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Author : John A. Czepiel
Publisher : Free Press
ISBN 13 :
Total Pages : 360 pages
Book Rating : 4.:/5 (321 download)
Download or read book The Service Encounter written by John A. Czepiel and published by Free Press. This book was released on 1985 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Steve Baron
Publisher : SAGE Publications Limited
ISBN 13 : 9781849205740
Total Pages : 0 pages
Book Rating : 4.2/5 (57 download)
Download or read book Service Marketing written by Steve Baron and published by SAGE Publications Limited. This book was released on 2010-11-01 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: With the rise in deregulated service-based economies in developed countries over the last forty years, an understanding of the marketing of services is essential to the marketing student, researcher, and practitioner. This four-volume collection is structured around the evolution of services marketing scholarship from 1970 to the present, giving an unprecedented, detailed account of the relationship between the theory and practice of services marketing and the changing social, economic, and technical environments over time. Each volume takes a distinct time period and theme as its subject. Volumes one to three offer the last word on services marketing research of the 20th century, with volume four looking towards a unified marketing approach for the current century.
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 : J. César Félix-Brasdefer
Publisher : Cambridge University Press
ISBN 13 : 1107035821
Total Pages : 295 pages
Book Rating : 4.1/5 (7 download)
Download or read book The Language of Service Encounters written by J. César Félix-Brasdefer and published by Cambridge University Press. This book was released on 2015-04-30 with total page 295 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive account of face-to-face interactions in commercial and non-commercial service encounter settings.
Author : Musso, Fabio
Publisher : IGI Global
ISBN 13 : 1799814130
Total Pages : 571 pages
Book Rating : 4.7/5 (998 download)
Download or read book Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences written by Musso, Fabio and published by IGI Global. This book was released on 2019-10-11 with total page 571 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the world of economics and business, engaging with loyal customers while also seeking out new, potential customers is a must. With the recent advancements of social media technology, these operations have increased the need for more developed methods to mesh consumer-business relationships and retention. The Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences is a thought-provoking reference source that provides vital insight into the application of present-day customer relationship management within the retail industry. While highlighting topics such as digital communication, e-retailing, and social media marketing, this publication explores in-depth merchandiser knowledge as well as the methods behind positive retailer-consumer relationships. This book is ideally designed for managers, executives, CEOs, sales professionals, marketers, advertisers, brand managers, retail experts, academicians, researchers, and students.
Author : Pilar Garcés-Conejos Blitvich
Publisher : John Benjamins Publishing Company
ISBN 13 : 9027262993
Total Pages : 261 pages
Book Rating : 4.0/5 (272 download)
Download or read book Technology Mediated Service Encounters written by Pilar Garcés-Conejos Blitvich and published by John Benjamins Publishing Company. This book was released on 2019-01-10 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: The chapters in this collection, authored by renowned scholars, address a gap in the literature by focusing on the consequences that outsourcing, among other globalized economic practices, and remediation by new technologies have had on the service encounters genre (SE). From both a multilingual and a multidisciplinary perspective, this collection explores the development of technological applications and professional best practices as well as call centre interaction, e-commerce, and e-word of mouth. More specifically, the papers in this volume report on technology developed to support SEs and how this technology influences service providers and their allowable linguistic contributions. Further, this collection provides valuable insights on the language and strategic behaviour deployed in less researched kinds of SEs, gives special attention to how technology impacts the interface between the transactional and interactional goals of SEs, and thus has real world applications.
Author : Connie Mok
Publisher : Routledge
ISBN 13 : 1136386564
Total Pages : 359 pages
Book Rating : 4.1/5 (363 download)
Download or read book Service Quality Management in Hospitality, Tourism, and Leisure written by Connie Mok and published by Routledge. This book was released on 2013-01-11 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Author : Karl G. Jöreskog
Publisher : Scientific Software International
ISBN 13 : 9780894980336
Total Pages : 260 pages
Book Rating : 4.9/5 (83 download)
Download or read book LISREL 8 written by Karl G. Jöreskog and published by Scientific Software International. This book was released on 1993 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Simple examples - Mullti-sample examples - Path diagrams - Fitting and testing - Lisrel output - Simplis reference - Computer exercises.
Author : Miriam Firth
Publisher : Channel View Publications
ISBN 13 : 9781845417307
Total Pages : pages
Book Rating : 4.4/5 (173 download)
Download or read book Service Encounters in Tourism, Events and Hospitality written by Miriam Firth and published by Channel View Publications. This book was released on 2020 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. Using data from research completed in these industries, it hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. A key feature of this volume is that it focuses on staff perspectives and perceptions of service encounters and delivery rather than on customer or management perspectives. This will provide students, lecturers, management and customers with fresh and clear understandings of the demands made on staff, but also the perspectives from which the demands are seen. The chapters clarify to students how to apply academic knowledge within customer service contexts and include learning objectives, questions and summaries.
Author : Roland T. Rust
Publisher : SAGE
ISBN 13 : 0803949200
Total Pages : 201 pages
Book Rating : 4.8/5 (39 download)
Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Author : Robert Philip Weber
Publisher : SAGE
ISBN 13 : 9780803938632
Total Pages : 100 pages
Book Rating : 4.9/5 (386 download)
Download or read book Basic Content Analysis written by Robert Philip Weber and published by SAGE. This book was released on 1990 with total page 100 pages. Available in PDF, EPUB and Kindle. Book excerpt: This second edition has been completely updated to include new studies, new computer applications and an additional chapter on problems and issues that can arise when carrying out content analysis in four major categories: measurement, indication, representation and interpretation.
Author : Jason L. Stienmetz
Publisher : Springer Nature
ISBN 13 : 3030947513
Total Pages : 503 pages
Book Rating : 4.0/5 (39 download)
Download or read book Information and Communication Technologies in Tourism 2022 written by Jason L. Stienmetz and published by Springer Nature. This book was released on 2022 with total page 503 pages. Available in PDF, EPUB and Kindle. Book excerpt: This open access book presents the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 29th Annual International eTourism Conference, which assembles the latest research presented at the ENTER2022 conference, which will be held on January 11–14, 2022. The book provides an extensive overview of how information and communication technologies can be used to develop tourism and hospitality. It covers the latest research on various topics within the field, including augmented and virtual reality, website development, social media use, e-learning, big data, analytics, and recommendation systems. The readers will gain insights and ideas on how information and communication technologies can be used in tourism and hospitality. Academics working in the eTourism field, as well as students and practitioners, will find up-to-date information on the status of research.
Author : Amy Hanser
Publisher :
ISBN 13 : 9780804758376
Total Pages : 0 pages
Book Rating : 4.7/5 (583 download)
Download or read book Service Encounters written by Amy Hanser and published by . This book was released on 2008 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book shows how department stores and marketplaces in China have become important sites where Chinese people understand, and perform, unequal social relations.
Author : Jim Asplund
Publisher : Simon and Schuster
ISBN 13 : 1595620451
Total Pages : 320 pages
Book Rating : 4.5/5 (956 download)
Download or read book Human Sigma written by Jim Asplund and published by Simon and Schuster. This book was released on 2007-10-28 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service organizations. Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success. Based on research spanning 10 million employees and 10 million customers around the world, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it. Human Sigma is based on five rules to bring excellence to how employees engage and interact with customers: RULE #1: E Pluribus Unum. Employee and customer experiences must be managed together — not as separate entities. RULE #2: Feelings Are Facts. Emotions drive and shape the employee-customer encounter. RULE #3: Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level. RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric. RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. Good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed. Essential reading for global business leaders, Human Sigma shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, Human Sigma will change how you view your work, your employees and your customers forever.
Author : Piyush Sharma
Publisher : Springer
ISBN 13 : 3319919415
Total Pages : 105 pages
Book Rating : 4.3/5 (199 download)
Download or read book Intercultural Service Encounters written by Piyush Sharma and published by Springer. This book was released on 2018-06-19 with total page 105 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the extant literature on the topic and identifying areas which require further exploration. With a focus on intercultural communication and competence, the author analyses diverse conceptual frameworks, providing theoretical models and practical initiatives for those working within the services marketing industry. An excellent resource for anyone interested in how culture shapes customer and employee expectations and perceptions, this book addresses the potential implications and limitations of future models.
Author : Bo Edvardsson
Publisher : World Scientific
ISBN 13 : 1860948898
Total Pages : 333 pages
Book Rating : 4.8/5 (69 download)
Download or read book Involving Customers in New Service Development written by Bo Edvardsson and published by World Scientific. This book was released on 2006 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services.Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and scholars.Benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process.
Author : J. César Félix-Brasdefer
Publisher :
ISBN 13 : 9781138479593
Total Pages : 304 pages
Book Rating : 4.4/5 (795 download)
Download or read book Pragmatic Variation in Service Encounter Interactions Across the Spanish-Speaking World written by J. César Félix-Brasdefer and published by . This book was released on 2019 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: Pragmatic Variation in Service Encounter Interactions across the Spanish-Speaking World expands the study of service encounter interactions into new face-to-face and digital contexts and new (sub)varieties of Spanish. The chapters examine pragmatic variation in a range of contexts, representing ten countries and twelve (sub)varieties of Spanish. Section 1 explores macrosocial factors such as region, gender, age, and social class, while Section 2 focuses on microsocial and situational factors. Section 3 concludes the volume with theoretical and methodological contributions to the field. This volume will be of particular interest to advanced students and researchers of Spanish and Linguistics.
