Download or read book Manual de satisfacci n del cliente y evaluaci n de la fidelidad written by Nigel Hill and published by . This book was released on 2001-01-01 with total page 356 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explica detalladamente cómo aplicar las técnicas más eficaces para medir de forma precisa el grado de satisfacción del cliente y evaluar su nivel de compromiso. Con un enfoque eminentemente práctico, describe paso a paso todo el proceso de medida de la satisfacción del cliente, desde el diseño de cuestionarios hasta su posterior análisis, dando las pautas para la elaboración de informes de resultados eficaces. Responde a todas las dudas que se plantean las empresas al emprender el estudio de las necesidades de sus clientes: - ¿Por qué evaluar la satisfacción del cliente? - Fidelidad - La cadena de satisfacción-beneficio - Objetivos del estudio - Cómo entender la conducta del cliente - Investigación de campo - Muestreo - Opciones del estudio - Diseño del cuestionario - Técnicas de entrevista - Análisis e informes - Aspectos relacionados con las relaciones públicas - Cómo evaluar la fidelidad - Modelo y realización de previsiones - Cómo potenciar los beneficios

Download or read book Advances in Tourism Technology and Smart Systems written by Álvaro Rocha and published by Springer Nature. This book was released on 2019-11-25 with total page 701 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book features a collection of high-quality research papers presented at the International Conference on Tourism, Technology & Systems (ICOTTS 2019), held at the Universidad Abierta Interamericana, in Buenos Aires, Argentina, from 5th to 7th December 2019. It covers the areas technology in tourism and the tourist experience, generations and technology in tourism, digital marketing applied to tourism and travel, mobile technologies applied to sustainable tourism, information technologies in tourism, digital transformation of tourism business, e-tourism and tourism 2.0, big data and management for travel and tourism, geotagging and tourist mobility, smart destinations, robotics in tourism, and information systems and technologies.

Download or read book Benchmarking Water Services written by Enrique Cabrera Jr and published by IWA Publishing. This book was released on 2011-03-01 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Benchmarking has become a key tool in the water industry to promote and achieve performance targets for utilities. The use of this tool for performance improvement through systematic search and adaptation of leading practices, has expanded globally during the past decade. Many ongoing projects worldwide aim to address different needs and objectives, in varying contexts, with outstanding results and impact. Benchmarking Water Services provides valuable information to everyone interested in benchmarking in the water industry. The text is aimed at utilities considering joining a benchmarking project, experienced practitioners in charge of organizing a benchmarking exercise, consultants, regulators and researchers. The document is presented with a clear practice oriented approach and can be used as a how-to-benchmark guide presented from different perspectives (participants, organizers, supervising bodies). Readers will gain practical insight on real life benchmarking practices and will benefit from the experiences gained in some of the leading benchmarking projects of the water industry (including the IWA-WSAA benchmarking efforts, the European Benchmarking Co-operation and the several benchmarking projects carried out in Austria and Central Europe). The manual also presents the new IWA Benchmarking Framework, which aims to harmonize the terms used to describe benchmarking and performance indicators practices in the water industry, guaranteeing a more fluent and efficient communication. This Manual of Best Practice is edited by the IWA Specialist Group on Benchmarking and Performance Assessment, and co-published by AWWA and IWA Publishing. Praise for Benchmarking Water Services: "The continual trend of conceptual to specifics throughout the book provides for an educational experience each time the book is either casually perused or carefully studied." "The authors (Cabrera, Haskins and Fritiz) diligently pursue the focus of improvement." "Benchmarking Water Services is an in depth and practical ‘must have’ guide for any utility currently engaged in or planning to develop a benchmarking process" - Gregory M. Baird (2012) Benchmarking: An International Journal 19:2. More information about the book can be found on the Water Wiki in an article written by the author: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/TheNewIWABenchmarkingFramework A Spanish language version of this book is available as a free eBook: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/eBookTitlesfromIWAPublishingFreetoDownload-Volume2#HBenchmarkingParaServiciosdeAgua

Download or read book Advances in Tourism Technology and Smart Systems written by and published by . This book was released on 2020 with total page 714 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book features a collection of high-quality research papers presented at the International Conference on Tourism, Technology & Systems (ICOTTS 2019), held at the Universidad Abierta Interamericana, in Buenos Aires, Argentina, from 5th to 7th December 2019. It covers the areas technology in tourism and the tourist experience, generations and technology in tourism, digital marketing applied to tourism and travel, mobile technologies applied to sustainable tourism, information technologies in tourism, digital transformation of tourism business, e-tourism and tourism 2.0, big data and management for travel and tourism, geotagging and tourist mobility, smart destinations, robotics in tourism, and information systems and technologies.

Download or read book Perspectives on Personality written by Charles S. Carver and published by . This book was released on 2019 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Perspectives on Personality describes a range of viewpoints that are used by personality psychologists today, and helps students understand how these viewpoints can be applied to their own lives. Authors Charles Carver and Michael Scheier dedicate a chapter to each major perspective, presenting an overview on the perspective's orienting assumptions and core themes and concluding with a discussion of problems within that theoretical viewpoint and predictions about its future prospects. The Eighth edition incorporates several important recent developments in the field, including genetics and genomics and the biological underpinnings of impulsiveness"--Back cover

Download or read book A Frequency Dictionary of Spanish written by Mark Davies and published by Routledge. This book was released on 2017-12-12 with total page 1457 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Frequency Dictionary of Spanish has been fully revised and updated, including over 500 new entries, making it an invaluable resource for students of Spanish. Based on a new web-based corpus containing more than 2 billion words collected from 21 Spanish-speaking countries, the second edition of A Frequency Dictionary of Spanish provides the most expansive and up-to-date guidelines on Spanish vocabulary. Each entry is accompanied with an illustrative example and full English translation. The Dictionary provides a rich resource for language teaching and curriculum design, while a separate CD version provides the full text in a tab-delimited format ideally suited for use by corpus and computational linguistics. With entries arranged both by frequency and alphabetically, A Frequency Dictionary of Spanish enables students of all levels to get the most out of their study of vocabulary in an engaging and efficient way.

Download or read book Marketing High Technology written by William H. Davidow and published by Simon and Schuster. This book was released on 1986-06-02 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: Marketing is civilized warfare. And as high-tech products become increasingly standardized—practically identical, from the customer's point of view—it is marketing that spells life or death for new devices or entire firms. In a book that is as fascinating as it is pragmatic, William H. Davidow, a legend in Silicon Valley, where he was described as "the driving force behind the micro processor explosion," tells how to fight the marketing battle in the intensely competitive world of high-tech companies—and win. Blunt, pithy, and knowledgeable, Davidow draws on his successful marketing experience at Intel Corporation to create a complete program for marketing victory. He drives home the basics, such as how to go head-on against the competition; how to "plan products, not devices"; how to give products a "soul"; and how to engineer promotions, market internationally, motivate salespeople, and rally distributors. Above all, he demonstrates the critical importance of servicing and supporting customers. Total customer satisfaction, Davidow makes clear, must be every high-tech marketer's ultimate goal. The only comprehensive marketing strategy book by an insider, Marketing High Technology looks behind the scenes at industry-shaking clashes involving Apple and IBM, Visicorp and Lotus, Texas Instruments and National Semiconductor. He recounts his own involvement in Crush, Intel's innovative marketing offensive against Motorola, to demonstrate, step-by-step, how it became an industry prototype for a winning high-tech campaign. Davidow clearly spells out sixteen principles which increase the effectiveness of marketing programs. From examples as diverse as a Rolling Stones concert and a microprocessor chip, he defines a true "product." He analyzes and explains in new ways the strategic importance of distribution as it relates to market sector, pricing, and the pitfalls it entails. He challenges some traditional marketing theory and provides unique and important insights developed from over twenty years in the high-tech field. From an all-encompassing philosophy that great marketing is a crusade requiring total commitment, to a careful study of the cost of attacking a competitor, this book is an essential tool for survival in today's high-risk, fast- changing, and very lucrative high-tech arena.

Download or read book Textbook of Patient Safety and Clinical Risk Management written by Liam Donaldson and published by Springer Nature. This book was released on 2020-12-14 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: Implementing safety practices in healthcare saves lives and improves the quality of care: it is therefore vital to apply good clinical practices, such as the WHO surgical checklist, to adopt the most appropriate measures for the prevention of assistance-related risks, and to identify the potential ones using tools such as reporting & learning systems. The culture of safety in the care environment and of human factors influencing it should be developed from the beginning of medical studies and in the first years of professional practice, in order to have the maximum impact on clinicians' and nurses' behavior. Medical errors tend to vary with the level of proficiency and experience, and this must be taken into account in adverse events prevention. Human factors assume a decisive importance in resilient organizations, and an understanding of risk control and containment is fundamental for all medical and surgical specialties. This open access book offers recommendations and examples of how to improve patient safety by changing practices, introducing organizational and technological innovations, and creating effective, patient-centered, timely, efficient, and equitable care systems, in order to spread the quality and patient safety culture among the new generation of healthcare professionals, and is intended for residents and young professionals in different clinical specialties.

Download or read book Thinking Spanish Translation written by Louise Haywood and published by Routledge. This book was released on 2002-09-10 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: Thinking Spanish Translation is a comprehensive and revolutionary 20-week course in translation method with a challenging and entertaining approach to the acquisition of translation skills.

Download or read book Tourism and Water written by Stefan Gössling and published by Channel View Publications. This book was released on 2015 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides a systematic and comprehensive guide to the current state of knowledge on tourism and water. It is the first book to thoroughly examine the interrelationships of tourism and water use based on global, regional and business perspectives. Its assessment of tourism's global impact along with its overviews of sectoral and management approaches will provide a benchmark by which the water sustainability of tourism will be measured for years to come. In making a clear case for greater awareness and enhanced water management in the tourism sector, it is hoped that the book will contribute to the wise and sustainable use of this critical resource. The book is interdisciplinary in coverage and international in scope. It is designed as essential reading for not only students of tourism but also practitioners.

Download or read book OECD Health Policy Studies Geographic Variations in Health Care What Do We Know and What Can Be Done to Improve Health System Performance written by OECD and published by OECD Publishing. This book was released on 2014-09-16 with total page 419 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report helps policy makers better understand the issues and challenges around geographic variations in health care provision and considers the policy options.

Download or read book Family Values and Value Creation written by J. Tàpies and published by Springer. This book was released on 2008-05-29 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: In celebration of IESE's 50 years of bridging the gap between theory and practice, this essential compilation brings together today's top researchers to tackle the real-life issues that family business owners face on a daily basis, shedding new light on the values that shape these special types of companies.

Download or read book Leadership in Sport written by Ian O'Boyle and published by Routledge. This book was released on 2015-06-12 with total page 334 pages. Available in PDF, EPUB and Kindle. Book excerpt: Effective leadership is essential in any sports organisation, both in the boardroom and on the training pitch. Leadership in Sport is the first textbook to examine sports leadership in the round, across both management and coaching environments. It includes a dedicated section to underpinning core leadership theories, and employs a number of case studies throughout to show how best practice is applied in real world settings. Drawing on expertise from some of the leading academics and practitioners throughout the world, and from both disciplines, the book covers various leadership issues including: facilitative leadership strategic leadership leading effective change diversity in leadership communication and empathy motivation and performance. Key conceptual questions—the nature of leadership, its role in sport, styles of leadership, what constitutes ineffective leadership—and other contemporary issues are also explored to give students and practitioners the most complete and clear picture of contemporary leadership in sport. With useful features in every chapter, such as key terms and review questions, this is an essential text for sport management or coaching degree courses.

Download or read book SPIN Selling written by Neil Rackham and published by Taylor & Francis. This book was released on 2020-04-28 with total page 253 pages. Available in PDF, EPUB and Kindle. Book excerpt: True or false? In selling high-value products or services: 'closing' increases your chance of success; it is essential to describe the benefits of your product or service to the customer; objection handling is an important skill; open questions are more effective than closed questions. All false, says this provocative book. Neil Rackham and his team studied more than 35,000 sales calls made by 10,000 sales people in 23 countries over 12 years. Their findings revealed that many of the methods developed for selling low-value goods just don‘t work for major sales. Rackham went on to introduce his SPIN-Selling method. SPIN describes the whole selling process: Situation questions Problem questions Implication questions Need-payoff questions SPIN-Selling provides you with a set of simple and practical techniques which have been tried in many of today‘s leading companies with dramatic improvements to their sales performance.

Download or read book ICGR 2018 Proceedings of the International Conference on Gender Research written by Ana Azevedo and published by Acpil. This book was released on 2018-03-22 with total page 650 pages. Available in PDF, EPUB and Kindle. Book excerpt: These proceedings represent the work of researchers participating in the International Conference on Gender Research (ICGR 2018) which is being hosted this year by the ISCAP in Porto, Portugal on 12-13 April 2018. ICGR is a new event on the international research conferences calendar and provides a valuable platform for individuals to present their research findings, display their work in progress and discuss conceptual and empirical advances in the areas surrounding Gender Research. It provides an important opportunity for researchers across a diverse range of fields all looking at aspects relating to Gender to come together with peers to share their varied and valuable experiences. The first day will be opened with a keynote presentation by Bruce I Newman from DePaul University in Chicago, USA who will address the topic Gender and Democracy. In the afternoon, there will be an additional keynote address on Empowering women in the IT/IS research: the importance of role models given by Isabel Ramos from, University of Minho, Portugal. The second day of the conference will be opened by Paola Paoloni from "NiccolÒ Cusano" University, Rome, Italy. Paola will be talking about A Relational Capital Dimension in Universities. In this event, participants will have the opportunity to have access to the latest research and developments concerning Gender Research and after an initial submission of 180 Abstracts, there will be 62 Research Papers, 8 PhD Research Papers, 2 Masters Papers, 1 Non-Academic and 4 Work in Progress Paper published in these Conference Proceedings. These papers represent truly global research in the field, with contributions from Australia, Belgium, Brazil, Canada, Colombia, Costa Rica, Cyprus, Czech Republic, Denmark, France, Germany, Greece, Iran, Italy, Kazakhstan, Lithuania, Malaysia, Mexico, Nepal, Nigeria, Pakistan, Philippines, Poland, Portugal, Russia, Slovakia, South Africa, Spain, Sweden, Taiwan, Thailand, The Netherlands, Turkey, UAE, UK and USA.

Download or read book The Challenger Sale written by Matthew Dixon and published by Penguin. This book was released on 2011-11-10 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships-and you'd be wrong. The best salespeople don't just build relationships with customers. They challenge them. The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades. Based on an exhaustive study of thousands of sales reps across multiple industries and geographies, The Challenger Sale argues that classic relationship building is a losing approach, especially when it comes to selling complex, large-scale business-to-business solutions. The authors' study found that every sales rep in the world falls into one of five distinct profiles, and while all of these types of reps can deliver average sales performance, only one-the Challenger- delivers consistently high performance. Instead of bludgeoning customers with endless facts and features about their company and products, Challengers approach customers with unique insights about how they can save or make money. They tailor their sales message to the customer's specific needs and objectives. Rather than acquiescing to the customer's every demand or objection, they are assertive, pushing back when necessary and taking control of the sale. The things that make Challengers unique are replicable and teachable to the average sales rep. Once you understand how to identify the Challengers in your organization, you can model their approach and embed it throughout your sales force. The authors explain how almost any average-performing rep, once equipped with the right tools, can successfully reframe customers' expectations and deliver a distinctive purchase experience that drives higher levels of customer loyalty and, ultimately, greater growth.

Download or read book Production and Operations Analysis written by Steven Nahmias and published by McGraw-Hill. This book was released on 2009 with total page 789 pages. Available in PDF, EPUB and Kindle. Book excerpt: Production and Operations Analysis, 6/e by Steven Nahmias provides a survey of the analytical methods used to support the functions of production and operations management. This latest edition maintains the focus on continual process improvement while enhancing the technical content of the book. Both analytical methods centered on factory and service processes, as well as process issues across the supply chain, are included. As always, the text presents the most cutting-edge quantitative models used in operations in a clear, accessible manner. While the familiar structure and organization of the text remains the same as previous editions, the current edition includes several new topics aimed at enhancing the technical content of the book.