The paper "Factors that Impact the Implementation of Service Excellence at the UAE Federal Government" is an outstanding example of a management research proposal. Modern-day governments are increasingly facing demands to provide good returns for the taxes that they collect from the citizen taxpayers. Service excellence is one such demand, which the taxpaying population expects governments to provide them with. Although lacking in a precise definition, this research proposal will use Goutheir, Giese, and Bartl’ s (2012) definition of service excellence. The three authors state that service excellence refers to the “ provision of excellent service quality through a management system, exceeding a customer’ s previous expectations, to result in not only customer satisfaction but also customer delight and therefore greater customer loyalty” (Gouthier et al.
2012, p. 448). From the foregoing definition, several things emerge; first, a management system needs to be in place for an organization or government entity to successfully provide excellent service quality – in other words, service excellence takes deliberate actions by the provider of services to provide the best possible service encounter; and second, service excellence goes beyond meeting customers’ expectations and making them satisfied, into making the customers delighted and loyal.
Arguably, service excellence is the epitome of superior service provision; it is a state that every service provider would like to be (especially because it develops delight and loyalty among customers), but which, most service providers have a hard time attaining. Despite the possible benefits of service excellence, it has been indicated that the ideal tactic of achieving the same remains uncertain (Gouthier et al. 2012). The uncertainty is deeper in government agencies because not much research has been done on the same.
In the proposed research, service excellence in the UAE will be investigated. The proposed research will seek to identify any hindrances to the attainment of service excellence in the United Arab Emirates, their impact on the quality of service, and the reasons why the factors have an impact on service quality. The UAE is made up of seven emirates which include Dubai, Abu Dhabi, Sharjah, Umm Al-Quwain, Ras al-Khaimah, Ajman and Fujairah.
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