Read Books Online and Download eBooks, EPub, PDF, Mobi, Kindle, Text Full Free.
Download Examining Employee Satisfaction Customer Service And Customer Satisfaction In A Retail Banking Organization full books in PDF, epub, and Kindle. Read online Examining Employee Satisfaction Customer Service And Customer Satisfaction In A Retail Banking Organization ebook anywhere anytime directly on your device. Fast Download speed and no annoying ads. We cannot guarantee that every ebooks is available!
Author : Jones Staff
Publisher :
ISBN 13 : 9780000956064
Total Pages : pages
Book Rating : 4.9/5 (56 download)
Download or read book Why Satisfied Customers Defect written by Jones Staff and published by . This book was released on 1995-01-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Allam Hamdan
Publisher : Springer Nature
ISBN 13 : 3031621026
Total Pages : 1016 pages
Book Rating : 4.0/5 (316 download)
Download or read book Business Development via AI and Digitalization written by Allam Hamdan and published by Springer Nature. This book was released on with total page 1016 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Dr Aloysius O.C
Publisher : Archers & Elevators Publishing House
ISBN 13 : 938880516X
Total Pages : pages
Book Rating : 4.3/5 (888 download)
Download or read book Performance Evaluation And Customer Satisfaction Of Public Sector Banks And New Generation Private Sector Banks In The Post Liberalised Era written by Dr Aloysius O.C and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : David Holman
Publisher : John Wiley & Sons
ISBN 13 : 0470022167
Total Pages : 270 pages
Book Rating : 4.4/5 (7 download)
Download or read book The Essentials of the New Workplace written by David Holman and published by John Wiley & Sons. This book was released on 2005-05-05 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt: The original hardback edition of The New Workplace examined modern business terms such as total quality management, just-in-time production, e-business, lean manufacturing and teleworking. It explored what these terms really mean and what effect they have in practice - especially their impact on productivity and performance and their social and psychological consequences. This paperback is a shorter, revised version of the original book. It will focus on working practices, especially technology orientated ones, which are the most relevant and innovative for consultants.
Author : Lawrence Fogli
Publisher : John Wiley & Sons
ISBN 13 : 9780787983109
Total Pages : 348 pages
Book Rating : 4.9/5 (831 download)
Download or read book Customer Service Delivery written by Lawrence Fogli and published by John Wiley & Sons. This book was released on 2006-02-02 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Alan Wilson
Publisher : McGraw Hill
ISBN 13 : 1526847817
Total Pages : 539 pages
Book Rating : 4.5/5 (268 download)
Download or read book EBK: Services Marketing: Integrating Customer Service Across the Firm 4e written by Alan Wilson and published by McGraw Hill. This book was released on 2020-10-07 with total page 539 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 :
Publisher :
ISBN 13 :
Total Pages : 774 pages
Book Rating : 4.F/5 ( download)
Download or read book Dissertation Abstracts International written by and published by . This book was released on 2006 with total page 774 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Peter M. Nardi
Publisher : Routledge
ISBN 13 : 131726097X
Total Pages : 269 pages
Book Rating : 4.3/5 (172 download)
Download or read book Doing Survey Research written by Peter M. Nardi and published by Routledge. This book was released on 2015-11-17 with total page 269 pages. Available in PDF, EPUB and Kindle. Book excerpt: The significantly updated third edition of this short, practical book prepares students to write a questionnaire, generate a sample, conduct their own survey research, analyse data, and write up the results, while learning to read and interpret excerpts from published research. It combines statistics and survey research methods in a single book.
Author : James L. Heskett
Publisher : Simon and Schuster
ISBN 13 : 1439136122
Total Pages : 403 pages
Book Rating : 4.4/5 (391 download)
Download or read book The Value Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 2010-05-11 with total page 403 pages. Available in PDF, EPUB and Kindle. Book excerpt: James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold assertion is the authors' indisputable conclusion supported by thirty-one years of groundbreaking research: today's employee satisfaction, loyalty, and commitment strongly influences tomorrow's customer satisfaction, loyalty, and commitment and ultimately the organization's profit and growth -- a quantifiable set of associations the authors call the value profit chain. In what may be the most far-reaching study ever undertaken of the strategic importance of the employee-customer relationship, Heskett, Sasser, and Schlesinger offer profound new insights into the life-long value of both employees and customers and the increasingly important concept of employee-relationship management. Readers will discover how organizations as diverse as aluminum maker Alcoa, travel agency Rosenbluth International, and the Willow Creek Community Church treat employees like customers (in the case of Willow Creek, volunteers as well). Conversely, the authors show how advertising agency Merkley Newman Harty and financial services provider ING Direct treat customers like employees, pursuing the ones they want most. At the Vanguard Group, Cisco Systems, and Southwest Airlines, both practices are common. The authors explain how these organizations and many others -- whether large or small, public or private, or not-for-profit -- achieve profitability and growth or the equivalent by leveraging results and process quality to deliver differentiated products and services at the lowest cost. Timely, essential, and important reading, The Value Profit Chain should be readily accessible on the desk of every forward-thinking manager.
Author : ALOK KUMAR RAI
Publisher : PHI Learning Pvt. Ltd.
ISBN 13 : 8120346955
Total Pages : 529 pages
Book Rating : 4.1/5 (23 download)
Download or read book CUSTOMER RELATIONSHIP MANAGEMENT written by ALOK KUMAR RAI and published by PHI Learning Pvt. Ltd.. This book was released on 2012-12-05 with total page 529 pages. Available in PDF, EPUB and Kindle. Book excerpt: This thoroughly revised and enlarged edition brings to light the latest developments taking place in the area of Customer Relationship Management (CRM), and focuses on current CRM practices of various service industries. This edition is organised into five parts containing 19 chapters. Part I focuses on making the readers aware of the conceptual and literary developments, and also on the strategic implementation of the concepts. Part II discusses the research aspects of CRM. Part III deals with the applications of information technologies in CRM. Part IV provides the various newer and emerging concepts in CRM. Finally, Part V analyses the CRM applications in various sectors, industries and companies. Primarily intended as a textbook for the students of Management, the book would prove to be an invaluable asset for professionals in service industries. New to This Edition Includes five new chapters, namely Research Techniques and Methods in Customer Relationship Management; Customer Satisfaction; Customer Loyalty; Service Quality; and Service Recovery Management, along with several additions of new text and revisions of the existing text. Provides latest advancements in CRM to keep the students abreast of these developments. Gives as many as 16 Case Studies with critical analysis of different industries to help the readers understand the subject. Covers a number of illustrations to elucidate the concepts discussed. Gives Project Assignment in each chapter.
Author : Dr Kasturi Rohit Naik Dr Srinivasan R Iyengar
Publisher : Archers & Elevators Publishing House
ISBN 13 : 9386501678
Total Pages : pages
Book Rating : 4.3/5 (865 download)
Download or read book An Analytical Study On Job Role Stressors, Employee Performance And Service Effectiveness Using Servqual Approach written by Dr Kasturi Rohit Naik Dr Srinivasan R Iyengar and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Santos, José Duarte
Publisher : IGI Global
ISBN 13 : 1668485761
Total Pages : 476 pages
Book Rating : 4.6/5 (684 download)
Download or read book Management and Marketing for Improved Retail Competitiveness and Performance written by Santos, José Duarte and published by IGI Global. This book was released on 2023-07-28 with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt: The growth of companies' online presences is an unquestionable reality. However, not everything goes online, and the physical presences of companies continue to exist, with the physical retail point of sale as a place for experimentation and immediate consumption, brand showroom, and support for online sales, which are fundamental to the shopping experience. Managing a retail point of sale implies acting on several fronts, bearing in mind the market requirements, the point of sale's brand strategy, the strategies of the brands being sold, and all other aspects related to the management of a business, while considering the specificities of a retail point of sale. Management and Marketing for Improved Retail Competitiveness and Performance provides knowledge and skills to allow readers to understand and apply the different concepts, techniques, and tools to manage a retail point of sale in the various aspects of a business. Covering key topics such as advertising, client loyalty, and merchandising, this premier reference source is ideal for business owners, managers, marketers, researchers, scholars, academicians, practitioners, instructors, and students.
Author : Salih Kusluvan
Publisher : Nova Publishers
ISBN 13 : 9781590336304
Total Pages : 876 pages
Book Rating : 4.3/5 (363 download)
Download or read book Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry written by Salih Kusluvan and published by Nova Publishers. This book was released on 2003 with total page 876 pages. Available in PDF, EPUB and Kindle. Book excerpt: The tourism industry, of which the hospitality industry is the core element, is one of the largest and the fastest growing industries world-wide. According to World Tourism Organisation forecasts, the industry will continue to grow and employ more people in the twenty-first century. In parallel with the growth of the tourism and hospitality industry world-wide, consumer expectations and demands for quality are rising while consumer tastes are varying on the one hand, and competition among the firms, both nationally and internationally, is intensifying on the other. In this business environment of heightened consumer expectations, distinct market segments that demand unique products and services, and stiff competition, tourism and hospitality organisations are looking for ways to excel in service quality, customer satisfaction, competition and performance. This book takes the view that employees are one of the most, if not the most, important resources or assets for tourism and hospitality organisations in their endeavour to provide excellent service, meet and exceed consumer expectations, achieve competitive advantage and exceptional organisational performance. The purpose of this book is to emphasise the critical role of employees for tourism and hospitality organisations and to examine the ways and means of managing their attitudes and behaviours for the mutual benefit of both parties: tourism and hospitality organisations and their employees.
Author : David Holman
Publisher : John Wiley & Sons
ISBN 13 : 0470859156
Total Pages : 464 pages
Book Rating : 4.4/5 (78 download)
Download or read book The New Workplace written by David Holman and published by John Wiley & Sons. This book was released on 2003-07-07 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Just-in-time", "total quality management", "lean manufacturing", "call centres", "team work", "empowerment" - most people in business have heard these buzz words, often offered as a panacea to all profit ills. So why don't they always work? Can you combine them anyhow? If not, why not? The New Workplace Handbook is a comprehensive guide to the evidence available on how modern working practices and technology affect the people in organizations. Within a broad psychological framework, leading experts examine how people work, their experience of work, the impact on productivity and performance and the human resource implications. Guidance is offered on a range of different methods, tools and practices that can be used to guide the design and implementation of modern working practices to ensure that pitfalls are avoided and the best possible results are obtained from new initiatives. Indispensable for consultants, this Handbook will also be useful for students and scholars in the psychology of business, human resource professionals and anyone involved in the management of new working practices.
Author : Kenneth Merchant
Publisher : Syngress
ISBN 13 : 0080965954
Total Pages : 81 pages
Book Rating : 4.0/5 (89 download)
Download or read book Strategy Mapping: An Interventionist Examination of a Homebuilder's Performance Measurement and Incentive Systems written by Kenneth Merchant and published by Syngress. This book was released on 2010-01-18 with total page 81 pages. Available in PDF, EPUB and Kindle. Book excerpt: What part does customer and employee satisfaction play in overall business success? Management Accountants developing business models must consider this question, especially if they are taking the popular "balanced scorecard" or "strategy mapping" approaches to performance measurement. When doing so, stating cause-and-effect relationships between measurable factors like satisfaction and profitability is common practice. However, few companies test their own hypotheses. If the links are incorrect, these models can actually guide the firm down a path to failure. Strategy Mapping: An Interventionist Examination of a Homebuilder's Performance Measurement and Incentive Systems reveals the findings of state-of-the-art interventionist research on a major US homebuilder. The core claims of this company's business model were positive effects in the future due to improvements in customer and employee satisfaction. Tests were made on the validity of these claims to discover how much we can rely on these factors to improve performance. This report also examines how effective various measurement alternatives are through analysis of data compiled by different consulting companies. The results reveal that the links between satisfaction and performance is less strong and more complex than the company had assumed: these measures cannot be relied upon to guarantee increased performance. Managers must have a sophisticated understanding of performance measurement systems and to test their strategy maps empirically, rather than relying on their intuitions. This report demonstrates how you can achieve both. - State-of-the-art interventionist research: new method in which researchers interact with the subject of the research, monitoring the effects of their input - Helps managers protect their businesses from bad business models through sophisticated understanding of likely causes of success - Shows managers how to analyse data in balanced scorecards and strategy maps to draw reliable conclusions to make the best decisions for their business
Author : Brigita Janiūnaitė
Publisher : Academic Conferences Limited
ISBN 13 : 1909507385
Total Pages : 965 pages
Book Rating : 4.9/5 (95 download)
Download or read book Proceedings of the 14th European Conference on Knowledge Management written by Brigita Janiūnaitė and published by Academic Conferences Limited. This book was released on 2013-01-09 with total page 965 pages. Available in PDF, EPUB and Kindle. Book excerpt: The University of Jyvaskyla is proud to welcome the 12th edition of the European Conference in Cyber Warfare to Jyvaskyla. We intend to make this event as enjoyable as possible both on scientific and human aspects. As in previous years, ECCWS will address elements of both theory and practice of all aspects of Information Warfare and Security, and offers an opportunity for academics, practitioners and consultants involved in these areas to come together and exchange ideas. We also wish to attract operational papers dealing with the critical issue that the modern world has to face regarding the evolution of cyberwarfare capabilities development by nation states. The programme for the event promises an extensive range of peer-reviewed papers, networking opportunities and presentations from leaders in the field."
Author : P. Tamizhselvan
Publisher : GRIN Verlag
ISBN 13 : 3346944905
Total Pages : 240 pages
Book Rating : 4.3/5 (469 download)
Download or read book Analysing Factors Influencing Consumer Decision Making Process for Mortgage Services written by P. Tamizhselvan and published by GRIN Verlag. This book was released on 2023-09-25 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Doctoral Thesis / Dissertation from the year 2021 in the subject Business economics - Customer Relationship Management, CRM, grade: Commended, Bharathiar University (Tamil Nadu Institute of Urban Studies), course: Ph.D, language: English, abstract: The consumer attitude towards the various financial services products in the past was very passive and attracted less interest. But after the advent of technology and new forms of internet-based Banking, have had a great impact on consumer's attitudes and how they purchase financial products and services. The financial services providers are not certain of retaining their customers and have resorted to the traditional technique of the relationships building and loyalty practices. This makes it all the more important for financial services providers to understand the attitudes of customers and influence their decision-making and behavioral patterns. Consumers tend to search for product information either explicitly or implicitly depend on the attention, perception and other environmental cues related to information on the product. In literature, the choice of a mortgage is conceptualized as a function of value, prepayment, points, type of mortgage sought, etc. A prerequisite for consumers to make good decisions is to have all the relevant information therefore Banks must adopt a mandatory disclosure policy to facilitate this information search.
