Towards a better understanding of service excellence
Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of t...
Ausführliche Beschreibung
Gespeichert in:
| Autor*in: |
Johnston, Robert [verfasserIn] |
|---|
| Format: |
E-Artikel |
|---|---|
| Sprache: |
Englisch |
| Erschienen: |
2004 |
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| Schlagwörter: |
|---|
| Umfang: |
5 |
|---|
| Reproduktion: |
Emerald Fulltext Archive Database 1994-2005 |
|---|---|
| Übergeordnetes Werk: |
In: Managing service quality - Bingley : Emerald, 1991, 14(2004), 2, Seite 129-133 |
| Übergeordnetes Werk: |
volume:14 ; year:2004 ; number:2 ; pages:129-133 ; extent:5 |
| Links: |
|---|
| DOI / URN: |
10.1108/09604520410528554 |
|---|
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NLEJ219580227 |
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| 520 | |a Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of this exploratory but empirically based paper is to provide a definition of service excellence to help marketers and managers, where appropriate, design and deliver it. This paper is based on over 400 statements of excellent and poor service gathered from around 150 respondents. After categorising them, using a grounded theory approach, it is suggested that service excellence is about being "easy to do business with". This has four key elements: delivering the promise, providing a personal touch, going the extra mile and resolving problems well. Further analysis of the frequencies of mention revealed the overarching importance of dealing well with problems and queries. | ||
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10.1108/09604520410528554 doi (DE-627)NLEJ219580227 DE-627 ger DE-627 rakwb eng XA-GB Johnston, Robert verfasserin aut Towards a better understanding of service excellence 2004 5 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of this exploratory but empirically based paper is to provide a definition of service excellence to help marketers and managers, where appropriate, design and deliver it. This paper is based on over 400 statements of excellent and poor service gathered from around 150 respondents. After categorising them, using a grounded theory approach, it is suggested that service excellence is about being "easy to do business with". This has four key elements: delivering the promise, providing a personal touch, going the extra mile and resolving problems well. Further analysis of the frequencies of mention revealed the overarching importance of dealing well with problems and queries. Emerald Fulltext Archive Database 1994-2005 Customer satisfaction Customer services quality Service quality assurance In Managing service quality Bingley : Emerald, 1991 14(2004), 2, Seite 129-133 Online-Ressource (DE-627)NLEJ219578648 (DE-600)2023259-7 nnns volume:14 year:2004 number:2 pages:129-133 extent:5 http://dx.doi.org/10.1108/09604520410528554 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 14 2004 2 129-133 5 |
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10.1108/09604520410528554 doi (DE-627)NLEJ219580227 DE-627 ger DE-627 rakwb eng XA-GB Johnston, Robert verfasserin aut Towards a better understanding of service excellence 2004 5 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of this exploratory but empirically based paper is to provide a definition of service excellence to help marketers and managers, where appropriate, design and deliver it. This paper is based on over 400 statements of excellent and poor service gathered from around 150 respondents. After categorising them, using a grounded theory approach, it is suggested that service excellence is about being "easy to do business with". This has four key elements: delivering the promise, providing a personal touch, going the extra mile and resolving problems well. Further analysis of the frequencies of mention revealed the overarching importance of dealing well with problems and queries. Emerald Fulltext Archive Database 1994-2005 Customer satisfaction Customer services quality Service quality assurance In Managing service quality Bingley : Emerald, 1991 14(2004), 2, Seite 129-133 Online-Ressource (DE-627)NLEJ219578648 (DE-600)2023259-7 nnns volume:14 year:2004 number:2 pages:129-133 extent:5 http://dx.doi.org/10.1108/09604520410528554 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 14 2004 2 129-133 5 |
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10.1108/09604520410528554 doi (DE-627)NLEJ219580227 DE-627 ger DE-627 rakwb eng XA-GB Johnston, Robert verfasserin aut Towards a better understanding of service excellence 2004 5 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of this exploratory but empirically based paper is to provide a definition of service excellence to help marketers and managers, where appropriate, design and deliver it. This paper is based on over 400 statements of excellent and poor service gathered from around 150 respondents. After categorising them, using a grounded theory approach, it is suggested that service excellence is about being "easy to do business with". This has four key elements: delivering the promise, providing a personal touch, going the extra mile and resolving problems well. Further analysis of the frequencies of mention revealed the overarching importance of dealing well with problems and queries. Emerald Fulltext Archive Database 1994-2005 Customer satisfaction Customer services quality Service quality assurance In Managing service quality Bingley : Emerald, 1991 14(2004), 2, Seite 129-133 Online-Ressource (DE-627)NLEJ219578648 (DE-600)2023259-7 nnns volume:14 year:2004 number:2 pages:129-133 extent:5 http://dx.doi.org/10.1108/09604520410528554 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 14 2004 2 129-133 5 |
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10.1108/09604520410528554 doi (DE-627)NLEJ219580227 DE-627 ger DE-627 rakwb eng XA-GB Johnston, Robert verfasserin aut Towards a better understanding of service excellence 2004 5 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of this exploratory but empirically based paper is to provide a definition of service excellence to help marketers and managers, where appropriate, design and deliver it. This paper is based on over 400 statements of excellent and poor service gathered from around 150 respondents. After categorising them, using a grounded theory approach, it is suggested that service excellence is about being "easy to do business with". This has four key elements: delivering the promise, providing a personal touch, going the extra mile and resolving problems well. Further analysis of the frequencies of mention revealed the overarching importance of dealing well with problems and queries. Emerald Fulltext Archive Database 1994-2005 Customer satisfaction Customer services quality Service quality assurance In Managing service quality Bingley : Emerald, 1991 14(2004), 2, Seite 129-133 Online-Ressource (DE-627)NLEJ219578648 (DE-600)2023259-7 nnns volume:14 year:2004 number:2 pages:129-133 extent:5 http://dx.doi.org/10.1108/09604520410528554 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 14 2004 2 129-133 5 |
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10.1108/09604520410528554 doi (DE-627)NLEJ219580227 DE-627 ger DE-627 rakwb eng XA-GB Johnston, Robert verfasserin aut Towards a better understanding of service excellence 2004 5 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of this exploratory but empirically based paper is to provide a definition of service excellence to help marketers and managers, where appropriate, design and deliver it. This paper is based on over 400 statements of excellent and poor service gathered from around 150 respondents. After categorising them, using a grounded theory approach, it is suggested that service excellence is about being "easy to do business with". This has four key elements: delivering the promise, providing a personal touch, going the extra mile and resolving problems well. Further analysis of the frequencies of mention revealed the overarching importance of dealing well with problems and queries. Emerald Fulltext Archive Database 1994-2005 Customer satisfaction Customer services quality Service quality assurance In Managing service quality Bingley : Emerald, 1991 14(2004), 2, Seite 129-133 Online-Ressource (DE-627)NLEJ219578648 (DE-600)2023259-7 nnns volume:14 year:2004 number:2 pages:129-133 extent:5 http://dx.doi.org/10.1108/09604520410528554 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 14 2004 2 129-133 5 |
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Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of this exploratory but empirically based paper is to provide a definition of service excellence to help marketers and managers, where appropriate, design and deliver it. This paper is based on over 400 statements of excellent and poor service gathered from around 150 respondents. After categorising them, using a grounded theory approach, it is suggested that service excellence is about being "easy to do business with". This has four key elements: delivering the promise, providing a personal touch, going the extra mile and resolving problems well. Further analysis of the frequencies of mention revealed the overarching importance of dealing well with problems and queries. |
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Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of this exploratory but empirically based paper is to provide a definition of service excellence to help marketers and managers, where appropriate, design and deliver it. This paper is based on over 400 statements of excellent and poor service gathered from around 150 respondents. After categorising them, using a grounded theory approach, it is suggested that service excellence is about being "easy to do business with". This has four key elements: delivering the promise, providing a personal touch, going the extra mile and resolving problems well. Further analysis of the frequencies of mention revealed the overarching importance of dealing well with problems and queries. |
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Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of this exploratory but empirically based paper is to provide a definition of service excellence to help marketers and managers, where appropriate, design and deliver it. This paper is based on over 400 statements of excellent and poor service gathered from around 150 respondents. After categorising them, using a grounded theory approach, it is suggested that service excellence is about being "easy to do business with". This has four key elements: delivering the promise, providing a personal touch, going the extra mile and resolving problems well. Further analysis of the frequencies of mention revealed the overarching importance of dealing well with problems and queries. |
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