Emerald

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“Hardwiring” an organization’s service performance
Emerald - Tập 13 Số 1 - Trang 6-9 - 2003
Leonard A.Schlesinger
Explains the term “hardwiring” a term used in computer hardware and software development as being related to “hotwiring” when an automobile’s ignition wire is put into direct contact with the power source to the starter, bypassing the ignition key. States that hardwiring is what leaders in industry are doing at several levels to link the success of their employees closely with that of thei...... hiện toàn bộ
Where Technology Provides the Service Solution
Emerald - Tập 4 Số 1 - Trang 21-23 - 1994
ChristopherTaylor
Explores how Midland, with its Firstdirect Bank (telephone‐based direct banking system), led the way in meeting the customers’ demand for improved, more personal service, with reduced operating costs. Looks at Midland’s background as an innovator and the deployment of technology needed for the project. Finds out who Firstdirect’s customers are and how their needs are met. Suggests that the...... hiện toàn bộ
The importance of positive customer service to Ansells
Emerald - Tập 5 Số 4 - Trang 31-34 - 1995
PaulLeech
Describes a consumer research programme, set up by Ansells Retail Ltd, the operator of over 540 “managed” public houses in the UK. The research involves “mystery customers” visiting each pub and a nominated competitor six times a year, each time completing a detailed questionnaire. The questionnaire covers over 100 separate standards for every pub, each capable of being answered with an ob...... hiện toàn bộ
TQM – Let’s Get Excited!
Emerald - Tập 4 Số 6 - Trang 44-47 - 1994
JonChoppin
Sees TQM as embodying a dream of complete success. Gives 16 principles which together describe TQM and adds the excitement of those who appreciate these principles as the most important ingredient.
TQM goes to school
Emerald - Tập 2 Số 2 - Trang 107-110 - 1992
MalcolmGreenwood
Discusses how TQM has been included in the new Business Studies syllabus at Bradford Grammar School, and the benefits for both teachers and students. Outlines the components of the London Board A‐Level as opposed to the other two available courses. Details the procedure adopted to use TQM as well as teach it, recognizing that the TQM culture would clash with the prevailing culture of Engli...... hiện toàn bộ
A model for measuring customer satisfaction within an academic center of excellence
Emerald - - 2001
KathleenDodge Kelsey, Julie A.Bond
Customer satisfaction has recently become a concern of academic institutions with the commercialization of scholarship. Describes a process for capturing the authentic domain of customer satisfaction within an academic center of excellence. Findings highlight 19 determinants of customer satisfaction, dissatisfaction, and effectiveness. A Likert‐type survey was developed and tested. Results...... hiện toàn bộ
Becoming a customer‐driven organization: three key questions
Emerald - Tập 6 Số 6 - Trang 6-11 - 1996
FeargalQuinn
Draws on the author’s own experiences as managing director of the Irish supermarket chain, Superquinn, highlighting the “boomerang” principle of bringing the customer back. Presents three main tasks for creating a customer‐driven organization: getting every team member working to meet customer needs; developing a marketing department superior in size and performance to that of competitors;...... hiện toàn bộ
Tourists’ perceptions towards and satisfaction with service quality in the cross‐cultural service encounter: implications for hospitality and tourism management
Emerald - - 2000
KlausWeiermair
This article develops a comprehensive cultural construct to explain and forecast tourists’ behaviour and quality judgements. A destination value chain is depicted to capture the possible influence of culture and cultural values on tourism behaviour. Cultural norms have an impact on both tourists’ expectations and their perceptions of received service quality for any of the six service elem...... hiện toàn bộ
Monitoring initiatives
Emerald - Tập 3 Số 1 - Trang 417-419 - 1993
J.Harkness
Looks at some methods for measuring the effectiveness of quality management initiatives. Considers internal and external assessments, and the need to continuously track customer perceptions. Offers some useful advice for ensuring a successful monitor.
Establishing rapport: the secret business tool to success
Emerald - Tập 7 Số 4 - Trang 194-197 - 1997
Wayne A.Hollman, Brian H.Kleiner
Rapport is important in business. It can be described as a feeling you experience when you are with someone you intuitively like. And since so much of communication is non‐verbal, rapport is often developed on more of a subconscious or subliminal level. There are many methods and ways to help establish and build rapport. Some of these are verbal, such as matching another’s rate of speech. ...... hiện toàn bộ
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