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Delivering Quality Service
  • Language: en
  • Pages: 226

Delivering Quality Service

Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system ...

Services Marketing: Integrating Customer Focus Across the Firm
  • Language: en
  • Pages: 711
Services Marketing
  • Language: en
  • Pages: 538

Services Marketing

  • Type: Book
  • -
  • Published: 2016-04
  • -
  • Publisher: Unknown

None

Driving Customer Equity
  • Language: en
  • Pages: 304

Driving Customer Equity

In their efforts to become more customer-focused, companies everywhere find themselves entangled in outmoded systems, metrics, and strategies rooted in their product-centered view of the world. Now, to ease this shift to a customer focus, marketing strategy experts Roland T. Rust, Valarie A. Zeithaml, and Katherine N. Lemon have created a dynamic new model they call "Customer Equity," a strategic framework designed to maximize every firm's most important asset, the total lifetime value of its customer base. The authors' Customer Equity Framework yields powerful insights that will help any business increase the value of its customer base. Rust, Zeithaml, and Lemon introduce the three drivers ...

Service Quality
  • Language: en
  • Pages: 86

Service Quality

  • Type: Book
  • -
  • Published: 2004-01-01
  • -
  • Publisher: Unknown

None

Supermarket Shoppers' Profile
  • Language: en
  • Pages: 57

Supermarket Shoppers' Profile

  • Type: Book
  • -
  • Published: 1982
  • -
  • Publisher: Unknown

None

Review of Marketing 1990
  • Language: en

Review of Marketing 1990

None

Service Quality
  • Language: en
  • Pages: 350

Service Quality

To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com.

Computational Science and Its Applications - ICCSA 2011
  • Language: en
  • Pages: 718

Computational Science and Its Applications - ICCSA 2011

The five-volume set LNCS 6782 - 6786 constitutes the refereed proceedings of the International Conference on Computational Science and Its Applications, ICCSA 2011, held in Santander, Spain, in June 2011. The five volumes contain papers presenting a wealth of original research results in the field of computational science, from foundational issues in computer science and mathematics to advanced applications in virtually all sciences making use of computational techniques. The topics of the fully refereed papers are structured according to the five major conference themes: geographical analysis, urban modeling, spatial statistics; cities, technologies and planning; computational geometry and applications; computer aided modeling, simulation, and analysis; and mobile communications.

Services Marketing: Integrating Customer Focus Across the Firm
  • Language: en
  • Pages: 544

Services Marketing: Integrating Customer Focus Across the Firm

Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. View Table of Contents and Features below for more information.