Air Asia

All ought all employees should be involved in best customer service delivery possible there should be place for executive service leaders and managers within the organisation. A person who successfully creates a customer-focused culture would have a huge impact on business success through employee retention and customer loyalty.

| Satisfaction is a primary factor in this sector, but not as concerned with excellence in customer service as the commercial sector. Rather than selling products to make profit they offer services to the community. The quality of and access to an organisation is usually guided by working to customer service charters. Making sure the services offered are satisfactory and beneficial to the community at the right price must be balanced.

When the competition was growing in service sector the demand for service quality was understood. At this time a new question was emerged, if it is possible to apply the principles of TQM in service industry. The literatures and viewpoints of different researchers made the latest moderations to TQM concepts and made TQM adaptable for service sector also.(2) Today, customers have a wide choice of service providers and they would choose only the best service providers in terms of quality, reliability, and profitability and who are at par with international standards. Therefore, the quality of service plays a dominant role and is a primary factor in ensuring the survival of the service provider in the global market. The whole focus is now concentrated on providing services to customer beyond his expectations. This concept is applicable to all service industries and has given birth to the concept of TQM in service

Service firms are increasingly using customer service to develop sustainable competitive advantage – through value generation as well as differentiation. This

service are the essentials of a successful business. The key is not only to lead the

This essay evaluates some of the service marketing management aspects of a service industry, namely service process, service people, resource utilization and performance management, and accesses the contribution of each factor to the success of the organization. This essay analyses how each of these factors, along with its applications and limitations affect the Emirates Airlines; the largest airline of the Middle East, and the seventh largest in the world (Emirates, 2015). In today's age of intense competition and globalization, establishing service quality is one of the most vital sources to gain a competitive advantage for any service industry.

In the delivery of service in the industry the business will endeavor to improve in service provisions through technological innovations, training to their personnel and integrating the community for value added services ADDIN EN.CITE Behn2003247(Behn, 2003)24724717Behn, D., R. 'Why Measure Performance? Different Purposes Require Different Measures', Public Administration Review, European Journal of MarketingEuropean Journal of Marketing586-60663 (5)52003( HYPERLINK l "_ENREF_1" o "Behn, 2003 #247" Behn, 2003).

For developing a questionnaire, exploratory research is needed to investigate the likely determinants or attributes to be considered. Personal or focus interviews with the service users would be recommended. And for defining the scale attributes, a manager can capitalize on the previous empirical works cited in literature that are relevant to his or her own

1. Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives?

According to Ghobadian, Speller, & Jones, (1994) the service quality plays an important role in the economy and that doing things wrongly leads to increase expenses in an organization. Thus

The service sector represents one of the main indicators of the global economy. In fact, there are countless companies involved in this sector that moves millions around the world.

When faced with the task to research and report service quality within Marley’s Motors, no technique does a better job than the SERVQUAL model. The service quality gaps model compares a company’s service performance to the expectations of their customers. These expectations are broken down into five separate dimensions. These dimensions include reliability, assurance, tangibles, empathy, and responsiveness. The analysis that was performed for this report was based on the empathy dimension of the SERVQUAL model. Empathy is known as “the ability to understand and share the feelings of another”(Oxford Dictionaries). In the case of Marley’s, we used three attributes to measure how successfully Marley’s handled the empathy dimension. These attributes included friendliness of staff, the amount of attention received by customers, and how well the customers’ needs we met. These three attributes combine to comprise the overall satisfaction with empathy. This dimension then influences overall satisfaction with Marley’s service department.

The issue of justice or fairness is the greatest interest of mankind and every individual desire fair treatment at all times. Lerner, (2003) found that justice affects employees’ effectiveness because of the strong interpersonal relationship that result from fair treatment. The service quality of an organization like a hospital cannot be achieved where employees are dissatisfied and psychologically divorced from their supervisors and organizations. Wong and Sohal, (2003) sees customers’ perceived service quality as the same with the behavioral disposition of employee. The employees’ commitment to supervisors tends to result in their readiness to commit to the overall organizational. In essence, the level of commitment is capable of influencing the quality of service rendered by the employee. Agus, Barker and Kandampully, (2007) remarked that, behaviors that relate to the employees can impact on the quality of service rendered by the organization.

A regular SERVQUAL questionnaire was used for the study. Christensen (2011) in his study has concluded that the SERVQUAL questionnaire determines the difference between what the customer expects and what service is provided in reality. This research focused primarily on what the customers perceived about the quality of services being provided rather than their expectations. There were 3 questions; the first one evaluated the perception of the respondent in terms of the 5 dimensions. A 5 point scale was used for evaluation with 1 being the ‘Low’ and 5 being ‘High’.

In order for the service employee to deliver on the customer’s expectations, the company (or management) must provide the necessary resources to fulfill the duties of the job. The success of the firm is also supported by the internal customers, also known as employees, and the satisfaction of these employees can influence the service encounters with external customers (Gremler, Bitner & Evans, 1994). It is imperative that management of the company delivers to the expectations of the employees in order to fulfill business goals and objectives.