Definition and management of service quality Essay

Definition and management of service quality - Essay Example According to the manager of the Chesthunt Hotel, service quality is based on the quality, customer satisfaction and identification of customer value as either important or very important or very important. Those companies that have high quality of services as well as goods had higher market share, higher return on investment and asset turnover than companies with perceived low quality.If consumers somehow become better customers -- that is, more knowledgeable, participative, or productive -- the quality of the service experience will likely be enhanced for the customer and the organization. Because it affects those factors, then it certainly affects customer satisfaction, the link of service quality with customer satisfaction, which is, the degree of fit between customer's expectations and perceptions of service.Based on the perception of the manager, customer criteria determine the definition of quality and the variables that affect perceptions of quality. They explained that variab les may change with circumstance, experience, and time. In addition, service providers may influence the variables that drive customer perception to service quality. The perception of the customers may also vary by circumstances, time, and experiences. He also explained that the total perceived value of a service comes from two sources. First, customers perceive value that originates from the service act itself; second, customers perceive value that originates from the quality of the service act. ... On the other hand, quality is much difficult to define as it depends on the perception of the consumer. Basically it is defined in terms of being transcendent, customer led, or value led. The provision of quality customer service is a multi-faceted concept as a number of factors must be met by the hotel in order to achieve it. To integrate quality in service provision, it is important that the hotel has the right skills, resources and values. As quality customer service is influenced by various factors, the involvement of both hotel management and the employees must be present; in the case of Chesthunt it has been made clear that training alone is not sufficient for service quality (Ghobadian,Speller and Jones, 1994,p. 43). The commitment, leadership and adaptability of the management towards change are also important for quality service. The values and skills of the employees on the other hand, must be prioritized as well. They must be given enough empowerment to contribute effectively towards customer satisfaction. The importance of quality in customer service has been recognized by Chesthunt hotel. The management of Chesthunt hotel have applied prioritized quality in customer services, resulting to positive business outcome. Customer satisfaction, loyalty, employee satisfaction and profit growth are some of the main advantages of this business practice. In order to cope with the present business challenges, Chesthunt hotel have implemented different strategies that will enhance their respective customer services. Consumer studies, trainings and application of information technology are some examples of the most commonly used strategies for customer services. Service delivery

Position of Women who Married Out of India from 1900-1980s Essay

Position of Women who Married Out of India from 1900-1980s - Essay Example [Carol Williams,1999]. There had been growing disparity in the well-being of people, especialy women between indigenous poulations and other populations. Overall, the disparity in well-being between the matched reserve/non-reserve pairs was very similar to the disparity between the complete set of reserves and other Canadian communities. This appears to suggest that no significant portion of the disparity between reserves and other communities can be attributed to either location or population size. Once gross geography was taken into account, however, we noticed that reserve communities nearer urban areas were more similar to their non-reserve matched community than reserves in more isolated parts of the country. With few notable exceptions, the disparities between reserves and their non-reserve community matches increased with geographic isolation. [ White & Maxim, 2007] The Indian Act ("An Act respecting Indians"), R.S., 1985, c. I-5, is a Canadian statute that concerns registered Indians (that is, First Nations peoples of Canada), their bands, and the system of Indian reserves. The Indian Act was enacted in 1876 by the Parliament of Canada under the provisions of Section 91(24) of the Constitution Act, 1867, which provides Canada's federal government exclusive authority to legislate in relation to "Indians and Lands Reserved for Indians". The Indian Act is administered by the Minister of Indian Affairs and Northern Development.[ Report of the Royal Commission on Aboriginal Peoples, page 25] In 1876, the Canadian Parliament amended the Indian Act to establish patrilineality as the criterion for determining Indian status and all commensurate rights of Indian people to participate in band government, have access to band services and programs, and live on the reserves. [Barker, Joanne, 2006]. According to this Act, a woman marrying a non-Indian would lose her Indian status and rights.Often, she was ostracised by her own family and society. However, on the insistence of Women's Rights and Human Rights Acitivsts, there were many amendments in the Indian Act from 1983 to 1985.These amendments partially reversed the 1876 criteria for obtaining Indian status. Male-dominated band councils and Indian organizations protested vehemently against the women and their allies. They were accused of being complicit with a long history of colonization and racism that imposed, often violently, non-Indian principles and institutions on Indian peoples. [Barker, Joanne, 2006]. gc.ca. Of the various amendments have been brought about in The Indian Act, the most noteworthy is Bill C-31. This particular amandment changed the registration system so that entitlement was no longer based on sexually discriminatory rules [DIAND, 1995 ].However, two categories of persons were excluded from registration under the C-31 provisions: women who gained status only through marriage to a status Indian, and later lost it (e.g. through re-marriage to a non-Indian); and children whose mother gained Indian status through marriage and whose father is non-Indian. Krosenbrink-Gelissen& Lilianne E have discussed the role of Native Women's Association of Canada (NWAC) at length. They look into the scope of the challenges that the Constitution and the Canadian Charter of Rights and Freedoms raise for