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Delivering Quality Service
Author: Valarie A. Zeithaml
language: en
Publisher: Simon and Schuster
Release Date: 2010-05-11
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
The Decline of Constitutional Democracy in Indonesia
This is an intensive study of Indonesian politics from the attainment of full independence in December 1949 to the proclamation of martial law in March 1957, and President Soekarno's subsequent establishment of "guided democracy". It is intended as a contribution to the ongoing discussion of democracy in the new states of Asia and Africa, of the ways in which Western political institutions are transformed when employed in non-Western social settings, and of the obstacles to be overcome if such institutions are to operate in consonance with the authority systems of new nations and with their solution of economic and administrative problems. Now brought back into print as a member of Equinox Publishing's Classic Indonesia series, The Decline of Constitutional Democracy is considered to be the definitive study of Indonesia in the 1950s and will be of great interest to the growing number of social scientists concerned with the pre-industrial nations and in particular with their efforts to use and adapt Western political institutions. This is a solid and scholarly account, but, writing on the basis of much personal observation, Dr. Feith manages to present his material in such a way that readers with no previous background in the subject will be able to follow the book almost as easily as will specialists. HERBERT FEITH (1930-2001) became familiar with Indonesia during 1951-53 and 1954-56 when he was an English Language Assistant with the Ministry of Information of the Republic of Indonesia. A citizen of Australia, he received an M.A. degree from the University of Melbourne in 1955 and a Ph.D. from Cornell University in 1961. He was a Research Fellow in the Department of Pacific History, Australian National University, from 1960 to 1962 and was Chair of Politics at Monash University from 1968 until 1974.
Just Say No to Microsoft
Just Say No to Microsoft begins by tracing Microsoft's rise from tiny software startup to monopolistic juggernaut and explains how the company's practices over the years have discouraged innovation, stunted competition, and helped foster an environment ripe for viruses, bugs, and hackers. Readers learn how they can dump Microsoft products--even the Windows operating system--and continue to be productive. The book also shows how to work successfully and seamlessly with computers and people who are still hooked on Microsoft software. Includes full explanations of alternate operating systems, such as Linux and Mac, and outlines various software applications that can replace the familiar Microsoft products.