Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

Service à la clientèle. --- Relations avec la clientèle --- Gestion

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

Hospitality industry --- Publications périodiques. --- Industrie hôtelière. --- Service à la clientèle. --- Management --- Management. --- Service industries

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

Service à la clientèle. --- Ventes --- Customer services. --- Sales management --- Gestion. --- Service à la clientèle.

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

"This text is for students and business people who recognize the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. Manufacturing and product-dominant companies that, in the past, have depended on their physical products for their livelihood now recognize that service provides one of their few sustainable competitive advantages"-- "Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. View Table of Contents and Features below for more information"--

Service industries - Marketing --- Customer services --- Marketing --- Relations avec la clientèle --- Marketing. --- Service à la clientèle. --- Service industries

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

What Do Citicorp, UPS and Marriott have in common? They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in 'Service Breakthroughs,' based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail. At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs." The "cycle" is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their "merely good" competitors.

Distribution strategy --- Customer services --- Sales management --- Service à la clientèle --- Ventes --- Gestion --- Customer services. --- Sales management. --- Service à la clientèle