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کتابخانه الکترونیکی یکی از سرویسهای ویژه پایگاه اطلاع رسانی صنعت است که در آن بیش از 2000 عنوان کتاب، مقاله و پایان نامه در موضوعات مختلف مدیریت و مهندسی صنایع قرار گرفته است و کاربران می توانند از این طریق جدیدترین کتابها و مقالات عملی را دانلود نمایند، همچنین فایل کلیه مقالات منتشر شده بر روی سایت پایگاه اطلاع رسانی صنعت نیز از طریق کتابخانه در دسترس است. برای دسترسی به کتابخانه لازم است عضویت ویژه پایگاه اطلاع رسانی صنعت را تهیه کرده باشد. (جدول عضویت ویژه+خرید آنلاین)


کتابخانه الکترونیکی - مقالات علمی و پایان نامه ها

کتابخانهمدیریت استراتژیکمقالات علمی و پایان نامه ها

دوره دیجیتال مارکتینگ

کتابخانه الکترونیکی
صفحه اصلی کتابخانه جستجو در کتابخانه بالا

بخش: مقالات علمی و پایان نامه ها

صفحه 1 از 3

فایلها:

Malaysia Airlines’ Corporate Vision and Service Quality Strategy

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زبان  English سیستم  PDF Filesize 25.75 KB

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The service quality improvement strategy Identifying priorities for change

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زبان  English سیستم  PDF Filesize 51.57 KB

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EFQM ارزيابي عملكرد بيمارستان شهيد رجايي قزوين بر اساس الگوي تعالي سازماني

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زبان  فارسی سیستم  PDF Filesize 256.62 KB

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The role of management accounting in the development of a manufacturing strategy

The primary role of management accountants in manufacturing organizations is to provide a financial analysis of management decisions and activities. As such, the reports generated by the management accounting system are to be used by organizations internally. In essence, management accountants prepare the report card by which operations managers are evaluated. One recent criticism of many management accounting systems is that they are too closely connected to the financial accounting system.

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زبان  English سیستم  PDF Filesize 60.69 KB

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An exploration of e-satisfacton in B2B2C website in the e-tourism strategic alliance network

Author/Creator
Liew, Mook Lam
Institution
University of Newcastle. Faculty of Business and Law, Newcastle Business School
Description
Professional Doctorate - Doctorate of Business Administration (DBA)
Description
E-service is the integration of technologies, procedures, tools, business processes, policies and users’ efforts to involve both unassisted and assisted internet customer services and the associated networks. In leveraging e-services, many e-service providers have successfully created new revenue opportunities with lowered costs, higher customer satisfaction and generated a promising database of new customers. However, the efficiencies and success of e-service greatly depends on its associated service quality and the perceived level of customers’ satisfaction when they interact with these systems. Currently, there is limited empirical research on e-services quality and e-satisfaction. This thesis is aimed to investigate the factors of e-service quality in the content to e-tourism industry and their potential effects on e-satisfaction, e-retention and e-loyalty of the e-customers. Electronic Service Quality (e-SQ) has always been a popular and developing research field because of its strategic importance in obtaining customers in the e-market space. It is known that e-customer behaviour is in fact very different from that of the offline physical world. Hence, it is very essential for e-service providers to understand and meet e-customers’ satisfaction. With respect to research in the area of e-Service Quality in e-tourism, not much work has been done and therefore there is need for further empirical study. With growing role of e-tourism website for their customer and service provider interaction, e-tourism service providers are realising the need to use a website as an important strategy to attract e-customers. Although e-services are effective in reaching more customers at a relative low cost but user frequently find them impersonal. Thus, it is very necessary for e-service providers to ensure that customers are satisfied with the e-service quality pertaining to the particular website, as this will positively impact e-loyalty and e-retention towards the website. This research employ quantitative paradigm to tackle the various research problems such as: The factors that have an impact on tourism website e-service quality; The effect of e-service quality factors on customers’ satisfaction; The effect of customers’ satisfaction on retention and loyalty of e-tourism customers. Research data is collected via web-based survey from Malaysian public and were analysed using the multivariate data analysis techniques. The study identified six dimensions of e-SQ in tourism websites, namely easy use, reliability, design, assurance, responsiveness and customisation. The results indicated that two e-SQ factors of easy use and customisation significantly affect e-satisfaction and e-satisfaction significantly influences e-retention and e-loyalty. Analysis also indicates that the customer demographics significantly affect their perceptions of e-SQ dimensions and e-satisfaction. The contribution of the study lies in identifying the e-service quality of e-tourism websites, and the factors affecting e-customers’ satisfaction, retention and loyalty. This research contributes theoretically to e-satisfaction in the e-tourism environment. Since e-satisfaction positively influence e-loyalty and e-retention, e-service provider’s website that intends to foster long-term customer loyalty, must ensure that their websites to provide the e-customers with great value. Such e-service providers must also ensure that all the associated marketing activities and practices are geared and customers consistently perceive great quality and added services. The proposed model in this study suggests that these expectations can be based on the e-SQ dimensions which act on satisfaction level. Understanding of e-service quality components has the following managerial implications. First, the easy use dimension shows us the need to develop user-friendly websites which ease consumer purchasing and searching, thus creating a suitable framework for the generation of higher satisfaction and loyalty levels. Second, the customisation dimension suggests that the website manager should enhance service loyalty, customer sensitivity, personalised service and a quick response to complaints.
Date 2011
Keyword(s)
e-satisfaction;  e-tourism;  website service;  customer experience;  e-service
Resource Type thesis
Language eng

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زبان  English سیستم  PDF Filesize 1.11 MB

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Value challenge in supply chain management

W.K poon

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زبان  English سیستم  PDF Filesize 371.29 KB

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The value chain:the original breakthrough

By Kippenberger

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زبان  English سیستم  PDF Filesize 529.36 KB

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The joytoy company:A teaching case on the importance of effectively managing the value chain

By Lynne Patten

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زبان  English سیستم  PDF Filesize 206.59 KB

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The general principles of value chain management

By Tom McGuffog,Nick Wadsley

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زبان  English سیستم  PDF Filesize 301.95 KB

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Power,value and supply chain management

By Andrew Cox

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زبان  English سیستم  PDF Filesize 280.77 KB

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بخشهای کتابخانه

کلیه حقوق این پورتال متعلق به پایگاه اطلاع رسانی صنعت است و استفاده از مطالب آن بدون اطلاع مدیران و هماهنگی با آنها ممنوع است

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