Two Factor Theory Of Customer Service

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Two Factor Theory of Customer Service

Author : David L. Elwood Ph. D.
Publisher :
ISBN 13 : 9781491844427
Total Pages : 0 pages
Book Rating : 4.8/5 (444 download)

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Book Synopsis Two Factor Theory of Customer Service by : David L. Elwood Ph. D.

Download or read book Two Factor Theory of Customer Service written by David L. Elwood Ph. D. and published by . This book was released on 2013-12 with total page 0 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 Elwood's 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 that'll entertain more than transform? Two Factor Theory of Customer Service isn't it! Elwood skips the clichés 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

Author : Atton Institute
Publisher : CreateSpace
ISBN 13 : 1986960382
Total Pages : 176 pages
Book Rating : 4.9/5 (869 download)

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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 176 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.

Customer Satisfaction Evaluation

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

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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.

Authentic Customer Centricity

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

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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.

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

Author : Panwar, Upendra Singh
Publisher : IGI Global
ISBN 13 : 1522501444
Total Pages : 529 pages
Book Rating : 4.5/5 (225 download)

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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 529 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.

New Perspectives in Hospitality Management

Author : Emerald Group Publishing Limited
Publisher : Emerald Group Publishing
ISBN 13 : 1785608800
Total Pages : 214 pages
Book Rating : 4.7/5 (856 download)

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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 214 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.

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

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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:

Foodservice Manual for Health Care Institutions

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

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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.

Service Quality

Author : Roland T. Rust
Publisher : SAGE
ISBN 13 : 0803949200
Total Pages : 201 pages
Book Rating : 4.8/5 (39 download)

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Book Synopsis Service Quality by : Roland T. Rust

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.

Decision Making in Service Industries

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

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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.

Consumer Behaviour

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

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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.

The Handbook of Attitudes

Author : Dolores Albarracin
Publisher : Psychology Press
ISBN 13 : 1135626162
Total Pages : 1289 pages
Book Rating : 4.1/5 (356 download)

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Book Synopsis The Handbook of Attitudes by : Dolores Albarracin

Download or read book The Handbook of Attitudes written by Dolores Albarracin and published by Psychology Press. This book was released on 2014-04-04 with total page 1289 pages. Available in PDF, EPUB and Kindle. Book excerpt: This new handbook presents, synthesizes, and integrates the existing knowledge of methods, theories, and data in attitudes. The editors' goal is to promote an understanding of the broader principles underlying attitudes across several disciplines. Divided into three parts: one on definitions and methods; another on the relations of attitudes with beliefs, behavior, and affect; and a final one that integrates these relations into the broader areas of cognitive processes, communication and persuasion, social influence, and applications, the handbook also features an innovative chapter on implicit versus explicit attitudes. With contributions from the top specialists, this handbook features unique collaborations between researchers, some who have never before worked together. Every writer was encouraged to work from as unbiased a perspective as possible. A "must have" for researchers in the areas of social, political, health, clinical, counseling, and consumer psychology, marketing, and communication, the handbook will also serve as an excellent reference for advanced courses on attitudes in a variety of departments.

Customer Engagement Marketing

Author : Robert W. Palmatier
Publisher : Springer
ISBN 13 : 3319619853
Total Pages : 332 pages
Book Rating : 4.3/5 (196 download)

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Book Synopsis Customer Engagement Marketing by : Robert W. Palmatier

Download or read book Customer Engagement Marketing written by Robert W. Palmatier and published by Springer. This book was released on 2017-08-29 with total page 332 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides a synthesis of research perspectives on customer engagement through a collection of chapters from thought leaders. It identifies cutting-edge metrics for capturing and measuring customer engagement and highlights best practices in implementing customer engagement marketing strategies. Responding to the rapidly changing business landscape where consumers are more connected, accessible, and informed than ever before, many firms are investing in customer engagement marketing. The book will appeal to academics, practitioners, consultants, and managers looking to improve customer engagement.

The Psychology of Eyewitness Identification

Author : James Michael Lampinen
Publisher : Taylor & Francis
ISBN 13 : 1136247122
Total Pages : 348 pages
Book Rating : 4.1/5 (362 download)

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Book Synopsis The Psychology of Eyewitness Identification by : James Michael Lampinen

Download or read book The Psychology of Eyewitness Identification written by James Michael Lampinen and published by Taylor & Francis. This book was released on 2012-04-27 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume provides a tutorial review and evaluation of scientific research on the accuracy and reliability of eyewitness identification. The book starts with the perspective that there are a variety of conceptual and empirical problems with eyewitness identification as a form of forensic evidence, just as there are a variety of problems with other forms of forensic evidence. There is then an examination of the important results in the study of eyewitness memory and the implications of this research for psychological theory and for social and legal policy. The volume takes the perspective that research on eyewitness identification can be seen as the paradigmatic example of how psychological science can be successfully applied to real-world problems.

Audiovisuals on Personnel Supervision 1970-1986

Author : Janet H. Edmonds
Publisher :
ISBN 13 :
Total Pages : 46 pages
Book Rating : 4.:/5 (319 download)

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Book Synopsis Audiovisuals on Personnel Supervision 1970-1986 by : Janet H. Edmonds

Download or read book Audiovisuals on Personnel Supervision 1970-1986 written by Janet H. Edmonds and published by . This book was released on 1988 with total page 46 pages. Available in PDF, EPUB and Kindle. Book excerpt:

INDUSTRIAL ECONOMICS AND TELECOMMUNICATION REGULATIONS

Author : R. JAYARAM
Publisher : PHI Learning Pvt. Ltd.
ISBN 13 : 8120345789
Total Pages : 315 pages
Book Rating : 4.1/5 (23 download)

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Book Synopsis INDUSTRIAL ECONOMICS AND TELECOMMUNICATION REGULATIONS by : R. JAYARAM

Download or read book INDUSTRIAL ECONOMICS AND TELECOMMUNICATION REGULATIONS written by R. JAYARAM and published by PHI Learning Pvt. Ltd.. This book was released on 2012-04-21 with total page 315 pages. Available in PDF, EPUB and Kindle. Book excerpt: The rapid growth in the telecommunication sector has made it essential to regulate the functioning of various modes of communication. This book provides a thorough understanding of the basic industrial economic concepts and national telecommunication policy in an easy-to-comprehend style. Divided into five parts, comprising 21 chapters, the text introduces readers with the basic concepts of managerial economics such as elasticity of demand, market structure, price determination and money supply. The subsequent chapters are devoted to banking and taxation system, and international trade. It also gives a thorough analysis of various functions and objectives of commercial banks and distinguished features of international trade. The book elaborates on managerial concepts by explaining the nature of management, planning, communication, leadership skills and market research. Finally, the book meticulously deals with telecommunication regulations and regulatory strategies, and explains the national telecommunication policy and guidelines. This book primarily caters to the needs of engineering students of Electronics and Telecommunication discipline for their course in Industrial Economics and Telecommunication Regulations. It will also be useful to the undergraduate students of management and commerce. KEY FEATURES : Includes the guidelines for Cable Television Networks (Regulation) Act Provides regulations of Telecom Regulatory Authority of India (TRAI) Incorporates chapter-end review exercises to drill students in self-study

Global Supply Chain Quality Management

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

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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.