Right first time in service: a checklist of best practice and the link to performance

Article Abstract:

A study on the relationship between customer perceptions of service liability and the relative success of examined firms showed a strong correlation between corporate success and the reliability of its services. Perceptions of reliability were shown to affect the corporate culture in two ways, that of improving efficiency which increases and retains customer resulting in increased revenues and that of minimizing costs through error minimization.

Research, Employee motivation, Reliability, Reliability (Trustworthiness)

---

Determining advertising budgets for service enterprises

Article Abstract:

Service enterprises can compute for their advertising budget using the percentage of sales approach. This method incorporates traditional advertising budgeting with benchmarking techniques. It allows companies to view their operations and their competitiveness on a wider scale before computing for the budget. The method also reflects related factors such as the political realities of the enterprise.

Advertising Budgets & Controls, Finance, Business budgets, Advertising expenditures, Cost control

---

SERVQUAL revisited: a critical review of service quality

Article Abstract:

SERVQUAL is a service quality model developed by Parasuraman to measure the quality of services as perceived by the customers. Its has a simple design that can be easily used by managers. The model utilizes ideas that managers can easily identify with. Moreover, the model's flexibility allows the use of both qualitative and quantitative input data for a variety of applications.

Models, Employee performance appraisals, Performance appraisals

Similar abstracts:

• Abstracts: The effect of speech and speech intelligibility on task performance. Physical workload during use of speech recognition and traditional computer input devices
• Abstracts: Updating the adaptive selling behaviours: Tactics to keep and tactics to discard. Fear, negative campaigning and loathing: the case of the UK election campaign
• Abstracts: Vested interest of 20%. Keeping company with your pension. Don't mention my pension
• Abstracts: A historical perspective on space. Why space science and exploration benefit everyone. Space development: social and political implications
• Abstracts: Effects of stimulus duration and task experience on gaze shift. Does display configuration affect information sampling performance?

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.