Two Factor Theory Of Customer Service
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Two Factor Theory Of Customer Service
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Author : DAVID L. ELWOOD
language : en
Publisher: AuthorHouse
Release Date : 2013-12-18
Two Factor Theory Of Customer Service written by DAVID L. ELWOOD and has been published by AuthorHouse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-12-18 with Business & Economics categories.
In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwoods message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business --- the only question is whether you are doing it well. Want a quick read at the airport terminal thatll entertain more than transform? Two Factor Theory of Customer Service isnt it! Elwood skips the clichs while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University
Customer Care A New Business Discipline
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Author : Atton Institute
language : en
Publisher: CreateSpace
Release Date : 2018-04-26
Customer Care A New Business Discipline written by Atton Institute and has been published by CreateSpace this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-04-26 with Education categories.
Customer service is one of the most important aspects of running a business. This book from the Atton Institute has the answers to a number of relevant questions such as “What should and should not be done when working with clients,” “How to correctly react to changes and innovations,” “How to improve the level of customer service & satisfaction,” etc. The main objective of this book is to help you to organize your work in such a way that you are able to get maximum benefit when working with your clients. After all, if you don’t think of customer satisfaction, you won’t be able to stay at the market for long. The book will be of interest first of all to those who work with customers, as well as for managers and owners of the companies. It will also be useful to marketers, brand managers and all those professionals who want to improve the efficiency of their work with clients.
Satisfaction A Behavioral Perspective On The Consumer
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Author : Richard L. Oliver
language : en
Publisher: Routledge
Release Date : 2014-12-18
Satisfaction A Behavioral Perspective On The Consumer written by Richard L. Oliver and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-18 with Business & Economics categories.
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.
The Routledge Handbook Of Philosophy Of Delusion
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Author : Ema Sullivan-Bissett
language : en
Publisher: Taylor & Francis
Release Date : 2024-11-15
The Routledge Handbook Of Philosophy Of Delusion written by Ema Sullivan-Bissett and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-11-15 with Philosophy categories.
Delusions play an important and fascinating role in philosophy and are a particularly fertile area of study in recent years, spanning philosophy of mind and psychology, epistemology, ethics, psychology, psychiatry, and cognitive science. The Routledge Handbook of Philosophy of Delusion explores the conceptual and philosophical issues in the study of delusion and is the first major reference source of its kind. Comprising 38 chapters by an international team of contributors, the Handbook is divided into six clear parts: The Nature of Delusion Delusion in Disorders Epistemology of Delusion Delusion’s Place in the Mind Delusion Formation Responsibility, Culture, and Society. Within these sections, key topics are discussed including delusions and wellbeing, delusions as they occur in wider mental disorder, the epistemic profile of delusions (evidence, justification, rationality), how delusions are formed, delusions and folk psychology (how they relate to belief, self-deception, imagination, and so on), and delusions in the wider social and cultural context. An outstanding resource for both students and researchers, The Routledge Handbook of Philosophy of Delusion is essential reading for those working on delusion in philosophy departments, and also suitable for those in related disciplines such as psychology, psychiatry, and cognitive science.
Global Supply Chain Quality Management
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Author : Barbara B. Flynn
language : en
Publisher: CRC Press
Release Date : 2014-11-21
Global Supply Chain Quality Management written by Barbara B. Flynn and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-21 with Business & Economics categories.
This book draws together key insights from the relevant literature across diverse disciplines and presents detailed research case studies of six extended global supply chains in three industries: toys, food, and pharmaceuticals. These case studies cover U.S. companies with supply chains that extend into China and include the perspectives of U.S. and Chinese executives. The book then presents a conceptual model that synthesizes the literature and case studies, and describes the ways in which alternative product recall strategies influence consumers' perception of an organization's corporate social legitimacy and consumers' future purchasing behaviors.
E Commerce For Organizational Development And Competitive Advantage
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Author : Khosrow-Pour, Mehdi
language : en
Publisher: IGI Global
Release Date : 2013-03-31
E Commerce For Organizational Development And Competitive Advantage written by Khosrow-Pour, Mehdi and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-31 with Business & Economics categories.
As e-commerce continues to develop, organizations have adopted its technological advancements in order to keep a strategic advantage in the business environment. E-Commerce for Organizational Development and Competitive Advantage provides insight on the challenges related to the management aspects of e-commerce and its influence over organizational development. With the growing applications of electronic commerce technologies, this reference source is vital for educators, researchers, and managers interested in the advantages of this field.
Management
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Author : John R. Schermerhorn, Jr.
language : en
Publisher: John Wiley & Sons
Release Date : 2020-11-16
Management written by John R. Schermerhorn, Jr. 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 2020-11-16 with Business & Economics categories.
Today's students are tomorrow’s leaders and managers. The Management, Fifth Canadian Edition course helps students discover their true potential and accept personal responsibility for developing career skills to become future leaders in the workplace. New content on topics like disruption, Big Data, AI, machine learning, and sustainability, plus thought-provoking exercises give students a fundamental understanding of today's world of management while urging them to reflect on their own behavior and decision-making processes. Management provides exciting new student engagement features on key themes of Analysis, Ethics, Choices, Insight, and Wisdom to attract learners’ attention and prompt additional reflection, while fresh author videos, updated video cases accompanying each chapter, and other digital assets bring managerial theory to life. By the end of the course, students will be able to understand and apply management principles, have developed concrete skills for career readiness, gained confidence in critical thinking, and embraced lifelong learning to ensure professional success.
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Author :
language : en
Publisher: Arihant Publications India limited
Release Date :
written by and has been published by Arihant Publications India limited this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Intelligent Systems Design And Applications
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Author : Ajith Abraham
language : en
Publisher: Springer Nature
Release Date : 2024-07-24
Intelligent Systems Design And Applications written by Ajith Abraham and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-07-24 with Computers categories.
This book highlights recent research on intelligent systems and nature-inspired computing. It presents 47 selected papers focused on Deep Learning from the 23rd International Conference on Intelligent Systems Design and Applications (ISDA 2023), which was held in 5 different cities namely Olten, Switzerland; Porto, Portugal; Kaunas, Lithuania; Greater Noida, India; Kochi, India, and in online mode. The ISDA is a premier conference in the field of artificial intelligence, and the latest installment brought together researchers, engineers, and practitioners whose work involves intelligent systems and their applications in industry. ISDA 2023 had contributions by authors from 64 countries. This book offers a valuable reference guide for all scientists, academicians, researchers, students, and practitioners in the field of artificial intelligence and deep learning.
Co Creation In Tourist Experiences
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Author : Nina K Prebensen
language : en
Publisher: Routledge
Release Date : 2017-04-21
Co Creation In Tourist Experiences written by Nina K Prebensen and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-04-21 with Business & Economics categories.
The tourist experience is multi-faceted and dynamic, as tourists engage with its formation and creation. The tourists then become vital in creating value for themselves together with the service provider. Experience value cannot be pre-produced, but is co-created between host and guest(s) in the servicescape. The tourist managers can therefore only plan for and facilitate for value co-creation to take place. This book responds to the need for a critical review of how firms can facilitate and dramatize for enhanced experience value for tourists. As the roles of participants and providers are changing rapidly, new knowledge in terms of how value creation and value co-creation can transpire needs to be generated. The aim of this book is therefore to accentuate the role and importance of the core elements in value creation processes, namely, the customer(s), the setting in which co-creation would take place, and the provider. Bringing together scholars from diverse areas to address the nature of how the actors co-create values through interaction in different experience settings, the book also serves as a guide to the best practice of co-creation of tourist experiences. It will therefore appeal practically as well as theoretically to scholars and students of tourism, marketing, leisure, hospitality, and services management.