Customer Service Principles of Service Marketing and Management 11 ppt
Customer Service - Principles of Service Marketing and Management - C Lovelock & L Wright
... Underlying such failures is often a lack of understanding of some of the key principles of service marketing and management. Technological change affects many other types of services, too, from airfreight ... importance of service marketing and the role of customer research in both the service and manufacturing sectors.18 Numerous firms have invested in r...
Ngày tải lên: 07/02/2013, 09:52
Customer Service Principles of Service Marketing and Management_3 ppt
... "Self -Service and Technology: Unanticipated and Unintended Effects on Customer Relationships," in Handbook of Service Marketing and Management, ed. Teresa A. Schwartz and Dawn Iacobucci (Thousand ... P. Fisk, and Joby John, "Services as Theater: Guidelines and Implications," in Handbook of Service Marketing and Management, ed.Teresa A. Sch...
Ngày tải lên: 21/06/2014, 04:20
Customer Service Principles of Service Marketing and Management_5 pptx
... L. Ostrom and Christopher Hart, " ;Service Guarantees: Research and Practice," in Teresa A. Schwartz and Dawn Iacobucci, Handbook of Service Marketing and Management, (Thousand Oaks, ... Implications of the Flower of Service The eight categories of supplementary services that form the Flower of Service provide many options for enhancing the core servi...
Ngày tải lên: 21/06/2014, 04:20
Customer Service Principles of Service Marketing and Management_6 pptx
... advantage of the low price." 15 Successful yield management strategies require an understanding of the shape of the demand curve and an ability to relate the size and price levels of the ... exceeds customer expectations. These actions include recording reservations, handling customers' coats, delivery and preparation of food, maintenance of facilities an...
Ngày tải lên: 21/06/2014, 04:20
Customer Service Principles of Service Marketing and Management_7 doc
... the Service Offering," in Teresa A. Schwartz and Dawn Iacobucci, Handbook of Service Marketing and Management (Thousand Oaks, CA: Sage Publications, 2000), 191-200. 3. Leonard L. Berry and ... Examples of account management for individual consumers can be found in insurance, investment management, and medical services. Customer Service Employees in custome...
Ngày tải lên: 21/06/2014, 04:20
Customer Service Principles of Service Marketing and Management_8 doc
... THREE . SERVICE MARKETING STRATEGY The Power of Service Brands brand: a name, phrase, design, symbol, or some combination of these elements that identifies a company's services and differentiates ... sofa-bed and 2 chairs • Large desk • Coffee table • Coffee maker and small refrigerator SERVICE STANDARDS Full service including: • Rapid check in/check out s...
Ngày tải lên: 21/06/2014, 04:20
Customer Service Principles of Service Marketing and Management_9 pptx
... battles, and even reproductions of Venice and its canals. Servicescape Design The term servicescape describes the style and appearance of the physical surroundings where customers and service ... Berry, and A. Parasuraman, "The Nature and Determinants of Customer Expectations of Service, " Journal of the Academy of Marketing Science 21, no. 1 (1993...
Ngày tải lên: 21/06/2014, 04:20
Customer Service Principles of Service Marketing and Management_2 docx
... "Self -Service and Technology: Unanticipated and Unintended Effects on Customer Relationships," in Handbook of Service Marketing and Management, ed. Teresa A. Schwartz and Dawn Iacobucci (Thousand ... P. Fisk, and Joby John, "Services as Theater: Guidelines and Implications," in Handbook of Service Marketing and Management, ed.Teresa A. Sch...
Ngày tải lên: 21/06/2014, 13:20
Customer Service Principles of Service Marketing and Management_3 pdf
... provide rewards for high-value customers and track their behavior in terms of where and when they use the service, what service classes or types of product they buy, and how much they spend. The ... transfer brand loyalty from a current service provider to a competitor. Realizing the Full Profit Potential of a Customer Relationship How much is a loyal customer wort...
Ngày tải lên: 21/06/2014, 13:20