A01=Ralf Lisch
advanced sampling techniques
Air Hostesses
Author_Ralf Lisch
Business Processes
Category=GPS
Category=KJMQ
Category=KJMV2
Category=KJMV7
Category=KJS
Category=KJU
Common Language
consumer
consumer behaviour analysis
Cruise Operators
Cruise Passengers
Cruise Vessels
customer
Eleventh Hour
empirical data collection
empirical service quality measurement
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
Flesch Reading Ease Index
Gut Feelings
Inferential Generalizations
KPI
Latest Statistical Models
Life Jacket
Literary Digest
Log Linear Models
managerial decision support
Measuring Service Performance
Multivariate Statistical Models
Muster Station
NPS
organizations
practical
QS World University Ranking
quality
quantitative evaluation methods
research
results
Sampling Error
satisfaction
service sector analytics
Simple Random Sample
stiftung
Stiftung Warentest
Theoretical Relative Frequency
Vice Versa
warentest
Product details
- ISBN 9781032836966
- Weight: 400g
- Dimensions: 174 x 246mm
- Publication Date: 24 Jun 2024
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
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In service societies, the tertiary sector has long become the primary sector in terms of GDP and employment. Quality research and testing means better service, and success in the service industries demands quality. Nonetheless, complaints about insufficient, inconsistent or bad service abound. Quality decides on success and failure. Where so much is at stake, management decisions call for systematic research and consumers look for relevant results that provide guidance in complex markets. Research into quality and customer satisfaction gets to the core of a business. However, many so-called studies hardly meet essential criteria of empirical research and deliver artefacts rather than facts. This book puts an end to common misconceptions of quality studies. Measuring Service Performance is an appeal for an approach to quality research that meets quality criteria itself. It is a compelling argument against widespread but rather dubious dealings with measurement, data and statistics. Ralf Lisch calls for a reconsideration of the research process, focussing on content instead of method and adding meaning to results. Because service excellence deserves research excellence. Written in a practical, accessible style, the book offers practitioners as well as market researchers, MBA students and others involved in the service sector a critical analysis and discussion of the essentials of 'Practical Research for Better Quality'.
Dr Ralf Lisch is an independent consultant and writer based in Singapore. He studied sociology and social research at universities in Germany and the United States. The author knows the service industry from multiple perspectives - as academic researcher, director of a leading consumer organization and managing director of service companies. Several of his research projects and comparative tests of service quality were much acclaimed and gained high public attention. As a critical sociologist, his major focus is always on people - because in the service sector, people determine the business and decide on success and failure. Ralf Lisch has published numerous books and articles on management and empirical research topics. His most recent publication was an analysis of Niccolò Machiavelli's �€�The Prince�€� from a management perspective under the title: �€�Ancient Wisdom for Modern Management - Machiavelli at 500�€�, which is also published by Gower Publishing.
