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Paperback. Zustand: New. Many services with limited capacity face wide swings in demand that can be caused by the change in seasons. The effective use of expensive productive capacity is one of the secrets of success in such businesses. By working with managers in operations and human resources, service marketers need to develop…

Paperback. Zustand: New. Highly capable and motivated people are at the center of service excellence and productivity. Behind today's successful service organizations stands a firm commitment to effective management of human resources, including the recruitment, selection, training, motivation, and retention of employees. Organi…

Paperback. Zustand: New. Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Building a World-Class Service Organisation is the 13th volume in the Winning in Service Markets series by services marketing expert Jochen Wirtz. This volume p…

Paperback. Zustand: New. Creating a viable service requires a business model that allows for the costs of creating and delivering the service, in addition to a margin for profits, to be recovered through realistic pricing and revenue management strategies. However, the pricing of services is complicated. Pricing Services and Rev…

Paperback. Zustand: New. The relationship between productivity and customer satisfaction is complex. Service Quality and Productivity Management describes that the quality and productivity are twin paths in creating value for both customers and organizations. This book describes how to improve service quality and productivity, a…

Paperback. Zustand: New. The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds custome…

Paperback. Zustand: New. Targeting, acquiring, and retaining the "right" customers is at the core of many successful service firms. The objective is to build the relationships and develop loyal customers who will contribute to a growing volume of business with the firm in the future. Managing Customer Relationships and Building…

Paperback. Zustand: New. Designing the service environment is an art that involves a lot of time and effort, and can be expensive to implement. Service environments relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites. Crafting the Serv…

Paperback. Zustand: New. From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss how ser…

Paperback. Zustand: New. What makes consumers or institutional buyers select, and remain loyal to, one service provider over another? Without knowing which product features are of specific interest to customers, it is hard for managers to develop an appropriate strategy. As competition intensifies in the service sector, it is be…

Paperback. Zustand: New. In services marketing, it is important to understand why customers behave the way they do. How do they make decisions about buying and using a service? What determines their satisfaction with it after consumption? Without this understanding, no firm can hope to create and deliver services that will resul…

Paperback. Zustand: New. All service organizations face choices concerning the types of products to offer and how to deliver them to customers. Designing a service product is a complex task that requires an understanding of how the core and supplementary services should be combined, sequenced, and delivered to create a value pro…

Paperback. Zustand: New. Developing an effective service marketing communications strategy starts with a good understanding of the service product and its prospective buyers. It is essential to understand target market segments and their exposure to different media, consumers' awareness of the service product, their attitudes to…

Paperback. Zustand: New. In Trump's Populist America, author Steven Rosefielde argues that the policies Trump fashions are not half measures, but stem from an understanding of his supporters and their desire for an elected government that is attuned to the common man's concerns. Through this lens, voting for Trump can be seen as…

Paperback. Zustand: New. "It is written in clear English, without equations, and with plenty of charts to ground one's understanding in the real world . The authors make a compelling case that economists need to take their simplifying assumptions more seriously, to embrace statistical techniques that can track dynamic markets wi…

Hardback. Zustand: New. "Positive Influence recognizes human connection as a universal and enduring need. In an evolving world facing crises of disconnection where loneliness, division, and polarization have become commonplace, Tsun-yan Hsieh and Huijin Kong offer a substantive, go-to guide to build a personal craft for nurturin…