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Author : Valarie A. Zeithaml
Publisher : Simon and Schuster
ISBN 13 : 0029357012
Total Pages : 248 pages
Book Rating : 4.0/5 (293 download)
Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 1990 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business.
Author : Catenazzo, Giuseppe
Publisher : IGI Global
ISBN 13 : 1799888428
Total Pages : 268 pages
Book Rating : 4.7/5 (998 download)
Download or read book Challenges and Opportunities for Transportation Services in the Post-COVID-19 Era written by Catenazzo, Giuseppe and published by IGI Global. This book was released on 2022-05-06 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: During the pandemic, transportation industries have heavily suffered from the overall lack of passengers. A substantial share of employees have has been laid-off, and others have turned to different industries. As mass vaccinations begin worldwide, movement restrictions will continue to evolve and disappear in the months to come, and new opportunities and challenges for transportation industries must be considered in a post-pandemic world. Challenges and Opportunities for Transportation Services in the Post-COVID-19 Era explores the challenges and the new directions to match travelers’ needs in a post-COVID-19 world and illustrates several methodological applications in transportation to inspire scholars, researchers, and developers to further their efforts in boosting the design and use of sustainable mobility. Covering a range of topics such as green resilience and sustainability, it is ideal for transportation service managers, government officials, developers, engineers, decision- makers, analysts, academicians, researchers, instructors, and students.
Author : Panwar, Upendra Singh
Publisher : IGI Global
ISBN 13 : 1522501444
Total Pages : 529 pages
Book Rating : 4.5/5 (225 download)
Download or read book Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector written by Panwar, Upendra Singh and published by IGI Global. This book was released on 2016-04-11 with total page 529 pages. Available in PDF, EPUB and Kindle. Book excerpt: Economic growth is directly impacted by a multitude of different industries; in recent years, the service industry has emerged as a significant contributor to the global economy. As such, the effective management of this sector has become a widely studied topic. The Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector is an authoritative reference source for the latest research on emerging methods for innovative service design and delivery, examining how growing customer expectations and global competition has influenced this industry. Featuring quality factors, marketing tools, and the effects of consumer behavior, this publication is ideally suited for researchers, professionals, and academicians actively involved in the service industry.
Author :
Publisher :
ISBN 13 :
Total Pages : 668 pages
Book Rating : 4.:/5 (334 download)
Download or read book Journal of Travel Research written by and published by . This book was released on 1993 with total page 668 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : David A. Aaker
Publisher : John Wiley & Sons
ISBN 13 : 1119392209
Total Pages : 406 pages
Book Rating : 4.1/5 (193 download)
Download or read book Strategic Market Management written by David A. Aaker and published by John Wiley & Sons. This book was released on 2017-09-18 with total page 406 pages. Available in PDF, EPUB and Kindle. Book excerpt: Strategic Market Management, helps managers identify, implement, prioritize, and adapt market-driven business strategies in dynamic markets. The text provides decision makers with concepts, methods, and procedures by which they can improve the quality of their strategic decision-making. The 11th Edition provides students in strategic marketing, policy, planning, and entrepreneurship courses with the critical knowledge and skills for successful market management, including strategic analysis, innovation, working across business units, and developing sustainable advantages.
Author : Mr Stephen Shaw
Publisher : Ashgate Publishing, Ltd.
ISBN 13 : 1409486680
Total Pages : 379 pages
Book Rating : 4.4/5 (94 download)
Download or read book Airline Marketing and Management written by Mr Stephen Shaw and published by Ashgate Publishing, Ltd.. This book was released on 2012-10-01 with total page 379 pages. Available in PDF, EPUB and Kindle. Book excerpt: Through six previous editions, Airline Marketing and Management has established itself as the leading textbook for students of marketing and its application to today's airline industry, as well as a reference work for those with a professional interest in the area. Carefully revised, the seventh edition of this internationally successful book examines an exceptionally turbulent period for the industry. It features new material on: ∗Changes in customer needs, particularly regarding more business travellers choosing - or being forced - to travel economy, and analysis of the bankruptcy of 'All Business Class' airlines. ∗ An explanation of the US/EU 'Open Skies' agreement and analysis of its impact. ∗The increase in alliance activity and completion of several recent mergers, and the marketing advantages and disadvantages that have resulted. ∗ Product adjustments that airlines must make to adapt to changes in the marketing environment, such as schedule re-adjustments and the reconfiguration of aircraft cabins. ∗Changes in pricing philosophies, with, for example, airlines moving to 'A La Carte' pricing, whereby baggage, catering and priority boarding are paid for as extras. ∗Airline websites and their role as both a selling and distributing tool. ∗The future of airline marketing. A review of the structure of the air transport market and the marketing environment is followed by detailed chapters examining business and marketing strategies, product design and management, pricing and revenue management, current and future distribution channels, and selling, advertising and promotional policies. The reader will benefit from greater understanding of both marketing and airline industry jargon and from knowledge obtained regarding the extraordinary strategic challenges now facing aviation. Written in a straightforward, easy-to-read style and combining up-to-date and relevant examples drawn from the worldwide aviation industry, this new edition will further enhance the book's reputation for providing the ideal introduction to the subject.
Author : Valarie A. Zeithaml
Publisher : Simon and Schuster
ISBN 13 : 1439137471
Total Pages : 185 pages
Book Rating : 4.4/5 (391 download)
Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Author : Bruce J. Boudreau
Publisher :
ISBN 13 : 9780309375580
Total Pages : 230 pages
Book Rating : 4.3/5 (755 download)
Download or read book Improving the Airport Customer Experience written by Bruce J. Boudreau and published by . This book was released on 2016 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: "TRB's Airport Cooperative Research Program (ACRP) Report 157: Improving the Airport Customer Experience documents notable and emerging practices in airport customer service management that increase customer satisfaction, recognizing the different types of customers (such as passengers, meeters and greeters, and employees) and types and sizes of airports. It also identifies potential improvements that airports could make for their customers." -- Publisher's description
Author : O. C. Ferrell
Publisher : South Western Educational Publishing
ISBN 13 :
Total Pages : 500 pages
Book Rating : 4.E/5 ( download)
Download or read book Marketing Strategy written by O. C. Ferrell and published by South Western Educational Publishing. This book was released on 2002 with total page 500 pages. Available in PDF, EPUB and Kindle. Book excerpt: New edition of a text that provides a practical approach to analyzing, planning and implementing marketing strategies, with a focus upon the creative process involved in applying the knowledge and concepts to the development and implementing of ideas. The core of the planning framework is the organi
Author :
Publisher :
ISBN 13 :
Total Pages : 732 pages
Book Rating : 4.:/5 (1 download)
Download or read book Air Travel Consumer Report written by and published by . This book was released on 1991 with total page 732 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Eileen Bridges
Publisher : Routledge
ISBN 13 : 1351245228
Total Pages : 541 pages
Book Rating : 4.3/5 (512 download)
Download or read book The Routledge Handbook of Service Research Insights and Ideas written by Eileen Bridges and published by Routledge. This book was released on 2020-04-02 with total page 541 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research. Original chapters from the world’s leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience. This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.
Author :
Publisher :
ISBN 13 :
Total Pages : 1680 pages
Book Rating : 4.3/5 (97 download)
Download or read book Quality Progress written by and published by . This book was released on 1992 with total page 1680 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Colin Shaw
Publisher : Springer
ISBN 13 : 0230554717
Total Pages : 291 pages
Book Rating : 4.2/5 (35 download)
Download or read book Building Great Customer Experiences written by Colin Shaw and published by Springer. This book was released on 2002-09-13 with total page 291 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.
Author : Peter Belobaba
Publisher : John Wiley & Sons
ISBN 13 : 1118881141
Total Pages : 536 pages
Book Rating : 4.1/5 (188 download)
Download or read book The Global Airline Industry written by Peter Belobaba and published by John Wiley & Sons. This book was released on 2015-07-06 with total page 536 pages. Available in PDF, EPUB and Kindle. Book excerpt: Extensively revised and updated edition of the bestselling textbook, provides an overview of recent global airline industry evolution and future challenges Examines the perspectives of the many stakeholders in the global airline industry, including airlines, airports, air traffic services, governments, labor unions, in addition to passengers Describes how these different players have contributed to the evolution of competition in the global airline industry, and the implications for its future evolution Includes many facets of the airline industry not covered elsewhere in any single book, for example, safety and security, labor relations and environmental impacts of aviation Highlights recent developments such as changing airline business models, growth of emerging airlines, plans for modernizing air traffic management, and opportunities offered by new information technologies for ticket distribution Provides detailed data on airline performance and economics updated through 2013
Author : Nigel Slack
Publisher : Pearson UK
ISBN 13 : 1292238887
Total Pages : 410 pages
Book Rating : 4.2/5 (922 download)
Download or read book Essentials of Operations Management written by Nigel Slack and published by Pearson UK. This book was released on 2018 with total page 410 pages. Available in PDF, EPUB and Kindle. Book excerpt: Based on the market-leading Operations Management text, this is the ideal book for those wanting a more concise introduction to the subject, focusing on essential core topics, without compromising on the authoritative, clear and highly practical approach that has become the trademark of the authors. Revised and updated to reflect the ever-changing world of operations management, the book is rooted in real-life practice with a wealth of examples and case studies from different sectors and industries around the world. MyLab Operations Management not included. Students, if MyLab Operations Management is a recommended/mandatory component of the course, please ask your instructor for the correct ISBN and course ID. MyLab Operations Management should only be purchased when required by an instructor. Instructors, contact your Pearson representative for more information.
Author : OECD
Publisher : OECD Publishing
ISBN 13 : 9264782125
Total Pages : 264 pages
Book Rating : 4.2/5 (647 download)
Download or read book Economic Outlook for Southeast Asia, China and India 2023 Reviving Tourism Post-Pandemic written by OECD and published by OECD Publishing. This book was released on 2023-03-31 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: The 2023 edition discusses the region’s economic outlook and macroeconomic challenges at a time of great uncertainty and a slowdown of the global economy, in particular owing to inflationary pressures, capital flow volatility and supply-side bottlenecks. The thematic chapters focus on reviving tourism after the pandemic.
Author : John R. Bryson
Publisher : Springer Nature
ISBN 13 : 3030520609
Total Pages : 294 pages
Book Rating : 4.0/5 (35 download)
Download or read book Service Management written by John R. Bryson and published by Springer Nature. This book was released on 2020-11-26 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption. The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into: how to manage service businesses, with coverage of both small firms and large transnationals service business models, operations and productivity managing service employees how service firms engage in product and process innovation marketing, customers and service experiences internationalization of service businesses the ongoing servitization of manufacturing This unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.
