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Author : Christian Homburg
Publisher :
ISBN 13 :
Total Pages : 80 pages
Book Rating : 4.:/5 (554 download)
Download or read book Social Identity and the Service Profit Chain written by Christian Homburg and published by . This book was released on 2008 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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 : James L. Heskett
Publisher : Berrett-Koehler Publishers
ISBN 13 : 1626565864
Total Pages : 324 pages
Book Rating : 4.6/5 (265 download)
Download or read book What Great Service Leaders Know and Do written by James L. Heskett and published by Berrett-Koehler Publishers. This book was released on 2015-09-01 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.” Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the “service trifecta”—wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, “sense and respond,” operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.
Author : Bo Edvardsson
Publisher : Springer Nature
ISBN 13 : 3030918289
Total Pages : 1031 pages
Book Rating : 4.0/5 (39 download)
Download or read book The Palgrave Handbook of Service Management written by Bo Edvardsson and published by Springer Nature. This book was released on 2022-05-24 with total page 1031 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
Author : Beatrice Luceri
Publisher : Springer Nature
ISBN 13 : 3031120272
Total Pages : 187 pages
Book Rating : 4.0/5 (311 download)
Download or read book Managing Sustainability written by Beatrice Luceri and published by Springer Nature. This book was released on 2022-09-14 with total page 187 pages. Available in PDF, EPUB and Kindle. Book excerpt: Companies and policy makers are prioritizing environmental, social, and governance goals as part of their strategies. Academic research has started to focus on these issues, but many important matters require deeper investigation and reflection, especially in specific sectors. This book focuses on the sustainability issues within the retailing and services sectors. Starting the discussion around research-knowledge on CSR, the authors discuss the strategic aspects of managing sustainability in retailing and service companies and offer recommendations to effectively manage the marketing levers for sustainability. Readers will benefit from an in-depth analysis of the social responsibility practices of major retailers and their strategies. The authors also take an inside view of CSR by studying the angles of employee perception and job satisfaction, financial performance, and the more recent impact of COVID-19. Using this approach, they highlight the system of relationships existing between stakeholder-related concepts and organizational factors and how they affect sustainability strategy.
Author :
Publisher : John Wiley & Sons
ISBN 13 : 1394310544
Total Pages : 310 pages
Book Rating : 4.3/5 (943 download)
Download or read book written by and published by John Wiley & Sons. This book was released on with total page 310 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Pratima Bansal
Publisher : Oxford University Press
ISBN 13 : 0199584451
Total Pages : 717 pages
Book Rating : 4.1/5 (995 download)
Download or read book The Oxford Handbook of Business and the Natural Environment written by Pratima Bansal and published by Oxford University Press. This book was released on 2012 with total page 717 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Handbook discusses the main issues, research, and theory on business and the natural environment, and how they impact on different business functions and disciplines
Author : Paul P. Maglio
Publisher : Springer
ISBN 13 : 3319985124
Total Pages : 845 pages
Book Rating : 4.3/5 (199 download)
Download or read book Handbook of Service Science, Volume II written by Paul P. Maglio and published by Springer. This book was released on 2018-10-16 with total page 845 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science. The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context. The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems. Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence. These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications. By looking through the eyes of today’s new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume. The handbook is divided into four parts: 1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems–On the Nature of Service Interactions; 3) Service Ecosystems–On the Broad Context of Service; 4) Challenges–On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society. Handbook of Service Science, Volume II offers a thorough reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.
Author : Naresh K Malhotra
Publisher : World Scientific
ISBN 13 : 1944659730
Total Pages : 371 pages
Book Rating : 4.9/5 (446 download)
Download or read book Customer Relationship Marketing: Theoretical And Managerial Perspectives written by Naresh K Malhotra and published by World Scientific. This book was released on 2020-12-04 with total page 371 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Put this on your bookshelf and in your classroom! This is a comprehensive guide to understanding and managing customer relationships from two top scholars and educators.'Dr Linda L PriceUniversity of Wyoming, andEditor, Journal of Consumer ResearchCustomer relationship marketing (CRM) opportunities are embedded in the entire customer journey spanning several touch points across all stages including prepurchase, purchase, and postpurchase stage. Customer relationship marketing evolved from traditional marketing concept and has broadened its scope today, intersecting with the following domains, namely customer buying behavior process models, customer satisfaction and loyalty, service quality, customer relationship management tools and strategies, customer centricity, and customer engagement activities. A comprehensive, state-of-the-art textbook, Customer Relationship Marketing: Theoretical and Managerial Perspectives is organized as follows:
Author : John R. Rossiter
Publisher : Springer Science & Business Media
ISBN 13 : 1441971580
Total Pages : 174 pages
Book Rating : 4.4/5 (419 download)
Download or read book Measurement for the Social Sciences written by John R. Rossiter and published by Springer Science & Business Media. This book was released on 2010-11-25 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book proposes a revolutionary new theory of construct measurement – called C-OAR-SE – for the social sciences. The acronym is derived from the following key elements: construct definition; object representation; attribute classification; rater entity identification; selection of item type; enumeration and scoring. The new theory is applicable to the design of measures of constructs in: • Management • Marketing • Information Systems • Organizational Behavior • Psychology • Sociology C-OAR-SE is a rationally rather than empirically-based theory and procedure. It can be used for designing measures of the most complex and also the most basic constructs that we use in social science research. C-OAR-SE is a radical alternative to the traditional empirically-based psychometric approach, and a considerable amount of the book’s content is devoted to demonstrating why the psychometric approach does not produce valid measures. The book argues that the psychometric approach has resulted in many misleading findings in the social sciences and has led to erroneous acceptance – or rejection – of many of our main theories and hypotheses, and that the C-OAR-SE approach to measurement would correct this massive problem. The main purpose of this book is to introduce and explain C-OAR-SE construct measurement theory in a way that will be understood by all social science researchers and that can be applied to designing new, more valid measures. Featuring numerous examples, practical applications, end-of-chapter questions, and appendices, the book will serve as an essential resource for students and professional researcher alike.
Author : Colin L. Campbell
Publisher : Springer
ISBN 13 : 3319500082
Total Pages : 987 pages
Book Rating : 4.3/5 (195 download)
Download or read book The Customer is NOT Always Right? Marketing Orientations in a Dynamic Business World written by Colin L. Campbell and published by Springer. This book was released on 2017-01-11 with total page 987 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume includes the full proceedings from the 2011 World Marketing Congress held in Reims, France with the theme The Customer is NOT Always Right? Marketing Orientations in a Dynamic Business World. The focus of the conference and the enclosed papers is on marketing thought and practices throughout the world. This volume resents papers on various topics including marketing management, marketing strategy, and consumer behavior. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Author : Kamath, Narasimha
Publisher : IGI Global
ISBN 13 : 1466698950
Total Pages : 460 pages
Book Rating : 4.4/5 (666 download)
Download or read book Handbook of Research on Strategic Supply Chain Management in the Retail Industry written by Kamath, Narasimha and published by IGI Global. This book was released on 2016-02-09 with total page 460 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction is a pivotal component to any business that provides goods or services to the public. By effectively managing the flow of products, business can adapt to the growing demands of consumers and deliver successful customer service. The Handbook of Research on Strategic Supply Chain Management in the Retail Industry is an authoritative reference source for the latest scholarly research on properly managing business processes in order to satisfy end-user requirements and increase competitive advantage in the retail marketplace. Highlighting concepts relating to field applications, customer relationships, and current trends in logistics management, this book is ideally designed for business professionals, managers, upper-level students, and researchers interested in innovative strategies and best practices in modern supply chains.
Author : Roland T. Rust
Publisher : Edward Elgar Publishing
ISBN 13 : 0857938851
Total Pages : 629 pages
Book Rating : 4.8/5 (579 download)
Download or read book Handbook of Service Marketing Research written by Roland T. Rust and published by Edward Elgar Publishing. This book was released on 2014-02-28 with total page 629 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Handbook of Service Marketing Research brings together an all-star team of leading researchers in service marketing to explore many of the hottest topics in service marketing today. Cutting-edge topics include: customer relationships and loy
Author : Group of Authors
Publisher : Czech Institute of Academic Education
ISBN 13 : 8088203112
Total Pages : 251 pages
Book Rating : 4.0/5 (882 download)
Download or read book Proceedings of IAC 2019 in Vienna written by Group of Authors and published by Czech Institute of Academic Education. This book was released on 2019-07-04 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: Scientific articles form: International Academic Conference on Teaching, Learning and E-learning International Academic Conference on Management, Economics and Marketing International Academic Conference on Engineering, Transport, IT and AI
Author : Felipe Pantoja
Publisher : Springer Nature
ISBN 13 : 3030425452
Total Pages : 658 pages
Book Rating : 4.0/5 (34 download)
Download or read book Enlightened Marketing in Challenging Times written by Felipe Pantoja and published by Springer Nature. This book was released on 2020-09-17 with total page 658 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume explores the interconnection of social, political, technological and economic challenges that impact consumer relationships, new product launches and consumer interests. Featuring contributions presented at the 2019 Academy of Marketing Science (AMS) World Marketing Congress (WMC) held in Edinburgh, Scotland, the theme of this proceedings draws from the Scottish Enlightenment movement of the mid-Eighteenth Century, which centered on ideas of liberty, progress and the scientific method. The core values of this movement are being challenged by the rapidly changing, globally shifting and digitally connected world. The contributions presented in this volume reflect and reframe the roles of marketers and marketing in incorporating and advancing the ideas of the Scottish Enlightenment within contemporary marketing theory and practice. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses, and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. The series deliver cutting-edge research and insights, complementing the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review (AMSR). Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Author : Philip Kotler
Publisher : Pearson Higher Education AU
ISBN 13 : 1486001777
Total Pages : 743 pages
Book Rating : 4.4/5 (86 download)
Download or read book Marketing written by Philip Kotler and published by Pearson Higher Education AU. This book was released on 2015-05-20 with total page 743 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ultimate resource for marketing professionals Today’s marketers are challenged to create vibrant, interactive communities of consumers who make products and brands a part of their daily lives in a dynamic world. Marketing, in its 9th Australian edition, continues to be the authoritative principles of marketing resource, delivering holistic, relevant, cutting edge content in new and exciting ways. Kotler delivers the theory that will form the cornerstone of your marketing studies, and shows you how to apply the concepts and practices of modern marketing science. Comprehensive and complete, written by industry-respected authors, this will serve as a perennial reference throughout your career.
Author : Mark Anthony Camilleri
Publisher : Emerald Group Publishing
ISBN 13 : 1787693759
Total Pages : 210 pages
Book Rating : 4.7/5 (876 download)
Download or read book The Branding of Tourist Destinations written by Mark Anthony Camilleri and published by Emerald Group Publishing. This book was released on 2018-12-04 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: The marketing of tourist destinations requires continuous strategic planning and decision making. This book provides researchers and practitioners with an in-depth understanding of different tourism products, marketing strategies and destination branding tactics, as well as useful insights into sustainable and responsible tourism practices.
