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Séries : livres de la série Winning in Service Markets
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Building a World Class Service Organization (Assessment Tool)
Jochen Wirtz
- Livre broché | Anglais | Winning in Service Markets | n° 13
- Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Build... Savoir plus
15,45 €Livraison 2 à 3 semaines15,45 €Livraison 2 à 3 semaines -
Balancing Capacity and Demand in Service Operations
Jochen Wirtz
- Livre broché | Anglais | Winning in Service Markets | n° 7
- Many services with limited capacity face wide swings in demand that can be caused by the change in seasons. The effective use of expensive productive ... Savoir plus
15,45 €Livraison 2 à 3 semaines15,45 €Livraison 2 à 3 semaines -
Designing Customer Service Processes
Jochen Wirtz
- Livre broché | Anglais | Winning in Service Markets | n° 6
- From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and mana... Savoir plus
15,45 €Livraison 2 à 3 semaines15,45 €Livraison 2 à 3 semaines -
Service Marketing Communications
Jochen Wirtz
- Livre broché | Anglais | Winning in Service Markets | n° 5
- Developing an effective service marketing communications strategy starts with a good understanding of the service product and its prospective buyers. ... Savoir plus
15,45 €Livraison 2 à 3 semaines15,45 €Livraison 2 à 3 semaines -
Designing Complaint Handling and Service Recovery Strategies
Jochen Wirtz
- Livre broché | Anglais | Winning in Service Markets | n° 11
- The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always... Savoir plus
15,45 €Livraison 2 à 3 semaines15,45 €Livraison 2 à 3 semaines -
Positioning Services in Competitive Markets
Jochen Wirtz
- Livre broché | Anglais | Winning in Service Markets | n° 2
- What makes consumers or institutional buyers select, and remain loyal to, one service provider over another? Without knowing which product features ar... Savoir plus
15,45 €Livraison 2 à 3 semaines15,45 €Livraison 2 à 3 semaines -
Managing People for Service Advantage
Jochen Wirtz
- Livre broché | Anglais | Winning in Service Markets | n° 9
- Highly capable and motivated people are at the center of service excellence and productivity. Behind today's successful service organizations stands a... Savoir plus
15,45 €Livraison 2 à 3 semaines15,45 €Livraison 2 à 3 semaines -
Managing Customer Relationships and Building Loyalty
Jochen Wirtz
- Livre broché | Anglais | Winning in Service Markets | n° 10
- Targeting, acquiring, and retaining the 'right' customers is at the core of many successful service firms. The objective is to build the relationships... Savoir plus
15,45 €Livraison 2 à 3 semaines15,45 €Livraison 2 à 3 semaines -
Developing Service Products and Brands
Jochen Wirtz
- Livre broché | Anglais | Winning in Service Markets | n° 3
- All service organizations face choices concerning the types of products to offer and how to deliver them to customers. Designing a service product is ... Savoir plus
15,45 €Livraison 2 à 3 semaines15,45 €Livraison 2 à 3 semaines -
Service Quality and Productivity Management
Jochen Wirtz
- Livre broché | Anglais | Winning in Service Markets | n° 12
- The relationship between productivity and customer satisfaction is complex. Service Quality and Productivity Management describes that the quality and... Savoir plus
15,45 €Livraison 2 à 3 semaines15,45 €Livraison 2 à 3 semaines
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