Ebk Services Marketing Integrating Customer Service Across The Firm 4e

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Ebk Services Marketing Integrating Customer Service Across The Firm 4e

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Author : Alan Wilson
language : en
Publisher: McGraw Hill
Release Date : 2020-10-07

Ebk Services Marketing Integrating Customer Service Across The Firm 4e written by Alan Wilson and has been published by McGraw Hill this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-10-07 with Business & Economics categories.

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.

Practical Applications Of Self Service Technologies Across Industries

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Author : Verma, Balraj
language : en
Publisher: IGI Global
Release Date : 2025-06-18

Practical Applications Of Self Service Technologies Across Industries written by Verma, Balraj and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2025-06-18 with Business & Economics categories.

Self-service technologies (SSTs) have practical applications across various industries, improving operational efficiency and customer satisfaction. In retail, self-checkout kiosks and mobile payment apps streamline the purchasing process, reducing waiting times and enhancing convenience. The hospitality industry utilizes SSTs through self-service check-in kiosks and digital concierge services. In healthcare, patients can use self-service portals to schedule appointments, access medical records, and complete pre-visit forms. In banking and finance, ATMs, mobile apps, and AI-powered chatbots offer access to essential services without the need for in-person assistance. These practical implementations demonstrate the versatility and importance of SSTs in modernizing service delivery across sectors. Practical Applications of Self-Service Technologies Across Industries explores self-service technology (SST) as a transformative force across industries. It examines practical applications of SST for improved customer service and business operations. This book covers topics such as smart technology, consumer behavior, and blockchain, and is a useful resource for business owners, computer engineers, academicians, researchers, and data scientists.

Tourism Entrepreneurship

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Author : Desiderio J. García-Almeida
language : en
Publisher: Springer Nature
Release Date : 2024-08-10

Tourism Entrepreneurship written by Desiderio J. García-Almeida and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-08-10 with Business & Economics categories.

This book explores how entrepreneurship can be a driving force for the tourism industry and a solution to various sustainability issues that the sector is experiencing, such as employment and inclusion issues and the social and environmental impact of tourism. Based on the premise that the energising force of entrepreneurship in the tourism industry positively affects the supply of tourism and hospitality services as well as job creation, economic stimulus, and the development of destinations, the book explores how entrepreneurship can provide opportunities for the development of tourism and society. More specifically, the book contributes to different SDG goals (8 Decent Work and Economic Growth, 9 Industry, innovation and infrastructure, 1 No poverty, and 10 Reduced Inequalities) by highlighting the efforts made by entrepreneurs to create jobs and contribute to economic growth. Covering the processes and factors that facilitate or hamper the successful establishment and growth of tourism firms, as well as providing insight into the various processes of innovation, the book gives examples of how entrepreneurship plays a part in sustaining resilient and robust economies. Ultimately, this volume makes the case that entrepreneurs are at the forefront of shaping as well as dealing with impact of tourism. Chapters offers questions and ideas for how to move towards a more sustainable future.

Sejarah Dan Evolusi Strategi Manajemen Periklanan Di Indonesia

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Author : Nufian S Febriani
language : id
Publisher: Universitas Brawijaya Press
Release Date : 2022-09-30

Sejarah Dan Evolusi Strategi Manajemen Periklanan Di Indonesia written by Nufian S Febriani and has been published by Universitas Brawijaya Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-09-30 with Business & Economics categories.

Evolusi strategi manajemen periklanan terkait pengelolaan lembaga periklanan/biro iklan, media periklanan hingga strategi periklanan menjadi bukti nyata bagaimana penggunaan teknologi komunikasi mempengaruhi sistem kerja tim kreatif dalam perusahaan periklanan. Penggunaan Internet membuka lebar kesempatan bagi pengiklan dan klien untuk mendapatkan angka eksposure tinggi dan menjadi tantangan tersendiri bagi perusahaan periklanan untuk mengatasi berbagai bentuk noise dalam penyampaian pesannya. Kemudahan dan kesempatan yang diberikan internet saat ini dapat ditunjukan sebagai bentuk perkembangan dunia periklanan dari masa ke masa. Dalam buku ini, sejarah perkembangan ragam teknologi periklanan di Indonesia ditampilkan sejak Indonesia dikuasi Belanda, Jepang, hingga era industi 4.0. Pentingnya memahami dunia periklanan dari berbagai sisi, seperti riset media, hingga perkembangan lembaga periklanan di berbagai negara menjadi bagian penting dalam perencanaan periklanan. Perencanaan yang sesuai dengan karakter produk/jasa yang ingin diiklankan membuat perusahaan dan klien mendapatkan tujuan periklanan yang maksimal baikdari sisi profit maupun engagement dengan audience.

Services Marketing

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Author : Valarie A. Zeithaml
language : en
Publisher: McGraw-Hill
Release Date : 1996

Services Marketing written by Valarie A. Zeithaml and has been published by McGraw-Hill this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Business & Economics categories.

Contemporary Research On Business And Management

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Author : Siska Noviaristanti
language : en
Publisher: CRC Press
Release Date : 2021-11-24

Contemporary Research On Business And Management written by Siska Noviaristanti and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-11-24 with Technology & Engineering categories.

This book contains selected papers presented at the 4th International Seminar of Contemporary Research on Business and Management (ISCRBM 2020), which was organized by the Alliance of Indonesian Master of Management Program (APMMI) and held in Surubaya, Indonesia, 25-27 November 2020. It was hosted by the Master of Management Program Indonesia University and co-hosts Airlangga University, Sriwijaya University, Trunojoyo University of Madura, and Telkom University, and supported by Telkom Indonesia and Triputra. The seminar aimed to provide a forum for leading scholars, academics, researchers, and practitioners in business and management area to reflect on current issues, challenges and opportunities, and to share the latest innovative research and best practice. This seminar brought together participants to exchange ideas on the future development of management disciplines: human resources, marketing, operations, finance, strategic management and entrepreneurship.

Cross Cultural Aspects Of Tourism And Hospitality

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Author : Erdogan Koc
language : en
Publisher:
Release Date : 2020-09-04

Cross Cultural Aspects Of Tourism And Hospitality written by Erdogan Koc and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-09-04 with Tourism categories.

Cross-Cultural Aspects of Tourism and Hospitality is the first textbook to offer students, lecturers, researchers and practitioners a comprehensive guide to the influence of culture on service providers as well as on customers, affecting both the supply and the demand sides of the industry - organisational behaviour, and human resource management, and marketing and consumer behaviour. Given the need for delivering superior customer value, understanding different cultures from both demand and supply sides of tourism and hospitality and the impact of culture on these international industries is an essential part of all students' and practitioners' learning and development. This book takes a research-based approach critically reviewing seminal cultural theories and evaluating how these influence employee and customer behaviour in service encounters, marketing, and management processes and activities. Individual chapters cover a diverse range of cultural aspects including intercultural competence and intercultural sensitivity, uncertainty and risk avoidance, context in communication, power distance, indulgence and restraint, time orientation, gender, assertiveness, individualism and collectivism, performance orientation, and humane orientation. This book integrates international case studies throughout to show the application of theory, includes self-test questions, activities, further reading, and a set of PowerPoint slides to accompany each chapter. This will be essential reading for all students, lecturers, researchers and practitioners and future managers in the fields of Tourism and Hospitality.

Value Proposition Design

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Author : Alexander Osterwalder
language : en
Publisher: John Wiley & Sons
Release Date : 2015-01-28

Value Proposition Design written by Alexander Osterwalder and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-01-28 with Business & Economics categories.

The authors of the international bestseller Business Model Generation explain how to create value propositions customers can’t resist Value Proposition Design helps you tackle the core challenge of every business — creating compelling products and services customers want to buy. This highly practical book, paired with its online companion, will teach you the processes and tools you need to create products that sell. Using the same stunning visual format as the authors’ global bestseller, Business Model Generation, this sequel explains how to use the “Value Proposition Canvas” to design, test, create, and manage products and services customers actually want. Value Proposition Design is for anyone who has been frustrated by new product meetings based on hunches and intuitions; it’s for anyone who has watched an expensive new product launch fail in the market. The book will help you understand the patterns of great value propositions, get closer to customers, and avoid wasting time with ideas that won’t work. You’ll learn the simple process of designing and testing value propositions, that perfectly match customers’ needs and desires. In addition the book gives you exclusive access to an online companion on Strategyzer.com. You will be able to assess your work, learn from peers, and download pdfs, checklists, and more. Value Proposition Design is an essential companion to the ”Business Model Canvas” from Business Model Generation, a tool embraced globally by startups and large corporations such as MasterCard, 3M, Coca Cola, GE, Fujitsu, LEGO, Colgate-Palmolive, and many more. Value Proposition Design gives you a proven methodology for success, with value propositions that sell, embedded in profitable business models."

Social And Sustainability Marketing

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Author : Jishnu Bhattacharyya
language : en
Publisher: CRC Press
Release Date : 2021-09-26

Social And Sustainability Marketing written by Jishnu Bhattacharyya and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-09-26 with Business & Economics categories.

"... an important intervention in the conversation around social and ecological sustainability that draws on both micromarketing and macromarketing scholarship to help the reader understand the challenges with illustrations from insightful cases both from emerging and developed economies. This compilation should be essential reading for the discerning student of sustainable consumption and production." -- Professor Pierre McDonagh, Associate Editor, Journal of Macromarketing (USA); Professor of Critical Marketing & Society, University of Bath, UK Experts in the field of economics, management science, and particularly in the marketing domain have always been interested in and acknowledged the importance of sustaining profitable businesses while incorporating societal and environmental concerns; however, the level of existing literature and availability of teaching cases reflect a dearth of real case studies, especially those focused on marketing for social good. This book of actual case studies will address that need. In addition, this book is important and timely in providing a case book for instructors (those in both industry and academia) to help them in teaching and training the next generation of leaders through corporate training and universities. Currently, marketing for social good is increasingly becoming a part of most curriculums under the umbrella of different titles, such as social marketing, green marketing, and sustainability marketing. The relevance of these studies is increasing across the globe. This book is composed of long and short real cases with varying complexity in different sectors. This case book will also cover some review articles for an overview of the recent developments in the study area. With these case studies, collections of questions, teaching materials, and real-life marketing scenarios, this book offers a unique source of knowledge to marketing professionals, students, and educators across the world. The main objective of this case book is to understand the applicability of marketing science (marketing for social good context, such as social marketing and sustainability marketing) in internet marketing related to e-buying behavior and e-WOM. In addition, it illustrates the various types of existing marketing practices that are relevant from both theoretical and practical points of view in this electronic era, as well as discussing other non-electronic marketing practices and focusing on consumer buying behavior. As a result, marketing managers can treat their customers according to their desired value. This book particularly explores the possibilities and advantages created by social marketing and sustainability marketing through the presentation of thorough review articles and case studies. This case book helps corporate training centers and universities with compact teaching reference materials in their relevant courses.

The Marketing Pathfinder

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Author : David W. Stewart
language : en
Publisher: John Wiley & Sons
Release Date : 2014-10-23

The Marketing Pathfinder written by David W. Stewart and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-23 with Business & Economics categories.

Dozens of lively international case studies that help readers put core marketing principles in a real-world context From market research to positioning and brand management to customer relations, marketing is the engine that drives innovation and growth in the modern business organization. This latest addition to the acclaimed Pathfinder series, like its popular predecessor, The Strategy Pathfinder, features a unique blend of core concepts and brief, international case studies. A refreshing contrast to traditional marketing texts and references, which tend to be prescriptive and directive, The Marketing Pathfinder offers professionals and marketing students alike an effective way to contextualize the marketing decisions they'll make in the real world of business. Not another one-size-fits-all marketing toolkit, The Marketing Pathfinder functions as a dynamic, interactive resource Each chapter presents a set of core concepts, frameworks, and tools, followed by five or more short, lively international case studies illustrating how the concepts and tools can be applied in the real world The case studies are specifically designed to encourage readers to pursue additional independent research and to encourage them to articulate and defend their decisions Throughout, the emphasis is on the reader as a marketing professional in the thick of it and responsible for the decisions they make