| Author: | Jochen Wirtz | ISBN: | 9781944659448 |
| Publisher: | World Scientific Publishing Company | Publication: | October 6, 2017 |
| Imprint: | WS PROFESSIONAL | Language: | English |
| Author: | Jochen Wirtz |
| ISBN: | 9781944659448 |
| Publisher: | World Scientific Publishing Company |
| Publication: | October 6, 2017 |
| Imprint: | WS PROFESSIONAL |
| Language: | English |
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, and discusses how to use key tools (including customer feedback systems) to achieve this. This book is the 12th volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.
Readership: Business and Marketing students at MBA and eMBA level; marketing professionals and practitioners.
Key Features:
- There are many books on service management in the market, but most are narrowly focused and/or based on anecdotal evidence. This new book is the first to rigorously cover key aspects of services marketing and management, and that is routed in sound academic research. This book bridges the gap between cutting-edge academic research and practitioners
- The book makes extant academic knowledge easily accessible. For example, each chapter features an organizational framework that provides an overview of core concepts at a glance, and it ends with a succinct chapter summary in bullet points
- The book features global best practices and latest trends; it takes on a global perspective with about 40% of all examples originating from the Americas, 30% from Europe and 30% from Asia
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, and discusses how to use key tools (including customer feedback systems) to achieve this. This book is the 12th volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.
Readership: Business and Marketing students at MBA and eMBA level; marketing professionals and practitioners.
Key Features:
- There are many books on service management in the market, but most are narrowly focused and/or based on anecdotal evidence. This new book is the first to rigorously cover key aspects of services marketing and management, and that is routed in sound academic research. This book bridges the gap between cutting-edge academic research and practitioners
- The book makes extant academic knowledge easily accessible. For example, each chapter features an organizational framework that provides an overview of core concepts at a glance, and it ends with a succinct chapter summary in bullet points
- The book features global best practices and latest trends; it takes on a global perspective with about 40% of all examples originating from the Americas, 30% from Europe and 30% from Asia
