How Do Customers Judge Service Quality?

How Do Customers Judge Service Quality? There is intense, often bruising competition in the service sector for revenue and market share and the casual observer could be forgiven for thinking that purchasing decisions are made on the criteria of price alone. Looking closer, and being a whole lot more scientific about this, it becomes very …

What Is the Balanced Scorecard?

What Is the Balanced Scorecard? The Balanced Scorecard was developed in the early 1990s by Robert Kaplan and David Norton. The key problem that Kaplan and Norton identified in the business of the day was that many companies tended to manage their businesses based solely on financial measures. While that may have worked well in …

Pegasus Airlines – Loving Their Customers, Gaining The Benefits

Pegasus Airlines – delighting a new type of travelling customer. Until 1982 Turkish Airlines was the only airline company operating in Turkey and as such it had no domestic competitors. Following Government deregulation and opening up of the market 29 airlines were established with 22 of them (76%) declaring for bankruptcy within two years showing …