Service Delivery Vs Service Excellence
Download Service Delivery Vs Service Excellence full books in PDF, epub, and Kindle. Read online free Service Delivery Vs Service Excellence ebook anywhere anytime directly on your device. Fast Download speed and no annoying ads. We cannot guarantee that every ebooks is available!
| Author | : William R. Johnson, CRA, FAHRA, MBA |
| Publisher | : LULU |
| Total Pages | : 64 |
| Release | : 2014-01-13 |
| Genre | : Science |
| ISBN | : 1304497704 |
In the typical healthcare setting, the operational logistics of service delivery are left-brain oriented--calculated, analytical, purposeful, and often orchestrated by policies, procedures, and processes that ensure predictable outcomes in quality and safety.Patients, however, assess the care they receive from a right-brain perspective--intuitive, emotional, and impulsive. Even though they recognize that technical and diagnostic skills are vital, the lasting impressions formed by patients and families revolve around not just the treatment itself, but in how they are treated. That becomes the standard by which they judge the overall healthcare experience.Service Delivery vs. Service Excellence explores the opposing forces at work during the patient healthcare journey and the measures that can be taken to create caring cultures that result in highly satisfied patients. You too can create outstanding patient experiences.
| Author | : Ruth N. Bolton |
| Publisher | : Business Expert Press |
| Total Pages | : 181 |
| Release | : 2016-04-18 |
| Genre | : Business & Economics |
| ISBN | : 1631573721 |
The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.
| Author | : Lawrence Fogli |
| Publisher | : John Wiley & Sons |
| Total Pages | : 348 |
| Release | : 2006-02-02 |
| Genre | : Business & Economics |
| ISBN | : 9780787983109 |
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
| Author | : Brian Hunt |
| Publisher | : CRC Press |
| Total Pages | : 198 |
| Release | : 2014-11-13 |
| Genre | : Business & Economics |
| ISBN | : 1040053548 |
The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina
| Author | : Gerald M. Taylor |
| Publisher | : J. Ross Publishing |
| Total Pages | : 313 |
| Release | : 2008-10-15 |
| Genre | : Business & Economics |
| ISBN | : 1604270063 |
Current books on Lean Six Sigma for service ortransactional organizations either require a significanttechnical background, or are rather conceptual in natureand lack the detail of the tools, how to use them, andthe practical skill-building exercises needed to givereaders the ability to actually implement Lean Six Sigmain their ......
| Author | : Fiona Urquhart |
| Publisher | : Business Expert Press |
| Total Pages | : 99 |
| Release | : 2019-06-03 |
| Genre | : Business & Economics |
| ISBN | : 1631577026 |
This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship. Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability. The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.
| Author | : David Miller |
| Publisher | : BCS, The Chartered Institute |
| Total Pages | : 197 |
| Release | : 2008 |
| Genre | : Business & Economics |
| ISBN | : 1902505883 |
Designed to give IT professionals a thorough understanding of their business colleagues and customers, this text sets ambitious new goals for service delivery and demonstrates how to achieve them.
| Author | : Joseph S. Chen |
| Publisher | : Emerald Group Publishing |
| Total Pages | : 238 |
| Release | : 2010-07-07 |
| Genre | : Business & Economics |
| ISBN | : 184950718X |
Delivers refreshing insights from a host of scientific investigations pertaining to hospitality, leisure, and tourism while rendering an academic forum to stimulate discussion on literature, contemporary issues and various trends essential to theory advancement as well as professional practices from a global perspective.
| Author | : Moira Clark |
| Publisher | : Routledge |
| Total Pages | : 216 |
| Release | : 2007-03-30 |
| Genre | : Business & Economics |
| ISBN | : 1136423141 |
The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the Awards to highlight how this company has achieved success. An additional feature of the book is the service excellence questionnaire. Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners are featured to ensure that current information is always available.
| Author | : K. Thirumaran |
| Publisher | : Springer Nature |
| Total Pages | : 222 |
| Release | : 2021-01-20 |
| Genre | : Business & Economics |
| ISBN | : 3030576949 |
Service operations management in the tourism and hospitality industry requires a high level of coordination, communication and facilitation to satisfy visitors. In all of these activities, service excellence means a lot to visitors in terms of their experience, and to the business it means repeat customers and word-of-mouth marketing. Based on fresh empirical evidence from the field, this book captures the different approaches and challenges to service excellence in the Asian tourism and hospitality industry. Focusing on hotels, attractions, transport providers and other segments in tourism and hospitality, this book presents new case studies underlining and detailing global and local travel industry practices. The book is meant as a reference and supplementary reading for students, researchers and industry practitioners.
