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Author : Hawley Atkinson
Publisher :
ISBN 13 : 9788175140080
Total Pages : 405 pages
Book Rating : 4.1/5 (4 download)
Download or read book Linking Quality To Profits: Quality-Based Cost Management written by Hawley Atkinson and published by . This book was released on 1995 with total page 405 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : John Hawley Atkinson
Publisher :
ISBN 13 : 9789810077020
Total Pages : 405 pages
Book Rating : 4.0/5 (77 download)
Download or read book Linking Quality to Profits written by John Hawley Atkinson and published by . This book was released on 1996 with total page 405 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : John Hawley Atkinson
Publisher : ASQ Quality Press
ISBN 13 :
Total Pages : 432 pages
Book Rating : 4.3/5 ( download)
Download or read book Linking Quality to Profits written by John Hawley Atkinson and published by ASQ Quality Press. This book was released on 1994 with total page 432 pages. Available in PDF, EPUB and Kindle. Book excerpt: Gives directions for companies making quality improvement an element of financial performance, and discusses tools and methods linking quality and the bottom line in companies such as Xerox Corp., Heinz Co., and Westinghouse Electric Corp. Covers strategic quality planning, quality-based cost management, cost-driver analysis, and project selection,
Author : Institute of Medicine
Publisher : National Academies Press
ISBN 13 : 0309036437
Total Pages : 580 pages
Book Rating : 4.3/5 (9 download)
Download or read book For-Profit Enterprise in Health Care written by Institute of Medicine and published by National Academies Press. This book was released on 1986-01-01 with total page 580 pages. Available in PDF, EPUB and Kindle. Book excerpt: "[This book is] the most authoritative assessment of the advantages and disadvantages of recent trends toward the commercialization of health care," says Robert Pear of The New York Times. This major study by the Institute of Medicine examines virtually all aspects of for-profit health care in the United States, including the quality and availability of health care, the cost of medical care, access to financial capital, implications for education and research, and the fiduciary role of the physician. In addition to the report, the book contains 15 papers by experts in the field of for-profit health care covering a broad range of topicsâ€"from trends in the growth of major investor-owned hospital companies to the ethical issues in for-profit health care. "The report makes a lasting contribution to the health policy literature." â€"Journal of Health Politics, Policy and Law.
Author : Eid, Riyad
Publisher : IGI Global
ISBN 13 : 1466636327
Total Pages : 427 pages
Book Rating : 4.4/5 (666 download)
Download or read book Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies written by Eid, Riyad and published by IGI Global. This book was released on 2013-03-31 with total page 427 pages. Available in PDF, EPUB and Kindle. Book excerpt: Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication highlights technologys involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, and professionals, as well as academics and students interested in this constantly changing field.
Author : James L. Heskett
Publisher : Simon and Schuster
ISBN 13 : 1439108307
Total Pages : 345 pages
Book Rating : 4.4/5 (391 download)
Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 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 : Shu Chen Hou
Publisher : KOKOSHUNGSAN®
ISBN 13 :
Total Pages : 153 pages
Book Rating : 4./5 ( download)
Download or read book Be the Best Affiliate: Essential Guide To Affiliate Profits written by Shu Chen Hou and published by KOKOSHUNGSAN®. This book was released on with total page 153 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introducing "Be the Best Affiliate: Essential Guide To Affiliate Profits," your ultimate roadmap to unlocking the incredible potential of affiliate marketing. If you've ever dreamed of turning your online presence into a profitable venture, this book is your key to success. Affiliate marketing doesn't have to be a mystery. With our comprehensive guide, you'll gain the knowledge, strategies, and tactics needed to become a top-tier affiliate marketer. Whether you're a seasoned pro looking to boost your earnings or a beginner taking your first steps, this book is your indispensable companion. Inside, you'll discover the secrets of creating engaging content, driving targeted traffic, and choosing the right affiliate programs. You'll master the art of building trust with your audience, maintaining ethical standards, and measuring your success. We'll show you how to navigate the complex world of SEO, social media, and email marketing. Plus, you'll learn how to negotiate better commission rates, diversify your income sources, and stay updated with the latest industry trends. Don't miss out on the opportunity to elevate your affiliate marketing game. "Be the Best Affiliate" is the guide you need to transform your online presence into a thriving affiliate business. Start your journey to affiliate profits today!
Author : Steve Baron
Publisher : SAGE Publications
ISBN 13 : 1412931223
Total Pages : 217 pages
Book Rating : 4.4/5 (129 download)
Download or read book Relationship Marketing written by Steve Baron and published by SAGE Publications. This book was released on 2010-05-05 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this exciting new book the authors explore the factors of relationship marketing in its contemporary context, with the consumer in mind. From the experience of a football club supporter to experiences of gap year travel, to text messaging behavior, and to using the library, the focus of this text is on the consumer perspective. From this angle, issues of relationship marketing, and its management, take on a new and exciting bearing. Topics examined include: frameworks for analyzing the consumer experience; consumer communities; issues of customer loyalty; the impact of ICT on relationship marketing; and the creative consumer.
Author : Valarie A. Zeithaml
Publisher : Simon and Schuster
ISBN 13 : 0743205901
Total Pages : 314 pages
Book Rating : 4.7/5 (432 download)
Download or read book Driving Customer Equity written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2001-02-21 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: In their efforts to become more customer-focused, companies everywhere find themselves entangled in outmoded systems, metrics, and strategies rooted in their product-centered view of the world. Now, to ease this shift to a customer focus, marketing strategy experts Roland T. Rust, Valarie A. Zeithaml, and Katherine N. Lemon have created a dynamic new model they call "Customer Equity," a strategic framework designed to maximize every firm's most important asset, the total lifetime value of its customer base. The authors' Customer Equity Framework yields powerful insights that will help any business increase the value of its customer base. Rust, Zeithaml, and Lemon introduce the three drivers of customer equity -- Value Equity, Brand Equity, and Retention Equity -- and explain in clear, nontechnical language how managers can base their strategies on one or a combination of these drivers. The authors demonstrate in this breakthrough book how managers can build and employ competitive metrics that reveal their company's Customer Equity relative to their competitors. Based on these metrics, they show how managers can determine which drivers are most important in their industry, how they can make efficient strategic trade-offs between expenditures on these drivers, and how to project a financial return from these expenditures. The final section devotes two chapters to the Customer Pyramid, an approach that segments customers based on their long-term profitability, and an especially important chapter examines the Internet as the ultimate Customer Equity tool. Here the authors show how companies such as Intuit.com, Schwab.com, and Priceline.com have used more than one or all three drivers to increase Customer Equity. In this age of one-to-one marketing, understanding how to drive Customer Equity is central to the success of any firm. In particular, Driving Customer Equity will be essential reading for any marketing manager and, for that matter, any manager concerned with growing the value of the firm's customer base.
Author : Christine Avery
Publisher : Routledge
ISBN 13 : 1134840241
Total Pages : 711 pages
Book Rating : 4.1/5 (348 download)
Download or read book The Quality Management Sourcebook written by Christine Avery and published by Routledge. This book was released on 2002-09-11 with total page 711 pages. Available in PDF, EPUB and Kindle. Book excerpt: The concept of Quality Management began in the manufacturing sector, but a growing concern with quality in other areas of the economy has led to its wider application in service industries, government, education, and other not-for-profit agencies. A great quantity of material related to quality management has been produced in recent years, much of it by small presses, professional and trade associations, and consultants. The Quality Management Sourcebook is the first in-depth, international guide to the most useful material and sources of information. The book begins with the origins of quality management, explains how it evolved, examines its current situation, and explores the future. The book is divided into five main sections: * Introduction: General sources for information * Applications of total quality management * Focus on specific aspects of quality management * Quality in the future * Resource materials The Quality Management Sourcebook is an essential reference for everybody involved in either the theory or practice of quality management: in manufacturing, retail, banking, and insurance, the utilities industry, the transportation industry, health, education and other public services. Over 900 citations cover books, journal articles, technical reports, video training materials and software. Each is followed by a descriptive annotation. Resource materials include strategies for locating additional information; training materials; organizations; and consultants. The book concludes with a glossary of quality management terms, a name index, a title index, and a detailed subject index.
Author :
Publisher :
ISBN 13 :
Total Pages : 664 pages
Book Rating : 4.U/5 (183 download)
Download or read book Army RD & A. written by and published by . This book was released on 1982 with total page 664 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :
Publisher :
ISBN 13 :
Total Pages : 72 pages
Book Rating : 4.:/5 (31 download)
Download or read book Army R, D & A. written by and published by . This book was released on 1984-03 with total page 72 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Alan Wilson
Publisher : McGraw Hill
ISBN 13 : 007714659X
Total Pages : 587 pages
Book Rating : 4.0/5 (771 download)
Download or read book EBOOK: Services Marketing: Integrating Customer Focus Across the Firm written by Alan Wilson and published by McGraw Hill. This book was released on 2012-06-16 with total page 587 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach. The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing. In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking. In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students.
Author : Naresh Malhotra
Publisher : Routledge
ISBN 13 : 1351550969
Total Pages : 216 pages
Book Rating : 4.3/5 (515 download)
Download or read book Review of Marketing Research written by Naresh Malhotra and published by Routledge. This book was released on 2017-09-25 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: First Published in 2017. Routledge is an imprint of Taylor & Francis, an Informa company.
Author : Prentice Catherine
Publisher : World Scientific
ISBN 13 : 9811203563
Total Pages : 228 pages
Book Rating : 4.8/5 (112 download)
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.
Author : Fin Rooney
Publisher : Quality Press
ISBN 13 : 0873899652
Total Pages : 167 pages
Book Rating : 4.8/5 (738 download)
Download or read book Senior Management and Quality written by Fin Rooney and published by Quality Press. This book was released on 2018-01-12 with total page 167 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Not just another quality tools book. I wish all senior managers would read this...Anyone who is interested in how quality is embedded in all aspects of business should get this book." Holly Hickman Director, Customer Quality, Constellium In this original and practical book, Fin Rooney strips back the myths surrounding quality. He goes back to original principles in deciding what quality means, and then proceeds to show how it can have a positive influence on all departments. He suggests that every department should have quality objectives in order to generate a quality culture. This book will change how you look at quality. You will see how you can use it to drive improvement, cost savings, and better profitability in your organization. It will look at using quality not just as a tool for making good products or delivering a good service, but as a strategic weapon in the marketplace. Full of helpful questions and thought-provoking ideas, Senior Management and Quality will ensure you have interesting conversations with senior managers and how they view quality. For senior managers, it gives a framework for devising a coordinated quality strategy, involving every department in quality, and showing how an embedded quality strategy can create virtuous circles of improvement. Among many features, this book: Explains how we can turn our quality departments and staff into a strategic, value-adding serviceGives a neater definition of quality that can be applied to any department in any organizationShows the relationships between quality and suppliers, customers, and internal departmentsAddresses the issues that can arise with the department that is the most important one in determining product quality: R & DReassesses our view of company and quality objectivesReviews the role of quality personnel, and how we can use them as internal consultantsInvestigates how quality can influence training and change managementTakes a fresh look at objectives and metrics, and the problems and contradictions with some of the common ones in useLooks at some of the deficiencies with Six Sigma With over 30 years in quality, Fin Rooney has put together the results of that experience in the real business world and come up with a practical approach to using quality as a way to improve your organizations performance in all areas.
Author :
Publisher :
ISBN 13 :
Total Pages : 844 pages
Book Rating : 4.F/5 ( download)
Download or read book Electronic Business written by and published by . This book was released on 1992 with total page 844 pages. Available in PDF, EPUB and Kindle. Book excerpt:
