Suchergebnisse

Dynamics in Service Quality Perceptions — A Longitudinal Approach to Evaluate the Outcome Dimension in Service Quality Perceptions -- National Customer Satisfaction Indices: A Critical Investigation from an Application Perspective -- The Link between Customer Satisfaction and Dealer Satisfaction — The case of the German Car Industry -- Criticality of Critical Incidents in Customer Relationships -- Critical Incidents in Dutch Consumer Press: Why Dissatisfied Customers Complain with Third Parties -- Achieving Service Quality through the Application of Importance-Performance Analysis -- The Sequential Incident Technique for Innovations (SITI) — A Tool for Generating Improvements and Ideas in Service Processes -- Beyond the Call of Duty: The Impact of Perceived Support on Attitudes and Behavior of Temporary Call Center Agents -- Quality Management and Organizational Change -- Sales-Related Benefit-Analysis of Service Quality Investments — The Moderating Role of Customer Relationship Type -- List of Abstracts -- Biographies.

The goal of the paper is to present the development of social service system in Lithuania. The first period is from 1990 to 1998. It is stated that the first period is characterized by the rapid increase in the amount of social services. The second period started in 1998 and its distinguishing characteristic is an attention to the quality of social services. The issues and difficulties of quality measurement are discussed in the last part of the paper.

Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes