Ws Professional imprint: 26 books

When after three decades of research Singapore could produce its own water, the little city-state was said to have lost its vulnerability. No longer would every policy have to bend at the knees for water survival. It was finally time to celebrate liberty! When did the same moment come in Bala's...

Targeting, acquiring, and retaining the "right" customers is at the core of many successful service firms. The objective is to build the relationships and develop loyal customers who will contribute to a growing volume of business with the firm in the future. Managing Customer Relationships...

Highly capable and motivated people are at the center of service excellence and productivity. Behind today's successful service organizations stands a firm commitment to effective management of human resources, including the recruitment, selection, training, motivation, and retention of employees....

Why are some nations rich and others poor? Why do the citizens of some countries lead a happy, prosperous life while others struggle in terrible want? This book takes the reader through the eventful life journey of one of Singapore's best known economists and educators, Professor Lim Chong...

Retail is going through difficult times and is suffering the consequences of both the economic crisis and the digitization of society. Fundamentally, there is a bigger problem: stores cannot keep up with the changing behavior of customers who are connected 24/7, customers for whom there is no distinction...

From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss...

Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing...

Creating a viable service requires a business model that allows for the costs of creating and delivering the service, in addition to a margin for profits, to be recovered through realistic pricing and revenue management strategies. However, the pricing of services is complicated. Pricing Services...

Developing an effective service marketing communications strategy starts with a good understanding of the service product and its prospective buyers. It is essential to understand target market segments and their exposure to different media, consumers' awareness of the service product, their attitudes...

What makes consumers or institutional buyers select, and remain loyal to, one service provider over another? Without knowing which product features are of specific interest to customers, it is hard for managers to develop an appropriate strategy. As competition intensifies in the service sector, it...

Many services with limited capacity face wide swings in demand that can be caused by the change in seasons. The effective use of expensive productive capacity is one of the secrets of success in such businesses. By working with managers in operations and human resources, service marketers need to...

Disaster strikes, transforming cities and towns into graveyards and wastelands in a matter of minutes. But help is on its way: news channels and social media relay the information to all corners of the globe in real-time, mobilising hundreds of people and organisations to aid. Yet, with standard relief...

Designing the service environment is an art that involves a lot of time and effort, and can be expensive to implement. Service environments relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites. Crafting the...

The relationship between productivity and customer satisfaction is complex. Service Quality and Productivity Management describes that the quality and productivity are twin paths in creating value for both customers and organizations. This book describes how to improve service quality and productivity,...