Author: Renu Jadon
Publisher: Exceller Books
ISBN:
Category : Business & Economics
Languages : en
Pages : 120
Book Description
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.
Market Orientation & Service Quality
Author: Renu Jadon
Publisher: Exceller Books
ISBN:
Category : Business & Economics
Languages : en
Pages : 120
Book Description
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.
Publisher: Exceller Books
ISBN:
Category : Business & Economics
Languages : en
Pages : 120
Book Description
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.
The Relationship Between Service Quality and Market Orientation
Author: An-Chi Hsu
Publisher:
ISBN:
Category : Advertising
Languages : en
Pages : 186
Book Description
Publisher:
ISBN:
Category : Advertising
Languages : en
Pages : 186
Book Description
Changing Market Relationships in the Internet Age
Author: Jean-Jacques Lambin
Publisher: Presses univ. de Louvain
ISBN: 9782874631191
Category : Business & Economics
Languages : en
Pages : 198
Book Description
This essay attempts to structure a forward-looking approach to the evolving role of marketing in today's economy. Many organisations today recognize the need to become more market responsive in the global and interconnected market in which they operate.
Publisher: Presses univ. de Louvain
ISBN: 9782874631191
Category : Business & Economics
Languages : en
Pages : 198
Book Description
This essay attempts to structure a forward-looking approach to the evolving role of marketing in today's economy. Many organisations today recognize the need to become more market responsive in the global and interconnected market in which they operate.
Excellence, Market Orientation and Service Quality
Author: Albert Caruana
Publisher:
ISBN:
Category : Economics
Languages : en
Pages : 30
Book Description
Publisher:
ISBN:
Category : Economics
Languages : en
Pages : 30
Book Description
Services Marketing Management
Author: Hans Kasper
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 776
Book Description
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.
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 776
Book Description
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.
Service Breakthroughs
Author: James L. Heskett
Publisher: Simon and Schuster
ISBN: 1439105839
Category : Business & Economics
Languages : en
Pages : 307
Book Description
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.
Publisher: Simon and Schuster
ISBN: 1439105839
Category : Business & Economics
Languages : en
Pages : 307
Book Description
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.
Excellence, Market Orientation, Some Aspects of Service Quality and Their Effect on Performance in Service Companies
Author: Albert Caruana
Publisher:
ISBN:
Category : Industrial efficiency
Languages : en
Pages : 30
Book Description
Publisher:
ISBN:
Category : Industrial efficiency
Languages : en
Pages : 30
Book Description
Market Orientation, Quality, and Customer Satisfaction in an Industrial Services Market
Author: Kenneth E. Paul
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 270
Book Description
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 270
Book Description
The Effects of Market Orientation on Customer Satisfaction
Author: Michael M. Galer
Publisher: Createspace Independent Publishing Platform
ISBN: 9781973917809
Category :
Languages : en
Pages : 146
Book Description
Good customer service makes for happy customers. Happy employees make for good customer service.
Publisher: Createspace Independent Publishing Platform
ISBN: 9781973917809
Category :
Languages : en
Pages : 146
Book Description
Good customer service makes for happy customers. Happy employees make for good customer service.
Internal Market Orientation as an Antecedent to Industrial Service Quality
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages :
Book Description
Internal market orientation as an antecedent to industrial service quality.
Publisher:
ISBN:
Category :
Languages : en
Pages :
Book Description
Internal market orientation as an antecedent to industrial service quality.