“Management service quality” in a services marketing setting

PurposeThis study aims to discover the perception of persons with disabilities (PWDs) towards facilities management (FM) service quality at hospital buildings in Malaysia.Design/methodology/approachA questionnaire survey was conducted with 99 respondents in selected hospitals in Selangor, Malaysia.FindingsThis study aims to discover the perception of PWDs towards FM service quality, and it has found a gap for improvement. The area that requires the highest attention includes the importance of (1) assurance on accessibility despite maintenance activity being conducted (2) criticality of facilities maintenance itself, (3) assurance on comfort and safety, (4) reliable medium to ask for assistance or giving feedback, (5) signage that is clearly seen and easily understood and (6) staff responsiveness.Research limitations/implicationsThis instrument is validated by PWDs under the physical disability category only, specifically in the hospital context. Future research is recommended to identify the FM service quality aspect for different categories of disability (sensory, mental or intellectual impairment).Practical implicationsThe findings provide evidence for FM to consider PWDs' perceptions in FM strategy development. Even FM provides a healthcare support system. FM service quality partly reflects healthcare service quality.Social implicationsAccommodating the need of PWDs through the improvement of FM service quality aspect will partly fulfil the right of PWDs for equality of access to healthcare.Originality/valueThis SERVQUAL tools can be improvised and used to measure the perception of PWDs on FM service quality systematically and holistically. Understanding the service quality aspect is important for a facility manager to precisely measure and prioritise what is truly important to the building users with special needs and try to accommodate this need in the management activity.

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UST Global, India: delivering software service solutions

Emerald Emerging Markets Case Studies ◽

10.1108/20450621111127403 ◽

2011 ◽

Vol 1 (1) ◽

pp. 1-20

Author(s):

Balakrishnan Menon

Keyword(s):

Customer Relationship Management ◽

Relationship Management ◽

Services Marketing ◽

Subject Area ◽

Customer Relationship ◽

Management Service ◽

Content Type ◽

Customer Delight ◽

Software Service ◽

Offshore Development

Subject area Marketing management – services marketing specialization. Student level/applicability MBA/PGDM senior students studying services marketing as a specialization course. Case overview US Technology Private Ltd (UST) is a major software services company in India. It was started in 1999 with a few employees at an offshore development centre in Trivandrum. Now in 2010, renamed UST Global, the company has over 7,000 employees worldwide. Phenomenal success of such a software company, in the left-oriented party dominated state of Kerala, has invited the attention of many people in the industry. The company earned valuable foreign exchange through software exports for the country and the state over the last ten years. The company has created innovative service differentiators, to impress on its clients, on the advantage of doing business with the company. The cementing customer satisfaction and derived customer delight that the company has created in their clients, has secured stable customer relationship management and customer loyalty. This reinforces the trust they have shown in the services management philosophy adopted by the company. The company's unique hybrid delivery model has worked well with its clients. Its unique selling proposition of “few clients and more focus” has resulted in delight of its customers, as they see it as a value addition for their money's worth. The leadership team attributes the success of the company to its fundamental core values and twin strategy of customer centricity and employee focus. Expected learning outcomes These are: customer perception of service; purpose of customer relationship management; service differentiators; and employees' role in delivering successful software service solutions to the customer, etc. Supplementary materials Teaching notes.

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Impact of customer relationship management on customer satisfaction in hoteling industry

Journal of Management Info ◽

10.31580/jmi.v3i1.17 ◽

2014 ◽

Vol 2 (2) ◽

pp. 8-12

Author(s):

Sanaullah Nazir ◽

Sheraz Khan ◽

Raja Ahmed Jamil ◽

Qazi Shujaat Mehmood

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Relationship Management ◽

Positive Impact ◽

Relationship Management ◽

Success For All ◽

Customer Relationship ◽

Management Service ◽

Access To Services ◽

The Impact

Customer satisfaction is an imperative element of the success for all businesses. One of the biggest challenges of a marketer is how to satisfy and retain the customers. The purpose of this study is to find the impact of customer relationship management on customer satisfaction. A total of 130 participants was selected through purposive sampling from the different hotels of Islamabad city. Data was collected from the participants by using standardized questionnaires. Results revealed that there is a significant positive impact of different elements of customer relationship management (service quality, access to services and service features) on customer satisfaction and businesses cannot succeed without focusing on customer relationship management in this era.

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A Study on the Improvement of Apartment Management Service Quality for Residents

The Journal of Humanities and Social sciences 21 ◽

10.22143/hss21.12.2.78 ◽

2021 ◽

Vol 12 (2) ◽

pp. 1111-1126

Author(s):

Jeongcheol Jeong ◽

Taejin Park ◽

Dohoon Kim

Keyword(s):

Service Quality ◽

Management Service

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E-Service Marketing

Advances in Marketing, Customer Relationship Management, and E-Services - Marketing in the Cyber Era ◽

10.4018/978-1-4666-4864-7.ch001 ◽

2014 ◽

pp. 1-8 ◽

Cited By ~ 1

Author(s):

Ali Ghorbani ◽

Emel Kursunluoglu Yarimoglu

Keyword(s):

Service Quality ◽

Paradigm Shift ◽

Business Models ◽

Service Marketing ◽

Services Marketing ◽

Internet Marketing ◽

Information Economy ◽

Electronic Networks ◽

Customer Interface

In the cyber era, the extension of the information economy and electronic networks has caused the shifting of the economy from goods to services and emerging e-service marketing. The synthesis of Internet marketing and services marketing has formed this new area of marketing. This chapter starts with introducing e-service marketing and comparing components of traditional and electronic services marketing. The click-only and click-and-mortar business models are described as types of e-tailing. Afterward, the paradigm shift from traditional e-commerce to e-service is investigated. In order to measure of e-service quality, some scales are discussed. Finally, the chapter suggests 7Cs of the customer interface in e-service marketing.

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