Two Factor Theory Of Customer Service

Author : DAVID L. ELWOOD
Publisher : AuthorHouse
Page : 200 pages
File Size : 40,7 Mb
Release : 2013-12-18
Category : Business & Economics
ISBN : 9781491844434

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Two Factor Theory of Customer Service by DAVID L. ELWOOD Pdf

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

Author : Atton Institute
Publisher : CreateSpace
Page : 174 pages
File Size : 46,9 Mb
Release : 2018-04-26
Category : Electronic
ISBN : 9781986960380

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Customer Care: A New Business Discipline by Atton Institute Pdf

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.

Author : Emerald Group Publishing Limited
Publisher : Emerald Group Publishing
Page : 216 pages
File Size : 47,6 Mb
Release : 2015-10-30
Category : Business & Economics
ISBN : 9781785608803

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New Perspectives in Hospitality Management by Emerald Group Publishing Limited Pdf

New Perspectives in Hospitality Management is a unique collection of articles that represent the very highest level of scholarship in the sphere of hospitality research. The articles published in this collection identify some emergent themes that have subsequently established themselves as key trends among academics in the field.

Author : Evangelos Grigoroudis,Yannis Siskos
Publisher : Springer Science & Business Media
Page : 319 pages
File Size : 40,8 Mb
Release : 2009-11-07
Category : Business & Economics
ISBN : 9781441916402

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Customer Satisfaction Evaluation by Evangelos Grigoroudis,Yannis Siskos Pdf

This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.

Author : Panwar, Upendra Singh
Publisher : IGI Global
Page : 492 pages
File Size : 53,6 Mb
Release : 2016-04-11
Category : Business & Economics
ISBN : 9781522501442

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Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector by Panwar, Upendra Singh Pdf

Economic growth is directly impacted by a multitude of different industries; in recent years, the service industry has emerged as 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.

Author : Alkhatani Saad Zafer
Publisher : IAP
Page : 117 pages
File Size : 47,6 Mb
Release : 2015-06-01
Category : Business & Economics
ISBN : 9781623969141

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Authentic Customer Centricity by Alkhatani Saad Zafer Pdf

This book offers a breakthrough formula for creating a sustainable customer centric organization, which forms the key to enduring business success. This new blueprint entails a systematic and integrated journey towards customer centricity. In this book, Dr. Zafer has provided a sorely needed guidebook for executives to become a successful customer centric company. He shows us how companies can deliver a superior customer experience that result in trusted customer relations that can boost profitability. This is the book you should read if you want to deliver a superior customer experience in a sustainable way.

Author : Javier Faulin,Angel A. Juan,Scott E. Grasman,Michael J. Fry
Publisher : CRC Press
Page : 469 pages
File Size : 54,5 Mb
Release : 2012-08-08
Category : Business & Economics
ISBN : 9781439867341

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Decision Making in Service Industries by Javier Faulin,Angel A. Juan,Scott E. Grasman,Michael J. Fry Pdf

In real-life scenarios, service management involves complex decision-making processes usually affected by random or stochastic variables. Under such uncertain conditions, the development and use of robust and flexible strategies, algorithms, and methods can provide the quantitative information necessary to make better business decisions. Decision Making in Service Industries: A Practical Approach explores the challenges that must be faced to provide intelligent strategies for efficient management and decision making that will increase your organization’s competitiveness and profitability. The book provides insight and understanding into practical and methodological issues related to decision-making processes under uncertainty in service industries. It examines current and future trends regarding how these decision-making processes can be efficiently performed for better design of service systems by using probabilistic algorithms as well as hybrid and simulation-based approaches. Traditionally, many quantitative tools have been developed to make decisions in production companies. This book explores how to use these tools for making decisions inside service industries. Thus, the authors tackle strategic, tactical, and operational problems in service companies with the help of suitable quantitative models such as heuristic and metaheuristic algorithms, simulation, or queuing theory. Generally speaking, decision making is a hard task in business fields. Making the issue more complex, most service companies’ problems are related to the uncertainty of the service demand. This book sheds light on these types of decision problems. It provides studies that demonstrate the suitability of quantitative methods to make the right decisions. Consequently, this book presents the business analytics needed to make strategic decisions in service industries.

Author : Ruby Parker Puckett
Publisher : John Wiley & Sons
Page : 592 pages
File Size : 47,7 Mb
Release : 2012-11-13
Category : Medical
ISBN : 9781118234112

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Foodservice Manual for Health Care Institutions by Ruby Parker Puckett Pdf

The thoroughly revised and updated fourth edition of Foodservice Manual for Health Care Institutions offers a review of the management and operation of health care foodservice departments. This edition of the book which has become the standard in the field of institutional and health care foodservice contains the most current data on the successful management of daily operations and includes information on a wide range of topics such as leadership, quality control, human resource management, product selection and purchasing, environmental issues, and financial management. This new edition also contains information on the practical operation of the foodservice department that has been greatly expanded and updated to help institutions better meet the needs of the customer and comply with the regulatory agencies' standards. TOPICS COVERED INCLUDE: Leadership and Management Skills Marketing and Revenue-Generating Services Quality Management and Improvement Planning and Decision Making Organization and Time Management Team Building Effective Communication Human Resource Management Management Information Systems Financial Management Environmental Issues and Sustainability Microbial, Chemical, and Physical Hazards HACCP, Food Regulations, Environmental Sanitation, and Pest Control Safety, Security, and Emergency Preparedness Menu Planning Product Selection Purchasing Receiving, Storage, and Inventory Control Food Production Food Distribution and Service Facility Design Equipment Selection and Maintenance Learning objectives, summary, key terms, and discussion questions included in each chapter help reinforce important topics and concepts. Forms, charts, checklists, formulas, policies, techniques, and references provide invaluable resources for operating in the ever-changing and challenging environment of the food- service industry.

Author : Pankaj Srivastava,M. Lellis Thivagar,Georgia Irina Oros,Chai Ching Tan
Publisher : Springer Nature
Page : 349 pages
File Size : 44,7 Mb
Release : 2023-01-02
Category : Technology & Engineering
ISBN : 9789811951817

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Mathematical and Computational Intelligence to Socio-scientific Analytics and Applications by Pankaj Srivastava,M. Lellis Thivagar,Georgia Irina Oros,Chai Ching Tan Pdf

This book presents a collection of selected papers presented at the 22nd FAI International Conference on Mathematical, Computational Intelligence and Engineering Approaches to Healthcare, Business and Tourism Analytics (FAI-ICMCIE 2020), held at American College, Madurai, India, from 20–22 December 2020. This book discusses advanced mathematical concepts and computational intelligence approaches for: medical diagnostic approach in cardiac diseases, nano topology in medical diseases, stability of indicators in assessing business development, AI-guided paradigmatic competence in science and spirituality integration, neural network-TOPSIS analytics in hotel service quality, itinerary planning destination ranking tourism analytics, molecular modeling and docking simulation for unraveling medicinal properties, value-oriented approach on commercial banks security, Brownian motion in shares of the bank, internet of things linking to social media and e-commerce, and more, which are discussed by using fuzzy analytics, nano-topology, statistical, TOPSIS and neural network tools.

Author : Barbara B. Flynn,Xiande Zhao
Publisher : CRC Press
Page : 416 pages
File Size : 49,9 Mb
Release : 2014-11-21
Category : Business & Economics
ISBN : 9781439815564

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Global Supply Chain Quality Management by Barbara B. Flynn,Xiande Zhao Pdf

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.

Author : C.L. Tyagi,Arun Kumar
Publisher : Atlantic Publishers & Dist
Page : 216 pages
File Size : 52,6 Mb
Release : 2004
Category : Consumer behavior
ISBN : 8126903309

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Consumer Behaviour by C.L. Tyagi,Arun Kumar Pdf

The Book, Consumer Behaviour, Is Written In Easy Language And Lucid Style. It Examines The Importance Of Understanding Consumer Behaviour And Tools And Techniques Available For Doing So. The Book Highlights Consumers Motivation, Goals, Incentives And Uncertainties. It Studies Differences Between New And Repeat Buyers And Covers Market Segmentation, Evaluation Of Consumer Attitudes And Buyers Behaviour In The Marketplace. All Marketing Students, Executives And Managers Especially Those With Marketing Responsibilities Or Interest Will Find This Book Most Ideal And Useful.The Book Has Been Written As A Textbook Primarily For Students Pursuing B.B.A., M.B.A., D.B.M. And Marketing Courses. Marketing Executives, Managers And General Readers Can Also Appraise Themselves Of The Subject.

Author : Anonim
Publisher : Arihant Publications India limited
Page : 797 pages
File Size : 48,8 Mb
Release : 2024-06-29
Category : Electronic
ISBN : 9789326193528

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by Anonim Pdf

Author : Brend Braveman
Publisher : F.A. Davis
Page : 544 pages
File Size : 42,8 Mb
Release : 2016-02-19
Category : Medical
ISBN : 9780803657922

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Leading & Managing Occupational Therapy Services by Brend Braveman Pdf

Put theory and research into practice for real-world success. Here’s your introduction to the use of theory, research, and evidence in guiding your practice as an occupational therapy manager. From leadership and supervision to policies, program development, and continuous quality improvement, you’ll find complete coverage of the full range of issues and functions managers encounter in the real worlds in which they practice. Whatever your role, the practical knowledge and the guidance you’ll find here will help you become a more effective OT, colleague, and manager.

Author : United States Civil Service Commission. Library
Publisher : Unknown
Page : 648 pages
File Size : 41,5 Mb
Release : 1960
Category : Civil service
ISBN : OSU:32435024449506

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Personnel Bibliography Series by United States Civil Service Commission. Library Pdf

Author : United States Civil Service Commission. Library
Publisher : Unknown
Page : 120 pages
File Size : 48,8 Mb
Release : 1974
Category : Personnel management
ISBN : UIUC:30112011593016

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Improving Employee Performance by United States Civil Service Commission. Library Pdf