The service advantage how to identify and fulfill customer needs
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| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Homewood, Ill.
Dow Jones-Irwin
1990
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
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| 245 | 1 | 0 | |a The service advantage |b how to identify and fulfill customer needs |c Karl Albrecht ; Lawrence J. Bradford |
| 264 | 1 | |a Homewood, Ill. |b Dow Jones-Irwin |c 1990 | |
| 300 | |a IX, 240 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 7 | |a Client |2 ram | |
| 650 | 7 | |a Consommateurs - Préférences |2 ram | |
| 650 | 4 | |a Consumers |x Research | |
| 650 | 4 | |a Customer services | |
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| 943 | 1 | |a oai:aleph.bib-bvb.de:BVB01-002659819 | |
Datensatz im Suchindex
| _version_ | 1819624805545017344 |
|---|---|
| adam_text | CONTENTS
Know Your Customer 1
Who Knows Customers Better than Anyone Else? 2
Who Makes a Fetish of Knowing Their Customers? 5
The Employee Link 9
The Customer as An Asset 12
What Is a Customer? 14
Thinking the Way the Customer Thinks 20
Moments of Truth 24
Service Management 24
The Service Triangle 26
The Moment of Truth 30
The Cycle of Service 33
Critical Moments of Truth 35
The Moment of Truth Model 36
Special Moments of Truth 42
Anatomy of the Service Customer of the 1990s 50
What Would the Lady Like to Drink? 51
The 1990s Customer 52
Service Products of the 1990s v ^^ 66
Service Contexts of the 1990s 71
What Bugs Customers 78
Who Will Be the Service Winners of the 1990s? 81
The Customer Report Card: Blueprint for Excellence 83
What Is A Customer Report Card? 84
The Customer Report Card Is Crucial to Business Success 87
Discovering Your Customer Report Card 88
A Sample Customer Report Card 90
Customer Perception Research: Putting on Your
Customers Glasses 95
What Are Demographics? 96
vii
Psychographics 99
Research Methods 106
6 Start with the Obvious 109
What s Going On Inside? 109
The Employee: Your FrontLine Radar 110
The Employee as Customer Advocate 112
The Customer Is Always Telling You 113
Customer Service Departments 116
Management s Personal Radar 117
7 The Face to Face Advantage 119
Interview Your Customers 119
Depth Interviews 120
Intercept Interviews 121
Opportunity Interviews 123
Telephone Interviews 124
On Site Interviews 125
Focus Group Interviews 125
Conducting the Focus Group Interviews 131
Interpreting the Results 136
Case:Accor 138
Case: Santa Monica Hospital Medical Center 139
8 Surveys: When, Why, and How 143
Planning the Survey Project 144
Creating Your Questionnaire 148
A Primer On Survey Statistics 159
Processing Your Data 163
Reporting Your Data 166
9 Create Your Customer Report Card 171
Creating the Attribute Matrix 171
Prioritizing the Attributes 179
Selecting the Final Service Criteria 180
Validating the Report Card 183
10 Building A Service Quality Measurement System 186
Making Measurement a Habit 187
Basic Structure for a SQMS 189
Making Use of Informal Feedback 194
Effectively Managing Customer Complaints 196
Using Mystery Shoppers 204
Producing Usable Reports 205
11 Closing the Loop 208
Selling Better 208
Delivering Better 216
Recovering Better from Mistakes 220
Building Better Systems 221
Attracting and Keeping Better Employees 223
Closing the Loop 230
Index 233
|
| any_adam_object | 1 |
| author | Albrecht, Karl Bradford, Lawrence J. |
| author_facet | Albrecht, Karl Bradford, Lawrence J. |
| author_role | aut aut |
| author_sort | Albrecht, Karl |
| author_variant | k a ka l j b lj ljb |
| building | Verbundindex |
| bvnumber | BV004277223 |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.5 |
| callnumber-search | HF5415.5 |
| callnumber-sort | HF 45415.5 |
| callnumber-subject | HF - Commerce |
| classification_rvk | QW 300 |
| ctrlnum | (OCoLC)20056976 (DE-599)BVBBV004277223 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV004277223 |
| illustrated | Illustrated |
| indexdate | 2024-12-23T11:11:03Z |
| institution | BVB |
| isbn | 1556232470 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-002659819 |
| oclc_num | 20056976 |
| open_access_boolean | |
| owner | DE-384 DE-945 |
| owner_facet | DE-384 DE-945 |
| physical | IX, 240 S. Ill., graph. Darst. |
| publishDate | 1990 |
| publishDateSearch | 1990 |
| publishDateSort | 1990 |
| publisher | Dow Jones-Irwin |
| record_format | marc |
| spellingShingle | Albrecht, Karl Bradford, Lawrence J. The service advantage how to identify and fulfill customer needs Client ram Consommateurs - Préférences ram Consumers Research Customer services Verbraucherforschung (DE-588)4187567-9 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| subject_GND | (DE-588)4187567-9 (DE-588)4129147-5 |
| title | The service advantage how to identify and fulfill customer needs |
| title_auth | The service advantage how to identify and fulfill customer needs |
| title_exact_search | The service advantage how to identify and fulfill customer needs |
| title_full | The service advantage how to identify and fulfill customer needs Karl Albrecht ; Lawrence J. Bradford |
| title_fullStr | The service advantage how to identify and fulfill customer needs Karl Albrecht ; Lawrence J. Bradford |
| title_full_unstemmed | The service advantage how to identify and fulfill customer needs Karl Albrecht ; Lawrence J. Bradford |
| title_short | The service advantage |
| title_sort | the service advantage how to identify and fulfill customer needs |
| title_sub | how to identify and fulfill customer needs |
| topic | Client ram Consommateurs - Préférences ram Consumers Research Customer services Verbraucherforschung (DE-588)4187567-9 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| topic_facet | Client Consommateurs - Préférences Consumers Research Customer services Verbraucherforschung Verbraucherzufriedenheit |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=002659819&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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