by
Bell, Chip R.
Call Number
658.8343
Publication Date
2020
Format:
Electronic Resources
Relevance:
101654.5469
by
Mellouk, Abdelhamid.
Call Number
658.812
Publication Date
2014
Summary
The main objective of the book is to present state-of-the-art research results and experience reports in the area of quality monitoring for customer experience management, addressing topics which are currently important, such as service-aware future Internet architecture for Quality of Experience (QoE) management on multimedia applications. In recent years, multimedia applications and services have experienced a sudden growth. Today, video display is not limited to the traditional areas of movies and television on TV sets, but these applications are accessed in different environments, with
Format:
Electronic Resources
Relevance:
98211.3594
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by
Heapy, Joe.
Call Number
658.812
Publication Date
2018
Summary
Transform your company's value proposition by using design thinking to instigate organisational change and creating winning services with this actionable guide.
Format:
Electronic Resources
Relevance:
98210.8594
by
Publishing, BusinessNews.
Call Number
658.812
Publication Date
2014
Summary
This work offers a summary of the book "MOMENTS OF TRUTH: New Strategies for Today's Customer-Driven Economy" by Jan Carlzon.A company is defined in the minds of its customers as the composite total of every moment of truth - those short periods when the customer interacts with the company or one of its employees. According to Jan Carlzon, former President and CEO of the Scandinavian Airlines Group, the best approach to delivering consistently high-quality moments of truth lies in building a customer-driven company. In Moments of Truth, Carlzon explains the six essential characteristics of th
Format:
Electronic Resources
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4.6148
by
Hunt, Brian.
Call Number
658.812
Publication Date
2014
Summary
Service: Definitions and AttributesToward a Definition of ServiceFundamentals of a Service EncounterKey Components of ServiceService and Service ManagementTransfer of OwnershipService Requires an Immediate UserService Processes Differ from Manufacturing ProcessesManufacture and Delivery of Products Are Separatedby Time and Space Service Provision Is Personal and ImmediateService Is Emotional Service and TrustEndnotesService and Moments of Truth Service and the Moment of Truth Service as Serial Moment
Format:
Electronic Resources
Relevance:
4.3878
by
Kandampully, Jay.
Call Number
XX(155928.1)
Publication Date
2010
Format:
Electronic Resources
Relevance:
4.3598
by
Sewell, Carl.
Call Number
658.812
Publication Date
2009
Format:
Electronic Resources
Relevance:
4.3190
by
Sigala, Marianna.
Call Number
658.812
Publication Date
2015
Summary
The Naples Forum on Service is a biennial research conference. The three past forums have been characterized by original and stimulating discussions upon the forum themes with the three scientific pillars represented by Service Dominant logic, Network & Systems Theory and Service Science (look for updates at www.naplesforumonservice.it). The environment, the organization and forum settings have been designed to favor co-creation and to foster concrete debate upon service advances in a rigorous but creative manner. The Naples Forum on Service spirit has been granted attention worldwide and the
Format:
Electronic Resources
Relevance:
4.1221
by
Van Der Wagen, Merilynn Van Der.
Call Number
658.812
Publication Date
2012
Summary
Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer's toolkit. Concepts such as: emotional intelligence behaviour modification role modelling dimensions of procedure and conviviality expectancy theory socio-cultural concepts of (service) community customer service as dynamic 'object' in activity theory Zen
Format:
Electronic Resources
Relevance:
3.4593
by
Penin, Lara.
Call Number
658.812
Publication Date
2018
Format:
Electronic Resources
Relevance:
3.3586
by
Field, Joy M.
Call Number
658.81200000000001
Publication Date
2016
Format:
Electronic Resources
Relevance:
3.3586
by
Ahmad, Hartini.
Call Number
658.812
Publication Date
2014
Format:
Electronic Resources
Relevance:
3.3539
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