Review of Marketing Research
Author: Naresh K. Malhotra
Publisher: Emerald Group Publishing
Published: 2013-06-26
Total Pages: 308
ISBN-13: 1781907617
DOWNLOAD EBOOKReview of Marketing Research
Posts
A Multiple Layer Model of Market Oriented Organizational Culture
Author: Christian Homburg
Publisher:
Published: 2000
Total Pages: 70
ISBN-13: 9783893332250
DOWNLOAD EBOOKCollection Of Essays On Complexity And Management, A - Proceedings Of The Summer School On Managerial Complexity
Author: Walter Baets
Publisher: World Scientific
Published: 1999-04-01
Total Pages: 338
ISBN-13: 9814544108
DOWNLOAD EBOOKA tendency exists in management theory and practice today to accept that our linear and deterministic ways of thinking about managerial problems create more problems than they solve. In the field of strategy studies, for instance, one can observe a growing interest in learning and organisational flexibility — IT gives importance to distributed cognition and adaptive systems. Management theorists are keenly observing developments surrounding complexity and chaos theory in science, and management researchers are attempting to apply emerging theories to managerial problems.Although there are still a limited number of applications in the managerial world, the Santa Fe Institute and the Los Alamos Center for Nonlinear Studies (both in the US) have been active for several years in closely related fields and, more important, adopt a multidisciplinary approach. Such applied research is seldom present in academic management journals. It seems, however, that the business community is interested in the implications of chaos and complexity for management as well as adopting a multidisciplinary approach to strategy and organisational change.This volume, constituting the proceedings of the Summer School on Managerial Complexity, held in Granada, Spain, on 11-25 July 1998, will benefit students and researchers in chaos and dynamical systems.
Managing Customer Value
Author: Bradley Gale
Publisher: Simon and Schuster
Published: 2009-11-24
Total Pages: 453
ISBN-13: 143918836X
DOWNLOAD EBOOKEven today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
Competitive Drivers for Improving Future Business Performance
Author: Martins, Carlos
Publisher: IGI Global
Published: 2021-03-05
Total Pages: 267
ISBN-13: 1799818454
DOWNLOAD EBOOKThe globalized economy, dominated by the diffusion of innovation and social, political, and economic changes, allows people and knowledge to flow without knowing what lies ahead. As new economies emerge and technologies impose significant changes, the internationalization of markets and industries has made defining its delimitation more difficult. Competitive Drivers for Improving Future Business Performance is a conceptualized reference source that discusses the use of digital skills to manage change in volatile contexts and provides fundamental understanding of competitive advantage to guarantee superior performances. To assure this level of performance, a set of choices (drivers) must be created ensuring operational efficiency, innovative products, customer knowledge-base, and focused branding. Featuring research on topics such as consumer experience, strategic leadership, and flexible technologies, this book is ideally designed for managers, executives, entrepreneurs, academicians, consulting professionals, researchers, industry professionals, and students seeking coverage on how to improve competitive performance in an era of uncertainty.
Internal Relationship Management
Author: Michael D Hartline
Publisher: Routledge
Published: 2012-12-06
Total Pages: 120
ISBN-13: 1136423877
DOWNLOAD EBOOKUse these techniques to improve staff performance! Internal Relationship Management: Linking Human Resources to Marketing Performance shows how businesses can develop and maintain positive interactions between managers and employees. This book provides cutting-edge research on the management of internal customers (i.e., employees) that offers practical suggestions to improve internal service, employee performance, and—ultimately—external marketing performance. This useful resource contains many special features to augment the text, including tables, figures, and models. Internal Relationship Management explores key issues, such as: internal relationship management—managing relationships with internal customers human resources activities—actions taken to influence employee attitudes and work-related behaviors career entry—the initial stages of the internal relationship management process organizational support—services provided to employees in an effort to support them With this book, you’ll gain a better understanding of: boundary spanners’ appraisals of career entry transition—from telecommunications, insurance, manufacturing, accounting, and retail firms the recruitment, selection, and retention of customer-contact service employees how internal communication processes affect boundary spanners’ satisfaction with organizational support services employee branding—employees internalize the firm’s desired brand image to project it to customers and external stakeholders the internal customer mindset—the importance employees place on serving internal customers The authors of Internal Relationship Management are established scholars in both marketing and management, providing an integrated, state-of-the-art perspective on how internal relations affect marketing performance. This book presents extensive research and case studies to emphasize how employee satisfaction results in customer satisfaction.
EBK: Services Marketing: Integrating Customer Service Across the Firm 4e
Author: Alan Wilson
Publisher: McGraw Hill
Published: 2020-10-07
Total Pages: 539
ISBN-13: 1526847817
DOWNLOAD EBOOKSuccessful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
Theory and Practice of Quality and Reliability Engineering in Asia Industry
Author: Cher Ming Tan
Publisher: Springer
Published: 2017-01-20
Total Pages: 294
ISBN-13: 9811032904
DOWNLOAD EBOOKThis book discusses the application of quality and reliability engineering in Asian industries, and offers information for multinational companies (MNC) looking to transfer some of their operation and manufacturing capabilities to Asia and at the same time maintain high levels of reliability and quality. It is also provides small and medium enterprises (SME) in Asia with insights into producing high-quality and reliable products. It mainly comprises peer-reviewed papers that were presented at the Asian Network for Quality (ANQ) Congress 2014 held in Singapore (August, 2014), which provides a platform for companies, especially those within Asia where rapid changes and growth in manufacturing are taking place, to present their quality and reliability practices. The book presents practical demonstrations of how quality and reliability methodologies can be modified for the unique Asian market, and as such is a valuable resource for students, academics, professionals and practitioners in the field of quality and reliability.
Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior
Author:
Publisher:
Published: 2003
Total Pages: 572
ISBN-13:
DOWNLOAD EBOOKBest Practice
Author: Mohamed Zairi
Publisher: Routledge
Published: 2010-02-17
Total Pages: 455
ISBN-13: 1136426426
DOWNLOAD EBOOKBest Practice: Process Innovation Management highlights best practice in innovation by bringing together practitioners and researchers in this field. This book presents contributions from leading academics and practitioners involved with innovation. They bring together all the strands of research, best practice and advice establishing an essential source of information for all involved with process innovation management.
