EBK: Services Marketing: Integrating Customer Service Across the Firm 4e PDF Download
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Author: Alan Wilson
Publisher: McGraw Hill
ISBN: 1526847817
Category : Business & Economics
Languages : en
Pages : 539
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Book Description
Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
Author: Alan Wilson
Publisher: McGraw Hill
ISBN: 1526847817
Category : Business & Economics
Languages : en
Pages : 539
Get Book Here
Book Description
Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
Author: Valarie A. Zeithaml
Publisher: McGraw-Hill
ISBN: 9780071148818
Category : Business & Economics
Languages : en
Pages : 700
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Book Description
Author: Alan Wilson
Publisher: McGraw Hill
ISBN: 007714659X
Category : Business & Economics
Languages : en
Pages : 587
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Book Description
The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach. The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing. In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking. In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students.
Author: Alan Wilson
Publisher: Bloomsbury Publishing
ISBN: 1352001128
Category : Business & Economics
Languages : en
Pages : 402
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Book Description
This core textbook provides students with a concise and user-friendly overview of the marketing research process, taking a refreshingly non-technical approach. The goal of this focused text is to equip students with the skills needed to interpret and implement the outcomes of such research to effectuate meaningful change. Keeping digital data and internet research at its heart, Marketing Research details the main stages of the research process, covering both quantitative and qualitative methods and offers a plethora of case studies and examples. Now in its fourth edition, this popular and accessible textbook is ideal for use on marketing research courses at diploma, undergraduate, postgraduate and MBA levels. This book has also been written to support The Market Research Society's Diploma Module: The Principles of Market & Social Research. New to this Edition: - Expanded coverage of qualitative analysis, now with its own dedicated chapter - Fresh material on hot topics such as big data analytics, social media listening and data visualization - Updated content on online surveys, online group discussions and online samples, as well as data protection legislation - Added 'Industry Viewpoint' features setting out the latest thinking from practitioners on important topics - New author video introductions to each chapter and 'Careers in Marketing Research' video suite featuring the advice and experiences of a range of practitioners around the world - New opening cases featuring well-known, international organizations Accompanying online resources for this title can be found at bloomsburyonlineresources.com/marketing-research-4e. These resources are designed to support teaching and learning when using this textbook and are available at no extra cost.
Author: WILSON
Publisher:
ISBN: 9781526847805
Category :
Languages : en
Pages :
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Book Description
Author: Lee Wilson
Publisher: Emerald Publishing Limited
ISBN: 9781789738186
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
This practical content guide empowers businesses to understand, identify and act on big-data opportunities, producing superior business insights for prolific marketing gains.
Author: Phyllis Lee Levin
Publisher: Simon and Schuster
ISBN: 074321756X
Category : Biography & Autobiography
Languages : en
Pages : 609
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Book Description
Elegantly written, tirelessly researched, full of shocking revelations, Edith and Woodrow offers the definitive examination of the controversial role Woodrow Wilson's second wife played in running the country. "The story of Wilson's second marriage, and of the large events on which its shadow was cast, is darker and more devious, and more astonishing, than previously recorded." -- from the Preface Constructing a thrilling, tightly contained narrative around a trove of previously undisclosed documents, medical diagnoses, White House memoranda, and internal documents, acclaimed journalist and historian Phyllis Lee Levin sheds new light on the central role of Edith Bolling Galt in Woodrow Wilson's administration. Shortly after Ellen Wilson's death on the eve of World War I in 1914, President Wilson was swept off his feet by Edith Bolling Galt. They were married in December 1915, and, Levin shows, Edith Wilson set out immediately to consolidate her influence on him and tried to destroy his relationships with Colonel House, his closest friend and adviser, and with Joe Tumulty, his longtime secretary. Wilson resisted these efforts, but Edith was persistent and eventually succeeded. With the quick ending of World War I following America's entry in 1918, Wilson left for the Paris Peace Conference, where he pushed for the establishment of the League of Nations. Congress, led by Senator Henry Cabot Lodge, resisted the idea of an international body that would require one country to go to the defense of another and blocked ratification. Defiant, Wilson set out on a cross-country tour to convince the American people to support him. It was during the middle of this tour, in the fall of 1919, that he suffered a devastating stroke and was rushed back to Washington. Although there has always been controversy regarding Edith Wilson's role in the eighteen months remaining of Wilson's second term, it is clear now from newly released medical records that the stroke had totally incapacitated him. Citing this information and numerous specific memoranda, journals, and diaries, Levin makes a powerfully persuasive case that Mrs. Wilson all but singlehandedly ran the country during this time. Ten years in the making, Edith and Woodrow is a magnificent, dramatic, and deeply rewarding work of history.
Author: Alan Wilson
Publisher: Veloce Publishing Ltd
ISBN: 1845843894
Category : Biography & Autobiography
Languages : en
Pages : 162
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Book Description
From a five-year-old girl racing 60mph micro-midgets in South Africa, to a Formula One driver in the British Championship during her first full year of racing in the UK, and on to becoming the first and only woman ever to win a Formula One race, Desire Wilson was a winner bested by very few of her male rivals. But single-seater racing was just the start of Desire's ascent in motorsport. She won two FIA World Championship Sports Car Endurance races in 1980, and went on to compete in well over 120 types of race car at more than 100 race tracks around the world. Always competitive, she earned a reputation for an intense, no-nonsense approach to racing, shrugging off the media glamour to focus on the hard grind of staying competitive in one of the world's toughest sporting arenas. Moving to the male-dominated world of North American racing, Desire became a pioneer for women racing in the harsh world of Indy Cars, facing discrimination, financial problems, and other obstacles ranging from tragedy to farce. Her career is unique in the world of racing, encompassing everything from club racing to Formula One and World Championship sports cars, to the evil monsters of the IndyCar World Series - the world's fastest race cars. Hers is a story of hardships, fun, tragedy, perseverance, injury, and the amazing behind-the-scenes world masked by the public face and glamour of racing. It tells, too, of the consequences of politics and discrimination in the male world of professional auto racing.
Author: Pamela Wilson
Publisher: Big Brand Books
ISBN: 9780997875447
Category :
Languages : en
Pages : 244
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Book Description
Are you afraid to hit publish?Content marketing is how marketing happens today. You know you want to use it, but you're unsure about where to start. You may not feel confident about your writing abilities, either.Master Content Marketing is a step-by-step guide through the content marketing process. Pamela Wilson's 30 years of marketing experience infuse the guidance in the book."Scores of people profess to be content marketing experts. Who can you trust? You can trust Pamela Wilson."
Author: Christopher E. Wilson
Publisher:
ISBN: 9781524998950
Category : Communication in management
Languages : en
Pages : 341
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Book Description
