Abstract
The study investigates the effect of determinants of super-measure management (SMM) such as service guarantee, customer relationship, strategic alignment and leadership on customer satisfaction and performance of the firm. Data are collected from a leading private hospital based on structured questionnaire. Results indicate that customer satisfaction is significantly related positively with service guarantee. The study also finds that strategic alignment and customer relationship are related positively with company performance. Other factors like leadership, strategic alignment and customer relationship do not have any effect on satisfaction of customer. Correspondingly, performance has no relationship with service guarantee and leadership. The research suggests that incorporating these dimensions may render the hospital with the potential to heighten customer satisfaction and performance.
| Original language | English |
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| Title of host publication | Conference Proceedings of the 5th Knowledge Globalization Conference, Boston, Massachusetts, October 15-16, 2011: Knowledge Sharing for Organizational Effectiveness |
| Publisher | Suffolk University and Knowledge Globalization Institute |
| Pages | 107-120 |
| Number of pages | 14 |
| ISBN (Print) | 9780979759338 |
| Publication status | Published - 2012 |
| Event | Knowledge Globalization Conference - Duration: 15 Oct 2011 → … |
Conference
| Conference | Knowledge Globalization Conference |
|---|---|
| Period | 15/10/11 → … |