Download or read book International Journal of Applied Management Sciences and Engineering IJAMSE written by J. Paulo Davim and published by . This book was released on 2015 with total page 70 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Measurement of Customer Satisfaction written by David Willemsen and published by GRIN Verlag. This book was released on 2011-02-17 with total page 78 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (undergraduate) from the year 2010 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,0, RWTH Aachen University (Lehrstuhl Wirtschaftswissenschaften für Ingenieure und Naturwissenschaftler ), language: English, abstract: Only those companies that fully satisfy their customers will be able to maintain a top market position in the long run. Despite the fact that this rule has been known for a very long time, it has drastically gained in importance in the last years. The reasons are multifarious, but three main aspects can be named: the upswing of customer needs, exacerbating competition, and more complex market conditions. Rising customer demands can best be explained by a growing range of products competing against each other. In times of fierce competition, companies must deliver optimal products for the purpose of maintaining their competitiveness and strengthening their market positions. To ensure maximum customer loyalty, it is essential to know the status quo regarding the so called customer satisfaction and how consumer needs developed over time. This thesis presents the current state of research in the field of customer satisfaction measurement. In its macro-structure it can be divided into a theoretical and an empirical part. In the first one, the main measurement and calculation methods are described and discussed with focus on their capability to provide valid and reliable results concerning customer satisfaction. Chapter 2 sets the thematic framework by examining different conceptions of the formation of customer satisfaction. On this basis, a coarse presentation and categorization of prevalent measurement approaches is given. Not all of those approaches are up to today’s standard of providing valid and reliable measures. Hence, in Chapter 3, only the promising subset of those approaches is further analyzed. Those methods are critically analyzed and assessed with the help of the existing literature. Building on this, a holistic customer satisfaction measurement system is introduced. Subsequently, Chapter 4 addresses the issue of comparability of different customer satisfaction measures and represents the transition from the theoretical to a praxis-based empirical part. Chapter 4.1 focuses on challenges for obtaining comparable data in international measurements. A closer look is taken at the different national CSI models as well as a recently established uniform European approach. Furthermore, study results of individual countries and industries are examined for their similarities and differences. The thesis concludes with a summary of the most important findings and provides an outlook on future developments in the field of customer satisfaction research.
Download or read book Service Excellence written by Ruth N. Bolton and published by Business Expert Press. This book was released on 2016-04-18 with total page 181 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.
Download or read book Research Anthology on E Commerce Adoption Models and Applications for Modern Business written by Management Association, Information Resources and published by IGI Global. This book was released on 2021-04-16 with total page 1964 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the next few years, it is expected that most businesses will have transitioned to the use of electronic commerce technologies, namely e-commerce. This acceleration in the acceptance of e-commerce not only changes the face of business and retail, but also has introduced new, adaptive business models. The experience of consumers in online shopping and the popularity of the digital marketplace have changed the way businesses must meet the needs of consumers. To stay relevant, businesses must develop new techniques and strategies to remain competitive in a changing commercial atmosphere. The way in which e-commerce is being implemented, the business models that have been developed, and the applications including the benefits and challenges to e-commerce must be discussed to understand modern business. The Research Anthology on E-Commerce Adoption, Models, and Applications for Modern Business discusses the best practices, latest strategies, and newest methods for implementing and using e-commerce in modern businesses. This includes not only a view of how business models have changed and what business models have emerged, but also provides a focus on how consumers have changed in terms of their needs, their online behavior, and their use of e-commerce services. Topics including e-business, e-services, mobile commerce, usability models, website development, brand management and marketing, and online shopping will be explored in detail. This book is ideally intended for business managers, e-commerce managers, marketers, advertisers, brand managers, executives, IT consultants, practitioners, researchers, academicians, and students interested in how e-commerce is impacting modern business models.
Download or read book Successful Negotiations written by Marc Helmold and published by Springer Nature. This book was released on 2022-07-12 with total page 259 pages. Available in PDF, EPUB and Kindle. Book excerpt: Use this book to improve your negotiation strategies If you want to position yourself advantageously in your company in the long term, you have to master negotiation strategies. Gain a decisive advantage over your business partners and learn everything about successful negotiation with this book. The authors provide a valuable overview of concrete negotiation situations in industry and business and show ways to achieve successful negotiation breakthroughs. Their book systematically and logically brings together the following aspects: Negotiation preparation Conducting negotiations Negotiation psychology Success in negotiations In addition to the structured approach in a six-phase model, the authors also explain in a practical and clear manner all the psychological and non-verbal tools that lead to a successful negotiation conclusion. The authors have many years of profound international management experience and provide helpful recommendations on how to effectively take intercultural elements into account in negotiations. The contents of the book at a glance Learn to negotiate successfully and acquire in-depth knowledge in the following areas: Negotiation concepts Negotiation management and preparation Best-in-class negotiations Appropriate tools and tactics in negotiations Analysis techniques of non-verbal communication Negotiations in an international context Negotiations in the face of financial difficulties and the threat of insolvency Negotiations in complex projects. Who should read this book on successful negotiations? With its structured approach, the book is particularly recommended for employees in development, quality management, purchasing, production, marketing and sales. But also project managers, executives and entrepreneurs who repeatedly have to negotiate customers or suppliers about performance features of products and services will benefit from this book, because here they learn the negotiation techniques with which they can convince in important discussions. The symbiosis of theory and practice also makes this work suitable for use in higher education and provides professors, teaching staff and students in an international context with an overview of the subject. This book is a translation of the original German 1st edition Erfolgreiche Verhandlungen by Marc Helmold, Florian Hummel and Tracy Dathe published by Springer Fachmedien Wiesbaden GmbH, ein Teil von Springer Nature in 2019. The translation was done with the help of artificial intelligence (machine translation by the service DeepL.com). A subsequent human revision was done primarily in terms of content, so that the book will read stylistically differently from a conventional translation. Springer Nature works continuously to further the development of tools for the production of books and on the related technologies to support the authors.
Download or read book Communication for Business and the Professions Strategie s and Skills written by Judith Dwyer and published by Pearson Higher Education AU. This book was released on 2012-10-15 with total page 721 pages. Available in PDF, EPUB and Kindle. Book excerpt: The comprehensive how-to guide to preparing students for the demands they’ll face on the job. Dwyer thoroughly addresses the new-media skills that employees are expected to have in today’s business environment. Now titled Communication for Business and the Professions: Strategies and Skills, the fifth edition presents these technologies in the context of proven communication strategies and essential business English skills. With new and updated content on social media and technology, Dwyer provides comprehensive coverage of communication strategies and skills by linking theory and research with practical skills and examples. Dwyer believes in expanding our knowledge of what we can do to interact effectively and provides us with working models to practise and refine how well we do it. This edition continues to provide a solid background in communication, stimulate critical thinking, and promote active learning through a variety of features and activities.
Download or read book Responsible Design Implementation and Use of Information and Communication Technology written by Marié Hattingh and published by Springer Nature. This book was released on 2020-04-06 with total page 611 pages. Available in PDF, EPUB and Kindle. Book excerpt: This two-volume set constitutes the proceedings of the 19th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2020, held in Skukuza, South Africa, in April 2020.* The total of 80 full and 7 short papers presented in these volumes were carefully reviewed and selected from 191 submissions. The papers are organized in the following topical sections: Part I: block chain; fourth industrial revolution; eBusiness; business processes; big data and machine learning; and ICT and education Part II: eGovernment; eHealth; security; social media; knowledge and knowledge management; ICT and gender equality and development; information systems for governance; and user experience and usability *Due to the global COVID-19 pandemic and the consequential worldwide imposed travel restrictions and lockdown, the I3E 2020 conference event scheduled to take place in Skukuza, South Africa, was unfortunately cancelled.
Download or read book Safety and Reliability Methodology and Applications written by Tomasz Nowakowski and published by CRC Press. This book was released on 2014-09-01 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: Within the last fifty years the performance requirements for technical objects and systems were supplemented with: customer expectations (quality), abilities to prevent the loss of the object properties in operation time (reliability and maintainability), protection against the effects of undesirable events (safety and security) and the ability to
Download or read book Handbook of Research on Effective Project Management through the Integration of Knowledge and Innovation written by Jamil, George Leal and published by IGI Global. This book was released on 2015-01-31 with total page 634 pages. Available in PDF, EPUB and Kindle. Book excerpt: The field of project management experiences conceptual, technological, and decision issues when projects are created, implemented, and executed without the needed strategic connection. It is important to improve the connection between knowledge management and project management practices. The Handbook of Research on Effective Project Management through the Integration of Knowledge and Innovation bridges the gap between knowledge management and project management practices by providing both classical and modern views on their relationship. Discussing principles, practices, methods, and real case studies, this book describes the importance of aligning projects with a knowledge-based strategic plan to the benefit of practitioners, professionals, scholars, and researchers in the fields of management and information science.
Download or read book Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior written by and published by . This book was released on 2003 with total page 572 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Concurrent Engineering Tools and Technologies for Mechanical System Design written by Edward J. Haug and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 987 pages. Available in PDF, EPUB and Kindle. Book excerpt: These proceedings contain lectures presented at the NATO Advanced Study Institute on Concurrent Engineering Tools and Technologies for Mechanical System Design held in Iowa City, Iowa, 25 May -5 June, 1992. Lectures were presented by leaders from Europe and North America in disciplines contributing to the emerging international focus on Concurrent Engineering of mechanical systems. Participants in the Institute were specialists from throughout NATO in disciplines constituting Concurrent Engineering, many of whom presented contributed papers during the Institute and all of whom participated actively in discussions on technical aspects of the subject. The proceedings are organized into the following five parts: Part 1 Basic Concepts and Methods Part 2 Application Sectors Part 3 Manufacturing Part 4 Design Sensitivity Analysis and Optimization Part 5 Virtual Prototyping and Human Factors Each of the parts is comprised of papers that present state-of-the-art concepts and methods in fields contributing to Concurrent Engineering of mechanical systems. The lead-off papers in each part are based on invited lectures, followed by papers based on contributed presentations made by participants in the Institute.
Download or read book Who Owns the Data written by Frank L. Eichorn and published by Tate Pub & Enterprises Llc. This book was released on 2005-09 with total page 118 pages. Available in PDF, EPUB and Kindle. Book excerpt: We all know how important customer service is, every company espouses it. But how often do we think about treating our internal colleagues with the same customer service levels as our external customers? Who Owns The Data? examines the relationships between IT departments in an organization and the business units they support and develops a holistic approach to improving these internal relationships. This book is targeted at executives, managers and team members at every level of an organization. It demonstrates the direct, positive impact of adopting Internal Customer Relationship Management principles on employee satisfaction, customer satisfaction and organizational performance.
Download or read book Predicting Trends and Building Strategies for Consumer Engagement in Retail Environments written by Granata, Giuseppe and published by IGI Global. This book was released on 2019-05-30 with total page 429 pages. Available in PDF, EPUB and Kindle. Book excerpt: Global economic scenarios are increasing in complexity due to the recent global financial crisis, globalization, the evolution of ICT, and the changing behaviors of consumers. This has made it difficult to predict trends and build strategies within the retail industry. As a result, long-term forecasts and schedules are not possible, and more research is needed to explore todays consumer profile and set the frameworks for future recovery strategies. Predicting Trends and Building Strategies for Consumer Engagement in Retail Environments is a pivotal reference source that provides practical insights into improving the understanding of complex retail environments and consumer shopping behaviors in order to predict trends and develop strategies for retailers in times of economic crisis. While highlighting topics such as consumer engagement, industry models, and market globalization, this publication explores qualitative and quantitative methods of interest and the multidisciplinary approaches revolving around the industry. This book is ideally designed for marketers, managers, practitioners, retail professionals, academicians, researchers, and students seeking current research on relationship marketing, digital marketing, service management, and complexity theories.
Download or read book Hospitality and Tourism 2015 written by Salamiah A. Jamal and published by CRC Press. This book was released on 2015-10-29 with total page 392 pages. Available in PDF, EPUB and Kindle. Book excerpt: Innovation and Best Practices in Hospitality and Tourism Research contains 71 accepted papers from the Hospitality and Tourism Conference (HTC 2015, Melaka, Malaysia, 2-3 November, 2015). The book presents theup-and-coming paradigms and innovative practices within the hospitality and tourism industries, and covers the following topics:Mana
Download or read book Well being and work motivation brought by technological changes coping and adaptations during and post COVID 19 pandemic Barriers and opportunities written by Stanislava Yordanova Stoyanova and published by Frontiers Media SA. This book was released on 2023-03-23 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Management Principles written by P. J. Smit and published by Juta and Company Ltd. This book was released on 2007 with total page 484 pages. Available in PDF, EPUB and Kindle. Book excerpt: Book & CD. To improve on an award-winning book poses a major challenge to its authors. The authors of this book took the challenge head-on by conducting a major research study to determine what exactly the outcomes are that managers at different levels must deliver in contemporary organisations in South Africa, and the rest of Africa. The findings of this study, which dealt with current and near-future management issues, as well as classical and contemporary thinking about management, were used as the blueprint for the updating of this book. After placing management in context, the authors deal with the knowledge, skills and dispositions required of managers to perform the management functions of planning, organising, leading and controlling in a volatile business world. Examples of how the functions are applied in practice are cited throughout the book. These examples refer mainly to South African organisations and situations that managers in South Africa, and Africa, have to deal with to create and sustain a competitive advantage for their organisations. The book endeavours to break down the silo effect of seeing the management functions as separate activities. This is done by continuously placing the management function at hand in a bigger context. This enables learners of management to assess the implications of management decisions on different people, processes, systems and so on that make up the organisation.
Download or read book TOTAL QUALITY MANAGEMENT written by L. SUGANTHI and published by PHI Learning Pvt. Ltd.. This book was released on 2004-01-01 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: This comprehensive, student friendly book is intended as a tool to achieve quality in organizations. Completing a course based on topics covered in this book will make one confident enough to implement quality management principles in a given situation. A holistic approach, practical relevance, effective learning and a compendium of A to Z of TQM distinguish this well-written text. Inclusion of the findings of research carried out by the authors in industries and educational institutions add flavour to the book. Various examples are drawn from institutional experience, which make the understanding of the concepts easy. The special feature of this book is that every chapter has a case study, in addition to a host of short questions and summary type questions. The questions for group discussion, practical exercises and net based exercises given at the end of every chapter are unique. Intended primarily as a textbook for engineering and management students, this book would also be useful for the in-house training of engineers and managers of various industries and organizations on TQM. The book may be effectively used as a resource material for quality professionals and consultants.
