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Diss. Linköping : Linköpings universitet, 2007.

The thesis concerns quality of service in the context of business advisory services. The economic rationale for improving any quality standard is based on the theory that by creating customer satisfaction and a perception of service quality, an organisation can retain its existing customers and attract new business, thus improving market share. This argument is based on the assumption that by improving the quality of the service delivered to customers, product offerings can be differentiated in such a way as to improve customer value. This is a customer defined approach to quality and assumes that the provider has understood and responded to customer requirements. In order to achieve this it is necessary to understand the particular situational characteristics of this market and the criteria customers use to assess the service they receive. In order to investigate service quality in business advisory services, the public relations industry in Scotland is considered as a specific case. Public relations is a business advisory service concerned with the management of image or reputation. However it is not a homogeneous product and is made up of a number of specific functions that equate to two main product variants. Based on these product variants, the research identifies three main purchaser groups in Scotland. However, although outcome expectations are consistent across purchaser groups, there are different expectations of the process of delivering the service according to the product variant purchased. The research concludes that when purchasers are buying a task level service their perceptions of quality are based upon tangible, measurable service features, whilst purchasers of a managerial product variant are concerned with process factors that lead to developing a relationship of trust. There are also a number of 'bottom-line' expectations, common across purchaser groups, which are essential to a perception of quality. Service quality, in the business advisory service context, is dependant on recognising what constitutes the core product and tailoring the process of delivery to satisfy purchaser expectations. The implications of this research are that an understanding of context is essential when considering service quality, in order that customer expectations and provider delivery combine to achieve added value. Secondly, that product definitions are required in determining the expectations associated with performance quality; and thirdly, that customer segmentation based upon product variant is a viable proposition in business advisory services.

Title: Customer satisfaction with offer of services of golf courses in Prague and in Liberec region Objectives: The Diploma Thesis aims to make a survey of satisfaction and expectations of golf course customers in Liberec region and in the capital city Prague and to compare those regions. Customer satisfaction will be measured by means of questionnaires where each player of each golf course will compare real perceived qualities of a golf course with generally expected qualities. Based on the data obtained, the analysis of values will be carried on, such as golf handicap, age, gender and month income. The Thesis will focus on comparing the expectations and satisfaction of major golf resorts with smaller and not so popular ones. Methods: The research of customer satisfaction was carried on by already proven questionnaire consisting of SERVQUAL method. The research compared expected quality with real quality in seven golf courses in Prague and surroundings and in seven golf courses in Liberec region. The research was carried on from August 2014 till February 2015. Results: The outcome of the thesis is to learn about satisfaction of golfers at golf courses in Prague and Liberec region and submit proposals for improving each golf courses in an effort to achieve improved and better access to customers....

本研究的研究動機在探討新舊銀行客戶對銀行服務品質的認知，並評 估新舊銀行的服務品質管理狀況及行銷、管理者對於銀行服務品質的認知 ，進而予以分析、比較，從中發掘問題、歸納心得，俾對新舊銀行追求服 務品質管理改善的努力，提供建議與參考。整個研究所欲探討的三個核心 問題為: 1.驗證 Zeithaml 等（1988）所提之架構在銀行業之適用性。2. 比較兩家銀行在服務品質各差距之差異性。3.比較兩家銀行在服務品質管 理上之差異性。研究結論如下: 1.管理者認知的服務品質管理狀況之因素 分為四個因素：「滿足顧客期望能力」、「服務品質溝通狀況」、「提升 服務品質意願」、「服務品質作業內涵」。2.業務經辦人員所認知的服務 品質管理狀況之因素分為五個因素：「重視員工」、「角色認知」、「服 務績效指標」、「設備與員工配合度」、「團隊合作」。3.銀行服務品質 因素有六個「周到合理」、「有形無誤」、「禮貌專業」、「便利舒適」 、「安全公平」、「效率可靠」。4.在辦理存提款及匯兌業務迅速有效率 、顧客抱怨或生氣時的迅速安撫與處理、承辦人不在時其他行員代理業務 、分行數目足夠等項目上，乙銀行服務品質差距一顯著地小於甲銀行。5. 整體而言，乙銀行的差距二小於甲銀行。又以行員穿著、行員服務熱誠最 為顯著。6.差距三方面，乙銀行在周到合理、有形無誤、安全公平等三項 因素構面上，均顯著地小於甲銀行。7.差距五方面，甲乙銀行在周到合理 、有形無誤、禮貌專業、便利舒適、及效率可靠均達顯著差異，其中又以 周到合理、禮貌專業、效率可靠最具顯著差距，乙銀行的差距五小於甲銀 行，顯示乙銀行的服務品質較優於甲銀行。8.甲乙銀行在服務品質溝通狀 況具顯著差異，其中又以管理者與顧客面對面接觸、員工有機會對管理者 表達意見、管理者願接受員工竟見、有效使用自動化設備最顯著。乙銀行 在這些推行的程度較甲銀行為深。9.甲乙銀行在重視員工、服務績效指標 、設備與員工配合度、轉隊合作均達顯著差異，又以服務績效指標最為顯 著。乙銀行在這些服務品質管理上推行的程度較甲銀行深。

Pre-sale activities of buying and post-sale activities of use are separated by time and judged in two time-place forms. Exchange value being one kind of judgment of desirability, separate from use value. However, traditionally marketing has not fully captured the co-creation of value in use, or therefore, how it affects the perceived value of the offering at purchase. The separation of purchase and use has been shown to create buyer uncertainty at the point of purchase about the future value created in use. Consider the decision to buy a service support contract for capital equipment in which the act and experience of use could continue for up to ten years after the decision to buy. At purchase, buyers may not be certain about the future state of use, i.e. whether or not equipment will fail, or indeed how the service will perform in the event of failure. While uncertainty about the state of use will continue across time, it has been argued uncertainty about how the service will perform may be resolved through repeat use or interaction. Through an exploratory case and a web-based survey of 95 organisational buyers of Product Service Systems (PSS) in capital equipment markets, this thesis finds customer-provider co-capability, which facilitates service performance in use, mediates the customer’s perceived risk of re-purchasing. As a result, this thesis makes a contribution to B2B marketing in identifying how value of the offering at purchase is affected by future customer-provider co-capability in use.

The thesis deals with a marketing stratégy inovation focusing on community event „Day of Princesses“. Theoretical part defines terms related to organizing non-profit organization, marketing and marketing strategies. Further, it decribes marketing analyzes which are assembled in the second part of this work. Final section of the thesis is develoted to own resolution proposals, which should lead to improvement of current situation.

The main objective of this research is to examine the relationship between the internal and external service quality dimensions in Egyptian commercial banks. To achieve this objective, the thesis introduced the internal–external service quality model which proposes that the internal service quality has a positive impact on the external service quality. The research model was developed and tested empirically through three main stages. The first stage was based on the extensive review of the literature in order to identity the concepts and measures of the internal and external service quality. In this stage, the research objectives were identified. The second stage was concerned with the building of the internal–external service quality model which proposed that the internal service quality dimensions have a significant positive impact on external service quality. To identify causal indicators for this relationship, some control variables were used and a set of empirically testable hypotheses were developed. [Continues.]

The diploma thesis is focused on marketing strategy plan of a private pharmacy using service blueprint as a marketing tool. At the beginning the thesis deals with characteristics of specifics and state regulations of pharmacy marketing. Then the thesis analyses Czech pharmacy market in particular with regard to the expansion of pharmacy chains and also puts emphasis on current pharmacy trends that influence management and marketing of private pharmacies. The main goal is firstly to describe the components of marketing mix that pharmacies might legally use as a part of their marketing strategy. Secondly the theoretical knowledge is applied to case study of Pötting's Pharmacy. The marketing strategy plan is based on situation analysis, service blueprint and questionnaire survey.