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(2008, 3100 words)
The paper examines the service strategy of Grand Hotel providing a review of literature on the features and challenges of modern hospitality industry, customer satisfaction, total quality management (TQM), etc. Quality gaps in hotel management are indicated suggesting models to measure these gaps and offering recommendations to the Grand Hotel management about quality gaps' identification.
(2008, 3000 words)
The paper addresses strategic issues of delivering, measuring and managing service quality in the hospitality organisations reviewing academic literature on value creation and quality management (QM), discussing QM practices used in the hospitality industry, and suggesting recommendations on the practice of mystery shoppers.
(2008, 1500 words)
The paper examines the challenges faced by employees in providing the quality of service. A study is conducted on the basis of primary data obtained via interviews with employees. The issues under consideration include 'emotional labour', i.e. acting out socially expected emotions while hiding the real ones, Pareto principle, and other features of quality service.
(2008, 5500 words)
The dissertation looks at the importance of service quality (SQ) management for retail banks offering a critical assessment of the way service quality is managed in Halifax. The review of literature touches on SQ definitions, the relationship between SQ and company performance, the role of SQ in developing of long-term relationships with customers, the features of relationship marketing, etc. The research is based on the interpretative philosophical approach using inductive reasoning, and triangulating analysis of secondary data and primary data obtained through observation and interviews. Conclusions are made about the possibility of business process reengineering in Halifax in the future. Proposal matching this dissertation is also available on our website under the name: C/M/728. Proposal. Service quality management in Halifax
(2008, 5500 words + 950 words)
The dissertation looks at the importance of service quality (SQ) management for retail banks offering a critical assessment of the way service quality is managed in Halifax. The review of literature touches on SQ definitions, the relationship between SQ and company performance, the role of SQ in developing of long-term relationships with customers, the features of relationship marketing, etc. The research is based on the interpretative philosophical approach using inductive reasoning, and triangulating analysis of secondary data and primary data obtained through observation and interviews. Conclusions are made about the possibility of business process reengineering in Halifax in the future. Proposal for this dissertation is provided at the end.
(2007, 950 words)
The paper proposes research into the approach of Halifax Bank to managing service quality. Research aims and objectives are established; a brief literature review is presented touching on the purposes and benefits of effective service quality management. Research design and methods are outlined. Dissertation matching this proposal is also available on our website under the name: C/M/726. Dissertation. Service quality management in Halifax.
(2007, 20 400 words)
The dissertation seeks to identify a methodology in measuring service quality in a banking organisation applying the methodology to the Bank of Commerce and Development in Libya, and examining its implications for the bank. A literature review touches on the concept of service quality and its impact on organisations. The methods of research include primary data collection through a survey questionnaire among bank customers and a qualitative assessment obtained through interviews with the bank branch personnel. Conclusions and recommendations are made on the basis of the research findings.
(2007, 15 300 words)
The dissertation seeks to (1) identify a methodology in measuring service quality in a banking organisation; (2) apply the methodology to a specific bank, the Bank of Commerce and Development in Libya (BCDL), and understand the implications for the bank. The literature review touches on the concept of service quality and its impact on organisations. The methodology of the research is based on the quantitative (survey) and qualitative (interviews) approaches. An overview of the research findings is provided; the key results of the analysis are discussed. Conclusions are made about the perception of the service provided by the BCDL; recommendations to the bank management are suggested.
(2007, 2900 words)
The paper examines the use of the gap model for measuring service quality in hospitality industry. The importance of measuring various gaps and its implications for the overall performance of a service firm are discussed. References are made to relevant academic literature highlighting practical benefits which might be leveraged by hospitality firms and the challenges of using the gap model.
(2007, 2900 words)
The paper addresses the issue of measuring service quality using the gap model. The discussion explains the importance of measuring various gaps and its implications for the overall performance of a service firm. Referring to available academic literature the paper outlines practical benefits that can be leveraged by hospitality firms. The challenges of using the model are discussed.
(2007, 4300 words)
The paper explores the issues related to service delivery management with a special focus on the service quality, customer perception, brand image, market segmentation and market positioning. Literature on these topics is reviewed to develop the theoretical understanding of these issues. A case of medium-sized fast food retailer EAT is analysed to explore the practical relevance of these ideas. The analysis proved that the above mentioned aspects of business management played a key role in the sustained expansion and continued success of EAT. All data used for this paper is obtained through secondary sources using the library for books and literary journals. All sources used are peer reviewed and academic in nature.
(2007, 6000 words)
This paper looks at the concept of quality, its management primarily under the 'services' bracket, and customer satisfaction under different sections. It examines four specific aspects – that of quality's genesis and growth, the notion of service quality and its measurement, the concept of customer satisfaction, and finally SERVQUAL -a key tool that has conceptually revolutionized the application and development of service quality measurement. This paper makes references to extant literature and also reflects on the demands of the changing environment – both on quality management and the need to re-assess the good practices for customer satisfaction.
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