European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. Drawing on research and using examples, this book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing.
Marketing Services:Marketing von Dienstleistungen Andreas Schmale
Marketing Services:Competing Through Quality Leonard L. Berry
Praise for The Best Service Is No Service ´´A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues.´´ -Don Peppers and Martha Rogers, Ph.D., authors, Rules to Break and Laws to Follow ´´The Best Service Is No Service presents great new ideas about how to make service work for the company and the customer. Customers are clamoring for self-service that answers all of their questions, and this important book shows companies how to achieve this level of customer satisfaction.´´ -Sheryl Sandberg, vice president of online sales and operations, Google ´´I recommend The Best Service Is No Service to companies and their outsourcing partners alike-when customers don´t need to contact companies for help or information because everything is clear and works right, then everyone benefits. The ´best service´ principles also work across all countries and cultures, a new universal goal!´´ -Sanjeev Aggarwal, managing director, Helion Ventures Pvt Ltd Gurgaon, India, and founder and former CEO of IBM Daksh ´´Building ´the best service is no service´ also applies outside of corporations-universities and business schools can learn a lot from this book and its principles. I recommend this book to academic leaders for their schools and for their students to obtain firsthand lessons that really work!´´ -James Jiambalvo, dean, Michael G. Foster School of Business; and Kirby L. Cramer Chair of Business Administration ´´This book is compulsory reading for executives, customer service managers, and decision makers whose actions define a company´s customer experience. The Best Service Is No Service points out areas where management mistakes or confusion can lead to unnecessary contacts and disoriented customers. The concept of ´no service´ is elegant in its simplicity. You will find clear solutions and tips on how to achieve ´no service´ but also how to provide ´awesome customer experiences´ while pursuing ´no service.´´´ -Bert Quintana, former vice president, Dell International Services
AI and Algorithmics have already optimized and automated production and logistics processes. Now it is time to unleash AI on the administrative, planning and even creative procedures in marketing, sales and management. This book provides an easy-to-understand guide to assessing the value and potential of AI and Algorithmics. It systematically draws together the technologies and methods of AI with clear business scenarios on an entrepreneurial level. With interviews and case studies from those cutting edge businesses and executives who are already leading the way, this book shows you: how customer and market potential can be automatically identified and profiled; how media planning can be intelligently automated and optimized with AI and Big Data; how (chat)bots and digital assistants can make communication between companies and consumers more efficient and smarter; how you can optimize Customer Journeys based on Algorithmics and AI; and how to conduct market research in more efficient and smarter way. A decade from now, all businesses will be AI businesses - Gentsch shows you how to make sure yours makes that transition better than your competitors.