the study addresses performance control matrix (pcm) to determine service quality items of priority for improvement. most businesses focus on customer satisfaction when undertaking surveys of satisfaction and dissatisfaction, while generally neglecting employee satisfaction. therefore, this study develops an integrated model to improve service quality in taiwanese finance industry employees. a ...

This study identifies a frontline mechanism comprising autonomy, cohesion, and feedback that helps explain when and why the simultaneous pursuit of quality and productivity orientations has positive or negative effects on unit revenue, efficiency, and customer satisfaction. An empirical test of the proposed framework using data from 423 employees in 30 strategic business units and longitudinal ...

TQM focuses on teamwork, increasing customer satisfaction, and lowering costs. Organizations implement TQM by encouraging managers and employees to collaborate across functions and departments, as well as with customers and suppliers, to identify areas for improvement. The objective of the study is to determine whether the implementation of TQM leads to higher productivity and quality. The stud...

widespread usage of web technology provides an opportunity for business in order to use internet as the tool for management of electronic relationship with costumers. organizations that undertake expense of investment in this field, one of their primary purposes is improvement of satisfaction of costumers. for this reason, in most of organizations which use the system of electronic relationship...

this study examined the impact of emotion on customer service and service output deals. the main objective of this study was to investigate the impact of physical environment and social services, the excitement, satisfaction and behavioral intentions of customers and ultimately service outputs. the study of the physical environment has two dimensions and design of physical and social environmen...

today, to increase effectiveness is a strategy for success of organizations and their viability. in health care organization not only service cost- effectiveness is a major problem for productivity and organizational management but also customer-centred is in first priority. because of these reasons, most of health organization trend to patient satisfaction for their viability. if complex proce...

We examined whether and how various biases may influence customers’ satisfaction evaluations and produce discriminatory judgments for minority and female service employees. We argue that customer satisfaction evaluations are biased because they are anonymous judgments by untrained raters that usually lack an evaluation standard. Laboratory and field samples provide disturbing evidence generally...