Fanatically Relentless Customer Service

This authoritative and comprehensive title is designed to enhance best clinical practices for all healthcare providers who care for military service personnel and veterans. The book is organized into

Customer focus is the most important challenge of the future. Providing good customer service depends on how well companies know their customers and clearly identify their needs. Availability of custo

The drive to realise operational efficiencies, improve customer service, develop new markets and accelerate the introduction of new products has substantially increased the complexity of field service

This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem by presenting an overview of the existing methodologies as well as the development and imple

This book is designed to meet the needs of CFOs, accounting and financial professionals interested in leveraging the power of data-driven customer insights in management accounting and financial repor

This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy,

This book presents strategies that put the customer at the center of an enterprise. It elaborates on the reasons for viewing customers as assets that a firm needs to acquire, develop and cultivate in

This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analyze

Customer value management is a managerial approach in which customers are perceived as the company’s asset, the value of which may be measured and increased through the organization of processes aroun

This volume describes how frontier efficiency methodologies such as Data Envelopment Analysis (DEA) and other techniques such as multi-criteria decision making can help service industries to improve their performance by providing a ranking of best-practice efficient service units and by identifying sources of inefficiency for each service unit. It explains how they can be used to determine potential improvement targets for each of the inefficient service units, to identify peers for each service organization and to provide a basis for continuous performance improvement. Presenting applications in a variety of industries, this book will be useful for the service management to improve service productivity, profitability, sustainability and quality and effectiveness of service deliveries. A free trial version of the World's leading Data Envelopment Analysis Software (PIM-DEA) is available for readers of this book.

Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service

Service science research system constitutes service philosophy, resource allocation, operational management and service technology. This book integrates knowledge of service management, operational ma

The Handbook of Service Description introduces an in-depth overview of service description efforts. The book also highlights the recent Unified Service Description Language (USDL) in detail and discus

“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

The book documents the state-of-the-art in Services Science. It combines contributions in Service Engineering, Service Management and Service Marketing and helps to develop a roadmap for future R and

Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy

This proceedings volume presents timely research and insights on the advancement of marketing’s basic premise—providing greater levels of customer value. In recent years, both marketing scholars and p

This book presents the most recent theory, research, and practice on service learning as it relates to early childhood education. It describes several service learning programs, many of which were dev

This monograph presents a tactical planning approach for service network design in metropolitan areas. Designing the service network requires the suitable aggregation of demand data as well as the ant

This book focuses on service economy development, particularly on how an industrial economy evolves into a service economy. The book is organized in three sections: The first theoretically answers the

Bringing together some of the world’s leading thinkers, academics and professionals to provide practitioners, students and academicians with comprehensive insights into implementing effective service

The first year of developing a new sales territory or customer list is a daunting task—especially in dog-eat-dog industries. The traditional advice is to train quickly on product, grab a customer list

This SpringerBrief explores the internal workings of service systems. The authors propose a lightweight semantic model for an effective representation to capture the essence of service systems. Key to

With the pressure of time-based competition increasing, and customers demanding faster service, availability of service parts becomes a critical component of manufacturing and servicing operations. Se

In a world moving towards services, driving service productivity is a central challenge for leaders and members of all types of organisations: for service businesses there is a clear need to be “produ

FSR, the International Conference on Field and Service Robotics, is the leading single track conference of robotics for field and service applications. This book presents the results of FSR2012, the e

A valuable interdisciplinary perspective on business models related to the ‘service science’ that underpins service sector industries, this updated second edition deploys theoretical analysis and exem

This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major tr

At a fundamental level, service-oriented crowdsourcing applies the principles of service-oriented architecture (SOA) to the discovery, composition and selection of a scalable human workforce. Service-

?Service firms have high overhead costs which are difficult to assign to individual services. To bring transparency to their value chain, they need costing approaches that help them find their own imp

Economies around the globe have evolved into being largely service-oriented economies. Consumers no longer just want a printer or a car, they rather ask for a printing service or a mobility service. I

With the pressure of time-based competition increasing, and customers demanding faster service, availability of service parts becomes a critical component of manufacturing and servicing operations. Se

"Real-time Systems’ Quality of Service" examines the attainability of efficiency, economy, and ease of use, which make up the quality of service of technologically advanced products."Real-time Systems

Service Life Prediction of Polymeric Materials: Global Perspectives combines developed content derived from topics discussed in the Fourth International Symposium on Service Life Prediction (Key Larg

Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance — Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarkin

The dynamic changes in the market and the competitive environment demand a reorientation of marketing strategies. Developing and cultivating direct customer relationships and building customer trust a

This book gathers various perspectives on modern map production. Its primary focus is on the new paradigm of “sharing and reuse,” which is based on decentralized, service-oriented access to spatial da

This book details the findings of a small-scale research study on the use of real-time coaching in pre-service teacher education, founded upon the nexus of teacher education, mentoring, immediate feed

These are selected papers presented at the 5th International Workshop on Medical and Service Robots (MESROB 2016). The main topics of the workshop included: Exoskeleton and prostheses; 

This book analyses the doctrinal structure and content of secondary liability rules that hold internet service providers liable for the conduct of others, including the safe harbours (or immunities) o