Ebk Services Marketing Integrating Customer Service Across The Firm 4e
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| Author | : Alan Wilson |
| Publisher | : McGraw Hill |
| Total Pages | : 539 |
| Release | : 2020-10-07 |
| Genre | : Business & Economics |
| ISBN | : 1526847817 |
Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
| Author | : Desiderio J. García-Almeida |
| Publisher | : Springer Nature |
| Total Pages | : 230 |
| Release | : |
| Genre | : |
| ISBN | : 3031612493 |
| Author | : WILSON |
| Publisher | : |
| Total Pages | : |
| Release | : 2020-10 |
| Genre | : |
| ISBN | : 9781526847805 |
| Author | : Valarie A. Zeithaml |
| Publisher | : McGraw-Hill |
| Total Pages | : 700 |
| Release | : 1996 |
| Genre | : Business & Economics |
| ISBN | : 9780071148818 |
| Author | : Alexander Osterwalder |
| Publisher | : John Wiley & Sons |
| Total Pages | : 323 |
| Release | : 2015-01-28 |
| Genre | : Business & Economics |
| ISBN | : 1118968077 |
The authors of the international bestseller Business Model Generation explain how to create value propositions customers can’t resist Value Proposition Design helps you tackle the core challenge of every business — creating compelling products and services customers want to buy. This highly practical book, paired with its online companion, will teach you the processes and tools you need to create products that sell. Using the same stunning visual format as the authors’ global bestseller, Business Model Generation, this sequel explains how to use the “Value Proposition Canvas” to design, test, create, and manage products and services customers actually want. Value Proposition Design is for anyone who has been frustrated by new product meetings based on hunches and intuitions; it’s for anyone who has watched an expensive new product launch fail in the market. The book will help you understand the patterns of great value propositions, get closer to customers, and avoid wasting time with ideas that won’t work. You’ll learn the simple process of designing and testing value propositions, that perfectly match customers’ needs and desires. In addition the book gives you exclusive access to an online companion on Strategyzer.com. You will be able to assess your work, learn from peers, and download pdfs, checklists, and more. Value Proposition Design is an essential companion to the ”Business Model Canvas” from Business Model Generation, a tool embraced globally by startups and large corporations such as MasterCard, 3M, Coca Cola, GE, Fujitsu, LEGO, Colgate-Palmolive, and many more. Value Proposition Design gives you a proven methodology for success, with value propositions that sell, embedded in profitable business models."
| Author | : Alan Cooper |
| Publisher | : John Wiley & Sons |
| Total Pages | : 724 |
| Release | : 2014-09-02 |
| Genre | : Computers |
| ISBN | : 1118766571 |
The essential interaction design guide, fully revised and updated for the mobile age About Face: The Essentials of Interaction Design, Fourth Edition is the latest update to the book that shaped and evolved the landscape of interaction design. This comprehensive guide takes the worldwide shift to smartphones and tablets into account. New information includes discussions on mobile apps, touch interfaces, screen size considerations, and more. The new full-color interior and unique layout better illustrate modern design concepts. The interaction design profession is blooming with the success of design-intensive companies, priming customers to expect "design" as a critical ingredient of marketplace success. Consumers have little tolerance for websites, apps, and devices that don't live up to their expectations, and the responding shift in business philosophy has become widespread. About Face is the book that brought interaction design out of the research labs and into the everyday lexicon, and the updated Fourth Edition continues to lead the way with ideas and methods relevant to today's design practitioners and developers. Updated information includes: Contemporary interface, interaction, and product design methods Design for mobile platforms and consumer electronics State-of-the-art interface recommendations and up-to-date examples Updated Goal-Directed Design methodology Designers and developers looking to remain relevant through the current shift in consumer technology habits will find About Face to be a comprehensive, essential resource.
| Author | : Erdogan Koc |
| Publisher | : Routledge |
| Total Pages | : 361 |
| Release | : 2020-09-03 |
| Genre | : Business & Economics |
| ISBN | : 1000172066 |
Cross-Cultural Aspects of Tourism and Hospitality is the first textbook to offer students, lecturers, researchers and practitioners a comprehensive guide to the influence of culture on service providers as well as on customers, affecting both the supply and the demand sides of the industry – organisational behaviour, and human resource management, and marketing and consumer behaviour. Given the need for delivering superior customer value, understanding different cultures from both demand and supply sides of tourism and hospitality and the impact of culture on these international industries is an essential part of all students’ and practitioners’ learning and development. This book takes a research-based approach critically reviewing seminal cultural theories and evaluating how these influence employee and customer behaviour in service encounters, marketing, and management processes and activities. Individual chapters cover a diverse range of cultural aspects including intercultural competence and intercultural sensitivity, uncertainty and risk avoidance, context in communication, power distance, indulgence and restraint, time orientation, gender, assertiveness, individualism and collectivism, performance orientation, and humane orientation. This book integrates international case studies throughout to show the application of theory, includes self-test questions, activities, further reading, and a set of PowerPoint slides to accompany each chapter. This will be essential reading for all students, lecturers, researchers and practitioners and future managers in the fields of Tourism and Hospitality.
| Author | : Dave Evans |
| Publisher | : John Wiley & Sons |
| Total Pages | : 401 |
| Release | : 2010-09-16 |
| Genre | : Business & Economics |
| ISBN | : 0470944218 |
How to implement social technology in business, spur collaborative innovation and drive winning programs to improve products, services, and long-term profits and growth. The road to social media marketing is now well paved: A July 2009 Anderson Analytics study found 60% of the Internet population uses social networks and social media sites such as Facebook, MySpace, and Twitter. Collaboration and innovation, driven by social technology, are “what’s next.” Written by the author of the bestselling Social Media Marketing: An Hour a Day in collaboration with Jake McKee, Social Media Marketing: The Next Generation of Business Engagement takes marketers, product managers, small business owners, senior executives and organizational leaders on to the next step in social technology and its application in business. In particular, this book explains how to successfully implement a variety tools, how to ensure higher levels of customer engagement, and how to build on the lessons learned and information gleaned from first-generation social media marketing efforts and to carry this across your organization. This book: Details how to develop, implement, monitor and measure successful social media activities, and how to successfully act on feedback from the social web Discusses conversation-monitoring tools and platforms to accelerate the business innovation cycle along with the metrics required to prove the success of social technology adoption Connects the social dots more deeply across the entire organization, moving beyond marketing and into product development, customer service and customer-driven innovation, and the benefits of encouraging employee collaboration. Social media has become a central component of marketing: Collaborative, social technology is now moving across the organization, into business functions ranging from HR and legal to product management and the supply chain. Social Media Marketing: The Next Generation of Business Engagement is the perfect book for marketers, business unit managers and owners, HR professionals and anyone else looking to better understand how to use social technologies and platforms to build loyalty in customers, employees, partners and suppliers to drive long term growth and profits.
| Author | : Henry Etzkowitz |
| Publisher | : Routledge |
| Total Pages | : 299 |
| Release | : 2008-02-05 |
| Genre | : Business & Economics |
| ISBN | : 1135925275 |
A Triple Helix of university-industry-government interactions is the key to innovation in increasingly knowledge-based societies. As the creation, dissemination, and utilization of knowledge moves from the periphery to the center of industrial production and governance, the concept of innovation, in product and process, is itself being transformed. In its place is a new sense of 'innovation in innovation' - the restructuring and enhancement of the organizational arrangements and incentives that foster innovation. This triple helix intersection of relatively independent institutional spheres generates hybrid organizations such as technology transfer offices in universities, firms, and government research labs and business and financial support institutions such as angel networks and venture capital for new technology-based firms that are increasingly developing around the world. The Triple Helix describes this new innovation model and assists students, researchers, and policymakers in addressing such questions as: How do we enhance the role of universities in regional economic and social development? How can governments, at all levels, encourage citizens to take an active role in promoting innovation in innovation and, conversely, how can citizens so encourage their governments? How can firms collaborate with each other and with universities and government to become more innovative? What are the key elements and challenges to reaching these goals?
| Author | : Dave Mitchell |
| Publisher | : John Wiley & Sons |
| Total Pages | : 215 |
| Release | : 2013-12-16 |
| Genre | : Business & Economics |
| ISBN | : 1118726839 |
How to build lasting connections through meaningful communication Developing successful relationships is critical to our success in both our personal and professional lives. The Power of Understanding People shows you how to establish and develop extremely effective relationships by providing you with techniques to better identify and understand the intrinsic needs of others. As a result, you will achieve better team dynamics, increased sales and client satisfaction, higher levels of employee engagement and performance, and even more satisfying marriages and friendships. This book provides the tools to understand others' unique communication style as well as your own. Get detailed advice on how to adjust to diverse communication styles, develop a unifying language for the organization, and better match motivational techniques to team members. Through storytelling and experiential exercises, author Dave Mitchell helps you gain insight into your own unique interaction style and teaches you how to communicate, motivate, sell, and service more successfully no matter the personality types involved. Offers insight into the behavior cues and questions to ask to better understand someone's interactive preferences Explains how to enhance your sales efforts by better targeting your brand message to the client's style so that your products/services resonate with them more Examines strategies for creating a high performing work environment and achieve greater customer service excellence Contains conflict resolution strategies, including how to effectively work out differences within a team, between work units, with customers, and even in your personal life Armed with the ability to interpret the behavior of the people around you, you will achieve greater levels of success at work and at home while also learning how to better handle the difficult situations involving people in your life.
