Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su
Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.
Organizations are struggling to improve customer-focused quality in today's highly competitive domestic and global markets. Better design, implementation, and daily management of quality improvement strategies is essential for survival. Quality improvement principles, when thoughtfully applied and appropriately modified to meet all types of customer demands, are a sound means to respond to changing markets. However, when various quality and productivity theories and methods are applied without changing the organizational culture, it is very difficult to consistently deliver quality results. This important new book focuses on quality improvement methods for high performance in public and private services not covered in other books: applications focus on construction, education, government, insurance, public utilities, health care, and nonprofit services. Rather than detailing the technical processes to achieve inspection, planning, quality auditing, statistics, or risk assessment, this book presents step-by-step guidelines, recommendations, and action plans for changing service organizations to implement quality improvements. Sound theory and careful strategic planning are presented to assist readers in developing an understanding of how to select the essential elements of systems that best fit their customers' needs.
During the first decade of the 21st century, the world has witnessed a plethora of corporate scandals, global economic crises, and rising environmental concerns. As a result of these developments, pressure has been mounting on businesses to pay more attention to the environmental and resource consequences of the products they produce and services they deliver. The Handbook of Research on Creating Sustainable Value in the Global Economy contains a collection of pioneering research on the integration of issues of sustainability within the traditional areas of management. While highlighting topics including green marketing, circular economy, and sustainable business, this book is ideally designed for managers, executives, environmentalists, economists, business professionals, researchers, academicians, and students in disciplines including marketing, economics, finance, operations management, communication science, and information technology.
This volume is a compilation of the studies that underlie the synthesis report on global value chains, entitled Staying Competitive in the Global Economy: Moving Up the Value Chain.
"This book offers in-depth perspectives on the influence of Islam on consumer behavior, the travel industry, product development, and the promotion of goods and services, focusing on current trends and tools, comprehensive interviews, questionnaires, and emerging research"--Provided by publisher.
Innovations in management are becoming more numerous and diverse, and are appearing in organizations providing many different kinds of products and services. The purpose of this book is to examine whether some widely-promoted examples of these management innovations – ranging from techniques such as Kaizen to styles of leadership and the management of learning – can usefully be applied to organizations which provide healthcare, and applied in different kinds of health systems. Management Innovations for Healthcare Organizations is distinctive in selecting a wide and diverse range and selection of managerial innovations to examine. No less distinctively, it makes an adaptive, critical scrutiny of these innovations. Neither evangelist nor nihilist, the book instead considers how these innovations might be adapted for the specific task of providing healthcare. Where evidence on these points is available, the book outlines that too. Consequently the book takes an international approach, with contributions from Europe, the Middle East, Australia and North America. Each contributor is an expert in the management innovation which they present. This combination of features makes the book unique.
This book provides a comprehensive introduction to the economics of the business of maritime transport. It provides an economic explanation of four aspects of maritime transport, namely, the demand, the supply, the market and the strategy. The book first explains why seaborne trade happens and what its development trends are; it then analyses the main features of shipping supply and how various shipping markets function; the book finally addresses the critical strategic issues of the shipping business. The full range of different types of shipping are covered throughout the chapters and cases. The book combines the basic principles of maritime transport with the modern shipping business and the latest technological developments, particularly in the area of digital disruption. The ideas and explanations are supported and evidenced by practical examples and more than 160 tables and figures. The questions posed by the book are similar to those that would be asked by the students in their learning process or the professionals in the business environment, with the answers concentrating on the reasons for what has happened and will happen in the future rather than merely fact-telling or any specific forecast. The book is most suited for students of shipping-related disciplines, and is also a valuable reference for maritime professionals.
This two volume book presents an in-depth analysis of many of the most important issues facing today's shipping and port sectors. Volume 2 of Dynamic Shipping and Port Development in the Globalized Economy focuses on the emerging trends in ports.
Drawing on the experiences of OECD Members over the past 50 years, and the Organisation’s extensive work with non-Member economies around the world, this landmark study provides readers with a comprehensive view of the interrelated domestic policy issues at stake and specific recommendations.
