customers to get a
unique positive and never forgetting primary good impression, this would make them more likely to return in the future. We respect freedom of
association and unions are a very important part of our workforces. At least 70% of our employees are covered by 37 collective employment
agreements.
RELIABILITY
We want safety to be a shared value and want to be the safest and healthiest workplace inNew Zealand. We also want to exceed the minimum
requirements of proposed new health and safety legislation. In May 2015 our Wellington cargo team celebrated 10 years of 'Destination Zero Harm', an
achievement that reflects the team's commitment to keeping their colleagues safe. The

Manage Quality Customer Service
HQCS: Manage Quality Customer
Service
Student Guide
BSBCUS501A: Manage Quality Customer Service
Elements of competence
Plan to meet internal and external customer requirements
Ensure delivery of quality products and/or services
Monitor, adjust and review customer service
1
BSB51107 Diploma of Management
_____________________________________________________________________________________________
Module description
This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the
basis of feedback and design for service improvement.
Learning outcomes
Students will, upon successful completion of this unit understand the needs of both ... Show more content on Helpwriting.net ...
Your Customer Service Plan should include:
A vision and mission that refers to internal and external customers
Product standards that include: o dimensions
o
tolerances

o
pricing
o
material
o
delivery
Policies and procedures for: o identifying customer needs that conform to the RATER model
o
responding to customer complaints
o
obtaining customer feedback, including a feedback questionnaire
o
updating the plan that includes:
–
contingency changes due to unforseen events
– routine reviews with no more than annual intervals.
All policies and procedures should:
Be clear and unambiguous
Be realistic and achievable
Contain prescriptive instructions for realistic scenarios

Contain decision trees and / or flow diagrams.
Your assessor will be looking for a plan that:
Is clearly written in plain English
Is easy to navigate
Has correct spelling and grammar
Contains sufficient evidence to meet the outcomes listed above
Shows consistency in the use of: o fonts
o
bullets
o
headings
Has any charts and tables produced.
HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010
Page 4
BSB51107 Diploma of Management
_____________________________________________________________________________________________
Assessment Task 2
Responding to Customer Complaints

Network Performance Quality Of Service Project Report
The aim of this project is to investigate and implement a standardised way to monitor and improve quality of service for a user with devices connected
to the internet of things. Although there are several papers referring to the need for this, any implementation has been on an ad–hoc bases for specific
devices/issues and not rolled out as a standard approach.
The approach this project is taking is to implement an algorithm which will monitor a network and work to improve its quality or service through
different protocols. It will not be specific to just one application and the end goal would be the algorithm working with all types of IoT devices and
handle a range of issues. 2.The Problem
Network performance Quality of Service (QoS) ... Show more content on Helpwriting.net ...
It is therefore interesting that this area remains to be unstandardized today.
The researcher in this paper proposes that the problem is responded to by a "QoS architecture based on IoT layered structure. This architecture sets
QoS agent in lower layers then transmits QoS requirements, trying to guarantee the consistency as well as effectively use the existing QoS mechanisms
in every layer."(Duan, Chen and Xing, 2011)
Other research suggests that the integration between IoT and other technologies such as Cloud Computing is "in its infantile phase and it has not
been extended to all application domains due to its inadequate quality of service architecture." (T, S and A, 2015) . We see here the lack of QoS in
the IoT also has an impact on the future and extendibility of the IoT. Within this area of QoS, which continues to be actively researched, there is still a
gap in any currently available solution. This project aims to contribute to this gap.
3.The Proposed Solution
The proposed solution is to develop a protocol, a set of rules, to monitor application performance and the real–time state of the network in the Internet
of Things (IoT). The objective of this ruleset is to achieve Quality of Service (QoS) from the network perspective and Quality of Experience (QoE)
from the user perspective. This ruleset will support a range of devices and applications in the IoT. There will also be consideration taken into

Essay On Service Quality
Service Quality Service quality is a comparison of expectations with perfomance. A business with high service quality will meet customer needs whilst
remaining economically competitive. The best way to measure the user satisfaction is to assess the relationship between customer satisfaction and
service quality. Service quality has different definitions. To what extent a service meets customers' needs or expectations is called service quality.
Service quality is the difference between customers' expectations of service and perceived service (Parasuraman, Zeithaml, and Berry, 1985). ... Show
more content on Helpwriting.net ...
The relationships between the service events, the customer's prior and post perceptions, and perceived and actual quality of delivered service all jointly
determine the success or failure of generating value (Grot and Dye, 1999). The customer value hierarchy suggests that desired value is composed of a
preference for specific and measurable dimensions; the attributes, attribute performances, and consequences linked to goals for use situations. Desired
value, in turn, guides customers when they form perceptions of how well or poorly a product has performed in the use situation. That is, they evaluate
use experiences o n the same attributes, attribute performance, and consequences constructed in their desired value hierarchies. Customer value is the
difference between the values the customer gains from owning and using a product and the cost of obtaining the

Definition Of Quality Service And Service
Table of Contents
Our Mission Mission Statement Definition of Quality Service
Hospitality vs Service
Customer Service Basics Introduction of Customer Service
How to Achieve Outstanding Customer Service The First Impression Steps for Attaining Superior Quality of Service Service Personnel Etiquette (Do's
& Dont's)
Dealing With Difficult Customers Communicating With UnsatisfiedCustomer Solving the Customers Problem(s)
Management Managing Change Managing Conflict
OUR MISSION
Mission Statement
Choice Hotels' mission is to set new standards for the nations expectations of the hospitality industry. We plan to continue to expand and grow our
reputation as one of our nation's most respected hospitality management companies. ... Show more content on Helpwriting.net ...
It is the customer! The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. In fact,
the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else.
Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in
mind – pleasing the customer."
–Sam M. Walton, CEO Wal
–Mart

How to Achieve Outstanding Customer Service
The First Impression
Leaving a good first impression on our guests is very important to Choice Hotels. Sales people know that their success and livelihood is dependent on
how their potential customers perceive them in the initial 30 seconds of interaction. Outstanding salespeople know how to create an instantaneous
rapport with their potential customers. Customers alike will then follow their advice and buy our product and services. The reality is that we prefer to
do business with people whom we like and trust. First impressions are the key to creating confidence and trust in the customer.
As the old saying goes: "You will never get a second chance to make a first impression." This is the reason why the first impression is extremely
important to Choice Hotels, because it can set the tone for all of our future transactions.
Here are a few ways of generating positive

Quality Of Service : Wireless And Cellular Networks
COEN 331 Summer 15
Nishant BochareW1165712
Quality of service in Wireless and Cellular Networks
A report by Nishant Bochare
Santa Clara University
Submitted to
Dr. Keyvan Moataghed
Audience
Audience for this topic can be the anyone who has some basic knowledge about networking. This Document provide detailed information about quality
of structure (QoS) in wireless networks and cellular networks.
This document contain overview of QoS and several enhancement and schemes for QoS. The reader for this document can be student, researcher,
technician and working employe in networking related field.
INDEX
1. Introduction3
2. Definition of QoS5
3. QoS overview and Background 5
4. QoS Guarantees7
5. QoS network architecture 8
6. Applications Requiring QoS9
7. User Perceived Quality10

8. QoS Scheme10 8.1 Challenges of Wired QoS11 8.2 Wired QoS Schemes11
8.2.1Integrated Services (IntServ) 11
8.2.2Differentiated Services (DiffServ) 11
9. QoS Limitation of IEEE 802.11 MAC 12 9.1 QoS limitations of DCF129.2 QoS limitations of PCF13
10. IEEE 802.11e13
10.1 Enhanced Distributed Coordination Function (EDCF)14
10.2 Arbitration inter–frame spacing (AIFS) in 802.1115
11. IEEE 802.1616
12. INSIGNIA16
13. Cross–layer Scheduling

Case study: Managing Customer Quality Service
Contents1.Lifetime Customer Value....................................................1What would you estimate is the lifetime customer value (LCV) of Laura's
business at each of the stores?How would you account for any difference?2.Level of Service..................................................................3How would you
rate the level of service provided by the two newsagents? Why?3.Customer Satisfaction and Customer Loyalty.........................4Although Laura
shopped at the first newsagent regularly, was she loyal? Do you think the first newsagent confused "satisfaction" or even "nowhere else to go" with
loyalty?Why is this dangerous for a business?How would you advise the first newsagent to proceed if she is to retain her ... Show more content on
Helpwriting.net ...
Despite, the store has a large range of goods and is well laid out and clean, but the owner doesn't treasure this as an opportunity to attract more new
customers. On the contrary, he provides bad service or even no service to customers which may due to people start leaving his business and work for
his competitors.
For the new newsagent, I would rate four out of 5 to the service it provides to its customers because the owner, Chris, greeted Laura with a smile and
asked if she needs any help. This is a good example of good quality service. "Service goes beyond friendliness or kindness." (Jacques Horovitz 1990,
p.3) So, by asking questions and listening carefully to the answers can make customers feel that they are not by themselves, they got someone to look
after and finally they enjoy going in there.
Moreover, Chris understands the concept of treating customers as long–term appreciating asset, will help to build image and trust of her store and
hence to attract more new customers and increase their loyalty.
Q3) Although Laura shopped at the first newsagent regularly, was she loyal? Do you think the first newsagent confused "satisfaction" or even
"nowhere else to go" with loyalty? Why is this dangerous for a business? How would you advise the first newsagent to proceed if she is to retain her
customer base? In your answer, include a discussion on meeting the psychological

An Exploration of the Components of Service Quality
Literature Review
Service Quality
The initial efforts of defining and measuring quality have primary focused on goods since the end of 1970s (e.g., Clark et al, 1987; Garvin, 1984).
Crosby (1979) described goods quality as to reach or exceed standards. Garvin (1983) suggested that goods quality could be evaluated by the
incidence number of failures which occur either before a product leaves the factory or after a unit is set up in the field. Compared with the discussions
on goods quality, service quality had been explored rarely then (e.g., Sasser, Olsen & Wyckoff, 1978; Gronroos, 1982; Lewis & Booms, 1983).
Parasuranman et al (1985) is one of the cornerstone studies of service quality, which gave the definition of service quality as the discrepancy between
customers' expectation for service and their perceptions of service performance they receive. The three authors further developed a comprehensive
measurement set of service attributes called SERVQUAL. An appliance repair and maintenance firm, several retail banks, a long–distance telephone
provider, a securities broker, and credit card companies. ERVQUAL is a 22
–item scale which measures service quality from five perspectives;
reliability, responsiveness, assurance, empathy, and tangibles (Parasuraman et al, 1988). SERVQUAL has been widely used as criteria of evaluating
service quality (e.g., Reidenbach & Sandifer–Smallwood, 1990; Tan & Pawitra, 2001; Markovic & Raspor, 2010). Zeithaml et al (1990, p. xi) applauded

Questions On Quality Customer Service

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