Modern
Service
Quality
Dr. Kusuma Ratnawati, SE., MM
The process of managing the quality of services delivered to a customer
according to his expectations is called Service Quality
Achieving Service Quality
Unconditional Service Guarantee:
Management View
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Focuses on customer (British Airways)
Sets clear standards (FedEx)
Guarantees feedback (Manpower)
Promotes an understanding of the service delivery system (Bug Killer)
Builds customer loyalty by making expectations explivits
Achieving Service Quality
Unconditional Service Guarantee:
Customer View
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Unconditional (L.L. Bean)
Easy to understand and communicate (Bennigan’s)
Meaningful (Domino’s Pizza)
Easy to invoke (Cititravel)
Easy to collect (Bennigan’s and Domino’s)
Management
Thought
Dr. Kusuma Ratnawati, SE., MM
Management thought has evolved over
the centuries and can be classified as
follows:
1. Classical School
2. Behavioural School
3. Quantitative School
4. Systems School
5. Contingency School
Importance Of Development Of Management Thought
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It increase the efficiency of workers
Making good relation
It helps in decision making
It helps in coordination
Insider Ownership, Market
Based View (MBV) VS
Resource Base View (RBV)
Dr. Kusuma Ratnawati, SE., MM
Insider Ownership
• calculated as the total number of
shares
owned
by
insiders
(shareholders who own more than
5% of the corporation or an officer or
director of the company) divided by
the total Shares Outstanding
Here are the 16 S&P 500 stocks with the highest insider ownership
percentages, according to Finviz.
1.
2.
3.
4.
5.
6.
7.
8.
Wells Fargo & Co WFC, 77.8% ownership.
Loews Corporation L, 69.6% ownership.
Metlife Inc MET 0.1%, 61.8% ownership.
Rollins, Inc. ROL, 57.0% ownership.
Hormel Foods Corp HRL, 48.2% ownership.
News Corp Class B NWS, 39.4% ownership.
Urban Outfitters, Inc. URBN, 37.7% ownership.
Fox Corp Class B FOX, 35.3% ownership.
9.
10.
11.
12.
13.
14.
15.
16.
Oracle Corporation ORCL 0.1%, 34.8% ownership.
Charter Communications Inc CHTR, 28.0% ownership.
Morgan Stanley MS, 23.6% ownership.
Regeneron Pharmaceuticals Inc REGN, 19.4%
ownership.
Kellogg Company K 0.18%, 18.6% ownership.
Walgreens Boots Alliance Inc WBA, 16.1% ownership.
Under Armour Inc Class C UA, 15.5% ownership.
IPG Photonics Corporation IPGP, 14.8% ownership.
The Resource-based View of the Firm
Resource based View
Market based View
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Firm as a unit in a market
Distinct position in marke t underpins
competitive advantage
Detailed knowledge of market and
competitive conditions critical
Strategy based competitive analysis
and appropriate value creation
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Firm as a bundle of resources and
capabilities
Distinct resources and capabilities
underpin competitive advantage
Specific
combination
and
coordination of resoutces critical
Strategy based on skilled diagnosis
and creative solutions