Managing service quality Essay

Published: 2020-04-22 15:25:56
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Category: Bartley

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While it may be true that culture will pave the way in doing things together for the organization and it is formed as a result of share experience and driven by organizations leaders, the same may not easily come by understanding the same but that it requires a decision to be made for the whole organization. That fact that culture is both taught and caught must convince people in organizations that an effort is needed if the benefits of having a customer focused culture is to be appreciated.

That the authors have claimed that that culture was proven to have resulted to better performance as show in their research and other results of research was investigated by this researcher by looking into the supporting papers and arguments which are part of the paper several points were raise as to how they defined variables and their relationship to one another. Appendices Appendix 1- Figure 1 Criteria for perfomance excellence: ; Source; Bartley, B. et al (2007) .

Appendix 2- Figure 2 Spread of self-assessed performance excellence scores; ; Source: Bartley, B. et al (2007) Appendix 3- Figure 3 Relationship between percentage scores for customer and market focus, and customer-focused results; ; Source; Bartley, B. et al (2007) Appendix 4- Table I -The most important customer and market focus issues identified by the NZBC; Source: Bartley, B. et al (2007) References: Alam and Perry (2002) A customer-oriented new service development process , Journal of Servive Marketing, Vol, 16, No. 6, ppp 515-34.

Bartley, et al (2007) Best practices in achieving a customer-focused culture, Benchmarking: An International Journal, Vol. 14, No. 4, pp. 482-496, Basch (2002) Customer Culture: How FedEx and Other Great Companies Put the Customers First Every Day, Prentice Hall, Upper Saddle River, NJ. Brooks (1997), Second to None: Six Strategies for Creating Superior Customer Value, Nahanni Business , Auckland. Galreath and Rogers (1999), Customer relationship leadership: a leadership and motivation model for the twenty-first century business, TQM Magazine, Vol, 11,No.

3, pp, 161-71. Kennedy et al. (2002), Customer mind-set of employees throughout the organisation, Journal of the Academy of Marketing Science, Vol. 30 No. 2, pp. 159-71 Kotter and Heskett (1992), Corporate Culture and Performance, The Free Press, London Macaukay Clark (1998), Creating customer-focused culture: some practical frameworks and tools, Managing Service Quality, Vol. 8, No. 3, pp 183-8. Martin (1992), Creating, maintaining, reinforcing a customer service culture, International Journal of Quality and Reliability Management, Vol.9 no, 1 , pp 9-19 Plymie (1991), Complaints as opportunities, Journal of Service Marketing, Vol.

5, No. 1, pp. 61-5 Scheuing (1999), Achieving excellence creating customer passion, Hospital Management Quarterly, August , pp, 76-87.. Whitely (1991), The Customer Driven Company: Moving from Tall to Action, Business Books Ltd, London Wikstrom (1996), The customer as co-producer. European Journal of Marketing, Vol. 30 No. 4, pp 6-19.

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