The Service Encounter
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The Service Encounter
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Author : John A. Czepiel
language : en
Publisher: Free Press
Release Date : 1985
The Service Encounter written by John A. Czepiel and has been published by Free Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1985 with Business & Economics categories.
The Language Of Service Encounters
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Author : J. César Félix-Brasdefer
language : en
Publisher: Cambridge University Press
Release Date : 2015-04-30
The Language Of Service Encounters written by J. César Félix-Brasdefer and has been published by Cambridge University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-04-30 with Language Arts & Disciplines categories.
A comprehensive account of face-to-face interactions in commercial and non-commercial service encounter settings.
Handbook Of Research On Retailing Techniques For Optimal Consumer Engagement And Experiences
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Author : Musso, Fabio
language : en
Publisher: IGI Global
Release Date : 2019-10-11
Handbook Of Research On Retailing Techniques For Optimal Consumer Engagement And Experiences written by Musso, Fabio and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-10-11 with Business & Economics categories.
In the world of economics and business, engaging with loyal customers while also seeking out new, potential customers is a must. With the recent advancements of social media technology, these operations have increased the need for more developed methods to mesh consumer-business relationships and retention. The Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences is a thought-provoking reference source that provides vital insight into the application of present-day customer relationship management within the retail industry. While highlighting topics such as digital communication, e-retailing, and social media marketing, this publication explores in-depth merchandiser knowledge as well as the methods behind positive retailer-consumer relationships. This book is ideally designed for managers, executives, CEOs, sales professionals, marketers, advertisers, brand managers, retail experts, academicians, researchers, and students.
Information And Communication Technologies In Tourism 2022
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Author : Jason L. Stienmetz
language : en
Publisher: Springer Nature
Release Date : 2022-01-07
Information And Communication Technologies In Tourism 2022 written by Jason L. Stienmetz and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-01-07 with Business & Economics categories.
This open access book presents the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 29th Annual International eTourism Conference, which assembles the latest research presented at the ENTER2022 conference, which will be held on January 11–14, 2022. The book provides an extensive overview of how information and communication technologies can be used to develop tourism and hospitality. It covers the latest research on various topics within the field, including augmented and virtual reality, website development, social media use, e-learning, big data, analytics, and recommendation systems. The readers will gain insights and ideas on how information and communication technologies can be used in tourism and hospitality. Academics working in the eTourism field, as well as students and practitioners, will find up-to-date information on the status of research.
Technology Mediated Service Encounters
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Author : Pilar Garcés-Conejos Blitvich
language : en
Publisher: John Benjamins Publishing Company
Release Date : 2019-01-10
Technology Mediated Service Encounters written by Pilar Garcés-Conejos Blitvich and has been published by John Benjamins Publishing Company this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-10 with Language Arts & Disciplines categories.
The chapters in this collection, authored by renowned scholars, address a gap in the literature by focusing on the consequences that outsourcing, among other globalized economic practices, and remediation by new technologies have had on the service encounters genre (SE). From both a multilingual and a multidisciplinary perspective, this collection explores the development of technological applications and professional best practices as well as call centre interaction, e-commerce, and e-word of mouth. More specifically, the papers in this volume report on technology developed to support SEs and how this technology influences service providers and their allowable linguistic contributions. Further, this collection provides valuable insights on the language and strategic behaviour deployed in less researched kinds of SEs, gives special attention to how technology impacts the interface between the transactional and interactional goals of SEs, and thus has real world applications.
Tourist Customer Service Satisfaction
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Author : Francis Noe
language : en
Publisher: Routledge
Release Date : 2010-10-04
Tourist Customer Service Satisfaction written by Francis Noe and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-10-04 with Business & Economics categories.
Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.
Service Management
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Author : Cengiz Haksever
language : en
Publisher: FT Press
Release Date : 2013-06-11
Service Management written by Cengiz Haksever and has been published by FT Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-06-11 with Business & Economics categories.
Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today's most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. Leading experts Cengiz Haksever and Barry Render provide crucial insights into emerging service operation and supply chain topics, reinforcing key points with up-to-date case studies. Service Management contains a valuable chapter-length introduction to linear and goal programming and its services applications; and also addresses many other topics ignored by competitive texts, such as: Service SCM methods and approaches Focusing on customers and their service purchase behavior Service productivity Managing public and private nonprofit service organizations Vehicle routing and scheduling Ethical challenges to SCM Service Management will be an invaluable resource for senior and mid-level managers throughout any service organization, and for students and faculty in any graduate or upper-level undergraduate program in service management, service operations management, or operations management
Service Quality Management In Hospitality Tourism And Leisure
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Author : Connie Mok
language : en
Publisher: Routledge
Release Date : 2013-01-11
Service Quality Management In Hospitality Tourism And Leisure written by Connie Mok and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-11 with Business & Economics categories.
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Understanding Service Consumers
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Author : Jochen Wirtz
language : en
Publisher: Ws Professional
Release Date : 2017
Understanding Service Consumers written by Jochen Wirtz and has been published by Ws Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with Consumer behavior categories.
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 result in satisfied customers who will buy again. Understanding Service Consumers is the first volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world. Contents: Readership: Business and Marketing students at MBA and eMBA level; marketing professionals and practitioners. Services Marketing;Marketing;Consumer Behavi∨Positioning Services;Service Process;Service Environment;Service Advanta≥Customer Relationships;Managing Relationship and Building Loyalty;Complaint Handling;Service Recovery;Service Excellence;Service Quality and Productivity; Service LeadershipKey Features: There are many books on service management in the market, but most are narrowly focused and/or based on anecdotal evidence. This new book is the first to rigorously cover key aspects of services marketing and management, and that is routed in sound academic research. This book bridges the gap between cutting-edge academic research and practitioners The book makes extant academic knowledge easily accessible. For example, each chapter features an organizational framework that provides an overview of core concepts at a glance, and it ends with a succinct chapter summary in bullet points The book features global best practices and latest trends; it takes on a global perspective with about 40% of all examples originating from the Americas, 30% from Europe and 30% from Asia
Service Operations Management
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Author : Robert G. Murdick
language : en
Publisher:
Release Date : 1990-01
Service Operations Management written by Robert G. Murdick and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1990-01 with Industrial management categories.