Design and Management of Service Processes PDF Download
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Author: Rohit Ramaswamy
Publisher: Prentice Hall
ISBN:
Category : Business & Economics
Languages : en
Pages : 480
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Book Description
PLEASE PROVIDE COURSE INFORMATION PLEASE PROVIDE
Author: Rohit Ramaswamy
Publisher: Prentice Hall
ISBN:
Category : Business & Economics
Languages : en
Pages : 480
Get Book Here
Book Description
PLEASE PROVIDE COURSE INFORMATION PLEASE PROVIDE
Author: Edwin N. Torres
Publisher: Taylor & Francis
ISBN: 0429558996
Category : Business & Economics
Languages : en
Pages : 355
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Book Description
This timely book is a comprehensive overview of customer service principles, theories, and practices. It looks at the best practices of service enterprises and the delivery of superior customer service. It also includes classic and contemporary theories relating to the consumers, managers, and their behaviors in organizational setting. The book uses real-life applications through examples from business enterprises in various service sectors, including hotels, restaurants, theme parks, event management, airlines, cruises, (e-)retailers, and finance. This book covers important concepts in service design and delivery including customer experiences, peer-to-peer services, the organization’s servicescape, quality measurement tools, and use of technologies. The book also gives insights into consumers including their expectations, attitudes, emotions, word-of-mouth behaviors, and strategies to ensure their loyalty. It also looks at developments in service theory and practice which remain relatively unexplored by existing textbooks. Filled with real-world case studies in various service sectors, this textbook will be particularly useful for students in hospitality guest services and services marketing.
Author: Matthew Dixon
Publisher: Penguin
ISBN: 1591845815
Category : Business & Economics
Languages : en
Pages : 258
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Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Author: Rakesh Mishra
Publisher:
ISBN: 9781734805314
Category :
Languages : en
Pages : 112
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Book Description
LIFE IS SIMPLE, YET WE MAKE IT COMPLICATED! What if you could get step-by-step help to be free from your limitations and pursue your dreams? What if your worries could be gone forever so that you could live with renewed motivation and enthusiasm? Imagine what would it be like to have the book that could quite literally be the handbook for the rest of your life to live a purpose driven and meaningful life? Award-winning speaker and communication coach Rakesh Mishra covers his step-by-step system to live a rich and engaged life with purpose. Six Pillars of the Life Management System begins by walking you through your relationship with the key areas of your life - Health, Wealth, Family, Career/Business, Social Life and Spirituality - helping you uncover the challenges and opportunities that shape your experience. Each chapter then delves into practical tips and exercises for freeing yourself from the patterns, thoughts, and behaviors that limit your peak potential in each area. In this book you will learn how to Find and live your life purpose Profit from your passion Become a master of your own destiny Find financial freedom Stay motivated Enjoy a more meaningful life Work less and make more money Live with ONE PLANET, ONE FAMILY belief Live more socially engaged and connected life Live in contribution mode rather just consumer mode Live your life with full of curiosity and creativity BONUSES FREE Happy Family Formula guide FREE Workbook to help you apply the book's teachings to your life Pick up your copy today by clicking the BUY NOW button at the top of this page!
Author: David Kadavy
Publisher: Kadavy, Inc.
ISBN:
Category : Business & Economics
Languages : en
Pages : 134
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Book Description
OVER 40,000 COPIES SOLD “An exhilarating but highly structured approach to the creative use of time. Kadavy’s approach is likely to spark a new evaluation of conventional time management. ” —Kirkus Reviews You have the TIME. Do you have the ENERGY? You’ve done everything you can to save time. Every productivity tip, every “life hack,” every time management technique. But the more time you save, the less time you have. The more overwhelmed, stressed, exhausted you feel. “Time management” is squeezing blood from a stone. Introducing a new approach to productivity. Instead of struggling to get more out of your time, start effortlessly getting more out of your mind. In Mind Management, Not Time Management, best-selling author David Kadavy shares the fruits of his decade-long deep dive into how to truly be productive in a constantly changing world. Quit your daily routine. Use the hidden patterns all around you as launchpads to skyrocket your productivity. Do in only five minutes what used to take all day. Let your “passive genius” do your best thinking when you’re not even thinking. “Writer’s block” is a myth. Learn a timeless lesson from the 19th century’s most underrated scientist. Wield all of the power of technology, with none of the distractions. An obscure but inexpensive gadget may be the shortcut to your superpowers. Keep going, even when chaos strikes. Tap into the unexpected to find your next Big Idea. Mind Management, Not Time Management isn’t your typical productivity book. It’s a gripping page-turner chronicling Kadavy’s global search for the keys to unlock the future of productivity. You’ll learn faster, make better decisions, and turn your best ideas into reality. Buy it today.
Author:
Publisher:
ISBN: 9780791807811
Category : Nuclear power plants
Languages : en
Pages : 153
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Book Description
Author: Oliver Burkeman
Publisher: Farrar, Straus and Giroux
ISBN: 0374715246
Category : Self-Help
Languages : en
Pages : 140
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Book Description
AN INSTANT NEW YORK TIMES BESTSELLER "Provocative and appealing . . . well worth your extremely limited time." —Barbara Spindel, The Wall Street Journal The average human lifespan is absurdly, insultingly brief. Assuming you live to be eighty, you have just over four thousand weeks. Nobody needs telling there isn’t enough time. We’re obsessed with our lengthening to-do lists, our overfilled inboxes, work-life balance, and the ceaseless battle against distraction; and we’re deluged with advice on becoming more productive and efficient, and “life hacks” to optimize our days. But such techniques often end up making things worse. The sense of anxious hurry grows more intense, and still the most meaningful parts of life seem to lie just beyond the horizon. Still, we rarely make the connection between our daily struggles with time and the ultimate time management problem: the challenge of how best to use our four thousand weeks. Drawing on the insights of both ancient and contemporary philosophers, psychologists, and spiritual teachers, Oliver Burkeman delivers an entertaining, humorous, practical, and ultimately profound guide to time and time management. Rejecting the futile modern fixation on “getting everything done,” Four Thousand Weeks introduces readers to tools for constructing a meaningful life by embracing finitude, showing how many of the unhelpful ways we’ve come to think about time aren’t inescapable, unchanging truths, but choices we’ve made as individuals and as a society—and that we could do things differently.
Author: B. Joseph Pine
Publisher: Harvard Business Press
ISBN: 9780875848198
Category : Business & Economics
Languages : en
Pages : 276
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Book Description
This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.
Author: Brian Tracy
Publisher: Penguin
ISBN: 0399183817
Category : Self-Help
Languages : en
Pages : 241
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Book Description
Discover 10 Essential Ways to Make the Most of Your Time "Time is money," as the saying goes, but most of us never feel we have enough of either. In Master Your Time, Master Your Life, internationally acclaimed productivity expert and bestselling author Brian Tracy presents a brilliant new approach to time management that will help you gain control of your time and accomplish far more, faster and more easily than you ever thought possible. Drawing on the latest research in productivity science and Tracy's decades of expertise, this breakthrough program allocates time into ten categories of priority--including strategic planning/goal setting, people and family, income improvement, rest/relaxation, and even creative time--and reveals the best techniques for focusing on each effectively. By thoughtfully applying the principles in Master Your Time, Master Your Life, you'll not only achieve greater results and reach your goals more quickly and successfully, you'll also have more time to devote to what you truly love.
Author: Bernd H. Schmitt
Publisher: John Wiley & Sons
ISBN: 0471473979
Category : Business & Economics
Languages : en
Pages : 268
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Book Description
In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results.
