Designing a new industry award for service excellence competition in retailing
Designing a new industry award for service excellence competition in retailing

Author: Lars Merle

Publisher: diplom.de

Published: 2003-10-22

Total Pages: 157

ISBN-13: 3832473580

DOWNLOAD EBOOK

Inhaltsangabe:Abstract: This thesis resolves the need for an industry award for service excellence in retailing, based on a comprehensive framework to foster management quality. A service excellence framework is developed and the design for a new service excellence award is proposed. The proposed framework is based on the Industrial Excellence Award. In addition to the original four fundamental processes a fifth component is introduced: the customer. To complete the framework, the seven components of management quality known from the IEA are adopted. This framework is the structure for the self-assessment questionnaire that will be the core of the new Best Retailer service excellence award. Through an extensive literature review, success factors and empirically tested items for questionnaires were identified and assigned to the corresponding sections in the questionnaire. The result is a collection of questions that - if appropriately considered by management can help introducing service excellence in the retailing industry. The modus operandi of a possible future award competition is suggested to stay close the example of the IEA in order to leverage the existing brand. This should help to popularize the new award, to create outstanding showcases quickly, and to disseminate excellent management quality in the industry. Inhaltsverzeichnis:Inhaltsverzeichnis: AcknowledgementsII List of abbreviations:3 Executive Summary5 1.Introduction6 2.Retailing8 2.1Developments and Trends8 2.1.1Modern History of Retailing and Retailing Formats8 2.1.2Past and Future Trends11 2.2Strategies & Concepts18 2.2.1Retailing Classifications18 2.2.2Positioning20 2.2.3Strategies for Competitive Advantage21 2.2.4Scientific Concepts in Retailing23 2.3Success Factors in Retailing28 2.3.1Employees29 2.3.2Technology32 2.3.3Customer Service33 3.Service37 3.1Strategies and Concepts39 3.1.1Service Business Classifications39 3.1.2Strategies for Service firms41 3.1.3Excellence42 3.1.4Service Concepts in Literature49 3.2Service Management57 3.2.1Service Management Functions59 3.2.2The Service Process61 3.2.3The Service System61 3.3New Service Design & Development63 3.3.1The Service Concept64 3.3.2The Service Positioning Matrix64 3.3.3NSD Process Cycle66 3.3.4NSD-Innovation Matrix67 3.3.5Service Blueprinting68 3.4Service Quality and Customer Satisfaction69 3.4.1Overall Service Quality69 3.4.2Service Process Quality72 3.4.3Perceived Service [...]

Service Excellence
Service Excellence

Author: Ruth N. Bolton

Publisher: Business Expert Press

Published: 2016-04-18

Total Pages: 181

ISBN-13: 1631573721

DOWNLOAD EBOOK

The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.

Felder's Comprehensive, 2005 Edition
Felder's Comprehensive, 2005 Edition

Author: Nick Felder

Publisher: Princeton Architectural Press

Published: 2005-07-14

Total Pages: 292

ISBN-13: 9781568984742

DOWNLOAD EBOOK

Every industry has its standard professional directory -- advertising has its Black Book, manufacturing its Thomas's Register -- except, that is, for architecture...and design...and construction. While there are dozens of smaller directories, each addressing a specific market niche, none speak to all three industries in a comprehensive way. And larger product directories, like Sweets, are advertising driven and therefore incomplete. Felder's Comprehensive is the first pan-industry guide of its kind, and it is many times more comprehensive than the nearest competitor. It is an annual desk reference, directory, and product source guide with more reference information than any other title currently available. It contains thousands of listings of time-sensitive and timeless reference information for anyone involved in the business or practice of architecture, design, design/build, construction, interior design, facility management, and real-estate development. For example, readers can find listings for more than 12,000 manufacturers of furnishings, fixtures, equipment, and materials listed alphabetically, and, most importantly, by product category. Felder's also lists design competitions, domestic and international trade shows, trade publications and other media, trade associations, professional organizations, and more. Most sections are indexed and cross-referenced for easy referral and identification. Felder's is the first truly comprehensive reference guide of its kind for the A/E/C marketplace and is certain to become the industry standard.

Digital Marketing
Digital Marketing

Author: Annmarie Hanlon

Publisher: SAGE

Published: 2021-12-15

Total Pages: 582

ISBN-13: 1529786428

DOWNLOAD EBOOK

An unbiased, balanced guide to all aspects of digital marketing, from social media, mobile and VR marketing to objectives, metrics and analytics. Covering all aspects of digital marketing planning and the latest models, the book also offers a range of tools to help implement your own digital marketing plans and strategies. The second edition has been expanded to include new discussions and research on areas including digital privacy, types of influencers, social listening and the gig economy. Key features: Supported by case examples from 28 global companies and brands including IKEA, Uber, Klarna and TikTok. A brand-new case study on Strava runs throughout the book to help you apply what you’ve learnt to real-world scenarios. ‘Ethical Insight’ boxes provide a reflective and challenging look at social issues and the negative side of marketing. ‘Digital Tool’ boxes introduce professional tools, such as ‘Spot the Troll’, Hootsuite and Padlet. The ‘Smartphone Sixty Seconds’ feature provides super-quick online activities using needing only your phone. Includes a new ‘Journal of Note’ feature in each chapter, to direct you to a key source of further reading. Worked digital marketing plan. Complimented by online resources, including PowerPoint slides, and Instructor’s Manual, quizzes, recommended video links and free SAGE Journal articles. Suitable for digital and e-marketing courses at all levels, as well as professional courses for anyone interested in gaining a holistic understanding of digital marketing.

Retail Marketing Management
Retail Marketing Management

Author: Dhruv Grewal

Publisher: SAGE

Published: 2018-12-03

Total Pages: 225

ISBN-13: 1526457334

DOWNLOAD EBOOK

In this new text, Dhruv Grewal, a leading Professor of Marketing and Retailing, explores the complexities of the contemporary retail environment by drawing on what he refers to as the 5 Es of retailing: - Entrepreneurial, innovative and customer-centric mindset - Excitement - Education - Experience - Engagement These are illustrated using a wide range of examples such as Tesco, Kroger, Zara, Wholefoods, Groupon, and Amazon. Together, the framework and examples enable readers to navigate today’s challenging retail environment made up of social media, retailing analytics and online and mobile shopping. Retail Marketing Management is essential reading for students of retailing and marketing, as well as practitioners working in retail today.