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Author :
Publisher :
ISBN 13 :
Total Pages : 0 pages
Book Rating : 4.:/5 (128 download)
Download or read book Journal of Historical Research in Marketing written by and published by . This book was released on 2011 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : W. Earl Sasser
Publisher : Simon and Schuster
ISBN 13 : 1439108307
Total Pages : 343 pages
Book Rating : 4.4/5 (391 download)
Download or read book Service Profit Chain written by W. Earl Sasser and published by Simon and Schuster. This book was released on 1997-04-10 with total page 343 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Author : Travis T. York
Publisher : Information Age Publishing
ISBN 13 : 9781641134750
Total Pages : 346 pages
Book Rating : 4.1/5 (347 download)
Download or read book Service-Learning to Advance Access and Success written by Travis T. York and published by Information Age Publishing. This book was released on 2019 with total page 346 pages. Available in PDF, EPUB and Kindle. Book excerpt: "In an effort to support these movements, this volume of the Advances in Service-Learning Research series, Service-Learning to Advance Access & Success: Bridging Institutional and Community Capacity, focuses on how service-learning can advance access and success. Not simply access and success of students, but the ways that service-learning can advance access and success for all through bridging institutional and community capacity building. The chapters in this volume serve as a testament to the ways in which service-learning research continue to be advanced by thoughtful scholar-practitioners. The 12 chapters included in this volume are organized into three sections. The first section focuses on how institutional and community partnerships can be leveraged to build community capacity. The second section focuses on how institutions might build their own capacity to effect change for the good of society. The third and final section focuses on six studies exploring the relationship service-learning pedagogy has with access and success for students. Of the six studies, three are situated within the context of teacher-preparation programs"--
Author : Information Resources Management Association
Publisher : Information Science Reference
ISBN 13 : 9781668438770
Total Pages : pages
Book Rating : 4.4/5 (387 download)
Download or read book Research Anthology on Service Learning and Community Engagement Teaching Practices written by Information Resources Management Association and published by Information Science Reference. This book was released on 2021-12-30 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: The need for more empathetic and community-focused students must begin with educators, as service-learning has begun to grow in popularity throughout the years. By implementing service and community aspects into the classroom at an early age, educators have a greater chance of influencing students and creating a new generation of service-minded individuals who care about their communities. Teachers must have the necessary skills and current information available to them to provide students with quality service learning and community engagement curricula. The Research Anthology on Service Learning and Community Engagement Teaching Practices provides a thorough investigation of the current trends, best practices, and challenges of teaching practices for service learning and community engagement. Using innovative research, it outlines the struggles, frameworks, and recommendations necessary for educators to engage students and provide them with a comprehensive education in service learning. Covering topics such as lesson planning, teacher education, and cultural humility, it is a crucial reference for educators, administrators, universities, lesson planners, researchers, academicians, and students.
Author : United States. National Bureau of Standards
Publisher :
ISBN 13 :
Total Pages : 244 pages
Book Rating : 4.F/5 ( download)
Download or read book Journal of Research written by United States. National Bureau of Standards and published by . This book was released on 1971 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : United States. National Bureau of Standards
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (31 download)
Download or read book Journal of Research of the National Bureau of Standards written by United States. National Bureau of Standards and published by . This book was released on 1969 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Carrie Forbes
Publisher : Rowman & Littlefield
ISBN 13 : 153815370X
Total Pages : 313 pages
Book Rating : 4.5/5 (381 download)
Download or read book Academic Libraries and Collaborative Research Services written by Carrie Forbes and published by Rowman & Littlefield. This book was released on 2022-08-16 with total page 313 pages. Available in PDF, EPUB and Kindle. Book excerpt: Higher education institutions in the United States and across the globe, are realizing the importance of enabling internal and external collaborative work, e.g., interdisciplinary research and community partnerships. In recent years, researchers have documented the benefits of organizational collaboration for research including greater efficiency, effectiveness, and enhanced research reputation. In addition, accreditors, foundations, business, and government agencies have been espousing the value of collaboration for knowledge creation and research and improved organizational functioning. As a result of both the external pressures and the known benefits, many forms of internal and external research collaborations have begun to emerge in higher education. At the heart of this change, academic libraries, who have long been models for collaborative work, are increasingly participating in the research process by providing a widening range of research services beyond traditional reference services. Innovative library services, in areas such as bibliometric analysis, research data management, and data repositories, are evolving in response to changes in education funding and policies. These funding and policy changes have also coincided with technological developments to create opportunities for academic librarians to find new roles within their institutions and the research community. There is a growing body of literature examining these changing academic library roles, but few volumes have concentrated on how the nature of collaborative work in libraries is helping to reshape institutional research practices. Academic Libraries and Collaborative Research Services fills that void by providing academic librarians and administrators with case studies and guidance on how academic libraries are establishing their place in this new collaborative research arena in the areas of emerging liaison roles, research data services, open access and scholarly publishing, and professional development programming. The book will also be useful to higher education administrators and institutional research officers looking for information on how to partner with libraries to increase the effectiveness of collaborative research.
Author :
Publisher :
ISBN 13 :
Total Pages : 340 pages
Book Rating : 4.3/5 (121 download)
Download or read book Journal of Research of the National Bureau of Standards written by and published by . This book was released on 1971 with total page 340 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book ABA Journal written by and published by . This book was released on 1981-04 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ABA Journal serves the legal profession. Qualified recipients are lawyers and judges, law students, law librarians and associate members of the American Bar Association.
Download or read book ABA Journal written by and published by . This book was released on 1977-11 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ABA Journal serves the legal profession. Qualified recipients are lawyers and judges, law students, law librarians and associate members of the American Bar Association.
Author : United States. Superintendent of Documents
Publisher :
ISBN 13 :
Total Pages : 1194 pages
Book Rating : 4.:/5 (29 download)
Download or read book Monthly Catalog of United States Government Publications written by United States. Superintendent of Documents and published by . This book was released on 1972 with total page 1194 pages. Available in PDF, EPUB and Kindle. Book excerpt: February issue includes Appendix entitled Directory of United States Government periodicals and subscription publications; September issue includes List of depository libraries; June and December issues include semiannual index.
Download or read book ABA Journal written by and published by . This book was released on 1979-11 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ABA Journal serves the legal profession. Qualified recipients are lawyers and judges, law students, law librarians and associate members of the American Bar Association.
Download or read book ABA Journal written by and published by . This book was released on 1978-10 with total page 150 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ABA Journal serves the legal profession. Qualified recipients are lawyers and judges, law students, law librarians and associate members of the American Bar Association.
Author : F. Gallouj
Publisher : Edward Elgar Publishing
ISBN 13 : 1849803307
Total Pages : 823 pages
Book Rating : 4.8/5 (498 download)
Download or read book The Handbook of Innovation and Services written by F. Gallouj and published by Edward Elgar Publishing. This book was released on 2011-11-01 with total page 823 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'This book represents a significant step towards dealing with the lacuna constituted by the inadequacy of the literature on the services. And, as such, it approaches its task from a variety of directions.' From the foreword by William J. Baumol, New York University, US 'The Handbook of Innovation and Services is an exceptional volume. Its contributors, including Faïz Gallouj, William Baumol, Jean Gadrey, and Pascal Petit, are among the major thinkers in both the fields of the economics of services and the economics of innovation. Selected topics include the "cost disease", services innovation in the global economy, social innovation in the services, and innovation and employment in services. The book, I am sure, will become a standard reference volume in both these fields in the ensuing years.' Edward Wolff, New York University, US This Handbook brings together 49 international specialists to address an issue of increasing importance for the world's post-industrial economies; innovation as it relates to services. Contemporary economies have two fundamental characteristics. Firstly, they are service economies in as much as services account for more than 70 per cent of the wealth and jobs in most developed countries. Secondly, they are innovation economies as recent decades have seen an unprecedented development of scientific, technological, organisational and social innovations. This Handbook expertly links these two major characteristics in order to investigate the role of innovation in services, an issue that until now has been inadequately explored and one that poses many theoretical and operational challenges. This comprehensive volume encompasses the views of eminent scholars from a range of disciplines including economics, management, sociology and geography, and draws on a number of different analytical and methodological perspectives. With its multi-disciplinary approach this Handbook will be an invaluable reference source for academics and students in the fields of economics, management and the geography of services and innovation. Public authorities and managers in the service sector will also find this book fascinating.
Author : Robert F. Lusch
Publisher : Routledge
ISBN 13 : 1317454642
Total Pages : 468 pages
Book Rating : 4.3/5 (174 download)
Download or read book The Service-Dominant Logic of Marketing written by Robert F. Lusch and published by Routledge. This book was released on 2014-12-18 with total page 468 pages. Available in PDF, EPUB and Kindle. Book excerpt: Expanding on the editors' award-winning article "Evolving to a New Dominant Logic for Marketing," this book presents a challenging new paradigm for the marketing discipline. This new paradigm is service-oriented, customer-oriented, relationship-focused, and knowledge-based, and places marketing, once viewed as a support function, central to overall business strategy. Service-dominant logic defines service as the application of competencies for the benefit of another entity and sees mutual service provision, rather than the exchange of goods, as the proper subject of marketing. It moves the orientation of marketing from a "market to" philosophy where customers are promoted to, targeted, and captured, to a "market with" philosophy where the customer and supply chain partners are collaborators in the entire marketing process. The editors elaborate on this model through an historical analysis, clarification, and extension of service-dominant logic, and distinguished marketing thinkers then provide further insight and commentary. The result is a more comprehensive and inclusive marketing theory that will challenge both current thinking and marketing practice.
Author : National Agricultural Library (U.S.)
Publisher :
ISBN 13 :
Total Pages : 1392 pages
Book Rating : 4.3/5 (91 download)
Download or read book Serials Currently Received by the National Agricultural Library, 1975 written by National Agricultural Library (U.S.) and published by . This book was released on 1976 with total page 1392 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book ABA Journal written by and published by . This book was released on 1979-01 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ABA Journal serves the legal profession. Qualified recipients are lawyers and judges, law students, law librarians and associate members of the American Bar Association.
