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.]

Since the turn of the century, the focus in marketing has shifted to a service-centred view, where co-creation of value between customer and business is central. Services, which are characterized by intangible resources, co-production and heterogeneity, account for the majority of employment in society today. Much research has been done on how customers perceive services and how it affects trust and satisfaction. Therefore, this study aims at investigating the role of the service company in the value creation process by studying how they facilitate the value creation of the customer and how their value offerings can affect the customer's experience of the service. The empirical part of the study is based on interviews made with representatives from two companies, Pinchos (restaurant) and Fysiken (gym), which are classified as experience and credence services. Their perspective on customer experience and expectations has then been compared with their customers' actual experience and expectations through interviews with current or former customers. The study shows that the role of the respective companies in the value creation process in this case is great as the customers of these companies have a lot of responsibility and control over their own experiences. Therefore, value creation is a major part for both companies because they have to offer the resources that the customer needs to independently create value of the service. / Sedan sekelskiftet har fokus inom marknadsföring gått från en varucentrerad till en tjänstecentrerad vy, där samskapande av värde mellan kund och företag är centralt. Tjänster, som karaktäriseras av immateriella resurser, samproduktion och heterogenitet, står idag för majoriteten av sysselsättningen i samhället. Mycket forskning har gjorts om hur kunder uppfattar tjänster och hur detta påverkar tillit och nöjdhet. Därför syftar denna studie på att undersöka tjänsteföretagets roll i den värdeskapande processen genom att studera hur de underlättar för kunden att skapa värde och hur deras värdeerbjudanden kan påverka kundernas upplevelse av tjänsten.Den empiriska delen i studien baseras på intervjuer gjorda med representanter från två företag, Pinchos (restaurang) och Fysiken (gym), som klassats som upplevelse- respektive förtroendetjänster. Deras perspektiv på kundernas upplevelse och förväntningar har sedan jämförts med deras kunders faktiska upplevelse och förväntningar genom intervjuer med nuvarande eller tidigare kunder. Studien visar på att respektive företags roll i den värdeskapande processen i dessa fall är stor då kunderna till dessa företag har mycket ansvar och kontroll över sina egna upplevelser. Därför blir värdeunderlättande en stor del för båda företagen eftersom de måste erbjuda de resurser som kunden behöver för att självständigt kunna skapa värde av tjänsten.

This study is grounded in the evolving perspective of Service Marketing, Service-Dominant-Logic and ServiceLogic and aims to provide a holistic view of how the digitalization of interactions affects the service provided by the restaurant and in turn the customers’ value creation processes. More exactly, the study examines a digital system for information exchange, order placements and payments in a restaurant on the Swedish market. The study adopts a qualitative approach and data has been collected through the use of unstructured observations and semi-structured interviews. The findings are that the system for digital interactions has both positive and negative effects on valuecreation. It also changes other aspects of the service not directly linked to the system. If this ultimately creates more or less value for the customers is believed to depend on the customers’ individual differences, but if the system is used as a complement to the already existing service rather than as a substitute of the human interaction there are opportunities for a successful implementation.

The main objective of my diploma thesis is to analyse customers perception of Pure Jatomi Fitness brand. Based on results of a questionnaire survey, I recommended improvements that the management of the company should take into consideration in order to reach better results. In the theoretical part, I defined the concepts of service marketing, mark and its elements. Then I also focused on terms such as segmentation, targeting and positioning. The next chapter is devoted to the qualitative and quantitative research methods. In the practical part, I mentioned characteristics of Pure Jatomi Fitness company as to it's history and philosophy. I analysed the competitive market of Prague fitness centers and I presented the SWOT analysis. In the research part, I defined target segment of this fitness center chain with emphasis on analysing the perception of the respondents. In the final chapter, I proposed appropriate improvements that would strenghten the accurate position of Pure Jatomi Fitness.

This master's thesis deals with customer satisfaction issues of selected Thai restaurant in Brno. Using relevant methods are proposed appropriate measures to increase the current level of customers' satisfaction. Marketing research is used to do this, and it is conducted using a questionnaire survey. Based on the data capture, the data are being analysed and they provide input for evaluating and setting up suggestions to increase total customer satisfaction level.

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1 online resource ([13], 172 leaves) / The concept of a service-oriented approach and the role of communication in such an approach is nothing new. Service management and marketing are two constructs that are deemed invaluable for an organisation operating in the current competitive and seamless globalised business environment. Literature proposes that a market-oriented point of view is not enough anymore to achieve a competitive advantage; the core solution to an organisation's problems should lie in a management perspective that understands the internal value-generating processes of customers and employees alike. This study strives to assess the role of internal communication in creating a service-oriented approach. Particular attention is given to the support that communication can provide to an organisation wishing to establish a service-oriented approach. The evolution of the service-oriented approach is discussed along with the internal and external changes that took place in the organisational environment. A service-orientation as a possible answer to environmental changes is discussed. An assessment of the contribution of communication to service orientation was undertaken. The results of the research undertaken have led to the deduction that internal communication at George Municipality is not effective. / COMMUNICATION SCIENCE / MA - SPEC IN ORG COMMUNIC

Customer satisfaction, from the service quality perspective, has emerged as a new modus operandi for assessing customers’ perceptions and/or expectations of services in order to re-orient and regulate existing services. University library administrators in Sri Lanka, realising the necessity of complying with customer perception of high quality service, have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This study therefore aims to meet this need by developing a model to assess the extent to which service quality indicators and other explanatory attributes may be used to predict customer satisfaction, from a service quality perspective. The research process used in the study was the “onion model,” which involved a combination of positivist and phenomenological inquiries that led to the use of qualitative and quantitative approaches in line with the purpose of the study, which was exploratory in nature and searched for causality. The design of the study involved two main stages: the exploratory stage and the main stage. In the exploratory stage, attributes and domain identification of service quality was carried out with a sample of 262 subjects. Based upon the exploratory study, four provisional models were constructed and tested in the main study, using a sample of 1840 subjects. The model based on the performance-only paradigm and the linearity assumption between the constructs was found to be the best parsimony model that provided for enhanced predictive performance, calibration and potential insight into attributes and domain relevance. Regarding overall satisfaction, responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology and service delivery as quality domains, involvement with the service, and knowledge of the customers as situational attributes and age, member category, university and gender as socio-demographic attributes were found to be significant. The final model may be used to design a simple measurement or monitoring process of library performance, and it may also be a useful tool for diagnosing service quality locally. This research further provides a keystone for other studies and may also stimulate the momentum of current research on service quality and/or customer satisfaction / Information Science / D. Litt. et Phil. (Information Science)

Rapid changes in the economic and world order have made it imperative for university libraries to make a paradigm shift from prestige collection building to a marketing philosophy as their strategic directive. This philosophy would direct university libraries towards decision making around customers' real needs and preferences, aligning organisational competencies and processes with these needs, resulting in more effective service delivery. Changes in the world order, economics and marketing as a philosophy are presented on a time line, revealing the influence developments in technology and the Internet have brought about. Various views on the influence of these changes in the world order are presented. Marketing in service organisations is encapsulated in a service marketing triangle. Competitive advantage for the university library should be achieved if the internal processes of the library are analysed in the context of a value chain. A proposed marketing model has been presented to direct strategic thinking in the university library. / Information Science / M. Inf.

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2016-06-13T12:30:24Z No. of bitstreams: 1 Anderson Krielow_.pdf: 4896609 bytes, checksum: 3095871759da3a275ad37c54877bb3ad (MD5) / Made available in DSpace on 2016-06-13T12:30:24Z (GMT). No. of bitstreams: 1 Anderson Krielow_.pdf: 4896609 bytes, checksum: 3095871759da3a275ad37c54877bb3ad (MD5) Previous issue date: 2016-03-28 / CNPQ – Conselho Nacional de Desenvolvimento Científico e Tecnológico / É sabido que a Internet tem crescido vertiginosamente no contexto empresarial brasileiro. Nas empresas prestadoras de serviços eletrônicos (e-services), a compreensão do comportamento de compra on-line reforça as estratégias de venda de serviços pelo canal da Internet. Para as empresas consumidoras se habilitarem a utilizar e a comprar e-services, é fundamental que os prestadores de serviços conheçam as motivações, os receios e as resistências consideradas na compra de um serviço on-line. Para o desenvolvimento da pesquisa, foi criada uma escala e testado um modelo teórico contemplando os construtos, Iniciativa da Gestão, Fatores Externos, Conveniência, Segurança no Acesso aos Dados, Falta de Tempo, Falta de Conhecimento e Experiência, Custo, Risco Percebido, Limitações Tecnológicas, Intenção de Compra e Comportamento de Compra, considerando suas respectivas hipóteses. Para tanto, foi realizado um levantamento teórico que aborda o comércio eletrônico (e-commerce) de produtos e serviços, bem como a compreensão e a análise de construtos que afetam o comportamento de compra de serviços on-line. Posteriormente, realizou-se uma pesquisa qualitativa a partir de 28 entrevistas com Micro e Pequenas Empresas (MPEs) do Rio Grande do Sul, para estruturar os construtos e construir a escala. Considerando como pesquisa principal a quantitativa, realizou-se um levantamento (survey) com uma amostra de 537 MPEs do RS, a fim de investigar os aspectos apresentados anteriormente. A análise dos resultados foi feita com base em estatísticas multivariadas e realizou-se primeiramente, uma análise fatorial exploratória para agrupar as variáveis e confirmar o Modelo Teórico. Utilizou-se a Modelagem de Equações Estruturais para testar o modelo, investigar e analisar os elementos que compõem o fenômeno de estudo. Diante disso, foi possível propor uma escala para medir os fatores motivadores e inibidores, bem como a intenção e o comportamento de compra de e-services por MPEs no mercado B2B. Os resultados da pesquisa apontam que Modelo Teórico apresentou índices satisfatórios, considerando-se o ineditismo da escala. As contribuições que prevalecem são a comprovação de que a Iniciativa da Gestão, a Conveniência e a Segurança no Acesso aos dados dos Serviços On-line são fatores motivadores que influenciam positivamente a Intenção de Compra de e-service; a Falta de Conhecimento e Experiência, o Custo Elevado e o Risco Percebido são fatores inibidores que influenciam negativamente Intenção de Compra de e-service pelas MPEs no mercado B2B; e que a Intenção de Compra tem influência positiva sobre o Comportamento de Compra das Empresas estudadas / It is known that the Internet has grown dramatically in the Brazilian business environment. In companies providing electronic services (e-services), the understanding of online buying behavior reinforces the strategies of selling services by the internet channel. In order to enable consumer companies to use and to buy e-services, it is critical that service providers know the motivations, fears and resistances considered when purchasing an online service. For the development of this research, a Theoretical Model was tested contemplating the constructs, Management Initiative, External Factors, Convenience, Safety Data Access, Lack of Time, Lack of Knowledge and Experience, Cost, Perceived Risk, Technological limitations, Purchase Intent and Purchase Behavior, considering their respective cases. To this end, it was conducted a theoretical survey that covers electronic commerce (e-commerce) of products and services, as well as the understanding and analysis of constructs that affect the online services buying behavior. Subsequently, it was carried out a qualitative research from 28 interviews with Micro and Small Enterprises (MSEs) in Rio Grande do Sul (RS) to structure the constructs and to build scale. Considering primary the quantitative research, we carried out a survey with a sample of 537 MSEs in RS in order to investigate the issues presented above. The analysis was based on multivariate statistics and held first an exploratory factor analysis to group the variables and to confirm the Theoretical Model. We used the structural equation modeling to test the model, to investigate and to analyze the elements that compose the phenomenon of study. Thus, it was possible to propose a scale to measure the motivating factors and inhibitors, as well as buying behavior and buying intent of e-services for MSEs in B2B market. The research results indicate satisfactory indexes of the Theoretical Model, considering the uniqueness of the scale. Prominent contributions are the proof that Management Initiative, Convenience and Safety Data Access of Online Services are motivating factors that positively influence the Purchase Intent of e-service; Lack of Knowledge and Experience, High Cost and Perceived Risk are inhibiting factors that influence negatively Purchase Intent of e-service for MSEs in B2B market; and Purchase Intent has a positive influence on the Purchase Behavior of studied companies.