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Author: Michael Milakovich
Publisher: CRC Press
ISBN: 1420031139
Category : Business & Economics
Languages : en
Pages : 427
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Book Description
Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su
Author: Michael Milakovich
Publisher: CRC Press
ISBN: 1420031139
Category : Business & Economics
Languages : en
Pages : 427
Get Book Here
Book Description
Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su
Author: Art Weinstein
Publisher: Routledge
ISBN: 1351214322
Category : Business & Economics
Languages : en
Pages : 218
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Book Description
Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.
Author: Michael Milakovich
Publisher: CRC Press
ISBN: 9781884015458
Category : Business & Economics
Languages : en
Pages : 288
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Book Description
Organizations are struggling to improve customer-focused quality in today's highly competitive domestic and global markets. Better design, implementation, and daily management of quality improvement strategies is essential for survival. Quality improvement principles, when thoughtfully applied and appropriately modified to meet all types of customer demands, are a sound means to respond to changing markets. However, when various quality and productivity theories and methods are applied without changing the organizational culture, it is very difficult to consistently deliver quality results. This important new book focuses on quality improvement methods for high performance in public and private services not covered in other books: applications focus on construction, education, government, insurance, public utilities, health care, and nonprofit services. Rather than detailing the technical processes to achieve inspection, planning, quality auditing, statistics, or risk assessment, this book presents step-by-step guidelines, recommendations, and action plans for changing service organizations to implement quality improvements. Sound theory and careful strategic planning are presented to assist readers in developing an understanding of how to select the essential elements of systems that best fit their customers' needs.
Author: David Frederick Ross
Publisher: Springer Science & Business Media
ISBN: 9780412137211
Category : Business & Economics
Languages : en
Pages : 388
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Book Description
SCM is one of the hottest topics in manufacturing and distribution, and like JIT and TQC it requires a corporate commitment. This book provides both fundamental principles of SCM as well as a set of guidelines to assist in practical application of SCM. It will be one of the first books on the market that deals exclusively with SCM and its application. Readers in the academic, management sciences, sales, marketing and government environments will find this book of particular interest.
Author: Paul Yae-Woo Lee
Publisher: Springer
ISBN: 113751423X
Category : Business & Economics
Languages : en
Pages : 246
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Book Description
This two volume book presents an in-depth analysis of many of the most important issues facing today's shipping and port sectors. Volume 1 of Dynamic Shipping and Port Development in the Globalized Economy focuses on the application of theory to practice in Maritime Logistics.
Author: Timothy Adesanya Ibidapo
Publisher: Springer Nature
ISBN: 3031041925
Category : Business & Economics
Languages : en
Pages : 700
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Book Description
This book describes the development of quality over various stages, from product inspection, through quality control to the present ISO 9000 systems. It also highlights the advantages of the quality management system (QMS) standards and the need for certification by organizations and enterprises/firms interested in taking advantage of the various benefits of these standards to improve their systems and aid their survival in a globally competitive market. The author provides simplified information to enable even those hearing the word ''quality'' for the first time to be able to appreciate and understand the various quality management philosophies irrespective of their background and position.
Author: Art Weinstein
Publisher: CRC Press
ISBN: 1000083454
Category : Business & Economics
Languages : en
Pages : 355
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Book Description
First Published in 1999, this book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s).
Author: Maria A. Wimmer
Publisher: Springer Science & Business Media
ISBN: 354022002X
Category : Business & Economics
Languages : en
Pages : 355
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Book Description
This book constitutes the refereed proceedings of the 5th IFIP International Working Conference on Knowledge Management in Electronic Government, KMGov 2004, held in Krems, Austria in May 2004. The 34 revised full papers presented were carefully reviewed and selected for publication. The papers are organized in topical sections on KM concepts and methodologies, strategies to implement KM in the public sector, knowledge ontologies and structuring concepts for public administration, technologies for KM support in public administrations, requirements engineering for KM, representing legal and procedural knowledge, KM support for democratic processes and citizen participation, and examples of KM in public administrations and case studies.
Author: Natalia Kryvinska
Publisher: Springer Nature
ISBN: 3031256956
Category : Technology & Engineering
Languages : en
Pages : 638
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Book Description
This book presents a combination of chapters assembled in different fields of expertise. The book examines different aspects of business knowledge from a philosophical and practical standpoint. This data helps modern organizations by providing valuable insights and suggestions for future research and results. The increasing number of business disciplines studied necessitates implementing effective analytics practices within organizations. This book explores disciplinary and multidisciplinary concepts and practical techniques to help analyze the evolving field.
Author: OECD
Publisher: OECD Publishing
ISBN: 9264196277
Category :
Languages : en
Pages : 779
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Book Description
Drawing on the experiences of OECD Members over the past 50 years, and the Organisation’s extensive work with non-Member economies around the world, this landmark study provides readers with a comprehensive view of the interrelated domestic policy issues at stake and specific recommendations.
