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Retaining Customers: Customer Value, Satisfaction, and Service Quality

Grahame R. Dowling

in The Art and Science of Marketing: Marketing for Marketing Managers

Published in print:
2004
Published Online:
October 2011
ISBN:
9780199269617
eISBN:
9780191699429
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199269617.003.0010
Subject:
Business and Management, Marketing

This chapter focuses on programmes to increase the likelihood that a customer will continue to buy the organization's products and services, to develop customer loyalty, or reduce customer churn. The ... More


Creating a Horizontal Necessity Test for Services

Panagiotis Delimatsis

in International Trade in Services and Domestic Regulations: Necessity, Transparency, and Regulatory Diversity

Published in print:
2007
Published Online:
January 2009
ISBN:
9780199533152
eISBN:
9780191714528
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199533152.003.0005
Subject:
Law, Public International Law

This chapter deals with the current negotiations under Article VI:4 GATS, which have mainly focused on the establishment of a necessity test for all services sectors; that is, the obligation to ... More


Business Strategies and their Effects

Mark Casson

in The World's First Railway System: Enterprise, Competition, and Regulation on the Railway Network in Victorian Britain

Published in print:
2009
Published Online:
September 2009
ISBN:
9780199213979
eISBN:
9780191707469
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199213979.003.0007
Subject:
Business and Management, Business History, Organization Studies

To obtain an Act of Parliament, the promoters of a railway had to demonstrate social benefits in order to justify their powers of compulsory purchase of land. Promoters therefore formed provisional ... More


Managing and Measuring Customer Service Quality in Islamic Banks: A Study of the Kuwait Finance House

Abdulqawi Radman, Mohammed Othman, and H. Lynn Owen

in Islamic Perspectives on Wealth Creation

Published in print:
2005
Published Online:
March 2012
ISBN:
9780748621002
eISBN:
9780748653096
Item type:
chapter
Publisher:
Edinburgh University Press
DOI:
10.3366/edinburgh/9780748621002.003.0005
Subject:
Society and Culture, Middle Eastern Studies

This chapter provides alternative measures of service quality (SQ) proposed in the literature, examining their performance in the Islamic banking industry using the Kuwait Finance House (KFH) as a ... More


Conclusions: Politics for the cultivation and mobilization of human capabilities

Reijo Miettinen

in Innovation, Human Capabilities, and Democracy: Towards an Enabling Welfare State

Published in print:
2013
Published Online:
January 2013
ISBN:
9780199692613
eISBN:
9780191750762
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199692613.003.0009
Subject:
Business and Management, Innovation, Political Economy

Chapter 9 presents the conclusions of the book in the form of policy recommendations for an enabling policy. Family policy, day care, basic, and secondary education are areas where much can be done ... More


Policy Context

Peter Vincent-Jones

in The New Public Contracting: Regulation, Responsiveness, Relationality

Published in print:
2006
Published Online:
March 2012
ISBN:
9780199291274
eISBN:
9780191700606
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199291274.003.0002
Subject:
Law, Constitutional and Administrative Law

This chapter begins with a brief account of the key public sector reforms, tracing the genealogy of the New Public Contracting from the early 1980s through to the present day. It explores the ... More


Islamic Perspectives on Wealth Creation

Munawar Iqbal and Rodney Wilson

Published in print:
2005
Published Online:
March 2012
ISBN:
9780748621002
eISBN:
9780748653096
Item type:
book
Publisher:
Edinburgh University Press
DOI:
10.3366/edinburgh/9780748621002.001.0001
Subject:
Society and Culture, Middle Eastern Studies

Debt finance involving interest payments – the standard method in the global economy – goes against Qur'anic teaching and Shariah law. Wealth creation is therefore one of the greatest challenges ... More


Sexual and Reproductive Health: Current Status and Future Needs

Shireen J. Jejeebhoy and K.G. Santhya

in Population and Reproductive Health in India: An Assessment of the Current Situation and Future Needs

Published in print:
2014
Published Online:
April 2014
ISBN:
9780198096238
eISBN:
9780199082940
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198096238.003.0003
Subject:
Sociology, Health, Illness, and Medicine

This chapter reviews key programmes related to sexual and reproductive health, describes the current SRH situation, and highlights remaining challenges. Although strides have been made, goals remain ... More


On Public Health Care Finances

Yue Chim Richard Wong

in Diversity and Occasional Anarchy: On Deep Economic and Social Contradictions in Hong Kong

Published in print:
2013
Published Online:
January 2014
ISBN:
9789888139446
eISBN:
9789888180349
Item type:
chapter
Publisher:
Hong Kong University Press
DOI:
10.5790/hongkong/9789888139446.003.0017
Subject:
Society and Culture, Asian Studies

This chapter discusses the cost of financing public health care in Hong Kong, assuming that the present health care system remains largely unchanged. A number of simple projections regarding the ... More


Market Concentration, Efficiency, and Quality in the Japanese Home Help Industry

Yanfei Zhou and Wataru Suzuki

in Health Care Issues in the United States and Japan

Published in print:
2006
Published Online:
February 2013
ISBN:
9780226902920
eISBN:
9780226903248
Item type:
chapter
Publisher:
University of Chicago Press
DOI:
10.7208/chicago/9780226903248.003.0007
Subject:
Economics and Finance, Public and Welfare

This chapter addresses the influence of market concentration on the quality and cost of home help services in Japan. It employs cross-sectional data to examine the effect of market concentration on ... More


Managing Service: Training and the Production of Ambience

Karla A. Erickson

in The Hungry Cowboy: Service and Community in a Neighborhood Restaurant

Published in print:
2009
Published Online:
March 2014
ISBN:
9781604732061
eISBN:
9781604733464
Item type:
chapter
Publisher:
University Press of Mississippi
DOI:
10.14325/mississippi/9781604732061.003.0004
Subject:
Sociology, Occupations, Professions, and Work

This chapter addresses the question of how the social interactions necessary to food service in restaurants can be trained and managed. Interviews were conducted with managers from eight restaurants ... More


Treatment systems for drug users

Thomas F. Babor, Jonathan Caulkins, Benedikt Fischer, David Foxcroft, Keith Humphreys, María Elena Medina-Mora, Isidore Obot, Jürgen Rehm, Peter Reuter, Robin Room, Ingeborg Rossow, and John Strang

in Drug Policy and the Public Good

Published in print:
2018
Published Online:
August 2018
ISBN:
9780198818014
eISBN:
9780191859410
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/oso/9780198818014.003.0015
Subject:
Public Health and Epidemiology, Public Health, Epidemiology

Policies affecting the type, amount, and organization of health and social services play an important role in the overall effectiveness of a service system. Countries differ markedly in their service ... More


Adolescents and Youth in India: Challenges and Opportunities

K.G. Santhya and Shireen J. Jejeebhoy

in Population and Reproductive Health in India: An Assessment of the Current Situation and Future Needs

Published in print:
2014
Published Online:
April 2014
ISBN:
9780198096238
eISBN:
9780199082940
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198096238.003.0004
Subject:
Sociology, Health, Illness, and Medicine

This chapter reviews programmes related to the sexual and reproductive health of young people,and assesses the extent to which their needs have been met. It highlights that access to quality ... More


Urban regeneration: who defines the indicators?

Peter Ambrose

in The politics of evaluation: Participation and policy implementation

Published in print:
2005
Published Online:
March 2012
ISBN:
9781861346063
eISBN:
9781447303954
Item type:
chapter
Publisher:
Policy Press
DOI:
10.1332/policypress/9781861346063.003.0003
Subject:
Sociology, Social Research and Statistics

This chapter discusses the study with the East Brighton community to identify numerous other indicators suggestive of areas of concern untouched by the national framework. It suggests an alternative ... More


Experiences in the Zimbabwe Hotel Industry during Hyperinflation

Miriam Mugwati, Doreen Nkala, and Eukeria Mashiri

in Economic Management in a Hyperinflationary Environment: The Political Economy of Zimbabwe, 1980–2008

Published in print:
2016
Published Online:
March 2016
ISBN:
9780198747505
eISBN:
9780191810442
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198747505.003.0005
Subject:
Economics and Finance, Development, Growth, and Environmental, Macro- and Monetary Economics

This chapter discusses the challenges faced by Zimbabwe’s hotels during the inflationary period (1997–2008) and the effects on the recovery of the sector. It provides empirical evidence on sector ... More


Applications of Reputation-Based Governance

in Reputation-Based Governance

Published in print:
2011
Published Online:
June 2013
ISBN:
9780804773294
eISBN:
9780804777438
Item type:
chapter
Publisher:
Stanford University Press
DOI:
10.11126/stanford/9780804773294.003.0008
Subject:
Political Science, Political Economy

This chapter describes a concrete example of reputation-based governance of public procurement of public works. The public procurement case leads to a discussion of the combined use of traditional ... More


The Marketization of Employment Services: The Dilemmas of Europe's Work-first Welfare States

Ian Greer, Karen N. Breidahl, Matthias Knuth, and Flemming Larsen

Published in print:
2017
Published Online:
August 2017
ISBN:
9780198785446
eISBN:
9780191827365
Item type:
book
Publisher:
Oxford University Press
DOI:
10.1093/oso/9780198785446.001.0001
Subject:
Business and Management, Organization Studies, HRM / IR

This book examines the marketization of employment services and its consequences in Denmark, Great Britain, and Germany. What concretely does marketization mean in practice? What are its effects on ... More


Implementing Price Controls

Robert Baldwin, Martin Cave, and Martin Lodge

in Understanding Regulation: Theory, Strategy, and Practice

Published in print:
2011
Published Online:
April 2015
ISBN:
9780199576081
eISBN:
9780191806698
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:osobl/9780199576081.003.0025
Subject:
Business and Management, Political Economy

This chapter focuses on price regulation and how its twin objectives — to protect consumers from exploitation and to provide investors with the confidence to maintain and develop the infrastructure ... More


Modernization, Privatization, and the Public Service Ethos in the United Kingdom

Maria Koumenta

in Employment in the Lean Years: Policy and Prospects for the Next Decade

Published in print:
2011
Published Online:
April 2015
ISBN:
9780199605439
eISBN:
9780191806803
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:osobl/9780199605439.003.0014
Subject:
Business and Management, Political Economy

This chapter examines whether there is a public service ‘ethos’ that contributes to the quality of public services. It looks at recent attempts to change its orientation to become more ... More


New Cellular Networks in Malawi: Correlates of Service Rollout and Network Performance

Dimitris Batzilis, Taryn Dinkelman, Emily Oster, Rebecca Thornton, and Deric Zanera

in African Successes, Volume III: Modernization and Development

Published in print:
2016
Published Online:
May 2017
ISBN:
9780226315720
eISBN:
9780226315867
Item type:
chapter
Publisher:
University of Chicago Press
DOI:
10.7208/chicago/9780226315867.003.0006
Subject:
Economics and Finance, Development, Growth, and Environmental

Cellular technologies have become increasingly important in the developing world; infrastructure for mobile networks has expanded dramatically over the past two decades giving access to remote areas ... More


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