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Marketing Services: Competing Through Quality - Leonard L. Berry
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Leonard L. Berry:
Marketing Services: Competing Through Quality - Taschenbuch

ISBN: 0743267419

[SR: 810009], Taschenbuch, [EAN: 9780743267410], Free Press, Free Press, Book, [PU: Free Press], Free Press, Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to "Delivering Quality Service." Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways to improve services marketing. They argue that superior service cannot be manufactured in a factory, packaged, and delivered intact to customers. Though an innovative service concept may give a company an initial edge, superior quality is vital to sustaining success. Berry and Parasuraman show that inspired leadership, a customer-minded corporate culture, an excellent service-system design, and effective use of technology and information are crucial to superior service quality and services marketing. When a company's service is excellent, customers are more likely to perceive value in transactions, spread favorable word-of-mouth impressions, and respond positively to employee-cross-selling efforts. The authors point out that a service company that does relatively little pre-sales marketing but is truly dedicated to delivering excellent quality service will have greater marketing effectiveness, higher customer retention, and more sales to existing customers than a company that emphasizes pre-sale marketing but falls short during actual service delivery. The focus of any company, they insist, must be customer satisfaction through integration of service quality throughout the entire system. Filled with examples, stories, and insights from senior executives, Berry and Parasuraman's new framework for effective marketing services contains the key to high-performance services marketing., 58252011, Kundenservice, 58235011, Industriezweige & Berufe, 58173011, Business, Karriere & Geld, 54071011, Genres, 52044011, Fremdsprachige Bücher, 58319011, Marketing, 1322114031, Direkt, 58325011, Forschung, 1322115031, Industriell, 58323011, Multilevel, 1322116031, Produktmanagement, 1322117031, Telemarketing, 58278011, Web Marketing, 58288011, Weltweit, 58316011, Marketing & Verkauf, 58173011, Business, Karriere & Geld, 54071011, Genres, 52044011, Fremdsprachige Bücher

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Marketing Services: Competing Through Quality - Leonard L. Berry
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Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways to improve services marketing. They argue that superior service cannot be manufactured in a factory, packaged, and delivered intact to customers. Though an innovative service concept may give a company an initial edge, superior quality is vital to sustaining success.Berry and Parasuraman show that inspired leadership, a customer-minded corporate culture, an excellent service-system design, and effective use of technology and information are crucial to superior service quality and services marketing. When a company''s service is excellent, customers are more likely to perceive value in transactions, spread favorable word-of-mouth impressions, and respond positively to employee-cross-selling efforts. The authors point out that a service company that does relatively little pre-sales marketing but is truly dedicated to delivering excellent quality service will have greater marketing effectiveness, higher customer retention, and more sales to existing customers than a company that emphasizes pre-sale marketing but falls short during actual service delivery. The focus of any company, they insist, must be customer satisfaction through integration of service quality throughout the entire system.Filled with examples, stories, and insights from senior executives, Berry and Parasuraman''s new framework for effective marketing services contains the key to high-performance services marketing. Leonard L. Berry, Books, Business and Finance, Marketing and Sales, Marketing Services: Competing Through Quality Books>Business and Finance>Marketing and Sales, Free Press

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Competing Through Quality Competing Through Quality Bücher > Wissenschaft > Wirtschaftswissenschaft, [PU: Simon & Schuster, Scribner]

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Marketing Services: Competing Through Quality - Taschenbuch

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Details zum Buch
Marketing Services: Competing Through Quality
Autor:

Pasuraman, A.; Berry, Leonard L.

Titel:

Marketing Services: Competing Through Quality

ISBN-Nummer:

Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to "Delivering Quality Service." Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways to improve services marketing. They argue that superior service cannot be manufactured in a factory, packaged, and delivered intact to customers. Though an innovative service concept may give a company an initial edge, superior quality is vital to sustaining success.Berry and Parasuraman show that inspired leadership, a customer-minded corporate culture, an excellent service-system design, and effective use of technology and information are crucial to superior service quality and services marketing. When a company's service is excellent, customers are more likely to perceive value in transactions, spread favorable word-of-mouth impressions, and respond positively to employee-cross-selling efforts. The authors point out that a service company that does relatively little pre-sales marketing but is truly dedicated to delivering excellent quality service will have greater marketing effectiveness, higher customer retention, and more sales to existing customers than a company that emphasizes pre-sale marketing but falls short during actual service delivery. The focus of any company, they insist, must be customer satisfaction through integration of service quality throughout the entire system.Filled with examples, stories, and insights from senior executives, Berry and Parasuraman's new framework for effective marketing services contains thekey to high-performance services marketing.

Detailangaben zum Buch - Marketing Services: Competing Through Quality


EAN (ISBN-13): 9780743267410
ISBN (ISBN-10): 0743267419
Taschenbuch
Erscheinungsjahr: 2004
Herausgeber: FREE PR
228 Seiten
Gewicht: 0,340 kg
Sprache: eng/Englisch

Buch in der Datenbank seit 04.01.2008 10:38:10
Buch zuletzt gefunden am 25.06.2017 17:02:48
ISBN/EAN: 9780743267410

ISBN - alternative Schreibweisen:
0-7432-6741-9, 978-0-7432-6741-0


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