by
Krishna, D.S. Gopala.
Call Number
XX(155978.1)
Publication Date
2009
Format:
Electronic Resources
Relevance:
95068.0859
by
Gilmore, Audrey.
Call Number
658.8 22
Publication Date
2003
Summary
Services Marketing and Management covers the core topics of services management in a concise and informative manner. The text: - provides an overview of the characteristics and underlying principles of delivering services in today's marketplace - places these underlying issues in the context of organisational frameworks and activities - discusses different services contexts including financial services, tourism, charities and museums.
Format:
Electronic Resources
Relevance:
77635.7031
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by
Ramachandra, K.
Call Number
XX(155977.1)
Publication Date
2009
Format:
Electronic Resources
Relevance:
71878.5313
by
Johnston, Robert, 1953-, author.
Call Number
658 23
Publication Date
2012
Format:
Electronic Resources
Relevance:
52743.9063
by
Edvardsson, Bo, 1952-
Call Number
658.575 22
Publication Date
2006
Summary
This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services. Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and scholars. The benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process.
Format:
Electronic Resources
Relevance:
1.9565
by
Price, Bill.
Call Number
658.812
Publication Date
2011
Summary
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong-eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service tha
Format:
Electronic Resources
Relevance:
0.5348
by
Finsterwalder, Jörg.
Call Number
338.761
Publication Date
2011
Summary
The articles comprising thisebook of Managing Service Quality represent a selection of revised papers originally submitted to the Services Marketing Track and presented at the Australian and New Zealand Marketing Academy (ANZMAC) annual conference held in Christchurch, New Zealand in December 2010. This internationally recognised conference was hosted by the College of Business and Economics at The University of Canterbury and was attended by over 400 delegates from 28 countries. The theme of the conference was "Doing More with Less". This theme proved to be both relevant and timely at a number of levels
Format:
Electronic Resources
Relevance:
0.4967
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