WINNING IN SERVICE MARKETS SERIES – serie
Visar alla böcker i serien WINNING IN SERVICE MARKETS SERIES. Handla med fri frakt och snabb leverans.
14 produkter
UNDERSTANDING SERVICE CONSUMERS
Av Jochen Wirtz
Häftad, 2017
166 kr
Lägg i varukorg
In services marketing, it is important to understand why customers behave the way they do. How do they make decisions about buying and using a service? What determines their satisfaction with it after consumption? Without this understanding, no firm can hope to create and deliver services that will …
POSITIONING SERVICES IN COMPETITIVE MARKETS
Av Jochen Wirtz
Häftad, 2017
166 kr
Lägg i varukorg
What makes consumers or institutional buyers select, and remain loyal to, one service provider over another? Without knowing which product features are of specific interest to customers, it is hard for managers to develop an appropriate strategy. As competition intensifies in the service sector, it …
DEVELOPING SERVICE PRODUCTS AND BRANDS
Av Jochen Wirtz
Häftad, 2017
161 kr
Lägg i varukorg
All service organizations face choices concerning the types of products to offer and how to deliver them to customers. Designing a service product is a complex task that requires an understanding of how the core and supplementary services should be combined, sequenced, and delivered to create a …
PRICING SERVICES AND REVENUE MANAGEMENT
Av Jochen Wirtz
Häftad, 2017
161 kr
Lägg i varukorg
Creating a viable service requires a business model that allows for the costs of creating and delivering the service, in addition to a margin for profits, to be recovered through realistic pricing and revenue management strategies. However, the pricing of services is complicated. Pricing Services …
SERVICE MARKETING COMMUNICATIONS
Av Jochen Wirtz
Häftad, 2017
161 kr
Lägg i varukorg
Developing an effective service marketing communications strategy starts with a good understanding of the service product and its prospective buyers. It is essential to understand target market segments and their exposure to different media, consumers' awareness of the service product, their …
DESIGNING CUSTOMER SERVICE PROCESSES
Av Jochen Wirtz
Häftad, 2017
161 kr
Lägg i varukorg
From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss …
BALANCING CAPACITY AND DEMAND IN SERVICE OPERATIONS
Av Jochen Wirtz
Häftad, 2017
166 kr
Lägg i varukorg
Many services with limited capacity face wide swings in demand that can be caused by the change in seasons. The effective use of expensive productive capacity is one of the secrets of success in such businesses. By working with managers in operations and human resources, service marketers need to …
CRAFTING THE SERVICE ENVIRONMENT
Av Jochen Wirtz
Häftad, 2017
166 kr
Lägg i varukorg
Designing the service environment is an art that involves a lot of time and effort, and can be expensive to implement. Service environments relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites. Crafting …
MANAGING PEOPLE FOR SERVICE ADVANTAGE
Av Jochen Wirtz
Häftad, 2017
166 kr
Lägg i varukorg
Highly capable and motivated people are at the center of service excellence and productivity. Behind today's successful service organizations stands a firm commitment to effective management of human resources, including the recruitment, selection, training, motivation, and retention of employees. …
MANAGING CUSTOMER RELATIONSHIPS AND BUILDING LOYALTY
Av Jochen Wirtz
Häftad, 2017
166 kr
Lägg i varukorg
Targeting, acquiring, and retaining the "right" customers is at the core of many successful service firms. The objective is to build the relationships and develop loyal customers who will contribute to a growing volume of business with the firm in the future. Managing Customer Relationships and …
DESIGNING COMPLAINT HANDLING AND SERVICE RECOVERY STRATEGIES
Av Jochen Wirtz
Häftad, 2017
162 kr
Lägg i varukorg
The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds …
SERVICE QUALITY AND PRODUCTIVITY MANAGEMENT
Av Jochen Wirtz
Häftad, 2017
162 kr
Lägg i varukorg
The relationship between productivity and customer satisfaction is complex. Service Quality and Productivity Management describes that the quality and productivity are twin paths in creating value for both customers and organizations. This book describes how to improve service quality and …
BUILDING A WORLD CLASS SERVICE ORGANIZATION (ASSESSMENT TOOL)
Av Jochen Wirtz
Häftad, 2017
166 kr
Lägg i varukorg
Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Building a World-Class Service Organisation is the 13th volume in the Winning in Service Markets series by services marketing expert Jochen Wirtz. This …
RULES OF THE SERVICE GAME: WHAT SERVICE LEADERS NEED TO KNOW
Av Jochen Wirtz, Benjamin Schneider m. fl.
Inbunden, 2028
830 kr
Kommande
This book summarizes the "rules of the service game" and presents the distilled lessons from three leaders' decades-long experience in consulting, teaching, and research on service, summarizing the "rules of the game" they have learned. In particular, the authors emphasize that people (customers, …
