Download or read book Customer Satisfaction Elements and Preconditions written by Mikko Grönlund and published by . This book was released on 2001 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Employee Satisfaction A Precondition for Economical Success of Service Companies written by Juliane Kuballa and published by GRIN Verlag. This book was released on 2007-11 with total page 42 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2006 in the subject Business economics - Personnel and Organisation, grade: 74%, Northumbria University, 27 entries in the bibliography, language: English, abstract: Today increased globalisation and declined market conditions like decreasing brand loyalty, high levels of information transparency and fast shifting technological developments complicate the road to success for many companies. Particularly for service organisations, and the sales departments of manufacturing companies, front-line employees play a key role in securing and boosting profits under difficult market conditions as they directly interact with customers. The interaction between employees and customers is very critical as employees are mainly responsible for creating an excellent public image of the company. For that reason new management practices were developed in order to enhance customer focus as well as employee satisfaction. Many scholars argue that what happens to employees inside a company considerably affects what happens to customers outside the company. They establish a direct context between employee satisfaction, customer satisfaction and - as a pre-eminent consequence - the company's performance. This academic assignment demonstrates the impact of employee satisfaction on organisational performance and profitability especially in regard to companies in the service sector. The service profit chain of Hesskett et al. (1994) suggests that employee satisfaction and loyalty are the key drivers of service value, customer satisfaction, customer loyalty and profitability. Based on this model the general linkages are critically analysed in order to prove whether a positive relationship does really exist. In this context the intent is not to provide an analysis of the factors that cause employee satisfaction but the resulting effects that can be realized regarding the following components of the chain.

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.

Download or read book Media Firms written by Robert G. Picard and published by Routledge. This book was released on 2014-04-04 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: Media Firms presents studies applying the company level approach to media and communication firms. It explores differences among missions, strategies, organizational choices, and other business decisions. Reviewing economic factors and pressures on media and communications companies, this book seeks to improve understanding of how these elements affect market and company structures, operations, and performance of firms. The chapters, written by leading scholars worldwide, were selected from papers on the theme of media firms presented at the 5th World Media Economics Conference hosted by the Turku School of Economics and Business Administration and The Journal of Media Economics. The collected studies provide: *an overview of economic and related managerial issues affecting the structures of markets in which firms compete; *the operations of media and communications firms; and *their financial performance. As a result, it expands the discussion of economic issues traditionally associated with the field due to narrowed focus of initial books in media economics. It is hoped that this book will induce additional avenues of inquiry regarding such issues.

Download or read book Statistical and Managerial Techniques for Six Sigma Methodology written by Stefano Barone and published by John Wiley & Sons. This book was released on 2012-01-17 with total page 447 pages. Available in PDF, EPUB and Kindle. Book excerpt: Six Sigma methodology is a business management strategy which seeks to improve the quality of process output by identifying and removing the causes of errors and minimizing variability in manufacturing and business processes. This book examines the Six Sigma methodology through illustrating the most widespread tools and techniques involved in Six Sigma application. Both managerial and statistical aspects are analysed allowing the reader to apply these tools in the field. Furthermore, the book offers insight on variation and risk management and focuses on the structure and organizational aspects of Six Sigma projects. Key features: • Presents both statistical and managerial aspects of Six Sigma, covering both basic and more advanced statistical techniques. • Provides clear examples and case studies to illustrate the concepts and methodologies used in Six Sigma. • Written by experienced authors in the field. This textbook is ideal for graduates studying Six Sigma for Black Belt and Green Belt qualifications as well as for engineering and quality management courses. Business consultants and consultancy firms implementing Six Sigma will also benefit from this book.

Download or read book Practical Elements of Safety written by Felix Redmill and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: Practical Elements of Safety contains the invited papers presented at the Twelfth annual Safety-critical Systems Symposium, held at Birmingham, UK in February 2004. The papers included in this volume focus on the themes of the identification and analysis of risk - using the UK railway as an industry example; safety-integrity levels; industrial use of formal methods; as well as expanding on the development, assessment and changing face of current safety issues. All the papers are linked within the broad context of safety-critical systems actvities and offer a practical perspective. Papers contain industrial experience, as well as academic research, and are presented under the headings of: Mature and Practical Formality, Managing Risk in the Railway Industry, Safety Integrity Levels, the Human Side of Risk, Assessment and the Derivation of Evidence, and Safety Argument and the Law.

Download or read book The Balanced Scorecard written by Robert S. Kaplan and published by Harvard Business Press. This book was released on 1996 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: Here is the book - by the recognized architects of the Balanced Scorecard - that shows how managers can use this revolutionary tool to mobilize their people to fulfill the company's mission. More than just a measurement system, the Balanced Scorecard is a management system that can channel the energies, abilities, and specific knowledge held by people throughout the organization toward achieving long-term strategic goals. Kaplan and Norton demonstrate how senior executives in industries such as banking, oil, insurance, and retailing are using the Balanced Scorecard both to guide current performance and to target future performance. They show how to use measures in four categories - financial performance, customer knowledge, internal business processes, and learning and growth - to align individual, organizational, and cross-departmental initiatives and to identify entirely new processes for meeting customer and shareholder objectives. The authors also reveal how to use the Balanced Scorecard as a robust learning system for testing, gaining feedback on, and updating the organization's strategy. Finally, they walk through the steps that managers in any company can use to build their own Balanced Scorecard. The Balanced Scorecard provides the management system for companies to invest in the long term - in customers, in employees, in new product development, and in systems - rather than managing the bottom line to pump up short-term earnings. It will change the way you measure and manage your business.

Download or read book Customer Satisfaction and the Marketing Model written by Pete Pierce and published by . This book was released on 1999 with total page 16 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Dependable Systems Software Computing Networks written by Juerg Kohlas and published by Springer. This book was released on 2006-11-23 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: Modern civilization relies on a functioning information infrastructure. As a result, dependability has become a central issue in all disciplines of systems engineering and software architecture.Theories, methods and tools that help to master the problems encountered in the design process and the management of operations are therefore of utmost importance for the future of information and communication technology. The present volume documents the results of a research program on Dependable Information and Communication Systems (DICS). The members of the project met in two workshops organized by the Hasler Foundation. This state-of-the-art survey contains 3 overview articles identifying major issues of dependability and presenting the latest solutions, as well as 10 carefully selected and revised papers depicting the research results originating from those workshops. The first workshop took place in Münchenwiler, Switzerland, in March 2004, and the second workshop, which marked the conclusion of the projects, in Löwenberg, Switzerland, in October 2005. The papers are organized in topical sections on surveys, dependable software, dependable computing, and dependable networks.

Download or read book Advances in Human Factors Ergonomics and Safety in Manufacturing and Service Industries written by Waldemar Karwowski and published by CRC Press. This book was released on 2010-06-24 with total page 1252 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume is concerned with the human factors, ergonomics, and safety issues related to the design of products, processes, and systems, as well as operation and management of business enterprises in both manufacturing and service sectors of contemporary industry. The book is organized into ten sections that focus on the following subject matters:

Download or read book One Stop Inovations Leading Change Under the WIA One Stop System written by and published by DIANE Publishing. This book was released on with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Formal Methods for Components and Objects written by Frank S.de Boer and published by Springer. This book was released on 2003-12-01 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Largeandcomplexsoftwaresystemsprovidethenecessaryinfrastuctureinall- dustries today. In order to construct such large systems in a systematic manner, the focus in the development methodologies has switched in the last two decades from functional issues to structural issues: both data and functions are enc- sulated into software units that are integrated into large systems by means of various techniques supporting reusability and modi?ability. This encapsulation principleisessentialtoboththeobject-orientedandthemorerecentcompone- based sofware engineering paradigms. Formalmethodshavebeenappliedsuccessfullytotheveri?cationofmedi- sized programs in protocol and hardware design. However, their application to large systems requires the further development of speci?cation and veri?cation techniques supporting the concepts of reusability and modi?ability. In order to bring together researchers and practioners in the areas of so- ware engineering and formal methods, we organized the 1st International S- posium on Formal Methods for Components and Objects (FMCO) in Leiden, The Netherlands, November 5–8, 2002. The program consisted of invited tu- rials and more technical presentations given by leading experts in the ?elds of Theoretical Computer Science and Software Engineering. The symposium was attended by more than 100 people. This volume contains the contributions of the invited speakers to FMCO 2002. We believe that the presented material provides a unique combination of ideas on software engineering and formal methods which we hope will be an inspiration for those aiming at further bridging the gap between the theory and practice of software engineering.

Download or read book Relationship Marketing written by Thorsten Hennig-Thurau and published by Springer Science & Business Media. This book was released on 2013-06-29 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS

Download or read book Relationship Marketing written by Thorsten Hennig-Thurau and published by Springer Science & Business Media. This book was released on 2000-01-24 with total page 482 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS

Download or read book Customer Relationship Management written by Srivastava Mallika and published by Vikas Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM.The book can serve as a guide for deploying CRM in an organization stating the critical success factors.KEY FEATURES• Basic concepts of CRM and environmental changes that lead to CRM adoption• Technological advancements that have served as catalyst for managing relationships• Customer strategy as a necessary and important element for managing every successful organization• CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction• The concept of customer loyalty management as an important business strategy• The role of CRM in business market• The importance of people factor for the organization from the customer's perspective• Central role of customer related databases to successfully deliver CRM objectives• Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy

Download or read book Handbook of Research on Managing and Influencing Consumer Behavior written by Kaufmann, Hans-Ruediger and published by IGI Global. This book was released on 2014-10-31 with total page 764 pages. Available in PDF, EPUB and Kindle. Book excerpt: In recent years, all types of businesses have increasingly focused on the importance of the relationship with the customer. Customer knowledge management has become a well-known term used in the business and academic worlds for understanding how to control consumer behavior. The Handbook of Research on Managing and Influencing Consumer Behavior discusses the importance of understanding and implementing customer knowledge management and customer relationship management into everyday business workflows. This comprehensive reference work highlights the changes that the Internet and social media have brought to consumer behavior, and is of great use to marketers, businesses, academics, students, researchers, and professionals.

Download or read book Sustainable Urban Logistics Concepts Methods and Information Systems written by Jesus Gonzalez-Feliu and published by Springer Science & Business Media. This book was released on 2013-09-07 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since the 1990’s, researchers, practitioners and public administrations have given more thought to urban logistics. However, their interests and goals are not the same, and several approaches do not produce efficient logistics systems as a result. This book aims to provide both a conceptual framework for urban logistics planning and management and to create a basis for deploying solutions that aim to reduce the main nuisances related to urban goods. The proposed book is divided in two parts. The first proposes a set of methodological chapters, written by key authors, which aim to support decision makers in their current choices related to urban logistics. In addition to public authorities’ aims and goals, the book highlights the importance of private actors, and shows how supply chain management can deal with the problems of the last urban mile and its integration in global logistics chains. The second presents several applied research works that deal with current planning and practice issues in urban logistics, such as the role of city planning, the place of night deliveries in carrier organization, the limits of logistics pooling, and the real estate market, among others. The book was written by key authors, all having considerable research experience and recognised as experts in their respective fields. Each chapter presents methods and results of research works, written for a broad audience, and more precisely directed to both academics and practitioners.