Автор: Robert Spector Название: The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization ISBN: 0471702862 ISBN-13(EAN): 9780471702863 Издательство: Wiley Рейтинг: Цена: 15830.00 T Наличие на складе: Поставка под заказ. Описание: A new "how-to" version of a customer service classic First published in 1995, The Nordstrom Way has consistently been one of the bestselling backlist books on customer service, with over 100,000 copies sold. This new book replaces The Nordstrom Way with an even more practical guide to becoming the "Nordstrom" of your industry. It is designed for customer service managers and trainers, who will find it an invaluable resource for designing their own training programs. Through training exercises, hiring questionnaires, and customer service development tools, the authors not only explain the principles of the world's best customer service company they help you implement them in your organization. The Nordstrom Way to Customer Service Excellence will help any organization focus on customer needs, follow-up, and ensure customer satisfaction in every transaction. Robert Spector (Seattle, WA) is a professional speaker and writer whose work has appeared in Women's Wear Daily, the Wall Street Journal, the New York Times, and USA Today. Patrick McCarthy (Seattle, WA) retired from Nordstrom after more than 30 years of service. He was one of the top-performing salespeople in the company.
Автор: Robert C. Ford, Michael C. Sturman Название: Managing Hospitality Organizations: Achieving Excellence in the Guest Experience ISBN: 1544321503 ISBN-13(EAN): 9781544321509 Издательство: Sage Publications Рейтинг: Цена: 151010.00 T Наличие на складе: Невозможна поставка. Описание: Preparing students for a career in hospitality management, the second edition reflects the latest changes in the service industry and newer developments related to sustainability and technology.
Автор: Urquhart Fiona Название: Service Excellence in Organizations, Volume II: Eight Key Steps to Follow and Achieve It ISBN: 1949991172 ISBN-13(EAN): 9781949991178 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 22570.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy.
The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship.
Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability.
The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.
Автор: Payne, Adrian Название: Handbook of crm ISBN: 0750664371 ISBN-13(EAN): 9780750664370 Издательство: Taylor&Francis Рейтинг: Цена: 58170.00 T Наличие на складе: Нет в наличии. Описание: Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value. This book provides coverage of the key concepts in this vital field. It helps in understanding the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it.
Автор: Nadda Vipin, Tyagi Pankaj, Singh Malini Название: Disruptive Innovation and Emerging Technologies for Business Excellence in the Service Sector ISBN: 1799891941 ISBN-13(EAN): 9781799891949 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 257790.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Explores the most recent developments of AI in the biomedical and biomedicine fields, in the form of deep learning, artificial neural networks, biomedical information processing, biomedical research, evolutionary computing, and statistical technologies.
Автор: Lashley, Conrad Название: Empowerment: HR Strategies for Service Excellence ISBN: 0750652446 ISBN-13(EAN): 9780750652445 Издательство: Taylor&Francis Рейтинг: Цена: 23470.00 T Наличие на складе: Нет в наличии.
Автор: Nadda Vipin, Tyagi Pankaj, Singh Malini Название: Disruptive Innovation and Emerging Technologies for Business Excellence in the Service Sector ISBN: 179989195X ISBN-13(EAN): 9781799891956 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 189420.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Provides an in-depth exploration of options that can assist organisations in developing a consistent and coherent view of various drivers in order to shape their markets and operations, as well as how disruptive innovations and emerging technologies can contribute to businesses now and in the future.
Автор: Elias Название: Service Excellence for Sustainability ISBN: 9811625816 ISBN-13(EAN): 9789811625817 Издательство: Springer Рейтинг: Цена: 139750.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This book provides significant conceptual and empirical contributions to the understanding of service science and the practices of service sectors in the wake of the fourth industrial revolution bringing together a collection of articles written by keynote and invited speakers at the 2nd Service Science Symposium held on 24 November 2019. The symposium was organised by the Serviceology Society Malaysia (SESMA), which aims to bring service researchers and practitioners under one roof to redefine service concepts and ideas and explore their application in real industrial and community settings. In their contributions, authors present multiple real-world cases of service systems to demonstrate how organisations can incorporate service science to achieve sustainable development. By re-examining the existing service science models and the value creation process using valuable insights obtained from industries and communities in Malaysia, Japan and Taiwan, the authors present a new way forward for organisations.
Contents.- Preface.- List of Abbreviations.- List of Figures.- List of Tables.- Preface.- Chapter I: Introduction to Service Science.- Chapter II: Service Science And Sustainability.- Chapter III: Service sustainability paradigm as a basis for transformative service society.- Chapter IV: Inland Port in Malaysia: Logistical Revisit.- Chapter V: Think Global, Act Local: Strategies to Develop a Sustainable Mobility Program in Promoting Socioeconomic Development for a Better Quality Education, - Chapter VI: Media Psychology in New Era Communication.- Chapter VII: Critical Success Factors for Adopting Servitization Strategy.- Reference.- List of authors (author brief).- Index.
Автор: Qizhang Liu; Mark Goh Название: TA-Q-BIN ISBN: 9811013101 ISBN-13(EAN): 9789811013102 Издательство: Springer Рейтинг: Цена: 46570.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Each of the six unique cases serves as an independent teaching case for undergraduate and graduate students, describing the particular service design, operations management, innovation, supplier management, and social responsibility within the context of an Asian last-mile logistics service provider.
Автор: Chang Название: Achieving Service Excellence: Maximising Enterprise Performance Through Innovation And Technology ISBN: 1606495445 ISBN-13(EAN): 9781606495445 Издательство: McGraw-Hill Рейтинг: Цена: 21680.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue; on how to justify projects financially; on how to manage the development projects for innovative services; and on how to reach out to customers and offer them superior service support.
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