,
The Impact of TQM on the Service Industry (2007) Ref: busman0022 23,000 words – 112 pages in length Outstanding use of literature Excellent use of models: Lovelock Model, Zeithaml and Bitner’s Model Expertly written throughout Outstanding MBA dissertation In the past decade the service industry has changed dramatically. It has moved towards a focus on Total Quality Management (TQM) and a ‘do it right the first time’ approach. The principal organisational objectives are to ensure customer satisfaction, retention and subsequently the generation of profit. The main reason for this change is that services are intangible. It is therefore, more challenging for marketers of this industry (than in the consumer goods industry) to ensure 100% quality. Evidently, customers are more than likely to experience dissatisfaction with a service at one point. As a consequence, customer complaints are common, with the number of recorded complaints increasing (Office of fair trading report, 2006). The aim of this study is to investigate the effects of service recovery on customer satisfaction and loyalty levels. In order to meet this aim, the following research objectives have been proposed: To define service recovery and the paradox To assess how customers feel when organisations react to complaints, in terms of fairness and justice To investigate customer attitude and satisfaction levels after the recovery actions have been undertaken To discover how specific aspects of the service recovery method affect customer satisfaction levels To evaluate the effect of service recovery on loyalty levels of customers 1. Introduction Background Rationale Research Aims And Objectives Research Dissertation Structure 2. Literature Review - Service Failure & Service Complaints Background To Complaint Culture Why Do Customers Complain? Why Do Customers Not Complain? How Do Customers Complain? What Do Customers Expect From Complaining? What Are The Implications Of Complaining On Satisfaction Levels? Conclusion 3. Literature Review - Service Recovery What Is Recovery And It’s Paradox? Why Is Recovery Important For Organisations? What Recovery Methods Are Organisations Using To Recover? Are Companies Successful In Undertaking Recovery? What Methods Can Be Recommended? Conclusion 4. Methodology Introduction Research Rationale Research Aims And Objectives Marketing Research Primarily Versus Secondary Research Quantitative Versus Qualitative Discussion Of Methods The Research Method The Individual In-Depth Interview As A Research Method The Sampling Method The Sample Limitations Analysing The Results Conclusion 5. Findings Introduction Customers’ Feelings Before Recovery Customers Feelings During Recovery Customer Feelings After Recovery 6. Conclusions Introduction Recommendations Limitations And Future Research Bibliography Appendices How To Order 1. Select reference number busman0022 from the dropdown list 2. Click the PayPal button 3. Click the "Click Here" button on the PayPal page to submit your credit/debit card payment 4. We will email your chosen dissertation in PDF format within 24 hours Please select:  busman0001 busman0002 busman0003 busman0004 busman0005 busman0006 busman0007 busman0008 busman0009 busman0010 busman0011 busman0012 busman0013 busman0014 busman0015 busman0016 busman0017 busman0018 busman0019 busman0020 busman0021 busman0022 busman0023 busman0024 busman0025 busman0026 busman0027 busman0028 busman0029 busman0030 busman0031 busman0032 busman0033 busman0034 busman0035 busman0036 Back to Top