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Author : Jeff Toister
Publisher : AMACOM/American Management Association
ISBN 13 : 0814431992
Total Pages : 210 pages
Book Rating : 4.8/5 (144 download)
Download or read book Service Failure written by Jeff Toister and published by AMACOM/American Management Association. This book was released on 2013 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: What causes poor customer service? You might be surprised.
Author : Klaus Schöfer
Publisher : diplom.de
ISBN 13 : 3832462910
Total Pages : 283 pages
Book Rating : 4.8/5 (324 download)
Download or read book Customer Evaluations of Service Failure and Recovery Encounters written by Klaus Schöfer and published by diplom.de. This book was released on 2003-01-10 with total page 283 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: Although many firms may aspire to offer zero defects service, the possibility of service failures cannot be wholly eliminated simply because of the variety of factors that may impact on the delivery process. Consequently, the manner in which firms respond to service failures is increasingly seen as a factor that may separate the more successful firms form the others. This response, termed service recovery, is defined as the process by which the firm attempts to rectify a service failure. Some researchers suggest that a firm s response to failures can either reinforce customer relationships or exacerbate the negative effects of the failure. In fact, some assert that it is often a firm s response to a failure, rather than the failure itself, that triggers discontent. Recoveries are critical because customers perceiving poor recovery efforts may dissolve the buyer-seller relationship and purchase elsewhere. Such customer turnover can be costly, especially given that it costs more to win new customers than it does to retain current ones. As a consequence, service failure and recovery encounters have been recognised as critical moments of truth for organisations in their efforts to satisfy and keep customers. Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company s response to service failure and recovery encounters. Using perceived justice theory as a conceptual foundation, the current research develops and tests a model that (1) explains how customers evaluate service failure and recovery encounters and (2) how these evaluations affect customer satisfaction and subsequent post-purchase behaviour and attitudes. The study employed a two-stage research strategy. The first phase of the research included an extensive literature review and exploratory research involving semi-structured interviews and experiments. This first stage resulted in the development of a research model establishing the links between the antecedents and outcomes of customer satisfaction judgments involving service failure and recovery encounters. In the second phase, the proposed conceptual model was evaluated through a self-administered, cross-sectional survey. Respondents were requested to recall a time when they complained to a travel and tourism services provider about a failed [...]
Author : Carol Leonnig
Publisher : Random House
ISBN 13 : 0399589015
Total Pages : 561 pages
Book Rating : 4.3/5 (995 download)
Download or read book Zero Fail written by Carol Leonnig and published by Random House. This book was released on 2021-05-18 with total page 561 pages. Available in PDF, EPUB and Kindle. Book excerpt: NEW YORK TIMES BESTSELLER • “This is one of those books that will go down as the seminal work—the determinative work—in this field. . . . Terrifying.”—Rachel Maddow The first definitive account of the rise and fall of the Secret Service, from the Kennedy assassination to the alarming mismanagement of the Obama and Trump years, right up to the insurrection at the Capitol on January 6—by the Pulitzer Prize winner and #1 New York Times bestselling co-author of A Very Stable Genius and I Alone Can Fix It NAMED ONE OF THE BEST BOOKS OF THE YEAR BY THE WASHINGTON POST Carol Leonnig has been reporting on the Secret Service for The Washington Post for most of the last decade, bringing to light the secrets, scandals, and shortcomings that plague the agency today—from a toxic work culture to dangerously outdated equipment to the deep resentment within the ranks at key agency leaders, who put protecting the agency’s once-hallowed image before fixing its flaws. But the Secret Service wasn’t always so troubled. The Secret Service was born in 1865, in the wake of the assassination of Abraham Lincoln, but its story begins in earnest in 1963, with the death of John F. Kennedy. Shocked into reform by its failure to protect the president on that fateful day in Dallas, this once-sleepy agency was radically transformed into an elite, highly trained unit that would redeem itself several times, most famously in 1981 by thwarting an assassination attempt against Ronald Reagan. But this reputation for courage and excellence would not last forever. By Barack Obama’s presidency, the once-proud Secret Service was running on fumes and beset by mistakes and alarming lapses in judgment: break-ins at the White House, an armed gunman firing into the windows of the residence while confused agents stood by, and a massive prostitution scandal among agents in Cartagena, to name just a few. With Donald Trump’s arrival, a series of promised reforms were cast aside, as a president disdainful of public service instead abused the Secret Service to rack up political and personal gains. To explore these problems in the ranks, Leonnig interviewed dozens of current and former agents, government officials, and whistleblowers who put their jobs on the line to speak out about a hobbled agency that’s in desperate need of reform. “I will be forever grateful to them for risking their careers,” she writes, “not because they wanted to share tantalizing gossip about presidents and their families, but because they know that the Service is broken and needs fixing. By telling their story, they hope to revive the Service they love.”
Author : Bowen, Gordon
Publisher : IGI Global
ISBN 13 : 1522573453
Total Pages : 473 pages
Book Rating : 4.5/5 (225 download)
Download or read book Leveraging Computer-Mediated Marketing Environments written by Bowen, Gordon and published by IGI Global. This book was released on 2019-01-25 with total page 473 pages. Available in PDF, EPUB and Kindle. Book excerpt: Social media has redefined the way marketers communicate with their customers, giving consumers an advantage that they did not have previously. However, recent issues in online communication platforms have increased the challenges faced by marketers in developing and retaining their customers. Practitioners need to develop effective marketing communication programs that incorporate the meaningful forms of sociality into a customer-driven marketing program. Leveraging Computer-Mediated Marketing Environments discusses the nature of heightened interaction between marketers and consumers in the evolving technological environments, particularly on the central nature of online communities and other emerging technologies on dialogic engagement. Additionally, it aims to examine the relevant roles of online communities and emerging technologies in creating and retaining customers through effective dialogue management. Highlighting brand strategy, e-services, and web analytics, it is designed for marketers, brand managers, business managers, academicians, and students.
Author : Bowen, Gordon
Publisher : IGI Global
ISBN 13 : 1466665963
Total Pages : 313 pages
Book Rating : 4.4/5 (666 download)
Download or read book Computer-Mediated Marketing Strategies: Social Media and Online Brand Communities written by Bowen, Gordon and published by IGI Global. This book was released on 2014-10-31 with total page 313 pages. Available in PDF, EPUB and Kindle. Book excerpt: For years, technology has been the impetus for progress in various processes, systems, and businesses; it shows no sign of ceasing further development. The application of technology-driven processes in promotionally-oriented environments has become more and more common in today’s business world. Computer-Mediated Marketing Strategies: Social Media and Online Brand Communities brings together marketing approaches and the application of current technology, such as social networking arenas, to show how this interaction creates a successful competitive advantage. Focusing on qualitative research, various technological tools, and diverse Internet environments, this book is a necessary reference source for academics, management practitioners, students, and professionals interested in the application of technology in promotionally-oriented processes.
Author : Niall Richard Murphy
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1491951176
Total Pages : 552 pages
Book Rating : 4.4/5 (919 download)
Download or read book Site Reliability Engineering written by Niall Richard Murphy and published by "O'Reilly Media, Inc.". This book was released on 2016-03-23 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use
Author : C. David Crouch
Publisher : iUniverse
ISBN 13 : 1491709324
Total Pages : 485 pages
Book Rating : 4.4/5 (917 download)
Download or read book The Excellent Experience written by C. David Crouch and published by iUniverse. This book was released on 2013-11 with total page 485 pages. Available in PDF, EPUB and Kindle. Book excerpt: In his new guide, author C. David Crouch reveals the eighty-three principles of excellentology to help you build excellence in your life. Using "building a house" as a metaphor, he guides you in your own personal journey toward excellence. You can learn how to - lay a strong foundation by developing a mission, vision, principles, and standards; - recognize five pillars of performance that map a clear path toward excellence; - assemble a roof that allows you to measure your progress at the organizational, team, and individual levels; and - improve your ability to lead yourself and others toward excellence. By applying the model in five diverse environments-an organization, a team, a church, a family, and an individual life-Crouch demonstrates its effective use for any endeavor. He also applies his model for excellence to a sixth environment-the United States of America-revealing some interesting considerations. Build a life of joy, peace, significance, and fulfillment for yourself and those around you with The Excellent Experience.
Author : Connecticut. Public Utilities Commission
Publisher :
ISBN 13 :
Total Pages : 802 pages
Book Rating : 4.3/5 (243 download)
Download or read book Annual Report written by Connecticut. Public Utilities Commission and published by . This book was released on 1921 with total page 802 pages. Available in PDF, EPUB and Kindle. Book excerpt: 1911/12 has title: ... First annual report of the Public Utilities Commission to which are added statistical tables compiled from the annual reports of all public service companies of the state for the year ended June 30, 1912.
Author : Connecticut
Publisher :
ISBN 13 :
Total Pages : 1142 pages
Book Rating : 4.:/5 (29 download)
Download or read book Public Documents of the Legislature of Connecticut written by Connecticut and published by . This book was released on 1921 with total page 1142 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Tripathy, B.K.
Publisher : IGI Global
ISBN 13 : 1466649410
Total Pages : 405 pages
Book Rating : 4.4/5 (666 download)
Download or read book Advances in Secure Computing, Internet Services, and Applications written by Tripathy, B.K. and published by IGI Global. This book was released on 2013-12-31 with total page 405 pages. Available in PDF, EPUB and Kindle. Book excerpt: Technological advancements have extracted a vast amount of useful knowledge and information for applications and services. These developments have evoked intelligent solutions that have been utilized in efforts to secure this data and avoid potential complex problems. Advances in Secure Computing, Internet Services, and Applications presents current research on the applications of computational intelligence in order to focus on the challenge humans face when securing knowledge and data. This book is a vital reference source for researchers, lecturers, professors, students, and developers, who have interest in secure computing and recent advanced in real life applications.
Author : Ching-Hsien Hsu
Publisher : Springer
ISBN 13 : 366244917X
Total Pages : 626 pages
Book Rating : 4.6/5 (624 download)
Download or read book Network and Parallel Computing written by Ching-Hsien Hsu and published by Springer. This book was released on 2014-08-23 with total page 626 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the proceedings of the 11th IFIP WG 10.3 International Conference on Network and Parallel Computing, NPC 2014, held in Ilan, Taiwan, in September 2014. The 42 full papers and 24 poster papers presented were carefully reviewed and selected from 196 submissions. They are organized in topical sections on systems, networks, and architectures, parallel and multi-core technologies, virtualization and cloud computing technologies, applications of parallel and distributed computing, and I/O, file systems, and data management.
Author : Abraham Pizam
Publisher : Routledge
ISBN 13 : 1136394168
Total Pages : 708 pages
Book Rating : 4.1/5 (363 download)
Download or read book International Encyclopedia of Hospitality Management written by Abraham Pizam and published by Routledge. This book was released on 2005-04-18 with total page 708 pages. Available in PDF, EPUB and Kindle. Book excerpt: The International Encyclopedia of Hospitality Management covers all of the relevant issues in the field of hospitality management from both a sectoral level: * Lodging * Restaurants * Clubs * Time-share * Conventions As well as a functional one: * Accounting & finance * Marketing * Human resources * Information technology * Facilities management Its unique user-friendly structure enables readers to find exactly the information they require at a glance; whether they require broad detail which takes a more cross-sectional view across each subject field, or more focussed information which looks closely at specific topics and issues within the hospitality industry today. Section Editors: Peter Harris - ACCOUNTING & FINANCE Oxford Brookes University, UK Zheng Gu - ACCOUNTING & FINANCE University of Nevada, Las Vegas, USA Randall Upchurch - CLUB MANAGEMENT & TIMESHARE MANAGEMENT University of Central Florida, USA Patti Shock - EVENT MANAGEMENT University of Nevada, Las Vegas, USA Deborah Breiter - EVENT MANAGEMENT University of Central Florida, USA David Stipanuk - FACILITIES MANAGEMENT Cornell University, USA Darren Lee-Ross - HUMAN RESOURCES MANAGEMENT James Cook University, Australia Gill Maxwell - HUMAN RESOURCES MANAGEMENT Caledonian Glasgow University, UK Dimitrios Buhalis - INFORMATION TECHNOLOGY University of Surrey, UK Allan Stutts - LODGING MANAGEMENT American Intercontinental University, USA Stowe Shoemaker - MARKETING University of Houston, USA Linda Shea - MARKETING University of Massachusetts, USA Dennis Reynolds - RESTAURANTS & FOODSERVICE MANAGEMENT Washington State University, USA Arie Reichel - STRATEGIC MANAGEMENT Ben-Gurion University, Israel
Author : Cloves Carneiro Jr.
Publisher : Apress
ISBN 13 : 1484219376
Total Pages : 258 pages
Book Rating : 4.4/5 (842 download)
Download or read book Microservices From Day One written by Cloves Carneiro Jr. and published by Apress. This book was released on 2016-12-10 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn what a microservices architecture is, its advantages, and why you should consider using one when starting a new application. The book describes how taking a microservices approach from the start helps avoid the complexity and expense of moving to a service-oriented approach after applications reach a critical code base size or traffic load. Microservices from Day One discusses many of the decisions you face when adopting a service-oriented approach and defines a set of rules to follow for easily adopting microservices. The book provides simple guidelines and tips for dividing a problem domain into services. It also describes best practices for documenting and generating APIs and client libraries, testing applications with service dependencies, optimizing services for client performance, and much more. Throughout the book, you will follow the development of a sample project to see how to apply the best practices described. What You Will Learn: Apply guidelines and best practices for developing projects that use microservices Define a practical microservices architecture at the beginning of a project that allows for fast development Define and build APIs based on real-world best practices Build services that easily scale by using tools available in most programming languages Test applications in a distributed environment Who This Book is For: Software engineers and web developers who have heard about microservices, and want to either move the project/applications they work on to a service-oriented environment, or want to start a new project knowing that building services helps with ease of scaling and maintainability. The book is a reference for developers who have a desire to build software in smaller, more focused and manageable chunks, but do not know how to get started.
Author : Zoe Quinn
Publisher : PublicAffairs
ISBN 13 : 1610398092
Total Pages : 256 pages
Book Rating : 4.6/5 (13 download)
Download or read book Crash Override written by Zoe Quinn and published by PublicAffairs. This book was released on 2017-09-05 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: You've heard the stories about the dark side of the internet--hackers, #gamergate, anonymous mobs attacking an unlucky victim, and revenge porn--but they remain just that: stories. Surely these things would never happen to you. Zoe Quinn used to feel the same way. She is a video game developer whose ex-boyfriend published a crazed blog post cobbled together from private information, half-truths, and outright fictions, along with a rallying cry to the online hordes to go after her. They answered in the form of a so-called movement known as #gamergate--they hacked her accounts; stole nude photos of her; harassed her family, friends, and colleagues; and threatened to rape and murder her. But instead of shrinking into silence as the online mobs wanted her to, she raised her voice and spoke out against this vicious online culture and for making the internet a safer place for everyone. In the years since #gamergate, Quinn has helped thousands of people with her advocacy and online-abuse crisis resource Crash Override Network. From locking down victims' personal accounts to working with tech companies and lawmakers to inform policy, she has firsthand knowledge about every angle of online abuse, what powerful institutions are (and aren't) doing about it, and how we can protect our digital spaces and selves. Crash Override offers an up-close look inside the controversy, threats, and social and cultural battles that started in the far corners of the internet and have since permeated our online lives. Through her story--as target and as activist--Quinn provides a human look at the ways the internet impacts our lives and culture, along with practical advice for keeping yourself and others safe online.
Author : Vincent Palamara
Publisher : Trine Day
ISBN 13 : 1937584615
Total Pages : 576 pages
Book Rating : 4.9/5 (375 download)
Download or read book Survivor's Guilt written by Vincent Palamara and published by Trine Day. This book was released on 2013-10-01 with total page 576 pages. Available in PDF, EPUB and Kindle. Book excerpt: Painstakingly researched by an authority on the history of the Secret Service and based on primary, firsthand accounts from more than 80 former agents, White House aides, and family members, this is the definitive account of what went wrong with John F. Kennedy’s security detail on the day he was assassinated. The work provides a detailed look at how JFK could and should have been protected and debunks numerous fraudulent notions that persist about the day in question, including that JFK ordered agents off the rear of his limousine; demanded the removal of the bubble top that covered the vehicle; and was difficult to protect and somehow, directly or indirectly, made his own tragic death easier for an assassin or assassins. This book also thoroughly investigates the threats on the president’s life before traveling to Texas; the presence of unauthorized Secret Service agents in Dealey Plaza, the site of the assassination; the failure of the Secret Service in monitoring and securing the surrounding buildings, overhangs, and rooftops; and the surprising conspiratorial beliefs of several former agents. An important addition to the canon of works on JFK and his assassination, this study sheds light on the gross negligence and, in some cases, seeming culpability, of those sworn to protect the president.
Author : Yahaya Alhassan
Publisher : Business Science Reference
ISBN 13 : 9781799874997
Total Pages : 408 pages
Book Rating : 4.8/5 (749 download)
Download or read book Microfinance and Sustainable Development in Africa written by Yahaya Alhassan and published by Business Science Reference. This book was released on 2021 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book offers great insight into theoretical, policy-oriented and practical ways to address some of the challenges of using microfinance for sustainable development in Africa"--
Author : New York (State). Legislature. Assembly
Publisher :
ISBN 13 :
Total Pages : 1376 pages
Book Rating : 4.:/5 (3 download)
Download or read book Documents of the Assembly of the State of New York written by New York (State). Legislature. Assembly and published by . This book was released on 1918 with total page 1376 pages. Available in PDF, EPUB and Kindle. Book excerpt:
