Research Insight

Hosted by Tim Moruzzi, Programme Director, Ulster University with Bernie Best, PhD student this session will explore service quality in the wider customer contact environment.  Providing examples of research undertaken as part of Bernie’s PhD studies it will show the positive benefits of adopting a service quality approach and how a positive correlation to organisational financial performance is achieved as well as having customers advocate the service and transmit positive recommendations to others. 
The session will show examples for Bernie’s work in the third sector to provide important and emerging insight on how service quality is perceived and differentiated by definition, dimensions, levels and context across multiple stakeholders. 
It will inform leaders about how they can develop strategies to enhance the acquisition and allocation of both human and financial resource.