Download or read book The Satisfied Customer written by Claes Fornell and published by Palgrave MacMillan. This book was released on 2007-11-27 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: A leading expert redefines customer service for the twenty-first century

Download or read book Customer Satisfaction is Worthless Customer Loyalty is Priceless written by Jeffrey H. Gitomer and published by Bard Press (TX). This book was released on 1998 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.

Download or read book A Critical Study of Customer Satisfaction Levels with Specific Reference to Maharashtra State Electricity Distribution Company Limited in Pune City written by Ashok ShripadraoKurkoti and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Beyond Customer Satisfaction to Customer Loyalty written by Keki R. Bhote and published by Amacom Books. This book was released on 1996 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is part of a series of AMA management briefings which provide concise reports on current trends for professionals. It considers the question of customer satisfaction and customer loyalty, showing how to maximize profitability.

Download or read book Service Profit Chain written by W. Earl Sasser and published by Simon and Schuster. This book was released on 1997-04-10 with total page 343 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.

Download or read book Satisfaction A Behavioral Perspective on the Consumer written by Richard L. Oliver and published by Routledge. This book was released on 2014-12-18 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.

Download or read book Measuring Organizational Information Systems Success New Technologies and Practices written by Belkhamza, Zakariya and published by IGI Global. This book was released on 2012-02-29 with total page 507 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book explores new approaches which may better effectively identify, explain, and improve IS assessment in organizations"--Provided by publisher.

Download or read book Nursing Diagnosis Handbook E Book written by Betty J. Ackley and published by Elsevier Health Sciences. This book was released on 2010-02-18 with total page 962 pages. Available in PDF, EPUB and Kindle. Book excerpt: Use this convenient resource to formulate nursing diagnoses and create individualized care plans! Updated with the most recent NANDA-I approved nursing diagnoses, Nursing Diagnosis Handbook: An Evidence-Based Guide to Planning Care, 9th Edition shows you how to build customized care plans using a three-step process: assess, diagnose, and plan care. It includes suggested nursing diagnoses for over 1,300 client symptoms, medical and psychiatric diagnoses, diagnostic procedures, surgical interventions, and clinical states. Authors Elizabeth Ackley and Gail Ladwig use Nursing Outcomes Classification (NOC) and Nursing Interventions Classification (NIC) information to guide you in creating care plans that include desired outcomes, interventions, patient teaching, and evidence-based rationales. Promotes evidence-based interventions and rationales by including recent or classic research that supports the use of each intervention. Unique! Provides care plans for every NANDA-I approved nursing diagnosis. Includes step-by-step instructions on how to use the Guide to Nursing Diagnoses and Guide to Planning Care sections to create a unique, individualized plan of care. Includes pediatric, geriatric, multicultural, and home care interventions as necessary for plans of care. Includes examples of and suggested NIC interventions and NOC outcomes in each care plan. Allows quick access to specific symptoms and nursing diagnoses with alphabetical thumb tabs. Unique! Includes a Care Plan Constructor on the companion Evolve website for hands-on practice in creating customized plans of care. Includes the new 2009-2011 NANDA-I approved nursing diagnoses including 21 new and 8 revised diagnoses. Illustrates the Problem-Etiology-Symptom format with an easy-to-follow, colored-coded box to help you in formulating diagnostic statements. Explains the difference between the three types of nursing diagnoses. Expands information explaining the difference between actual and potential problems in performing an assessment. Adds detailed information on the multidisciplinary and collaborative aspect of nursing and how it affects care planning. Shows how care planning is used in everyday nursing practice to provide effective nursing care.

Download or read book Nursing Diagnosis Handbook written by Betty J. Ackley, MSN, EdS, RN and published by Elsevier Health Sciences. This book was released on 2013-02-13 with total page 963 pages. Available in PDF, EPUB and Kindle. Book excerpt: The 10th edition of the Nursing Diagnosis Handbook makes formulating nursing diagnoses and creating individualized care plans a breeze. Updated with the most recent NANDA-I approved nursing diagnoses, this convenient reference shows you how to build customized care plans in three easy steps: assess, diagnose, plan. Authors Elizabeth Ackley and Gail Ladwig use Nursing Outcomes Classification (NOC) and Nursing Interventions Classification (NIC) to guide you in creating care plans that include desired outcomes, interventions, patient teaching, and evidence-based rationales. Unique! Care Plan Constructor on the companion Evolve website offers hands-on practice creating customized plans of care. Alphabetical thumb tabs allow quick access to specific symptoms and nursing diagnoses. Suggested NIC interventions and NOC outcomes in each care plan. Recent and classic research examples promote evidence-based interventions and rationales. NEW! 4 Color text NEW! Includes updated 2012-2014 NANDA-I approved nursing diagnoses NEW! Provides the latest NIC/NOC, interventions, and rationales for every care plan. NEW! QSEN Safety interventions and rationales NEW! 100 NCLEX exam-style review questions are available on the companion Evolve website. NEW! Root Causing Thinking and Motivational Interviewing appendixes on the companion Evolve website.

Download or read book Customer Satisfaction written by Nigel Hill and published by The Leadership Factor. This book was released on 2007 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.

Download or read book Healthcare Transformation written by Maulik Joshi and published by CRC Press. This book was released on 2017-07-27 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designed for easy reference, this concise manual provides hospital board members and executives with practical guidance on how to become actively engaged in the transformation of their organization. It focuses on how the healthcare industry as a whole is transforming and stresses the importance of having board members who are knowledgeable and skil

Download or read book Proceeding 2nd Sriwijaya Economic Accounting And Business Conference 2016 written by SEABC Official and published by SEABC Official. This book was released on with total page 790 pages. Available in PDF, EPUB and Kindle. Book excerpt: Proceeding: 2nd Sriwijaya Economic, Accounting, And Business Conference 2016 (November 23rd - 24th, 2016) Global Competitiveness: The Dynamics of Local, Regional, & National Changes

Download or read book Web Based Services Concepts Methodologies Tools and Applications written by Management Association, Information Resources and published by IGI Global. This book was released on 2015-11-09 with total page 2461 pages. Available in PDF, EPUB and Kindle. Book excerpt: The recent explosion of digital media, online networking, and e-commerce has generated great new opportunities for those Internet-savvy individuals who see potential in new technologies and can turn those possibilities into reality. It is vital for such forward-thinking innovators to stay abreast of all the latest technologies. Web-Based Services: Concepts, Methodologies, Tools, and Applications provides readers with comprehensive coverage of some of the latest tools and technologies in the digital industry. The chapters in this multi-volume book describe a diverse range of applications and methodologies made possible in a world connected by the global network, providing researchers, computer scientists, web developers, and digital experts with the latest knowledge and developments in Internet technologies.

Download or read book Leading and Managing in Nursing E Book written by Patricia S. Yoder-Wise and published by Elsevier Health Sciences. This book was released on 2013-08-13 with total page 675 pages. Available in PDF, EPUB and Kindle. Book excerpt: Leading and Managing in Nursing, 5th Edition, by Patricia Yoder-Wise, successfully blends evidence-based guidelines with practical application. The new edition is designed to prepare you for the nursing leadership issues of today and tomorrow, providing just the right amount of information to equip you with the tools you need to succeed on the NCLEX and in practice. This thoroughly updated edition is organized around the issues that are central to the success of professional nurses in today’s constantly changing healthcare environment, including patient safety, workplace violence, consumer relationships, cultural diversity, resource management, and many more. Merges theory, research, and practical application for an innovative approach to nursing leadership and management. Offers a practical, evidence-based approach to today's key issues, including patient safety, workplace violence, team collaboration, delegation, managing quality and risk, staff education, supervision, and managing costs and budgets. Features easy-to-find boxes, a full-color design, and new photos that highlight key information for quick reference and effective study. Research and Literature Perspective boxes summarize timely articles of interest, helping you apply current research to evidence-based practice. Includes critical thinking questions in every chapter, challenging you to think critically about chapter concepts and apply them to real-life situations. Provides Chapter Checklists for a quick review and study guide to the key ideas in each chapter, theory boxes with pertinent theoretical concepts, a glossary of key terms and definitions, and bulleted lists for applying key content to practice. Features new chapters on Patient Safety and Workplace Violence, illustrating the nurse manager’s role in ensuring patient and worker safety. Includes Need to Know Now, bulleted lists of critical points that help you focus on essential research-based information in your transition to the workforce. Gives current research examples in The Evidence boxes at the end of each chapter, illustrating how to apply research to practice. Provides casrevised Challenge and Solutions case scenarios of real-life leadership and management issues, giving you contemporary scenarios covering current issues in nursing leadership and management.

Download or read book Leading and Managing in Nursing Revised Reprint written by Patricia S. Yoder-Wise and published by Elsevier Health Sciences. This book was released on 2013-01-01 with total page 675 pages. Available in PDF, EPUB and Kindle. Book excerpt: Leading and Managing in Nursing, 5th Edition -- Revised Reprint by Patricia Yoder-Wise successfully blends evidence-based guidelines with practical application. This revised reprint has been updated to prepare you for the nursing leadership issues of today and tomorrow, providing just the right amount of information to equip you with the tools you need to succeed on the NCLEX and in practice. Content is organized around the issues that are central to the success of professional nurses in today's constantly changing healthcare environment, including patient safety, workplace violence, consumer relationships, cultural diversity, resource management, and many more. ".. apt for all nursing students and nurses who are working towards being in charge and management roles." Reviewed by Jane Brown on behalf of Nursing Times, October 2015 Merges theory, research, and practical application for an innovative approach to nursing leadership and management. Practical, evidence-based approach to today's key issues includes patient safety, workplace violence, team collaboration, delegation, managing quality and risk, staff education, supervision, and managing costs and budgets. Easy-to-find boxes, a full-color design, and new photos highlight key information for quick reference and effective study. Research and Literature Perspective boxes summarize timely articles of interest, helping you apply current research to evidence-based practice. Critical thinking questions in every chapter challenge you to think critically about chapter concepts and apply them to real-life situations. Chapter Checklists provide a quick review and study guide to the key ideas in each chapter, theory boxes with pertinent theoretical concepts, a glossary of key terms and definitions, and bulleted lists for applying key content to practice. NEW! Three new chapters - Safe Care: The Core of Leading and Managing, Leading Change, and Thriving for the Future - emphasize QSEN competencies and patient safety, and provide new information on strategies for leading change and what the future holds for leaders and managers in the nursing profession. UPDATED! Fresh content and updated references are incorporated into many chapters, including Leading, Managing and Following; Selecting, Developing and Evaluating Staff; Strategic Planning, Goal Setting, and Marketing; Building Teams Through Communication and Partnerships; and Conflict: The Cutting Edge of Change. Need to Know Now bulleted lists of critical points help you focus on essential research-based information in your transition to the workforce. Current research examples in The Evidence boxes at the end of each chapter illustrate how to apply research to practice. Revised Challenge and Solutions case scenarios present real-life leadership and management issues you'll likely face in today's health care environment.

Download or read book European Journal of Tourism Research written by and published by International University College. This book was released on 2013-10-01 with total page 123 pages. Available in PDF, EPUB and Kindle. Book excerpt: The European Journal of Tourism Research is an interdisciplinary scientific journal in the field of tourism, published by Varna University of Management, Bulgaria. Its aim is to provide a platform for discussion of theoretical and empirical problems in tourism. Publications from all fields, connected with tourism such as management, marketing, sociology, psychology, geography, political sciences, mathematics, statistics, anthropology, culture, information technologies and others are invited. The journal is open to all researchers. Young researchers and authors from Central and Eastern Europe are encouraged to submit their contributions. Regular Articles in the European Journal of Tourism Research should normally be between 4 000 and 20 000 words. Major research articles of between 10 000 and 20 000 are highly welcome. Longer or shorter papers will also be considered. The journal publishes also Research Notes of 1 500 – 2 000 words. Submitted papers must combine theoretical concepts with practical applications or empirical testing. The European Journal of Tourism Research includes also the following sections: Book Reviews, announcements for Conferences and Seminars, abstracts of successfully defended Doctoral Dissertations in Tourism, case studies of Tourism Best Practices. The European Journal of Tourism Research is published in three Volumes per year. The full text of the European Journal of Tourism Research is available in the following databases: EBSCO Hospitality and Tourism CompleteCABI Leisure, Recreation and TourismProQuest Research Library Individual articles can be rented via journal's page at DeepDyve. The journal is indexed in Scopus and Thomson Reuters' Emerging Sources Citation Index. The editorial team welcomes your submissions to the European Journal of Tourism Research.

Download or read book Customers Switching Intentions Behavior in Retail Hypermarket Kingdom of Saudi Arabia written by Samrena Jabeen and published by Partridge Publishing Singapore. This book was released on 2019-06-27 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: Retail Service Quality is a vital driver in determining customer satisfaction, which in turn promotes customer loyalty and reduces switching intentions. Service quality is a solution to build customer satisfaction which could lead to customer loyalty hence reducing switching intentions. The current study has investigated the interrelationship between service quality, customer satisfaction, customer loyalty with switching intentions of customers, and the moderating role of price discounts and store ethnicity, in a single framework. Random sampling was used by administering standardized questionnaires personally to 450 hypermarket customers located in the Eastern Province of Saudi Arabia. The results confirmed that retail service quality has significant positive influence on customer satisfaction, and the positive effect of customer satisfaction on customer loyalty. Besides, the study verified store ethnicity and price discounts acted as moderating mechanism for explaining the switching intentions of satisfied and loyal customers. The results serve as a guideline for top managers of the hypermarkets to design appropriate policies and strategies in terms of retail service quality, price discounts and identifying the needs of ethnic groups in a particular region. This will help to enhance customer satisfaction and customer loyalty hence reducing switching intentions of customers.