Table of contents

Chapter Title Page

Title Page i

Acknowledgement ii

Abstract iii

List of tables iv

List of figures v

Table of contents vi

Chapter 1 Introduction 1

1.1 Background 1

1.2 Rationale of the research study 2

1.3 Problem statement 2

1.4 Objectives 2

1.5 Scope of research 2

1.6 Limitation 3

1.7 Presentation of the research report 3

Chapter 2 Research methodology 4

2.1 Research framework 4

2.2 Conceptual framework of the research 5

2.3 Data collection methodology 6

2.4 Survey framework (for outsiders) 7

2.5 Survey framework (for insiders) 8

2.6 Limitation of methodology 9

Chapter 3 Literature review. 10

3.1 Introduction 10

3.2 Service in the manufacturing firm: current practice 10

3.3 Service as a determining factor in competitive intensity. 11

3.4 Elements of a service-based competitive strategy 11

3.5 Measuring service quality 12

3.6 Service quality measuring model: 12

Chapter 4 Profile of floor tiles and slabs company no 1 15

4.1 Introduction 15

4.2 Vision and goal 17

4.3 Product 17

4.4 Service 17

4.5 Organization structure 18

4.6 Customers 18

4.7 Competitors 18

4.8 Achievement 21

4.9 Concept of customer service in ftsc. 21

4.10 Service delivery process 22

Chapter 5 FTSC management board’ s view and employees’ perception on service 29

5.1 View of management about the role of customer service 29

5.2 Employees’ perception 31

5.3 Comparing between views 33

Chapter 6 Attributes of a high quality customer service 35

6.1 Common quality attributes 36

6.2 Attributes for showroom and customer’s business support actives. 36

6.3 Attributes of ordering process. 37

6.4 Attributes of delivery process. 38

6.5 Attributes of problem solving process. 39

Chapter 7 Expectation and perception of customer. 40

7.1 Common attributes. 40

7.2 Attributes of showroom. 42

7.3 Attributes of business support activities. 43

7.4 Attributes of ordering process. 45

7.5 Attributes of delivery process. 47

7.6 Attributes of problem solving process. 48

7.7 Summary 50

Chapter 8 Developing strategy 52

8.1 Service strategy 52

8.2 Detailed plan 57

8.3 Practical action plan 60

Chapter 9 Conclusions and implications 64

9.1 Conclusion 64

9.2 Implication 64

9.3 Future research 65

Reference 66

Appendix A 67

Appendix B 73

Appendix C 83

Appendix D 84

Appendix E 85

Appendix F 8