... Developing countries Ghana Public sector organizations Customer satisfaction Recent developments have put public organisations under increasing competitive and financial pressures (Ghobadian and Ashworth, 1994 ; Day et al., 1998). Trends such as commercialisation, compulsory competitive...

... between the service provider and the service receiver. The interactive features of service quality in service encounters are thus crucial to the ultimate outcome. Marketing practitioners have often aligned their bets with customer satisfaction, using slogans such as “Our focus is on customer satisfaction...

... be contacted at: thorsten.gruber@mbs.ac.uk © Emerald Group Publishing Limited 2010 Customer services quality Students Higher education Germany Customer satisfaction Increasingly, higher education institutions are realising that higher education could be regarded as a business‐like...

... should comprehensively define the quality of the product or service. If any customer requirement is overlooked, the resulting questionnaire and measurement would be deficient. Subsequently, organisations might not be able to improve overall customer satisfaction because the reasons why customers...

... the first examination of value's temporal nature, in which the results provide empirical support for value as a dynamic phenomenon that is differentially influenced by cognitive and affective variables. Customer satisfaction Higher education Perception Economic value added United Kingdom...

... the limited progress in implementing results‐based management within the public sector? Zoe Radnor can be contacted at: Zoe.Radnor@wbs.ac.uk © Emerald Group Publishing Limited 2007 Public sector organizations Performance management Management techniques Customer satisfaction Canada...

... organizations Private sector organizations Customer satisfaction This research topic is not only of concern to marketers and academics, but also of significant public interest (Posner and Rothstein, 1994 ; Mitchell, 1998). The neglecting of areas such as the not‐for‐profit sector, particularly...

... in their interest to ensure complaints are handled effectively. Local government Complaints Customer satisfaction A complaint is an expression of dissatisfaction, about the standard of service, actions or lack of action by the council, affecting an individual customer or group of customers (Western...

... may be considered as necessary or unnecessary from the Benefits Agency’s perspective and the customer’s perspective. In a study of first‐time Income Support (social assistance) customers, Williams et al., defined unnecessary contacts as follows: © MCB UP Limited 1998 Customer...

... the validity of the EQM as a framework for quality assessment and improvement in the public sector. Customer satisfaction European Quality Model Public sector TQM Quality has become one of the main methods by which increasing economic pressures on public expenditure have been challenged...

... and the way in which these might affect the assessment of service quality. Highlights some of the limitations of conventional customer satisfaction surveys which lead the authors to consider the SERVQUAL approach. This method, which has been the subject of considerable academic scrutiny and extensive private...

... the notion of getting it right first time, of self policing and avoiding wasted effort and inappropriate behaviour. BS 5750 Customer satisfaction Public sector Quality assurance Social Services United Kingdom The word “quality” has featured prominently in the vocabulary of public service...

... and companies may be classified as customer oriented if they market differentiated products and services reflecting heterogeneous customer preferences. Customer satisfaction is influenced by expectations and perceived service quality. Degree of customer satisfaction and loyalty consequently becomes...