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Full-Text Articles in Business
An Immigrant's Gift: The Life Of Quality Pioneer, Joseph M. Juran - Transcript, Dr. Joseph M. Juran Collection
An Immigrant's Gift: The Life Of Quality Pioneer, Joseph M. Juran - Transcript, Dr. Joseph M. Juran Collection
'An Immigrant's Gift': Interviews about the Life and Impact of Dr. Joseph M. Juran
In the latter decades of the 20th Century, there occurred a silent revolution that swept across nations and effected all the peoples of the earth. This quality revolution began in the mind of a humble immigrant to the United States, Joseph M. Juran. His contributions to industry are heralded around the world, and yet his life story has remained unknown until now. An Immigrant's Gift is a compelling and inspirational portrait of a brilliant mind and a great humanist, who, in an unassuming way, had a profound impact on the international business community and our everyday lives.
Service Quality & The Congruence Of Employee Perceptions & Customer Expectations: The Case Of An Electric Utility, Todd A. Finkle, Allen Klose
Service Quality & The Congruence Of Employee Perceptions & Customer Expectations: The Case Of An Electric Utility, Todd A. Finkle, Allen Klose
Todd A Finkle
Understanding how the quality of customer service is impacted by employees is essential to managing and improving customer service quality. This article develops a model that looks at the relationship between a series of two important customer service gaps. The first series of gaps (service provider gaps) is a result of the difference between consumers' and employees' expectations based on various dimensions of the customer service encounter. The second series of gaps (service quality gaps) occur when a difference exists between consumer expectations and the service they actually receive based on specific aspects of the customer service encounter. This study …