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 Customer relations categories.
Handbook Of Service Marketing Research
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Author : Roland T. Rust
language : en
Publisher: Edward Elgar Publishing
Release Date : 2014-02-28
Handbook Of Service Marketing Research written by Roland T. Rust and has been published by Edward Elgar Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-02-28 with Business & Economics categories.
The Handbook of Service Marketing Research brings together an all-star team of leading researchers in service marketing to explore many of the hottest topics in service marketing today. Cutting-edge topics include: customer relationships and loy
Service Marketing
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Author : Steve Baron
language : en
Publisher: SAGE Publications Limited
Release Date : 2010-11-01
Service Marketing written by Steve Baron and has been published by SAGE Publications Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-11-01 with Business & Economics categories.
With the rise in deregulated service-based economies in developed countries over the last forty years, an understanding of the marketing of services is essential to the marketing student, researcher, and practitioner. This four-volume collection is structured around the evolution of services marketing scholarship from 1970 to the present, giving an unprecedented, detailed account of the relationship between the theory and practice of services marketing and the changing social, economic, and technical environments over time. Each volume takes a distinct time period and theme as its subject. Volumes one to three offer the last word on services marketing research of the 20th century, with volume four looking towards a unified marketing approach for the current century.
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.
Service Encounters In Tourism Events And Hospitality
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Author : Miriam Firth
language : en
Publisher: Channel View Publications
Release Date : 2020-01-30
Service Encounters In Tourism Events And Hospitality written by Miriam Firth and has been published by Channel View Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-01-30 with Business & Economics categories.
This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. Using data from research completed in these industries, it hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. A key feature of this volume is that it focuses on staff perspectives and perceptions of service encounters and delivery rather than on customer or management perspectives. This will provide students, lecturers, management and customers with fresh and clear understandings of the demands made on staff, but also the perspectives from which the demands are seen. The chapters clarify to students how to apply academic knowledge within customer service contexts and include learning objectives, questions and summaries.
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.
Tourist Customer Service Satisfaction
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Author : Francis P. Noe
language : en
Publisher: Routledge
Release Date : 2010-10-04
Tourist Customer Service Satisfaction written by Francis P. 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.
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.
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.
Emotionalintelligenceandmarketing
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Author : Prentice Catherine
language : en
Publisher: World Scientific
Release Date : 2019-06-06
Emotionalintelligenceandmarketing written by Prentice Catherine and has been published by World Scientific this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-06-06 with Business & Economics categories.
This book discusses how businesses and marketers can deploy emotional intelligence as a marketing tool to co-produce service for enhancing customer experience and to co-create value for key stakeholders in the digitalised and service-dominant logic era. Whilst many competing emotional intelligence models are discussed in the literature, the current book will focus on the ability model. This model comprises 2 areas (experiential and strategic emotional intelligence) and four ability scopes (perceive emotions, use emotions, understand emotions and manage emotions). The marketing domains that are deemed relevant and included in this book are services marketing, relationship marketing and digital marketing. The relevant marketing models from these domains will be identified to be integrated with emotional intelligent strategies. Emotional Intelligence makes both employees and customers happy, committed and loyal. Emotional Intelligence makes businesses competitive and sustainable.