|
Services Marketing - Valarie A. Zeithaml
"Services Marketing, 6/e", is written for students and businesspeople who recognize the vital role that services play in the economy and its...... more
" Services Marketing, 6/e", is written for students and businesspeople who recognize the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries. In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers. ... less
|
|
Postage & Packaging: Free!
Availability : Usually dispatched within 24 hours...
|
amazon books
|
|
Services Management - Dr Jay Kandampully
For Services Management/Marketing or Marketing courses, particularly for undergraduate and graduate programs in Hospitality Management, Tourism...... more
For Services Management/Marketing or Marketing courses, particularly for undergraduate and graduate programs in Hospitality Management, Tourism Management, Leisure Management and Retail Management. This book addresses the hospitality industry from a services management perspective, offering the reader a series of management concepts - operations, marketing and human resources - all of which are capable of being effectively incorporated into all hospitality operations. The book's focus is on the ever-increasing demand of customers for service quality, as well as the other challenges facing hospitality establishments today - including intense competition, globalization, and technological innovation. This book stresses the point that in all services, including hospitality services, the human element (both employees and customers) is absolutely crucial - in selling services, hospitality enterprises are 'selling' personal relationships. Hospitality providers of all types will benefit from adopting the management philosophies and practices in this book - ones that have proven so effective in other service sectors. ... less
|
|
Postage & Packaging: Free!
Availability : Usually dispatched within 24 hours...
|
amazon books
|
|
Dangerous Customer Service - Impact Innovation
Dangerous Customer Service provides real help for real people in the real world. This book guides managers through the realities and...... more
Dangerous Customer Service provides real help for real people in the real world. This book guides managers through the realities and practicalities of great customer service. Dangerous Customer Service shows the reader how to cover the basics: what customers expect from a service and what they will take for granted and how to create the magic that transforms that service into an extra special personal experience. Exercises and real-life examples will help the reader to learn and develop essential customer services including loyalty, training your customer and services across cultures. ... less
|
|
Postage & Packaging: Free!
Availability : Usually dispatched within 24 hours...
|
amazon books
|
|
Best Practices in Customer Service - Zemke
Since originating the popular Knock Your Socks Off Service books several years ago, consultant and trainer Ron Zemke has justifiably been regarded as...... more
Since originating the popular Knock Your Socks Off Service books several years ago, consultant and trainer Ron Zemke has justifiably been regarded as an expert on the whys and hows of delivering top-drawer customer service. Now, teamed with quality-management specialist John A. Woods, he has combined 35 reflective yet pragmatic articles that clarify the connection between great customer service and superior organisational performance. Zemke first explains why such efforts are vital and then provides an assortment of cost-effective ways to implement a variety of service plans. He receives help from contributors such as Chip R. Bell on nurturing loyalty, Janelle M. Barlow and Dianna Maul on maintaining high standards during peak-demand periods, and Gary Connor on developing company-wide campaigns. This is a terrific resource for better understanding what consumers really want and how to create systems that will meet their demands. --Howard Rothman, Amazon.com ... less
|
|
Postage & Packaging: Free!
Availability : Usually dispatched within 24 hours...
|
amazon books
|
|
Customer Service - Kizzi G Nkwocha
Pages: 138, Paperback, CreateSpace Independent Publishing Platform
|
|
Postage & Packaging: Free!
Availability : Usually dispatched within 24 hours...
|
amazon books
|
|
Service Innovation: How to Go from Customer Needs to Breakthrough Services - Lance Bettencourt
Provides the framework to design services that unlock growth opportunities for every business. This book offers instructions on the finer points of how...... more
Provides the framework to design services that unlock growth opportunities for every business. This book offers instructions on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service. It also offers guidance on staying focused on the 'fuzzy front end' of service innovation. ... less
|
|
Postage & Packaging: Free!
Availability : Usually dispatched within 24 hours...
|
amazon books
|
|
Dear Customer Services: Letters from the World's Most Troublesome Shopper - Mr Terry Ravenscroft
Terry Ravenscroft is back, putting pen to paper once more, and this time he's taking on the major food and drink corporations. No one is safe as Terry targets...... more
Terry Ravenscroft is back, putting pen to paper once more, and this time he's taking on the major food and drink corporations. No one is safe as Terry targets companies from Kellogg's and Ryvita to Mars, Heinz and Cadbury with his irritating epistles. Terry tackles everything from quality and pricing to taste and advertising campaigns, quizzing companies like Ferrero about why it's impossible to 'feel the nuts' in Nutella spread 'despite going through it with a fine tooth comb'bining the author's trademark humor with a sly nod at the megalomania of global corporations, "Dear Customer Services" is a letters book with a difference, giving everyone who's ever had a reason to dislike the big companies a big laugh at their expense! ... less
|
|
Postage & Packaging: Free!
Availability : Usually dispatched within 24 hours...
|
amazon books
|
|
Gower Handbook of Customer Service - 0566076888
Pages: 648, Hardcover, Gower Publishing Ltd
|
|
Postage & Packaging: Free!
Availability : Usually dispatched within 24 hours...
|
amazon books
|
|
Services Marketing - International Edition - K. Hoffman
This new international edition of Services Marketing provides an up-to-date and comprehensive overview of the services marketing industry...... more
This new international edition of Services Marketing provides an up-to-date and comprehensive overview of the services marketing industry focusing strongly on customer satisfaction, service quality and customer service. Building on the seminal work of Hoffman and Bateson, the authors provide an excellent combination of real-world case studies and service marketing theory ideal for students and practitioners alike. ... less
|
|
Postage & Packaging: Free!
Availability : Usually dispatched within 24 hours...
|
amazon books
|
|
Exceptional Customer Service 2 E - Lisa Ford
In this new edition, the authors show management how to not merely give good service but how to exceed their customers' expectations. Treating...... more
In this new edition, the authors show management how to not merely give good service but how to exceed their customers' expectations. Treating customers well and gaining their satisfaction is not just important to business success - it's essential. Yet time after time, companies leave customer service out of their strategies. Today industries such as airlines and restaurants are feeling the blowback from inadequate attention to their customers' happiness. New to this edition includes a new foreword. It is substantially rewritten to take account of the new business climate in the country. It provides new and expanded examples of companies that provide Exceptional Customer Service. ... less
Books/Subjects/Business, Finance & Law/Sales & Marketing/Customer Services
|
|
Postage & Packaging: Free!
Availability : Usually dispatched within 24 hours...
|
amazon books
|
| 
![Fast (Parental Advisory) [PA] - Custom](http://uk-img2.ciao.com/iuk/images/products/small/381/fast_parental_advisory_pa_custom__8486381.jpg)
