service management the new paradigm in retailing

Download Book Service Management The New Paradigm In Retailing in PDF format. You can Read Online Service Management The New Paradigm In Retailing here in PDF, EPUB, Mobi or Docx formats.

Service Management

Author : Jay Kandampully
ISBN : 9781461415534
Genre : Business & Economics
File Size : 60. 8 MB
Format : PDF, Mobi
Download : 116
Read : 953

Download Now Read Online

“Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing." --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland "Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing." --A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida "Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals." --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University

Services Management

Author : Jay Kandampully
ISBN : 0131916548
Genre : Business & Economics
File Size : 56. 97 MB
Format : PDF, Docs
Download : 932
Read : 363

Download Now Read Online

This book addresses the hospitality industry from a services management perspective, offering the reader a series of management concepts — operations, marketing and human resources — all of which are capable of being effectively incorporated into all hospitality operations. The book's focus is on the ever-increasing demand of customers for service quality, as well as the other challenges facing hospitality establishments today — including intense competition, globalization, and technological innovation. This book stresses the point that in all services, including hospitality services, the human element (both employees and customers) is absolutely crucial — in selling services, hospitality enterprises are 'selling' personal relationships. Hospitality providers of all types will benefit from adopting the management philosophies and practices in this book — ones that have proven so effective in other service sectors.

Handbook Of Research On Retailer Consumer Relationship Development

Author : Musso, Fabio
ISBN : 9781466660755
Genre : Business & Economics
File Size : 49. 42 MB
Format : PDF, Docs
Download : 920
Read : 493

Download Now Read Online

Though based on an economic transition, retailer-consumer relationship is also influenced by non-economic factors and is a context of social interaction. With the emergence of modern merchandising techniques and a rise in large retail companies, consumers have become increasingly vigilant of practice within the retail industry. Handbook of Research on Retailer-Consumer Relationship Development offers a complete and updated overview of various perspectives relating to customer relationship management within the retail industry and stimulates the search for greater integration of these views in further research. Offering different angles to analyze the exchange between the retailer and the consumer, this handbook is a valuable tool for professionals and scholars seeking to upgrade their knowledge, as well as for upper-level students.

Why Loyalty Matters

Author : Timothy Keiningham
ISBN : 9781935251293
File Size : 87. 28 MB
Format : PDF, ePub
Download : 713
Read : 574

Download Now Read Online

Renowned loyalty experts Timothy Keiningham and Lerzan Aksoy combine their own groundbreaking research with the leading thinking in philosophy, sociology, psychology, economics and management to provide a comprehensive guide to understanding what loyalty is, what it isn't and how to unlock its power in your personal and professional life.

Evolution Of Global Electricity Markets

Author : Fereidoon P. Sioshansi
ISBN : 9780123979063
Genre : Science
File Size : 81. 27 MB
Format : PDF, ePub
Download : 443
Read : 568

Download Now Read Online

Get the latest on rapidly evolving global electricity markets direct from the scholars and thought leaders who are shaping reform. In this volume, dozens of world-class experts from diverse regions provide a comprehensive assessment of the relevant issues in today’s electricity markets. Amid a seething backdrop of rising energy prices, concerns about environmental degradation, and the introduction of distributed sources and smart grids, increasingly stringent demands are being placed on the electric power sector to provide a more reliable, efficient delivery infrastructure, and more rational, cost-reflective prices. This book maps out the electric industry’s new paradigms, challenges and approaches, providing invaluable global perspective on this host of new and pressing issues being investigated by research institutions worldwide. Companies engaged in the power sector’s extensive value chain including utilities, generation, transmission & distribution companies, retailers, suppliers, regulators, market designers, and the investment & financial rating community will benefit from gaining a more nuanced understanding of the impacts of key market design and restructuring choices. How can problems be avoided? Why do some restructured markets appear to function better than others? Which technological implementations represent the best investments? Which regulatory mechanisms will best support these new technologies? What lessons can be learned from experiences in Norway, Australia, Texas, or the U.K.? These questions and many more are undertaken by the brightest minds in the industry in this one comprehensive, cutting-edge resource. Features a unique global perspective from more than 40 recognized experts and scholars around the world, offering opportunities to compare and contrast a wide range of market structures Analyzes how the implementation of existing and developing market designs impacts real-world issues such as pricing and reliability Explains the latest thinking on timely issues such as current market reform proposals, restructuring, liberalization, privatization, capacity and energy markets, distributed and renewable energy integration, competitive generation and retail markets, and disaggregated vs. vertically integrated systems

Flat Army

Author : Dan Pontefract
ISBN : 9781118529829
Genre : Business & Economics
File Size : 70. 46 MB
Format : PDF, Docs
Download : 944
Read : 993

Download Now Read Online

Arms you with powerful tools for overcoming resistance to change and creating a culture of collaboration, engagement, and employee empowerment Your people are your most valuable asset, and if you want them to excel (and your profits to soar), you'll need to abandon your traditional command-and-control management style and adopt a collaborative, open leadership approach—one that engages and empowers your people. While this isn't a particularly new idea, many leaders, while they may pay lip service to it, don't really understand what it means. And most of those who do get it lack the skills for putting it into practice. In Flat Army you'll find powerful leadership models and tools that help you challenge yourself and overcome your personal obstacles to change, while pushing the boundaries of organizational change to create a culture of collaboration. Develops an integrated framework incorporating collaboration, open leadership, technologies, and connected learning Shows you how to flatten the organizational pyramid and engage with your peoples in more collaborative and productive ways—without undermining your authority Explains how to deploy a Connected Leader mindset, a Participative Leader Framework, and a Collaborative Leader Action Model Arms you with powerful tools for becoming a more visible leader who demonstrates the qualities and capabilities needed to become an agent of positive change

The Wallet Allocation Rule

Author : Timothy L. Keiningham
ISBN : 9781119037316
Genre : Business & Economics
File Size : 51. 22 MB
Format : PDF, ePub, Docs
Download : 807
Read : 1150

Download Now Read Online

Customer Loyalty Isn't Enough—Grow Your Share of Wallet The Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review, this landmark book introduces a new and rigorously tested approach—the Wallet Allocation Rule—that is proven to link to the most important measure of customer loyalty: share of wallet. Companies currently spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. These metrics, however, have almost no correlation to share of wallet. As a result, the return on investments designed to improve the customer experience are frequently near zero, even negative. With The Wallet Allocation Rule, managers finally have the missing link to business growth within their grasp—the ability to link their existing metrics to the share of spending that customers allocate to their brands. Learn why improving satisfaction (or NPS) does not improve share. Apply the Wallet Allocation Rule to discover what really drives customer spending. Uncover new metrics that really matter to achieve growth. By applying the Wallet Allocation Rule, managers get real insight into the money they currently get from their customers, the money available to be earned by them, and what it takes to get it. The Wallet Allocation Rule provides managers with a blueprint for sustainable long-term growth.

Top Download:

New Books