Designing Complaint Handling And Service Recovery Strategies, Wirtz Jochen
Автор: Stefan Garding; Andrea Bruns Название: Complaint Management and Channel Choice ISBN: 3319181785 ISBN-13(EAN): 9783319181783 Издательство: Springer Рейтинг: Цена: 6986.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This book investigates customer perceptions and expectations of complaint channels. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.
Автор: Wirtz Jochen Название: Designing Customer Service Processes ISBN: 1944659242 ISBN-13(EAN): 9781944659240 Издательство: World Scientific Publishing Рейтинг: Цена: 1418.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss how service processes can be designed and improved to deliver the promised value proposition. This book is the sixth 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.The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.
Описание: Economic growth is directly impacted by a multitude of different industries; in recent years, the service industry has emerged has a significant contributor to the global economy. As such, the effective management of this sector has become a widely studied topic.The Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector is an authoritative reference source for the latest research on emerging methods for innovative service design and delivery, examining how growing customer expectations and global competition has influenced this industry. Featuring quality factors, marketing tools, and the effects of consumer behavior, this publication is ideally suited for researchers, professionals, and academicians actively involved in the service industry.
Автор: Murynets Ilona Название: Optimal Investment And Marketing Strategies ISBN: 9814383260 ISBN-13(EAN): 9789814383264 Издательство: World Scientific Publishing Рейтинг: Цена: 11246.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Develops models for optimal pricing strategies of subscription services on monopolistic and duopolistic markets; an analytical model for optimal investment and optimal pricing strategies for innovative maintenance service contracts; and, a model for targeting customers in marketing campaigns.
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