Improving Service Quality in the Global Economy

Improving Service Quality in the Global Economy

Author: Michael Milakovich

Publisher: CRC Press

Published: 2005-08-03

Total Pages: 427

ISBN-13: 1420031139

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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

Superior Customer Value

Author: Art Weinstein

Publisher: Routledge

Published: 2018-12-07

Total Pages: 218

ISBN-13: 1351214322

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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.


Improving Service Quality

Improving Service Quality

Author: Michael Milakovich

Publisher: CRC Press

Published: 1995-03-01

Total Pages: 288

ISBN-13: 9781884015458

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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.


Handbook of Research on Creating Sustainable Value in the Global Economy

Handbook of Research on Creating Sustainable Value in the Global Economy

Author: Akkucuk, Ulas

Publisher: IGI Global

Published: 2019-11-15

Total Pages: 562

ISBN-13: 1799811980

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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.


Management Innovations for Healthcare Organizations

Management Innovations for Healthcare Organizations

Author: Anders Örtenblad

Publisher: Routledge

Published: 2015-11-19

Total Pages: 488

ISBN-13: 1317578031

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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.


Emerging Research on Islamic Marketing and Tourism in the Global Economy

Emerging Research on Islamic Marketing and Tourism in the Global Economy

Author: El-Gohary, Hatem

Publisher: IGI Global

Published: 2014-07-31

Total Pages: 331

ISBN-13: 1466662735

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"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.


Economics of Maritime Business

Economics of Maritime Business

Author: Shuo Ma

Publisher: Taylor & Francis

Published: 2020-06-02

Total Pages: 471

ISBN-13: 1317330110

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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.


Dynamic Shipping and Port Development in the Globalized Economy

Dynamic Shipping and Port Development in the Globalized Economy

Author: Paul Yae-Woo Lee

Publisher: Springer

Published: 2016-01-26

Total Pages: 215

ISBN-13: 1137514299

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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.