Two Factor Theory Of Customer Service

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Two Factor Theory of Customer Service

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Author : DAVID L. ELWOOD
Publisher : AuthorHouse
ISBN 13 : 1491844434
Total Pages : 200 pages
Book Rating : 4.4/5 (918 download)

Book Synopsis Two Factor Theory of Customer Service by : DAVID L. ELWOOD

Download or read book Two Factor Theory of Customer Service written by DAVID L. ELWOOD and published by AuthorHouse. This book was released on 2013-12-18 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwoods message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business --- the only question is whether you are doing it well. Want a quick read at the airport terminal thatll entertain more than transform? Two Factor Theory of Customer Service isnt it! Elwood skips the clichs while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University

Customer Care: A New Business Discipline

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Author : Atton Institute
Publisher : CreateSpace
ISBN 13 : 1986960382
Total Pages : 174 pages
Book Rating : 4.9/5 (869 download)

Book Synopsis Customer Care: A New Business Discipline by : Atton Institute

Download or read book Customer Care: A New Business Discipline written by Atton Institute and published by CreateSpace. This book was released on 2018-04-26 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer service is one of the most important aspects of running a business. This book from the Atton Institute has the answers to a number of relevant questions such as “What should and should not be done when working with clients,” “How to correctly react to changes and innovations,” “How to improve the level of customer service & satisfaction,” etc. The main objective of this book is to help you to organize your work in such a way that you are able to get maximum benefit when working with your clients. After all, if you don’t think of customer satisfaction, you won’t be able to stay at the market for long. The book will be of interest first of all to those who work with customers, as well as for managers and owners of the companies. It will also be useful to marketers, brand managers and all those professionals who want to improve the efficiency of their work with clients.

New Perspectives in Hospitality Management

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Author : Emerald Group Publishing Limited
Publisher : Emerald Group Publishing
ISBN 13 : 1785608800
Total Pages : 216 pages
Book Rating : 4.7/5 (856 download)

Book Synopsis New Perspectives in Hospitality Management by : Emerald Group Publishing Limited

Download or read book New Perspectives in Hospitality Management written by Emerald Group Publishing Limited and published by Emerald Group Publishing. This book was released on 2015-10-30 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: New Perspectives in Hospitality Management is a unique collection of articles that represent the very highest level of scholarship in the sphere of hospitality research. The articles published in this collection identify some emergent themes that have subsequently established themselves as key trends among academics in the field.

Customer Satisfaction Evaluation

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Author : Evangelos Grigoroudis
Publisher : Springer Science & Business Media
ISBN 13 : 1441916407
Total Pages : 319 pages
Book Rating : 4.4/5 (419 download)

Book Synopsis Customer Satisfaction Evaluation by : Evangelos Grigoroudis

Download or read book Customer Satisfaction Evaluation written by Evangelos Grigoroudis and published by Springer Science & Business Media. This book was released on 2009-11-07 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.

Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector

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Author : Panwar, Upendra Singh
Publisher : IGI Global
ISBN 13 : 1522501444
Total Pages : 492 pages
Book Rating : 4.5/5 (225 download)

Book Synopsis Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector by : Panwar, Upendra Singh

Download or read book Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector written by Panwar, Upendra Singh and published by IGI Global. This book was released on 2016-04-11 with total page 492 pages. Available in PDF, EPUB and Kindle. Book excerpt: Economic growth is directly impacted by a multitude of different industries; in recent years, the service industry has emerged as a significant contributor to the global economy. As such, the effective management of this sector has become a widely studied topic. The Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector is an authoritative reference source for the latest research on emerging methods for innovative service design and delivery, examining how growing customer expectations and global competition has influenced this industry. Featuring quality factors, marketing tools, and the effects of consumer behavior, this publication is ideally suited for researchers, professionals, and academicians actively involved in the service industry.

Authentic Customer Centricity

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Author : Alkhatani Saad Zafer
Publisher : IAP
ISBN 13 : 162396914X
Total Pages : 117 pages
Book Rating : 4.6/5 (239 download)

Book Synopsis Authentic Customer Centricity by : Alkhatani Saad Zafer

Download or read book Authentic Customer Centricity written by Alkhatani Saad Zafer and published by IAP. This book was released on 2015-06-01 with total page 117 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers a breakthrough formula for creating a sustainable customer centric organization, which forms the key to enduring business success. This new blueprint entails a systematic and integrated journey towards customer centricity. In this book, Dr. Zafer has provided a sorely needed guidebook for executives to become a successful customer centric company. He shows us how companies can deliver a superior customer experience that result in trusted customer relations that can boost profitability. This is the book you should read if you want to deliver a superior customer experience in a sustainable way.

Decision Making in Service Industries

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Author : Javier Faulin
Publisher : CRC Press
ISBN 13 : 1439867348
Total Pages : 469 pages
Book Rating : 4.4/5 (398 download)

Book Synopsis Decision Making in Service Industries by : Javier Faulin

Download or read book Decision Making in Service Industries written by Javier Faulin and published by CRC Press. This book was released on 2012-08-08 with total page 469 pages. Available in PDF, EPUB and Kindle. Book excerpt: In real-life scenarios, service management involves complex decision-making processes usually affected by random or stochastic variables. Under such uncertain conditions, the development and use of robust and flexible strategies, algorithms, and methods can provide the quantitative information necessary to make better business decisions. Decision Making in Service Industries: A Practical Approach explores the challenges that must be faced to provide intelligent strategies for efficient management and decision making that will increase your organization’s competitiveness and profitability. The book provides insight and understanding into practical and methodological issues related to decision-making processes under uncertainty in service industries. It examines current and future trends regarding how these decision-making processes can be efficiently performed for better design of service systems by using probabilistic algorithms as well as hybrid and simulation-based approaches. Traditionally, many quantitative tools have been developed to make decisions in production companies. This book explores how to use these tools for making decisions inside service industries. Thus, the authors tackle strategic, tactical, and operational problems in service companies with the help of suitable quantitative models such as heuristic and metaheuristic algorithms, simulation, or queuing theory. Generally speaking, decision making is a hard task in business fields. Making the issue more complex, most service companies’ problems are related to the uncertainty of the service demand. This book sheds light on these types of decision problems. It provides studies that demonstrate the suitability of quantitative methods to make the right decisions. Consequently, this book presents the business analytics needed to make strategic decisions in service industries.

Global Supply Chain Quality Management

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Author : Barbara B. Flynn
Publisher : CRC Press
ISBN 13 : 1439815569
Total Pages : 416 pages
Book Rating : 4.4/5 (398 download)

Book Synopsis Global Supply Chain Quality Management by : Barbara B. Flynn

Download or read book Global Supply Chain Quality Management written by Barbara B. Flynn and published by CRC Press. This book was released on 2014-11-21 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book draws together key insights from the relevant literature across diverse disciplines and presents detailed research case studies of six extended global supply chains in three industries: toys, food, and pharmaceuticals. These case studies cover U.S. companies with supply chains that extend into China and include the perspectives of U.S. and Chinese executives. The book then presents a conceptual model that synthesizes the literature and case studies, and describes the ways in which alternative product recall strategies influence consumers' perception of an organization's corporate social legitimacy and consumers' future purchasing behaviors.

Foodservice Manual for Health Care Institutions

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Author : Ruby Parker Puckett
Publisher : John Wiley & Sons
ISBN 13 : 1118234111
Total Pages : 592 pages
Book Rating : 4.1/5 (182 download)

Book Synopsis Foodservice Manual for Health Care Institutions by : Ruby Parker Puckett

Download or read book Foodservice Manual for Health Care Institutions written by Ruby Parker Puckett and published by John Wiley & Sons. This book was released on 2012-11-13 with total page 592 pages. Available in PDF, EPUB and Kindle. Book excerpt: The thoroughly revised and updated fourth edition of Foodservice Manual for Health Care Institutions offers a review of the management and operation of health care foodservice departments. This edition of the book which has become the standard in the field of institutional and health care foodservice contains the most current data on the successful management of daily operations and includes information on a wide range of topics such as leadership, quality control, human resource management, product selection and purchasing, environmental issues, and financial management. This new edition also contains information on the practical operation of the foodservice department that has been greatly expanded and updated to help institutions better meet the needs of the customer and comply with the regulatory agencies' standards. TOPICS COVERED INCLUDE: Leadership and Management Skills Marketing and Revenue-Generating Services Quality Management and Improvement Planning and Decision Making Organization and Time Management Team Building Effective Communication Human Resource Management Management Information Systems Financial Management Environmental Issues and Sustainability Microbial, Chemical, and Physical Hazards HACCP, Food Regulations, Environmental Sanitation, and Pest Control Safety, Security, and Emergency Preparedness Menu Planning Product Selection Purchasing Receiving, Storage, and Inventory Control Food Production Food Distribution and Service Facility Design Equipment Selection and Maintenance Learning objectives, summary, key terms, and discussion questions included in each chapter help reinforce important topics and concepts. Forms, charts, checklists, formulas, policies, techniques, and references provide invaluable resources for operating in the ever-changing and challenging environment of the food- service industry.

Mathematical and Computational Intelligence to Socio-scientific Analytics and Applications

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Author : Pankaj Srivastava
Publisher : Springer Nature
ISBN 13 : 9811951810
Total Pages : 349 pages
Book Rating : 4.8/5 (119 download)

Book Synopsis Mathematical and Computational Intelligence to Socio-scientific Analytics and Applications by : Pankaj Srivastava

Download or read book Mathematical and Computational Intelligence to Socio-scientific Analytics and Applications written by Pankaj Srivastava and published by Springer Nature. This book was released on 2023-01-02 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents a collection of selected papers presented at the 22nd FAI International Conference on Mathematical, Computational Intelligence and Engineering Approaches to Healthcare, Business and Tourism Analytics (FAI-ICMCIE 2020), held at American College, Madurai, India, from 20–22 December 2020. This book discusses advanced mathematical concepts and computational intelligence approaches for: medical diagnostic approach in cardiac diseases, nano topology in medical diseases, stability of indicators in assessing business development, AI-guided paradigmatic competence in science and spirituality integration, neural network-TOPSIS analytics in hotel service quality, itinerary planning destination ranking tourism analytics, molecular modeling and docking simulation for unraveling medicinal properties, value-oriented approach on commercial banks security, Brownian motion in shares of the bank, internet of things linking to social media and e-commerce, and more, which are discussed by using fuzzy analytics, nano-topology, statistical, TOPSIS and neural network tools.

Consumer Behaviour

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Author : C.L. Tyagi
Publisher : Atlantic Publishers & Dist
ISBN 13 : 9788126903306
Total Pages : 216 pages
Book Rating : 4.9/5 (33 download)

Book Synopsis Consumer Behaviour by : C.L. Tyagi

Download or read book Consumer Behaviour written by C.L. Tyagi and published by Atlantic Publishers & Dist. This book was released on 2004 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Book, Consumer Behaviour, Is Written In Easy Language And Lucid Style. It Examines The Importance Of Understanding Consumer Behaviour And Tools And Techniques Available For Doing So. The Book Highlights Consumers Motivation, Goals, Incentives And Uncertainties. It Studies Differences Between New And Repeat Buyers And Covers Market Segmentation, Evaluation Of Consumer Attitudes And Buyers Behaviour In The Marketplace. All Marketing Students, Executives And Managers Especially Those With Marketing Responsibilities Or Interest Will Find This Book Most Ideal And Useful.The Book Has Been Written As A Textbook Primarily For Students Pursuing B.B.A., M.B.A., D.B.M. And Marketing Courses. Marketing Executives, Managers And General Readers Can Also Appraise Themselves Of The Subject.

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Author :
Publisher : Arihant Publications India limited
ISBN 13 : 9326193527
Total Pages : 797 pages
Book Rating : 4.3/5 (261 download)

Book Synopsis by :

Download or read book written by and published by Arihant Publications India limited. This book was released on with total page 797 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Personnel Bibliography Series

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Author : United States Civil Service Commission. Library
Publisher :
ISBN 13 :
Total Pages : 648 pages
Book Rating : 4.3/5 (243 download)

Book Synopsis Personnel Bibliography Series by : United States Civil Service Commission. Library

Download or read book Personnel Bibliography Series written by United States Civil Service Commission. Library and published by . This book was released on 1960 with total page 648 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Improving Employee Performance

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Author : United States Civil Service Commission. Library
Publisher :
ISBN 13 :
Total Pages : 120 pages
Book Rating : 4.:/5 (31 download)

Book Synopsis Improving Employee Performance by : United States Civil Service Commission. Library

Download or read book Improving Employee Performance written by United States Civil Service Commission. Library and published by . This book was released on 1974 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Leading & Managing Occupational Therapy Services

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Author : Brend Braveman
Publisher : F.A. Davis
ISBN 13 : 0803657927
Total Pages : 544 pages
Book Rating : 4.8/5 (36 download)

Book Synopsis Leading & Managing Occupational Therapy Services by : Brend Braveman

Download or read book Leading & Managing Occupational Therapy Services written by Brend Braveman and published by F.A. Davis. This book was released on 2016-02-19 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: Put theory and research into practice for real-world success. Here’s your introduction to the use of theory, research, and evidence in guiding your practice as an occupational therapy manager. From leadership and supervision to policies, program development, and continuous quality improvement, you’ll find complete coverage of the full range of issues and functions managers encounter in the real worlds in which they practice. Whatever your role, the practical knowledge and the guidance you’ll find here will help you become a more effective OT, colleague, and manager.

Organizational Behavior and Public Management, Revised and Expanded

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Author : Michael L. Vasu
Publisher : Routledge
ISBN 13 : 135155557X
Total Pages : 380 pages
Book Rating : 4.3/5 (515 download)

Book Synopsis Organizational Behavior and Public Management, Revised and Expanded by : Michael L. Vasu

Download or read book Organizational Behavior and Public Management, Revised and Expanded written by Michael L. Vasu and published by Routledge. This book was released on 2017-09-25 with total page 380 pages. Available in PDF, EPUB and Kindle. Book excerpt: Organizational Behavior and Public Management reveals how organizational behavior enables managers to direct resources that advance the programs and policies of public and government. This edition offers a public sector perspective of core topics, such as communication, decision-making, leadership, management ethics, motivation, organizational change, participation and performance appraisal. Contemporary Psychology called this book "skillful and comprehensive...There is a need for a text like this...the device of juxtaposing theory and application is a sound one." The authors discuss such topics as communication, decision making, worker participation and total quality management, organizational change, management systems, information, computers and organization theory in public management.

Leadership and Exchange in Formal Organizations

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Author : United States. Naval Research Office
Publisher :
ISBN 13 :
Total Pages : 376 pages
Book Rating : 4.F/5 ( download)

Book Synopsis Leadership and Exchange in Formal Organizations by : United States. Naval Research Office

Download or read book Leadership and Exchange in Formal Organizations written by United States. Naval Research Office and published by . This book was released on 1970 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: