Satisfaction

Edisi

-

ISBN/ISSN

978-979-27-0625-3

Deskripsi Fisik

-

Judul Seri

-

No. Panggil

SC TXT SAT c

Meretas Dakwah melintas batas

Edisi

2014

ISBN/ISSN

-

Deskripsi Fisik

168 p.

Judul Seri

-

No. Panggil

TXT GEN BUD m C.1

Bacakilat kiat membaca 1 halaman perdetik

Edisi

2010

ISBN/ISSN

-

Deskripsi Fisik

242 p.

Judul Seri

-

No. Panggil

TXT GEN AGU b C.1

The difference between elderly consumers’ satisfaction levels and retail sa…

Suggests that a significant trend affecting American society today is the dramatic rise in the number of persons aged over 65. Consequently, retailers are interested in knowing how this segment can be best served in the marketplace. Outlines a study which utilized person perception theory to examine how retail sales personnel’s perceptions relate to elderly consumers’ satisfaction. Results …

Managing Service Quality: An International Journal Determinants and conseque…

The purpose of this study is to investigate the antecedents and consequences of consumer satisfaction with the use of self-service technology (SST) in a retail setting. Design/methodology/approach – In cooperation with a survey firm, a total

Service management : mewujudkan layanan prima

Tema sentral buku ini adalah membangun layanan prima dalam sebuah organisasi. Layanan (service) bukan saja bermanfaat sebagai pelengkap produk yang ditawarkan, namun juga merupakan kunci diferensiasi setiap perusahaan. Meminjam konsep The Flower of Services rumusan almarhum Christopher Lovelock, layanan bisa dianalogikan sebagai delapan daun bunga yang melekat pada setiap penawaran produk: info…

The Apple Experience: Secrets to Building Insanely Great Customer Loyalty

Carmine Gallo interviewed professionals at all levels who have studied Apple, and he spent hundreds of hours observing the selling floor in Apple?s retail space and learning about Apple?s vision and philosophy. Using insights and data from these sources, he breaks down Apple?s customercentric model to provide an action plan with three distinct areas of focus: ? Inspire Your Internal Customer …

Socioeconomic factors affecting the job satisfaction levels of self-employed …

The job satisfaction level (JSL) of self-employed container truck drivers (SCTDs) is vital to the container trucking industry’s (CTI) stability in China. An anonymous field survey of 645 SCTDs was conducted at Shanghai Port. Three ordered probit models were, respectively, developed to analyze the drivers’ JSLs, their attitudes, and reactions to a CTI downturn. This study contributes to the …

Assessment of National Logistics Competence in Taiwan, Vietnam, and Malaysia

This research aims to examine national logistics competence in Taiwan, Vietnam and Malaysia from a manufacturer’s perspective. Using survey responses from 459 manufacturing firms, this study compares the relative importance and satisfaction of national logistics competency. Results indicated that simplify the customs clearance procedure was viewed as the most important item of national logist…

An ordinal logistic regression model for analysing airport passenger satisfac…

This paper aims to provide a tool for measuring air passenger satisfaction and for identifying the critical service aspects available in the terminal in order to offer services characterised by a high level of quality.

Distributed constraint optimization for addressing vessel rotation planning p…

A distributedconstraintoptimizationproblem(DCOP)isadescriptionofconstraintoptimizationproblem where variablesandconstraintsaredistributedamongagroupofagents,andwhereeachagentcanonly interactwithagentsthatshareconstraints.EventhoughDCOPshavebeenstudiedsincethe1990s,there are onlyafewattemptstoaddressrealworldproblemsusingthisformalism,mainlybecauseofthe complexityofthesolutionalgorithms.Inthispa…

Port Administration and under tIntegrated Coastal Managementhe Canada Marine…

Large, urban ports are under pressure from a variety of stakeholders to integrate nontrade objectives into the planning and management of their harbors. The Port of Vancouver was criticized in the late 1980s for its insensitivity to local interests. Since that time, the Vancouver Port Corporation has developed a leading-edge landuse plan. Such plans are now required of Canadian port authorities…

Employee Engagement 2.0 : How to Motivate Your Team for High Performance (A R…

Imagine if you could: Create massive emotional commitment among all your direct reports Turn apathetic groups into high performance teams exhibiting huge discretionary effort Be a leader who people fight to work with Win a "Best Place to Work" award within 12 months Indeed, you can do all that and more, and it doesn't take a lot of time or a big budget. This isn't just another ivory tower book …

The Manager's Employee Engagement Toolbox

Everyone knows engaged employees are happier and improve the workforce. But engaged employees improve their managers? lives, too! Employee engagement has gotten the rap of being something ?nice? to do, not something that can produce results. You need to reverse that perception in your organization by becoming an engaged leader yourself. ? Align your management style with ways to improve your wo…

A multi-objective logistics model for a capacitated service facility problem

There have been numerous extensions of the maximum covering location problem that has been developed in the last decade to deal with facility location. Most of the research, however, addresses a single attribute or objective. In the case when a single criterion such as minimizing average response time to access a service facility is insufficient to address the interests of the decision maker, m…

What determines user satisfaction in ERP projects : benefits, barriers or risks?

The purpose of this paper is to identify the effects of benefits, barriers and risks on user satisfaction in ERP projects.

Customer service in emergency relief chains

The purpose of this paper is to explore, analyse and discuss the published concepts of “the customer” and “customer service” in the context of managing international emergency relief chains.

Logistics flexibility and its impact on customer satisfaction

To succeed in an uncertain environment, firms must respond to changing customer needs, and logistics flexibility is an important part of the response. This paper defines logistics flexibility, creates a framework to understand it, and shows how it relates to customer satisfaction.

Logistics service quality and its effects on customer satisfaction in the man…

The purpose of this paper is to implement a multi-criteria preference disaggregation approach to measure logistics service quality (LSQ) of manufacturing companies’ supply chains.

Customer orientation of service employees : its impact on customer satisfacti…

With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service personnel is often regarded as a main determinant of service firms’ success. Drawing on a deductively derived four-dimensional conceptualization of the customer orientation of service personnel, consisting of employees’ technical skills, social skills, motiv…

Improving manufacturers’ distribution performance and customer service in g…

This article deals with the evolution of customer service practices in grocery products distribution in Brazil (1994‐2001), based on a longitudinal survey of grocery retailers. Data were collected on retailers’ expectations on four relevant dimensions of customer logistics service provided by manufacturers, as well as on their perceptions of logistics service performance of the typical supp…

Measuring and Selling the Value of Logistics

In order to receive adequate rewards for the firm's innovations and performance in logistics, managers have to measure and sell the value that is being provided to customers. Value, once determined, must be sold to customers and also to top management within the firm. There are several value metrics mentioned in the literature, ranging in financial sophistication from customer satisfaction to s…

The role of customer relations for innovativeness and customer satisfaction: …

The purpose of this paper is to provide insights into commonalities and differences of service innovation across industries. The compared sectors are logistics service providers and IT service providers (SPs).

The interrelationship between service features, job satisfaction and customer…

The aim of this paper is to present a conceptual framework which explores the links between the two service features (physical and interactive), job satisfaction and their impact on customer satisfaction.

Connecting organizational human resource practices to consumer satisfaction

The purpose of this paper is to provide researchers and practitioners an understanding of one potentially direct linking mechanism between organizational practices and consumer satisfaction with a service.

Connecting organizational human resource practices to consumer satisfaction

The purpose of this paper is to provide researchers and practitioners an understanding of one potentially direct linking mechanism between organizational practices and consumer satisfaction with a service

Effects of complaint behaviour and service recovery satisfaction on consumer …

The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels.

Explaining why employee-customer orientation influences customers’ percept…

The purpose of this paper is to examine why employee-level customer orientation (CO) influences the customer experience in a service setting.

Unlocking the supply chain to build competitive advantage

Customer demands on manufacturers and retailers are increasing relentlessly. Spurred by the Internet's “click it and get it” value proposition, a growing number of consumers and business buyers want customized products, convenient ordering, and rapid fulfillment. Delivering against these rising expectations is not easy, however. This is especially true for traditional or incumbent compani…

The value of different customer satisfaction and loyalty metrics in predictin…

The purpose of this research is to examine different customer satisfaction and loyalty metrics and test their relationship to customer retention, recommendation and share of wallet using micro (customer) level data.

The influence of conflict centrality and task interdependency on individual p…

The purpose of this study is to analyze the connections between centrality within conflict networks, individual performance, and job satisfaction from the perspective of social networks. The intervening effects of task interdependency on these connections are also examined.

The implications of fit between planning environments and manufacturing plann…

The applicability of manufacturing planning and control methods differs between environments. This paper explains the fit between the planning environment and material and capacity planning on the detailed material planning and shop-floor planning levels. The study is based on a conceptual discussion and a survey of 84 Swedish manufacturing companies. Results show the use of planning methods an…

Technology acceptance and satisfaction with logistics services

The purpose of this paper is to use the technology acceptance model (TAM) from the information technology (IT) literature to investigate the relationships among technology use and acceptance, and perceptions of quality and satisfaction with logistics services among industrial customers.

Self-service technology and online financial service choice

The application of self-service technology in transaction-based e-service (e.g. online financial services) creates a challenge for firms: what combination of features should they offer to satisfy needs from different customer segments? This paper seeks to address the above question by highlighting similarities and differences of consumer preferences among self-service, hybrid service and profes…

Owner operators: employing a segmentation approach to improve retention

Owner operators are an important group of truck drivers, yet have been the subject of very little academic research. Specifically, no research has explored retention issues among owner operators. Thus, this paper aims to employ a segmentation approach to owner operator retention, examining important independent variables that include: pay and compensation, top management support, time at home, …

Meeting quality and cost imperatives in a global market

The complexity, uncertainty, and diminished control found in global operations hinder the development of world-class competencies. For example, as a firm rationalizes manufacturing, logistical challenges increase. As a result, cost advantages achieved through production sharing are often offset by higher logistics costs. This multi-method explores the cross-functional development of quality and…

Measuring the importance of attributes in logistics research

Traditional methods of capturing and determining logistics attribute importance have serious research limitations. The purpose of this paper is to introduce maximum difference (MD) scaling as a new research methodology that will improve validity in measuring logistics attribute importance, overcoming many of the limitations associated with traditional methods. In addition, this new research met…

Market competitiveness and quality performance in high-contact service indust…

The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high-contact service industries.

Getting equipped for the twenty-first century

Asserts that developments in management of technology (MOT) deserve more attention than they currently receive in relation to management of quality. Argues that organisations, or groupings of organisations, that recognise the consumer potential of the new technologies, and learn how to deliver them, will be the total quality performers of the new millennium. Considers that the pace of technol…

Demand chain management+response management=increased customer satisfaction

The purpose of this research is to understand the current developments in business models that are aimed at meeting changing market characteristics, many of which require specific customer service responses.

Customer service in the Baltic region: an exploratory analysis

The goal of this research is to identify which service activities contribute most to customer satisfaction in the technical wholesale industry in the Baltic States .

Customer care and logistics at Pitney Bowes: a personal view

Discusses customer care as a vital ingredient of Pitney Bowes′ success – keeping the customer totally satisfied and the importance of staff training, especially for pre‐empting potential problems and handling the computer system. Sees the supply chain as a fundamental element of the customer satisfaction programme.

Assessing the maximum level of customer satisfaction in grocery stores: A com…

This paper aims to establish the main factors that underlie store attributes, to examine which exert the greatest influences on the achievement of a maximum level of customer satisfaction. This study seeks to determine if there are significant differences not only in the factor compositions but also in their influence on customer satisfaction, depending on the country of residence of focal cust…

An integration of kano’s model and exit-voice theory: a case study

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano’s model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study…

An empirical analysis of the components of retailer customer loyalty programs

This paper sets out to determine the benefits offered to customers and activities taken by retailers, whether or not they have formal customer loyalty programs, whether there are differences in the benefits/activities of retailers with and without formal loyalty programs and finally, whether specific benefits/activities of retailers can predict whether or not they have formal loyalty programs.

An application of conjoint analysis to explore user perceptions on management…

This paper aims to investigate user preferences for the information systems in order to achieve user satisfaction by using conjoint analysis.

Achieving customer satisfaction through logistics excellence

Highlights how leading companies focus on logistics excellence. The boom in international trade opens up a range of opportunities and challenges as domestic markets are no longer safe havens. Concludes that European companies offer a unique chance to embark on a fundamental revolution.

Impact of human resources on supply chain management and performance

The purpose of this paper is to demonstrate that human resource management (HRM) has an impact on supply chain management (SCM), which in turn has a significant impact on customer satisfaction (CS) and organisational performance (OP), playing a mediating role in the relationship between HRM and SCM outcomes (SCMO).

ICT-enabled coordination of dynamic supply webs

Increasingly, two key trends ± value- and cost-conscious customers, and globalization of markets and supply sources ± are shifting the competitive focus from the competitive advantage of firms to competitive advantages of entire supply chains. At the same time, the possibilities for flexibility and coordination inherent in modern information and communication technologies are making it pos…

Research note: Exploring out-of-stock and on-shelf availability in non-grocer…

On-shelf availability (OSA) is a key challenge for all retailers. Items that are out-of-stock (OOS) result in customer dissatisfaction; thus OSA/OOS are important customer service issues. Customer reactions to OOS range from product substitution to seeking products elsewhere. There remains much to do to research factors and causes of OOS affecting OSA from a supply chain perspective in a non-gr…