Service Failure
Author: Jeff Toister
Publisher: AMACOM/American Management Association
Published: 2013
Total Pages: 210
ISBN-13: 0814431992
DOWNLOAD EBOOKWhat causes poor customer service? You might be surprised.
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Author: Jeff Toister
Publisher: AMACOM/American Management Association
Published: 2013
Total Pages: 210
ISBN-13: 0814431992
DOWNLOAD EBOOKWhat causes poor customer service? You might be surprised.
Author: Klaus Schöfer
Publisher: diplom.de
Published: 2003-01-10
Total Pages: 287
ISBN-13: 3832462910
DOWNLOAD EBOOKInhaltsangabe:Abstract: Although many firms may aspire to offer zero defects service, the possibility of service failures cannot be wholly eliminated simply because of the variety of factors that may impact on the delivery process. Consequently, the manner in which firms respond to service failures is increasingly seen as a factor that may separate the more successful firms form the others. This response, termed service recovery, is defined as the process by which the firm attempts to rectify a service failure. Some researchers suggest that a firm s response to failures can either reinforce customer relationships or exacerbate the negative effects of the failure. In fact, some assert that it is often a firm s response to a failure, rather than the failure itself, that triggers discontent. Recoveries are critical because customers perceiving poor recovery efforts may dissolve the buyer-seller relationship and purchase elsewhere. Such customer turnover can be costly, especially given that it costs more to win new customers than it does to retain current ones. As a consequence, service failure and recovery encounters have been recognised as critical moments of truth for organisations in their efforts to satisfy and keep customers. Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company s response to service failure and recovery encounters. Using perceived justice theory as a conceptual foundation, the current research develops and tests a model that (1) explains how customers evaluate service failure and recovery encounters and (2) how these evaluations affect customer satisfaction and subsequent post-purchase behaviour and attitudes. The study employed a two-stage research strategy. The first phase of the research included an extensive literature review and exploratory research involving semi-structured interviews and experiments. This first stage resulted in the development of a research model establishing the links between the antecedents and outcomes of customer satisfaction judgments involving service failure and recovery encounters. In the second phase, the proposed conceptual model was evaluated through a self-administered, cross-sectional survey. Respondents were requested to recall a time when they complained to a travel and tourism services provider about a failed [...]
Author: Bowen, Gordon
Publisher: IGI Global
Published: 2019-01-25
Total Pages: 492
ISBN-13: 1522573453
DOWNLOAD EBOOKSocial media has redefined the way marketers communicate with their customers, giving consumers an advantage that they did not have previously. However, recent issues in online communication platforms have increased the challenges faced by marketers in developing and retaining their customers. Practitioners need to develop effective marketing communication programs that incorporate the meaningful forms of sociality into a customer-driven marketing program. Leveraging Computer-Mediated Marketing Environments discusses the nature of heightened interaction between marketers and consumers in the evolving technological environments, particularly on the central nature of online communities and other emerging technologies on dialogic engagement. Additionally, it aims to examine the relevant roles of online communities and emerging technologies in creating and retaining customers through effective dialogue management. Highlighting brand strategy, e-services, and web analytics, it is designed for marketers, brand managers, business managers, academicians, and students.
Author: Carol Leonnig
Publisher: Random House
Published: 2021-05-18
Total Pages: 561
ISBN-13: 0399589015
DOWNLOAD EBOOKNEW YORK TIMES BESTSELLER • “This is one of those books that will go down as the seminal work—the determinative work—in this field. . . . Terrifying.”—Rachel Maddow The first definitive account of the rise and fall of the Secret Service, from the Kennedy assassination to the alarming mismanagement of the Obama and Trump years, right up to the insurrection at the Capitol on January 6—by the Pulitzer Prize winner and #1 New York Times bestselling co-author of A Very Stable Genius and I Alone Can Fix It NAMED ONE OF THE BEST BOOKS OF THE YEAR BY THE WASHINGTON POST Carol Leonnig has been reporting on the Secret Service for The Washington Post for most of the last decade, bringing to light the secrets, scandals, and shortcomings that plague the agency today—from a toxic work culture to dangerously outdated equipment to the deep resentment within the ranks at key agency leaders, who put protecting the agency’s once-hallowed image before fixing its flaws. But the Secret Service wasn’t always so troubled. The Secret Service was born in 1865, in the wake of the assassination of Abraham Lincoln, but its story begins in earnest in 1963, with the death of John F. Kennedy. Shocked into reform by its failure to protect the president on that fateful day in Dallas, this once-sleepy agency was radically transformed into an elite, highly trained unit that would redeem itself several times, most famously in 1981 by thwarting an assassination attempt against Ronald Reagan. But this reputation for courage and excellence would not last forever. By Barack Obama’s presidency, the once-proud Secret Service was running on fumes and beset by mistakes and alarming lapses in judgment: break-ins at the White House, an armed gunman firing into the windows of the residence while confused agents stood by, and a massive prostitution scandal among agents in Cartagena, to name just a few. With Donald Trump’s arrival, a series of promised reforms were cast aside, as a president disdainful of public service instead abused the Secret Service to rack up political and personal gains. To explore these problems in the ranks, Leonnig interviewed dozens of current and former agents, government officials, and whistleblowers who put their jobs on the line to speak out about a hobbled agency that’s in desperate need of reform. “I will be forever grateful to them for risking their careers,” she writes, “not because they wanted to share tantalizing gossip about presidents and their families, but because they know that the Service is broken and needs fixing. By telling their story, they hope to revive the Service they love.”
Author: Tom Eisenmann
Publisher: Crown Currency
Published: 2021-03-30
Total Pages: 370
ISBN-13: 0593137027
DOWNLOAD EBOOKIf you want your startup to succeed, you need to understand why startups fail. “Whether you’re a first-time founder or looking to bring innovation into a corporate environment, Why Startups Fail is essential reading.”—Eric Ries, founder and CEO, LTSE, and New York Times bestselling author of The Lean Startup and The Startup Way Why do startups fail? That question caught Harvard Business School professor Tom Eisenmann by surprise when he realized he couldn’t answer it. So he launched a multiyear research project to find out. In Why Startups Fail, Eisenmann reveals his findings: six distinct patterns that account for the vast majority of startup failures. • Bad Bedfellows. Startup success is thought to rest largely on the founder’s talents and instincts. But the wrong team, investors, or partners can sink a venture just as quickly. • False Starts. In following the oft-cited advice to “fail fast” and to “launch before you’re ready,” founders risk wasting time and capital on the wrong solutions. • False Promises. Success with early adopters can be misleading and give founders unwarranted confidence to expand. • Speed Traps. Despite the pressure to “get big fast,” hypergrowth can spell disaster for even the most promising ventures. • Help Wanted. Rapidly scaling startups need lots of capital and talent, but they can make mistakes that leave them suddenly in short supply of both. • Cascading Miracles. Silicon Valley exhorts entrepreneurs to dream big. But the bigger the vision, the more things that can go wrong. Drawing on fascinating stories of ventures that failed to fulfill their early promise—from a home-furnishings retailer to a concierge dog-walking service, from a dating app to the inventor of a sophisticated social robot, from a fashion brand to a startup deploying a vast network of charging stations for electric vehicles—Eisenmann offers frameworks for detecting when a venture is vulnerable to these patterns, along with a wealth of strategies and tactics for avoiding them. A must-read for founders at any stage of their entrepreneurial journey, Why Startups Fail is not merely a guide to preventing failure but also a roadmap charting the path to startup success.
Author: Gordon Bowen
Publisher:
Published: 2015
Total Pages: 406
ISBN-13: 9781466665989
DOWNLOAD EBOOK"This book brings together marketing approaches and the application of current technology, such as social networking arenas, to show how this interaction creates a successful competitive advantage".
Author: Vincent Palamara
Publisher: Trine Day
Published: 2013-10-01
Total Pages: 689
ISBN-13: 1937584615
DOWNLOAD EBOOKPainstakingly researched by an authority on the history of the Secret Service and based on primary, firsthand accounts from more than 80 former agents, White House aides, and family members, this is the definitive account of what went wrong with John F. Kennedy’s security detail on the day he was assassinated. The work provides a detailed look at how JFK could and should have been protected and debunks numerous fraudulent notions that persist about the day in question, including that JFK ordered agents off the rear of his limousine; demanded the removal of the bubble top that covered the vehicle; and was difficult to protect and somehow, directly or indirectly, made his own tragic death easier for an assassin or assassins. This book also thoroughly investigates the threats on the president’s life before traveling to Texas; the presence of unauthorized Secret Service agents in Dealey Plaza, the site of the assassination; the failure of the Secret Service in monitoring and securing the surrounding buildings, overhangs, and rooftops; and the surprising conspiratorial beliefs of several former agents. An important addition to the canon of works on JFK and his assassination, this study sheds light on the gross negligence and, in some cases, seeming culpability, of those sworn to protect the president.
Author: Daniel P. Dennies
Publisher: ASM International
Published: 2005
Total Pages: 228
ISBN-13: 1615030484
DOWNLOAD EBOOKLearning the proper steps for organizing a failure investigation ensures success. Failure investigations cross company functional boundaries and are an integral component of any design or manufacturing business operation. Well-organized and professionally conducted investigations are essential for solving manufacturing problems and assisting in redesigns. This book outlines a proven systematic approach to failure investigation. It explains the relationship between various failure sources (corrosion, for example) and the organization and conduct of the investigation. It provides a learning platform for engineers from all disciplines: materials, design, manufacturing, quality, and management. The examples in this book focus on the definition of and requirements for a professionally performed failure analysis of a physical object or structure. However, many of the concepts have much greater utility than for investigating the failure of physical objects. For example, the book provides guidance in areas such as learning how to define objectives, negotiating the scope of investigation, examining the physical evidence, and applying general problem-solving techniques.
Author: Yahaya Alhassan
Publisher: Business Science Reference
Published: 2021
Total Pages: 408
ISBN-13: 9781799874997
DOWNLOAD EBOOK"This book offers great insight into theoretical, policy-oriented and practical ways to address some of the challenges of using microfinance for sustainable development in Africa"--
Author: Joseph Berk
Publisher: ASM International
Published: 2009-01-01
Total Pages: 209
ISBN-13: 1615031375
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