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Crafting The Service Environment
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Book Synopsis Crafting the Service Environment by : Jochen Wirtz
Download or read book Crafting the Service Environment written by Jochen Wirtz and published by Ws Professional. This book was released on 2017 with total page 58 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface -- Introduction -- Service environments - an important element of the service marketing mix -- What is the purpose of service environments? -- The theory behind consumer responses to service environments -- Dimensions of the service environment -- Putting it all together -- Conclusion -- Summary -- Endnotes
Book Synopsis Services Marketing: People, Technology, Strategy (Eighth Edition) by : Jochen Wirtz
Download or read book Services Marketing: People, Technology, Strategy (Eighth Edition) written by Jochen Wirtz and published by World Scientific Publishing Company. This book was released on 2016-03-29 with total page 801 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
Book Synopsis Services Marketing by : Christopher Lovelock
Download or read book Services Marketing written by Christopher Lovelock and published by Pearson Australia. This book was released on 2015-05-20 with total page 529 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Services Marketing is well known for its authoritative presentation and strong instructor support. The new 6th edition continues to deliver on this promise. Contemporary Services Marketing concepts and techniques are presented in an Australian and Asia-Pacific context. In this edition, the very latest ideas in the subject are brought to life with new and updated case studies covering the competitive world of services marketing. New design features and a greater focus on Learning Objectives in each chapter make this an even better guide to Services Marketing for students. The strategic marketing framework gives instructors maximum flexibility in teaching. Suits undergraduate and graduate-level courses in Services Marketing."
Book Synopsis Services Marketing: People, Technology, Strategy (Ninth Edition) by : Jochen Wirtz
Download or read book Services Marketing: People, Technology, Strategy (Ninth Edition) written by Jochen Wirtz and published by World Scientific. This book was released on 2021-10-15 with total page 683 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media, and case examples.This book takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view.Supplementary Material Resources:Resources are available to instructors who adopt this textbook for their courses. These include: (1) Instructor's Manual, (2) Case Teaching Notes, (3) PowerPoint deck, and (4) Test Bank. Please contact [email protected] Features:
Book Synopsis Essentials of Services Marketing by : Jochen Wirtz
Download or read book Essentials of Services Marketing written by Jochen Wirtz and published by FT Press. This book was released on 2012-08-31 with total page 1383 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make it easy for students to understand: Clear, Simple Language and Visual Learning Aids The authors use simple English and short sentences to help students grasp concepts more easily and quickly. The text consists of full-colored learning cues, graphics, and diagrams to capture student attention and help them visualize concepts. Know Your ESM presents quick review questions designed to help students consolidate their understanding of key chapter concepts. Make it easy for students to relate: Cases and Examples written with a Global Outlook The first edition global outlook is retained by having an even spread of familiar cases and examples from the world’s major regions: 40% from American, 30% from Asia and 30% from Europe. Help students see how various concepts fit into the big picture: Revised Framework An improved framework characterized by stronger chapter integration as well as tighter presentation and structure. Help instructors to prepare for lessons: Enhanced Instructor Supplements Instructor’s Manual: Contain additional individual and group class activities. It also contains chapter-by-chapter teaching suggestions. Powerpoint Slides: Slides will feature example-based teaching using many examples and step-by-step application cases to teach and illustrate chapter concepts. Test Bank: Updated Test Bank that is Test Gen compatible. Video Bank: Corporate videos and advertisements help link concept to application. Videos will also come with teaching notes and/or a list of questions for students to answer. Case Bank: Cases can be in PDF format available for download as an Instructor Resource.
Book Synopsis Crafting Service Processes by : Jean Harvey
Download or read book Crafting Service Processes written by Jean Harvey and published by Quality Press. This book was released on 2019-03-28 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the title makes clear, this book is about the design and delivery of service experiences. This includes the design of installations, facilities, technologies and scripts used in the staging of such experiences. It introduces the reader to many fundamental notions in service operations, from positioning to execution, with much attention paid to human experiences such as those of customers and service workers; be they performing simple repetitive tasks or complex mental tasks. The subject is treated in an user-friendly manner with a storytelling context, focusing initially on every day services (coffee shops, fast food, supermarkets) and then moving on to complex services (lawyers, physicians, engineers, accountants). Contrary to popular hype, not all service experiences are meant to be memorable. If all you need is a cup of coffee and this is done quickly, effortlessly, and painlessly, that's good. If there's a little plus along the way, that's better: you'll make a mental note that this is a good place to stop next time you are in the area. In an age of exponential technological change, service delivery processes are changing quickly and service industries are being creatively destroyed. You want to be the disruptor, willing to disrupt a large part of your actual income streams. The ability to maintain differentiation rests largely on an in-depth understanding of the service experience and operational excellence. The future belongs to the fastest learner. Intuition is only part of the story.
Book Synopsis Winning In Service Markets: Success Through People, Technology And Strategy by : Jochen Wirtz
Download or read book Winning In Service Markets: Success Through People, Technology And Strategy written by Jochen Wirtz and published by World Scientific. This book was released on 2016-12-12 with total page 704 pages. Available in PDF, EPUB and Kindle. Book excerpt: Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
Book Synopsis Re-Tayloring Management by : Leonard Holmes
Download or read book Re-Tayloring Management written by Leonard Holmes and published by Routledge. This book was released on 2016-04-01 with total page 193 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over a century has passed and yet there is growing evidence that knowledge workers across the globe today are as constrained by F.W. Taylor's much-maligned The Principles of Scientific Management, as factory workers were in the early twentieth century. Re-Tayloring Management looks critically at Taylor's philosophy on management and contrasts it with other perspectives that have since emerged, along with the professionalization of management and the growth in business and management education. The contributors demonstrate that despite the complexity and uncertainty that organizations face, instead of designing work systems where knowledge and service workers have the freedom to apply knowledge and skills at the point they are most needed, managers are obsessed with maintaining tighter control. This approach conflicts with contemporary job design principles, which emphasise ’job crafting’, whereby individuals are encouraged to craft their role in a way that is congruent with their identity. Drawing on insights from academics with diverse backgrounds and interests, and organised around 'past', 'present' and 'future' themes, this book is a thought-provoking read for professional managers, as well as for postgraduate students and academics teaching and researching organizational studies and management.
Book Synopsis Customer Service Management in Africa by : Robert Hinson
Download or read book Customer Service Management in Africa written by Robert Hinson and published by CRC Press. This book was released on 2020-05-07 with total page 361 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
Download or read book Digital By Design written by Conny Freyer and published by Thames and Hudson. This book was released on 2011-03-01 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "An impressive selection of over 100 objects that embrace digital technology."—Library Journal Digital by Design considers the work of design visionaries who are reimagining the relationship between technology, products, immersive environments, and human interaction. The result is a captivating assessment of pioneering approaches in art and design that encompasses a broad spectrum of humanist values, humor, magic, and sensory experiences. The London-based design firm Troika has selected more than one hundred objects and installations that illustrate a new wave of art and design. The book’s introduction offers an overview of the possibilities and practicalities of technological innovation. Then four chapters feature products and cutting-edge objects by emerging and established artists, designers, and engineers. The book is completed by a collection of incisive interviews with some of the most visionary practitioners and critics in this field—Dunne & Raby, Ron Arad, Steven Sacks, and Machiko Kusahara. A useful and comprehensive reference section includes designers’ biographies. Troika was founded in London in 2003 by Conny Freyer, Sebastien Noel, and Eva Rucki. They have received critical acclaim for, among other projects, their installations “Cloud” and “All the Time in the World” at Heathrow Airport Terminal 5. Troika’s work is part of the permanent collections of The Museum of Modern Art, the British Council collection, and the Victoria and Albert Museum.
Book Synopsis Service Learning, Information Literacy, and Libraries by : Jennifer E. Nutefall
Download or read book Service Learning, Information Literacy, and Libraries written by Jennifer E. Nutefall and published by Bloomsbury Publishing USA. This book was released on 2016-04-04 with total page 169 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the number of service learning courses and their requirements increase, it is essential for academic librarians to partner with faculty and administration to include lifelong research skills components. This crucial book provides insights and case studies that will help you do just that. Service learning—defined as community service connected to a for-credit college course—is acknowledged to be a high-impact educational practice. It provides students with opportunities to put what they learn in class into action, to engage problem-solving skills, and to reflect on their experiences. Ideally, in service learning, course materials inform student service, and students' service experiences, in turn, inform academic dialogue and comprehension. But where do academic libraries and librarians fit into this process? This is the first book to provide that missing piece, giving librarians practical information and examples of how to contribute to service learning on their campuses. It begins with an overview of librarian involvement in service learning, highlighting connections between service learning and information literacy pedagogy. Case studies focus on specific aspects of service learning that engage information literacy, illustrating ways academic libraries can partner with service learning initiatives. The book concludes with thoughts on assessment and short essays on the future of libraries and service learning.
Book Synopsis Real-World Teen Services by : Jennifer Velásquez
Download or read book Real-World Teen Services written by Jennifer Velásquez and published by American Library Association. This book was released on 2015-05-27 with total page 145 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book goes beyond the "what" and "how" of teen services to get to the “why,” ensuring that all practitioners will understand the ways teens want to use public space, discover and create information, and interact with peers and adults.
Book Synopsis The Law and Policy of Ecosystem Services by : J. B. Ruhl
Download or read book The Law and Policy of Ecosystem Services written by J. B. Ruhl and published by Island Press. This book was released on 2013-03-19 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Law and Policy of Ecosystem Services is the first comprehensive exploration of the status and future of natural capital and ecosystem services in American law and policy. The book develops a framework for thinking about ecosystem services across their ecologic, geographic, economic, social, and legal dimensions and evaluates the prospects of crafting a legal infrastructure that can help build an ecosystem service economy that is as robust as existing economies for manufactured goods, natural resource commodities, and human-provided services. The book examines the geographic, ecological, and economic context of ecosystem services and provides a baseline of the current status of ecosystem services in law and society. It identifies shortcomings of current law and policy and the critical areas for improvement and forges an approach for the design of new law and policy for ecosystem services. Included are a series of nine empirical case studies that explore the problems caused by society’s failure to properly value natural capital. Among the case study topics considered are water issues, The Conservation Reserve Program, the National Conservation Buffer Initiative, the agricultural policy of the European Union, wetland mitigation, and pollution trading. The Law and Policy of Ecosystem Services is a groundbreaking look at the question of whether and how law and policy can shape a sustainable system of ecosystem service management. It is an accessible and informative work for faculty, students, and policy makers concerned with ecology, economics, geography, political science, environmental studies, law, and related fields.
Book Synopsis Emotionalintelligenceandmarketing by : Prentice Catherine
Download or read book Emotionalintelligenceandmarketing written by Prentice Catherine and published by World Scientific. This book was released on 2019-06-06 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book discusses how businesses and marketers can deploy emotional intelligence as a marketing tool to co-produce service for enhancing customer experience and to co-create value for key stakeholders in the digitalised and service-dominant logic era. Whilst many competing emotional intelligence models are discussed in the literature, the current book will focus on the ability model. This model comprises 2 areas (experiential and strategic emotional intelligence) and four ability scopes (perceive emotions, use emotions, understand emotions and manage emotions). The marketing domains that are deemed relevant and included in this book are services marketing, relationship marketing and digital marketing. The relevant marketing models from these domains will be identified to be integrated with emotional intelligent strategies. Emotional Intelligence makes both employees and customers happy, committed and loyal. Emotional Intelligence makes businesses competitive and sustainable.
Book Synopsis Food and Beverages Retail Business by : Adryan Rachman
Download or read book Food and Beverages Retail Business written by Adryan Rachman and published by Penerbit NEM. This book was released on 2024-07-01 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt: Crafting Excellence in Service and Guest Relations for F&B Retail is a comprehensive guidebook tailored for professionals and entrepreneurs in the food and beverage retail industry. This book delves into the intricacies of providing exceptional service and building lasting relationships with customers in the competitive F&B retail landscape. The book begins by exploring the evolution of customer feedback in retail, tracing its historical trajectory and highlighting its significance in shaping industry practices. It then delves into the fundamentals of customer satisfaction index (CSI) and net promoter score (NPS), offering insights into their methodologies, advantages, and limitations. Drawing upon real-world case studies and success stories, the book demonstrates the combined effectiveness of CSI and NPS in providing comprehensive insights into customer satisfaction and loyalty levels. Readers will gain practical knowledge on integrating these metrics to obtain a holistic view of customer sentiment and drive business growth. Furthermore, the book examines best practices for implementing CSI and NPS in retail management, offering guidance on survey design, data analysis, and action planning. It emphasizes the importance of incorporating these metrics into regular business processes and aligning them with broader strategic objectives to foster a culture of customer-centricity.
Book Synopsis Academy of Management Learning & Education by :
Download or read book Academy of Management Learning & Education written by and published by . This book was released on 2008 with total page 630 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Managing Hospitality Organizations by : Robert C. Ford
Download or read book Managing Hospitality Organizations written by Robert C. Ford and published by SAGE Publications. This book was released on 2023-11-21 with total page 774 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction to Hospitality Management: Creating Excellent Guest Experiences, Third Edition takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael Sturman emphasize the critical importance of focusing on the guest and creating an unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. Included with this title: LMS Cartridge: Import this title’s instructor resources into your school’s learning management system (LMS) and save time. Don’t use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site. Learn more.
