What drives growth and profitability in a service business? Highly satisfied customers. And to keep those customers profitable, you need to manage all the aspects of your operation that affect customer satisfaction--what the authors call the...
Agribusiness industries provide numerous services that enhance the value chain. There are veterinarian services, nutrition consulting, crop scouting, and financial management services among a host of others. By measuring service quality and custome Agribusiness industries provide numerous services that enhance the value chain....
This paper studies the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. The call center is modeled as a G/G/s queue with customer abandonment. Each call has a revenue potential, and the call center's...
Cisco Systems believes that the video-enabled contact center offers significant cost reduction and revenue generating opportunities. Contact centers that move to video-enabled communications will see their operations break through current constraints to previously unprecedented levels of productivity, service quality, customer satisfaction, and brand loyalty. Demonstrating products rather than just describing...
There is a pervasive euphoria in most developed and developing countries regarding the role of Information and Communication Technology ICT in transforming the government from a sluggish and non-responsive leviathan to a more efficient and citizen friendly institution. This paper proposes a method to assess in an objective manner the...
This study introduces a new managerial tool for evaluating and managing service quality. This new approach treats service quality as an intermediate variable, not the ultimate managerial goal, and makes use of data envelopment analysis DEA, a nonparametric technique that allows for the relative comparison of a number of comparable...
This study explores the linkages between quality system, employee service-quality culture, and performance excellence in the banking industry operating in a turbulent business environment. Properly conducted quality culture and strategic consensus assessment has the potential of informing a service organization of its current position and possible areas for improvement. The...
The e-commerce literature has rarely addressed the measurement of customer perceptions of website service quality in digital marketing environments. It is argued that the current SERVQUAL and IS-SERVQUAL instruments need to be refined and validated to fit the digital marketing environment, as they are targeted primarily towards either traditional retailing...
This study explores factors that affect service quality for a large residential real estate brokerage firm in a diverse mid-western city. It examines the extent to which overall service quality influences homebuyers to recommend the brokerage firm and to use the firm for future transactions. A Linear Structural Relations model...
LANSING - The chairs of the public-utility commissions in the five states served by Ameritech on Friday called on senior management of Ameritech and its parent, SBC Communications Inc., to take further action on service quality. The chairs of the LANSING -...
Washington Mutual Inc., Seattle, has found a powerful business model to capture and retain mortgage business. Four elements are at the core of its approach: a powerful brand, smart technology, innovative loan programs and strong relationships. THE Washington Mutual Inc., Seattle, has found...
FOOD AND BEVERAGE CLOSE-UP-8 June 2009-BJ's Restaurants Names New Chairman and Lead Independent DirectorC2008 - CloseUpMedia - newsdesk@closeupmedia.com BJ s Restaurants announced that it held its annual meeting of shareholders on Wednesday, June 4. Shareholders re-elected Paul A. Motenko, Jeremiah J. Hennessy, Gerald...
[ILLUSTRATION OMITTED] CORPORATE social responsibility CSR is a concept that frequently overlaps with similar approaches such as corporate sustainability, corporate sustainable development, corporate responsibility, and corporate citizenship. While CSR does not have a universal definition, many see it as the private sector's way of integrating the economic, social,...
In our daily life, we generally expect the transport system to be efficient, safe, and reliable. However, there exist several sources of uncertainties in the transportation system both on demand and supply sides. With a constant growth in economic activities most urban transport networks currently operate at...
Evaluating the reliability of a transportation network often involves an intensive simulation exercise to randomly generate and evaluate different possible network states. This paper proposes an algorithm to approximate the network reliability which minimizes the use of such simulation procedure. The algorithm will dissect and classify the...
As the problem of full transit vehicles is encountered daily by passengers in most of the big cities, previous research evaluated the consequence of overcrowding in terms of on-board crowding and passengers not being able to board with full vehicles. The impact of overcrowding in the real...
Optimal toll design from a network reliability point of view is addressed in this paper. Improving network reliability is proposed as a policy objective of road pricing. A reliability-based optimal toll design model, where on the upper level network performance including travel time reliability is optimized, while...
University student outcome data in Australia is collected via the Graduate Destination Survey component of the Australian Graduate Survey at the referent date three months post-graduation. This timeline gives consideration to graduates to enter directly into traditional vocations. For graduates from non-traditional areas and/or with non-traditional career...
[ILLUSTRATION OMITTED] This column includes some observations from my recent participation at the Fourth International Symposium on Career Development and Public Policy in Scotland, and visits to LearnDirect and Careers Scotland. The outcomes of the Symposium and the latter two major initiatives directly link to...
John Orr Crites, one of the leading vocational psychologists of the 20th century, succumbed to pneumonia on March 15, 2007. With his passing, counsel ling psychology lost an exemplar of its scientist-practitioner model. Jack's scholarly contributions and leadership substantially advanced vocational psychology both as a distinct discipline...
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