Two Factor Theory of Customer Service PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Two Factor Theory of Customer Service PDF full book. Access full book title Two Factor Theory of Customer Service by DAVID L. ELWOOD. Download full books in PDF and EPUB format.
Author: DAVID L. ELWOOD
Publisher: AuthorHouse
ISBN: 1491844434
Category : Business & Economics
Languages : en
Pages : 200
Get Book Here
Book Description
In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwoods message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business --- the only question is whether you are doing it well. Want a quick read at the airport terminal thatll entertain more than transform? Two Factor Theory of Customer Service isnt it! Elwood skips the clichs while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University
Author: DAVID L. ELWOOD
Publisher: AuthorHouse
ISBN: 1491844434
Category : Business & Economics
Languages : en
Pages : 200
Get Book Here
Book Description
In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwoods message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business --- the only question is whether you are doing it well. Want a quick read at the airport terminal thatll entertain more than transform? Two Factor Theory of Customer Service isnt it! Elwood skips the clichs while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University
Author: Atton Institute
Publisher: CreateSpace
ISBN: 1986960382
Category : Education
Languages : en
Pages : 176
Get Book Here
Book Description
Customer service is one of the most important aspects of running a business. This book from the Atton Institute has the answers to a number of relevant questions such as “What should and should not be done when working with clients,” “How to correctly react to changes and innovations,” “How to improve the level of customer service & satisfaction,” etc. The main objective of this book is to help you to organize your work in such a way that you are able to get maximum benefit when working with your clients. After all, if you don’t think of customer satisfaction, you won’t be able to stay at the market for long. The book will be of interest first of all to those who work with customers, as well as for managers and owners of the companies. It will also be useful to marketers, brand managers and all those professionals who want to improve the efficiency of their work with clients.
Author: Robert Ebo Hinson
Publisher: CRC Press
ISBN: 0429631944
Category : Business & Economics
Languages : en
Pages : 454
Get Book Here
Book Description
Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
Author: Joseph S. Chen
Publisher: Emerald Group Publishing
ISBN: 1837530920
Category : Business & Economics
Languages : en
Pages : 171
Get Book Here
Book Description
This nineteenth annual volume of Advances in Hospitality and Leisure includes full papers and research notes. Articles involve a quantitative or qualitative approach along with conceptual models.
Author: Emerald Group Publishing Limited
Publisher: Emerald Group Publishing
ISBN: 1785608800
Category : Business & Economics
Languages : en
Pages : 214
Get Book Here
Book Description
New Perspectives in Hospitality Management is a unique collection of articles that represent the very highest level of scholarship in the sphere of hospitality research. The articles published in this collection identify some emergent themes that have subsequently established themselves as key trends among academics in the field.
Author: Leon Wang
Publisher: Springer
ISBN: 366248319X
Category : Computers
Languages : en
Pages : 595
Get Book Here
Book Description
This book constitutes the refereed proceedings of the Second International Multidisciplinary Social Networks Conference, MISNC 2015, held in Matsuyama, Japan, in September 2015. The 49 full papers presented were carefully reviewed and selected from 125 submissions. The papers deal with the following topics: multidisciplinary research on social networks; ethical issues related to SNS; information technology and social networks mining.
Author: Evangelos Grigoroudis
Publisher: Springer Science & Business Media
ISBN: 1441916407
Category : Business & Economics
Languages : en
Pages : 319
Get Book Here
Book Description
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Author: Kokula Krishna Hari Kunasekaran
Publisher: Association of Scientists, Developers and Faculties (ASDF)
ISBN: 8192974286
Category : Computers
Languages : en
Pages : 152
Get Book Here
Book Description
This is the Proceedings of The International Conference on eBusiness, eCommerce, eManagement, eLearning and eGovernance 2015. The event happened in University of Greenwich, London, United Kingdom in July 2015.
Author: Edson Habineza
Publisher: AJPO Journals USA LLC
ISBN: 9914745482
Category : Computers
Languages : en
Pages : 104
Get Book Here
Book Description
TOPICS The Impact of Cloud Technology on Entrepreneurship in the Hospitality Industry Impact of Employee Training Programs on Service Performance in Restaurants Impact of Service Quality on Customer Satisfaction in Boutique Hotels Impact of Sustainable Tourism Practices on Tourist Satisfaction in Ecotourism Destinations in Kenya Influence of Social Media Marketing on Customer Loyalty in Luxury Hotels in South Africa
Author: Panwar, Upendra Singh
Publisher: IGI Global
ISBN: 1522501444
Category : Business & Economics
Languages : en
Pages : 529
Get Book Here
Book Description
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.
