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
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98211.3594
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
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3.
by
Christ-Brendemühl, Sonja, author.
Call Number
658.812 CHR
Publication Date
2022
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Electronic Resources
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4.3977
by
Kandampully, Jay.
Call Number
XX(155928.1)
Publication Date
2010
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Electronic Resources
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4.3598
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
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4.1221
by
Ramachandra, K.
Call Number
XX(155977.1)
Publication Date
2009
Format:
Electronic Resources
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2.7711
by
Weinstein, Art.
Call Number
658.812
Publication Date
2012
Summary
Customer Value-The Building BlocksCustomers Want Exceptional Value!Be Customer Driven and Market DrivingProcess Management-Best PracticesDesigning a Successful Customer StrategyBuilding a Winning Business Model and Value PropositionService and Quality-The Core OfferingPrice and Image-The CommunicatorsExcelling in the Marketspacee-Commerce-Opportunities in MarketspaceIntegrated Marketing Communications and Social MediaRetaining Customers-Analysis and StrategyCreating Value through Relationship MarketingCustomer Loyalty and RetentionCustomer Value MetricsCustomer Value Case StudiesAppendix: Anal
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Electronic Resources
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2.6837
by
Gustafsson, Anders.
Call Number
658
Publication Date
2014
Summary
Leading, managing and organizing for service excellence is a never-ending quest by organizations seeking to achieve outstanding performance in their fields. Benchmarking one's own approaches against other organizations' best practices and gaining insights from their experiences are powerful means for enhancing results. Papers presented at QUIS13 gave a comprehensive overview of scholarly and managerial advances in service excellence and management with contributions from around the world. During the event, well-known scholars and business executives shared their views, research and experiences
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2.6561
by
Johnston, Robert, 1953-
Call Number
658.812 JOH
Publication Date
2012
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Books
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2.5907
by
Eskerod, Pernille, author.
Call Number
658.404 ESK
Publication Date
2016 2013
Summary
Carrying out a project as planned is not a guarantee for success. Projects may fail because project management does not take the requirements, wishes and concerns of stakeholders sufficiently into account. Projects can only be successful through contributions from stakeholders. And it is the stakeholders that evaluate whether they find the project successful - an evaluation based on criteria that go beyond receiving the project deliverables. More often than not, the criteria are implicit and change during the project course. This is an enormous challenge for project managers. The route to better projects, say Pernille Eskerod and Anna Lund Jepsen, lies in finding ways to improve project stakeholder management. To manage stakeholders effectively, you need to know your stakeholders, their behaviours and attitudes towards the project. The authors give guidance on how to adopt an analytical and structured approach; how to document, store and retrieve your knowledge; how to plan your stakeholder interactions in advance; and how to make your plans explicit, at the very least internally. A well-conceived plan can prevent you from being carried away in the 'heat of the moment' and help you spend your limited resources for stakeholder management in the best way. To make this plan, you need to agree on the objectives of your stakeholder strategy and ways to achieve them. Project Stakeholder Management offers tactics and tools founded on established marketing communications theory as well as strategic management for doing just that. This book is part of Gower's Fundamentals of Project Management Series.
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Electronic Resources
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2.5816
by
Estampe, Dominique
Call Number
658.7 EST
Publication Date
2014
Summary
This book presents the different models of supply chain performance evaluation for global supply chains. It describes why it is necessary to evaluate global performance both to assess the contribution of the supply chain to achieve the goals of creating value throughout the chain and also to meet customer requirements in terms of time, responsiveness and reliability. The author provides an understanding of how evaluation models are chosen according to criteria including the level of maturity of the organization, the level of decision-making and the level of value creation desired.
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Electronic Resources
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2.5492
by
Osterwalder, Alexander.
Call Number
658.812
Publication Date
2015
Summary
The authors of the international bestseller Business ModelGeneration explain how to create value propositions customerscan't resist Value Proposition Design helps you tackle a corechallenge of every business - creating compelling productsand services customers want to buy. This practical book, pairedwith its online companion, will teach you the processes and toolsyou need to succeed. Using the same stunning visual format as the authors'global bestseller, Business Model Generation, this sequel explainshow to use the "Value Proposition Canvas" a practicaltool to design, test, create, and mana
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Electronic Resources
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2.0502
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