To know and satisfy tourist clients’ needs – a premise for achieving superior quality services

Clients’ satisfaction should be the main objective of any tourist company, and this involves a good knowledge of consumers’ expectations. Offering a high quality service is obviously based on fulfilling some requirements through which the service touches the level desired by the consumer. Knowing the consumers’ needs and expectations, as well as the perceptions related to the supplied service, should represent the quality management objectives of the services provided, that is, the conditions of providing performing tourist services. The tourist orientation can assure a high level of satisfaction and it involves the identification of his desires and requirements with regard to the services offered, his proper informing, facilities and possibilities to choose the service that corresponds the best to his expectations. In order to win the clients’ trust in the services offered – modifying the clients area of tolerance (that is, to enlarge it) the trained staff of service companies should be more sensitive to the clients needs, suggestions, dissatisfactions and preoccupations. A highly important condition for achieving the objectives of satisfying clients is the service company employees’ satisfaction. The trained staff is responsible to offer high quality services and satisfaction to the consumer, the latter’s behavior being able to increase or decrease the name of the service company. The staff’s efficient leading objective – and of the service offering process – can be achieved by a successful practicing of internal marketing, that has in view developing the staff motivation and its stimulation in the effort to offer high quality services. The fundamental strategy of internal marketing is to form faithful clients from its own employees. Satisfying internal clients’ requirements, the service company increases its ability to satisfy successfully external consumers’ needs.tourist, client, service

The Impact of Customer Relationship Management on Caller Satisfactions in Customer Contact Centers: Evidence from Malaysia

Available literatures have established customer relationship management (CRM) as giving opportunity to both internal and external customers of an organization in exploring critical information through the integration of company’s telephone system, chat groups, Interactive voice response, facsimile transmission, electronic data interchange, voice over internet, web sites and e-mail touch points that will result in satisfying customer self services for new product purchases, assist in up-selling and cross selling and creating customer loyalty, value and profitability. Despite the enormous increasing acknowledgement of CRM importance, very little studies have focused on the impact of CRM applications on inbound customer contact center performance. This empirical research explored the relationship between CRM dimensions, first call resolutions, perceived service quality and caller satisfactions within the inbound call centers. A conceptual framework was developed based on the extant literatures and information that were obtained from initial interviews with call center managers. The research model incorporated key CRM constructs; customer orientation, CRM organization, knowledge management and technology based CRM and also investigated the impact of these dimensions on first call resolution (FCR), perceived service quality and caller satisfaction. Importantly, FCR and perceived service quality were considered as critical antecedents to caller satisfaction. In this quantitative study, a survey of 168 call center managers in Malaysia was analyzed through structural equation modeling, constituting an overall 43.3% response rate. The research findings indicated that out of the four hypothesized positive relationship between CRM dimensions and caller satisfaction, three were supported. The findings also indicated that first call resolutions have significant influence on caller satisfactions. Key benefits for practitioners and academia was finally discussed under the theoretical and practical implications, while necessary suggestions on new area of research were recommended for future researchers

Internal Marketing Practices and Job Satisfaction: Evidence from a Nigerian University Setting

This study investigated internal marketing practices and its relationship with job satisfaction in a Nigerian university environment. Results indicated internal marketing as having resultant effects on three major areas or components; understanding of organizational vision and values,quality delivery of external marketing as well as quality delivery of interactive marketing. It was also established that there was strong and positive relationship between internal marketing and job satisfaction. The research measures showed good psychometric values. These findings were discussed and situated within the Nigerian university environment. It was recommended that the university should place more emphasis on internal marketing practices thereby enhancing the quality delivery of both interactive and external marketing of the university. The university was advised to promote extrinsic job satisfaction among its staff. Areas of further studies were also suggested

Developing a conceptual model for the internal data source to measure customer satisfaction

Traditional CSM approach is performed at certain frequencies. The gap between such events can be termed as a ‘blind period’, because customer satisfaction is left unobserved and unmanaged. The blind period may sometimes accelerate the growth of customer dissatisfaction. One way to eliminate the impact of the blind period is to reduce the gap between CSM events. The initial assessment indicates that conducting CSM more frequently, may weaken the accuracy of measurement, and increase the cost of the programme. The authors believe that the reason behind these limitations is the use of the external data source, collecting data directly from customer, therefore suggests using the internal data source, as an alternative to measure customer satisfaction. The purpose of this paper is to develop a conceptual model for the internal data source to measure customer satisfaction. To achieve this objective, a conceptual model need to be developed based on three determined steps: define the formation of customer satisfaction value, identify the CSM factors and dimensions, and mirror the CSM instruments to identify the internal performance values. The paper indicates that internal data source could provide researchers with an alternative data source to measure customer satisfaction with minimum limitations on frequency of implementation, accuracy and cost

Empirical investigation on satisfaction and service quality level of radical process change implementation

The paper reviews the literature related to the implementation of radical process changes in higher education (HE) environment. Several issues and implementation results related to radical process change in HEIs, particularly business process reengineering (BPR), are being investigated. Furthermore, as the implementation of process change would have an impact in HEIs,specifically on service quality and customer satisfaction, this paper discusses both concepts. A survey has been developed to assess the students’ satisfaction of the radical process change implemented in one of the HEIs, namely HEI-A which was selected as a case study. The results indicate some significant differences among groups for both satisfaction and service quality measured.The paper provides a framework for future research to develop a metric for measuring satisfaction and service quality level in HEIs. This research contributes to studies of BPR in HE context, by focusing on the key processes performance

Evaluating whether a change in organisational structure would improve its competitive advantage

The purpose of this research is to study and analyse the internal and external structure of Ultimate Clean ltd, where I do work. We have put concentration on background of the company in the starting. This information is followed by aim and scope of research, which shows that what is the research question and what is scope of our research. After that Literature review is elaborated under five main subheadings. These subheading gives us deep information about the literature of organisation structure, competitive advantage. After that, Organisational context with internal and external analyse of the company is given which highlight the strengths, weaknesses, threats and opportunities of the company. Some external factors like political, economic, social and legal, are also discussed in this report. Then some information is given for method of research that why we use it, where and when it is used. Some limitations are also discussed in this report of method. After this, result section comes. In this section, we discussed deeply about the answers of customers, employees and employer. We prepare a discussion of the result and conclude it wisely. In the end, some recommendations are also given to improve organisational structure of Ultimate Clean ltd. We suggest a new structure for the organisation to develop within company to have a good competitive advantage in market place. A big list of references is also given in the end of this report

MEASURING THE PERFORMANCE OF XYZ GOVERNMENT AGENCY WITH THE BASIS OF MALCOLM BALDRIGE METHOD

Government agency is collective designation which includes work unit and organizational unit of ministries or departments, non-departmental government institution, secretariat of state high institution, and other central and regional government agencies; including state-owned enterprises, state-owned legal entities, and regional-owned enterprises. One of the very effective models in improving the quality of performance of an agency is by using the Malcolm Baldrige Criteria for Performance Excellence. This research was conducted with the aim of: 1) measuring the performance of XYZ Government Agency so that their performance consistency can be monitored and 2) finding out the opportunities and obstacles in measuring the performance of XYZ Government Agency by using the Malcolm Baldrige Quality Award (MBNQA) criteria. The type of this research is descriptive research that uses XYZ Government Agency as the research object. The measurement conducted in this research applies the Malcolm Baldrige method. The findings showed that the criteria with the highest percentage score is operation (39.8%) and the lowest percentage score is strategy (35.1%). The total score is 377.5 from a maximum score of 1000 points. It showed that the performance of XYZ Government Agency is at the level of “initial growth” (scale point of 376-475

Employee Attributions of the Why of HR Practices: Their Effects on Employee Attitudes and Behaviors, and Customer Satisfaction

The construct of Human Resource (HR) Attributions is introduced. We argue that the attributions that employees make about the reasons why management adopts the HR practices that it does have consequences for their attitudes and behaviors, and ultimately, unit performance. Drawing on the strategic HR literature, we propose a typology of five HR-Attribution dimensions. Utilizing data collected from a service firm, we show that employees make varying attributions for the same HR practices, and that these attributions are differentially associated with commitment and satisfaction. In turn, we show that these attitudes become shared within units and that they are related to unit-level organizational citizenship behaviors and customer satisfaction. Findings and implications are discussed

Research in multi-cultural relationship building

This study aims to explore the ‘missing gap' between the values of an Accounting firm and the preference shown by Maaori on how they would like to be approached when wanting to build a trusted relationship within a business sense. This study makes use of qualitative approaches in which data is collected primarily through interviews and analysed to produce results and recommendations. The study found that Maaori would like to be approached in a way that makes sense to them and also identifies with their cultural proceedings. It also provides insight into how important trust is when establishing a relationship with Maaori. The study recommends that further studies conducted should interview a wider variety of focus groups to add different elements to this research and that FIRM A's small business department's offerings do not align with what Maaori want so need to be rethought to adapt to Maaor expectations