Linking Service Climate With Employee Satisfaction And External Service Value
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Linking Service Climate With Employee Satisfaction And External Service Value
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Author : Hazel Boylan
language : en
Publisher:
Release Date : 2001
Linking Service Climate With Employee Satisfaction And External Service Value written by Hazel Boylan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Job satisfaction categories.
The Service Profit Chain
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Author : James L. Heskett
language : en
Publisher: Simon and Schuster
Release Date : 1997-04-10
The Service Profit Chain written by James L. Heskett and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997-04-10 with Business & Economics categories.
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Work Engagement
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Author : Arnold B. Bakker
language : en
Publisher: Psychology Press
Release Date : 2010-04-05
Work Engagement written by Arnold B. Bakker and has been published by Psychology Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-04-05 with Business & Economics categories.
Deals with a different dimension of workplace psychology, which is the basis of fulfilling, productive work.
Service Satisfaction And Climate Perspectives On Management In English Language Teaching
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Author : John Walker
language : en
Publisher: BRILL
Release Date : 2010-10-06
Service Satisfaction And Climate Perspectives On Management In English Language Teaching written by John Walker and has been published by BRILL this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-10-06 with Education categories.
Discusses English Language Teaching (ELT) as a service, issues surrounding ELT teachers as service providers, the work of ELT managers, client expectations and perceptions of ELT service, comparison of staff estimates and client ratings of service quality, and considerations of service milieu and climate in ELT centers.
Ebook Services Marketing Integrating Customer Focus Across The Firm
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Author : Alan Wilson
language : en
Publisher: McGraw Hill
Release Date : 2012-06-16
Ebook Services Marketing Integrating Customer Focus Across The Firm 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 2012-06-16 with Business & Economics categories.
The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach. The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing. In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking. In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students.
The People Make The Place
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Author : D. Brent Smith
language : en
Publisher: Psychology Press
Release Date : 2008-01-25
The People Make The Place written by D. Brent Smith and has been published by Psychology Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-01-25 with Business & Economics categories.
This volume, in honor of Ben Schneider, highlights his work on the Attraction-Selection-Attrition (ASA) model of organizational behavior which has become one of the most important models in the history of Personnel Psychology. The central tenet of the ASA model is that people matter. Although organizational structure processes, and climate and
Customer Lifetime Value
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Author : David Bejou
language : en
Publisher: Routledge
Release Date : 2013-04-03
Customer Lifetime Value written by David Bejou and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-04-03 with Business & Economics categories.
Get the competitive edge by effectively managing customer lifetime value The customer lifetime value (CLV) concept is extensively changing the way today’s business is managed. A student or practitioner needs to understand CLV to best gain the competitive edge in business. Customer Lifetime Value: Reshaping the Way We Manage to Maximize Profits is a text that shows in detail how managers and researchers can best use CLV to a business’s advantage. This valuable resource explores various practical approaches to the measurement and management of customer value that focus on maximizing profitability and growth. Leading thinkers discuss how to leverage CLV in all aspects of business, including customer management, employee management, and firm valuation. Everyone needing to prepare a business for success in the future should read this book. Most books on the subject only cover separate components of CLV and are typically limited to targeting for direct response marketing. Customer Lifetime Value presents all components, cohesively putting them together into an understandable functioning whole. This source prepares forward-looking managers and researchers for the inevitable change and provides strategies to gain and sustain the competitive advantage. Topics in Customer Lifetime Value include: leveraging the customer database to maximize CLV using CLV in customer segmentation customer divestment using CLV in firm valuation setting up an organization designed to maximize CLV much more! Customer Lifetime Value: Reshaping the Way We Manage to Maximize Profits is essential reading for practitioners in the areas of customer satisfaction, loyalty, CRM, and direct response, as well as academics in the service marketing area.
Global Competitiveness Business Transformation In The Digital Era
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Author : Ade Gafar Abdullah
language : en
Publisher: Routledge
Release Date : 2019-07-09
Global Competitiveness Business Transformation In The Digital Era written by Ade Gafar Abdullah and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-07-09 with Business & Economics categories.
The proceedings of the "Economics and Business Competitiveness International Conference" (EBCICON) provides a selection of papers, either research results or literature reviews, on business transformation in the digital era. Nine major subject areas, comprising accounting and governance, customer relations, entrepreneurship, environmental issues, finance and investment, human capital, industrial revolution 4.0, international issues, and operations and supply chain management are presented in the proceedings. These papers will provide new insights into the knowledge and practice of business and economics in the digital era. Therefore, parties involved in business and economics such as academics, practitioners, business leaders, and others will be interested in the contents of the proceedings.
Services Marketing
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Author : R. SRINIVASAN
language : en
Publisher: PHI Learning Pvt. Ltd.
Release Date : 2012-03-05
Services Marketing written by R. SRINIVASAN and has been published by PHI Learning Pvt. Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-03-05 with Business & Economics categories.
This third edition continues to give a clear analysis of what Services Marketing is all about. The book is reinforced with many illuminating case studies. What makes this new edition appealing to the readers are the reorganized chapters. Furthermore, new cases have been added and the existing cases have been updated to make the text as per the current scenario. The cases, set within the Indian context, lend a practical dimension to the subject, familiarizing the student with the developments in the Services Marketing area in India today. What is New to This Edition : • Updated cases and figures incorporated with current data The revised edition, with its emphasis on recent data and the contemporary Services Marketing scenario is an ideal companion for the budding managers. It should also be of great use to the practising managers attending various Management Development Programmes (MDPs) and Executive Development Programmes (EDPs).
Marketing By Contingency In The Time Of Covid 19
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Author : Alicia de la Peña
language : en
Publisher: CRC Press
Release Date : 2022-12-29
Marketing By Contingency In The Time Of Covid 19 written by Alicia de la Peña and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-12-29 with Business & Economics categories.
Marketing by Contingency in the Time of Covid-19: Overcoming Business Crises and Meeting Marketing Challenges provides conceptual and empirical evidence from a marketing and business perspective about how firms and nonprofit organizations in developing countries have coped with the Covid-19 pandemic. The Covid-19 pandemic became not only a health threat but also a business threat and challenge. This book analyzes successful—and failed—marketing strategies that have been implemented by renowned and emerging firms and nonprofit organizations in reaction to the unprecedented market situation caused by the Covid-19 pandemic. Using case studies, the chapters identify the elements that were critical for strengthening a product or company’s brand value, consumer satisfaction, and loyalty during this time of crisis and uncertainty. The information and experiences shared here show how organizations learned to be resilient and reacted to challenging market situations using creativity and innovation to present consumers with prompt solutions to cover their most basic needs. Topics cover brand engagement, influencer marketing, building consumer trust, navigating restrictive conditions using analytics and predictive modeling, internal marketing, and more. Key features: Presents and assesses strategies to react to business challenges—both economic and social Provides conceptual and empirical evidence on how to deliver value to consumers in times of uncertainty Shows the reality faced by businesses and nonprofit organizations when a crisis emerges Evaluates the critical role of social media and e-commerce as strategic resources to help business and nonprofit organizations survive—and even grow—during a crisis Examines the role of internal marketing during a pandemic The successes and failures of the marketing strategies discussed in this volume will aid professors and students, business leaders, marketing professionals, public relations professionals, and others in identifying the processes needed to overcome business and social troubles during periods of crisis.