Describes annuitized valuation, which is a tool to measure the financial value of customer relationships. It measures the asset value of customer and represents the potential net cash flow of customers, over time. It can identify an imbalance (called a reward paradox) in the compensation...

Quality and value are currently convergent concepts in healthcare. The importance of patients as customers has increased the focus on quality management and value delivery. The Queen Elizabeth Hospital in Rotorua is a specialist hospital for rheumatic disease and rehabilitation. It has a clear...

Quality in tourism has many dimensions. Through quality management, efforts are being made to take account of the growing importance of individual aspects of quality. A Iprogramme with various instruments was designed for Swiss tourism with the aim of ystematically promoting and securing...

Concerned with customer service/quality in service sector organizations, reviews some of the core literature in which service quality is defined and its determinants are identified. Follows with some examples of research completed in the Manchester School of Management which focus on the...

Written from a customer point of view and using the example of a large DIY chain store, describes how a culture change made a significant arrowing of the gap between desired and perceived customer service. Uses a model described by Parasuraman et al.

The most commonly used method ‐ the use of a formal questionnaire, administered at the end of term or end of semester ‐ is not useful for generating continuous improvement in the short term. Aims to explain the perceptions minus expectations gap analysis approach to obtain informal feedback...

This paper provides a critical examination of how service value can be enhanced and the subsequent transformation of that knowledge into an organisation‐wide learning process. In particular, it concentrates on the role of people in creating and adding value to services by highlighting some of...

The behavioural management of bank tellers delivering service to customers is examined. The degree of quality service is defined by six dimensions: greeting, eye contact, speed of service, help offered, personal recognition, and appreciation. Techniques consisted of providing PIGS feedback...

Organizational vision is a generally accepted necessity for organizational success in the 1990s. Specifically, stakeholder attitude toward the vision is believed to improve performance and enhance efforts toward increased quality. To date, little empirical research has proven that attitude...