TITLE

HİZMET İİLETMELERİNDE YÜKSEK İLİİKİ KALİTESİNE ULAİILMASINDA SINIR BİRİM İİGÖRENLERİNİN DUYGU İİÇİSİ OLARAK DEĞERLENDİRİLMESİ

AUTHOR(S)
Şengül, Arzu
PUB. DATE
October 2009
SOURCE
Ege Academic Review;2009, Vol. 9 Issue 4, p1193
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
Most service provision takes place within the context of a social relationship between customers and front-desk-services personnel in a firm, and especially in services where the interaction between these two sides is high, the level of relational quality is a major factor for customer satisfaction. Therefore, it is highly important to consider and train the personnel employed in the boundary where the service is provided by a firm and received by customers as emotional labourers, to improve relational quality of the service as a relational marketing strategy, and to employ appropriate methods on this head to enable a firm gain a competitive edge in the market through the use of such intangible tools.
ACCESSION #
48923731

 

Related Articles

  • Employees are firm's greatest marketing force. Michelson, Joan Bryna // Marketing News;05/25/98, Vol. 32 Issue 11, p4 

    Presents the author's views on the worth of satisfied employees as a firm's greatest marketing force. Arguments claiming employees as link in the service-profit chain, the image-building chain, and the sales chain; Need to help employees sell and promote the company; Opinion that informed...

  • Employees are firm's greatest marketing force. Michelson, Joan Bryna // Marketing News;05/25/98, Vol. 32 Issue 11, p4 

    Presents the author's views on the worth of satisfied employees as a firm's greatest marketing force. Arguments claiming employees as link in the service-profit chain, the image-building chain, and the sales chain; Need to help employees sell and promote the company; Opinion that informed...

  • Do your research and your business will be poised to prosper. Procopio, Sarah // Las Vegas Business Press (10712186);6/1/2009, Vol. 26 Issue 22, pP31 

    The article identifies several major market research principles and their associated benefits. They include customer insights which can be gathered by conducting customer surveys intended to measure satisfaction levels, preferences and perceptions. Another principle is measuring employee...

  • Job Satisfaction, Service Capability, and Customer Satisfaction: An Examination of Linkages and Management Implications. Schlesinger, Leonard A.; Zornitsky, Jeffrey // Human Resource Planning;1991, Vol. 14 Issue 2, p141 

    Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability; (b) job satisfaction,...

  • ANÁLISIS DE LA SATISFACCIÓN LABORAL EN LOS ESTABLECIMIENTOS HOTELEROS, UN ESTUDIO DE CASO. Cañizares, Sandra María Sánchez; Guzmán, Tomás J. López-Guzmán; de la Torre, Genoveva Millán Vázquez // Tourism & Management Studies;2007, Issue 3, p125 

    During the last years, substantial changes can be observed in tourism activity. We consider a basic aspect in the analysis of these changes the study of the present situation of people's job satisfaction in this activity. This paper analyses this element in hotel enterprises for their direct...

  • What do you believe? Nethery, Tony // Bluegrass Automotive Report;Jan2011, Vol. 16 Issue 10, p11 

    The article discusses the author's insight on consumers' perceptions on the business. In marketing, it advises to make sure that the photographs reveal a clean, organized area for customers to wait for an estimate or vehicle pickup. It suggests to be prepared to interact with customers and train...

  • KRYTERIA I METODY OCENY JAKOÅšCI OBSŁUGI KLIENTA W WYBRANYCH PRZEDSIĘBIORSTWACH TRANSPORTU MIEJSKIEGO. Chojnacka, Małgorzata // Research Papers of the Wroclaw University of Economics / Prace N;2012, Issue 274, p65 

    The following article is a trial of expanding the matter connected with surveying client's satisfaction with the services rendered by the public transportation. The results of the empirical research let draw conclusions about the methods of the appraisal of provided and anticipated quality. The...

  • KRYTERIA I METODY OCENY JAKOÅšCI OBSŁUGI KLIENTA W WYBRANYCH PRZEDSIĘBIORSTWACH TRANSPORTU MIEJSKIEGO. Chojnacka, Małgorzata // Research Papers of the Wroclaw University of Economics / Prace N;2012, Issue 265, p65 

    The following article is a trial of expanding the matter connected with surveying client's satisfaction with the services rendered by the public transportation. The results of the empirical research let draw conclusions about the methods of the appraisal of provided and anticipated quality. The...

  • Consumer Perceptions of Service Quality: A Cross-National Analysis. Agarwal, James; Malhotra, Naresh K.; Bolton, Ruth N. // Advances in Consumer Research - Asia-Pacific Conference Proceedi;2009, Vol. 8, p19 

    Global trade in services is growing faster than other areas and accounts for one fifth of world trade and almost two-thirds of the world's total output. This growth in world trade has resulted in an increasing trend towards internationalization of services (Cicic, Patterson, and Shoham 1999) in...

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics