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📒Delivering Quality Service ✍ Valarie A. Zeithaml
📝Delivering Quality Service Book Synopsis : Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
📒Science In The Service Of Empire ✍ John Gascoigne (Ph. D.)
📝Science in the Service of Empire Book Synopsis : This book examines Sir Joseph Banks' role in promoting "imperial science," in the context of the consolidation of the British State during a time of extraordinary upheaval. Under pressure from the American, French and Industrial revolutions, the State became interested in the possible uses of science for economic and strategic gain. Banks became its principal adviser in scientific matters, and Gascoigne shows how he used personal networks and patronage to integrate scientific concerns into the complex machinery of government.
📒The National Health Service ✍ Charles Webster
📝The National Health Service Book Synopsis : The foundation of the National Health Service on 5 July 1948 was a momentous development in the history of the United Kingdom. Issues of health care touch the lives of everyone, and the NHS has come to be regarded as the cornerstone of the welfare state and as a model for state-organised health care systems elsewhere. Yet throughout its history, the Service has existed in an atmosphere of crisis. Charles Webster's political history is an entirely new and original examination of the NHS from its inception through to its management under the first term of the current Labour government, providing the necessary framewrork for assessing its future as we enter the new millennium.
📒Mi6 ✍ Keith Jeffery
📝MI6 Book Synopsis : The first - and only - history of the Secret Intelligence Service, written with full and unrestricted access to the closed archives of the Service for the period 1909-1949.
📒In The Service Of The Khan ✍ Igor de Rachewiltz
📝In the Service of the Khan Book Synopsis :
📒New Service Development ✍ James Fitzsimmons
📝New Service Development Book Synopsis : This is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implementation. Contributors from the fields of operations management, marketing, marketing information technology, and organizational behaviour explore the issues that service firms must address to sustain advantage in the new experience economy.
📒Stalin ✍ Robert Service
📝Stalin Book Synopsis : The first full-scale biography of Stalin in twenty years reveals the complex and fascinating story of the Soviet dictator, from his dysfunctional childhood in Soviet Georgia, through his education and early political activism, to his tyrannical control over the Soviet Union and the legacy of his reign.
📒Lenin ✍ Robert Service
📝Lenin Book Synopsis : Lenin is a colossal figure whose influence on twentieth-century history cannot be underestimated. Robert Service has written a calmly authoritative biography on this seemingly unknowable figure. Making use of recently opened archives, he has been able to piece together the private as well as the public life, giving the first complete picture of Lenin. This biography simultaneously provides an account of one of the greatest turning points in modern history. Through the prism of Lenin's career, Service examines events such as the October Revolution and the ideas of Marxism-Leninism, the one-party state, economic modernisation, dictatorship, and the politics of inter-war Europe. In discovering the origins of the USSR, he casts light on the nature of the state and society which Lenin left behind and which have not entirely disappeared after the collapse of the Soviet regime in 1991. 'Immensely scholarly but also vivid and readable. This is a splendid book, much the best that I have ever read about Lenin ...I was overwhelmed by the power and vividness of this portrait.' Dominic Lieven, Sunday Telegraph 'He has managed skilfully to depict the surreal life of an obsessive, brilliant and stubborn individual' Guardian 'Lenin's life was politics, but Service has succeeded in keeping Lenin the man in focus throughout . . . This book deserves a place among the best studies of one of the most fascinating figures in modern history' Harold Shukman, The Times
📒The Service Dominant Logic Of Marketing ✍ Robert F. Lusch
📝The Service Dominant Logic of Marketing Book Synopsis : Expanding on the editors' award-winning article "Evolving to a New Dominant Logic for Marketing," this book presents a challenging new paradigm for the marketing discipline. This new paradigm is service-oriented, customer-oriented, relationship-focused, and knowledge-based, and places marketing, once viewed as a support function, central to overall business strategy. Service-dominant logic defines service as the application of competencies for the benefit of another entity and sees mutual service provision, rather than the exchange of goods, as the proper subject of marketing. It moves the orientation of marketing from a "market to" philosophy where customers are promoted to, targeted, and captured, to a "market with" philosophy where the customer and supply chain partners are collaborators in the entire marketing process. The editors elaborate on this model through an historical analysis, clarification, and extension of service-dominant logic, and distinguished marketing thinkers then provide further insight and commentary. The result is a more comprehensive and inclusive marketing theory that will challenge both current thinking and marketing practice.
📒Delivering Satisfaction And Service Quality ✍ Peter Hernon
📝Delivering Satisfaction and Service Quality Book Synopsis : Discusses methods for understanding what library patrons want in order to improve services, covering strategies to evaluate customer satisfaction, use computer technology to conduct surveys, analyze survey results, and spot trends.