Download or read book The Nature and Determinants of Customer Expectations of Service written by Valarie A. Zeithaml and published by . This book was released on 1991 with total page 28 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Nature and Determinants of Customer Expectations of Service written by Valarie A. Zeithaml and published by . This book was released on 1991 with total page 28 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Delivering Excellent Service Quality in Aviation written by Mario Kossmann and published by Routledge. This book was released on 2017-03-02 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical and realistic guide for both external and internal service providers in an aviation context to implementing an effective way to control the service quality as perceived by their customers, Delivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality. Offering a step-by-step and easy to understand framework, it also enables those service providers that are already proactively managing their service quality to build new techniques into current practice for maximum effect. By using this guide, decision-making as well as budget and capacity planning can be optimized and justified to any stakeholders in the service operation. Customer satisfaction can be improved considerably over time and, thereby, profits (or budget allocation for internal service providers). Crucially, the improvements the book provides can be systematically measured and easily disseminated throughout the organization, leading to increased levels of motivation amongst staff.
Download or read book Customer Relationship Management and Customer Service written by Adele Berndt and published by Juta and Company Ltd. This book was released on 2004 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer relations management (CRM) is about maintaining long-term customer relationships. This book looks at creating and managing customer relationships and how relationship marketing, applied throughout any organisation, can create new value to build the organisation for the long term. In order to achieve CRM, companies need to focus on customer retention, a high customer commitment and a long-term perspective. The book examines the changes in the practice of marketing and the solutions offered by relationship marketing. It also analyses the profound impact of technology and how it enables the business to focus on individual customers.
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 International Encyclopedia of Hospitality Management 2nd edition written by Abraham Pizam and published by Routledge. This book was released on 2012-06-25 with total page 734 pages. Available in PDF, EPUB and Kindle. Book excerpt: The International Encyclopedia of Hospitality Management is the definitive reference work for any individual studying or working in the hospitality industry. There are 185 Hospitality Management degrees in the UK alone. This new edition updates and significantly revises twenty five per cent of the entries and has an additional twenty new entries. New online material makes it the most up-to-date and accessible hospitality management encyclopedia on the market. It covers all of the relevant issues in the field of hospitality management from a sectoral level (lodging, restaurants/food service, time-share, clubs and events) as well as a functional one (accounting and finance, marketing, strategic management, human resources, information technology and facilities management). Its unique, user-friendly structure enables readers to find exactly the information they require at a glance – whether they require broad detail that takes a more cross-sectional view across each subject field or more focused information that looks closely at specific topics and issues within the hospitality industry today.
Download or read book Essentials of Services Marketing written by Jochen Wirtz and published by FT Press. This book was released on 2012-08-31 with total page 1383 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make it easy for students to understand: Clear, Simple Language and Visual Learning Aids The authors use simple English and short sentences to help students grasp concepts more easily and quickly. The text consists of full-colored learning cues, graphics, and diagrams to capture student attention and help them visualize concepts. Know Your ESM presents quick review questions designed to help students consolidate their understanding of key chapter concepts. Make it easy for students to relate: Cases and Examples written with a Global Outlook The first edition global outlook is retained by having an even spread of familiar cases and examples from the world’s major regions: 40% from American, 30% from Asia and 30% from Europe. Help students see how various concepts fit into the big picture: Revised Framework An improved framework characterized by stronger chapter integration as well as tighter presentation and structure. Help instructors to prepare for lessons: Enhanced Instructor Supplements Instructor’s Manual: Contain additional individual and group class activities. It also contains chapter-by-chapter teaching suggestions. Powerpoint Slides: Slides will feature example-based teaching using many examples and step-by-step application cases to teach and illustrate chapter concepts. Test Bank: Updated Test Bank that is Test Gen compatible. Video Bank: Corporate videos and advertisements help link concept to application. Videos will also come with teaching notes and/or a list of questions for students to answer. Case Bank: Cases can be in PDF format available for download as an Instructor Resource.
Download or read book SERVICES MARKETING written by R. SRINIVASAN and published by PHI Learning Pvt. Ltd.. This book was released on 2012-03-05 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: This third edition continues to give a clear analysis of what Services Marketing is all about. The book is reinforced with many illuminating case studies. What makes this new edition appealing to the readers are the reorganized chapters. Furthermore, new cases have been added and the existing cases have been updated to make the text as per the current scenario. The cases, set within the Indian context, lend a practical dimension to the subject, familiarizing the student with the developments in the Services Marketing area in India today. What is New to This Edition : • Updated cases and figures incorporated with current data The revised edition, with its emphasis on recent data and the contemporary Services Marketing scenario is an ideal companion for the budding managers. It should also be of great use to the practising managers attending various Management Development Programmes (MDPs) and Executive Development Programmes (EDPs).
Download or read book Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector written by Panwar, Upendra Singh and published by IGI Global. This book was released on 2016-04-11 with total page 529 pages. Available in PDF, EPUB and Kindle. Book excerpt: Economic growth is directly impacted by a multitude of different industries; in recent years, the service industry has emerged as a significant contributor to the global economy. As such, the effective management of this sector has become a widely studied topic. The Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector is an authoritative reference source for the latest research on emerging methods for innovative service design and delivery, examining how growing customer expectations and global competition has influenced this industry. Featuring quality factors, marketing tools, and the effects of consumer behavior, this publication is ideally suited for researchers, professionals, and academicians actively involved in the service industry.
Download or read book Tourism in the New Europe written by Rhodri Thomas and published by Elsevier. This book was released on 2007 with total page 263 pages. Available in PDF, EPUB and Kindle. Book excerpt: The distinctive feature of this volume is the fact that it presents results of primary and secondary studies concerning tourism SMEs that operate in a range of European contexts. Chapters discuss research into tourism SMEs in established EU member states, notanly Finland, Ireland, Portugal, Spain and the UK.
Download or read book Hospitality Business Development written by Ahmed Hassanien and published by Routledge. This book was released on 2010-05-04 with total page 299 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hospitality Business Development analyzes and evaluates the different aspects of business growth routes and development processes in the international hospitality industry. It considers the essential features of the strategic business context, in which any hospitality organization operates, and: • explores the essential requirements and challenges of hospitality business development, and the implications which these present for hospitality operators. • explains how differentiation and innovation can become key to organizational success and provides you with the all of the skills you need to implement your own business development • examines the shifting nature of demand, evaluating consumers’ behaviour and relating the principles of customer centricity to the business development function • is packed with case studies and industry related examples, which cover a broad range of hospitality sectors including in-flight catering, holiday homes, guest houses, licensed retail, catering, international restaurants and hotels, ensuring you have a thorough understanding of the international hospitality business development . Hospitality Business Development equips students and aspiring hospitality managers with the necessary knowledge, expertise and skills in business development. This book is a must-read for any one studying or working in the hospitality industry.
Download or read book Advances in Tourism Technology and Systems written by António Abreu and published by Springer Nature. This book was released on 2023-06-18 with total page 789 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 and Systems (ICOTTS 2022), held at University of Chile, Santiago de Chile, Chile, from 3 to 5 November 2022. The book is divided into two volumes, and it covers the areas of 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 Quality of Life Improvement Smart Approaches for the Working and Aging Populations written by Sabina Baraković and published by Frontiers Media SA. This book was released on 2024-03-19 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality of life (QoL) is a broad concept that has many definitions and meanings depending on the context under consideration. It can be perceived as the overall enjoyment of life, and a multidimensional concept which emphasizes the self-perceptions of an individual’s current state of mind, which is affected in a complex way by the person’s physical health, psychological state, personal beliefs, social relationships, and their relationship to salient features of their environment. On the other hand, demographic data suggests an increased need for workers worldwide and a rapid aging trend in the active workforce as well as in general. This trend of workforce deficit and population aging will be even more prominent in the future. Therefore, in order to have and sustain a healthy, motivated, and productive workforce, but also healthy, independent, and active elderly adults, one must improve their QoL, and vice versa. Improving QoL will improve general public health, and in turn create communities who can contribute in diverse and positive ways to both promote and sustain health for future generations.
Download or read book Services Marketing Self Portraits Introspections Reflections and Glimpses from the Experts written by Raymond P. Fisk and published by Marketing Classics Press. This book was released on 2012-03-15 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book On Great Service written by Leonard L. Berry and published by Simon and Schuster. This book was released on 1995-04-01 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their capacity to deliver what they promise and more. From his on-site observation of the strategies and practices of such companies as Mary Kay Cosmetics, Tattered Cover Book Store, Longo Toyota & Lexus, Lakeland Regional Medical Center, and Hard Rock Cafe, Berry has constructed a dynamic new framework for improving service. This framework provides a roadmap for implementation found nowhere else in the service quality literature. In every chapter Berry draws on his twelve years of research in service quality to explain each part of the framework in detail. He provides rich insights and inspiring examples of great service -- including numerous examples unique to this book as well as the classic success stories of USAA, Taco Bell, and many more. Berry shows that a company must (1) develop service leadership skills and values -- a concept substantially different from developing general leadership; (2) build a service quality information system; and (3) create a comprehensive service strategy based on the four principles of great service: reliability, surprise, recovery, and fairness. He demonstrates how these four principles, when adopted by the leadership and infused into the systems of a service company, are the building blocks of the framework and form the anchor for implementation. Berry shows how the "artistry" of great service can be systematically created from this foundation through a company's organizational structure, technology, and often under utilized human resources assets. He challenges service managers to set their service quality aspirations higher, and his innovative, practical ideas will help them achieve those higher standards. Linking service excellence to value creation, Berry provides solid financial reasons for the necessity of great service. Here, at last, is the book for which managers in every service industry have waited: Leonard Berry's "operating manual" for turning plans for great service into action.
Download or read book The Cornell School of Hotel Administration Handbook of Applied Hospitality Strategy written by Cathy A. Enz and published by SAGE. This book was released on 2010-07-14 with total page 1081 pages. Available in PDF, EPUB and Kindle. Book excerpt: This state-of-the-art handbook approaches the topics of hospitality strategy with an emphasis on immediate application of ideas to current practice. Top hospitality scholars make original contributions with the inclusion of senior level executives input, insights and current best practices. By incorporating the latest research and thinking on various strategic topics with the commentary and insights of successful executives this handbook blends cutting edge ideas and comprehensive reviews of the subject with innovative illustrations and examples from practice. The strength of the handbook is its combination of academic rigour and hospitality application. The handbook will have a clear reference orientation and focus on key topical issues and problem of interest to practitioners and advanced students of hospitality strategy.
Download or read book Handbook of Services Marketing and Management written by Teresa Swartz and published by SAGE. This book was released on 2000 with total page 538 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world''s leading experts on services marketing and management.'
