BazEkon - Biblioteka Główna Uniwersytetu Ekonomicznego w Krakowie

BazEkon home page

Meny główne

Autor
Boz Mustafa
Tytuł
Service Quality as a Profil Strategy in Marketing: The Service-Profit Chain Model
Źródło
Zeszyty Naukowe Uniwersytetu Szczecińskiego. Scientific Journal. Service Management, 2012, vol. 9, s. 25-40, rys., bibliogr.36 poz.
Słowa kluczowe
Lojalność klientów, Satysfakcja klienta, Usługi
Customer loyalty, Customer satisfaction, Services
Uwagi
summ.
Abstrakt
Service quality in marketing of goods or services is getting more important day by day. Because competition in every sector is becoming more severe in a global world market. High service quality is one of the key elements to increase customer satisfaction and loyalty. At the same time it is one of the main factors in profitability, development, and sustainability of businesses. In this article, it is empasized the importance of service quality in customer satisfaction and loyalty. Service-profit chain model is examined. As the case study, some research findings from academical and managerial perspectives are summarized. And some proposals are made to promote high quality services as an important aspect of successful marketing management.(author's abstract)
Dostępne w
Biblioteka Główna Uniwersytetu Ekonomicznego w Poznaniu
Biblioteka Główna Uniwersytetu Szczecińskiego
Pełny tekst
Pokaż
Bibliografia
Pokaż
  1. Al-Rousan, R.M. & Mohamed, B. (2010). Customer Loyalty and the Impacts of Service Quality: The Case of Five Star Hotels in Jordan. International Journal of Business, Economics, Finance and Management Sciences. 2:3.
  2. Al-Tamimi, W.S. Hasoneh, A.I. & Rezqallah, I.E.L. (2009). Service-Profit Chain Analysis in the Telecommunications Sector Jordanian Perspective on the Mobile Sub-Sector "The Case of Orange Mobile". European Journal of Economics, Finance and Administrative Sciences. Issue 17.
  3. Berry, L.L. Parasuraman, A. & Zeithaml, V.A. (1994). Improving service quality in America: Lessons learned. Academy oi Management Executive. Vol. 8, No. 2.
  4. Bitner, M.J. et al. (1997). Customer Contributions and Roles in Service Delivery. International Journal of Service Industry Management. Vol. 8, No. 3, pp. 193-205.
  5. Businessdictionary (2012). Quality (online), www.businessdictionary. com/definition/ quality.html#ixzz1krL8HEsk (accessed on 20.01.2012).
  6. Chakrabarty, S. Whitten, D. & Green, K. (2007-2008). Understanding Service Quality and Relationship Quality in IS Outsourcing: Client Orientation & Promotion, Project Management Effectiveness, and the Task-Technology-Structure Fit. Journal of Computer Information Systems. Winter 2007-2008.
  7. Dragolea, L. & Todoran, R.M. (2009). Ensuring the Quality of Services by Making Costs Effective in the Management of Rural Tourist Boarding Houses. Annales Universitatis Apulensis Series Oeconomica. 11 (2), 2009.
  8. Erc.msh. (2010). Building a Common Vocabulary: A Glossary of Management Terms (online), http://erc.msh.org/mainpage.cfm?file=2.2.3s.htm&module=gmt&languag e=English (accessed on 20.01.2012).
  9. Fen, Y.S. & Lian, K.M. (2010). Service Quality and Customer Satisfaction: Antecedents of Customer's Re-Patronage Intentions. Sunway Academic Journal. Vol. 4, pp. 59-73. 14 January 2010, www.scribd.com/collections/2342533/Academic-Journal-Vol-4 (accessed on 25.01.2012).
  10. Fuller, D. Hanlan, J. & Wilde, S. (2006). Enhancing Service Quality and Firm Competitiveness Within the Tourism Sector. School of Commerce and Management Papers. Southern Cross University Year 2006.
  11. GOIC & ISTIA (2007). Services Drive Industrial Growth (online). GOIC - ISTIA Alliance Aimed at Building Capacity on Trade, FDI & Globalization Measurement for GCC - 06, March 2007, www.ameinfo.com/112832.html (accessed on 25.08.2010).
  12. Harvey, T. (1995). Quality: the only profit strategy (online). Publication: Bank Marketing. Release: 1 January 1995, www.allbusiness.com/sales/customer-service/488680- 1.html (accessed on 20.08.2010).
  13. Heskett, J.L. et al. (2008). Putting the Service-Profit Chain to Work. Harvard Business Review. July-August.
  14. Heskett, J.L. Sasser W.E. & Wheeler, J. (2008). The Service-Profit Chain Today. Harward Business Review (online), http://hbr.org/web/extras/2008/12/service-profit-chaintoday (accessed on 3.01.2013).
  15. Hotel Mule (2010). Swedish Hotel Service Quality and Loyalty Dimensions (online). Release: 22 July 2010, www.hotelmule.com/management/html/88/n-2988.html (accessed on 21.08.2010).
  16. Johnson, R.H. & Winchell, W.O. (1988). "Educating for quality". Quality Progress. Vol. 2, September, pp. 48-50.
  17. Lashley, C. & McGoldrick, J. (1994). The Limits of Empowerment a Critical Assessment of Human Resource Strategy for Hospitality Operations. Empowerment in Organizations. Vol. 2, No. 3, pp. 25-38.
  18. Luk, S.T.K. (1997). An Examination of the Role of Marketing Culture in Service Quality. International Journal of Contemporary Hospitality Management. 9/1, pp. 13-20.
  19. Maritz, A. & Nieman, G. (2005). Service Profit Chain Initiatives in an Entrepreneurial Franchise System. ANZMAC 2005 Conference: Services Marketing.
  20. Ouyang, Y. (2010). A Relationship between the Financial Consultants' Service Quality and Customer Trust after Financial Tsunami. International Research Journal of Finance and Economics. Issue 36.
  21. Parasuraman, A. Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Service Quality. Journal of Retailing. Vol. 64, No. 1, pp. 12-40.
  22. Pasupathy, K.S. (2006). Sustainability of the Service-Profit Chain. Dissetation Submitted to the Fakulty of Virginia Polytechnic Institute & State University. February 2006. Falls Church, VA.
  23. Prabaharan, B. Arulraj, A. & Rajagopal, V. (2008). Service Quality on Tourism: Application of Structural Equation Modeling. Conference on Tourism in India - Challenges Ahead, 15-17 May 2008, IIMK.
  24. Pizam, A. & Ellis, T. (1999). Customer Satisfaction and its Measurement in Hospitality Enterprises. International Journal of Contemporary Hospitality Management. 11/7, 326-333.
  25. PricewaterhouseCoopers (2010). Trendsetter Barometer, Providing Excellent Customer Care in a Service-Based Industry (online), www.allbusiness.com/company-activities- management/operations-customer/10207054-1.html (accessed on 20.08.2010).
  26. Pritchard, M. & Silvestro, R. (2005). Applying the service profit chain to analyse retail performance: The case of the managerial strait-jacket? International Journal of Service Industry Management. Vol. 16, Issue 4, pp. 337-356.
  27. Profitstrategies (2010). Customer Benefitz of Quality Service Pricing, www.profitstrategies. net/Home/SatisfiedCustomers/tabid/119/Default.aspx (accessed on 20.08.2010).
  28. Reichheld, F. & Sasser Jr., W.E. (1990). Zero Defections: Quality Comes to Services. Harvard Business Review. 68, No. 5 (September-October), pp. 105-111.
  29. ROI resource Center (2013). Why Employee Engagement Matters: The Service Profit Chain Model (online), www.roiofengagement.com/articles/why-employee-engagement- matters-the-service-profit-chain-model-.html (accessed on 3.01.2013).
  30. Shoemaker, S. & Lewis, R. (1999). Customer Loyalty: The Future of Hospitality Marketing. Hospitality Management. No. 18, pp. 345-370.
  31. SHSU (2012). Lesson 1 The Definition(s) of Quality (online), www.shsu.edu/~mgt_ves/ mgt481/lesson1/lesson1.htm (accessed on 25.01.2012).
  32. Stodnick, T.M. (2005). Driving Retail Store Performance: A Service Profit Chain Perspective. Dissertation for the Degree Doctor of Philosophy in the Graduate School of The Ohio State University.
  33. Storbacka, K. Strandvik, T. & Grönroos, C. (1994). Managing Customer Relationships for Profit: The Dynamics of Relationship Quality. International Journal of Service Industry Management. Vol. 5, No. 5, pp. 21-38.
  34. Xu, Y. & Goedegebuure, R. (2005). Employee Satisfaction and Customer Satisfaction: Testing the Service-Profit Chain in a Chinese Securities Firm. Innovative Marketing. Vol. 1, Issue 2.
  35. Yee, W.Y. (2007). An Empirical Study of the Service-Profit Chain. Hong Kong Politechnic University (online), http://gradworks.umi.com/32/82/3282326.html (accessed on 3.01.2013).
  36. Zeithaml, V.A. & Bitner, M.J. (2003). Services Marketing, Integrating Customer Focus Across The Firm. 3rd Edition, New York: McGraw-Hill, Irwin.
Cytowane przez
Pokaż
ISSN
1640-6818
1898-0511
Język
eng
Udostępnij na Facebooku Udostępnij na Twitterze Udostępnij na Google+ Udostępnij na Pinterest Udostępnij na LinkedIn Wyślij znajomemu