Resultados de búsqueda - Service chapter

Service management : operations, strategy, and information technology / por Fitzsimmons, James A.

Services marketing : integrating customer focus across the firm /

Essentials of services marketing por Wirtz, Jochen

Tabla de Contenidos: “…PART I - UNDERSTANDING SERVICEPRODUCTS, CONSUMERS, AND MARKETSChapter 1: Introduction to Services MarketingChapter 2: Consumer Behavior in a Services ContextChapter 3: Positioning Services in Competitive MarketsPART II - APPLYING THE 4Ps OF MARKETING TO SERVICESChapter 4: Developing Service Products and BrandsChapter 5: Distributing Services through Physical and Electronic ChannelsChapter 6: Setting Prices and Implementing Revenue ManagementChapter 7: Promoting Services and Educating CustomersPART III - DESIGNING AND MANAGING THE CUSTOMER INTERFACEChapter 8: Designing Service ProcessesChapter 9: Balancing Demand and CapacityChapter 10: Crafting the Service EnvironmentChapter 11: Managing People for Service AdvantagePART IV - DEVELOPING CUSTOMER RELATIONSHIPSChapter 12: Managing Relationships and Building LoyaltyChapter 13: Complaint Handling and Service RecoveryPART V - STRIVING FOR SERVICE EXCELLENCEChapter 14: Improving Service Quality and ProductivityChapter 15: Building a World-Class Service OrganizationPART VI - CASE STUDIESCase 1 Sullivan Ford Auto WorldCase 2 Susan Munro, Service ConsumerCase 3 Dr. …”

Marketing management por MARSHALL, G.W (Author)

Tabla de Contenidos: “…Chapter 1: Marketing in Today’s Business MilieuChapter 2: Marketing Foundations: Global, Ethical,SustainableChapter 3: Elements of Marketing Strategy, Planning, andCompetitionChapter 4: Market Research EssentialsChapter 5: CRM, Big Data, and Marketing AnalyticsChapter 6: Understand Consumer and Business MarketsChapter 7: Segmentation, Target Marketing, and PositioningChapter 8: Product Strategy and New Product DevelopmentChapter 9: Build the BrandChapter 10: Service as the Core OfferingChapter 11: Manage Pricing DecisionsChapter 12: Manage Marketing Channels, Logistics, and SupplyChainChapter 13: Promotion Essentials: Digital and Social MediaMarketingChapter 14: Promotion Essentials: Legacy Approaches andPersonal Selling…”

E-business and e-commerce management : strategy, implementation, and practice por Chaffey, Dave

Tabla de Contenidos: “…128 (2) EDI 130 (1) Focus on new access devices 131 (8) Mobile access devices 132 (4) Interactive digital television 136 (3) The future of the Internet infrastructure 139 (1) Summary 140 (1) Exercises 141 (1) References 142 (1) Further reading 143 (1) Web links 143 (2) E-environment 145 (56) Learning outcomes / Management issues 145 (1) Links to other chapters 145 (1) Introduction 146 (2) Social factors 148 (28) Factors governing Internet adoption 149 (1) Assessing demand for e-commerce services 150 (3) Case Study 4.1 Next-generation broadband 153 (7) Ethical issues of sell-side e-commerce 160 (16) Taxation 176 (3) Freedom-restrictive legislation 178 (1) Economic and competitive factors 179 (2) Focus on e-commerce and globalization 181 (3) Case Study 4.2 The implications of globalization for consumer attitudes 182 (1) The implications of e-commerce for international B2B trading 183 (1) Political factors 184 (2) Internet governance 186 (1) E-government 186 (1) Technological innovation and technology assessment 187 (6) Case Study 4.3 How do industry analysts affect technology adoption? …”

The enabling state and the role of the public service in wealth creation : problems and strategies for development in Africa : report of the 26th Roundtable Conference of the Afric...

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Public administration : for state civil services and other competitive examinations por Laxmikanth M.

Tabla de Contenidos: “…Table Of ContentsPreface List of Tables Chapter 1: Introduction Chapter 2: Basic Concepts & Principles Chapter 3: Theories of Adminstration Chapter 4: Administrative Behaviour Chapter 5: Accountability & Control Chapter 6: Administrative Systems Chapter 7: Personnel Administration Chapter 8: Financial Administration Chapter 9: Union Government & Administration in India Chapter 10: Civil Services in India Chapter 11: State and District Administration Chapter 12: Local Government Model Test Papers (1-22) Appendix (1-26)…”

Social policy : an introduction por Kenneth Blakemore

Teacher's guide to change : understanding, navigating, and leading the process por Stivers, Jan

Staff management in library and information work / por Jordan, Peter

Applying quality management in health care : a process for implementation por Kely Diane, L.

The internship, practicum, and field placement handbook: a guide for the helping professions / por BAIRD, Brian N.

Social customer relationship management (Social-CRM) in the era of Web 4.0 por AMMARI, N. B. (Author)

Tabla de Contenidos: “…Environmental sustainability, value co-creation, and innovation in service industries with the lens of S-D logic Chapter 7. …”

Marketing : the core / por Kerin, Roger A.

Tabla de Contenidos: “…Part 1: Initiating the Marketing ProcessChapter 1:Developing Customer Relationships and Value through MarketingChapter 2:Chapter 2: Linking Marketing and Corporate StrategiesChapter 3: Scanning the Marketing EnvironmentChapter 4:Ethics and Social Responsibility in MarketingPart 2: Understanding Buyers and MarketsChapter 5:Consumer BehaviorChapter 6:Organizational Markets and Buying BehaviorChapter 7:Reaching Global MarketsPart 3: Targeting Marketing OpportunitiesChapter 8: Turning Marketing Information into ActionChapter 9:Identifying Market Segments and TargetsPart 4: Satisfying Marketing OpportunitiesChapter 10:Developing New Products and ServicesChapter 11:Managing Products, Services, and BrandsChapter 12:Pricing Products and ServicesChapter 13:Managing Marketing Channels and Supply ChainsChapter 14:Retailing and WholesalingChapter 15:Integrated Marketing, Communications, and Direct MarketingChapter 16:Advertising, Sales Promotion, and Public Relations Chapter 17:Personal Selling and Sales ManagementChapter 18:Implementing Interactive and Multi-Channel MarketingAppendix A: Creating an Effective Marketing Plan…”

Basic marketing : a global-managerial approach / por Perreault, William D.

Tabla de Contenidos: “…Chapter 1:Marketing's Value to Consumers, Firms, and SocietyChapter 2:Marketing Strategy PlanningChapter 3:Focusing Marketing Strategy with Segmentation and PositioningChapter 4:Evaluating Opportunities in the Changing Marketing EnvironmentChapter 5:Demographic Dimensions of Global Consumer MarketsChapter 6:Behavioral Dimensions of the Consumer MarketChapter 7:Business and Organizational Customers and Their Buying BehaviorChapter 8:Improving Decisions with Marketing InformationChapter 9:Elements of product Planning for Goods and ServicesChapter 10:Product Management and New-Product DevelopmentChapter 11:Place and Development of Channel SystemsChapter 12:Distribution Customer Service and LogisticsChapter 13:Retailers, Wholesalers, and Their Strategy PlanningChapter 14:Promotion-Introduction to Integrated Marketing CommunicationsChapter 15:Personal SellingChapter 16:Advertising and Sales PromotionChapter 17:Pricing Objectives and PoliciesChapter 18:Price Setting in the Business WorldChapter 19:Implementing and Controlling Market Plans: Evolution and RevolutionChapter 20:Managing Marketing's Link with Other Functional AreasChapter 21:Developing Innovative Marketing PlansChapter 22:Ethical Marketing in a Consumer-Oriented World: Appraisal and ChallengesAppendix A:Economics FundamentalsAppendix B:Marketing ArithmeticAppendix C:Career Planning in Marketing…”

Marketing management : a relationship approach/ por Hollensen, Svend

Tabla de Contenidos: “…Chapter 1 Introduction Part I Assessing the competitiveness of the firm (internal) Chapter 2 Identification of the firm’s core competences Chapter 3 Development of the firm’s competitive advantage Part II Assessing the external marketing situation Chapter 4 Customer behaviour Chapter 5 Competitor analysis and intelligence Chapter 6 Analysing relationships in the value chain Part III Developing marketing strategies Chapter 7 SWOT analysis, strategic marketing planning and portfolio analysis Chapter 8 Segmentation, targeting, positioning and competitive strategies Chapter 9 CSR strategy and the sustainable global value chain Part IV Developing marketing programmes Chapter 10 Establishing, developing and managing buyer–seller relationships Chapter 11 Product and service decisions Chapter 12 Pricing decisions Chapter 13 Distribution decisions Chapter 14 Communication decisions Part V Organising, implementing and controlling the marketing effort Chapter 15 Organising and implementing the marketing plan Chapter 16 Budgeting and controlling Appendix Market research and decision support system Glossary Index…”

Archives : Principles and Practices por Millar Laura A.

Tabla de Contenidos: “…Title page; Contents; Figures and tables; Foreword to the first edition; Foreword to the second edition; Acknowledgements; Introduction to the second edition; PART I Archival principles; Chapter 1: What are archives?; Chapter 2: The nature of archives; Chapter 3: Archival history and theory; Chapter 4: The uses of archives; Chapter 5: Types of archival institution; Chapter 6: The principles of archival service; Chapter 7: Balancing access and privacy; PART II Archival practices; Chapter 8: Managing the institution; Chapter 9: Preserving archives; Chapter 10: Acquiring archives. …”

Operations and process management: principles and practices for strategic impact por SLACK, N.

Tabla de Contenidos: “…PrefaceAcknowledgementsChapter 1 Operations and ProcessesChapter 2: Operations and Strategy ImpactChapter 3: Product and Service InnovationChapter 4: Scope and StructureChapter 5: Process PositioningChapter 6: Process AnalysisChapter 7: Supply Chain ManagementChapter 8: Capacity ManagementChapter 9: Inventory ManagementChapter 10: Operations Planning and ControlChapter 11: ImprovementChapter 12: Lean OperationsChapter 13: QualityChapter 14: Risk and ResilienceChapter 15: Project ManagementIndex…”