ALBERT

All Library Books, journals and Electronic Records Telegrafenberg

X
feed icon rss

Your email was sent successfully. Check your inbox.

An error occurred while sending the email. Please try again.

Proceed reservation?

Export
  • 1
    Electronic Resource
    Electronic Resource
    Customer satisfaction: contrasting academic and consumers' interpretations (2001)
    Bingley : Emerald
    Marketing intelligence & planning 19 (2001), S. 38-44 
    Details
    ISSN: 0263-4503
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: The term satisfaction is a very important concept in marketing and is central to many definitions. This paper seeks to examine what this term means to the public at large. It explores the various definitions of satisfaction within the literature. The empirical results derive from individuals' own interpretation and definition of the term satisfaction, as well as evaluation of their definitions. Finds that most people cited several definitions of satisfaction, illustrating that it is a multifaceted concept. The most common interpretations reflect the notion that satisfaction is a feeling which results from a process of evaluating what was received against that expected, the purchase decision itself and/or the fulfilment of needs/wants. It also finds that the particular interpretation is affected by contextual issues, such as whether it is a product or service under consideration. Implications for consumer satisfaction measurement and interpretation are discussed.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/02634500110363790
    Location Call Number Expected Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 2
    Electronic Resource
    Electronic Resource
    Service quality and human resource management: A review and research agenda (1998)
    Bingley : Emerald
    Personnel review 27 (1998), S. 57-77 
    Details
    ISSN: 0048-3486
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Service organisations are striving to increase the quality of the services they offer. They are also using a wide variety of people management techniques. These two activities can sometimes come into conflict. This article examines a variety of management practices, particularly from human resource management (HRM), used by the service sector, and assesses their potential impact on service quality and total quality management (TQM). Many techniques are identified as being potentially supportive of quality improvement but some pose threats, particularly those most closely associated with cost minimisation and the less subtle forms of managerial control. In order to encourage research in this area a number of research propositions and an agenda for further research are developed.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/00483489810368558
    Location Call Number Expected Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 3
    Electronic Resource
    Electronic Resource
    Relationship marketing in the NHS: will it bring the buyers and suppliers together again? (1996)
    Bingley : Emerald
    Marketing intelligence & planning 14 (1996), S. 41-47 
    Details
    ISSN: 0263-4503
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Working for Patients (1989), implemented in 1991, introduced into the National Health Service (NHS) the purchaser-provider split, which created an "internal market" for health care. The key feature of this internal market was the concept of buying and selling of health services, with competition between provider units for the "business" of purchasers. Turning to industry where buying and selling has always been normal practice between organizations, this paper looks at a strategy that may help provider units to survive in this new marketplace. An examination of buyer-supplier relationships focuses on the specific organizational strategy of relationship marketing as a potential way forward.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/02634509610110796
    Location Call Number Expected Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 4
    Electronic Resource
    Electronic Resource
    Do corporate turkeys vote for Christmas?: Managers' attitudes towards upward appraisal (1995)
    Bingley : Emerald
    Personnel review 24 (1995), S. 13-24 
    Details
    ISSN: 0048-3486
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Examines managers' attitudes to the use of upward and the moretraditional downward performance appraisal systems. The results aredrawn from a survey of UK managers. Finds that upward appraisal isviewed as being generally less acceptable than "traditional"appraisal systems. Potential applications appear to be directed towardsdevelopment and counselling areas. Concerns that are expressed in theliterature, e.g. retribution by vengeful managers or orchestratedcampaigns by trade unions, were not found to be particularly prominentin practice.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/00483489510095761
    Location Call Number Expected Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 5
    Electronic Resource
    Electronic Resource
    The pursuit of excellence is not optional in the voluntary sector, it is essential (2001)
    Bingley : Emerald
    International journal of health care quality assurance 14 (2001), S. 121-125 
    Details
    ISSN: 0952-6862
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Medicine , Economics
    Notes: This paper outlines the continuous improvement journey of a voluntary organisation. The significant level of organisational growth and improving quality of services described is clearly linked to the organisation's commitment to improvement. One of the approaches used in adopting a total quality culture was the EFQM model, specifically interpreted for the voluntary sector. Until recently such an approach would have been considered alien to the sector, not least because of its origins in the business community. This article contradicts this assumption. Issues addressed include how the improvement process is driven, the use of performance measurement, external verification and the difficulties in accessing sector appropriate benchmark data. It is suggested that the pursuit of excellence is no longer optional for the voluntary sector, it is essential.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09526860110391595
    Location Call Number Expected Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 6
    Electronic Resource
    Electronic Resource
    The influence of experience on service expectations (1997)
    Bingley : Emerald
    International journal of service industry management 8 (1997), S. 290-305 
    Details
    ISSN: 0956-4233
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: States that expectations play an important part in service quality. Currently, the most widely adopted view of service quality results from customers' expectations being met or exceeded. Surprisingly there is no clear consensus of what expectations actually are or what they do. There is only one widely applied way to measure them (SERVQUAL), an approach that is also widely criticized. Although the possible effect of many "controllable" factors on expectations has been alluded to, the effect of "uncontrollable" factors has not been thoroughly researched. Starts to redress the balance by defining expectations as a mixture of shoulds and wills; a cognitive melting-pot of what should, ideally, happen and what will realistically happen the next time the service is visited. Uses a reliable measuring instrument to measure these two different expectations and the effect of consumers' experience of the service on them. The results of the study demonstrate that experience of the service has a clear influence on expectations, at least within the context of the fast-food industry.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09564239710174381
    Location Call Number Expected Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 7
    Electronic Resource
    Electronic Resource
    Barriers to relationship marketing in consumer retailing (2000)
    Bradford : Emerald
    The @journal of services marketing 14 (2000), S. 272-285 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: This study focuses on the potential difficulties in implementing a relationship marketing strategy within a retail context. We suggest that a number of attributes characterise the nature of the service and market structure are influential in an organisation's ability to implement relationship marketing. Specifically, these are balance of power; level of involvement with the purchase; professionalism of the service provider; and level of personal contact. Seven dimensions central to relationship marketing in a retail context are derived from the literature. Via survey research, these are evaluated in four service contexts, namely: hairdresser/barber; optician; recreation centre; and supermarket. Findings indicate that because of the influence of the four factors identified above, hairdressers, opticians, and recreation centres are more likely to operate in conditions that give greater support to the development of relationship marketing.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876040010327257
    Location Call Number Expected Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 8
    Electronic Resource
    Electronic Resource
    Quality training: findings from a European survey (2001)
    Bradford : Emerald
    The @TQM magazine 13 (2001), S. 61-71 
    Details
    ISSN: 0954-478X
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Quality management is an essential part of an organisation's competitive strategy. The training that underpins quality management determines the likely effectiveness of the quality initiatives undertaken. This article details the findings of a questionnaire survey into the training provided to support quality management. A total of 450 responses are analysed. Findings from the UK, Portugal and Finland are compared to identify differences in national practice. Training provision is definitely focused at quality staff, but even with this group training in many of the traditional quality tools is denied to one third. The area in which training is given consistently concerns awareness, systems and standards. This confirms that much of the emphasis within the sample base is on working to a quality system rather than necessarily embracing the message of quality. Training methods tend to be traditional, with little impact evident of the hi-tech revolution. Nevertheless, there is a spread of approaches considered effective with no single approach dominating the field. While external short courses rank top in all areas, the incidence is never in excess of one-third.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09544780110360615
    Location Call Number Expected Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 9
    Electronic Resource
    Electronic Resource
    Trends in recruitment: a ten-year retrospective view (1995)
    Bradford : Emerald
    International journal of career management 7 (1995), S. 10-16 
    Details
    ISSN: 0955-6214
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Examines the changing employment market in personnel by comparingrecruitment advertisements with their counterparts of ten years ago.Variations over time reflect changes in the values of employers andchanges in the nature of employment. Finds that the public sector is nowmore prominent in recruitment, HRM is developing as a specific function,experience requirements are becoming more specific and the Institute ofPersonnel Management (IPM) qualifications are more in demand. Overalleffectiveness of job advertisements has also improved slightly, butthere appears to be ample scope for further development.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09556219510083835
    Location Call Number Expected Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 10
    Electronic Resource
    Electronic Resource
    Competition in the international hotel industry (2000)
    Bingley : Emerald
    International journal of contemporary hospitality management 12 (2000), S. 114-118 
    Details
    ISSN: 0959-6119
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: To identify rivals in the international hotel industry, current practice is to use price, segment and proximity. Using price and segment to identify rivals can be problematic due to price discounting. Additionally, a clear way to measure proximity does not exist. The aim of this study is to develop a process which managers can use to accurately identify rivals. Network analysis and affiliation matrices, in particular, are used to show managers a simple, systematic way to quantify proximity. Affiliation matrices give managers a simple, numeric value to distinguish between primary and secondary competitors. Managers should also compare chains on other competitive dimensions to distinguish their relative competitive threat. Results suggest there will be more than one competitive dimension to distinguish between rivals. At times, international experience is a relevant competitive dimension; at other times, nationality is a relevant competitive dimension. Size, however, is very rarely a relevant competitive dimension.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09596110010309916
    Location Call Number Expected Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
Close ⊗
This website uses cookies and the analysis tool Matomo. More information can be found here...