krainaksiazek service quality and its effect on customer satisfaction 20045568

- znaleziono 19 produktów w 3 sklepach

Virtual Product Advice and its impact on customer satisfaction in an online environment - 2826864643

299,77 zł

Virtual Product Advice and its impact on customer satisfaction in an online environment GRIN Verlag

Książki / Literatura obcojęzyczna

Master's Thesis from the year 2013 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, ESCP Europe, course: Complexity, Ecommerce, Electronic Commerce, E-Satisfaction, Expertise Knowledge, Means-End Chain, Product Search Interfaces, Usability, Virtual Product Advisors, WebQual, Web Site Quality, Search Navigation, language: English, abstract: Consumers nowadays purchase a variety of products in online shops for different reasons. Certain products involve high involvement decision-making with low purchase frequencies in general. At the same time, virtual shelf space is unlimited and consumers face a variety of products, which exceeds their rational capabilities. This condition requires online shop operators to implement search tools in their web sites that allow consumers to structure and reduce complexity, both on a catalogue and a product level. Consumers in general do not always possess product expertise, especially in the case of low frequency purchases such as digital cameras. Virtual product advisors intend to fill this gap.§§The primary objective of the thesis is to investigate the interaction effect between different levels of consumer knowledge and a chosen product search approach. A special focus is put on a virtual product advisor and a facet search as a structuring tool. Based on theoretical work in marketing, psychology, information system management a set of hypotheses was developed pertaining to the interaction effect and how it affects the perceived quality of the online feature of§a product search interface from a consumer perspective.§§A randomized experiment with a control group design in a live Online Shop was conducted to test the hypotheses. In sum, the findings suggest a contingency between the consumer§knowledge and a product search interface in regard of the impact on antecedents of esatisfaction. The results provide two different angles from a marketing perspective in terms of§usefulness and from an information system management point of view in terms of usability.

Sklep: Libristo.pl

Impact of Service Quality in Organisations: Case Study of Jakey Travel - 2827020115

96,22 zł

Impact of Service Quality in Organisations: Case Study of Jakey Travel GRIN Verlag

Książki / Literatura obcojęzyczna

Scholarly Research Paper from the year 2012 in the subject Business economics - Personnel and Organisation, printed single-sided, grade: A, University of Plymouth, language: English, abstract: This report draws from relevant academic theories and models in evaluating the current situation at Jakey Travel. Having identified the underlying issues at the firm, suitable measures to improve service quality at the firm are recommended. 1. Impact of Service Quality on Customer LoyaltyA careful assessment of relevant literature reveals plenty of empirical evidence in support of the proposition that service quality is a significant determinant of customer loyalty (Akbar et al., 2010). For example, in a recent study of the impact of service quality on customer loyalty in the context of retail outlets, Sainy (2010) demonstrated that the former has a strong, positive effect on the latter. Oliver (1981) contends that customer loyalty develops gradually and is not a result of a single experience. More specifically, Oliver (1981) asserts that consumers first become loyal in a cognitive sense, i.e., when they perceive the quality of a service delivered to them by an organisation as superior compared to its competitors, they consider the firm as a wise choice over other alternatives. At the second stage is affective loyalty when the consumer develops a liking for the firm based on cumulatively satisfying service experiences. The third stage is conative loyalty whereby the consumer is committed to buying services from the same firm. This leads to the fourth stage, known as action loyalty, whereby the consumer exhibits consistent repurchase behaviour and engages in positive word of mouth communication about the firm.

Sklep: Libristo.pl

Total Quality Management - A Case Study of a Quality Award Winning Organization - 2840795079

119,61 zł

Total Quality Management - A Case Study of a Quality Award Winning Organization GRIN Verlag

Książki / Literatura obcojęzyczna

Seminar paper from the year 2003 in the subject Business economics - Business Management, Corporate Governance, printed single-sided, University of Phoenix, 20 entries in the bibliography, language: English, abstract: In today s society, consumers are often seen more as numbers than actual people. Customer service is talked about frequently, but rarely delivered upon. Customer s requests or needs that go beyond what employees typically experience often fall upon the deaf ears of apathetic employees. Complaints are often handled equally as careless. One company, however, has a reputation for being different Ritz-Carlton Hotels. The corporation s commitment to customer satisfaction and guest services is apparent in every facet of their business. It is an employee s duty to go above and beyond the call of duty with each and every customer they service. This two-time winner of the prestigious Malcolm Baldridge Quality Award has truly taken customer service to a level head and shoulders above their competition. This superior level of service did not simply happen by chance, however. The Ritz-Carlton organization has molded their employees into superior service providers with a variety of intensive trainings, merit-based appraisal systems, and continuous reinforcement of the company s commitment to these Gold Standards . This commitment by both the organization and each and every team member has allowed Ritz-Carlton to take the theory that the customer is always right and evolve it into the ultimate customer service experience that is the cornerstone of their success. In addition, by using Total Quality Management (TQM), Ritz-Carlton Hotel Company has not only been able to maintain superior customer service, but drive significant and sustainable change. This adaptability, while still maintaining the highest levels of quality, has propelled Ritz-Carlton to the forefront of its industry.

Sklep: Libristo.pl

The utilization of customer journey mapping in the automotive industry - 2843289401

111,48 zł

The utilization of customer journey mapping in the automotive industry GRIN Verlag

Książki / Literatura obcojęzyczna

Seminar paper from the year 2014 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,2, Leipzig Graduate School of Management, course: Service Retail and Marketing, language: English, abstract: Commoditized products and volatile market environments frame the setting that companies are facing today. Thereby, the importance of differentiation as key to company s growth is more relevant than ever. It is widely assumed that differentiation often refers to products or market positions. However, more recently, the concept of Experience Based Differentiation (EBD) emerged as an idea for companies to build sustainable relations and loyalty by delivering a superior, differentiated experience to customers.§§Managers have become increasingly aware that customers are their most valuable assets. However, pure Customer Relationship Management (CRM) is not sufficient anymore. Thus, Customer Experience Management (CEM) takes CRM to the next level by integrating customer experience (CEx) and emotions during interactions into consideration (Fatma 2014). Tracing the considerably increasing number of customer touch points and derive so called customer journey maps, helps companies to understand the broader reasons of performance gaps and thus address root causes. A recent study by McKinsey & Company (2013) revealed that companies that are able to map and optimize relevant customer journeys reinforce superior CEx, reduce churn and increase revenue, and, as a result, built sustainable relationships. In addition, greater employee satisfaction and an increased effectiveness of cross-functional collaborations have been observed. However, most companies fail to strategically align and manage the CEx across all touch points and miss a great opportunity to differentiate. This gives relevance to a study on the potential of Customer Journey Mapping (CJM), as a way for the marketing management to understand CEx during all interactions.§§In the process of the present work, the concepts of Customer Experience (CEx), Customer Experience Management (CEM), Customer Journeys (CJ), as well as Customer Journey Mapping (CJM) are important. Therefore, the basic idea of these concepts will be characterized and explained in this sub-chapter.§The terms CEx and CEM have been introduced to the marketing management several years ago and have its roots in the concepts of service quality and customer service, which evolved during the eighties and nineties (Drotskiie, 2009, p. 363). Today, a common understanding of the frequently cited concept of CEx is the user s interpretation of his or her total interaction

Sklep: Libristo.pl

A European Vision for Air Passengers. - Anna Konert - 2836938716

23,39 zł

A European Vision for Air Passengers. - Anna Konert

Książki & Multimedia > Książki

Opis - Introduction (...) the future development of international civil aviation can greatly help to create and preserve friendship and understanding among the nations and peoples of the world, yet its abuse can become a threat to the general security; and (...) it is desirable to avoid friction and to promote that cooperation between nations and peoples upon which the peace of the world depends;1 Air passenger rights have become one of the most important consumer rights areas since the number of people who are travelling is growing every year.2 "Over the last thirty years, there has been a boom in mobility in Europe. For millions of citizens travel has become a reality, indeed a right (...) The air transport sector has seen a number of changes: the emergence of low cost airlines, the restructuring of other airlines, the opening up of new routes, and the availability of information or tickets on the Internet with a general reduction in fares. Millions of people have flown as a result of the setting up of an internal aviation market".3 According to Vice-President of the Commission Siim Kallas, responsible for transport "passengers need a common set of principles, so that they can be more easily aware of their rights if something goes wrong with their trip, regardless of the mode of transport they use or whether a journey takes place wholly within a single Member State or goes through an intra-Community or external frontier"4. Europe's success in securing and upholding passenger rights is one of the resounding achievements of the EU transport policy. Therefore, it was 1 Preamble to Convention on International Civil Aviation, signed at Chicago, on 7 December 1944 (Chicago Convention). 2 ECC-Net Air Passenger Rights Report 2011 - in the aftermath of the 'Volcanic Ash Crisis', October 2011 (available at http://ec.europa.eu/consumers/ecc/docs/ecc_net_air_passenger_ report_2011.pdf). 3 Communication From The Commission To The European Parliament And The Council Strengthening passenger rights within the European Union, Brussels, 16.2.2005 COM(2005) 46 final. 4 http://ec.europa.eu/transport/passenger-rights/en/index.html 8 Introduction necessary for the European Community to strengthen the rights of passengers and to ensure that air carriers operate under harmonized conditions in a liberalized market. Liberalisation, however, is not enough. Other measures are needed to protect passengers' interests and ensure that they fully profit from the single market.5 Air passenger rights can cover the following fields: People with disabilities and people with reduced mobility; Denied boarding; Cancellation; Long delays; Problems with Baggage; Identity of the airline; Package holidays; Price transparency. All these fields are covered by special regulations. Notwithstanding the most controversial and with unclear provisions is Regulation (EC) 261/20046. Therefore, there is a need to analyse the existing judgments and different theories in legal doctrine regarding this Regulation. It introduced important new rights for air passengers in the event of denied boarding, long delay, cancellations and downgrading. The Regulation took effect on 18 February 2005 and sets a minimum level of quality standards in order to protect passengers. It repealed Regulation (EEC) No. 295/91 and it sets out the entitlements of air passengers when a flight that they intend to travel on is delayed or cancelled, or when they are denied boarding to such a flight due to overbooking, or when the airline is unable to accommodate them in the class they had booked. It is very important to ensure a high level of protection for passengers. Moreover, full account should be taken of the requirements of consumer protection in general. As it is stated in Preamble to Regulation 261/2004, denied boarding and cancellation or long delay of flights cause serious trouble and inconvenience to passengers and the number of passengers denied boarding against their will remains too high, as does that affected by cancellations without prior warning and that affected by long delays. Therefore, it was necessary for the European Community to strengthen the rights of passengers and to ensure that air carriers operate under harmonized conditions in a liberalized market. It is also stated that the number of passengers denied boarding against their will should be reduced by requiring air carriers to call for volunteers to surrender their reservations, in exchange for benefits, instead of denying passengers boarding, and by fully compensating those finally denied boarding and that passengers denied boarding against their will should be able either to cancel their flights, with reimbursement of their tickets, or to continue 5 European Commission, Air - legislation in force since 2005 at: http://ec.europa.eu/transport/ themes/passengers/air/index_en.htm 6 Official Journal of the European Union, L 46, pp. 1-7 (17-2-2004). Introduction 9 them under satisfactory conditions, and should be adequately cared for while awaiting a later flight.7 As IATA indicates, airlines are committed to looking after their passengers, and overlapping passenger rights regimes around the world creates difficulties for the industry and confusion for passengers. The patchwork of regimes defeats the purpose of providing passengers with clear, transparent rights that they can count on. Clear information to passengers on their rights should be the first priority of government and the industry.8 In response to this, the industry unanimously adopted a set of principles at the 2013 IATA Annual General Meeting. The principles call on governments to develop consumer protection regulations that:

Sklep: InBook.pl

Shared Services - 2826751745

1043,30 zł

Shared Services John Wiley & Sons Inc

Książki / Literatura obcojęzyczna

"One of the ways companies are looking for competitive advantage in this frenetic [business] environment ...is through the use of a tactical technique called shared services...In this book, we bridge [the] chasm between the theory of how a shared services operation 'ought to' work and the practical issues involved in how to make it work, how to carry out a successful implementation of a shared service operation in your business."-from the Preface. Gaining competitive advantage in today's fierce business environment requires focus throughout the company on value, as measured by quality, cost, speed, and service. In the quest for superior performance, a growing number of companies are now turning to shared services, a tactical technique by which corporations can organize financial and other transaction-oriented activities to reduce costs and provide better service to business unit partners. Written by four authorities, three PricewaterhouseCoopers consultants and the executive who has directed the shared service efforts at Lucent Technologies, this comprehensive resource-the first of its kind-examines shared services from the macro issues that compel senior management to embrace this approach through the design and implementation of a shared services environment that leads to increased customer and shareholder value. Of all the tools available for gaining competitive advantage, why shared services? One of the principal reasons is that it creates, through consolidation of often disparate activities, more of a "one company" feel among business units. The benefits of this are twofold: one, it enables companies to show a consistent face to clients and customers, vendors and suppliers, shareholders and potential shareholders; two, it provides increased flexibility to all of the business' operations, allowing corporate leaders to maintain a global perspective while at the same time allowing business unit leaders to take strong, customer-focused actions. Providing both a domestic and global view, Shared Services addresses the full spectrum of issues, including: Assessing whether shared services is right for you-issues to consider, goals to be reached. Getting started-building support, establishing an effective organization, instituting continuous communication. Setting up the infrastructure-billing shared services to business units, dealing with tax and legal entity issues. International challenges-complexity, time zone, legal issues, currency stability, and security. Program and project management-structures, planning, execution, and control. A groundbreaking book that examines a timely and important topic, Shared Services is an accessible and thorough guide to what could be a critical component in achieving long-term business success. This comprehensive resource is the first to introduce, explain, and explore shared services, an innovative business strategy that involves centralizing various business units, including accounting and transactional operations, to reduce costs and increase customer satisfaction. Presenting a practical and easy-to-follow blueprint for the smooth and sound implementation of shared services in your organization, Shared Services: Adding Value to the Business Units covers all the fundamentals, from how to get started to proper management techniques.

Sklep: Libristo.pl

Memory ( flash cards ) TRANSCEND NAND Flash Compact Flash 32GB 400x, Plastic - 2449618599

182,00 zł

Memory ( flash cards ) TRANSCEND NAND Flash Compact Flash 32GB 400x, Plastic transcend

Pamięci>Karty Flash

Transcend is one of the world's leading memory manufacturers. It was the first company in Taiwan to gain the ISO 9001 certification for memory products and the first company in the world to offer its customers memory with a lifetime guarantee. Transcend's motto "Your Supplier, Your Partner, Your Friend" is more than just a slogan. It is an indication of the company's serious commitment to deliver the highest quality of service. Transcend has always focused efforts on providing the highest quality products at reasonable prices, with attentive after sales service and support that assures customer satisfaction. And Transcend's commitment to R&D insures that the company will continue to produce products that will keep Transcend at the forefront of the industry....

Sklep: alcsklep

TRANSCEND NAND Flash Secure Digital High Capacity 32GB Class 10 - 2449618600

84,00 zł

TRANSCEND NAND Flash Secure Digital High Capacity 32GB Class 10 transcend

Pamięci>Karty Flash

Transcend is one of the world's leading memory manufacturers. It was the first company in Taiwan to gain the ISO 9001 certification for memory products and the first company in the world to offer its customers memory with a lifetime guarantee. Transcend's motto "Your Supplier, Your Partner, Your Friend" is more than just a slogan. It is an indication of the company's serious commitment to deliver the highest quality of service. Transcend has always focused efforts on providing the highest quality products at reasonable prices, with attentive after sales service and support that assures customer satisfaction. And Transcend's commitment to R&D insures that the company will continue to produce products that will keep Transcend at the forefront of the industry....

Sklep: alcsklep

TRANSCEND NAND Flash Micro SDHC 32GB x 1 Class 4 z Adatper(SD 2.0) - 2449618601

85,00 zł

TRANSCEND NAND Flash Micro SDHC 32GB x 1 Class 4 z Adatper(SD 2.0) transcend

Pamięci>Karty Flash

Transcend is one of the world's leading memory manufacturers. It was the first company in Taiwan to gain the ISO 9001 certification for memory products and the first company in the world to offer its customers memory with a lifetime guarantee. Transcend's motto "Your Supplier, Your Partner, Your Friend" is more than just a slogan. It is an indication of the company's serious commitment to deliver the highest quality of service. Transcend has always focused efforts on providing the highest quality products at reasonable prices, with attentive after sales service and support that assures customer satisfaction. And Transcend's commitment to R&D insures that the company will continue to produce products that will keep Transcend at the forefront of the industry....

Sklep: alcsklep

TRANSCEND NAND Flash Micro SDHC 16GB Class 10, Plastic z SDHC adapter - 2449618602

43,00 zł

TRANSCEND NAND Flash Micro SDHC 16GB Class 10, Plastic z SDHC adapter transcend

Pamięci>Karty Flash

Transcend is one of the world's leading memory manufacturers. It was the first company in Taiwan to gain the ISO 9001 certification for memory products and the first company in the world to offer its customers memory with a lifetime guarantee. Transcend's motto "Your Supplier, Your Partner, Your Friend" is more than just a slogan. It is an indication of the company's serious commitment to deliver the highest quality of service. Transcend has always focused efforts on providing the highest quality products at reasonable prices, with attentive after sales service and support that assures customer satisfaction. And Transcend's commitment to R&D insures that the company will continue to produce products that will keep Transcend at the forefront of the industry....

Sklep: alcsklep

TRANSCEND NAND Flash Micro SDHC 16GB Class 4, Plastic - 2449618603

41,00 zł

TRANSCEND NAND Flash Micro SDHC 16GB Class 4, Plastic transcend

Pamięci>Karty Flash

Transcend is one of the world's leading memory manufacturers. It was the first company in Taiwan to gain the ISO 9001 certification for memory products and the first company in the world to offer its customers memory with a lifetime guarantee. Transcend's motto "Your Supplier, Your Partner, Your Friend" is more than just a slogan. It is an indication of the company's serious commitment to deliver the highest quality of service. Transcend has always focused efforts on providing the highest quality products at reasonable prices, with attentive after sales service and support that assures customer satisfaction. And Transcend's commitment to R&D insures that the company will continue to produce products that will keep Transcend at the forefront of the industry....

Sklep: alcsklep

TRANSCEND microSDHC Class 4 NAND Flash Micro SDHC 8GB Class 4, Plastic z SDHC adapter - 2449618604

21,00 zł

TRANSCEND microSDHC Class 4 NAND Flash Micro SDHC 8GB Class 4, Plastic z SDHC adapter transcend

Pamięci>Karty Flash

Transcend is one of the world's leading memory manufacturers. It was the first company in Taiwan to gain the ISO 9001 certification for memory products and the first company in the world to offer its customers memory with a lifetime guarantee. Transcend's motto "Your Supplier, Your Partner, Your Friend" is more than just a slogan. It is an indication of the company's serious commitment to deliver the highest quality of service. Transcend has always focused efforts on providing the highest quality products at reasonable prices, with attentive after sales service and support that assures customer satisfaction. And Transcend's commitment to R&D insures that the company will continue to produce products that will keep Transcend at the forefront of the industry....

Sklep: alcsklep

TRANSCEND TS4GSDHC10 NAND Flash Secure Digital High Capacity 4GB x 1 Class 10 - 2449618605

24,00 zł

TRANSCEND TS4GSDHC10 NAND Flash Secure Digital High Capacity 4GB x 1 Class 10 transcend

Pamięci>Karty Flash

Transcend is one of the world's leading memory manufacturers. It was the first company in Taiwan to gain the ISO 9001 certification for memory products and the first company in the world to offer its customers memory with a lifetime guarantee. Transcend's motto "Your Supplier, Your Partner, Your Friend" is more than just a slogan. It is an indication of the company's serious commitment to deliver the highest quality of service. Transcend has always focused efforts on providing the highest quality products at reasonable prices, with attentive after sales service and support that assures customer satisfaction. And Transcend's commitment to R&D insures that the company will continue to produce products that will keep Transcend at the forefront of the industry....

Sklep: alcsklep

Transcend 4GB SDHC Class 4 Card - 2449618606

18,00 zł

Transcend 4GB SDHC Class 4 Card transcend

Pamięci>Karty Flash

Transcend is one of the world's leading memory manufacturers. It was the first company in Taiwan to gain the ISO 9001 certification for memory products and the first company in the world to offer its customers memory with a lifetime guarantee. Transcend's motto "Your Supplier, Your Partner, Your Friend" is more than just a slogan. It is an indication of the company's serious commitment to deliver the highest quality of service. Transcend has always focused efforts on providing the highest quality products at reasonable prices, with attentive after sales service and support that assures customer satisfaction. And Transcend's commitment to R&D insures that the company will continue to produce products that will keep Transcend at the forefront of the industry....

Sklep: alcsklep

TRANSCEND NAND Flash Micro SDHC 4GB Class 4, Plastic z Adapter (SD 2.0) - 2449618607

19,00 zł

TRANSCEND NAND Flash Micro SDHC 4GB Class 4, Plastic z Adapter (SD 2.0) transcend

Pamięci>Karty Flash

Transcend is one of the world's leading memory manufacturers. It was the first company in Taiwan to gain the ISO 9001 certification for memory products and the first company in the world to offer its customers memory with a lifetime guarantee. Transcend's motto "Your Supplier, Your Partner, Your Friend" is more than just a slogan. It is an indication of the company's serious commitment to deliver the highest quality of service. Transcend has always focused efforts on providing the highest quality products at reasonable prices, with attentive after sales service and support that assures customer satisfaction. And Transcend's commitment to R&D insures that the company will continue to produce products that will keep Transcend at the forefront of the industry....

Sklep: alcsklep

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