Ritically evaluate the strengths and limitations of using customer focused interactions as a basis to standardise and improve business operations.

Critically evaluate the strengths and limitations of using customer focused interactions as a basis to standardise and improve business operations.

max 2,500 words.


” Essay must be fully Harvard Reference and including a bibliography.

” Essay style must be easy to read, good structured.

” DO NOT USE WIKIPEDIA!!!!!

” MUST BE MASTER LEVEL ESSAY  CRITIC IS VERY IMPORTANT

” USE ONLY MY BOOKLIST SEE BELOW

” ESSAY MUST INCLUDE REFERENCES FROM ARTICLES AND JOURNALS ARTICLES AND JOURNALS MUST BE REFERENCED WITH THE FULL ACCESSABLE WEB ADRESS!!!

” ALL REFERENCES MUST BE ALWAYS ACCESABLE!!




Reference books:

I have got all books as PDF files I can send them to you as well.



Schneider, B and White, S. (2004) Service Quality: research perspectives. Sage. London.


Johnson, R. and Clark, C (2001) Service operations management. FT Prentice Hall. Harlow.


Kelemen, M (2003) managing quality; managerial and critical perspectives. Sage London.


Fitzsimmons, J. and Fitzsimmons, M. (2007) Service management: operations, strategy and information
technology. Irwin McGraw-Hill. Boston MA


Dale, B. (ed) (2003) Managing Quality 4th edition. Blackwell. Oxford.


Seddon, J (2002) I Want you to cheat! The unreasonable guide to service and quality in organisations. Vanguard. Buckingham


Johns, N. (1998) What is this a thing called service? European Journal of Marketing Vol 33, 9/10. pp958-973.


Gustafsson, A. and Ekdahl, F. (1999) Customer focused service development in practice. A case study at Scandanavian Airlines System (SAS). International journal of service industry management. Vol. 10. No.4. pp344-358.


Witkowski, T. and Wolfinbarger, M. (2002) Comparative service quality: German and American ratings across service settings. Journal of business research. 55. pp 875-881.


Snipes, R. Oswald, S. Latour, M and Armenakis, A (2005) the effects of specific job satisfaction facets on customer perceptions of service quality: an employee-level analysis. Journal of Business Research. 58. pp1330-1339


Palmer A (2005) Principles of Services Marketing. 4th Ed. London. McGraw-Hill.


Slack, N. Chambers, S. and Johnston, R. (2001) Operations Management. FT Prentice Hall. London.
Must be fully harvard referenced.