Review, critique and assessment of customer care

Article Abstract:

The article presents results of a study of customer service practices in the hospitality/leisure/entertainment industry. The study used the SERVQUAL methodology to examine the gaps among customers' expectations and management perception, service delivery and customer communications, and within other customer service variables.

Northern Ireland, Leisure industry, Hospitality industry, Entertainment industry, Customer service, Customer satisfaction

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Assessing service quality and its link with value for money in a UK local authority's housing repairs service using the SERVQUAL approach

Article Abstract:

The article reports the findings of a study on the housing repairs service industry in the Falkirk area of Scotland. The report measures how effectively repair personnel responded to customer needs, includes criteria by which customers evaluate repairs, and considers emergency and routine repairs.

Housing policy, Housing authorities, Repair services industry, Repair services

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Integrating total quality management and business process re-engineering: is it enough?

Article Abstract:

The authors argue total quality management and business process re-engineering strategies should be integrated. Although the two strategies have common features, the weaknesses in each individual system can be offset by taking advantage of the features of the other.

Usage, Total quality management, Reengineering (Management)

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