Service quality in New Zealand: the new competitive edge

1994 ◽  
Vol 5 (4) ◽  
pp. 139-150 ◽  
Author(s):  
T. W. Batley
Keyword(s):  
New Zealand ◽  
Service Quality ◽  
Competitive Edge

Levy oration - 2015

2016 ◽  
Vol 78 ◽  
pp. 7-10
Author(s):  
C.W. Holmes
Keyword(s):  
New Zealand ◽  
Dairy Farming ◽  
Competitive Edge

New Zealand dairy farming has lost its competitive edge

scholarly journals Determinants Of Customer-Perceived Service Quality In Senior-Care Industry And Their Relationship To Customer Satisfaction And Behavioral Intentions: Research Findings From Taiwan

2011 ◽  
Vol 7 (12) ◽  
Author(s):  
Hsing-Yun Chang ◽  
Cho-Pu Lin ◽  
Meng-Yun Tsou ◽  
Chien-Ting Chen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Rural Areas ◽  
Food Service ◽  
Three Dimensions ◽  
Perceived Service Quality ◽  
Competitive Edge ◽  
Research Findings ◽  
The Relationship

The senior-care market has been on the rise in Taiwan, especially in rural areas. Soaring competition among senior-care operators has led to escalating consumer demands on performances, driving the industry to become more customer-oriented. The authors examined the relationship between service quality of senior care and customer satisfaction in rural Taiwan based on Parasuraman, Zeithmal and Berrys SERVQUAL ten dimensions (i.e., access, communication, competence, courtesy, credibility, reliability, responsiveness, security, tangibles and understanding the customer) and Lees food service. Multiple regression was conducted to test the relationships. The statistical results showed that access, courtesy and food service are significantly and positively related to customer satisfaction. This finding, among others, suggests that senior-care operators in rural Taiwan might have overlooked the above mentioned three dimensions as factors leading to customer satisfaction and, ultimately, to a sustainable competitive edge.

Study on the effect of internal marketing on service quality: Systematic Literature Review

2021 ◽  
Vol 1 (2) ◽  
pp. 68-88
Author(s):  
Ibrahim Sameer
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Systematic Literature Review ◽  
Positive Impact ◽  
Reward System ◽  
Marketing Mix ◽  
Internal Marketing ◽  
Competitive Edge ◽  
Practical Implications

The purpose of this paper is to synthesize the fragmented literature on effect of internal marketing on service quality, thereby broadening the literature breath and making gap identification comprehensive. Additionally, the paper also provides more insight of the concept of internal marketing, identifying aspects of it which has the most significant impact on service quality. The methodology of the research is based on systematic literature review which enabled to collect the relevant data pool to the research through PRISMA approach using existing literature. Main findings of the data revealed that internal marketing possesses a positive impact by 76% on service quality, where most significant factor contributing a positive impact being motivation and reward system. Furthermore, the marketing mix elements of internal marketing is also shown to enhance the quality of service. The research results also identified limitations revealing the gaps in the existing literature in terms of the topic. These gaps are recommended areas which can be further explored to enrich the academia. Moreover, the practical implications of the paper can benefit the world of business to embrace the concept of internal marketing to enhance the competitive edge through employees, a major asset of organizations.

scholarly journals IDENTIFICATION OF SECTORAL LOGISTICS SERVICE QUALITY GAPS BY APPLYING SERVQUAL METHOD

Transport ◽  
2020 ◽  
Vol 35 (4) ◽  
pp. 419-434
Author(s):  
Ieva Meidutė-Kavaliauskienė ◽  
Virgilija Vasilienė-Vasiliauskienė ◽  
Aidas Vasilis Vasiliauskas
Keyword(s):  
Service Quality ◽  
Competitive Edge ◽  
Logistics Service ◽  
Logistics Services ◽  
Different Types ◽  
Business Entities ◽  
The Right ◽  
Logistics Service Quality ◽  
The Impact

Today, simply delivering a product to the right place at the right time is no longer enough. Customers demand more; they demand the full suite of logistics services. Customers thus seek higher-value and additional services, and more, which enable them to compete. Thus, the problem underlying analysis is customers’ growing dissatisfaction with existing services and their quality. Quality of service no longer gives business entities a competitive edge. It is vital for companies to have different activities, to operate in different branches of the economy, and to work with different types of goods. However, despite these differences, they all want to obtain maximum satisfaction from logistics services. With this in mind, the purpose of this article is to present a study examining the impact of logistics service quality on the satisfaction of companies working with different categories of goods Results indicated that different logistics service users do not have the same requirements for logistics service quality. Moreover, it was proved that SERVQUAL method is suitable for identification of sectoral value gaps, which can be applied in practice assuring competitive advantage.

Attempting to standardise ethical review within the complexity of health-related research

2013 ◽  
Vol 9 (3) ◽  
pp. 269-277 ◽  
Author(s):  
Rosemary De Luca
Keyword(s):  
Clinical Trials ◽  
New Zealand ◽  
Full Range ◽  
Ethical Review ◽  
Review System ◽  
Competitive Edge ◽  
Health Related Research ◽  
Health Related ◽  
The Common ◽  
Review Criteria

Researchers in medicine, allied disciplines and elsewhere submit research proposals to an ethical review board before research commences. This paper argues that the effectiveness of review relies on reviewers using discernment and judgement when applying standardised review criteria so that they accommodate the full range of research projects. With reference to ethics literature, the paper identifies five imperatives in the development of review guidelines and processes. It examines case composition and analysis, and explores interactions between professional developers, researchers and reviewers to illustrate problems in the review process. It refers to the ethical review system in New Zealand and the report to parliament: Inquiry into Improving New Zealand’s Environment to Support Innovation through Clinical Trials (Health Committee 2011). Seeking to gain for New Zealand a competitive edge in clinical research, this report made 19 recommendations to improve the climate for clinical trials, ethical review included, in this country. The connection between these two case studies is the common endeavour to standardise the ethical review exercise, review systems and review processes. Cases with commentary are a recommended addition to guidelines documents to present research within its context and to demonstrate the complexity that a standardised ethical review does not always address.

Service Quality in the New Zealand Market for Construction Hardware

1999 ◽  
Vol 7 (4) ◽  
pp. 70-80 ◽  
Author(s):  
Ron Garland ◽  
David Tweed ◽  
Neil Davis
Keyword(s):  
New Zealand ◽  
Service Quality

scholarly journals A perspective on our industry - Waitangi Fellowship Report

1992 ◽  
pp. 3-5
Author(s):  
Robin Campbell
Keyword(s):  
United Kingdom ◽  
New Zealand ◽  
Management Practices ◽  
Market Place ◽  
Sheep Industry ◽  
Competitive Edge ◽  
Entire Amount

The management practices in common use in the sheep industries of UK and New Zealand have few similarities, This is the inevitable result of the widely different political. climatic and financial influences the two industries experience. New Zealand products enjoy a favonrableresponse from British consumers. They are considered to be quality items and generally look well in the markets. Our markets are well established and while we would allacknowledgeimpetfections,therearenow more important issues than philosophy and structure. Returns to the producer is the paramount problem in the New Zealand sheep industry. A long term approach to that issue may demand considerable investment in the market place, delaying the flow of the entire amount of increased return back to farmers. The New Zealand farmer is a more innovative and adaptable character than his British counterpart. At least part of this is due to the volumes of regulations and restrictions that plague British farmers. Herein lies an asset that we should exploit to maintain a competitive edge. Keywords New Zealand, sheep industry,United Kingdom

Sign in / Sign up

Export Citation Format

Share Document