Complaint Management And Internal Marketing

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Complaint Management and Internal Marketing

Author : Malte Kempen
Publisher : diplom.de
ISBN 13 : 3836624400
Total Pages : 177 pages
Book Rating : 4.8/5 (366 download)

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Book Synopsis Complaint Management and Internal Marketing by : Malte Kempen

Download or read book Complaint Management and Internal Marketing written by Malte Kempen and published by diplom.de. This book was released on 2009-01-05 with total page 177 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Introduction: The first chapter gives a introduction into the topic and explains how the whole work is structured before the key subjects in chapter two will be discussed. Okay Sir, I will put you through to someone else . Does this sound familiar? Trying to switch to a different contract with a cell phone operator, but nobody seems to be qualified to handle a request. Dissatisfaction arises and the customer would like to report his problem. On the one hand the customer experiences a breakdown in service and on the other hand a second disappointment may follow if a service provider fails to handle the grievance after it is stated. The question arises as to why complaint handling is important nowadays. Complaint handling is not as selfless an act by a company as it may seem. A complaint is the cheapest, most honest and most qualitative form of management consulting there is, according to market research into sales force by Pawlik Sales Consultants AG. Companies should not be afraid to face feedback and complaints. According to the Treasury Board of Canada: Research suggests that relatively few dissatisfied clients bother to complain. As a result, every complaint received may provide a window into a much larger pool of dissatisfaction. By dealing with the causes of complaints, the organization can further reduce both the number of complaints and dissatisfaction with its program delivery or service. Complaint management is a tool to prevent the migration of customers to competitors, and more and more companies understand that simply recruiting new customers is not sufficient. As a consequence, intensification of defensive marketing, in contrast to offensive marketing actions, becomes more interesting to a company. The aim of defensive marketing should be the development of long-lasting customer relations. For example, Volvo/Saab, the Swedish automobile manufacturer, estimates that the cost of generating new customers is three times the cost of retaining an existing customer. Satisfactory complaint management can create satisfied customers. The key figure mediating between a company and a customer with a complaint is, of course, the employee of the service organization. The role and performance of the employee will determine the success of a complaint handling process and the adequate service recovery. In order to be able to fulfil this goal, employees need to undergo training. Furthermore the management needs to develop a corporate [...]

Relationship Marketing

Author : Thorsten Hennig-Thurau
Publisher : Springer Science & Business Media
ISBN 13 : 3662097451
Total Pages : 454 pages
Book Rating : 4.6/5 (62 download)

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Book Synopsis Relationship Marketing by : Thorsten Hennig-Thurau

Download or read book Relationship Marketing written by Thorsten Hennig-Thurau and published by Springer Science & Business Media. This book was released on 2013-06-29 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS

Effective Complaint Management

Author : Bernd Stauss
Publisher : Springer
ISBN 13 : 3319987054
Total Pages : 496 pages
Book Rating : 4.3/5 (199 download)

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Book Synopsis Effective Complaint Management by : Bernd Stauss

Download or read book Effective Complaint Management written by Bernd Stauss and published by Springer. This book was released on 2019-01-31 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.

Internal Marketing: Directions for Management

Author : Barbara Lewis
Publisher : Routledge
ISBN 13 : 1134613938
Total Pages : 331 pages
Book Rating : 4.1/5 (346 download)

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Book Synopsis Internal Marketing: Directions for Management by : Barbara Lewis

Download or read book Internal Marketing: Directions for Management written by Barbara Lewis and published by Routledge. This book was released on 2000-08-24 with total page 331 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bringing together contributions from leading writers in the field of service marketing and management, this book represents a much-needed source of current research and conceptual development in internal marketing. Key themes and issues explored include:* the social model of marketing* the human resource management perspective* marketing and servic

Marketing Management

Author : Svend Hollensen
Publisher : Pearson UK
ISBN 13 : 1292301422
Total Pages : 2030 pages
Book Rating : 4.2/5 (923 download)

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Book Synopsis Marketing Management by : Svend Hollensen

Download or read book Marketing Management written by Svend Hollensen and published by Pearson UK. This book was released on 2019 with total page 2030 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book takes the unique and innovative approach of linking relationship marketing to the traditional market planning models that are used by most marketers today. As globalisation progresses, the need for creating and maintaining off-line and on-line relationships with the company's customers, suppliers, stakeholders and personnel has become increasingly vital in today's business environment. Now in its fourth edition, this best-selling text bridges the gap between relationship marketing and traditional marketing, integrating this approach with the process of developing effective marketing.

Internal Marketing: Issues and Perspectives for Internal Customer-Centric Management

Author : Pantea Foroudi
Publisher : Springer Nature
ISBN 13 : 3031629671
Total Pages : 255 pages
Book Rating : 4.0/5 (316 download)

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Book Synopsis Internal Marketing: Issues and Perspectives for Internal Customer-Centric Management by : Pantea Foroudi

Download or read book Internal Marketing: Issues and Perspectives for Internal Customer-Centric Management written by Pantea Foroudi and published by Springer Nature. This book was released on with total page 255 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Internal Marketing

Author : Tatsuya Kimura
Publisher : Routledge
ISBN 13 : 1317224558
Total Pages : 246 pages
Book Rating : 4.3/5 (172 download)

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Book Synopsis Internal Marketing by : Tatsuya Kimura

Download or read book Internal Marketing written by Tatsuya Kimura and published by Routledge. This book was released on 2017-04-21 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: Establishing, developing, or promoting a brand or product in a market stems from aligning of divisions within an organization, with the perspective of providing value to customers – an idea which is known as internal marketing. Unlike external marketing, internal marketing ensures that organizational divisions are aligned in the marketing strategies, so that the resultant external marketing is effective and not impeded by internal shortcomings. This book provides a comprehensive review of internal marketing research and illustrates the role of internal marketing in enhancing the capabilities of a company’s internal resources. Putting forward a guiding principle for business practices by considering such questions from a multilateral perspective, this book is a must-read for practitioners and academics alike.

Mobile Support in Customer Loyalty Management

Author : Christian Zeidler
Publisher : Springer Science & Business Media
ISBN 13 : 3834983012
Total Pages : 251 pages
Book Rating : 4.8/5 (349 download)

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Book Synopsis Mobile Support in Customer Loyalty Management by : Christian Zeidler

Download or read book Mobile Support in Customer Loyalty Management written by Christian Zeidler and published by Springer Science & Business Media. This book was released on 2009-09-02 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: Christian Zeidler identifies the potential of mobile services for the management of customer relationships. He develops a framework that provides a technical infrastructure capable of leveraging these advantages through a service delivery platform. The author, thereby, provides a valuable tool for the integration of the mobile channel into the traditional marketing mix.

Ideas in Marketing: Finding the New and Polishing the Old

Author : Krzysztof Kubacki
Publisher : Springer
ISBN 13 : 3319109510
Total Pages : 842 pages
Book Rating : 4.3/5 (191 download)

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Book Synopsis Ideas in Marketing: Finding the New and Polishing the Old by : Krzysztof Kubacki

Download or read book Ideas in Marketing: Finding the New and Polishing the Old written by Krzysztof Kubacki and published by Springer. This book was released on 2014-10-25 with total page 842 pages. Available in PDF, EPUB and Kindle. Book excerpt: Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. This volume includes the full proceedings from the 2013 Academy of Marketing Science (AMS) Annual Conference held in Monterey, California, entitled Ideas in Marketing: Finding the New and Polishing the Old.

Managing Risk and Decision Making in Times of Economic Distress

Author : Simon Grima
Publisher : Emerald Group Publishing
ISBN 13 : 1801174261
Total Pages : pages
Book Rating : 4.8/5 (11 download)

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Book Synopsis Managing Risk and Decision Making in Times of Economic Distress by : Simon Grima

Download or read book Managing Risk and Decision Making in Times of Economic Distress written by Simon Grima and published by Emerald Group Publishing. This book was released on 2022-03-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Managing Risk and Decision Making in Times of Economic Distress adds much needed scholarly analysis of the fledgling decision/control approach, arguing the merits of its empirical content to shed light on the structure of capital contracts and rationale for diversity of objectives.

Current Issues and Development in Hospitality and Tourism Satisfaction

Author : Muzaffer Uysal
Publisher : Routledge
ISBN 13 : 1136422684
Total Pages : 220 pages
Book Rating : 4.1/5 (364 download)

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Book Synopsis Current Issues and Development in Hospitality and Tourism Satisfaction by : Muzaffer Uysal

Download or read book Current Issues and Development in Hospitality and Tourism Satisfaction written by Muzaffer Uysal and published by Routledge. This book was released on 2013-05-13 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Stay ahead of your customers as their service expectations change! In Current Issues and Development in Hospitality and Tourism Satisfaction, experts from the field explore customer satisfaction strategies, examining both the long-term and short-term results. This vital tool shows you new and effective approaches for understanding customer satisfaction and providing quality service at all levels of the hospitality and tourism industry. Hospitality and tourism faculty and students as well as professionals will find this book useful for improving and providing quality service management. This book illustrates the complex relationship between customer and service provider, offering practical advice and techniques for maximizing consumer contentment. Current Issues and Development in Hospitality and Tourism Satisfaction contains models for meeting—and even surpassing—consumer expectations to increase the value of the customer’s experience. This essential resource includes various methods for managers to anticipate consumer needs and perceptions, reducing dissatisfaction. This book helps you: incorporate existing and alternative measurements of satisfaction measure and improve service quality create and maintain social interaction linkages between staff and customer identify the destination performance of your hotel and other destinations or attractions evaluate consumer satisfaction with lodging services increase cross-cultural service satisfaction and much more! Tables and figures throughout the text help demonstrate the strategies, and bibliographies at the end of each chapter offer further reading. While there are other books that focus on customer satisfaction, Current Issues and Development in Hospitality and Tourism Satisfaction is rare in that it covers satisfaction issues as they apply to both hospitality and tourism.

Competitive Intelligence, Analysis and Strategy

Author : Sheila Wright
Publisher : Routledge
ISBN 13 : 1317980964
Total Pages : 246 pages
Book Rating : 4.3/5 (179 download)

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Book Synopsis Competitive Intelligence, Analysis and Strategy by : Sheila Wright

Download or read book Competitive Intelligence, Analysis and Strategy written by Sheila Wright and published by Routledge. This book was released on 2014-07-10 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Holy Grail for most organisations is the successful attainment, and retention, of inimitable competitive advantage. This book addresses the question of how to leverage the unique intangible assets of an organisation: its explicit, implicit, acquired and derived knowledge. The refreshingly innovative concept of Intelligence-Based Competitive Advantage© is one which will eclipse the cost-driven and resource-reduction attitudes most prevalent in the first decade of this century. Tomorrow’s organisation will need to derive IBCA© through the expert execution of bespoke competitive intelligence practice, unique analytical processes, pioneering competitive strategy formulation, and timely execution of all three, if they are to succeed. This volume consists of insights from Competitive Intelligence practices at both country and organisational level, Competitive Analysis processes within the firm and within challenging sector and economic environments and Competitive Strategy formulation in profit, non-profit, real and virtual world contexts. It is essential reading for anybody wishing to gain a formal understanding of the practical and intellectual challenges which will face organisations in the future as they strive to achieve strategic foresight and Intelligence-Based Competitive Advantage. This book was originally published as two special issues of the Journal of Strategic Marketing.

Digital Business and Optimizing Operating Strategies

Author : Akel, Gökhan
Publisher : IGI Global
ISBN 13 :
Total Pages : 328 pages
Book Rating : 4.3/5 (693 download)

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Book Synopsis Digital Business and Optimizing Operating Strategies by : Akel, Gökhan

Download or read book Digital Business and Optimizing Operating Strategies written by Akel, Gökhan and published by IGI Global. This book was released on 2024-01-04 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the rapidly evolving digital era, businesses undergo profound transformations requiring strategic adaptation and optimization. Digital Business and Optimizing Operating Strategies delves into the intricate interplay between digital technology and business strategies, exploring various facets such as management, marketing, finance, human resources, and more within the digital market structure. This comprehensive book critically examines enterprises' skills, productivity, and adaptability in response to technological advancements and customer expectations. Covering a wide range of sub-topics, this book addresses the management of social media applications, the technological capabilities of human resources, digital sustainability, and the integration of artificial intelligence technology. By highlighting opportunities and challenges, the book serves as a valuable resource for researchers and practitioners across diverse disciplines, offering novel perspectives and cutting-edge practices in the digital business landscape. This book is designed to resonate with a diverse audience, and will appeal to researchers, marketing managers, metaverse enthusiasts, website designers and developers, e-commerce practitioners, social media users, consumer behavior and marketing researchers, and brand experts. It is an essential resource for both undergraduate and graduate students while also serving as a valuable reference for professionals in the field.

Advances in Tourism Destination Marketing

Author : Metin Kozak
Publisher : Routledge
ISBN 13 : 1135218900
Total Pages : 294 pages
Book Rating : 4.1/5 (352 download)

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Book Synopsis Advances in Tourism Destination Marketing by : Metin Kozak

Download or read book Advances in Tourism Destination Marketing written by Metin Kozak and published by Routledge. This book was released on 2009-09-10 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume provides original insight into the operational opportunities, challenges and constraints in managing Tourism Destination Marketing. It explores how the various tourist destination systems including tourist, places (as seen by the tourist), public and private tourism organisations and the social and physical environment can effectively communicate and co operate together at a profit for each. Advances in Destination Marketing offers a comprehensive review of a wide range of aspects related to marketing tourism products including networks in destinations, consumer experiences in destinations, destination branding, destination image, events in destinations and destination tourism products. Throughout the book a network analysis perspective is applied to offer alternative solutions of how each system can share network knowledge and system knowledge so profits can be created effectively and maximised. The exploration of new topics such as Destination Networks and Destination Branding as well as original international empirical research and case studies from well known researchers in the area, provides new thinking on Marketing Tourism Destinations. The relevance of the arguments and the salient conclusions are valuable in the study of an ever dynamic and burgeoning industry. This stimulating volume will be of interest to higher level students, academics, researchers within Tourism and practitioners in the industry.

Profitable Hotel Guest Management: The Factors Involved in and the Importance of Following a Guest Relationship Approach in the Irish Luxury Hotel Sector

Download Profitable Hotel Guest Management: The Factors Involved in and the Importance of Following a Guest Relationship Approach in the Irish Luxury Hotel Sector PDF Online Free

Author : Malte Kempen
Publisher : Bachelor + Master Publication
ISBN 13 : 384283389X
Total Pages : 126 pages
Book Rating : 4.8/5 (428 download)

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Book Synopsis Profitable Hotel Guest Management: The Factors Involved in and the Importance of Following a Guest Relationship Approach in the Irish Luxury Hotel Sector by : Malte Kempen

Download or read book Profitable Hotel Guest Management: The Factors Involved in and the Importance of Following a Guest Relationship Approach in the Irish Luxury Hotel Sector written by Malte Kempen and published by Bachelor + Master Publication. This book was released on 2012-07-02 with total page 126 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Introduction: Most literature on marketing contains an exhaustive discussion on the topic of relationship marketing and this concept is now well understood by every marketer. However, valuing customer relationships is usually viewed more vaguely as being a general, desirable and virtuous factor. Like many fields in marketing, there has been a failure to justify adopting such an approach based also on its inherent financial control measures. In this increasingly globalised marketplace (the hospitality sector), it can strike as odd that scholars and researchers have overlooked the differences in CRM handling that exist among different cultures. The aim of this dissertation is to make a contribution to closing the gap between marketing and management perspectives in terms of customer profitability, especially in the luxury hotel sector with regard to their international customer/guest base. The gap is to identify by the management and accounting which customers are profitable and to translate these insights into marketing activities. Companies can control their customer relationships and make sophisticated decisions about which customer relationships should be finished and which are worth retaining, a practice known as Customer Equity. The objectives of this work include: - Identify how investment in customer retention create a Return on Investment. - Allocating marketing spending ratios for long-term profitability. - Identify the methods that managers can use to create customer loyalty. - Explain the links between customer loyalty, customer equity and relationship marketing. - Estimate the role of quality factors within service delivery and after-sales service as above and how they affect customer retention. - Identify the effect of after-sales service as above quality on customers expectations and its impact on customer satisfaction. CRM outline is seen by some as an extended database containing useful information about customers that could be used to help extend sales, while others see it as a tool specifically designed for use on a (one-to-one) basis with each of their customers (Peppers and Rogers, 1999). To implement CRM successfully the TQM, HRM and IT management need to ensure organisational alignment (Reinartz et al., 2004). Building on this statement, Buttle (2004) spells out that: CRM needs to be established in three layers: companywide, factional and customer facing . Inhaltsverzeichnis:Table of Contents: i.able [...]

Marketing of Passenger Transport Services

Author : Yarlagadda Srinivasulu
Publisher : APH Publishing
ISBN 13 : 9788176489768
Total Pages : 326 pages
Book Rating : 4.4/5 (897 download)

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Book Synopsis Marketing of Passenger Transport Services by : Yarlagadda Srinivasulu

Download or read book Marketing of Passenger Transport Services written by Yarlagadda Srinivasulu and published by APH Publishing. This book was released on 2006 with total page 326 pages. Available in PDF, EPUB and Kindle. Book excerpt: Passenger transport, the movement of people, is an important and integral part of human being's life. It is greatly influences every one's life-style. Much of the World's civilisation, culture, advancement, and structure have been affected by the passenger transport because of its intrinsic capacity to penetrate deep into the hinterland will contribute more for the attainment of the good of balanced economic development.

Market-led Strategic Change

Author : Nigel Piercy
Publisher : Routledge
ISBN 13 : 1856175049
Total Pages : 561 pages
Book Rating : 4.8/5 (561 download)

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Book Synopsis Market-led Strategic Change by : Nigel Piercy

Download or read book Market-led Strategic Change written by Nigel Piercy and published by Routledge. This book was released on 2009 with total page 561 pages. Available in PDF, EPUB and Kindle. Book excerpt: With the use of case studies this book will help the reader go back to basics by confronting critical questions in the organisation of marketing and how the critical processes of marketing, planning and budgeting are managed.