عنوان انگلیسی مقاله:

Service improvement by business process management using customer complaints in financial service industry

ترجمه عنوان مقاله: بهبود خدمات با مدیریت فرآیند کسب و کار با استفاده از شکایات مشتری در صنعت خدمات مالی

رشته: بازاریابی

سال انتشار: 2011

تعداد صفحات مقاله انگلیسی: 13 صفحه

منبع: ساینس دایرکت

نوع فایل: pdf

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چکیده مقاله

Specific learning disabilities present problems. Although they appear at a younger school age, they are oftentimes not successfully compensated and last until adulthood. Within the scope of university counselling a cognitive and metacognitive intervention programme has been established, the effects of which have been validated in the presented pilot study. Results show that cognitive and metacognitive intervention can have a positive effect on study skills and results in university students.

Keywords: specific learning disabilities, mediated learning, instrumental enrichment programme, university student

مقدمه مقاله

As a labor force of service industry has grown significantly and aportion of service industry in GDP has increased, services arein creasingly important to the economy. With this shift to focusingon services, the studies for service improvement are increasing. However, the difference of characteristics between products and
services makes it difficult to improve service quality as follows:
Intangibility and simultaneity of services: For the service improvement, it is required to monitor and measure results of service. Results of service are expressed as customer satisfaction or dissatisfaction, which is hard to get information about.  Customer involvement in services: The role of customers as co-producer of service values has been highlighted (IBMAlmaden Services Research Reports, 2006). Customers are both the inputs and the source of innovation to the service process. Service quality should be addressed from the customer-oriented viewpoint. Customers’ collaboration is required for service improvement.

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