Total quality of services, Business Management

Assignment Help:

Many services are intangible and by their very nature it is difficult to determine their quality. Take for example, the problem that airlines face when they try to determine the quality of the performance of flight attendants. The things about a flight attendant performance that affect the customers perceptions of quality are difficult to identify and measure and in most cases standards for measuring the performance do not exist. Rather customers set their own standards comparing the service they receive with the service they wished to receive.

Another complicating factor is that the perceived quality of some services is affected by the surroundings. Quiet soft music pleasant decor, comfortable furniture, convenient parking friendly serves cleanliness of facilities and other features can determine the perceived quality of service more than actual quality of the service. Hospitals banks and restaurants for example all invest heavily in designing and maintaining facilities that develop particular feelings in their customers and leave them with specific impressions.

Because many services tend to be labor intensive and workers tend to come in direct contact with customers the performance of service employees determine in large part the quality for the service yet because services tend to be highly decentralized and geographically dispersed, direct supervision of employees can be difficult. Recognizing this difficulty many service organizations make an intensive continuing education and training program for their employees the cornerstone of quality management.


Related Discussions:- Total quality of services

Domestic market-based organization, Scenario - Imagine you are a newly grad...

Scenario - Imagine you are a newly graduated MBA who has just been appointed as a special consult to the CEO of a major domestic market-based organization. They wish to expand into

Explain the step in developing a global outsourcing strategy, List and expl...

List and explain the seven steps in developing a global outsourcing strategy. Seven steps in developing a global outsourcing strategy - Segment the marketplace, Project change

Ricardian model and heckscher-ohlin model, 1. Wage ratios must lie in betwe...

1. Wage ratios must lie in between the inter-country productivity ratios. 2. Large countries are always less specialized. 3. Low wage countries have bigger gains from trade.

Explain logistics networking, Question 1 Explain the economic and social o...

Question 1 Explain the economic and social objectives of Business Question 2 Explain the concept Co-operative Sector and its types Question 3 Explain Logistics Networkin

Analysis Exercises, Identify and explore NetSuite’s components that relate ...

Identify and explore NetSuite’s components that relate to your business major

Write brief notes on the dictionaries and encyclopaedias, QUESTION 1 (a...

QUESTION 1 (a) Write brief notes on the following: (i) Dictionaries, (ii) Encyclopaedias (b) On what occasions would you use them? (c) Name a few that are found in librar

How e-crm may help to attract more customers, CASE STUDY: ICT-DEPLOYMENT AT...

CASE STUDY: ICT-DEPLOYMENT AT THE LOW-COST CARRIER RYANAIR, IRELAND Abstract The innovative use of information technology for online booking, e-ticketing and internal comm

Define the terms globalization and informatisation, QUESTION 1 (a) Defi...

QUESTION 1 (a) Define the terms globalization and informatisation. (b) Critically discuss how is globalization and informatisation impacting upon intercultural communication

Write Your Message!

Captcha
Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd