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C/OM/186. Dissertation. Theory and implementation of service strategy: case study of M-Trans

WORDS:
16650
DATE:
2009
PRICE:
169.99 GBP

The dissertation investigates the service strategy of a transportation service provider M-Trans operating in Cyprus. The review of literature touches on the concept of ‘service’ and ‘service value stream’, the methods of measuring service quality, the service strategy of transportation service, etc. Research methodology is based on qualitative and quantitative data obtained from secondary sources and primary sources, i.e. questionnaires and semi-structured interviews aimed to evaluate the quality of M-Trans along the lines of their tangible features, responsiveness, reliability, assurance, and empathy. Conclusions are made about the managerial implications of the service quality assessment suggesting recommendations about the ways to improve the company’s service strategy.

 

KEYWORDS: Dissertation, service strategy, transportation service, M-Trans, Cyprus, service quality, service value stream,

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