Download or read book Market Orientation Quality and Customer Satisfaction in an Industrial Services Market written by Kenneth E. Paul and published by . This book was released on 1994 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Market Orientation Service Quality written by Renu Jadon and published by Exceller Books. This book was released on with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book follows a clearly formulated methodological structure to introduce the subject to the research scholars and students. It follows a comprehensive, logical approach to explain the concept. The book also incorporates various aspects related to market orientation and service quality. It will definitely help the scholars who are doing research in this direction.
Download or read book Services Marketing Management written by Hans Kasper and published by . This book was released on 1999-07-27 with total page 776 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services Marketing Management An International Perspective Services Marketing Management provides students with an understanding of services marketing in an international context. Based on the authors' views about the essence of marketing in concepts such as market orientation, long-term relationships, quality and, ultimately, satisfaction, this unique book includes the latest developments in Europe, Northern America and Australasia. The text is built around four themes: * The fundamentals of services marketing management * A new classification of services based on an extensive overview of existing classifications * The definition of four new types of services * The increasing trend to the internationalization of services The benefits of this book are threefold, the reader will: have an understanding of services marketing management in both a national and an international context; be able to manage a market-oriented service organization; and be able to deliver excellent service quality leading to long-term relationships with customers and employees. Numerous examples illustrate key points discussed in the text and each chapter concludes with a case study.
Download or read book Outside In Marketing written by James Mathewson and published by IBM Press. This book was released on 2016-04-08 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: Supercharge ROI by Rebuilding Content Marketing Around Your Customer! Marketing has always been about my brand, my product, my company. That’s “inside-out” marketing. Today, customers hate it—and ignore it. What does work? Customized messages they already care about. Marketing that respects their time and gives them immediate value in exchange for their attention. Marketing that’s “outside-in.” Now, two renowned digital marketing thought leaders show how to integrate content marketing with Big Data to create high-ROI, outside-in marketing. James Mathewson and Mike Moran share new practices, techniques, guidelines, and metrics for engaging on your customers’ terms, using their words, reflecting their motivations. Whether you’re a content marketer, marketing executive, or analyst, you’ll learn how to: • Ease your customers’ pain—solve what keeps them up at night—with compelling content experiences • Build content that’s essential to clients and prospects in each step of their buyer journeys • Integrate search and social data into all facets of content development to continually improve its effectiveness • Build evergreen content that is continuously improved to better meet the needs of your clients and prospects • Apply advanced machine learning, text analytics, and sentiment analysis to craft more discoverable, shareable content • Shape your messages to intercept your clients’ and prospects’ information discovery in Google • Transform culture and systems to excel at outside-in marketing
Download or read book Internal Market Orientation as an Antecedent to Industrial Service Quality written by and published by . This book was released on 2009 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Internal market orientation as an antecedent to industrial service quality.
Download or read book Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution written by Silvestri, Cecilia and published by IGI Global. This book was released on 2019-11-15 with total page 389 pages. Available in PDF, EPUB and Kindle. Book excerpt: A well-planned marketing orientation strategy that keeps customers informed is the first step to building a long-term relationship with customers and providing them with appropriate incentives. The difficulty with providing a winning strategy in a highly competitive market, however, stems from responding to the specific needs of the customers. Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution is an essential reference source that links together three highly relevant topics in the business of modern economy—innovation, customer satisfaction, and sustainability—and analyzes their synergies. Featuring research on topics such as e-business, global business, and sustainable innovation, this book is ideally designed for business consultants, managers, customer service representatives, entrepreneurs, academicians, researchers, and students seeking coverage on directing sustainable companies.
Download or read book Customer Retention in the Automotive Industry written by Michael D. Johnson and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualität, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung.
Download or read book Service Breakthroughs written by James L. Heskett and published by Simon and Schuster. This book was released on 1990-09-17 with total page 307 pages. Available in PDF, EPUB and Kindle. Book excerpt: What Do Citicorp, UPS and Marriott have in common? They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in Service Breakthroughs, based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail. At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs." The "cycle" is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their "merely good" competitors. The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their "service concept" in terms of results achieved for customers rather than services performed. They target market segments by focusing on psychographics -- how customers think and behave -- instead of demographics. And instead of viewing a service delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service. These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, Service Breakthroughs will be essential reading.
Download or read book Quality and Customer Service written by Michael Guiry and published by . This book was released on 1989 with total page 38 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Effects of Market Orientation on Customer Satisfaction written by Michael M. Galer and published by Createspace Independent Publishing Platform. This book was released on 2017-08-13 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt: Good customer service makes for happy customers. Happy employees make for good customer service.
Download or read book Coopetition Strategy written by Giovanni B. Dagnino and published by Routledge. This book was released on 2009-09-10 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: This innovative book portrays the state-of-the-art of coopetition strategy regarded as a compelling mindset to exploit entirely the potential of actors’ interdependencies (firms, governments, suppliers, customers, scientists and partners) in today’s global scenarios. It provides the rudiments for navigating an exploration journey into a virtually new and emergent management subfield. This volume presents three key distinctive features: it is the first attempt that delves systematically and rigorously into coopetition strategy and coopetitive behaviour; it clearly elucidates the contribution of coopetition to the advancement of strategic management and managerial practice; it is the outcome of the collective brains of several scholars, with diverse geographical roots and backgrounds, who cultivate original research on co-opetition strategy from a variety of perspectives (economic, managerial, political) and multiple methods (theory building, game-theoretical, experimental and inductive case-based inquiries). Looking into this volume, the reader will realize that, while the topic is at the beginning of its lifecycle, coopetition strategy has touched an important crossroads which solicits a more comprehensive and systematic assessment. If mindfully formulated and implemented, this hybrid strategic option is able to increase returns and generate value for shareholders, entrepreneurs, managers and coopetitors.
Download or read book Managing Customer Value written by Bradley Gale and published by Free Press. This book was released on 2010-07-13 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
Download or read book Developing a Market Orientation written by Rohit Deshpande and published by SAGE. This book was released on 1999-04-13 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Market orientation is best defined as an organization-level culture, a set of shared values and beliefs about putting the customer first in business planning. This book demonstrates the importance of market orientation on organizational culture (the shared set of values for putting customers first), on strategy (the creation of superior value for a firm's customers), and on tactics (the set of cross-functional activities directed at creating and satisfying customers).
Download or read book Advances in Services Innovations written by Dieter Spath and published by Springer Science & Business Media. This book was released on 2006-12-02 with total page 308 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book documents the state-of-the-art in Services Science. It combines contributions in Service Engineering, Service Management and Service Marketing and helps to develop a roadmap for future R and D activities in these fields. The book is written for researchers in engineering and management.
Download or read book Internal Marketing written by Pervaiz K. Ahmed and published by Routledge. This book was released on 2013-06-17 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: A clear-sighted introduction to a complex subject, 'Internal Marketing' provides the reader with a succinct overview of the most recent thinking and practice. The text begins by defining what internal marketing is and how it can work, and from this foundation: * Outlines state-of-the-art thinking and practice * Demonstrates how internal marketing can be used to facilitate such diverse strategies as TQM, New Product Development and Change Management * Highlights the techniques managers need to understand to use IM effectively within their organizations * Contains a range of international and up to the minute examples and cases of best practice from companies around the world Throughout the book the emphasis is on understanding the principles that have made internal marketing such a potent force within leading corporations. This is combined with a pragmatic assessment of the many challenges involved in making it a reality within an organization.
Download or read book Best Practice written by Mohamed Zairi and published by Routledge. This book was released on 2010-02-17 with total page 455 pages. Available in PDF, EPUB and Kindle. Book excerpt: Best Practice: Process Innovation Management highlights best practice in innovation by bringing together practitioners and researchers in this field. This book presents contributions from leading academics and practitioners involved with innovation. They bring together all the strands of research, best practice and advice establishing an essential source of information for all involved with process innovation management.
Download or read book Customer Orientation and Market Action written by Michael David Johnson and published by . This book was released on 1998 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Graduate/executive level consumer behavior and technology text illustrates the importance of understanding customer needs. In Customer Orientation and Market Action Johnson provides a rigorous yet practical introduction to customers in today's marketplace. By integrating research and application, the book helps both students and practitioners gain valuable insights into customer characteristics and needs, and use these insights to improve business decisions.
